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Specsavers Optical Group
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2.0 84 Complaints
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Specsavers Optical Group Complaints 84

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W
11:14 am EDT

Specsavers Optical Group Eye test offer sent £ 10 but charge e £ 25

25 September 2023 14:50

Walton on Thames branch charge £25 for eye test where text you send me quoted £ 10. too embarrass to argue in Store and on Phone Store refuse to help. total fraud in my opinion and very un friendly manager and phone call handler.

Once consultant said ooh it was Cobhom- Surrey branch offer,

I called Cobhom they said no we have no details of you,

Desired outcome: Refund with apologies, and if head office rolling our promotion local delears should be aware. I can afford the loss but imagine single mum and dad on low pay

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9:36 am EDT
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Specsavers Optical Group My new glasses

I took delivery of my new glasses today. Two pairs. One pair for reading. One pair for distance. Both in identical frames. Not what I ordered expected. Not what I paid for. Your representative said she was making enquiries about the issue and would phone me back. I’ve been waiting for this to happen. Not a chance. Obviously. SPECSAVERS is a joke.

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9:34 pm EDT
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Specsavers Optical Group My glasses left ear that started to rust.

The left ear of my glasses are busy rusting. I went to one of your stores yesterday 18.05.23. Actually where I have tested my eyes and got my glasses from. Mosselbay Mall Specsavers. I show the staffmember that the left ear of my glasses is busy rusting. He told me it's because of the acid in my body. It was the weirdest thing I've heard. So he just took my name, surname and phone number he will contact me and see what they can do for me. I only got this new glasses a few months. Its not even a year old. Since I've been a loyal customer over the years I expect better treatment. I'm very unhappy. Now the right ear is perfectly fine but the left ear is rusty. Very unhappy about it.

Desired outcome: I want new ears for my glasses that won't rust.

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Is Specsavers Optical Group Legit?

Specsavers Optical Group earns a trustworthiness rating of 94%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Specsavers Optical Group to be a trustworthy company. Although there's a 26% resolution rate for customer complaints, which deserves attention, Specsavers Optical Group is known for their high standards and safety. If you're thinking about dealing with Specsavers Optical Group, it's wise to check how they handle complaints.

We found clear and detailed contact information for Specsavers Optical Group. The company provides a physical address, 11 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Specsavers.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for Specsavers Optical Group have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Specsavers Optical Group and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Specsavers Optical Group's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 26% of 0 complaints were resolved.
ComplaintsBoard
J
2:03 pm EST

Specsavers Optical Group Eltham specsavers optical dept

I am trying to obtain a copy of my last prescription for spectacles from Eltham branch. Having completed the appropriate form and received no response, I then set up a chat online. Lee, your operative was helpful, but could not resolve the problem. He said he would contact Eltham who would respond in 2 hours.

There was no response, so the following day (8th Feb I think) I phoned the store several times, each time getting a message that they were too busy to answer, but my call had been logged and someone would be in contact. No one got in contact. I tried again today 9th Feb and got the same message.

I set up another online chat, this time talking to Jack. Again, he was very helpful and tried to send me a copy of the prescription. It didn't work, either by chat or email. He then said he would phone Eltham directly, but I understand that he got the same recorded message.

Further emails followed from Customer Services, including one which (a) gave me a password and (b) attached a copy of my prescription. However, this document only contained my personal details. All the prescription values were blank.

I have been a loyal customer of specsavers for over 20 years. I am very disappointed with this poor level of service. It should have been a very simple matter to be dealt with quickly and efficiently.

I need this prescription because, following a cataract operation, l now need new glasses urgently. I would simply go into the branch and wait, but have been diagnosed with Covid, so am unable to get out.

Please resolve this issue asap. I would also say that a gesture of goodwill would not go amiss. I have spent a lot of time trying to sort this out, whilst feeling very unwell.

Desired outcome: Copy of my last prescription and a gesture of goodwill.

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7:22 am EST
Verified customer The reviewer confirmed their account using Google. Learn more

Specsavers Optical Group Refund from specsavers Hillside Mall Bluff

Had an eye test for my drivers licence renewal on 29.12.22. Paid by EFT the same day. They phoned me on 30.12 22 saying EFT had not gone through so could I either pay by card or cash. On 30.12.22 I paid by card and was told it also did not go through so could I pay cash. I paid by cash. They said I would get a refund if the EFT and card payment eventually go through. Later that day both payments went through. I have now paid 3 times for the same eye test.

