“Mislaid my glasses when I took them in because the lense fell out. When I called back for them was asked had I came to the correct opticians and was I sure. I had been a customer for a number of years, so I would not recommend Specsavers or customer service to any one and I would not be using them ever again.”
“Had to return glasses as alignment was wrong. They ordered new lenses but they were no better. Ended up paying for new glasses at an independent opticians.”
“Every year for approximately the last 7 years I have had a diabetes eye screening test which includes a free eye test. I tend to use a different optician each time due to their appointment systems fitting in with my busy schedules.
This year I chose to use Specsavers in Stockport and where the optician took it upon himself to demand £20.00 for the FREE eye test I was entitled to. His arrogant attitude when his error was pointed out to him was quite alarming and when I refused to pay and told him I would walk out if he asked for the money again, his reply was he would open the door for me, Totally UNBELIEVABLE!!.
In the end he did conduct the eye test for free but my experience there was an uncomfortable one and I couldn't wait to get out.
I then rang back a day later and asked to speak to a manager who agreed that this particular optician has "poor people skills". So demanding money for a free eye test and taking umbrage when your demand has not been met is "Poor people skills" - REALLY!!!!
Conclusion - by far the rudest and most unprofessional eye test I have ever had done.”
“I cannot post this unless i score Specsavers - Truthfully i feel one star is over generous
After 2 failed appointments for eye test because I was less than 5 minutes late, it took around 6 weeks to get an appointment i could attend.
At the eye test i selected the frames and told they would be ready in 2/3 weeks - after over 7 weeks no contact and i happened to be near the store and popped in.
I was treated so poorly that i felt like i was guilty of doing wrong. I complained and was pretty much laughed at by the Supervisor - at which point i will say that the young man handling me that morning was only on day 2 in the job and was clearly trying hard and embarrassed - i asked, but the manager refused to meet me.
I was made an insulting offer of discount, take it or leave it - it felt like Specsavers thought they were doing me a favour.....
I was told to wait up to an hour if i wanted to see the manager - of the 50 minutes I was in the branch, i had sat waiting for at least 40 minutes. I left asking the manager to call me.
The manager called over an hour later and only made the same offer - admitting not knowing cost and profit levels on my sale - clearly making me feel like she was doing me a favour. I asked to go above her with my complaint.
She advised i email the Directors, one of whom made the same offer or refund promising to handle it personally. I asked for full refund and agreed a time for the phone call and transaction to happen.
Nearly 24 hours later - no contact - clearly enforcing my comments and concerns on the appalling service received showing the Directors to be as guilty as the Manager and Staff.
I still have not got my money back and recommend that people do not use Specsavers.
You cannot make a complaint on the website unless it goes to the branch in question which is all part of the shakedown to put you off complaining about a poorly performing business.”
“I ordered glasses from the Bitterne branch, the original order was for
Varifocals,but I change the order the same day after consulting family members that they are hard to get on with. The store assured me that was OK to change my mind as the original order had not yet been placed.
To cut a long story short ,the order arrived made in Varifocals, so had to be sent back. The second order only reading glasses arrived, seven
Weeks past and still no long distance glasess. So I have give up and have had a refund. Terrible service ,and no one telephone you back when they say they will, and that go for customers services also. I have gone to vision express no problems great service.”
“Ordered new glasses and when arrived 10 days later noticed a fault in one lens. Showed to assistant who could not see it because they are not trained well enough. advised to see person who measured my new specs who was not in and I had to wait another week to see them. I do not think they believed me that the lens had a manufacturing fault. Went back a week later and saw manager/owner who eventually found that I was telling the truth that there was a fault in the lens. I complained that I had had to wait over a week to have this confirmed but nothing was made of this. A new lens was ordered and when it arrived over a week later it was found to be chipped so another one was ordered. Waited another 10 days. Final result was a pair go glasses that I had to wait many weeks for with several trips at my expense into the town. No apologies or anything said at all. New glasses are in fact the worst I have ever had in terms of frame quality and lens varifocal range. This is the third issue I have had with SpecSavers in the past 12 years. I will not now ever use them again or recommend them to anyone awful company that are cheap and nasty. Don't believe the adverts.”
“Ordered new glasses and when arrived 10 days later noticed a fault in one lens. Showed to assistant who could not see it because they are not trained well enough. advised to see person who measured my new specs who was not in and I had to wait another week to see them. I do not think they believed me that the lens had a manufacturing fault. Went back a week later and saw manager/owner who eventually found that I was telling the truth that there was a fault in the lens. I complained that I had had to wait over a week to have this confirmed but nothing was made of this. A new lens was ordered and when it arrived over a week later it was found to be chipped so another one was ordered. Waited another 10 days. Final result was a pair go glasses that I had to wait many weeks for with several trips at my expense into the town. No apologies or anything said at all. New glasses are in fact the worst I have ever had in terms of frame quality and lens varifocal range. This is the third issue I have had with SpecSavers in the past 12 years. I will not now ever use them again or recommend them to anyone awful company that are cheap and nasty. Don't believe the adverts.”
“"" Last year I bought 3 pairs of design spectacles in Unit 31, The Brunswick Centre, Bloomsbury, London, WC1N 1AF,,and last July I took one of them to Spain where the temperature was 40c and the end plastic tips melted down. I took them back to the store and they refused to take responsibility and they suggested it was my fault. Anyway, After my Insistence They took it to fix but the job they did was a disaster, one of the end tip was white and the other one was brown which don't match in colour or shape , so it is useless. I adviced to the shop staff and the director to go to specsavers to have the sight test as they can not see anything wrong with my spectacles. The director of the shop wrote to me and suggested to buy new ones. It is not a matter of money but principle. Therefore, I will approach to trading standards.I strongly advise people No to go to that shop as the service is very poor.
Juan Ojeda”
“I was in the North Finchley branch (excellent customer service btw!), and Aleksandra the staff member helping me was trying to contact my Ilford branch for a whole hour before they bothered to answer the phone. They needed to get my details from my branch to replace my contact lens. This was even after the busy Saturday lunch period and with a manager on duty (we asked), so there is no excuse. I will be moving my direct debit to N. Finchley branch as a result.”
“I had a complaint regarding the service I received in the East Kilbride store ,
I did complain to customer services they advised the store will be in contact with me and this is not resolved .”
“Had an appointment 2 weeks ago at specsavers Hull , had the test picked out the frames and paid for my bifocals and got free react alight lenses a week later picked them up !!!!!!! could`nt see a thing , i had double vision with them and everything out of focus . I was told try them for a week and see how you get on with them lol i told them your joking so they made me another appointment and a re test a few days latter . i had the re test instead of bifocals i ordered 2 separate pairs . The reading glasses are ok if you hold the paper about 8 to 9 inches away but useless on the computer and the distance glasses well i can see better and clearer without them ..... i was told the manager would ring me today , but no call from them !!! well i guess they have my money and thats that”
“Paisley branch - Customer service very poor. Waited 35 minutes to collect glasses and there was more staff than customers. I ended u leaving without my glasses but alas will have to go back as they already have the £100 they cost off me.”
“SpecSavers have the worst customer service going, I ordered a a pair of contact lens and free glasses from them, becuase it was my first time ordering contacts I thought it was a good deal. 2 days before delivery I spotted that I cold get the contacts much cheaper else where i asked to cancel. i was told theorder was already sent and I would have to return. The return process was very frustrating and getting a full refund was nearly impossible. I wouldn't recommend.”
