Office review: Please avoid!!

Awful customer service / I’d advise avoid!!

I began my journey with River Medical in January 2020 and everything originally seemed great. I attended a consultation and really liked the surgeon so went ahead and booked surgery for May 2020.

I was due to travel to Dublin for my pre-op in April 2020 and had rang/emailed/messaged on social media many times as I wasn’t sure if it was still going ahead due to Covid and it was only 2 hours before this appointment I finally got a response to say no. I was then told someone would get in touch to reschedule but had heard nothing so I then recontacted in August 2020 with still no update. I appreciate covid has been difficult but if River Medical could afford to pay staff to constantly run their social media throughout the pandemic to attract business I believe they could afford to pay a staff member to at least maintain some form of contact with existing customers…

It wasn’t until May 2021 that I was offered the option to attend their Belfast clinic (which I later found out had been reopened for months previous) and I was left very disappointed with my consultation. The clinic was held in a run down MRI building (no reception area, cracked leather seats etc) which isn’t the quality I’d expect to receive from a private medical company. I also wasn’t able to try on any sizes so would of been going into surgery completely blind.

I’ve also been called the wrong name quite a few times (Charlotte and Niamh) which isn’t professional particularly when I’ve always signed off both emails and messages.

I’ve given the company many opportunities as I did like the surgeon but finally decided to look elsewhere and so requested a refund. Upon filling out the refund application it stated “please allow up to 30 days to process” which I considered normal however River Medical have yet again let me down by claiming their “accounts department are under pressure” so still have not yet received a refund. My advice would be to avoid this company!