I’m writing this review to express my deep dissatisfaction with the service I received from Manor House Dental Care, and to hopefully prevent others from wasting their time and money as I have.
About three weeks ago, I booked a dental hygiene appointment over the phone. The woman I spoke to confirmed the appointment and took a £20 deposit to secure it. A few days later, I received a voicemail informing me the appointment had been moved to 1pm, which I accepted and adjusted my schedule accordingly. As someone who works full-time, I had to take time off work specifically for this appointment.
However, on the day of the appointment, I decided to call the practice just to double-check everything was going ahead. That’s when I spoke to a woman I believe was named Emma, who very casually informed me that my appointment had been cancelled. No prior warning, no call, no email — nothing. I was shocked and confused. When I asked why I wasn’t informed earlier, she simply said the hygienist had cancelled.
Already annoyed, I was told I could be rebooked for the following Thursday. I accepted and even wrote down the time and date in my notes to make sure I wouldn’t miss it. Again, I took more time off work to attend the appointment.
When I arrived at the clinic the following week, I was told at reception that I was not on the system. They couldn’t find any record of my appointment. The receptionist looked confused and said she had no idea what had happened. I was asked to wait while she “looked into it,” so I sat there for 15 minutes, frustrated and still with no clear explanation.
Eventually, an orthodontist came out and asked me to explain the situation again. She was polite and did her best to help. It was eventually discovered that there had been a mix-up between my old patient records from years ago and new records, which apparently caused the confusion. Frankly, I don’t understand why there are multiple records under the same name — that’s a serious administrative failure. However, this orthodontist was the only helpful person throughout the entire experience, and she kindly rebooked me for an evening appointment two weeks later, so I wouldn’t have to take more time off work.
Fast forward to today, the day of that third appointment: I get another voicemail saying my appointment has been cancelled again — this time, because the hygienist cancelled all their appointments for the day.
At this point, I’m beyond frustrated. I’ve now had to take time off work twice, received zero communication in advance about cancellations, had my records mishandled, and experienced a complete lack of professionalism or accountability from the staff — aside from the orthodontist who tried to help.
To make matters worse, when I went in to request my deposit back, they were unable to refund it to my original payment method and instead gave me the money back in cash. Another inconvenience in an already ridiculous situation.
South of England
