Dear Mr Onur Köksal, I am client of vision express Swiss Cottage branch. I am finalising the contact lenses process of trials. I was very happy with Priya the optometrist and Ash sales assistant and wrote a brilliant google review accordingly. They are also well aware that I am a cancer patient. Unfortunately on Saturday 20th Jan I went to the branch and the front desk lady couldn’t find my appointment in the computer , I showed her the email confirmation and text confirmation and took me to another computer to check. A colleague came to assist and eventually I was told I had to wait as they couldn’t find me but the will fit me in between appointments. Unfortunately some of the undesirable side effects of cancer treatments is incontinence, bladder and bowel problems. After a while waiting I felt in real need of a toilet and asked to please let me use the toilet explaining that I am a cancer patient and I was really desperate, I was told NO by not one but 3 of your employees. Two said said the toilets are for the staff and not for public use, I implored to make an exception taking into account my disability and I was refused and invited to walk out of the shop and visit a nearby McDonalds. By this time any sudden move felt very risky and I was getting increasingly stressed second by second, physically sick and humiliated by the refusal of your staff and by the fact that not one person from vision express staff was able to make an exception considering my condition. I find this inhuman, unkind, and shows that they were unable to take a decision to make an exception to their toilet company policy of staff only use. By then I was in tears, incredibly upset, I open the door to leave the premises but it was too late. I was already soiled . Then I gave a thought and came back into the shop and told them it was too late and the damage was already done, so I was going to have my appointment done as I wasn’t intending to come back to the shop again. I am writing to you to let you know that I find disgraceful the behaviour of your staff towards a client clearly in need, this tells you clearly the lack of empathy and absolute disregard towards a disabled ill person with cancer. I do understand they are not obliged to let clients use the toilet as staff only use is the company policy, however sometimes a little bit of kindness goes a long way when there is a person in need, they showed a lack of decision making as one of them ( I.e. shop manager could have make an exception). To clarify the appointment was at 9:30 am on a Saturday morning and the shop was not busy at all, in fact I think I was the only client left when I was about to leave. When I sat back on the chair the optometrist mentioned that she couldn’t carry out the test because of the tears on my eyes. I was given some tissues dried my eyes and continue with my appointment in such a state. Not very pleasant at all, left me feeling really low and disheartened about how this society has become so ill and selfish.