“I made an appointment at Specsavers as according to their website if I had diagnosed glaucoma my testing would be free I am also a pensioner of 72 yrs old. I was called this morning asking me why I thought I was covered by NHS appointment I told them I needed new glasses but the receptionist said I wasn't eligible because my recall appointment wasn't due til February next year which means I have to either 'soldier on' with ineffective specs or pay privately to see an optician. Why bother saying on website that those diagnosed with glaucoma are covered by NHS when clearly they are not according to the person who called me this morning from the Corby northants store. When I do get my 'recall' appointment I certainly won't be giving Specsavers my business
I'm appalled.”
“I spoke on the phone with a worker from spec savers in barkingside Ilford about my daughter who has been getting severe headaches only when she wears her glasses and I got shouted at and the woman was so rude and told me to call my gp instead even though I told her that the headaches are from the glasses.”
“specsavers home visit was excellent , the 2 ladies took the time to discuss a few issues with my eyes. I was surprised at the price, less than half the price of another company I had used for very similar glasses.”
“Last year I purchased a pair of glasses from Specsavers. On having them fitted I was told they could not secure the lenses properly and they may fall out( what a joke) anyway I go to Portugal for 6 months and they did fall out and I had to pay for them to be put back in.
They then became unusable and had to wear my old glasses.
On visiting specsavers today I was told my glasses were not suitable for my lenses but not when I purchased them.
I asked if there is anything you can do as I need to buy a new pair of glasses. I was told they would have to speak to a manager. His reply was he could do nothing because it was beyond the 100 days guarantee. As I was in Portugal then there was no way I could fly back to have a replacement. So he did nothing, not even a gesture of good will. So I have had to pay top price for a new pair of glasses, for advice I should have been given on purchasing my glasses not when I returned with them.
So please make sure you don’t get ripped off as I have been.
Some things you can’t see even with glasses.”
“Just bought my glasses from there after an eye test, just a pity they don’t walk you through what the two machines do when you start your eye test.
Can’t fault the lady that actually did the second test everything was explained to me and I was happy to go ahead and purchase my glasses.
Service was good waited two weeks for my new glasses very happy.
They still need adjustment but will get to that next time I’m passing”
“Horrible horrible delivery service. Ordered glasses online and was told it would arrive in 10 days. Ended up waiting two weeks only to be told it would take yet another week. Had to cancel my order in the end. These people need to understand that glasses are not luxury items that we can wait forever for. People’s lives and safety depend on it. Been practically blind for weeks thanks to this company. If I had known, I’d have saved myself the time and bought it somewhere else from the beginning. Extremely disappointing!”
“I used to work for this company. I worked for 8-10 different stores over the course of 10 years. Heres whats actually going on- retail directors are not optical people they are retail people. They are paid large sums of money/bonuses based on how much volume they can put through the store. Specsavers will not hire area managers from optical background because it is cheaper, they also will no longer pay the higher wages to older members of staff with experience. The last store I worked at had 8 apprentices and 8 pre-reg (student) optometrists, again cheap labour. Trouble is guys, we are not selling coffee are we? Optometrists are paid bonuses based on how high their conversion rate is. Conversion rate means how many tests they can turn into purchases. Their greed and pressure on staff to achieve this has led to prescription changes that were not necessary, patients returning with headaches from being over plussed on their reading adds and varifocals being recommended to patients with no distance prescription. The poor patient spends £300-£400 on glasses they could have got for £29 and just made them into reading glasses. I cannot express to you the general public, how corrupt this company had become, and the risk to patient safety which is why I personally no longer, and will never work got this company again.”
“After eye test, I was told I needed to update both my long distance and reading glasses, so paid £130.00 total to get new glasses, but there was absolutely no difference from existing glasses, so I took them back and got a refund. Shocking that they see fit to take money from people they know they are not helping to improve their vision, as they knew I have some macular degeneration, and cataracts, but they took my money regardless! Don't be fooled.”
“Response to tracey watkins.
The consumer rights act depicts that your item must be fit for purpose for two years, Ie if the glasses do not fit correctly, or you cannot see clearly through the lenses, because they are a bespoke item made specifically to your requirements, the company has the right, to make an attempt to fix the issue by way of retest/exchange, if they are unable to solve the issue you are entitled to a full refund. The best way to complain is either social media, or the general optical council, who would maybe be able to assist you in directing your complaint to the right body of council.”
“Told me that I had glaucoma but didn't have cataracts and referred me to the eye clinic at the hospital where the consultant told me that I didn't have any symptoms of .glaucoma but my cataracts needed urgent attention.”
“I just went to collect my new reading glasses from Specsavers in Sevenoaks. As instructed, I tried to read the card with my new glasses, which I could do but no where near as clearly as with my old reading glasses. This would be annoying in itself, but this is exactly what happened 2 years ago as well.
When they asked me to read with the new glasses and then put a -0.25 adjuster lens over it, I could read clearly, I.e., my prescription shouldn’t have changed at all.
I’m very happy to pay for an eye test, I don’t think it’s a waste of my time to be told to stick with my current glasses. However, it is a monumental waste of my time to try to get me to buy glasses which I don’t need. I was told that some people have an intolerance of a 0.25 adjustment and that a note to that effect would be put in my notes. I have no idea if that is true? I was certainly made to feel that I was being awkward. I was asked if I wanted to try the glasses anyway! When I declined as I was worried that using glasses with an incorrect prescription might weaken my eyesight, I was patronisingly told that it doesn’t work like that.
