Hidden Hearing - Guildford Avis 94

Taken on time. Relaxed MOT. Delightful audiologist.
Just wish she could do more to improve my hearing.

A thorough follow up was carried out. Their customer service is excellent. I received a warm and friendly welcome. My medical history was discussed knowledgably and with empathy. Some small adjustments were made to my hearing aids making everything crystal clear again. I thoroughly recommend the team at Guildford

Staff always polite, informative and interested in my issues with hearing. Prompt efficient service

Excellent experience at the Guildford branch very friendly and professional, would thoroughly recommend the service.

I have been a customer/patient with HIDDEN HEARING since 2017 and I have found them to be understanding and accommodating, I would definitely recommend them to anyone with hearing difficulties.

Your Rep " Naomi April Graham " explaind more
about the aids than other Rep in the past
She know what she was talking about

Very pleasant visit. All went well, it was on time and problem free

I was very pleased with my visit to your Guildford assessment unit . Was treated very professionally but at the same time a friendly atmosphere. Thank you

Great, friendly service, highly experienced personnel, very knowledgable regarding the data gathered from hearing tests and the various hearing aids. Great explanation of test results and how the hearing aids work and open to any questions. Spent a long time describing the hearing aids I selected and how to maintain, clean and adjustments via my iPhone. Brilliant all round.

Testing proved my hearing was deteriorating and required different aids to assist with better hearing

Darren was very professional and thorough. He explained everything clearly and took a lot of care with the tests.

Always good at notifying changes to appointments. Staff in the office and at surgeries very helpful and friendly

Very decent people and efficient. Guildford.

I was seen earlier than appointment time - this was great as I was in hurry

Excellent customer service

I always get top service when I attend.

I also have a good rapport with Michael whom I have known for a number of years.

Prompt and efficient service from a very pleasant lady (Katherine)

the level of the understanding shown by the consultant was exceptional

Very professionally handled. The process of the hearing test and the result fully explained as was the different type of hearing aids. Was fitted with one and the follow up arranged. After only a few days I am delighted with the product and my hearing totally transformed and I have full confidence in the product and the staff at Guildford

After dealing with the NHS (not bad, just your typical slower than normal service), I thought I’d treat myself by going private. I booked a typical hearing test, listened to the usual sales pitch from the audiologist, and decided to trial what was advertised as the best hearing aid on the market. I saw it as a bit of a self-care splurge.

For context, I suffer from severe tinnitus in one ear, something that was noted but clearly not considered important by the audiologist. Still, the hearing aid was sold as the perfect solution.

When it was ready, I went to pick it up, paid £250 upfront, signed a contract, and popped it in. It was... okay at first. But just a few hours later, my tinnitus flared up badly, and it was clear the device wasn’t doing what it was supposed to.

I kept a diary of my experience and, by the end of the third day, it was clear this hearing aid wasn’t for me.

No problem, I thought, they offer a full refund within a 60-day trial period.

I returned on the scheduled feedback day, explained my issues (again, no real care or concern shown about the worsening tinnitus, probably because it can’t be "cured" anyway), and was told the refund would be sorted.

The next day (Saturday), I noticed a pending charge from the finance company for £150. Odd, but I assumed it would be corrected the following week. Then, on Monday, I checked again and found that the £150 had been taken from my account, in addition to the £250 I'd already paid. That’s £400 gone, and no full refund in sight.

In short, it feels like this audiologist is in it purely for the money. The whole experience came across as a commission-driven transaction rather than a patient-focused service. I saw no genuine care or interest in helping me beyond the initial sale. I tried what was supposedly "the best" and ended up worse off, both in health and in finances.

Long live the NHS. They may be slow, but every time I’ve dealt with them for my hearing and tinnitus, at least they’ve shown they care.

Can’t say I didn’t try.