“Went to my pre-booked appointment at the Kingswood, Bristol shop today 22 December, to pick up glasses and get them checked for fitting. Told to sit at the desk and wait for service operative. Sat for around 15-20 minutes - no show although the shop was pretty empty and they served another customer for fitting who arrived long after me. Eventually tried on my glasses and felt they were ok and so I left handing in the plastic bag to the front desk. Girl said 'thank you' and I left puzzled at the lack of customer service. Texted them afterwards for comments - no reply. Mmmm!”
“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.”
“Really annoying last year they changed my prescription on lenses so had to also change glasses and this year have been told they were to strong. They are going to trial new lenses because eyes have deteriorated, they came in last week but wrong fit and one not strong enough so they came in yesterday 21st December but no one there now all finished for the holidays so unable to do a fit before the new year. Now have no glasses or lenses of right prescription. But receptionist said wear what I have totally wrong prescription .
So a great Christmas with no proper glasses or lenses. Thankyou specsavers of YEOVIL”
“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”
“Middleton arndale specsavers should be used to promote great customer service. I had an issue with my glasses, the store I bought them from advised me twice to glue them, I did this did not work, very frustrating after paying 368.00 for 2 pairs of glasses. I went into the Middleton store to try to ask for some advice on what glue would help, after explaining the situation it was resolved within 10 minutes this saved so much frustration as I was becoming increasingly frustrated at the situation well done Middleton excellent customer service thank you”
“Maja, the Serbian optician in the Store inside Sainsbury's near Gloucester Road tube station (158a Cromwell Rd, London SW7 4EJ), is a SUPERSTAR: she fixed my two badly bended glasses bought a year ago... when, previously, 2-3 of her male colleagues told me they couldn't really be properly fixed and I needed to buy another pair, albeit at a discounted price!
Bought her a box of Ferrero Rocher chocolates to show her my huge appreciation.
That young lady is a magician with glasses.”
“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.”
“Very good eye test but disappointed at your confusing pricing. I thought I had purchased a 2for1 new frames and reglazing of own prescription sunglasses. £197 later, I find I have 1 pair of glasses with something called “super clean” (cancels out 2:1 offer apparently) and polarised sunglasses. My fault, but I do feel I was upsold a confusing offer by an assistant who, though very nice, mumbled her explanation of pricing through her mask. No more Specsavers for me.”
