Appointment
Appalling.
I had left work early to arrive in time for my appointment at 4:45. I had to leave no later than 5:30 to catch my train at 5:45.
It got to 5:20 and still no sign of being seen by Ollie then another dentist attended to me giving me my retainers.
The staff had then assumed I did not want to be seen at all with Ollie for my polish and Ollie had then taken in another patient - I was quite literally gob smacked. I had not waited 45 minutes to then leave without being treated and have to return to waste yet more of my time.
I was eventually seen to by Ollie at 5:30, having missed my train and cancelled my other evening commitments, he was very apologetic and did take responsibility for the lateness.
However I found it hard to say “it’s ok” as simply it is not, I have made a complaint before around lateness of appointments and poor customer service so this simply wasn’t a “one off”. I said how disappointed I was and that I would have appreciated being rung in advance to be told it was running late, rather than waste my time sat in the waiting room for so long.
I was offered whitening gel as compensation, however I didn’t really see this as compensation as I have not long ago completed my whitening course and don’t want to whiten my teeth further now. Given I have spent nearly £4k, a monetary refund on part of my treatment would have been more appropriate for the consistent inconvenience caused.
It truly is a shame as I couldn’t be happier with my result but the customer service has completely tainted my experience.
I had left work early to arrive in time for my appointment at 4:45. I had to leave no later than 5:30 to catch my train at 5:45.
It got to 5:20 and still no sign of being seen by Ollie then another dentist attended to me giving me my retainers.
The staff had then assumed I did not want to be seen at all with Ollie for my polish and Ollie had then taken in another patient - I was quite literally gob smacked. I had not waited 45 minutes to then leave without being treated and have to return to waste yet more of my time.
I was eventually seen to by Ollie at 5:30, having missed my train and cancelled my other evening commitments, he was very apologetic and did take responsibility for the lateness.
However I found it hard to say “it’s ok” as simply it is not, I have made a complaint before around lateness of appointments and poor customer service so this simply wasn’t a “one off”. I said how disappointed I was and that I would have appreciated being rung in advance to be told it was running late, rather than waste my time sat in the waiting room for so long.
I was offered whitening gel as compensation, however I didn’t really see this as compensation as I have not long ago completed my whitening course and don’t want to whiten my teeth further now. Given I have spent nearly £4k, a monetary refund on part of my treatment would have been more appropriate for the consistent inconvenience caused.
It truly is a shame as I couldn’t be happier with my result but the customer service has completely tainted my experience.
— Charlotte O
Verified review (1646476)
Review left 3 years ago
This review was collected via email feedback service.
This review was collected via email feedback service.
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