“I went into the Belgrave Gate Leicester store this morning and I was seen promptly and had really great friendly service from Amina . R. I would definitely recommend Specsavers .”
“It's the upselling that gets me. You start off with a basic prescription and then they pressure you to have loads of extras and get quite rude when you refuse them. It's all about money here and not about the customer. They wanted me to pay extra for better lens clarity on a £100 pair of glasses, I thought glasses were to help you get better clarity in the first place. Too many tricks to con you out of your money and I won't be using them ever again.”
“As my late mother was diagnosed with glaucoma, I was advised to go to an optician and have my eyes checked annually, including eye pressure tests, to ensure any deterioration in vision was found early as it may be an indication that I too was developing glaucoma. I followed this advice and although, I was under 60 at the time, the tests were carried out free of charge under the NHS. Up until 2014, the tests showed no sign of glaucoma. In February 2015, I suddenly developed pains in my eyes, and went almost blind in my right eye and was admitted as an emergency inpatient to the Eye Unit at my local hospital where it was found I had developed glaucoma. I was kept in hospital for three days where I had a series of injections and eye drops to lower the pressure. I also had two holes laser drilled in the sclera of each eye to prevent pressure building up. Since the 2015 incident, I have been taking eye drops every morning and evening. My opticians (Specsavers) were aware of this. The consultant at the Eye Unit at the hospital, where I currently go for six monthly check-ups, told me to continue with the annual optician appointments and it was about that time I switched to Specsavers, and I had appointments round about June in 2015, 2016, 2017 and 2018; no issue was ever raised about my attending annually; all were carried out and paid for by the NHS with no problem.
However, I had my 2019 appointment four days ago at Specsavers (Bournemouth, Old Christchurch Road branch) and was told by the optician I saw that appointments can only be paid for by the NHS once every two years and if I wanted my eyes tested, I would have to pay for this to be done (I guess as a private appointment – but I was not told how much this would cost). I explained that I suffered from glaucoma, that I had been advised by the hospital to have my eyes tested annually, that I was experiencing a small amount of fuzziness with my reading glasses and I had noted that recently, whereas I could before read large print with difficulty without glasses, I could no longer do so. The optician responded by telling me that my prescription last year should be perfectly fine as far as reading was concerned until next year, when my two year cycle was due, and what I could or could not achieve without glasses was of no interest to her. I tried to explain the situation to her again, but she would not listen saying as I was “under the hospital”, I was only entitled to two year testing. When I said that the hospital carried out many tests but did not test if my glasses prescription needed changing, she again offered me a private test or told me to wait until next year. When I said that I felt my prescription may need changing which is why I felt I should have my eyes tested there and then she again gave me the ultimatum – pay for a private test or wait a year.
While the optician was never actually rude to me, she did make me feel like I was attempting to cheat the system by asking for the NHS to pay for something to which I was not entitled. She certainly did not show me any respect either as a customer or as a person who was probably fifty years her senior. As I was beginning to feel very angry at the situation, I decided it best to leave.
When I got back home, I decided to look up the rules. I do note they state that normally, free NHS eye tests for somebody my age should only be carried out every two years, but it also states an ophthalmic practitioner or optometrist may recommend I can have an NHS sight test more often than every two years (which my consultant at the hospital has done) if I am are aged 40 or over and have a family history of glaucoma (which is the case) or am aged 70 or over (which is also the case). I also note that had I accepted a private eye test, I would not have been able to have a free NHS test for a further two years – something the optician conveniently neglected to tell me.
On a less serious note, before I saw the optician, I had a series of pre-tests carried out by the Specsavers receptionist. One of these tested the pressure in my eyes, and I asked the receptionist what the readings were. Her answer, in a very disinterested way, was that she did not understand the computer printout and I should ask the optician. This did not fill me with confidence with regard to the technical knowledge of Specsavers’ staff.
As a result of my treatment, I submitted a formal complaint, on-line, to Specsavers. I received an automatic email response saying “one of our representatives will contact you within 48 hours”. I took this to mean two working days, which have now passed. I am still waiting for a response.
Their advert states “Should have gone to Specsavers …”. I did. As a result, I wish I had gone to an opticians who are less interested in the commercial side of the business and more concerned in their patient’s care.”
“Specsavers cancelled my appointment 10 minutes before the appointment due to the optician being unavailable. Went to Boots instead and was subsequently diagnosed with a thinning retina and given an urgent referral to the eye hospital. I was told this is very old and should have been picked up on the last couple of eye tests but most definitely my last eye test. Specsavers are disgusting, all they care about is selling glasses. I was always a Specsavers customer and used to have a regular 2 year eye exam but not anymore. I could potentially have major life altering issues with my eyes at the age of 34 thanks to them.”
