Specsavers Opticians and Audiologists - Uttoxeter

Collected new glasses, very efficient and friendly
Apr 7th, 2023

Fantastic
Mar 30th, 2023

Mar 22nd, 2023

Excellent service and back up
Mar 22nd, 2023

Waited a few weeks for an audiology appointment with an NHS referral to Specsavers (NHS privatisation) due to some distressing resent balance issues (GP told me to get hearing test then would go for a head scan) I drove to Uttoxeter, paid for parking and when arrived on time for my much needed appointment . I waited a while to be served because nobody was on the counter and all the staff didnt seem to notice I was there. I finally got the attention of Jasmin the manager by catching her eye because I was worried I would be late for my appointment. She said the Audiologist had cancelled and I should have been informed, (which I hadnt), she apologised and said All I can do is contact Chelmsley wood. I was confused by this because I thought the first thing she would do is re-book me in. I then said that I was fed up I hadnt been contacted, and fed up that she hasnt offered to book me in. She then said oh ok,asked me to sit down and then proceeded to book me in 3 weeks later. I asked if I could get in sooner and when she said no, I asked if i could make a complaint and she proceeded to get the details and said she would contact Riz in Chelmsley wood, (Riz and Laura Jacks own Uttoxeter and Chelmsley wood as it is a franchise) I then later that day got a phone call from Sanijet in Chelmsley wood (Rizs manager), she was not empathetic and seemed very irritated by having to call me due my complaint about a no show audiologist and wanting a closer appointment. I felt her manner was in much need of some customer service training, she was very snotty and unprofessional. I asked who else I could complain to because I felt she was quite rude and not interested in helping me get a new appointment earlier or deal with my complaint. She refused to give me any formal complaint details but reiterated there was no point because all complaints come back to her and she would do nothing. I challenged this and she said I was being rude and put the phone down. I phoned back in and was told I was banned from Specsavers, (which she didnt have authority to do), I asked if they recorded our conversation for this to be escalated and they said they hadnt. Very distressing and absolutely outrageous service from an NHS provider. This is what happens when you use unprofessional private companies to carry out NHS services. I am intelligent enough to take this further but I feel for somebody else who needed there hearing tested urgently due to severe health issues. My NHS ENT appointment has now been delayed until I can get a hearing test.
Apr 21st, 2023