“The Customer service representative
Afua O.
Ignore tickets. Close them and don't reply.
Can't seem to read a prescription correctly and messes up orders.
Tried to get a small problem I have fixed but no point in creating new tickets when customer service just ignores customers.
If this is how you treat a small basic order. Then who dears to order more specialised glasses and frames?!”
“Ordered two pairs of glasses and after a month still haven't received them. SelectSpecs don't seem interested in doing anything about it. I wont be using them again as they obviously can't be trusted to put things right when they go wrong.”
“Ordered in January did not recieve until March damaged and incorrect prescription. Then resent to correct and have not received back, all emails ignored. And now they are refusing to send at all. #AVOID#”
“After ordering 4 pairs of glasses from select specs on the 13th of December and receiving a confirmation email the same day saying that my order will be delivery between 7 and 10 days. I waited nearly 4 weeks before select specs emailed me to ask me if I had ordered 2 pairs of reading glasses and 2 pairs for the computer. I replied yes as that’s what my confirmation email says and thats what I paid for, I was very confused as to why I got this email and no glasses. a few more emails later select specs told me that they have emailed me and phoned me before to check that I wanted the ordered that I had placed and paid for. (If I had wanted a cheese burger and fries I would have ordered from a takeaway, as I wanted glasses I tried select specs, on reflection that wasn't such a good idea). I explained to them that I had not received any emails in spam,junk or other from them and my call log didn’t show any missed calls. At this point I explained that the glasses had come down in price in the January sales but select specs didn't offer me any discount, any acceptable explanation or apology so my order just got cancelled. Having experienced this I cannot recommend select specs as I do think everything I see in thier advertisements would be inaccurate.”
“The prices Selectspecs promote are totally untrue in reality. Can be a lengthy enough experience finding glasses, but Selectspecs make that journey a disappointing waste of time. The premise seems to be wooing customers with an initial offer of something like £6 for a pair of glasses, that starts growing and growing in cost as soon as you might want something like lenses or a prescription to match them. So for example, a fairly basic pair of glasses I selected for £6, became £20, then over £30 -for the same glasses. If this wasn’t bad enough, a few hours later I received an email from Selectspecs demanding a further £30 to actually make my prescription work. So that’s over 10 times the cost of what was initially suggested. Had these myriad of extra costs been more honestly displayed from the outset of my customer journey, I simply would not have wasted so much time and sought glasses from elsewhere. But clearly the idea was to sucker me in and only reveal added costs later down the line, which seemed unfair and poor conduct. So I took issue with this and phoned up their customer services. Whereupon I was quite literally laughed at during one stage of the conversation. So after having so much time wasted and being disrespected by this company, I hope my review might save others a similar loss.”
“Was sent the wrong glasses which was an error made by select specs. When I tried to return them I was asked to pay an additional £8 plus postage! Eventually after several emails and much wasted time they realised their error and back tracked, however I was still left with a bill of £5:95 for postage.
Felt conned and ripped off.”
“DO NOT PURCHASE FROM THIS COMPANY. They sent my parcel to a completely different address that which I posted it to. Meaning it got lost in the system and I had to travel an hour to pick it up. No apology. No refund for the express delivery I paid for. No customer service whatsoever.”
“Unfortunately, my experience with the company was not satisfactory. Despite placing an order a month ago, I did not receive any response after sending multiple emails.
I then contacted the company through their chat service 4 times, where I was given excuses, such as:
"We have your frame, now waiting for your glass to be ready"
Two week passes by for the next excuse:
"We have your glass, now waiting for your frame."
However, even after receiving these responses, I did not receive any updates for another two weeks.
Ultimately, due to the long delay and lack of communication, I had no choice but to cancel my order, and now I am left without the glass I had hoped to receive.”
“Changed address, got confirmation in writing of updated account with new address yet glasses still sent to old address and now refusing to give me a full refund even though it's their mistake! I have a long trace of emails and I will take this further (trading standards/ombudsman) as I know my rights as a customer and I don't have £100 to throw out window that's why I'm trying to save money. They want me to place another order and all I want is a full refund as I need the money to now go to Specsavers and get glasses without this hassle!! absolutely disgusting service! Still waiting full refund and the saga continues but I am sat here in shock!!”
“I hate leaving negative reviews, but I had to come and write this one.
It's been 3 weeks since I ordered my prescription glasses.
First time, the parcel got lost by their most terrible delivery partner, Yodel. Then after waiting for 2 weeks seeing the same status on Yodel's website, I called 3 times Yodel and then found out that the parcel is probably lost. Then I had to call SelectSpecs and explain the situation. They said they will send a new pair. It's been 1 week, I haven't got even a tracking number. I asked them to send it before Christmas and they said it should arrive before Christmas. I have no hopes, though.
I would highly tell you to DO YOURSELF A FAVOR and spend a little bit more money and go with a better glasses company.”
“Hi
Beware: unless SelectSpecs do the eye-test they will NOT confirm the glasses purchased are for VDU use; a common requirement for you to be reimbursed for work glasses.
On my first visit I made it clear I was purchasing a pair of glasses for VDU work and close reading and as they were for work I had an opportunity to reclaim the cost. The staff member said this was common and they do it all the time. The staff member was really helpful going through the +ves/-ves of bi and variable-focals with my prescription (printed on a card from another opticians). I chose a pair.
When they were ready, I went to collect them and paid for them. Unfortunately the printer was down, so they were unable to provide confirmation the glasses were for VDU work. They were very apologetic , but said come back and we will do it for you.
I paid for the glasses.
A third trip was made, but unfortunately the shop had closed early.
On the fourth trip, the electricity was out, but they said they would email the confirmation and asked which of their opticians had done the eye test. When I was said none as the eye test was done at a different establishment. They said they won't confirm the glasses were for VDU work. I had to go to the optician who did the eye-test as only they could know I needed glasses for VDU. The fact they had my prescription and had made up the glasses to the prescription was irrelevant!”
