“Collected new glasses. Experiencing significant discomfort with both pairs even though I have been back three times. Now want a refund. Being told I can’t have one as they are “ bespoke” this is not how they advertise nor what I was told at purchase, both say 100 day return/ refund policy. Have been offered new frames but as fitting is the issue I don’t want them as I don’t trust anyone to fit them properly. I need a refund in order to look at other options. Glasses were £400 it’s not a small amount of money especially on a pension but as I need varifocals I have to pay this sort of amount to have something I need to wear every day for a number of years.
I have sent a complaint but it should not be this difficult.
I asked for a refund two weeks ago but was persuaded to try yet another alteration. At that point it was also noticed that the lenses in the 2nd pair were incorrect so they got sent back and I waited two weeks to get them again.
Pick up appointment was with a new member of staff who just asked me if they felt ok. I explained it’s not always immediately apparent if they will be comfortable. Poor girl just didn’t know what to say or do.
I will never go back to specsavers but hope they will eventually do the right thing and refund my money.”
“St Albans Everard. Took 87 yr old husband there. Impatient audiologist, spoke very fast, gabbling. Desperate to sell expensive heating aids, make some money . Wanted us to look at small and faint result of minimal hearing test and take a photo, incomprehensible. Keen to tell us how to claim on house insurance if lost. Said she didn't feel well. Not really the way to deal with old and frail man living in a nursing home. What a waste of time.”
“Its time to leave Specsavers before someone has a serious mis-disagnosis at the hands of these absolute crooks. Take it from genuine people who used to work there, we are all leaving in huge numbers, we have seen the otherside and its zero patient care, no training, poor lens quality, trainees and apprentices everywhere. Not fit for practice. Lets hope the GOC can do something to help Protect these patients and the poor staff before its too late!!”
“Took my son to the Selby branch on Wednesday at 12 o’clock it was like a cattle market people had already being sat there over an hour he was given the test 4times cos it wouldn’t give a proper reading maybe the damn machine is faulty he wanted to keep his own frames just put new lenses in they tried everything to get him to buy new frames he stuck to his guns and told them no specsavers have become a greedy money makeing company they overcharge you stuff”
“All they want is your money. €30 for a free test. Not sure how this makes it free. My frames are perfect so just wanted lenses in two pairs of glasses. €500 I was told to replace the lenses and keep my frames. Would not return.”
“I contacted them to order the lenses.
They offer unnecessary eye tests. The staff has one task to take as much of your money as possible. Do not address them.”
“Terrible - I arrived for an appointment. Had to wait. Asked for the ladies toilet. There was none.
This is third world!!
I am older (like most of your customers ?) and cannot wait.
I was embarrassed - and so were the staff.
A spanking new building - very impressive as long as you are a robot”
“I have been a customer for years always costing about £300-£500 for my glasses but their lenses have changed they are terrible a soft cloth marks the lenses mine look like a skating rink after days even though I look after them I have to bear these for another year WILL NEVER USE SPECSAVERS AGAIN SEVERELY DISAPPOINTED”
“Absolutely diabolical customer service. Went for an appointment at 10 to be told it was 9.40. I had an email confirming 10! Their representative told me it was 9
40 on their system as if I cared!! No apology
Eventually just an email to say sorry I had cancelled my appointment. Will never use them again.”
“Sadly been ripped off 3 times here in different stores. Couldn't use reading glasses as could not see out of the right eye. Just had a new test from a new store and although reception guy was good I was told that my eyes have significant change (I doubt) came away £105 lighter as a pensioner couldn't really afford it as was told new lenses are a bit thicker and wouldn't fit old frames. Felt ripped off. Also told I have to go yearly as pressure in 1 eye. (not!. Stuff specksavers”
“Came to get some glasses for my daughter and the member of staff clearly did not want to be in work. The help we got was useless to say the least. Very disappointed ☹️”
“Don’t waste your time with these joeys booked an eye test and because I wasn’t on the system they expected me to come for another appointment the day after, not happening I will now book with local opticians your loss”
“Very bad people , they turned into cowboys trying everything to grab your money and charges you for stuff you didn’t asked for , the Harlow branch are more a shady car dealers than specsavers”
“Finally got an appointment which was then changed to a week later which was changed again. Sat down with the audiologist for my appointment to be told I needed my ears syringing which would cost £60 which would have to be booked and I would have to rebook this appointment- I'll go elsewhere”
“I used to work for this company and it saddens me as an optician that these horrible car salesman directors have zero patient care and selling thousands of glasses to people that they do not need. I had to leave this company as a professional who is bound by a code of conduct and puts patient care first! be guaranteed to be sold varifocals or office lenses when all you need is a simple pair of reading glasses. All specsavers directors should be absolutely ashamed and we must all come together and stop supporting them! There are so many other opticians from david clulow, vision express, independent practices! Choose a practice that has time to sit down and invest in your care, not somewhere that tells you to buy a pair of glasses to match every outfit of the week!”
“horrendous service from spec savers Hampton Peterborough
With my wife for eye test, spent £395 on two pairs of glasses for collection at 11 am 27th December 2024.
10 days or so before collection date spec savers telephone to say they had incorrectly measured my wife’s eyes for glasses so she had to go back in to be remeasured - no apology offered.
Went in today for 11 am collection appointment - waited for 45 minutes - nothing was done until complaint made.
We were told they were busy - So why make appointment times for customers they cannot meet?
Overall, the service from Specsavers is absolutely shocking - very keen to sell and take the money after that they just don’t care.
No offer of compensation and no apology.”
“Was told I needed distance glasses along with my readers and was highly recommended to get varifocals spent a full month trying to get used to them ended up going to doctor with severe headaches and dizziness returned to store has another eye test and was told I didn’t need distance a disgrace of a company never again avoid.”
“Bit of scandal really.They invite you for free NHS testing, somehow convince you for extra tests and for buying new glasses which you really don't need.My wife and myself had similar experiences.Today my wife paid £232 for new glasses after going for a routine NHS eye test”
“Brought to sets of glasses, with 6 months one pair the lenses went crazy cracked, had it replace 6 months later under warranty now that replacement is doing the same.
The second pair the leg fell off had that fixed went in to pick up and enquire about the other pair with the crazy cracked lenses they declined. over all a very bad experience.
when in South America or europe I get a set made the quality is far serperior.
I will not use specsaver nor recommend them it doesn't matter what branch and the whole product is purely profit drive with no concern about customer. over the 10 years
my wife and I have spent circa $3000.00 as we buy there top range glasses with all the frit. So F@*K specsaver weill go to our local OPSM optometrist”
“I wish I could give a lower star for the way I have been treated at Specsavers, Sunderland.
I did a detailed eyecheck that was fully paid for and got 2 pair of glasses as well.
For some reason, your team have refused to offer me a detailed copy of all my eyetest results that I needed to be referred from the GP.
Nobody seemed to care about what I needed or willing to help me. It's been a regretful and terrible experience especially for a customer that paid fully for services.
Till date, nothing has been done about my request even after submitting a letter from my GP which was rejected as well.
I hope someone sensible and willing to help sees this.”
