“Completely rude and disrespectful people they prepared completely wrong glasses collection time no test nothing after reaching home I realised I can’t wear those glasses went five times to shop to fix the problem staffs are rude & arrogant unqualified unqualified options”
“Middleton arndale specsavers should be used to promote great customer service. I had an issue with my glasses, the store I bought them from advised me twice to glue them, I did this did not work, very frustrating after paying 368.00 for 2 pairs of glasses. I went into the Middleton store to try to ask for some advice on what glue would help, after explaining the situation it was resolved within 10 minutes this saved so much frustration as I was becoming increasingly frustrated at the situation well done Middleton excellent customer service thank you”
“Maja, the Serbian optician in the Store inside Sainsbury's near Gloucester Road tube station (158a Cromwell Rd, London SW7 4EJ), is a SUPERSTAR: she fixed my two badly bended glasses bought a year ago... when, previously, 2-3 of her male colleagues told me they couldn't really be properly fixed and I needed to buy another pair, albeit at a discounted price!
Bought her a box of Ferrero Rocher chocolates to show her my huge appreciation.
That young lady is a magician with glasses.”
“Incredibly poor service. A waste of time and money.
Best advice I can give is go straight to Boots. Level of service is far superior.
My complaint involves the Watford store and Harrow store.
- Tried to order glasses and told to email. Sent 4 emails plus several follow up calls with no response or follow up from the store. Ended up waiting 3 weeks with no progress or apology so decided to go to another store in Harrow. At the Harrow store I ordered a new set of glasses + sunglasses. Subsequently I was told by the store to collect the glasses as they were ready but when I arrived this wasn't the case, the wrong lenses had been fitted. I was then told to wait 30 minutes and they would be ready. Then subsquetly another 20 minutes on top. Then another 5 minutes. At this point I was told again they still were not ready and had 1.15 hours in the store. I still didn't have my glasses that THEY had contacted me about to tell me were ready. Left the store without the glasses.
No apology/concern or sense of accountability from any of the staff from either store. Staff appear to be asleep with no sense of customer service.”
“I bought two pairs of glasses one for driving and one for reading, only had them 2 months and the coating on the reading pair started to come off. Went into the Middleton branch and they said it was my fault and they were going to charge me so I was not happy and asked for my money back, they said I would only get my refund if I gave them the other pair. So I did and they have now left me with no glasses right before Christmas, what a disgrace Specsavers are and the advisors are rude and need re training, won't be back as Asda do better, avoid at all costs.”
“What a load of rubbish.. I’m surprised Trading Standards haven’t queried the 2 for 1 offer. Glasses £150.. so two pairs should be £150. But no! £290 inc eye test..
Asda are far better and their prices are genuine!”
“Ima disabled man who had to cancel his diabetic eye test as the drops affect your vision so I had to get a family member to drive me as my home is 1klm from specsavers so taxis and uber wont take me.Over the following 4 days they phone contacted me to reappoint 2 times, and I explained im trying to organise that ride,so I did that and not realising my ex carer was the email contact,they emailed her to confirm my appointment which upset her.When I complained to the manager,she admonished me for not updating my details!I had been a customer for 8 years at Casula store in Sydney but that is over now.”
“Ordered a pair, and it took more than 2 weeks as agreed to arrive.
Next time, inform your customers that there will be delays or expected delays so we can make inform decisions to look elsewhere before committing to make a purchase.
Regards.
Bauro Tematang Rotaria”
“Good day
I bought contact lenses end Oct 2021 and started wearing it last Sunday. I had to take it out within an hour as I couldnt see with the left eye. Took them back to Baywest branch this morning and was told that I need to come in for eye test. I told the guy that I had an eye test in June and that I am wearingcontacts at the moment and I can see 100%. And then I need to pay for the test? Really now. I am beyond the hell in. How can you wear same strengts contact lenses and you see 100% but when I put the lense that I bought from you then I cant see. Now I must come for eye test. I need someine to explain to me what the hell Ineed to do as I need to wear my contacts when driving. I need answers asap”
“So I’m now having to go back to Chandlers Ford branch for the 5th time tomorrow. The 1st locum optician got my prescription completely wrong so unsurprisingly the glasses were useless but I was told to let my eyes adjust to them when I picked them up, even though I pointed out I couldn’t see clearly with them.
2nd eye test and new prescription, and remade glasses. Slightly better but I found I can’t read number plates or road signs.
3rd return visit and my glasses are remade again with a different varifocal option as my eyes clearly are the problem with the one I had….or that’s what they told me this time!
4th return visit and another eye test and I’m assured the prescription is right but they remade one pair of the glasses with thinner lenses.
Guess what, after trying to let my eyes “adjust” again for a week I’ve given up and started wearing my old glasses again.