“I decided to give specsavers a go instead of Scrivens where I usually go. Huge mistake. Struggle to read with my verifocals but the worse thing is that everything in the distance has a bright yellow edge to it. I took them back, and was told it was the frames I had chosen. They were causing a yellow reflection on things, and there was nothing they could do about it. So why sell them?? Had them a year now, and have got used to the yellow, but Ive booked an early examination with Scrivens again so I can get some glasses that do their job. If you want cheap and nasty, then by all means, go to specsavers. Utter rubbish”
“I normally start work at 8 am so had to take an hour off for a 9 am appointment . I arrived just before 9 so i was there on time . After waiting 15 mins I asked when I was being seen and was told the member of staff hadn't arrived at work. Why cant their staff arrive on time to start work ? I left as I didn't want to lose any more time of work. No apology down right rude”
“Visited Specsavers Newtownabbey. I was greeted at the reception by Sean who was very helpful and friendly. My test was done by Mr Tony McGinn who was so professional, very understanding and so helpful and had a lovely manner. I was so impressed with this Specsavers and would highly recommend it.”
“There was a bad accident on the motorway traffic was being diverted so made all the village roads very busy I rung specsavers on hands free and explain the lady said you are allowed to be 10mins late for appointments I arrived 8mins late the lady rung through to someone to ask if they would see me and said no I'd have to rearrange I said forget it iam fuming I've have been going specsavers for years n travel to get there when there are opticians much closer to me so guess what it's time to give them a try absolutely discusted the way my appointment was felt with at mexbourgh branch”
“Had an accident with my glasses and the side was bent. Took the frame into The Maghull Branch and was told they could only replace the frame at £85 as side could not be straightened.
The frame was from the Twiggy range with a sparkly wrap around the sides.
I then took the frame to a local optical lab in Ormskirk who straightened the side for no charge.
Shame on you Specsavers you have now lost a customer.”
“Absolutely rubbish service. They kept my gift card and didn’t give me receipt for the glasses saying it won’t be problem to collect it. While collecting the glasses I was hold like a thief until I prove my payment from my phone and person who gave me a gift card. Never again. Specsavers, Shame on you”
“Told by optician I must not drive.
Measured 20 metres and I DEFINITELY can read number plates very clearly.You can't trust the them.
It's all a huge CON.
THEY WANT YOUR MONEY, end of.”
“Had emergency over lost pair of glasses. Leicester branch staff were superb and helped us out despite the complex circumstances. Prevented a lot of hassle during a weekend away. Can’t praise the staff highly enough. True customer service.”
“Not sure how to start, but I just want to write my experience using contact lenses. I prefer contact lenses instead of the glasses but most of the times I had to wear the glasses because am a bit scared of using the contact lenses that I get from specsaver. When i try to get the left contact lense out, half of it gets out and the other half stays in, and hard to take it out. My eye turns red as I try couple of times to get it out . I had to wait at least 48 hours to be able to take it out. I wouldn't come and write this if this had happened once or twice but actually this happens like 6 times from every 30 pairs that I get monthly. The right eye contact lenses are fine and nothing happen but the left is the worse and it get ripped easily while taking it out. I wish that they get better and stronger daily contact lenses, not weak and cheap ones. My eye turns red and hurts and not sure what to do. Specsaver is only way I know I can get contact lenses from, is there anywhere else I can get them from I might be better to try different place. .....Left eye contact lenses are bad try to sort it out.”
“I took my child to specsavers to have an eyetest.All friendly staff.Cheery and happy optician....But when we went the store to collect and try them on one week later my kid couldn't see a damn thing with them on!
Not even the wall from 10 feet away.Customer service staff quickly forgot their"cheery" attitude and became surly and ignored us.Eventually we were offered another free eye test but I pointed out that if the optician was so useless as to stuff up the original prescription so badly,then what would be the point.The a member of staff,another formerly "cheery" lady,pointed out that we had ordered and paid for shaved lenses because my child's prescription was in excess of +3.50 so it was our fault.We strongly disagreed so yet another formerly " cheery" lady staff member pointed out that there were no faults and all my child had to do was (A) put on the glasses and (B) wait for a couple of minutes or so their eyes adjusted to blurriness.At this point I shared with them my personal opinion about them,their optician,their customer service,their frames,their lenses and the utter drivel they talked.We were in the store for over one and a half hours before we were given a grudging refund of the amount already paid for the frames.
No apology,no decency.
