So Insensitive...

...I took a MAX bike from work at Lekki to the lab in Festac in order to make good time. I arrived the lab at about 4:25pm and to my shock was informed at the front office that "radiology has closed o. They close by 4pm, didn't they tell you?" I was speechless for a few seconds and tried to reign in my temper. "Why was I not told about that when I came in last week? I asked you and you said you close by 7:30" . And she goes "I thought that radiologist would have told you". At this point I was both angry and sad. Does this mean I have to wait 1 month to get this done? I have paid already and it's not cheap! What happens to my next appointment with my doctor?
I sat down and I could not hold back my tears...

Details Of Experience Shared

What is the name of the product, service or company? EL LAB

How would you describe your experience? Poor

Please share details of your experience. 

I had to have some tests done and I chose El Lab because it's close to home and I know the customer traffic there, so I assumed they must be doing something right.

5th October I left work early so I could get the first round of tests done as the tests were date specific. My information was taken at the front desk after I presented my doctor's notes and I made payments. My blood was taken for the first test and all went well till I had to be booked for the 2nd and 3rd tests (again date specific). I was directed to the radiologist and my first impression of her was horrible. She had her back to me when I got in and just responded with sounds to my greetings. " I'm here to book for an HSG and TVS " I said, and her response; "Hmmm" . I asked a few more questions and again got sounds as responses with me still facing her back. By now I was getting a little irritated and snapped at her to take a look at my form and let's get this over with. She looks at the form and asks her intern to check the calendar. Then the intern goes "date falls on Thursday 11th October" and the Radiologist says "ok madam come on the 11th for your test. Shaking my head I left and returned to the front desk where I asked when the lab closes and was told 7:30pm. Fast forward to the 11th of October, I was having a very busy day at work and could only get away at 3:00pm. I took a MAX bike from work at Lekki to the lab in Festac in order to make good time. I arrived the lab at about 4:25pm and to my shock was informed at the front office that "radiology has closed o. They close by 4pm, didn't they tell you?" I was speechless for a few seconds and tried to reign in my temper. "Why was I not told about that when I came in last week? I asked you and you said you close by 7:30" . And she goes "I thought that radiologist would have told you". At this point I was both angry and sad. Does this mean I have to wait 1 month to get this done? I have paid already and it's not cheap! What happens to my next appointment with my doctor? I sat down and I could not hold back my tears. The manager came out trying to pacify me saying the test could still be done the next day. All I could think of was how insensitive they all were. I put my life at risk taking a bike from Lekki, i left my work and you want me to repeat the same the next day? Wow!! I walked out of the lab that day in tears.

Will you buy this product/service again? Maybe

Will you recommend this product/service to others? Maybe

How can this product/service be improved? Good customer service is not about smiling at your customers. They need to pay attention to details especially because it is a health facility.