Specsavers Optical Group

I had my new glasses from spec savers in Uxbridge in March 2019. I need to point out that I am on the ESA and disability benefit which entitles me to a free eye test and a voucher towards my lenses. I have been a spec savers customer for nearly twenty five years and have always been very happy with the customer support to the point that I have recommended them to my family and friends. I must have had a faulty frame for from the time I had my new glasses I have had to go for adjustments nearly every other month if not before. My frame snapped a couple of weeks ago and due to health issues I couldn't go to the store. I visited the branch today and was seen by a member of staff who very politely told me that it couldn't be fixed but if they had it in stock they will replace it. Then this member of staff very rudely asked her to attend to another customer and someone else would assist me. I waited for 15 minutes and then this male member of staff came and told me that I could have a new pair for 25 percent discount. I explained that I had saved for two years for this pair of glasses and couldn't afford to pay for another pair. Again this rude female member of staff asked him to attend to another customer. I was left sitting there for more than 15 minutes and the same gentleman came and went to see if there was a frame that would fit my lenses. Then miraculously he found the same frame I had when I was told that they were not in stock and couldn't be ordered as they were old stock. I was quite relieved as I know that I cannot afford to pay for a new pair. Then he told me that I would have to pay £89 and when I explained that the frame must have been faulty as I had been having problems with it from the beginning he very rudely said well there is nothing we can do and again this rude female member of staff casually said in a loud voice ( get her to make an appointment to see the manager). I was totally appalled and felt very humiliated. I cannot believe how absolutely appalling abysmal customer service this branch is providing. I feel so disappointed that there was no compassion and no customer service at all. Rest assured that all my family and friends will know about this. And you have lost four customers in my household.