Specsavers Optical Group

I bought a pair of glasses in Specsavers last March, and noticed upon receipt of the glasses, that the lenses were poorly fitted. I took them back to the store, and they refitted them. However, the problem continued and I have had to return every 4-6 weeks to complain about the fact that the lenses keep protruding out of the frames. Each time a member of staff simply tells me that this is normal for plastic frames and they attempt to refit them. This is not the case as I have other plastic frames which have no such issue. I returned again for at least the 5th /6th time, and informed the manager of the problem. He told me (the same as every other member of staff) that all he would do is refit the lenses, and that he didn't think there was too much of a problem. I said that the problem is, each time they are refitted (poorly might I add), a few days later the lenses begin to protrude out of the frames again and I have to return to the store with the same problem. He refused to fit new lenses, (the current lenses are evidently a very poor fit), or to offer any other method of resolve, he would not listen to me, and was really rather rude and dismissive. I paid £145 for the glasses, and expect much better quality and customer service for my money.

When I asked the manager at the branch in mill gate shopping centre, bury, lancashire, bl9 0bx for a copy of the complaints procedure she gave me a card for the shop and said put it in writing and send it in, and then the other shop assistant chipped in, and we deal with the complaints, with a smirk on her face [so that would be a waste of time because the complaint was about them.
I've not been as angry as that for a long time, so much so I don't trust my self going back to the shop.
I finally had email from the [franchise owner] who completely supported his staff and had spoken to them about this incident, the fact that I had been a loyal customer for over ten years had no sway I was wrong and that was that.
I will never go to specsavers, or recommend to anyone ever again

Had appointment at opticians today to pick up my Vari focul glasses and sun glasses today 2nd June but received a call yesterday to say that there was a problem with sun glasses and they would not be ready until next week I am going on holiday on Tuesday the 5th and required them for this and they were aware of this when they were ordered. They then said that they could make me up some distance glasses which I said were no good to me they then suggested that I could take the glasses with the wrong size lenzies and that would at least cover my holiday went in to take a look at them and there was a gap around the frame metween the frames and lenzies when I tried them on the girl saidd that you could not see the gap I asked her to try them on and you could clearly see the gap but I gave them the benefit of the doubt brought them home and as soon as I tried them on my son said do you no that the lenzies do not fit the frames and I got the same comment from my friend I have had to go now and organise another pair of sun glasses. I am very unhappy with the attitude and the dont care attitude from this member of staff after paying specsavers £314.00 its as if they are doing me a favour giving me misfit glasses and I have got to go in after my holidays to pick up a pair that will hopefully not be another misfit. I will not be using this company again although I have always used them in the past but this they have been totally unhelpful.

After two eye exam..inations i was prescribed the tottaly wrong prescription.
i have always used specsavers but never again.
the service was very amaturist and basically they could not be bothered.
Thank god i went to Boots where the service was excellent.
i have spoken to many friends who also say they would never use specsavers again due to their very cavalier attitude

A copy of my complaint...If I can find someone to send it to!

