Ace & Tate

Truly disappointed in my experience at the Upper Street branch today. It is the staff that makes or breaks a brand, and my experience today has certainly shattered my faith in a brand I previously held close to my heart. I've been a loyal customer to Ace & Tate ever since I first discovered them a number of years ago - generally, the staff are exceptionally friendly, accommodating, supportive and respectful, whether I'm at Covent Garden, Spitalfields or any other location, so this is the service I have come to expect and the main reason for my repeated patronage. Sadly, the team at Upper Street do not align with this expectation. I arrived 6 minutes late (1.16pm) to my mid-week appointment - this is entirely my fault and I was not afraid to admit so immediately, but I was instantly rejected without any room for consideration. "It clearly states that we have 5 minute cut off policy in your confirmation text. I am the optometrist, I need at least 25 minutes to complete the test, so you will have to rebook" - it seems she stated her job title as if to indicate her power and knowledge as a reason for her decision, and was almost confrontational in her tone despite my gentle and unimposing approach. Maybe my appearance was enough for her to judge me as aggressive, or maybe she simply does not know how to communicate pleasantly. Either way, it was uncalled for. I understand that there is a policy, but I have been given flexibility under similar circumstances with A&T in the past so I was shocked by the rigidity in her response. I calmly explained that my partner and I had our appointments booked back to back (1.10pm and 1.35pm), hoping that this might incentivise her to accommodate us, but she point blank refused and allowed only one of us to be seen. My partner went in for her test at 1.22pm and was out at exactly 1.36pm - this not only suggests, but proves that both eye tests could have been completed with time to spare, regardless of my 6 minute delay. To add insult to injury, my partner (who had a completely separate and unbiased interaction with her, as I went in alone initially) had an equally disappointing experience. She said she wished I had just let her go to Specsavers as she did not feel cared for or looked after during her appointment due to the blunt and cold attitude of the very same optometrist. I took my partner to Ace & Tate as means of introducing her to a brand I love, so I'm very disappointed and almost embarrassed to have been completely let down. Customer service goes a long way in this world, human connection is what brings quality to and differentiates our day to day experiences. Based on today, I could've gotten better customer service from a computer.
Apr 15th, 2023

I wasnt seen as I was 6 mins late for my appointment. I understand the general 5 mins policy but this seems a bit excessive
Apr 10th, 2023

After a frustrating time trying to get an existing prescription verified online, I went into the store. Mo and his team identified the issue and helped me get my glasses very quickly. I definitely recommend ordering your glasses in person and appreciated the extra support I received at this location. Some good looking glasses, too!
Mar 9th, 2023

Baddest costumer service The guy at the reception is so rude , he needs to change asap.
Feb 10th, 2023

Never been happy with the optician service- they always try to make you new glasses, even when you don't need a new pair. Happy to finally find the place I can trust!
Jan 18th, 2023