“I had an eye test in Chard Specsavers yesterday and was told I could not drive my car home and must get someone to pick it up, there would be a letter sent to my GP saying I could no longer drive, he said I needed a cataract opp I did not appreciate the manor in which I was given this result as I can read a number plate from a greater distance than required.
I went directly to another private optometrist and had another test at my expense which proved I was okay to drive, in fact there had been a slight improvement in my distance vision so I needed a slightly different lense which is ordered, and my cataract has not changed it is not impairing my vision.
Always get a second opinion as it might be worth it.”
“I have been a Specsavers customer since 2014 and genuinely regret giving them so many chances. Over the years I have repeatedly had problems with prescriptions, glasses, contact lens orders and having to return to the store to get mistakes corrected. My mother has had similar issues. In the last few years, I stopped buying from Specsavers, but recently decided to give them another chance. Once again, a simple process became mistakes, phone calls, repeat visits and wasted time.
My mother had an eye test at the same time as me and was given glasses she could not see properly through. She only speaks Italian, so I have to attend and translate. When I called, I was warned that if we skipped an initial glasses check and the prescription turned out to be unchanged, we could be charged for another eye test. She was eventually retested and her prescription was changed significantly, so there genuinely had been a problem. Even getting a manager to speak to us was a struggle.
Then came my contact lenses. My previous right-eye lens had an Axis of 170, but the new right-eye trial Specsavers gave me had an Axis of 180. I still want an explanation for this change because I could barely see through that trial lens. Fortunately, I had brought my old lenses. The optician suggested my old lens in the right eye and the new trial in the left. That combination gave me very good vision, and the new left lens was a significant improvement. The only issue was an obvious yellow/green tint, and I was told the same correction could be supplied without it.
I left wearing one old and one new trial lens. When I ordered the contacts, I specifically double-checked that we were ordering the old prescription for the eye where the new trial had failed and the improved new prescription for the other eye. The optician overheard me and called out to confirm this was correct.
The order then became another mess. I asked for the lenses to be posted because I was going on holiday. Weeks later I received a text saying they were ready in store. My mother was then told they had already been posted to me. They had not. I called and was promised a callback; nobody called. I chased again days later and was finally told the lenses had been sitting in the store the whole time. Only after further chasing were they sent.
After all of that, the prescription I received was still not what had been agreed. The left eye, where the new trial had improved my vision, had been put back to my previous prescription. Ella was genuinely helpful when I called, but I was told the optician's notes apparently said I disliked the tint, the lenses were unstable and I wanted to return to my old prescription. That does not reflect what happened. Disliking the tint did not mean I wanted to lose the improved prescription; we had specifically discussed using that correction without the tint. If I wanted my old prescription in both eyes, why did I leave wearing one old lens and one new one, double-check the combination when ordering, and have the optician verbally confirm it?
This is what I find unacceptable: their mistakes repeatedly become my responsibility to sort out. A prescription is wrong, I return. A delivery does not happen, I chase. A callback is promised and never made, I chase again. An order does not reflect what was agreed, I have to investigate it.
Mistakes can happen anywhere. What is not acceptable is making this many mistakes, repeatedly wasting customers' time and making corrections unnecessarily difficult. We are paying hundreds of pounds for these services. Getting the correct prescription and receiving what was actually agreed should be the absolute minimum.
After being a customer since 2014, I have completely lost confidence in Specsavers. I would tell anyone considering them to save themselves the time, frustration and repeat visits and go somewhere else.”
“I accidently broke my glasses frame. Despite being under12months old I was told the frames are discontinued and would have to buy new glasses. I feel this to be a complete rip off. Imagine if you bought a new car and less than a year later you are told it is scrap, because the spares are no longer available. Disgusting business practice. AVOID SPECSAVERS. AVOID BEING RIPPED OFF.”
“I’m disappointed with my experience at the Specsavers Kenaston Crossing location. My insurance was run without confirming coverage, and afterward I was told it was my responsibility to check. The staff member, Mona, was quite rude when I picked up my glasses. Unfortunately, I won’t be returning.”
“I had a eye test in a Newport Shropshire branch that part was brilliant. No problems. Could not find a pair of fames I like in that store. So whilst in Shrewsbury branch of specsavers or which I've used for over 30 years before the Newport branch opened
Picked two pairs of glasses and fames specifically told the cell assistance to send them to Newport shops.
After waiting 3 weeks decided to ring the Newport branch the lady on the telephone told me they're in store ready for collection but when I arrived at store they could not be found when I told him I'd rang in advance they discovered they'd got it mixed up with an order from last year. Wish they found amusing but the problem was they still didn't know where my glasses were which made them titter even more.
Few hours later I received a phone call to tell me they've been located in Newport South Wales again which the staff were very immature and thought was funny and told me he could possibly another week before it will be ready to collect my glasses.
No apologies from Specsavers so I decided to cancel the order. I will now take my business elsewhere after 30 years of using specsavers. I know things go go wrong but it was unprofessionalness of their staff”
“If i could give Specsavers 0 stars i would my husband had a major stroke last year needs 24/7 care can't talk or walk so needed Specsavers to visit at home when the women came with a student she didnt really test properly i ask if that was it when she going she said yes 3 weeks later the student brought hes glasses after a couple days they were digging into he's nose after ignoring my calls for a week the student eventually came bent the glasses never ask if he could see ok i told him these glasses hurt hes eyes and he keeps taking them off he said ring Specsavers as usual couldnt get thro kept trying the few days later eventually got to talk to the same women said she would ring back after telling her the problem but didnt so am ringing and ringing Specsavers am exhausted by this time the women came on said your husband has already had after care NO he hasn't anyway she said il ring you back she didnt two days later I rang she said we cant give your husband another eye test free it will cost him £60 and he will have to pay for some new glasses £150
But i said its only been 4 weeks since he got these glasses cant help that she said when I wasn't agreeing with the women she cut me off talk about heartless and no compassion I wouldn't ever recommend Specsavers they dont care if the person having the test can't communicate they dont know how to test my husbands eyes anyone watching the socalled optician testing he's eyes would know she couldnt get it right and she knew I knew absolutely disgusting.”
“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.”
“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.”
“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.”
“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.”
“I wrote a review outlining my VERY bad experience with SpecSavers, but I don't see it anywhere, so I assume it was "too negative" and they refused to post it. Since I am apparently not allowed to say what happened, I will say: let the buyer beware.”
“My GP sent me to Crosby branch, Merseyside to have my ears cleaned. But I advise others not to bother. They charged me £55 and didn't do both ears. The one they did wasn’t done properly, and they wanted to charge me another £27.50 as a ‘goodwill gesture’ to finish it off properly, so I walked out. This obscene charging practice is proof that these places feed off and perpetuate the privatisation of the NHS by stealth.””
“I am a Keyworker looking after vulnerable adults and without my glasses I couldn’t see to give medication or write reports during the COVID lockdown my glasses broke I went to my local store to get them repaired I couldn’t get in so rang the number on the door that told me to go online and send an email which I did that was 8-9 weeks ago I’m still waiting for a response
had to resort To good old fashioned Super Glue”
