“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.”
“I bought 2 pairs of glasses from Specsavers Wetherby. I said the vision felt slightly blurred when I collected them. But was told I needed to get used to them. I persevered with them for a month then went back. I was told by the assistant that the lenses I had been wearing for many years, from a different optician, were far better quality than the ones Specsavers supplied. Are Specsavers using inferior quality materials for their lenses? I came out very dissatisfied and will return to my normal optician.”
“Bought two pairs of prescription glasses earlier this year from Basingstoke branch. After a couple of weeks one pair kept sliding down my nose, returned to the shop and they made them tighter around the ears. I've had to return five times now as the same problem keeps happening. I returned again this morning and was told they can't do anything about them, so unhelpful she just brushed the problem off, she said it's over 100 days ...I now have an expensive pair of glasses that are of no use to me unless I want them to sit on the end of my nose! I will never waste my time or money in Specsavers again. Basingstoke branch definitely need to improve their customer service.”
“I have the worst experience from specsavers of cwmbran. On March 14th I ordered eyeglasses. The measurement of the ocular centre (oc) was done from Vicky Morgan with a ruler and was completely wrong. The OC do not CHANGE. In my previous glasses the OC were 36 and in the new 31. From the first moment I wore the glasses I could not see well. I had to go to the specialist to check both the glasses and my eyes with a special machine to inform me that the OC is wrong. I contacted with specsavers of cwmbran by email, after that sophie lane called me and asked me to go to the store.
I went to specsavers of cwmbran on October 21st. I spoke with sophie, she measurement the oc again with a ruler - the ruler is not a reliable way to measurement except the special machine-
she made me an appointment for me with an optometrist on October 31st.
I went. The prescription of my glasses is ok,the problem is the wrong measurement of the OC
Why in all my glasses the OC is 36 and this 31?
I lost my time with specsavers”
“Accompanied my partner to collect her £300+ glasses. I had collected my £300+ glasses earlier that week from the Friars Walk branch in Newport.
The rude 'receptionist' didn't have a clue. Asked us to hand sanitise twice, asked why we were there three times, then asked me to leave the store because of covid rules.
There wasn't anyone else in store apart from staff.
So after spending a combined £600+ I was forced to stand outside in the rain.
The final insult, my partner's glasses weren't suitable (wrong lenses).
Appalling customer service.”
“Visited the bishop’s stortford branch and the member of staff that served me was very rude and told me point blank my appointment had been cancelled and when I told her I had not received an email other than one I received yesterday to say the appointment had been confirmed she told me that they never forget to cancel and that I should check my emails again. She did not apologise for the inconvenience nor did she bother to reschedule the appointment. Will not be returning. I would advise visiting a branch that can help and provide a better level of customer service.”
“Went to the Hove branch George Street terrible the staff are rude. Only interested in selling what you probably don't even need. Are they qualified! !!! I am disgusted to that they are not really bothered about the covid recommendations”
“bought a pair of glasses in January 2021 for £325- from the start they became too wide (arms very thin) and I returned them to be adjusted. Eventually, this month -October, they became impossible to wear as one of the arms seemed loose. I took them back to Specsavers Maghull and the assistant said I must have sat on them! I assured her that they had not been sat upon and she said she would 'see what she could do'. 5 minutes later she returned them to me in pieces and said 'they are broken, you need a new pair'! I will never buy glasses again from Specsavers and would advise others not to purchase there.”
“The optometrist was very good and other staff very friendly but the glasses are not. I paid £450 for reading and long distance. I needed lightweight frames so had Titanium and thinner lenses which bumped up price. After quite a few visits and then a change of glasses I am still in a lot of discomfort behind ears and on nose. If I could just pop in and get adjustments done it would be simpler but told each time I had to make an appointment. Feel I'm on a losing battle.”
