Boots Opticians

What a surprise that not answering the telephone is the most criticised aspect of Boots Opticians in High Chelmer. To add insult to injury, the High Street store has the same number now with the same result. We used to be able to get information or ask them to e-mail and ask High Chelmer to call us, but that avenue is now closed.

My husband has already gone to an independent store in the town, telling Boots to remove his name from the mailing reminders list, but, you guessed it, the reminders keep coming. They can’t even get that right.

The majority of clinical staff are excellent, though some new younger ones do not understand professionalism in dealing with customers properly. I cannot judge the current long delays mentioned in being seen by staff or attended to by floor staff as it is so long since I last went there because no reminder letters to make an appointment have been received.

Unfortunately, the coronavirus pandemic had been used as a God-sent excuse for bad or no service at all by Boots, among too many companies. There will be consequences,

The optician refused to see my 88 year old mother because missed the start of her emergency appointment. She had used public transport which was running late.The appointment was because she had paid and waited a month for a pair of glasses that had a previous prescription in. There is more but I will spare you. This isn't service it is robbery and torture!

Staff are wonderful, kind and very nice when you go in. They are clearly doing their best despite being woefully understaffed, but since 2020 I have found Chelmsford opticians to have deteriorated to the point of it being extremely difficult to contact them to book appointments and stay on top of my eye health. I cannot call and get through - tried 15 times - tried numerous times over the last two years - no answer. Never any answer.

I have called Boots head office about this problem three times over the course of the last 18 months, each time they ring the store and they can't get through either and then they just say - 1) it's technical problems 2) there are insufficient staff and it's the store manager's responsibility - not ours. The store state they are hiring but you're best to come into the store if you can...

I do appreciate covid/ numerous factors have contributed to make staffing difficult, but why do the store not employ a dedicated receptionist to answer calls? Why do head office not fund this much needed staff member? We pay to be on the advantage scheme and therefore we expect calls/ emails to be managed. This is what a business does - they should answer phones and emails so that people may make appointments/ raise queries.

It is simply unacceptable to require people to solely physically go into store to get the attention of staff whilst head office admit they cannot reach their stores themselves either. In fact, I find it a very ableist, privileged view assuming all people may find it easy to physically attend the store just to make a simple appointment. What about disabled people or those who work full time? Are they expected to just be able to come in when a 2 minute phone call to book could resolve matters?

The online booking system is not fit for purpose either as my appointment could not be made that way. Other times I've tried to use it for appointments I can make online only to find it is booked out for 6 weeks! This is no use if there is an emergency or people need timely care.

Last time I went into the store I found people complaining at reception because - they can't get timely appointments, can't get through on the phone. When is Boots head office going to take responsibility for its store and fund the staff that are desperately needed?

This store needs to resolve its staffing issues and I suggest head office help them as over 2 years it is not getting any better - it is merely accepted that the culture of not being able to reach anyone via phone or email is acceptable. It is not. Boots will lose more staff if they do not handle this as the amount of unhappy people is increasing and staff are facing many complaints over this issue.

Tried buying a Phillips 3000 razor on discount atv 65 pounds, after a long wait theyr tried charging me 125 pounds. Staff were rude so I left.

Walked into Argos and same razor 55 pounds!

I had a lovely appointment with joy and would happily visit again ☺️

Lovely staff! I could tell that they were extremely busy but I was not rushed in choosing my glasses and I felt they did everything that they could to provide with my eye test, consultation and consideration of my budget.
We are living in very difficult times and we all need to bear that in mind! Especially with all health related service providers.
Ps, they did answer the phone although it was my 3rd attempt

I arrived at boots for an eye test. I was greeted by a polite young lady and was shown where to sit. Three minutes later I was shown into the treatment room.This young lady was also very polite and very knowledgeable.
The treatment was fantastic.
I was told to sit and wait and would be told when I would go into the next treatment room. Two minutes later I was greeted by another polite and young lady. I was in this room for about half an hour and this lady was very Knowledgeable and efficient.
I came out and was told to sit down and wait. Two minutes later another polite young lady took me over to the desk to discuss my chosen new glasses. This young lady was also very knowledgeable and an expert at her job.
I came out of my appointment really satisfied with everything. The members of staff in the Chelmsford shop were 100% perfect and an asset to your company.
The fantastic staff who treated me were, Amy, Sandhya and Khelis. All were perfect professionals .

Well done and thank you all very much.

Barry McIntyre.

awful telephone service no reply after waiting numerous times
i drove in to re-schedule glasses collection to wait for an hour outside the shop (due to covid restrictions) No one came to attend to customers and I gave up. Am now calling the head office and have been waiting on this call for ages, still no means of contacting anyone! Good opticians