I am writing with regards to my disappointment with the service, or rather lack of, of Wolverhampton Specsavers over the last 12 months. I have used Specsavers since a very, very young age and have had glasses from you every year since. I have also had contact lenses for almost 10 years.
The troubles began when I started having headaches and found I could not wear contact lenses as my eyes were light sensitive to the headaches. I always see Steve at the Wolverhampton office, who again, had always been wonderful. He informed me that my prescription was wrong, it had been noted down wrong and my one eye was being over corrected. He expressed how sorry he was and had the prescription corrected at the front desk and made the change to my contact lenses, ready for the next delivery. I was also given a £50 gift voucher (Which unfortunately couldn’t be used as I had already had my new glasses and it was out of date within a month).
The lenses never came.
I contacted the office and they told me that I had cancelled my contact lenses. I insisted I hadn’t and explained what had happened a few weeks before. They corrected the mistake and reordered them.
They still didn’t come.
I phoned the office several times and eventually they offered to have one pair ordered into the office for me. Although this defeated the object of having 3 months delivered to my house, I agreed.
They never came.
I was then told that there had been a flood at the storage unit and the manufacturers were in the process of remaking all the lenses that had been damaged. I would have to wait until this had been sorted.
By this point I had been waiting for my contact lenses for 5 months. I contacted your head office and expressed my annoyance and asked how, in over 600 stores, not one of them stocked a single pair of my lenses. Although he was polite in doing so, the gentleman I spoke to basically told me it wasn’t his fault and I was to wait until they were ready.
So I waited.
They FINALLY came, 6 months late. I had to go into the office to pick them up. The lady on reception kindly told me that they would order me 3 months free. Again, this defeated the object when I had already paid for them! She suggested I phone and cancel my order for 3 months and then phone again to continue it. After yourselves randomly cancelling my order earlier in the year, I declined to do this.
In March/April I made an appointment for an eye test. I explained to the lady that I had been suffering with dry eyes and found wearing contact lenses very uncomfortable. I also explained that my paternal grandmother is undergoing treatment for Macular Degeneration and was slightly concerned as my left eye is constantly dry and I quite often have stabbing pains. She showed me a picture of my right eye and said it was fine. The left eye picture came up and the screen was mainly black with faint lines. I was told this was just the flash of the camera but everything was fine. She then told me to go out and get some drops – writing the name down for me.
On going to purchase the drops, I was informed they were not to be used by contact lense wearers.
So I went to see Steve in the hope he could advise me on how to get more wear from my lenses. He told me I was better off trying a new set of lenses – they are more expensive but it was my only real option. I agreed to a week’s trial.
After the week’s trial my original lenses came through the post, I decided to see which I preferred between the two. I put in my new lenses to find I couldn’t actually see anything through my left eye. I tried reading the channels on the TV and couldn’t, likewise with car licence plates.
The following day I went into Specsavers and explained that I couldn’t see out of the left eye and could they check my prescription. She told me it was right and was I sure I hadn’t put my lenses in the wrong eyes. She asked me if the other lenses were the same, which I couldn’t answer as I had only tried one pair, then made an appointment to see Steve again.
Upon seeing Steve he carried out the full test as always and told me that it wasn’t the prescription, or my eyes so I must have a faulty batch and I was better off having the lenses I trialled. He went out to reception and told them I was changing lenses.
A young girl talked me through changing them and said they would arrange to order me one pair of lenses. I asked why I was only getting one pair when they come 3 months at a time and she told me it was because I had opened 2 pairs. I explained I had to open one pair as I didn’t know they were faulty and the second pair was opened, as suggested, to make sure it was the batch and not my eyes/prescription. She then spoke to her manager who said I could have the 3 pairs but I had to pay the difference as the new lenses were more expensive.
I tried explaining that I had been sent faulty lenses and I didn’t see why I should have to pay for lenses that I had to have because of a mistake. At this point her manager came over and asked if everything was ok, making me feel like I was being a trouble maker! I was nothing but polite and even apologised to the girl if I was making her uncomfortable but I just wanted to know if it was normal practice to make people pay for errors caused by others. I was told the new lenses would be in the shop for Friday 18 May.

However, as if all the above wasn’t bad enough, I had a full check up with regards to my health and I was told that my left eye is extremely dry and only working at 30% what it should be, tears should take 10 seconds to dry and mine are less than 2. This will be sorted with a short course of medicated eye drops. I can’t help but feel that perhaps that is the reason I was having so much discomfort with my regular lenses and if the optometrist had listened to me, instead of telling me just to get drops, (which I cant actually use) I wouldn’t be in the position where I am having to pay extra for lenses, which, by the way, still have not arrived! 4 days after I was assured they would be with me!

I have always used Specsavers and I have always recommended them to friends and family, yet after everything that has happened I am yet to receive so much as a simple “Sorry.”

I have visited two different branches in Surrey and recipient of patronising, arrogant optometrists. How can such professionals exist?

On the Saturday 24th March 2012 I was booked in for a 11.05am eye test appointment. After I completed my eye test the optician recommended I required reading glasses for close up work. A male Specsavers sales assistant came and collected me to choose some glasses, I said to the sales assistant on the way back to the showroom that I only wanted to purchase a £25 pair of glasses. Once back in the showroom he went about showing all the various spectacles at different price ranges, I re-iterated I only wanted the £25 pair, he replied " you don't want to look like a ninnie ". Over the past few days his reply has infuriated me because firstly it has affected my self esteem because I lack confidence in wearing glasses and secondly being on a low income it has taken me a long time to save up for an over priced eye test and for glasses which I can ill afford. I presume as a multi-million pound company you train your staff to verbally abuse or insult it's new and existing customers, I would imagine it could have been a different story if I could afford the top of the range glasses as his commission would have been higher than the £25 pair. If Specsavers don't like their cheap frame range then why bother to sell it. The next time I am due an eye test which will be in two years time I will take my business elsewhere so I can be respected as a customer and be treated professionally and not be insulted by staff if I can only afford the cheapest brand or range of glasses.