So we marched straight over the road to vision express,explained our position and dilemma caused by specsavers idiots and we were offered a free eye test next day.Also the prescription was radically less than the original and within one week nice clear brilliant spectacles fitted by professional qualified staff with great customer service!
So....you decide!”
“Took my reading glasses back as they are misty, they seem like they need cleaning(have done this several times, still the same) to be told it was because I hadn’t got anti glare on the lenses. They could change them for me but I would have to buy new frames as well as new lenses, although my frames are only a week old. I will never use them again it’s all a big con.”
“Went there for a pair of glasses. Was offered 2 for the price of one. Ended up paying over £200 for one pair, not even a good brand and they wanted to charge me £198 for the second pair due to me having to have thinner lenses? They say that the lens deal is NOT in the offer? Paid to have scratch resistant lenses and lense became scratched, visited shop and now they want £120 to replace just one lense? What a rip off, totally disappointed with the so called two for one offer that proved to be more expensive. Avoid this place and go to a small independent opticians that are willing to provide a good service and where they value a client as Specsavers certainly don't. Very dissatisfied.”
“Just had the most amazing service by Kanta @ Wembley branch, she was enormously helpful, friendly and funny! Opticians is normally a bore but I was laughing and smiling throughout, brilliant customer service and professionalism, kanta is a true asset x”
“I cannot recommend Shyrose at the Specsavers in Brixton enough!
She has a wonderful eye for how glasses fit the face shape (and is honest about it!) and is determined to make sure customers leave the store with a great deal to match the great glasses. She is truly amazing.”
“2 years ago I spent £325 for a new pair of glasses at Specsavers Romford. One “leg” broke off recently, so I went back to the store to see if they could fix it. They said they could replace the frame but because my frame is from discontinued stock I would have to pay £39 for a new one, which I thought was a great offer! When I came back the next day I was told by another sales person I couldn’t get this done for £39 because I have verifocals
2 years ago I spent £325 for a new pair of glasses at Specsavers Romford. One “leg” broke off recently, so I went back to the store to see if they could fix it. They said they could replace the frame but because my frame is from discontinued stock I would have to pay £39 for a new one, which I thought was a great offer! When I came back the next day I was told by another sales person I couldn’t get this done for £39 because I have verifocals. She kept saying I should go for 2 pairs for the price of 1 deal since I have a new prescription. I repeated a few time that I DON’T NEED 2 pairs but the assistant just wouldn’t listen. When I said I prefer my own frames instead of theirs as I couldn’t find any I liked, I was told I will have to pay extra £40 to fit lenses in those, which I said was ok. I did buy a frame that I really like, that sits perfectly on my face, and looks good, a few months ago. To proceed with the order now the 2 sales assistants wanted to see a sales receipt for the frames I had. Obviously, I didn’t have it with me, and it’s been a while since I bought them, but they suggested that without the original receipt the order can not be processed. Unbelievable! I have been Specsavers customer for over 12years, I was about to spend £270 on the lenses to be fitted, and to be treated like this?! I AM NEVER GOING BACK TO SPECSAVERS! Outstandingly bad customer service and too expensive!”
“2 years ago I spent £325 for a new pair of glasses at Specsavers Romford. One “leg” broke off recently, so I went back to the store to see if they could fix it. They said they could replace the frame but because my frame is from discontinued stock I would have to pay £39 for a new one, which I thought was a great offer! When I came back the next day I was told by another sales person I couldn’t get this done for £39 because I have verifocals
2 years ago I spent £325 for a new pair of glasses at Specsavers Romford. One “leg” broke off recently, so I went back to the store to see if they could fix it. They said they could replace the frame but because my frame is from discontinued stock I would have to pay £39 for a new one, which I thought was a great offer! When I came back the next day I was told by another sales person I couldn’t get this done for £39 because I have verifocals. She kept saying I should go for 2 pairs for the price of 1 deal since I have a new prescription. I repeated a few time that I DON’T NEED 2 pairs but the assistant just wouldn’t listen. When I said I prefer my own frames instead of theirs as I couldn’t find any I liked, I was told I will have to pay extra £40 to fit lenses in those, which I said was ok. I did buy a frame that I really like, that sits perfectly on my face, and looks good, a few months ago. To proceed with the order now the 2 sales assistants wanted to see a sales receipt for the frames I had. Obviously, I didn’t have it with me, and it’s been a while since I bought them, but they suggested that without the original receipt the order can not be processed. Unbelievable! I have been Specsavers customer for over 12years, I was about to spend £270 on the lenses to be fitted, and to be treated like this?! I AM NEVER GOING BACK TO SPECSAVERS! Outstandingly bad customer service and too expensive!”
