“Very rude employees at plymstock. Told me my glasses were fine they were bifocals. Right eye was not correct with line. And it was blurry tried to tell me I didn’t clean the lenses and said they were fine. 4 different employees came over and harassed me. Do not go there.”
“Absolutely disgusted with Specsavers home visit service. My mum is in a care home. 1st home visit was in August 21 after cataract to both eyes (recommended by Specsavers) Now on 3rd pair of glasses that she is unable to use as prescription is incorrect. Numerous calls and alternative glasses sent with the promise they will come and fit (this has never happened) all been posted. Face to face finally with Specsavers representative (October)who agreed glasses not suitable will arrange another test urgently. Waited ages so rang to book on behalf of mum. Appointment finally today 5th January 2022. I rang at 9.15am Was told 1st call. 11am had heard anything so went to the home to check. Called Specsavers again to check finally at 12.30 I received a call to say optician has decided NOT to attend appointment!!!! Absolutely disgusting service. Mum only has reading as a pleasure these days so important she has correct glasses. Specsavers booked the appointment why??? when they had no intention attending or indeed letting anyone know they had decided NOT to attend. I took time off to be with mum so we could finally get correct prescription. Specsavers DID NOT consider this or how disappointed my mum is having waited since August 2021 without glasses.
Absolutely appauling service.”
“Fort Kinnaird...don’t visit! This is by far the worst experience I have ever had with any optician, both during the visit, and the multiple phone calls post visit. Surly, inexperienced staff, the manager that doesn’t manager either the practice staff or her clients. Incredibly poor communication between staff and client.
Broken glasses as they fell from my face twice as they weren’t fit due to ‘ nobody being available’ several very long conversations with the practice manger and the optician on separate occasions, who clearly didn’t communicate with one another.
I explained my lenses were taken out of the broken glasses and replaced into a new frame as we were out of the country. I was asked to return them and they’d refund me. I was totally transparent I explained about the lenses and that the glasses had hit the floor and were further damaged. The optician confidently advised me to return them for a refund. Which I did by recorded delivery. I then got a phone call to say they couldn’t refund me as the glasses were damaged. £186 . She then continued to speak over me whilst I tried to explain , she clearly had an audience because she repeatedly said ‘ let me speak’ as to give the impression it was me speaking over her. She totally manipulated and orchestrated the situation so she appeared to be spoken over rather than the other way round and also so she didn’t look unprofessional by admitting her prevarication. The manager then blatantly lied and said she wasn’t aware they were damaged which is absolutely disgusting. This practice should be ashamed of themselves. Lying deceitful revolting, uneducated , unskilled scruffy staff. Who are badly managed and poorly lead by an unprofessional manipulative lying manager.”
“I'm due an eye test but wont be visiting Specsavers. 2 years ago I spent over £300 on glasses, the first time I had a problem with one of the screws, they reluctantly fixed it but told me that I would have to pay if it happened again. Not a chance will I be going back there this time.”
“Collected two pairs of glasses on 31st August (tinted and plain).
On return from a holiday returned glasses on 23rd September as I was experiencing double vision after wearing the plain pair of glasses. I saw a trainee who suggested I might need a prism fitted.
8th October I saw another member of staff and told them what the previous employee had explained to me but she recommended another eye test which showed my eyes hadn't changed. They noted that the arms of the frames were not properly adjusted with one side lower than the other and said that was probably the cause of the double vision problem.
12th November I told the optitian again about the double vision. She tested my eyes and said she would arrange to put prisms in both lenses.
23rd November collected tinted glasses with prisms but the tint was not as expected (ie the same as my old tinted lenses) and was too dark so they were returned the following day and the correct lenses were arranged.
6th December picked up new tinted glasses, leaving the plain ones to have the prism lenses fitted now it was clear that the prisms in the tinted lenses were suitable.
20th December picked up plain glasses with the prism lenses but the double vision persisted with them in that it took some time for my eyes to adjust to changing from distant to near vision and vice versa. On closer examination the arms of the frames were not correctly adjusted, although they were supposed to be the ones I had left for the new lenses to be fitted, and these had been properly adjusted.
21st December got arms aligned.
I suffered Graves disease 14 years ago, leaving me with double vision which was rectified with surgery. I have had no double vision since then until I started wearing the newly prescribed glasses, the plain ones not being properly adjusted to fit.
The manager discussed the problems with me but did not appear to accept that there were no problems until I had the new glasses, that the problem was related to a misalignment of the plain glasses (as explained by her colleague) and that I had suffered three months of impaired vision. The staff always tried to help but there was no acceptance that the new glasses were the cause of the double vision and it took four months for them to finally come up with a solution to the problem due to poor decision making. The double vision still persists when I take the glasses off and it was not a problem before the new glasses were prescribed.”
“Just been to Northampton Specsavers, was asked at the door when my last eye test was and said about 18 months ago. The very confrontational young man, then said well if your eye test is out of date, then we legally can't sell you any glasses! I asked him then to check when it was as I had it done at Specsavers. He then seemed to criticise me and told me that as I had bought my glasses at Milton Keynes this made things very difficult! I had just about enough at this stage and asked him to give me my prescription and I would go and buy them from somewhere else. I was told that Specsavers is a franchise, so that although they held my prescription info they were not allowed to give it to me. But of course I could buy glasses in their shop! So they can't give me my prescription, but they do hold my date of birth, address, and personal details. What a load of rubbish.
