“First had glasses made with wrong prescription, then glasses that were extremely uncomfortable, staff not helpful, a little patronising, ignore you,glasses quality rubbish, styles not adequate,won't be going again.”
“I visited Specsavers store in Stratford london yesterday, to have routine check and glasses done yesterday, the service was fine, but the prise was sky high with simple frame and lenses, I hope they will bring the prises down otherwise lot of people will end up going some where else.”
“Uttoxeter SpecSavers staff were all apleasure to be around. Very relaxing atmosphere. Anisha's expertise may have saved my life it feels. My brain has been bulging. Vibrating at times the Drs just say the scans are clear. I finally for the fitst time ever got my eyes tested. Both times with Anisha and she made me feel like i stepped into the future. Finally. She was like the Dr ive been searching for.. its exactly like the tv ad says..
Thank you to all of the ladies to who helped me, but thinking my brain might be okay soon is mega. Special thank you for Anisha for sharing her knowledge explaining everything perfectly.”
“Great service received from THAZ in Slough branch, she was very professional and got lot of patience with all our questions. She got outstanding customer services skills.”
“On entering the store I was greeted by a lovely optical assistant her name was Brooke - she was smiley, chatty & made me feel at ease. I then went to have my pre assessment with Nathan who again was so lovely & patient with me. I had my eye test & Brooke helped me choose some glasses and sunglasses, she was so helpful, patient, kind and caring a real asset to Specsavers. A week later I went to pick my glasses up & was helped by Brooke again, also a lady called Brenda who again was lovely. Excellent service from them both, & a real asset to the company.”
“I recently visited Spec-Savers Soneike looking for a specific frame I had seen elsewhere. Although they didn't have it in stock initially, the consultant, Zayyaan Hassiem, went above and beyond to assist me. Her constant follow-ups and prompt communication made all the difference. Thank you for the excellent service!”
“Shocking service! Got prescription completely wrong in one eye. Had 3 eye tests and remade twice. Glasses causing actual eye pain told me to go home and wear them. Went in again with pain in eyes this time a dark haired woman was very stern and intimidated me into taking them home again when should have given refund. Today refused to give refund on Facebook support saying they had to remake the glasses. That was THEIR fault! Incompetent! Never worn the glasses so £149 DOWN THE DRAIN!”
“I am a 78 year old lady who visited yesterday the 19th January.
I took my hearing aid into Specsavers yesterday as one of them was blocked again, and I was helped by a lovely gentleman called Dan. This isn’t the first time Dan has helped me, and once again he was absolutely wonderful.
He was so kind, patient and reassuring, and he sorted the problem out quickly and professionally. The difference was amazing — I could hear properly again straight away and I was honestly over the moon.
Dan made me feel listened to and cared for, and nothing was too much trouble. Customer service like this makes such a difference, especially for someone my age. Thank you so much, Dan — you’re a credit to Specsavers.”
“I attended an audiology appointment in Upton, Wirral today about hearing and hearing aid problems. Hannah Roberts sorted out the problems and gave me guidance as well as arranging to write to my gp. Her knowledge, competence and clear understanding of the technology shone through. She’s a first class benefit to both Specsavers and their customers. So pleased to have met you Hannah.”
“My name is Ingrid Mampane. Today I visited the SpecSavers Lenz Quarter for an eye-test and purchase prescription glasses. The optometrist Mohamed Rassool provided an exceptional consultation, he was professional, kind, knowledgeable and explained every step of the eye-testing process which made me feel comfortable and at ease. Natalie at the front desk was exceptional in assisting with choosing the right frames and lens options. She was also very kind and patient, making sure that I make the best choice in selecting the most suitable package option. I would definitely recommend everyone to visit Lenz Quarter SpecSavers because they truly go the extra mile for their clients. Kudos to an amazing team!!!!!”
“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.”
