“Hi,
My girlfriend booked a home visitation eye sight appointment, as she has really poor eye sight and struggles to see things (even at close range) and ends up constantly squinting, thereby wrinkling her skin and causing pain in the surrounding areas. Specsavers had confirmed about a 2 weeks prior the time and date of the appointment. All going well, my girlfriend proceeded to get an early nights rest for the appointment set for the early afternoon the following day. She woke up early, as she is diagnosed with anxiety, agoraphobia and depression, and likes to be prepared for anxiety ridden events. Like interacting with new people and people in general.
The appointment was set for 12pm-3pm, and we waited for that whole interim. I also had to book time off of work to stay with her for the appointment due to her agoraphobia, anxiety and difficulty interacting with people. Long story short, they didn't show up at all in the end and only cancelled the appointment after 3pm, which was after the range of times they had said that they would arrive within. The said opticians had full knowledge of my girlfriends conditions and without regard have cancelled an appointment. She is having increasing stomach pains, currently, due to stress and anxiety and doesn't know when she will be able to book again.
To be completely honest, I would give this a 0 rating if I could, but there's only space for a 1 star review. But I am not very happy with Specsavers service and as the supposed foremost optician in the UK, I expect a hell of a lot more!”
“I applied for an entry-level position in NI, boasting strong qualifications and supposedly requiring no visual experience. However, the following day, I received an email stating I wasn't selected for the next stage, with no explanation provided. Upon expressing my dissatisfaction and decision not to apply for any future positions at Specsavers, I later received a call informing me that I had progressed to the second stage of the application process. Despite this, I declined to continue, as the recruitment process seemed unprofessional. I felt unfairly treated, lacking equal opportunities."”
“Spec Savers: Creating Brand Awareness for All the Wrong Reasons
I purchased a pair of glasses 6 months ago (Mar 2023) from Spec Savers in Musgrave Durban and recently received a call stating that claiming that I am owing funds to them which I informed them is incorrect.
I then pointed out to Roshina Singh the finance lady that all payments were made, she then claimed that this could have been a communication error on their side and resulted in me being informed that no funds were owing. She then offered that I only pay 50% of the amount that they were claiming in order to make this go away.
This is not the sort of unethical behavior one would expect to receive as a customer.
Why must a customer be held liable Spec Savers incompetencies?”
“I worked there! Everything these customers say is true! They only want your money, they do not train their staff, there is clear clinical negligence happening and staff are paid absolutely peanuts. Do not use this company”
“tamworth . ankerside store..
The most abysmal treatment i have ever experienced in 60 years of wearing glasses.
Twice in 3 years they got my prescription wrong meaning more visits back to sort it out and incurring parking costs and time . when i asked to upgrade my frames slighty at no cost to me but as a form of goodwill it was a straight NO ,so much for customer service.
Also the staff at ankerside stand centrally around gossiping loudly about their personal lives for all to hear, SO PROFFESIONAL not....”
“After an eye test at my local store in Honiton I committed to reglazing my existing frames with new lenses and was told they would be ready in a fortnight and possibly earlier. The fortnight has come and gone and they are not ready. Delays happen but what I cannot understand is why it is ‘impossible’ for them to find out when they will be ready.The rather feeble explanation offered was that they come from Hastings on a courier and no-one could say when until they arrived. They are my only pair and I need greater certainty.
