“Absolutely shocking customer service. I was treat like a commodity without any appology. I would not have any thing to do with this purely money making franchise. Stay well clear.”
“My 86 year old husband had what is advertised as a FREE hearing test, in Bournemouth. What a scam! He was charged £59 for the test. Apparently, this will be returned if he purchases the hearing aid recommended by the audiologist, otherwise we are £59 out of pocket, with nothing to show for it. So the free test is conditional? Nowhere is this mentioned in the advertising.
We don’t have a lot of money and this is a real hardship for us. To get an NHS test, you need a doctor’s referral, impossible in the present clime. After a great deal of soul searching, we decided that we could manage to afford the cheapest hearing aid to make life a bit better for an old man. This is not to be however, as the audiologist recommended a more expensive model as being the best suited to his needs. Hmm!
At best, Specsavers advertising is deceptive. At worst, it is downright false - scamming at its best.”
“I collected my new glasses from the Tonbridge branch today, and was served by a professional and courteous young man named Danny. He answered every question without any hesitation and we shock hands and I left the branch feeling quite happy. A bright future for Danny awaits him”
“Provided two pairs of glasses that were not fit for purpose. Went to a different opticians which tested my eyes then checked the Specsavers glasses to determine they were wrong for my eyes. I then bought glasses from this new optician - which are perfect.
While Specsavers were willing to take back my glasses within the 100 days to that store I was unable to return to Macclesfield and was denied taking them to the branch near me. As such, I've wasted over £500 on glasses I can't use and had to pay a further £250 for a pair I can use from a different opticians.
I strongly recommend to readers not to take advantage of the buy one pair and get one pair free because you may end up with 2 duff pairs. It's not really get one free anyway - by the time you've matched the features of the first set (like tint and anti-scratch).”
“Been going to Specsavers for years I can honestly say I’m not 100% convinced they have changed my prescription my new ones don’t seem any different to my old ones they say my eyes have slightly changed but I still can’t see the tv small print on the TV , - and the lady that gave me my new glasses was happy to let me leave with the arms on my new glasses bent so when you put them on a flat surface they didn’t sit flat one arm was off the table poor service really .”
“I wish to commend Jess at Specsavers, Kippa-Ring, Queensland. As an inter State visitor, I experienced nothing but politeness and practical help at the store today when my prescription frames bent and a retaining screw was lost. Jess not only made prompt repairs, but checked my other glasses and provided a sturdier case.”
“Four years ago I was told by Specsavers in Leominster that I had the start of cataracts in both eyes, at my recent check-up I was told they were not bad enough for a referral "Unless you go Private". during the eye test the person said there was "something going on" "May be Macular Degeneration, lets see how we go". Spooked by this I did go private, I had to.
After emailing customer services I was phoned by the branch, I asked if they followed NICE guidelines and was told they are not able to, under those guidelines with Cataracts in both eyes I should be referred, additionally the NICE guidelines require the question of "is it affecting your quality of life" to be asked if so again it should be referred. I work full time on a screen from home and am a full-time carer for my wife, it's important I am safe to drive & can see the screen. the questions were not asked, I did say about working on the screen but the conversation was hurried along before I could say about being a carer. I have gone to a private practitioner where they found I have Blepharitis, when speaking to Specsavers customer services I asked if they tested for this on eye tests, and once they had found out what it was dithered nervously, they do not it seems carry out this important test, so for many years I have had an undiagnosed Eye complaint that should have been treated a long time ago and had I not been loyal to Specsavers would likely have had relief from this a long time ago. I found all this a shock and would urge any new or existing customers to weigh up what they are getting for their money and whether your eye health is being best cared for.
Updating 01/07/22
If you look any reply Specsavers give on this site it always says to forward it to the local branch, so washing their hands of it, that is not what customer service these days is all about and reinforces my review content”
“Raised a complaint via email.. no one has been in touch from the company.. still struggling with 4 year old glasses.. they simply do. Not care it’s completely unacceptable.”
“JUST COMPLETED MY EYE TEST APPOINTMENT AT 226 WALWORTH ROAD
TODAY-25/06/2022 AND EVERYONE I MET WAS AMAZING.
I HAVE MET DR. PATEL ON THREE OCCASIONS AND HE WORKS LIKE A
ROBOT.
FATIMA AND ZEE WERE VERY HELPFUL.
THANKX VERY MUCH-FRANK ADU ASARE”
“The optician was very thorough but said my glasses were in need of a slight strengthening.The staff showed me their range and I picked 2 pairs for £69 as I have always done,only to be told that as I have 2 different prescriptions(1 distance and 1 reading) I would have to pay £69 each.I have never had this happen before and have been going to Secsavers(several branches but now at Sheringham)for over 25 years.I then chose a cheaper reader,not the one I would have preferred.I did get a small discount but would have rather have had the first ones I chose. This may seem petty to some but as a pensioner I count my pennies.The staff were adamant the prices were correct but on the stands housing the glasses said in bold type that one could purchase 2 pairs for £69 and there was no indication that distance and readers were to be treated differently.”
“Specsavers both Kings Lynn branches are scum – both refused to sell me a replacement frame the arm of the original pair I bought from the branch in Kings Lynn broke without I had a eye test and pay for new lenses were bought with the new frames – I will never use this company again. They are scum.”
