“I can’t believe how appalling Specsavers’ customer service has been. Their so-called 100-day satisfaction guarantee isn’t worth the paper it’s written on. I had a problem with a pair of glasses that was clearly due to a Specsavers error, yet they expected me to pay to fix their own mistake. Unbelievable. Instead of resolving the issue, they were quick to offer a refund, leaving me without any glasses at all. Based on this experience, I would strongly advise others to stay well clear of Specsavers.”
“Specsavers claim their whole selling point is good customer care, but that hasn’t been my experience at all. I paid £210 for glasses under their 2-for-1 offer and was not informed that both pairs must have the same prescription, including the same reading lenses for sunglasses.
Because of this, the sunglasses I received are basically useless. When I pointed this out, the staff member showed no concern and simply told me I would have to pay extra to have them changed – meaning I’d be paying for their lack of explanation, not my mistake.
They were very quick to take the glasses back and issue a refund, but that doesn’t excuse the poor service or the failure to explain an important policy upfront. This is easily the worst customer service I’ve experienced. I would strongly recommend staying well clear.”
“Absolutely appalling experience with Specsavers.
I paid for their top-range glasses and used the two-for-one offer, asking specifically for my second pair to be sunglasses. At no point did the sales assistant explain that they would be fitted with prescription lenses. As a result, I now have sunglasses that I cannot see out of.
When I went back and explained the issue, I was told I would have to pay to change the lenses—despite this being entirely Specsavers’ fault for failing to explain this at the point of sale. I made it clear I would not be paying for their mistake.
Instead of resolving the issue properly, the sales assistant showed zero interest in helping and simply told me to bring both pairs back for a full refund. I did not want a refund—I just wanted the sunglasses corrected. She clearly didn’t care.
To make matters worse, Specsavers’ customer care team were just as useless and equally uninterested in resolving the problem.
Shocking customer service, poor communication, and no accountability whatsoever. I would strongly advise people to stay well clear of Specsavers.”
“I’m beyond angry with Specsavers. This has been a complete waste of my time from start to finish. Due to useless management and shockingly poor customer service, I’ve been left with NO glasses at all. No accountability, no urgency, and no proper communication — just excuse after excuse.
The in-store team were incapable of resolving a problem they created, forcing me to escalate the issue to head office. This level of incompetence is unacceptable, especially for something as important as vision.
Avoid if you value your time or expect even basic customer service.”
“Really disgusting. Avoid specsavers!! Awful service. I booked an eye test and contact lense check over the phone for 1.20pm at the Cramlington store, turned up, and they told me it was booked for 2.30pm. I wrote it down as 1.20pm, it was DEFINATELY 1.20pm, as i confirmed twice on the phone and it was written in my calendar too and they never sent me an email or text to confirm. I also wanted to buy glasses, why should i have to hang around for 70 minutes? They clearly made a mistake. Will take my business elsewhere but not before complaining to your head office. A letter is being sent. Disgusting as i took time off work, lost time and money. I had a double appointment booked needed an eye test, contact lense check AND new glasses too. Im so angry! Fyi they never bothered sending me a text or email confirmation.”
“I haven’t had my prescription glasses not even a year and the one pair broke, your organization does not want to cover me for the frame , this is unacceptable. I paid good money for these and there is no positive response on replacements”
“At Specsavers Rouse Hill Town Centre. I am a 70 year old man. I had an early appointment with the audiologist, whose name was Zara. I was there for an annual visit to readjust my hearing aids. She gave me a hearing test and explained everything carefully. I did the full hearing test and spent time speaking about the difficulties I had. She treated me with respect and spent time explaining everything carefully. I am more than happy to recommend this store and Zara.”
“Extremely disappointed with the service at Wednesfield Specsavers. When I arrived to collect my new glasses, I was wearing contact lenses. Rather than being offered a simple solution, such as a contact lens case (even to purchase), I was told to take the glasses home and only return if I experienced an issue with the vision. This meant my glasses were neither tested nor fitted properly before I left the store.
This is unacceptable — I should not have been sent away without the glasses being checked and adjusted as standard practice. Basic customer care and professionalism were lacking, and I left feeling very dissatisfied.
This was my first and last time I visit this store and might just switch to Vision Express next time. My experience was deeply unprofessional.”
“Clare, in the Bedford store, went above and beyond in helping me obtain new spectacle within my limited price range. I couldn't have asked for better customer care.”
“Rang my local branch in Wakefield as I had severe trauma to my eye they got me in the next day and also straight into an urgent appt in my hospital ,I had a scratch in my cornea and was put onto eye drops to avoid infection.The stand out service for me was this wasnt my normal optician they didnt attempt to see me so I will continue with Specsavers from now on .Excellent service thankyou for looking after me when I was in severe pain and concerned for my sight .”
“Me & my partner had the best service from Ruby she went out of her way to make sure we both walked out of the Solihull store happy,there was a little hiccup but all was sorted very quickly,Ruby is a very professional young lady but with the ability to make you feel special and she cares about making your experience a happy one.”
“I wanted a second pair of glasses for a particular application, playing the piano. I went into Specsavers Lewisham to enquire. I was listened to and tested, with the optician helpfully getting a tape measure to check that the prescription would work at my intended reading distance of 60cm. The glasses were surprisingly cheap, and they work really well - I can no longer blame my glasses when I play the piano badly!”
“I have used Specsavers for many years and have always had a good experience. Today, my husband came down to the shop as I had broken both legs on my new distant glasses. He was told they were not repairable but the young man he was dealing with very kindly took them away and removed the lenses and put them into a new identical frame, without any charge, what an angel! I am disabled and had a fall which caused me to fall on my glasses, which I broke. What an amazing young man and also the company, will of course be back!! Thank you so much Margaret Johnson.”
“I needed extra contact lenses as I'm going away. As I haven't ordered them on line before, I left a telephone message for a call back. A young lady named Hannah from
the Sydenham branch rung me, I told her I wanted them urgently and asked if they could be posted as I am unable to get to the store. She said that was possible, but I wouldn't get them in time. She then said she lives near me and will drop them off. What a lovely young lady, going that extra mile.”
“As always I went to Belle Vale branch today 1/7/2025.
From the minute you enter the branch you are welcomed with a smile.
Isha was there to do my eye test, her helpful manner and professionalism was nothing short of EXCELLENT!!!
She made me feel so comfortable doing my test, explaining everything in detail to me. She was a complete pleasure to meet. Please pass on my comments to the branch Belle Vale Liverpool. They are such a happy team who make your visit pleasurable.
Thank you to them all.
Irene Collins.”
“I had a great experience at Specsavers Sunninghill, thanks to the amazing front desk team — Lerato, Nelika, Tshepo and
Also Dr Lisolethu. They were friendly, professional, and incredibly helpful throughout the entire process. From check-in to guidance with forms and appointments, everything was handled smoothly and with a warm, welcoming attitude.
It's clear that they care about customer satisfaction and work well together to create a pleasant and efficient environment.
Highly recommended!
Thanks.”
“SpecSavers at the Shops of Don Mills is a waste of time. After an eye exam from there in store Doctor, I tried to purchase reading glasses. The glasses burn my eyes after wearing them for 10-15 minutes. I kept try to wear them for over a week with no improvement. When I went back to the store there attitude was unprofessional and aggressive. After about an hour of dealing with there questions and issues they finally agreed to return my money. Serious waste of time! The old saying you get what you pay for certainly does apply.”