I have recieved nothing but disgusting service. I was talked into taking new frames not using my old frames and they have been nothing but cheap knock off styles, very uncomfortable. I have been back four times to have them adjusted and they still dont fit me correctly. The service people dont seem to care one bit. The second visit to pick the glasses up, I was disgusted the girl didnt even tell me to try them on so they could be adjusted, I had to ask. I am a pensioner and cannot afford to go and get new glasses else where, and I have ended up resorting to wearing my old glasses with the old perscription because I just cant wear my new ones comfortabley. Ive never had any issues before with previous glasses purchases...Maybe I SHOULDNT have gone to Specsavers (oposite to what their add says!). If anybody knows a way of contacting head office about this query/complaint I would be more than thankful! Rodney Johnson - email : [protected]@hotmail.com

I have over the past 20 years had lenses & frames from this Company No problem.However a couple of months back I went again to my local branch for a test & new frames.As I am a bi-focal wearer I advised the member of staff that I required lenses of a suitable size for satisfactory near & distance.
Frames were selected On collecting long distance vision blurred & same with bi-focals.Wrote to manager responded that new apt made & as they were not available deputy would deal.Duly arrived told DEPUTY SICK ! Had a re test Sales member mumbled something about thickness of lens .New lenses supplied Again vision blurred.Decided enough was enough Lodged complaint & asked to see Manager/.Advised manager informed .20mins later advised manager may be some time "DID I WANT TO CALL BACK"
I stated "PLEASE ADVISE MANAGER I WILL WAIT & THET IF I DID NOT RECEIVE A REFUND I WOULD AS ADVISED BY LOCAL TRADING STANDARDS OFFICE MAKE A CLAIM FOR A REFUND THROUGH THE LOCAL MAGISTRATES COURT" SURPRISE SURPRISE THE MANAGERESS APPEARED IN 2 MINS.& REFUND PROVIDED.
They have a great big singn in the store "ANY PROBLEMS RESOLVED NO QUIBBLE"WHAT A JOKE.I don't blame the staff the problem at this Orpington br lies with the Management.If a customer has a complaint the Manager should deal with it personally THEY ARE PAID BIG BUCKS THE BUCK STOPS WITH THEM.I plan to write to Guernsey see how they like it

The latest Specsavers commercial shows a couple arriving to board a Ferry but ending up on an aircraft carrier. This commercial demonstrates irresponsibility as the main focus of the 'story' is that our hapless couple got on the wrong boat due to eyesight problems, whilst ignoring the more important concern that someone with such eyesight issues should not be driving a car on the public highway. I would be very surprised if Road Safety campaigners have not submitted complaints about this advert thus far.

After having my eyes tested at specsavers I returned to the shop a few days later to collect & have them fitted.
As soon as I left the shop I realised that the new bifocals were not as good as my old pair. I persevered for two days but returned to the shop & explained my problem. Of course I was told that I needed to get used to them but I assured them that I had really tried in vain. I was given another eye test. Comparing the two prescriptions I noticed that the readings were completely different to each other. When I collected my new pair of spectacles they were in fact worse than the first pair. Two days later I returned to specsavers & had my money refunded. ' I shouldn ' t have gone to specsavers ', I should have read the complaints column first.

I recently went to Specsavers for my glasses and contact lens test and was given false information on their lens mail scheme right from the beginning. I am a contact lens wearer for 14 years now and have purchased my lenses from abroad. What pulled me to Specsavers was the convenience of lens mail and direct debit scheme as advertised by them.

My lens trial went well and on my follow-up appointment I was told the lens type suited me well, to which I agree. I then went to enroll myself to the lens mail and direct debit scheme and was told that for my eye power I can’t be given the direct debit or mailing option.

Nowhere in the store (even in small print) do I see that the lens mail option is available for people with certain eye power only. This is very misleading. I was given the option of ordering batches of lens from the store upfront, but was told I cant opt in for lens mail scheme. The reason given to me by the store staff was that my eye power was high ! Didn’t they know this when they tested my eye and ordered a trial pair ? I was constantly told I can get the lens at my door, direct debits, after care, etc and feel have been completely mis-guided.

