Brixtonsmiles Reviews 2

My Invisalign dentist: Dr Coldagh Scanlan gets 10 stars out of 5 she was absolutely amazing. She studied my case at the very end of the Invisalign and communicated with the factory back and forth to make sure it was absolutely perfect. She made sure I was completely comfortable and happy with changes along the way. Superstar! I gave 4 stars as the practice sometimes cancelled appointments and where staff had leave/I was away didn't match up I sometimes had to wait an additional month and a half for an appointment for my next scan of retainers. On the whole they had very good availability of appointments and timings around the typical 9-5 work hours which was great.

I left a review on Google with 2 stars, but they only accept 4 & 5 star reviews. My review is hidden on Google. I emailed Brixton Smiles to ask why my review is not visible and just received an email back from D*** who was there yesterday (21.11.2022) as the receptionist, saying "Thanks for the review". She did not at all answer my query why my Google review wasn't visible. They have ONLY 4 & 5 star reviews which is suspicious, the few 1 & 2 star reviews are hidden. That's why I now give them 1 star here as censorship is not acceptable.

Last week I booked an appointment for yesterday 3pm, got confirmation of the booking. All good.
A day later I received a text & email that the appt was canceled because I didn't pay the £85 in advance for the Hygienist.
BUT, there is NO payment option on their website AND I didn't see anywhere that I had to pay in advance. Instead, I was able to book online AND got confirmation of the booking.

After the cancelation I called Brixton Smiles during opening hours last Saturday & was waiting for 13+ minutes in the waiting line. Mind you, this pracitce is very small with not many people working there.

I finally opted to get a call back, hung up, and within 30 seconds got a call back for a new appt yesterday 3:30pm.

I paid the £85 in advance over the fone which I don't like to do. I was informed that my money would be deducted if I miss the appt or are late. Ok, no problem.

Later in the morning morning I received a text saying that I could come already @ 3pm if I want to. I got ready, but arrived @ 3:05pm and another customer was taken in. (Later that customer paid in cash, meaning he didn't have to pay in advance like I had to. Very confusing and inconsistent).

So, I waited for my 3:30pm appt. At 3:50pm (20 mins AFTER my appt) I started mentioning my appt & was taken in a few minutes later without an apology.

I briefly stated with the hygienist about their 20 mins lateness but was met with a defensiveness that I could get my money back & not have the appt. No apology. Nothing. Just defensiveness. I pointed out that £85 was taken from me which would be partially or fully kept by Brixton Smiles if I miss my appt or am late without a certain amount of time calling in advance. Yet, the hygienist took a customer at 3:00pm+ knowing it would take 45mins missing my appointment on time.

I even ended up apologizing to the hygienist for me raising my concern about her lateness, which in hindsight is crazy that I apologize to make peace because she became defensive.

I have NO issues with lateness, but I have an issue that my money is taken with the pressure to be on time but my time is not respected.

I felt that the hygienist was offended that I pointed it out to her. But would she have preferred for me to not say anything and then just leave a 1 star review?

To make up for the lateness I believe the hygienist gave me a full hour & explained everything very well, giving me tipps etc. This made up for a lot.

One more feedback would be if it's possible to have a chair or hooks in the room itself as I had to lput my jacket (it was raining) & bag on the floor.

As this is a chain & not an old business, the overall practice was VERY clean & had a pleasant ambience all around. The receptionist as well as after the initial bumpy start with the hygienist were both very courteous & attentive.

My only issue is, PLEASE respect customers times/appointments, especially when you take their money upfront.

I may not look like it, but I had to save for this £85 and we're in a cost of living crisis. I treated myself for my upcoming birthday. Please respect EVERYONE'S time AND finances.

Other than that, my teeth look brand spanking new and a job really, really well done! I appreciate that I was prepared for every move done and well explained. I'm very grateful for that.

I understand from the other reviews here that the receptionist or whoever from the chain will respond with the usual, but it's not necessary. Please just take my feedback to heart & RESPECT your customers' waiting time or give them a rebate etc.

Recap, 3 points taken off for:

- The website not having a payment feature and not being clear to pay upfront but letting me book incl. sending the booking confirmation and then canceling the appt AFTER the booking confirmation.
- Long wait-time on the fone while being called back within seconds after I left a message.
- Lateness of the hygienist with no communication upfront and no apology but being defensive while taking my money upfront.

Other than that I'd give this a 5*.