I have been a customer of this store in the past and have spent a not insignificant amount of money with them. Everyone reading this should think carefully before they make the mistake of doing so. I went to this store on this occasion for two reasons. Firstly to book an eye test, as I was overdue an appointment and my doctors had asked me to get one. This wasn't possible to do on the day, because there was a two week waiting list. I told the member of staff, who was called Sharon, that there was no rush because my eyes seemed fine and I wouldn't be buying new lenses unless things had changed significantly. She reacted to this with incredulity, by loudly saying, "What? You're not going to get new lenses if your prescription has changed?" I said , yes and that this was purely down to the cost of them on the previous occasion (as I have reactolite and varifocal lenses). I then went on to my second problem, which was that one of the nose pads on the pair that I was wearing had broken off and was hurting my nose and I also told her that I had another pair at home that were completely broken and I'd like to buy 2 replacement frames. Without even examining my glasses, she seemed to go into a well rehearsed sentence, saying, 'Sorry, but we don't do those frames anymore, which means you'll have to buy new lenses'. I said to her, 'Please, don't tell me that these frames are no longer available, I only got them a couple of years ago'. Sharon took immediate offence at this and ordered me not to speak to her like that, in a raised voice. To make it clear, I started my sentence with please, I didn't raise my voice and I was polite. I argued briefly with her, but felt it was pointless and said I'd take my business elsewhere and walked out. After walking a few metres, I decided that I wasn't going to just let this shocking behaviour go and returned to the store to get her name. On entering the store, she immediately started raising her voice again, clearly trying to defend her previous behaviour, by accusing me of raising my voice to her. One of her colleagues came across and I was able to clearly point out, that there was only one voice that could be heard across the store and that was hers. I was speaking calmly throughout. I informed them that I would be taking the matter up with Specsavers and left. On my return home, I filled out a form on the Specsavers website, laying out my complaints. I was concerned that the form asked for the store name and felt that it was likely that the complaint would just go to the store, or be deleted by a member of staff there, so I phoned Specsavers main office and was told that the email would definitely be seen by the store owner. So I submitted the complaint and received an automated reply that I would receive a response within 48 hours. I didn't get that response, so wrote a second time saying that it appeared that my concerns were well grounded. On this occasion I got a response from the store owner saying that she hadn't received my initial complaint and asked me what happened. I replied and since then have had no response, so I can only assume that she considers the matter closed. In the meantime, I went to a different Specsavers store in Wells. The difference in customer service could not have been more different. The two members of staff on duty, could not have been more helpful. They immediately said that they could fix the broken nose pad and did this on the spot, free of charge. They also tightened up my arms, which were loose. I then asked the same question about replacing the frames as I had asked the Trowbridge store and was told that shouldn't be a problem. She said they didn't have any in store, but checked the serial number and found that they were still available and ordered me some in. So, lets be clear. The Trowbridge store lied to me, without even checking my glasses, simply to try and get a few hundred pounds out of me for new lenses and frames. I can only assume that staff are on some kind of commission for the lenses and frames that they sell, otherwise, why else would she try to deceive me? To then to falsely accuse ME of speaking to her in an inappropriate way and raising her voice at me, so that everyone n store could hear, is outrageous. I gave the store ample time to respond to my complaint in an appropriate way, but this has not been forthcoming. My conclusion? Not all Specsavers are the same and I would strongly advise against using this particular store. There are plenty of other options in Trowbridge, including Tesco's, who have always been most helpful.