After an eye test I was told I needed 2 prescriptions, one for reading and one for distance. Ended up spending a couple of hundred pounds. Was told categorically that the distance glasses would not work for reading. I found that the do! I never needed the reading glasses at all. It was just a scam to get more money out of me. Went back to store and the assistant (A misnomer!) said he didnt find what I was saying believable - as if I would lie about what glasses I can see through! As the reading glasses frames are the nicest I am now paying to have so-called distance lenses put into them. This company also breeches the data protection act by keeping your data on file - incl date of birth - even when you ask them not to. Watch out, don't believe them if they tell you you need 2 x prescriptions. Dishonest, unethical, misleading.

My dad made a appointment for my mum who is very ill last week at ilkeston specsavers the lady behind the counter made it for the 20th of march 2011 at 3.40pm, so when my mum and dad got to ilkeston specsavers my dad went in to inform them that my mum was here as my mum can't sit in the waiting area as she is going through chemo and as been told not to sit in waiting rooms because of infections. But when my dad said she was here they said they don't do appointments at this time of the day and she would not be seen even tho it was someone who worked there that wrote the appointment out.
Im very unhappy about this as my mum as got breast cancer and as got a shadow on her back that is causeing her a lot of pain which could be cancer as well she is under going chemo and then when she does turn up to a appointment that they made for her she gets treated like this she was very upset and was nearly in tears, i would like this looked at and some kind of compensation for my mum.

I received a reminder that my eye test was due. I selected two appointments that would be acceptable, each one was a week apart. I received a telephone call from the company confirming my first choice. When I arrived (five minutes early) I was told that there would be a five minute delay. Twenty minutesafter the 'appointed time, when I enquired about my 'appointment', I was told that there 'were still some people in front of me.' Then I was asked if I would like to come back later. I have osteo arthritis in my knees - it hurts to walk, to sit, it hurts to stand. It has to be born with commitment. I am only 53, and find it embarrasing to declare a ' disability', . Unnecessary pain caused by these people and their company is driven by their impersonal and unprofessional application of their business ethos. In an ICT survey, they asked if I would compare them to Waitrose, to Marks and Spencer. I think it would not be too harsh to compare them to the local Poundshopdiscount mart.

I wear contacts which I have been buying on the lensemail scheme for over 5 years, these contacts are the daily type and when I started to wear them had trouble with them being very thin, I tended to split them and ended up in A&E several times
to get half a lense removed from my eye, rather than stop wearing them my opticians in specsavers London tried several types with me to ensure I was happy with them and I have had problems since.

This year I moved to the Isle of Wight and last week I went for a sight test and contact lense test.

My records were sent from London and they were aware of the lenses I use, they insisted that I contacted lensmail to ensure that they were down as my new opticians- although I had already contacted lensmail with my address I agreed to do so.

Afterwards when I returned home I had a phone call from Ryde saying not to bother contacting Lensmail, as my contact lenses were discontinued and they were changing the ones I use, I was very angry about this as I as TOLD they were doing this and not ASKED if it was Ok for them to change my lenses, I was asked why I was angy as 'no one else had complained' I insisted that I had an appointment so I could compare the ones I have to the ones they were going to replace them with, I actually feel this should have been offered to me as a matter of course.

I then contacted lensmail, who would not tell me if my lenses were discontinued but offered to ring the shop, even though I had told them 3 times it was Ryde I was dealing with they actually phoned my old London branch, however the London branch had told them I could still have my old lenses, they then offered to ring Ryde and ring me back.

Whilst I was waiting for this call I rang Ryde again and told them that as far as lensmail were concerned I could have my lenses and that they would be ringing them.

I found out the makers name of my lenses and contacted them and was told they were NOT discontinued by them and also range 3 online lens suppliers who stated they could supply me with the ones I wanted.

The next day I went into the Ryde shop to get my lens prescription but was told there was 'no optician on site' so I would have to wait a week, as far as I am aware they have had no contact with lensmail.

I also went to another highstreet opticians armed with one of my lenses, who checked their version of it and confirmed they could supply me.

I have now cancelled my DD with lensmail and cancelled my contract with them.

Knowing that specsavers are franchises, I suspect that Ryde were going to fob me of with cheaper lenses ( and therefore thinner) and I also suspect that they believe they have a captured market on the island as I believe there are only 2 specsavers here and therefore felt that I should put up or shut up.