“I first ordered two pairs of prescription glasses on 24th July 2022. The glasses arrived on or around a week and half to two weeks later.
Both pairs of glasses arrived faulty.
I had ordered the glasses to be coated with just the free standard clear coating. Both glasses, however, had been coated with another coating, later confirmed to be anti-glare. This was obviously a mistake and had not been picked up in quality control.
The main problem I had with both pairs, though, was that the lenses had these strange dots/marks/speckling on them that I had never seen on a new pair of glasses before.
One of the pairs also had an arm that was quite loose.
I first contacted Select Specs on 9th August 2022 about these issues and had to email pictures of the faulty lenses. A replacement order was put in but, unfortunately, one of the pairs was no longer available, so I had to choose a new pair.
The replacements arrived and both of these were also faulty. One had the right coating on this time, but another still had an anti-glare coating put on by mistake. Again, this had slipped through quality control. The major problem, though, was that both glasses still had these strange dots/marks/speckling on the lenses.
As this was the second time I had received faulty lenses, I decided to opt for a refund this time and first contacted them on 28th August 2022 about this. Initially, the customer service representative sent me an incorrect returns form that only included one pair of glasses on it when I had explained that I would need to return both. There was also a further complication. When the replacement order had originally been arranged, I was told that I didn't need to return the original faulty glasses. However, upon opting for a refund, I was told I would now have to return the original faulty glasses after all, along with the replacements. It took several attempts to finally get an explanation as to why I now had to do this.
In the meantime, I read up on Select Specs' refund policy. This is quoting directly from their website:
"Should you wish to obtain a refund for any reason, the cost of the frames and lenses, or in the case of a reglaze the cost of the lenses will be refunded in full, postage costs are non-refundable".
What this meant was that I would not be getting my full money back. Even though Select Specs were at fault, and not me, and I had been supplied with two sets of faulty glasses, I would still not be getting the full money back I had originally paid and would end up out of pocket. Reading this, I decided to change my mind and opt for a further set of replacements. This was eventually arranged on 2nd September 2022.
A parcel arrived today, (13th September 2022), again with severe problems.
Both pairs of glasses had been shipped to me in one parcel but for some reason the courier, Yodel, had to repackage the item during transit. When the parcel arrived, only one pair of glasses was in the parcel. The other pair appears to have gone missing and become lost in transit. So, one of the replacement pairs has failed to arrive.
To make matters worse, the pair that has arrived is once again faulty. Once again, the lenses have these strange dots/marks/speckling on them.
I am forced to come to the conclusion that Select Specs' manufacturing standards are not particularly high as I have never, ever bought a brand new pair of glasses that has these kinds of marks on the lenses before. I also have to comment on their quality control. 3 separate sets of mistakes have been made with 3 separate orders. I am forced to question whether they actually have any quality control.
Also, I feel I should point out that with a lot of the glasses I have received from them, smudges and other dirty marks were present on the lenses. Fortunately, these could be wiped off with the supplied cleaning cloths. The strange marks that I've previously referred to, though, don't wipe off with a cloth.
So, my overall experience of Select Specs is not good. I first placed an order on 24th July, it's now 13th September and I am still without a pair of glasses I can use.
I've emailed them about the latest problems and I'll have to wait for them to get back to me. I just hope this matter can be resolved to my satisfaction.
Given everything that has happened though, (and the quality of their lenses) it is highly unlikely I would use Select Specs again.”
“They sold me a faulty product which I had to return within a couple of months, yet they refused a full refund - leaving me out of pocket by 2/3 of the value of the product.
If you are buying a cheap product it may be the worth a gamble, but if you plan to spend for something premium better to go to another retailer.”
“Very terrible customer service
Very terrible customer service, no response to emails or any action taken via phone! I would warn you to stay well away from this company, better off getting from local opticians then deal with the heartache and stress SelectSpecs have caused! Dodgy”
“Where do I even start. I ordered a pair of Maui Jim Ohai prescription sunglasses on Feb 5th 2022. I emailed them a month later and they admitted they forgot my order and didn’t even start yet. They live the word sorry(which means nothing to them) then they told me I would get reimbursed for shipping and a portion of the glasses. Haven’t seen that yet. Todays date is March 5th 2022. I was understanding at first till I heard one excuse after another and what annoyed me the most is I would write an email and would be lucky to hear back in a week. Average time to reply is 5-8 days. And they live to throw you options of free glasses which I didn’t need instead putting the money towards the free glasses to the discount of my sunglasses. At no point in the annoying deal have I asked anything from them besides the product I ordered. They just kept offering but did nothing to the current order. My ordered failed quality control in April and they had to start over but hey they didn’t reach out to me I had to email them
First to figure out what was going on. So be prepared to be a baby sitter cause they won’t initiate conversation nor communication with you. But they will say sorry 100 times. I now finally got my pair of glasses on March 5 2022. And they send me matte black prescription lenses with non prescription Hawaiian lava lenses. What good is that gonna do me? On top of that they sent the lava lenses not attached to the frames. With no instructions or tools to do the swap. So you have been warned they don’t care about you or your time and needs. Your just an order. Communication sucks. How they handle things sucks and $400 glasses can come in pieces with no instructions. I guess I understand why they are downsizing and closed the USA branch and closed Canadas branch. I wouldn’t anyone doing business with anyone who doesn’t put their customers first. I have email after email to prove my statement. What a headache and nightmare. I wish I could put up photos on how things were sent and show you some emails.”
“Select Specs, absolutely wonderful customer services but unfortunately it's impossible to pay the due to their archaic payment system .
Regards Phil Boakes.”
