"To Whom It May Concern
I would like the Senior members of Head Office to receive a copy of this email letter as I feel very much, that the above staff at
Vision Express, Goring-By-Sea, should be recognised and valued for their absolutely wonderful service to me, as their actions may have
saved my sight and have prevented me from more serious problems. I explain below.
It was approximately 1 year ago, on a Monday, I was in a shop and my L eye felt as though something was in it and it would not clear. I went to nearby chemist and purchased Optrex. This did not clear my eye. I felt something was amiss and telephoned Vision Express and spoke to Kerry who advised me that if certain symptoms appeared, I must go straight to A and E and she would book me an eye appointment for Thurs.
The same evening, my eye developed flashing lights and it felt as though a contact lens was flipping on and off. I should have taken Kerry's advice and gone to A and E but had taken strong painkillers, for another problem, and was very sleepy. Early next morning, my vision was blurred in L eye and I phoned Kerry who was concerned I be seen urgently. As they were fully booked, she phoned me back shortly afterwards and had re-arranged an appointment so that I could be seen that morning.
The optician explained that I had Acute Posterior Vitreous Detachment and that I needed an urgent appointment to be seen at the hospital. This can be serious as the retina may tear and if not seen soon enough, may cause sight loss. Being very short-sighted at -7.5
this can cause problems.
He completed a report and he and Kerry faxed it to my Dr same day. By the time I was seen by my Dr at 4pm, my Dr had read the report and completed an urgent referral to the hospital.
You may think this is all, but your staff went beyond their duty to help me and protect my sight.
I had problems being seen at the hospital and sought Kerry's advice as regards my eye health and that I was considering a private
consultation. Even though it was Kerry's day off, the receptionist, Melanie said that under the circumstances, she thought it was appropriate to phone Kerry. I actually spoke to Kerry about 3 times over 2 weeks as I needed her advice.
Eventually, acting upon her advice, I was seen at an emergency clinic at the hospital.
Although I have expressed my gratitude to Kerry and her team I very much feel that they deserve recognition by those Senior at Head Office. Kerry was most perceptive and professional in dealing with my eye health and ensuring I received urgent examination. I cannot thank her enough. They consistently helped me and prioritised my eye health. Kerry knew me well enough over the years, to know that I was not someone to make unnecessary contact and knew my eye health history. I feel unable to put into words my heartfelt gratitude as I feel that words cannot convey how vigilant and absolutely First Class they are. I knew when I telephoned, that from my previous experiences and examinations with them, that I was in very capable hands and receiving high quality professional care.
I have been a client for many years. Initially, in the 1990s, I went to Brighton when it was Melson Wingate where I had contact lenses. I moved away and then moved again to Littlehampton. I returned to same opticians, then Batemans, Brighton. However, as there was a
Batemans much nearer at Goring-by-Sea, this is where I settled. This became Vision Express with the same staff. Therefore, I have been a client for approximately 20 years. I felt strongly, that I wanted to remain with the same staff as I received the most professional and
thorough and helpful service. Having worn glasses since I was 7yrs old, I had seen several opticians.
I admit I do not purchase as many glasses as I would like owing to the expense. I have high index lenses for short-sight and astigmatism.
approx 450 pounds each time. However, I have to say, yet again, Kerry very much helped me. I had always wanted rimless glasses. When I
moved away and was unable to wear contact lenses as I used to, no optician would provide me with rimless saying the prescription was
too high. Kerry, however, showed me a pair made up with similar prescription. And ever since then I have rimless glasses!
Without wishing to waffle, my vision and my sight is extremely important to me. I have always felt that I would rather not be
alive than lose my eyesight. No amount of money can put a price on eyesight. I knew nothing of this condition, Acute PVD,
until it happened to me.
Actions speak louder than words. The team ensured that I was given urgent attention and dealt with it with superb efficiency. I felt this was more than because they are doing a professional job; it was customer care at its greatest. I am so grateful
and I hope that you can see from reading this, how very much they deserve praise and recognition from those at Senior level at Head Office because if they saved just one person's sight, then they have given one person their life back and made life worthwhile.
Please do not let the time factor detract from this letter. I realise it has been almost a year since these events - this is because I have
had other health problems and stressful problems which made me low for some time. I will be returning to them soon for sight test and new glasses.
I apologise for the delay but PLEASE, Chief Executive, Managing Director. Senior Management - whoever reads this email letter - please acknowledge the team at Goring-By-Sea because I strongly believe their professional actions, vigilance and kindness has preserved my eyesight. I feel in very capable hands with them and know that I will be well looked after. I have recommended them to friends and sung their praises.
Thank you with all my heart to them and to Vision Express for keeping these valuable staff.
"I have bought some glasses for the first time recently from Vision Express, Goring-by-Sea branch. I had my eyes tested elsewhere but did not like any of the frames that were available at that Opticians and so that led me here.
I had been advised to try verifocals, for the first time, and chose some frames which I am very happy with. But, I found the reading part of the verifocal glasses too small. I went back to Vision Express and they have changed the lenses, using a different supplier, and I am trying again. I have also been advised by Kerry that if I cannot get on with the new verifocals then we can try something different.
I am extremely grateful for this guarantee as glasses are so expensive (£399) and for the very professional care and advice that I have received.
I would certainly recommend Kerry and her team at Vision Express."
"Brilliant service, as ever, when I went in today to sort out prescription sunnies. Kerri had my needs sorted out within 30 minutes and I will very soon be in possession of not one, but two pairs of glasses, ready for both summer and winter.
Thank you, Kerri and Amanda for brilliant customer service."
"Recently bought 2 new pairs of glasses and Kerry made the experience so easy. I don't like choosing them at the best of times, but Kerry's advice was genuine, helpful and very professional and I am very happy with them. Thanks very much."