P.S can someone please confirm what the legislation is that does not allow a glasses shop to sell glasses to someone who has not had an eye test in the last 2 years!”
“Told me a while ago that I have the start of cataracts. I struggle watching TV and have not been able to read a paper for weeks because of the pain the straining causes. Specsavers continually refuse to refer me to eye clinic!”
“Had 2 sight tests and both were wrong prescription. Was told I had cataracts by Specsavers which was apparently why first prescription was wrong. Went for second opinion elsewhere and do NOT have cataracts. 2 weeks of worry for nothing. Will never go here again. I have appointment with a manager at the branch today absolutely want refund for£275 for 2 pairs of glasses an sight test as not fit for purpose”
“Have twice made complaint to Specsavers complaint Dept. With my email, up to now have had no contact.
Can only think.
1/No one actually reads them or
2/they are so inundated with complaints they haven't actually got the staff to contact me.”
“Completely rude and disrespectful people they prepared completely wrong glasses collection time no test nothing after reaching home I realised I can’t wear those glasses went five times to shop to fix the problem staffs are rude & arrogant unqualified unqualified options”
“Incredibly poor service. A waste of time and money.
Best advice I can give is go straight to Boots. Level of service is far superior.
My complaint involves the Watford store and Harrow store.
- Tried to order glasses and told to email. Sent 4 emails plus several follow up calls with no response or follow up from the store. Ended up waiting 3 weeks with no progress or apology so decided to go to another store in Harrow. At the Harrow store I ordered a new set of glasses + sunglasses. Subsequently I was told by the store to collect the glasses as they were ready but when I arrived this wasn't the case, the wrong lenses had been fitted. I was then told to wait 30 minutes and they would be ready. Then subsquetly another 20 minutes on top. Then another 5 minutes. At this point I was told again they still were not ready and had 1.15 hours in the store. I still didn't have my glasses that THEY had contacted me about to tell me were ready. Left the store without the glasses.
No apology/concern or sense of accountability from any of the staff from either store. Staff appear to be asleep with no sense of customer service.”
“I bought two pairs of glasses one for driving and one for reading, only had them 2 months and the coating on the reading pair started to come off. Went into the Middleton branch and they said it was my fault and they were going to charge me so I was not happy and asked for my money back, they said I would only get my refund if I gave them the other pair. So I did and they have now left me with no glasses right before Christmas, what a disgrace Specsavers are and the advisors are rude and need re training, won't be back as Asda do better, avoid at all costs.”
“What a load of rubbish.. I’m surprised Trading Standards haven’t queried the 2 for 1 offer. Glasses £150.. so two pairs should be £150. But no! £290 inc eye test..
Asda are far better and their prices are genuine!”
“Ima disabled man who had to cancel his diabetic eye test as the drops affect your vision so I had to get a family member to drive me as my home is 1klm from specsavers so taxis and uber wont take me.Over the following 4 days they phone contacted me to reappoint 2 times, and I explained im trying to organise that ride,so I did that and not realising my ex carer was the email contact,they emailed her to confirm my appointment which upset her.When I complained to the manager,she admonished me for not updating my details!I had been a customer for 8 years at Casula store in Sydney but that is over now.”
“Ordered a pair, and it took more than 2 weeks as agreed to arrive.
Next time, inform your customers that there will be delays or expected delays so we can make inform decisions to look elsewhere before committing to make a purchase.
Regards.
Bauro Tematang Rotaria”
“Good day
I bought contact lenses end Oct 2021 and started wearing it last Sunday. I had to take it out within an hour as I couldnt see with the left eye. Took them back to Baywest branch this morning and was told that I need to come in for eye test. I told the guy that I had an eye test in June and that I am wearingcontacts at the moment and I can see 100%. And then I need to pay for the test? Really now. I am beyond the hell in. How can you wear same strengts contact lenses and you see 100% but when I put the lense that I bought from you then I cant see. Now I must come for eye test. I need someine to explain to me what the hell Ineed to do as I need to wear my contacts when driving. I need answers asap”
“So I’m now having to go back to Chandlers Ford branch for the 5th time tomorrow. The 1st locum optician got my prescription completely wrong so unsurprisingly the glasses were useless but I was told to let my eyes adjust to them when I picked them up, even though I pointed out I couldn’t see clearly with them.
2nd eye test and new prescription, and remade glasses. Slightly better but I found I can’t read number plates or road signs.
3rd return visit and my glasses are remade again with a different varifocal option as my eyes clearly are the problem with the one I had….or that’s what they told me this time!
4th return visit and another eye test and I’m assured the prescription is right but they remade one pair of the glasses with thinner lenses.
Guess what, after trying to let my eyes “adjust” again for a week I’ve given up and started wearing my old glasses again.
After having to call 3 times eventually get to speak to someone I’m going back for a 5th time to discuss what to do next. Ideally I’d like a full refund and to go somewhere else as it seems impossible for specsavers to provide glasses I can actually see through. However I don’t think that will happen & I’ll be fobbed off again.
Weird thing is the branch mentioned that they’ve had a few customers with similar issues recently. Something is very wrong with specsavers at the moment and they don’t seem that interested in fixing it and are letting people drive with poor visibility.”