Phone calls supposedly to my branch are diverted to an automated service that does not take messages. Very poor Specsavers”
“I have been with specsavers for a number of years so after my recent pair of glasses frame broke on one side I decided to go back to them, I was really pleased with my smaller frames from a number of years ago as I have small facial features and they suited me really, really well, during attending recently they explained I would need an eye test and would have to pick out a pair of frames, I looked at the current frame range and asked did they have some smaller frames as the frames they have now don't really suit my requirements, they told me they don't have the frame range that I had and unequivocally said they were unable to get smaller specification frames now, I was displeased with this but decided to have a look at the current range, this was whilst waiting for my eye test, I asked the young lady at one of the desks could they analyse my current lenses and use this specification with the new frames, this she said was not possible, I asked did they have my lense specifications from years ago and this person said they DO NOT and I would have to go along with what the testing optitian says, I go into the cubicle for the usual field vision test and what not, then came the test. After being told Specsavers of this branch DO NOT have my current lense specification by the young lady outside the testing optitian started to test my eyes, she put a few lenses in and asked could I read the letters of the test card, I said I could and read the whole thing, with this she said "oh" and supposedly changed the lenses to what she said were my current lenses, so after being told they don't have my current lenses prescription she comes out with what she did, so I told her that I was told they didn't have it but then there it is, she told me that with the glasses I have now my eyesight has improved somewhat !!!! So this is the thing, when I go back outside the test room I again ask for my current prescription to be used in the frames I had then reluctantly selected, with that I was told that since my eyesight has changed, not got better but "changed" then I would need verifocal or bifocal glasses, as I didn't know which was which and wasn't exactly shown how they work I went with and said "I wish to have bifocal glasses" so then paid an extra 12 pounds due to exemption certificate not covering the full lenses amount, I then went away and thought "great, new glasses so as not to keep gluing my current broken pair" I waited the usual few weeks as it was Christmas time and then had a phonecall to say my new glasses were ready, I went in and put them on and was shown a test card " I couldn't read the small print in normal eye view so had to look down to the bottom of the lenses to read, I could read it but this caused me such a stinking headache and neck ache from the moment I tried I asked again could I have my current lense prescription in the frames I had chosen, at this point they gave me the paperwork which explained that the lenses which they had supplied were verifocal and not bifocal which I had asked for, I told them that I am unable to use the glasses they had supplied and they suggested I go and try them for a few days, which I did, I took them back a week later and stated I was not happy with them due to it causing such pain in my head and neck, I unfortunately have a brain injury so my eyes visually see differently from other people's, then then said I would need two pairs of glasses, I drive so to be able to drive we need to see things as they are, what with two pairs to drive and read signage I would have to swap my driving pair for my reading pair, it doesn't quite work out like that whilst driving does it, when driving along you have seconds to read signage for exits, etc. I am not a happy chappy because they messed me about and doubt very much I will be using their "NOT SO FANTASTIC" services again, get fed a load a rubbish to be told I need two pairs of which I would have to pay more for "customer services have gone right out the window with these, they don't supply you with what you need, they supply you with what they want you to have, meaning more money is spent on unusable glasses"”
“Impossible to make an appointment truly awful phoneline receptionist hardly spoke english I had to speak v e r y slowly then the woman was rude and shouty and refused to give me an appointment for fitzroy street cambridge as I am registered at a London specsaver!!!! This is ridiculous behaviour I joined specsavers as I was assured I could go to any branch anytime. WTF now it is a crime to buy a pair of specs from an other branch???? Ridiculous and unacceptable. Plus they are clearly not giving their staff any customer training whatsoever and apparantly accepting people who have no knowledge of either the english language or customer care.”
“Incompetence is beyond belief. This will be my 7th visit to them and this time it will be for a refund. If you have anything more complex than single vision lenses forget them don't even go near them. They incorrectly logged my previous previous varifocal lenses incorrect test incorrect adjustments an argument with incompetent narcissistic Karen assistant which resulted in a embarrassing climbdown (she was wrong) with no apology. Picked up remade glasses in another branch as I refused to go the previous and now these glasses are even worse so bad that they are literally unwearable. Specsavers have gone down the tubes literally in the last 2-3 yrs. If I could give them no stars I would. AVOID AVOID AVOID...”
