David Clulow

I booked in for a free eye check at David Clulow with O2 Priority Moments to see if the service is better than my current optician (Boots).
At the end of the eye check, the optician Sharon offered me a free trial of the newest lenses, Total Dailies 1, and informed me that they cost £42pcm on a direct debit scheme. I thought this seemed reasonable so agreed to a free week’s trial. I specifically asked her if there was any cost in trying out these new lenses, and Sharon clearly said no.
A week later I popped in to trial the new lenses and, no sooner had I put them in my eyes, Sharon asked me how I wanted to pay — by direct debit or in bulk. There was an awkward pause & I replied that surely I should wait & see if the lenses suit me, before buying them! I already told her at the last appointment that most lenses do not suit me, and I have difficulty finding ones that work.
Moreover, I have seen many many opticians over the years, and her approach astounded me. No decent optician will try and sell you a lens before first trialling it for at least a week. She also told me the cost would be £46pcm, another surprise given that only a week ago it was £42pcm!
The final surprise was when she booked me in for another appt for a week later, and told me to pay £25.40 upfront for a ‘contact lens check’! When I pointed out that she hadn’t told me about this cost in advance, she had the cheek to tell me that if I signed up to the direct debit scheme she would remove the charge. An ethical optician would inform a customer in advance of any costs. I had clearly asked her if there was any cost to trial these lenses, and she very clearly said no. It’s not a free trial if you have to pay!
I left with the feeling that Sharon was going for the hard sell, and prioritised that above customer service. Rest assured, I shan’t be stepping foot in David Clulow ever again. Boots may have a mass market approach, but at least the staff are honest and prioritise patient safety above the hard sell. The residents in Kensington & Chelsea are used to a high level of service, but the service I received from David Clulow fell far below my expectations and I don’t appreciate being taken for a mug.