I have never left a review before - on anything. But after the experience I had at the Tottenham Court Road branch yesterday, I had to leave feedback. I arrived on time for my eye test appointment, yet waited 20 minutes in the waiting area, while I watched other customers arrive after me, and be attended to for their eye test, before me. Eventually I had to mention this to staff, before I was then seen. Once with the member of staff, they proceeded with the eye scan, which had to be re-done 6 times, because their machine wasn't working. I then went into the eye test itself, which was completely fine; except the person I was with, continually forgot my details - asking me the same questions over, and over, and over again, with me having to remind him of my previous answers. I have a DD monthly lens subscription, and have done for years now. However, they had no record of me on their system, or what type of lenses I use, and once the eye test was completed - I was asked in the lobby area, to pay £10 on the spot for the test. Which I had to embarrassingly argue in front of other customers, with the fact that an eye test every two years, is under my package subscription. Eventually they told me "don't worry about it then", and I left. I have never, ever, ever, experienced anything like it.