“I went to specsavers ever since I was a young child. Handed glasses after glasses and guess what! Went to a new opticians and I don’t need glasses I have convergence insufficiency and they never noticed. Awful”
“Terrible treatment after having a home visit for my spectacles.
The aftercare of a home visit was abominable.
I struggle with anxiety and have a disability and I explained that I could not afford the glasses that they pushed onto me at the home visit.
I rang them and explain this and try to sort out alternative glasses.
They have the audacity say someone had been out again to visit me to look at new glasses and that then phoned me and could not park I repeatedly phoned them and said this was not the case and that I've not been out the house nobody been to my door or phoned me.
Basically they called me a liar I have tried and try and try to sort this out to get myself some glasses this is the worst support I've ever received in my life I wouldn't you specsavers if my eyes depended on them.
Awful awful awful awful experience and I even phoned to try and get some help get some help with customer care what a joke you can stick specsavers where it hurts I would never ever use them again and it upsets me because I've used them over many years and this is the worst customer care I have ever experienced.”
“I have been missold the contact lense appointment. Online it said it's free and when I left I paid £25 (which I thought I paid for contact lenses) but it was for consultation and trial. Online it also says, that you can book only free contact lense trial. I actually did not even know that what I paid was trial of lenses and was surprised when I came to collect my lenses I was told that it is not the case.
I was frustrated at this point and asked to get my prescription (that I have apparently paid for) so that I buy contact lenses somewhere else. I was told that there is no prescription until I book a trial session and then I can order contact lenses.
I was missold a service/product in a bright daylight. I was not informed at any point that I will have to pay for consultation. Please check online - it does say it is free and nowhere at a booking stage or in-person I was told that it is not a free service.”
“Polly the lady who dealt with me when I collected my glasses from the Exmouth branch was extremely professional whilst being chatty and making me feel very comfortable”
“I've been with specsavers around 13 years. This time after having my eyes tested in Dec have had 1 prob after another after 1st picking up my glasses. In all fairness to specsavers every prob wasn't there fault think I have developed some sort allergy to materials glasses are made from. Just want to say they have been great. I've become the sort of customer last few months nobody wud want. Docs have been no help with finding out why my frames have suddenly started irritating me. Would just like to say thankyou wolverhampton branch am extremely greatful for your patience am hoping pair I picked up today are going to be ok”
“I got my first appointment with them on Saturday 21st of May (Golders Green) because I was having problems with my vision. I have a pair of glasses and contact lenses with a prescription from Spain, and after the appointment with Specsavers, the optician told me she would change my glasses prescription, for which I paid 90£.
I went to get my glass lenses changed on the 2nd of June. I couldn’t try the glasses in the store because I was wearing my contact lenses at that moment and I wasn’t accomodated to remove my contact lenses in the store by the store assistant. I was concerned about not trying them but I was told that I had a month to change the lenses back to my original ones in case the new ones wouldn’t work. When I tried the new glasses at home, I realised that they gave me the wrong prescription: they provided me with glasses to see from closer when my main problem is that I cannot see from far because I have 3 dioptries in each eye.
I went back to the store the next day to tell them they provided me with the wrong prescription and I requested them to place my original glass lenses back. The store assistant started doing it in front of me, however, at some point, she went to a private room.
The new glass lenses they put in are not the ones that I bought in Spain. First of all, the new lens is thinner and second, my lenses from Spain had a square mark on them. I spoke with my optic in Spain and they explained to me that the square mark is an anagram of the factory where they make their glasses. The lenses they provided me do not have this mark and the store assistant kept assuring me that the new lenses are the original ones, even though she did not change them in front of me.
I had to pay 90£ for a prescription that wasn’t right and, apart from that, I do not know what happened with the lenses that I brought from my own country, so now I am wearing glasses that I doubt my prescription is the right one.”
“Very happy with service and product! Every staff member I had contact with to extremely helpful, courteous and patient. I had not used Afterpay in a shop before and the lovely girl who was assisting me was extremely helpful and patient. Very happy with the deal I got and love my new glasses (all 3 pairs).”
“I wish I could give 0.
I wish I could give 0.
I suffer from multiple mental and physical health issues so getting out and going to have my eye test was a big deal.
I have the hc2 certificate as I have low income right now due to these issues, I also receive pip so more than qualified for the free NHS test.
The store was Horsham where I was rushed through the process quite efficiently.
A nice lady asked if I wanted some sort of extra test they offered, I asked if it was free as I have very little money to which she replied I'm sorry but no there would be a charge, so I declined.
I then got to the actual eye test which was good the guy out me at ease and was very nice aswell as thorough.
I then got whisked back downstairs and handed over to a very very enthusiastic sales assistant who took the paperwork from the optician and to my horror charged me £10, I asked if this was right showing my hc2 certificate to which she replied yes it is and went straight into trying to sell me glasses at 200mph at this time I was starting to panic and could not cope mentaly so I made my excuses and left quickly. It is only now weeks later that I can face this issue as it has caused such anxiety.
I have also now just realised on top of this they didn't provide me with my voucher, the gos3 form which is what contributes to the the cost of your new glasses. So although the staff where very polite I feel I have received poor service resulting in me not wanting to go to an opticians again.
I have complained to Specsavers head office and am awaiting there response. Hopefully I will get my long overdue gos3 form so I can finally get my glasses along with an explanation as to why they charged me £10 and a refund.”