“I got my eye examination 9th January picked out reading frames .I went back 18th /2/24 and purchased new frames £71.99 for distance that were to be pink tinted .22/2/24 I got calll ready both pairs .went in 24th Feb only reader's the person didn't know where my distance were march 5th no idea were they are .I got emails excuses ...11th/3/24 I got a call went in tried on glasses I asked were these (kylie Minogue) she said yes .I went home no they were not they were liberty of london I called to say I'm bringing them back .I did she said I was informed that the ones I ordered were discontinued. I said I was not and that the ones I paid were still on the s/s website .I said I wanted refund she said ok never attempted to get me to buy another pair .nobody knew about my frames and nobody could give me a straight answer..she refunded me £71.00 not 71.99 and I said I had to have a voucher because i get pension credit and she said they would send it in mail .I want to know what was on the system .I picked my framed of the stand paid for them the typed all the info in .what happened I saw them put the frames with my reciept but nobody knows .I only ever go to specsavers ,why so wrongly treated now .”
“It seems Specsavers Audiologists make up charges whenever you mention needing the results in either digital or paper copy format. Specsavers Ashington's audiologists states that they charge £20 for results; while the Newcastle store audiologist charges £59 to provide results to a free hearing test. The fact that this is even allowed to be charged for is absolutely ridiculous; especially considering that the charge for an optometrist to fill a form in for the Army costs £10.
If this is how Specsavers intends to carry out their business, then I seriously question why the NHS recommends them in the slightest; nor is there any way to contact 'head office' to complain about the inconsistent charging.”
“Appalling service for the disabled.
I have bought 5 pairs of glasses from Lilydale specsavers over a ten year period. The last pair I went three times to have them fitted correctly. They didnt. They did not seem to be aware that the arm of the glasses should rest level on my ear. I only found out how badly fitted they were when I went to another optometrist in desperation. I am disabled. It's difficult for me to get to shops such as specsavers. They said i took too long to return to have them fixed the fourth time I sought an adjustment. Spec Savers? Dont do it to yourself. The are cheap for a reason. Cheap lazy service. prescription spectacles are more of a commodity these days. Fitting and service is essential if they're going to be of use. Specsavers do not offer quality fitting and service.”
“In a nutshell they just want your money.
High pressure sales staff show you the most expensive designer glasses. Unless youve been before you would not know they have cheaper ones.
Once purchased they dont want to know you.
100 day return advert says we want you to be happy and will exchange or refund if youre not , is a load of rubbish. You can only exchange ONCE then either pay or go elsewhere and pay again.
They cant even get your prescription right first time so you end up going back several times.
You pay extra for coating on the glasses for a clearer view - surely this should be included in the price. What use are they without ? !
I will not be returning”
“Very disappointed with the manager ‘Keith’ at the Clevedon store.
He was very dismissive when I went in to return my glasses for a refund,of which I was entitled to. Keith was called to make the refund, he didn’t speak to me at all apart from to,ask my name. He was also intimidating towards the younger members of staff. A very bad experience . I would have purchased another pair but was treated very badly by Keith. I won’t be returning if this is how customers are treated by the manager.”
“I received a letter to tell me my hearing test hadn't been carried out properly, on wanting to know why, I was given different excuses the last one being it was compliant but 1 frequency was missed !!!!!! It wasn't done properly then !!!!
I have no faith in Specsavers now, I am very reluctant to go back and have another hearing test, how will I know if this test is done properly. I paid £ 1,995 money from my savings, I want a refund. You let me down I'm disgusted”
“Everything. I visited for an eye test. They invited me. Before my visit I explained that my 3 x frames were only a year old and would it be possible to change them. I was told that this would be no problem. When I arrived I was told I had to sign a disclaimer In case the frames broke. Also if my frames were lost I would be liable as I had signed. I disagreed with this as it was not explained to me on the phone. The staff member abruptly got up and was replaced by another member of staff who pressurised me. She then got up and another member of staff sat down was aggressive and threw me out whilst shouting have a nice day sir. I was not rude or threatening in any way. All because I would not sign a piece of paper. I asked for alternatives but was given none. What a dispicable way to treat a customer.”
“This is how Specsavers are treating customers
I purchased hearing aids from you in 2021 - below is the disgraceful experience I have had:
1. First of all in 2021 the audiologist didn’t set them up correctly on the first day. and I had to return to your Bolton town centre store to get them programmed.
