Boots Opticians Scunthorpe - Oswald Road

I have been a Boots opticians customer for years. However, the customer service at this store has become increasingly abysmal. As such, I’ve decided to cancel my plan and move to a new opticians. I had recently been experiencing mild irritation in one eye and was under the care of the contact lense optician whom I had seen on multiple occasions to investigate and review it. After many recent visits and tests (one of which I paid extra for) it was determined that there was no structural abnormality in my eye. The optician suggested it must be a reaction to an allergen in my environment. This was a correct diagnosis as it was indeed my eye moisturiser that was causing this irritation. Once I stopped using it, the problem resolved without issue and I continued to wear my contact lenses. I informed Boots online who duly updated my records and advised me to collect my most recent lense delivery from the Scunthorpe store. However, upon arriving at the store, the staff couldn’t find my contact lenses, it was chaotic. After various conversations with multiple members of staff and a long time waiting, they eventually located them. A staff member then proceeded to tell me that I would need to book an appointment to receive them as the optician needed to look at my eyes. I informed her that I had just recently been fully checked and it was determined that my eyes were in excellent health. I urged her to review my notes which would show this and illustrate I had met the requirements of my contact lense annual check-ups. The staff member was blunt and patronisingly told me that she ‘wouldn’t be giving me them today’ and that I would need to book another appointment. Whilst I recognise the need for risk management and safe care, being a health professional myself there is also a need for common sense and high-quality patient experience which should be underpinned by effective patient record-keeping. Given the chaotic and rude nature of the staff and the fact that they were clearly not willing to understand my situation or review my notes, I felt that cancelling my subscription would be preferable. I asked for her to cancel it and provide me with a refund for the lenses. She then proceeded to tell me that she would request it but that I couldn’t get an immediate refund, I would need to log into something called ‘Adaro’ to manage my account online. She told me I would receive an email. Upon receiving the email it allowed me to access the account once, but my subscription was still showing as active. When I tried to log back in this morning there was a message informing me that my link had expired and that I needed to contact my local Boots store for another link. To say this process had been frustrating is an understatement. I’ve cancelled my direct debit as I fear my subscription has not been cancelled as she promised. I am also doubtful as to whether I will ever get a refund for the lenses that are being held at the store. All in all, this could have been easily resolved with good customer service and patient care.

I took my elderly mother who's mobility is not great as I though it would be easy to park here and no lifts etc to deal with. The access was so easy but that was only the start. Every single member of staff we had contact with were so friendly. All smiling and polite. We had an issue with the glasses my mother chose as she needs a strong lens which means thick heavy glasses. Whenever the staff tried to order the thinned down lenses it kept saying not available. In the end after an hour and about 4 members of staff involved they managed to get the glasses specially ordered. I was holding my breath for the price as my mother is widowed and on state pension but they price matched the original quote then gave her 25% off for having and advantage card. BRILLIANT !

I was really impressed with the friendly professional care provided by the whole team.

Appointment time kept. Procedure as expected. I have been before. Options seemed expensive but discount helped and I need best possible lenses at my age.

Care attention and patience when choosing frames.

The care and customer service received was fantastic as always.

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My optometrist was late arriving, which made me late to my next commitment. He was very helpful though and suggested some good options for a new lens trial. He also advised me that if possible I should not open my new box, because I will then be eligible for credit. I learned his name at the end of the consultation, when I asked him.

I can't praise the optometrist enough for the check on my eyes.i have suffered with sore red itchy eyes for five years.my GP and the hospital did not sort it out.he suggested it was an allergie and suggested some eye drops which worked within a few hours.i am so grateful to him and such a pleasant young man.please thank him for me

Range of tests less than we have experienced in Boots at Royal Leamington Spa