user: Yet again I am here for my appointment. No optician. Disgraceful. Second time.
agent: Hi Ray, I am very sorry about this. Did you discuss this with the Opticians manager? - Allyn
user: I will if they ever get in. I was told 29mins 12 mins ago. Disgraceful.
agent: If you do not have any luck, please send us a DM with all the details and we will feed this back to their head office - Allyn
user: I've sent a DM after the same happened last week. Promised to be called. Never was. Sent another today. No response.
agent: Hi Ray, I can see that my colleagues are going to be replying to your DM soon - Allyn
user: I've sent DMs with details
agent: Hi Ray, please check your DM's Skye has responded to you (: - Rocsi
user: Yes it says we missed the first 72 hours we promised by a week so wait another 72 hours. Not good enough is it? As timely as your opticians
agent: I'm really sorry Ray, please be assured this wasn't intentional and has been escalated to the Regional Opticians Manager to investigate.
user: I saw your optician arriving 20mins after my appointment time. Laid back strolling in late. No care for others time. Should be laid off
agent: Hi Ray, as advised you'll receive a response within 72 hours. Many thanks - Laura

Customer is complaining that Opticians are not attending to him as per the appointment. Agent assures that it wasn't intentional and has been escalated to manager to investigate, also states that he will receive a response within 72 hours.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Yet again I am here for my appointment. No optician. Disgraceful. Second time.
agent: Hi Ray, I am very sorry about this. Did you discuss this with the Opticians manager? - Allyn
user: I will if they ever get in. I was told 29mins 12 mins ago. Disgraceful.
agent: If you do not have any luck, please send us a DM with all the details and we will feed this back to their head office - Allyn
user: I've sent a DM after the same happened last week. Promised to be called. Never was. Sent another today. No response.
agent: Hi Ray, I can see that my colleagues are going to be replying to your DM soon - Allyn
user: I've sent DMs with details
agent: Hi Ray, please check your DM's Skye has responded to you (: - Rocsi
user: Yes it says we missed the first 72 hours we promised by a week so wait another 72 hours. Not good enough is it? As timely as your opticians
agent: I'm really sorry Ray, please be assured this wasn't intentional and has been escalated to the Regional Opticians Manager to investigate.
user: I saw your optician arriving 20mins after my appointment time. Laid back strolling in late. No care for others time. Should be laid off
agent: Hi Ray, as advised you'll receive a response within 72 hours. Many thanks - Laura

### Response:
Customer is complaining that Opticians are not attending to him as per the appointment. Agent assures that it wasn't intentional and has been escalated to manager to investigate, also states that he will receive a response within 72 hours.