After having to call 3 times eventually get to speak to someone I’m going back for a 5th time to discuss what to do next. Ideally I’d like a full refund and to go somewhere else as it seems impossible for specsavers to provide glasses I can actually see through. However I don’t think that will happen & I’ll be fobbed off again.
Weird thing is the branch mentioned that they’ve had a few customers with similar issues recently. Something is very wrong with specsavers at the moment and they don’t seem that interested in fixing it and are letting people drive with poor visibility.”
“Very good eye test but disappointed at your confusing pricing. I thought I had purchased a 2for1 new frames and reglazing of own prescription sunglasses. £197 later, I find I have 1 pair of glasses with something called “super clean” (cancels out 2:1 offer apparently) and polarised sunglasses. My fault, but I do feel I was upsold a confusing offer by an assistant who, though very nice, mumbled her explanation of pricing through her mask. No more Specsavers for me.”
“Booked an appointment it was confirmed on my phone but when I went for the appointment they decided they didn't know anything about it. The staff were just standing around chatting and ignoring customers I saw a customer just walk out because she had been waiting and they ignored her”
“Nobody listens to anyone at Specsavers. They wouldn't put lenses into my signature frame design which I have used for 20 years. When I indicated maybe I should get a pair of readers they try to sell you 2 pairs. Instead of trying to upset, why don't they just listen to what a customer wants.”
“I have been using Specsavers for years but I think the last couple of years their materials have become cheaper quality. I recently bought a pair of glasses with a 2nd pair exactly the same for a spare. After having them only 6 months I was abroad in Greece when one arm of the frame snapped off. I started wearing the spare pair then I happened to pass an opticians in Greece I asked if they could fix the arm. They did the same day and of course I was expecting to pay but they didn’t charge me. Unfortunately the next week the other arm snapped off so I decided to take it back to Specsavers. A couple of weeks later I was back in the UK and one arm snapped off the spare pair. I have worn glasses for 20 years and this very rarely happens. I took the two useless pairs back to Specsavers two weeks ago (same brand exactly) and they said I must have maltreated them as their stock is good quality. They agreed to fix them but said I would have to pay, even though they sold them to me within the past year. A week later they hadn’t called to say they were ready so I called them and apparently they are ready but they hadn’t called as they said they would. I haven’t collected them yet so I can’t say about the quality of the fix.”
“Rebecca from the Bedford Branch, and Sarah who attended to my eye test on the 11/11 21, were so helpful and patient with choosing my glasses as well as the rest of the staff
Yours Sincerly Jillian Burnage”
“After purchasing my prescription glasses 16 months ago, I experienced the frame breaking into half from the bridge of my nose whilst driving.
I rely on my glasses for my vision and treat them with utmost respect. Upon presenting at the Altona North store today in Victoria I was treated disrespectfully and told that the two year warranty only covered manufacturer defects and that I had obviously applied some stress to have created the fracture. Really?
The staff member then went on to quote me for a new frame in a colour that didn't match my current pair irrespective of my request to speak to the store manager. She handed my glasses back to me, covered in greasy fingerprints and said there was nothing she could do to help me.
I have since spoken with Specsavers head office and hope to have the matter resolved. I will never purchase from this store again.”
“Extremely upset to have my glasses returned to me with one missing screw, another mangled and the frames warped. How do you even manage to warp a pair of flexon frames? The remaining 2 screws are not mangled but are also damaged. The left lens is not correctly shaped resulting in a gap in the frame where it could not be tightened down further. I had to go back when I noticed the missing screw, again when i noticed it was warped and again for the second mangled screw. This is an absolute disgrace. The frames were indistinguishable from new due to the care I treat them with. To have them mangled by an incompetent stranger is ridiculous. I dare not take it back to have the left lens correctly shaped. I signed a disclaimer for breakage when fitting new lenses into my used frames and wouldn’t have minded if they broke in this way but to have Zero care and attention paid when installing my lenses is inexcusable.”
“I decided to cancel my contact lens contract due to having been told i needed stronger strength lenses when i was sure my eyes sight had not changed. I was told to persevere with the lenses even though they weren't right. They didn't even seem balanced and my vision was blurred. Decided to get a second opinion from an independent optician only to be told what i already expected. I decided to cancel my contact lens contract, rang my local branch to be told i'd have to ring specsavers admin, i cancelled the contract or so I thought, expecting to reimbursed for lenses i had not received and was told the money would be in my account within 3-12 working days, which i thought was excessive. After 12 working days no sign of the money in my account so rang the admin number again to find that my cancellation had not been done so now i have to wait a further 3-12 working days to receive the money, which has increased due to specsavers still taking money from my account. Not impressed!!!
Won't ever use again.”
