Specsavers Optical Group review: Formal complaint regarding lack of informed consent and poor patient communication

Dear Specsavers Customer Service,

I am writing to express my disappointment regarding the service I received during my eye examination appointment at your Scottsdale Mall location today at 12:30 p.m.
After arriving for my appointment, a staff member took me into a dark room and performed a few preliminary tests. Immediately afterward, without explaining what was being done or asking for my consent, she placed eye drops in my eyes and advised me to wait outside on the grey chair until the optometrist was ready.
When I was called in, the optometrist completed the examination and then informed me that the eye drops had likely started taking effect and that my vision would be blurry for a couple of hours. This was the first time anyone mentioned the purpose or effects of the drops.
I have never worn glasses in my life and had no reason to expect that my vision would become impaired after the exam. Had I been informed beforehand, I would have made arrangements for someone to drive me or scheduled the appointment when I did not need to return to work immediately afterward.

When I walked outside the clinic, my vision was extremely blurry, and the bright sunlight made it nearly impossible to keep my eyes open. I was completely unable to drive safely. I had to call my husband at work, who had to leave his workplace with a friend. His friend drove my husband's vehicle while my husband drove my car home. This caused unnecessary disruption not only to my workday but also to my husband's workplace. I also had important work responsibilities that I was unable to complete because of this unexpected situation.
Around 3:30 p.m., I called the Scottsdale Mall location to ask why I had not been informed in advance that my pupils would be dilated and my vision would be affected, or why no instructions had been provided before the appointment. I explained that if I had known, I would have planned accordingly. Unfortunately, I did not receive a satisfactory explanation.
My concern is not about the eye examination itself but about the complete lack of communication and informed consent. Patients should be clearly informed before dilation drops are administered, including:

Why the drops are being used.
The temporary side effects, including blurred vision and light sensitivity.
That they may not be able to drive safely afterward.
Whether the dilation is optional, so they can decide whether to proceed or schedule it for another time.
This information is essential for patient safety. It is unacceptable to administer medication that temporarily impairs vision without first ensuring the patient understands its effects and has made appropriate transportation arrangements.
I understand that Specsavers currently offers a $99 eye examination, but affordable pricing should never come at the expense of quality of care, patient communication, and safety. The lack of proper explanation and informed consent by your staff is a serious concern and could potentially result in someone being involved in a motor vehicle accident or suffering another preventable incident.
I hope you will investigate this matter, review your staff training and patient communication procedures, and ensure that future patients are properly informed before undergoing pupil dilation or any similar procedure.

I look forward to your response.

Sincerely,

Satvinder Arora