I have used Harley Medical before, but this time I purchased a set of 2 treatments. I arrived 10 minutes early to the first treatment to find I couldn't get in the building. The Chelmsford branch is a buzzer system, so you can't get inside without being let in. I rang the buzzer to be let in, and called the clinic for 30 minutes whilst I stood outside the front door. No one answered. I finally got into the building when another patient was leaving. At this point I was a bit annoyed because I'd been left standing outside for 30 minutes, and my treatment was supposed to start 20 minutes earlier.
A staff member appeared, I told her I had been outside for 30 minutes, and her response was "Sorry lovely, do you still want your treatment?". I did have my treatment, and only at the end did the staff member say they were very short staffed. I felt like they had been ignoring the buzzer and my calls in the hopes I would give up and leave so they wouldn't have to do my appointment.
I was so disappointed. The staff member didn't really seem bothered by what had happened. I can understand being short staffed is challenging, but that doesn't mean you can leave your customers standing outside the building for 30 minutes, unable to even access the waiting area to sit and wait. I wouldn't have been as disappointed if I had been let in, told about the staffing issue and that appointments were running late, and then sit in the waiting room. But unfortunately that didn't happen.
All my past experiences with Harley Medical have been good, but all of those staff members no longer work at the Chelmsford clinic. My second appointment was fine, but I'm now very hesitant about using Harley Medical again and looking for other options....
Emma W - 01 December 2019