“I was referred to Spamedica by Spec savers - Morley branch- for the removal of cataracts to both eyes. Following the first operation, Spec savers failed to send the post operative report to Spamedica for several weeks. This caused considerable distress and a delay in treatment for the other eye. Having now had my other cataract removed Spamedica are unable to offer post operative treatment as they have still not received the post operative report from Spec savers. Mr Patel, the owner of the Morley branch although fully aware of the above problem and despite his promise to review their procedures customers continue to suffer long delays in potential life changing treatment.”
“Terrible service. Do not trust this company to look after your eyesight.
Appaling level of service from Winton branch. I paid for 2 eye tests, one for contacts and another for new glasses. When I saw that the prescriptions were very different from my last ones, I queried this with the optician, who then adjusted my prescription without any further examination.
I've now bought new glasses and contacts using the prescriptions and cannot see or focus on anything using them. My old glasses and contacts are much better. When I returned to the store, the sales assistant refused to accept any responsibility. The manager refused to speak with me. I then emailed details of my complaint to Specsavers customer service department and have had no response at all in over a week. Absolutely disgraceful service.
I posted the above review on Trustpilot and Specsavers replied with their standard response (the same as they post after every bad review:
We are sorry to hear about your experience Emma, if you would like us to look into this further, please could you complete the following form and provide us with more detail so we can have your concerns looked into: https://www.specsavers.co.uk/news-and-information/customer-service/contact-us
Re: Reply from Specsavers -
This is the same link I used to contact you over a week ago and you have not replied yet. I saw a reputable optician today who examined my eyes and confirmed that my prescription has not changed since the test I had over 18 months ago. She couldn't understand why Specsavers have prescribed totally unsuitable lenses or why the contact lens prescription (from the same optician) was totally different from the eyeglasses prescription. She was also shocked to hear that when I went back to Specsavers Winton I was told I should wear the new glasses for a week to get used to the new lenses, despite not being able to see wearing them. I have incurred approximately £300 unnecessary expense as a result of your incompetence. What are you going to do about it other than ignore my direct complaint and post a standard response on Trustpilot, pretending that you care?”
“Very poor customer service. No consistency with the information given. Only focused on up selling products. Gave me the wrong lenses.
I will not be using them again.”
“The varialfocal lens are absolutely rubish. I bought the most expensive lens and the vision is do limited it is unbelievable. They should be banded for all drivers as you can not see right or left.
The worst company i have ever dealt with changd twice a
But still can not get them correct.”
“My Husband has visited your Chepstow store this morning and had a very pushy seller instead of an optician. He was robbed. We will never use Specsavers again, we being my husband, myself, my Son and anybody else I have chance to share my opinion with. I am disgusted with Specsavers they are daylight robbers.”
“opticians good rest of staff very poor. wrong date on appointment card I had to return. had to wait 17 minutes after appointment time to see optician. staff don't seem to be able to communicate with each other although each seems to have an ipad !!! glasses very expensive got same spec glasses elsewhere for £92 cheaper.
would not recommend and will not be going back.”
“Specsavers Newark, situated in Morrisons is tiny, noisy and has rude unprofessional staff. There are no doors, phones ringing, not being answered, but only complain about this if you want to be bullied by the staff. You are just a customer production line, not treated an individual. Awful place, leave well alone.”
“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.”
