The Service Healthcare - London

Katie

The reality of what you get and what they offer is very different. Short review: DON'T USE!
Long version explains why.
1) the eye test is done with very dated methods. No advance technology to precisely diagnose your vision or eye conditions. The optician who completed the eye test didn't listen to me and didn't take into consideration any historical facts about my eyes. My eyes are very sensitive to astigmatism correction and I can't handle change in the prescription that would be different for both eyes. Yet she decided to completely change my prescription... spheres, astigmatism correction and axis. No negotiation, no taking into consideration that I spent a day in front of computer and this could have impact on these discrepancies that she very happily picked on. I was so anxious about this new prescription that I decided not to pursue with the idea of new glasses.
2) Next day they emailed the prescription with an invitation to chose the frames with "10% discount for any future orders for myself and my friends/family". Great I think! I saw a frame that I liked so I attempted to find another pair... to make the best deal of buy one get one free.
3) During the payment I was informed that "I must have read the email incorrectly as the discount only applies after the initial order."
4) There were two things I really needed reassurance before I completed my order:
- what about the aftercare? Especially with a new prescription, I wanted to be sure that I will be able to come back and be helped. I was reassured someone will be on a site at least for next 3 weeks and then they go to the nearby hospital so I could also go there if needed.
- it happened to me before that my pupils distance was measured incorrectly so I asked the gentleman who took the order to double check this for me. 62 he said first...then he changed to 61.
5) So this service is specially designed for people who work in the organisation - it's convenient and offers a free eye test for employee. On Wed after 6pm (usually people work until about 5 right?) I received the email I have to pick up the glasses the next day.
I explained I can't do it as I had a training in different location. They said that in this case I will be given time any day next week. This seems a bit as setting the customer for a failure with such a short notice and then expectation that people will wait for the order until their convenience. The moment I requested to speak to manager and my money back someone called to say of course I can pick up glasses whenever I want.
6) Experiencing headaches, dizziness and vision sensations I asked for consultation and repeated eye test. I have been told that an eye test is not needed. I emailed the office to say I do need an eye test as I can't accommodate and I can't wear the prescribed glasses. I was reassured I will have an eye test. Next day there was no eye test. My pupils were measured and it was noted to be 64. I tried to say I don't think it is the only matter but again I was not listened. The glasses were taken to be redone.
7) No notice about the pick up date. I was told on the day to come and collect my glasses. No consideration for people work! Even though I explained I am not office/on site based and I work in the community. I have to be given notice to arrange my diary.
8) New glasses didn't do any difference. I felt all the same. At this point I was told I am seen by the senior specialist. I explained my journey and he said I can go and do my own independent eye test unless I want to wait for them to arrange.
9) Went to specsavers. Didn't say a word so they could be impartial. Only my spheres went up -0.25 nothing else.
10) It took 1,5week to complete new order, with no updates nor again estimation of delivery. Finally I asked again to speak to manager to be then told my glasses will be delivered to me next day at my location.
Now I enjoy finally my glasses however I lost all the confidence that they are properly fitted and the lenses quality is not great - smearing easily.
I tried to complained but I was not acknowledged. SHAME!