Watford Dental Practice - Ratings and reviews
Reviews
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Review titled Awful and misleading practice.
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
I recently had an extremely disappointing experience with this Dental Practice in Watford, and I feel compelled to share my negative encounter. This dental practice has proven to be lacking in professionalism, friendliness, and, most importantly, empathy! Moreover, I was shocked by their complete disregard for clear communication and their inability to ask for necessary details when cancelling an appointment on time Despite informing them about my change of address, they failed to inquire about the updated information needed to send a refund cheque. This negligence is both unprofessional and careless, leaving me frustrated and inconvenienced. To add to the frustration, the dental practice made no effort to explain their refund policy when I called. I was left in the dark, unsure of the process or timeframe for receiving my refund. Clear communication and transparency should be fundamental aspects of any reputable dental practice, but sadly, these were sorely lacking. They only provided this ‘explanation’ after I have chased about my refund a few days later and they were calling me by the wrong name with no apology! Also this was coming from one of their managers or the manager whatever! My experience with this Dental Practice has left me deeply disappointed and concerned about their lack of professionalism and patient care. I strongly urge potential patients to consider other dental practices that are committed to providing quality service and empathy when expressing a concern! Pathetic service! I hope that by sharing my experience, it will encourage them to reflect on their shortcomings and take the necessary steps to improve their professionalism, friendliness. It is essential for dental practices to prioritise clear communication and demonstrate professionalism! Is such a shame as before I was very happy with them and used them a few times! But this experience is appalling! I can also see that in the other reviews where people express their poor experience with them to make sure to ‘familiarise’ with their policy and so on (defensive there eh?) but they don't look at themselves and at their misleading policy that they don't even share with patients!! Also maybe get some proper training on how to speak to patients!! Im still waiting for the cheque they keep mentioning!!! They delayed this for no reason!! No real apology or anything again pathetic!
Visited July 2023
Review titled Watford Dental Practice
Replied on 12 July 2023
I am sorry your experience has been a disappointing one. It’s a shame that our back-to-back emails that included several apologies were not enough and you felt the need to post a negative review. I will take this opportunity to apologise again. On 03/07 you spoke to one of the receptionists asking to cancel your appt. You informed the receptionist that you were ‘moving’. Moving being future, not past tense. The receptionist assumed you had not changed address yet. You stated in your review that you informed the receptionist you changed address. I have listened back to the phone call, lasting 1 minute 47 seconds, at no point did you give the receptionist this information. She is not a mind reader. You emailed the practice on 06/07 informing us you had not received your refund. The receptionist replied via email that it had been posted and is on its way to you. You responded and explained that you assumed the refund would reach your bank account already and that the refund process wasn’t explained to you. On 07/07 the receptionist emailed you back and apologised that our refund process wasn’t explained to you and asked you for your new address. You responded with your new address and stated how you find this service misleading. I then responded to you, sending my apologises that there has been some confusion surrounding your refund. You then responded informing me that the receptionist said, ‘all done’ when you asked for a refund, I then apologised on behalf of the receptionist that she did not make it clear when she said ‘all done’. I explained to you that ‘all done’ she meant your refund request has been submitted and your appointment has been cancelled. I then informed you that I have spoken with the reception team to ensure that this one-off situation won’t happen again and that extra training will be provided to them. I addressed you incorrectly by one letter by accident. I am sorry that me adding an ‘s’ onto the end of your surname has really offended you, but I can assure you that this was a human error. You was rude and threatened, ‘My surname is Adam and not Adams first of all. You said that twice now. I expect this refund/cheque whatever it is, to be received asap before I take this further.’ I did not respond to you as I didn’t feel like you were speaking to me as politely as I was to you. You were very rude, calling us unusual and ridiculous. We are human beings and we do not deserve to be spoken to in this manner. Most businesses take 5-10 working days to process refunds. You have waited 8 working days, which I believe is reasonable. I am sorry you’re frustrated and have had to wait to receive your refund. Please ensure you familiarise yourself with your future dental practice’s policy surrounding refunds. I will instruct them to make things clear just in-case patients don't understand how we operate. I hope that brings you piece of mind for future potential patients. Apologise again, all the best. Watford Dental