After 8 years as a customer with Specsavers and 5 years on the lens scheme I have now left them

Today I entered the local Specsavers branch in Guildford, Surrey, fully intending to order a new pair of spectacles. My wife and I were the only potential customers in the shop. There were no fewer than five members of staff present. Four of them were having a lively discussion of their previous evening's entertainment. Despite obviously looking at the glasses on offer and trying to catch their attention, we were completely ignorged by the staff. I lost patience at this point and decided to try a branch of a competitor a short distance away. Consequently, Vision Express got £600 of business and my future custom, which could have gone to Specsavers. Well Done!

Specsavers Aberystwyth Store, Mid Wales

I would like to make an Official Complaint regarding the Store Manager of Specsavers in Aberystwyth, Ruth Devonport. I had an appointment booked this morning at 9:10am on 21/07/10 at Specsavers, Aberystwyth for a Sight Test/ Eye Examination and a Specsaver Adviser had booked another slot for me for 16:15pm for a Contact Lens Check on 22/07/10. I have not had a sight test since January 2008 according to Carmarthen Specsavers, and it being Mid July 2010 it is vitally important that I have a sight test as I may catch an infection regarding it being over 2 years. I suffer tremendous discomfort and the adviser, Sue was incredibly helpful and friendly. She addressed her concern that it was urgent for me to have a sight text. I had arrived today 5 minutes late and the Store Manager Ruth Devonport from the Mid Wales Specsavers informed me that I would not be seen today at all. Ruth Devonport of Aberystwyth Specsavers stated I was a 'whinger' and for 'over-reacting'. I have moved from Carmarthen to Aberystwyth. I went in to Specsavers Aberystwyth to change my address for my contact lenses to be delivered to my new address. However, I was informed that my account was still active in Carmarthen and that for them to be delivered to my new address that I would have to transfer. It was important to stop the account in Carmarthen and continue in Aberystwyth. Sue the Specsaver Adviser sorted it all in store at my previous visit before 21/07/10 and informed me that I was owed a refund as I had been paying for Contact Lenses which I had not received. The contact lenses were re-directed from my old address back to Carmarthen Specsavers as I had moved address. Ruth Devonport shouted at me for my time-keeping today, but I haven't been late before. I am still wearing the same contact lenses from September 2009 and it is a risk. The last Contact Lenses I received was Sept 2009, and they need to be changed every Month. The Store Manager refused to listen to my concern. I had been in previously with broken glasses which had been stood on by a friend. I asked if it would be possible to be fixed without a charge, and I was informed I would have to pay. I would receive some discount as I am a Student. I explained it was not my fault but my concern was dismissed. She said it was not her problem and that it was best for me to take my services elsewhere. I was shocked and left Specsavers Aberystwyth in tears. The Store Manager cancelled my booking slot, and informed me not to return as there would be no welcome for me. Ruth Devonport has shattered my confidence and branded me 'useless' for not realizing what was going on, and that I had created work for the team at Specsavers Aberystwyth. I had not done anything wrong and the mistreatment I received was unjust, and unacceptable. I did not wish to stop visting Specsavers Aberystwyth but the Manager informed me it was her decision who would be allowed custom and I didnt have a choice in the matter. I would like to inform the Area Manager and Head Office of my terrible experience. Ruth Devonport stated that I should be charged for turing up late this moring. I am also entitled to a refund which Ruth Devonport has stated was my own fault. I was informed it was my own responsibility and that I should have closed the account in Carmarthen. I am very upset by all of this that Ruth Devonport has removed me from the system, and banned me form the Aberystwyth Store. I am still appalled at the way I was handled and I would rather visit another Specsaver. I live in Aberystwyth now and this would cause inconvenience but I dont care as I was not shown respect and sympathy for my situation by the Store Manager, Ruth Devonport.

The lens had drop out my spectacles that I had bought at Specsavers Green Street Neath. What had happened the screw had come away from the lens holder consequently the lens fell out and was step on, this was a manufacturing fault. I took the frames back to specsavers Neath in hope of having the replacement lens but was told cheekily by the member of the staff that I had been negligent, the fault was my and it would cost me £42 pounds to replace the lens. I was not prepared to pay this amount for one lens. The wife and I have resigned to shop at boots for our future spectacles annually as we both suffer diabetics. How many others have suffered the same treatment by the same staff member at Specsavers? Members of my large family also informed me that they would not ever go specsavers again due to the attitude taken against myself.
The lost to Specsavers is approximately £250 per annum for myself and my wife, for lens that would only cost them a few pounds at the most.