Letter of Complaint - Advice *2nd update post 20*

[Chilly]

I'm writing a letter of complaint to my opticians, how does this sound, any advice?

Dear D & A Customer Care Team,

I am writing to complain about the terrible service I received from your Reading branch on Saturday. To start with the person on reception while not doing anything wrong did nothing right either, he didn't smile or offer assistance in any way. Second I was kept waiting for nearly 40 minutes in a cold waiting room with no apology. Thirdly when I did get in to see the optician we were interrupted several times by one of the sales/customer assistants. I was told that my eyesight had only changed slightly but they still expected me to buy new glasses. Next I was only shown what I believe to be expensive glasses and when I asked for something cheaper no alternatives were given. Then to cap it all off I was told that I would have to pay £10 to have my work's form signed so that I could claim back money from them. When I complained the manager came over and it has to be said he was the rudest manager I have ever met, he was dismissive of what I had to say and made up some clearly bogus story about why they were running late and I still didn't get an apology. Suffice to say I didn't buy any new glasses and won't be using D & A again.

Yours Sincerely,

 

[carolfoy]

seems fine to me Claire, but can I just add............

Shoulda gone to specsavers

 

[jen_uk]

seems fine to me Claire, but can I just add............

Shoulda gone to specsavers

I was completely ripped off by D&A a couple of years ago , never again!

 

[mandymouse]

seems fine to me Claire, but can I just add............

Shoulda gone to specsavers

It looks good to me too Claire

 

[Chilly]

seems fine to me Claire, but can I just add............

Shoulda gone to specsavers

Oh thanks for reminding me, I meant to put that

 

[misskrystal]

I used to work for D&A and they are very expensive, so it probably wasn't the assistants fault that the only glasses they had to show you cost so much. They're also really forced to push certain brand lenses, which of course are more expensive. After working there, I wouldn't buy from them either.

However, it is their job to suggest you buy glasses when there is any change in prescription, so I wouldn't include that in your letter.

Their customer service sounds terrible. You definitely deserve an apology.

 

[Jets fan]

I recently left SpecSavers and went to The Eye Academy in Windsor, near where I live. As I'm diabetic I have to be careful with my eyes and unfortunately SpecSavers were absolute rubbish when I started to have problems with my eyes.

You letter sounds good though - good luck

 

[Dimplenose]

Oh dear. I changed my optician because I was never seen on time - I always thought that appointments were for both parties to stick to not just the optician.

That said, I feel a letter of complaint should include a desired outcome. Do you want your test fee refunded or the £10 for the form - or are you just writing to inform them that you are no longer going to use them in which case I'd start by telling them that.

Otherwise the letter is fine. They need to know how customers are being treated.

Libby

 

[Chilly]

Oh dear. I changed my optician because I was never seen on time - I always thought that appointments were for both parties to stick to not just the optician.

That said, I feel a letter of complaint should include a desired outcome. Do you want your test fee refunded or the £10 for the form - or are you just writing to inform them that you are no longer going to use them in which case I'd start by telling them that.

Otherwise the letter is fine. They need to know how customers are being treated.

Libby

I've already sent it but thanks for your reply. I don't care about getting anything back off them although of course something would be nice. I just want them to improve their service.

 

[DisneyJo]

I hope you get a satisfactory reply Claire!

 

[Chilly]

This is the reply I got...


Good afternoon,

Thank you for your e-mail.

Please accept my sincere apologies for the service provided by our Reading branch. At D&A customer feedback is highly regarded and your comments have been recorded for consideration by the management and area manager of this branch, together with the appropriate parties at our head office.

If there is anything I can do to restore your faith in D&A, please do not hesitate to contact me.

 

[Dimplenose]

Glad you got a reply so quickly, but I doubt you will be going back to them.

Libby

 

[DisneyJo]

What a terrible response

 

[natalielongstaff]

that seems like a standard response to me !

 

[Chilly]

that seems like a standard response to me !

exactly, you'd have thought they would have at least said why they wanted me to pay the £10 charge. I'm going to write back now and ask they about it.

 

[mandymouse]

I wouldn't be happy with that reply either Claire

 

[Chilly]

I've just writeen back and said...


You can explain to me how you can justify trying to charge me £10 to sign a form during my appointment (that I paid for but did not get at the appointed time) which would have taken all of 10 seconds to do?

I look forward to your response.

 

[MazdaUK]

I haven't used D&A for over 30 years - I was only a kid! First, when a pair of glasses I chose was discontinued, rather than admit it they bent the bridge to make it fit me. I was sitting on the sofa one day watching TV and they just snapped across the bridge. When my mum hauled me and the spec to D&A the officious woman said "she was playing roughly". When mum sdaid I was watching TV she replied "you can't believe what kids tell you". Then the replacement glasses were made up too strong, so i felt I was falling over, and she said "there's nothing wrong you just have to persevere". We had them checked by another optician, who we remained with till he retired. I've been with my current (independant) optician over 10 years - avoid chains! (Especially on glasses unless you want to look like Larry Grayson )

 

[Lizzy Lemon]

Have used a very good independant optician for years but the lure of buy one pair get one free drew me away (can't remember where to though!) but I know I wasn't happy and returned to my original optician. Terrible reply to your original e-mail, hope you get a more satisfatory answer second time around.

 

[Chilly]

Another rubbish reply...

It is policy at D&A to charge a £10 form filling fee as more demands are made on our professional optometrists time. Some forms may only take a brief amount of time to fill in, others are more involved. It would seem fair to charge the same amount regardless of the length rather than explain why some forms carry a charge to complete and others do not.

This answer makes no sense to me!