I’m self employed and had to take an afternoon off work to attend today’s appointment.
Specsavers reimbursed me for my glasses and, at my request for my eye test but I have lost faith in them and can’t imagine I’ll be going back to them in the future.
I probably won’t get any acknowledgment of this complaint but have posted it in case someone else has had a similar experience and, like me has been made to feel as though we must have given the ‘wrong answer’ when we were given our eye test and therefore must take some of the responsibility!
Very disappointed”
“Should have gone to Spec Savers
Glasses finally arrived in France, Very disappointing !!! very cheap looking and to handle. Ordered METAL as I thought ? As it stated on the advert details ....'Material: METAL' Also couldn't see properly through the Bifocals right lens !! Returned.only to then find I have to pay sending from France Costing me €17.25 for no fault of my own ALTHOUGH THEY HAVE MADE THERE USUAL EXCUSES !!! All in all. Very disappointing ....... should have gone to Spec Savers!!! I WILL NEVER USE THIS COMPANY OR RECOMMEND AGAIN
Date of experience: 28 June 2024”
“I’ve been to specsavers for many years now and have never been let down by a store so many times. I bought a pair of glasses back in March and have been back to specsavers 10+ times since, my designer frame went rusty they replaced it then damaged my lenses getting them back in to the frame, I had to walk around work and home with my prescription sunglasses on. Just recently I’ve been back because I can’t see out of them very well as the focal point was off. Then to realise the new glasses had gone rusty! I asked for a refund but refused to give me a full refund so had no choice but to order another frame and be fitted for the 3rd time since March. Very poor customer service.”
“DONT DO IT!!! Their bogus ad of 2 for 149 is a scam. After goin through the eye exam and being convinced to get 2 prs of glasses one for work one pair for everyday ( which i have manged 1 pair for 30 years ) for a total of $580.00. Once my glasses were ready I made 7 yes 7 trips back. I couldnt even read the menu on our 60" tv screen. They did another eye exam and the prescription was changed. Go in for my new glases and they arent very good. I asked and received a refund for the 1 pair. By this time it was my 6th visit. I waited the 2 weeks they say to let your eyes adjust ( i have never heard this before) still cant wear them. Got fed up went back to my original place to get glasses Walmart.... again they had to change my prescrition .. and guess what?? My glasses from walmart are perfect. I have had them now for a month and have not made 1 singe visit to Walmart for adjustment... hhhhmmmmm why is that???”
“Few days ago appointment at RICHMOND SPECSAVERS. it was a nightmare. The woman o saw first was totally unaware she’d used the puffer multiple times in …. one eye!
Trying to get my head at the right level she caused me real pain (I’m very tiny, 79 years old & suffer from Parkinson’s)
She then tried to lower the surface but it fell accross my knees causing very real pain
She asked me if I wanted OCT? I said no. The male operative said “give it to her anyway”. It was as though I didn’t exist
The man then did some vision tests (I’m finding it impossible to read small print). He didn’t suggest getting glasses but, I believe, referred me back to the hospital.
It was a stressful & physically painful experience. I was very shaken to my core.”
“Newquay Specsavers should have a sign on the door wheelchair unfriendly. My recent visit was a disaster. Firstly staff said my appointment was upstairs. I have been in a wheelchair for my last two appointments,this was mentioned when I made the appointment. Secondly I wasn’t seeing my optician whom I have seen annually for the last seven years. I queried this as I had booked specifically with him. I was told he was upstairs that day. I was then led to a tiny space which my partner had to lift me in the chair to manipulate me into. I then had my eyes photographed by an assistant who never spoke to me apart from instructions. She appeared very nervous and unsure of herself and didn’t apologise when she banged my nose hard enough to bring tears to my eyes with the machine. She (I don’t know her name) then tried puffing each eye, 3 in one 6 in the other tutting away. I was obviously a nuisance. The optician was pulled out of retirement and chatted enough to make up for the women, he apparently came for hi-days and holidays. I had been on line and chosen glasses which I had written down the names of on paper, two for £70 two for &90. This caused more fuss and backwards and forwards from grumpy assistant than if I’d asked for every pair in the shop . I don’t know who she was but was untrained and obviously disliked working with the public or maybe just the disabled. A horrible experience. I have now got to order my glasses on line as my partner had to get to work and we had been in the shop over an hour and a half. Two exactly the same was all I managed in shop.”
“I worked there. I was told the following and i worked for 8 different specsavers and they all told me the same thing, sell, sell, sell, 10 mins per patient, if they talk too much shut them down with closed ended questions, do not talk to them about your personal life, sell, sell, sell, hang on though, this person is due cataract surgery shouldnt we wait, no sell the glasses anyway, conversion rate must be 100% that means everything coming out if these optom rooms must be dispensed whether the prescription has changed or not. Just dont tell them. Optometrists we will pay you bonus the more you convert, so when the patient has tiny change, straight away new varifocals £400 please. Patient never needed them sadly this is the life at specsavers. They have absolutely zero patient care, they lie and they take all your money. I worked for them for 18 years, i loved it when i started there, now its just young apprentices and noone onow how to do the job, seriously get out of there find an optician that genuinely cares about your eyes not having a different colour pair of glasses for every room all with transitions, polarise all the expensive treatments, even if the patient is only 30 give them a reading add, sell them varifocals, money, momey, money. All directors and CEO’s should be sent to prison in my opinion. They should all be ashamed.”