2. From my first visit I was given a pack of wax guards that had no replacement guards on the end.
3. The staff failed to tell me that the wax guards should be changed and it took me almost 2 years to find this out and to get the guards supplied resulting in impaired hearing.
4. The store didn’t have the correct domes on 2 occasions resulting in smaller ones being fitted - why was I not given a supply of these when I first got them
5. They are guaranteed for 4 years yet the clear plastic tab that you use to remove them came off resulting in me not having them for 2 weeks as they had to be returned to the manufacturer.
6. The same left hearing aid stopped working again on another occasion resulting in a further 2 weeks without them
7. When I went back to collect them, I was given the aid back and the audiologist told me to put it in my ear, later that day I had severe pain in my left ear. I discovered that the click dome was missing from the aid when I removed them. How could the audiologist not have seen this?
8. I had to travel back yet again to the store to have the click dome fitted. After having a new click dome fitted, I noticed over the next few days quite severe pain in my ear and neck I put this down to the hearing aid having damaged my eardrum. Why did the audiologist not check inside my ear?
9. During the next two weeks the pain got much worse resulting in me making a GP appointment - at this appointment the doctor said she could see something deep inside my ear but it was too risky for her to remove it and I would need to go to ENT casualty for an emergency appointment.
10. I got an appointment and the Consultant removed the original click dome that had obviously not been fitted properly and had become dislodged, the audiologist hadn’t even bothered to look inside my ear and had simply fitted another dome so that when I put my aid In my ear it pushed the original one inside the ear canal resulting in a painful ear infection.
11. You would think that Specsavers would be horrified when I told them this but nothing of the sort. They admitted that the audiologist was being disciplined and could be dismissed but all they offered me was to either replace the hearing aids or refund my money this is after being told that this is not the service you should receive from Specsavers and we will sort this amicably. They didn’t offer me anything for the injuries the audiologist inflicted on me and simply told me that "if I wasn’t happy I should take legal advice as they had done Internally" A very strange and aggressive response from the person in charge of hearing for this particular franchise.
12. In summary I feel thoroughly let down by Specsavers and the whole thing has left a very sour taste I expected better from a major high street brand - all I ever wanted was reliable hearing aids and to receive professional caring treatment which sadly they failed to provide. This should serve as a warning to anyone considering using them, when things go wrong you find out how good a business is and Specsavers failed miserably.
Sent from my iPhone”
“I have been a customer of Specsavers for the best part of 40 years and until today I had always thought their customer services to be good. However today my wife and I attended our local branch on High Street Gateshead as my wife’s glasses which she had bought only 3 month previously had a leg coming loose. The girl who served us was from the start abrupt and rude, she snatched the glasses from my wife, looked at them briefly and said there was nothing at all wrong with them. My wife showed her that there was a considerable difference in movement between the two legs. The girl, tutted and said ok I will tighten it. She came back 5 minutes later and said she had fixed it, she had not, there was still one leg loose. The girl in a very surly manner then said, well what do you want me to do, at this point I interjected and said, fix them! Again she took them away, but this time came back and said that she couldn’t do anything as the screw was stuck. I pointed out that the glasses must still be under guarantee. The girl then replied that the guarantee did not cover misuse, I asked her to explain, she then asked my wife to demonstrate how she took off her glasses, my wife did so, The girl then said well clearly you do not take them off this way all the time, you must usually take them off one handed. My wife replied that she always used two hands, the girl then replied in a condescending tone, that in her 9 years of experience she knew that these glasses had been misused. However by this time our discussions were attracting attention of other customers, so noticing this she said as a gesture of goodwill they would provide a new frame. I replied thankyou and in the future we will now go elsewhere, to which the girl replied, you can and I hope you will.
On the way out of the shop, in a private conversation with my wife, I said I think we should report that mardy young lady to head office for her 1 star customer service. As we exited onto the footpath, a lady who I believe to be the manageress followed us out of the store and started shouting at us, she said don’t you call my staff a cheeky b, I replied that I hadn't, but having said that, she is! a few minutes later my wife received a call from the manageress to say that I was banned from all Specsavers stores.”
