I have just called to book in an appointment for IPL (Marble Arch branch) and it's taken 25 minutes. The girl on the other side of the phone sounded like she was half asleep and did not know what she was doing! How hard is it to book a single appointment?! That's almost half my lunch hour gone now. The website used to allow users to book their own appointments, but that feature has been removed for some odd reason. I think they need to reinstate the online booking feature so as to remove the frustrating process of trying to book your appointment with an untraining receptionist.