I have been trying since 30.12 22 to get a refund and as at today 06.02.23 I have still not received a refund despite enquiring many times. Each time they said they had requested a refund when in fact they had done no such thing. Gave the finance lady a copy of bank statement on 30.01.23 proving payment. She would not accept that and said I had either to go to the bank to sort it out or phone Customer Care. She was not prepared to make any enquiries herself. I have never come across such a dont care attitude as I received from her. From 30.12 22 till today 06.02.23 I am still no closer to getting a refund

Will never deal with Specsavers again.

Desired outcome: I want my refund and action taken against Hillside Mall for such bad service

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A
11:35 am EST

Specsavers Optical Group Specsavers vdu vouchers

Specsavers VDU Vouchers are complete scam, they sell companies voucher to grab customer.

As per government's rule, employers must arrange an eye test for display screen equipment (DSE) users if they ask for one, and provide glasses if an employee needs them only for DSE use.

Specsavers is wooing companies to earn £17 from companies and whatever customer spends is in their pocket.

I work as a software engineer and I have to work for 8hrs a day on computer, but as per VDU voucher policy I am not eligible for use VDU voucher as I have distant vision prescription and not a near vision prescription.

I doubt ability of optometrist at Specsavers, who thinks that distant vision issue is not due to computers and doesn't come under VDU criteria.

By definition VDU(Visual Display Unit- In terms of Specsavers) OR DSE(display screen equipment- in terms of Government ) is a digital screen user are suppose to get the glasses.

Another reason they mentioned is, you are going to use these glasses not only for screen, but also going to use them for general use, ITS NOT VDU ONLY.

They are contradicting themselves, as optometrist suggested to use glasses all the time and get eyes checked as my job may affect my vision. But because Specsavers are not extra getting money/profit if I use voucher, Specsavers are simply playing with people's health!

Do not sell vouchers if you do not want to serve them!

Desired outcome: VDU vouchers should be applicable for any screen user and user should decide if its VDU job or not, NOT optometrist.

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J
9:20 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Specsavers Optical Group Corporate plus vdu voucher scheme.

I recently used specsavers through the corporate plus eyetest scheme. Which includes £45.00 towards the cost of glasses.

The eyetest was fine, optician great and stated that I should use glasses for VDU/Screen use only and that I don't need glasses for another situations and that it was only a slight change from a previous eyetest in 2012.

I was prepared to purchase glasses when the sales supervisors stated (without any paperwork) that I wasn't eligible for the discount and could only recieve the £20 premium club discount. I carried on looking at the glasses and approached a sales assistant who confirmed I could receive the £45.00 discount. the sales supervisor then came over and stated I am not eligible for the discount under any circumstances, I was very angry at this point and decided to leave.

I would like to know how without any paperwork of the test the supervisor could draw this conclusion and how despite been told by the qualified optician that I should only use glasses for VDU usage a sale supervisor overruled this?. The supervisor didn't even give me my prescription.

I've previously had very good service from specsavers however this experience has left me

The whole VDU scheme seems like it is just to get people through the door and make a sales pitch.

I will also be raising the this with my employer.

Desired outcome: I want the entitlement for the voucher + premium club discount I was able to recieve based on the opticians recommendation.

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7:34 am EDT
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Specsavers Optical Group Pair of tested spectacles

I have made a pair of spectacles at the ridge mall specsavers.

During the july 2021 looting unrest my glasses was lost by specsavers

There is no more a specsavers branch there.

My medical aid has paid for it.

Now i am without glasses.

Please refer me to another branch and replace my glasses which you have lost.

This is very urgent.

Regards

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S
12:49 pm EST

Specsavers Optical Group Refusal to carry out a second eye test as requested by hospital asthenia findings conflictd with Bridport Specsavers poor vision

Eye Test September 2021.

Dec 2021 Hospital examined my eyes during to referral found New glass prescription was incorrect to strong. missed Gllycoma variofacal incorrect missed dry eye .

Went another optician different readings better quality lens but expensive .

Went back to specsavers Bridport with Consultant letter refused to accept it or carry out a New test.

Failed to contact as promised

Desired outcome: New Eye test New prescription lens

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C
10:20 am EDT

Specsavers Optical Group Overcharging

I have today been charged £349 for a buy one get one free £129 pair of glasses.

I had a number of tests and paid £10 for scan but even so I looked at my bill when I got home and noticed that even with the polorization, the bill should only have been £188.

The optometrist service was excellent but the sales person deliberately overcharged me and this is not acceptable.

Desired outcome: Refund of overcharge

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L
3:43 pm EDT

Specsavers Optical Group Hand me over to lawyers while I have a credit

I was visit the optometrist for a eye test that revealed i need glasses . I paid the test and a deposit on the glasses. I was told that the glasses could not be order unless paid in full. After few months i received a summons from the attorneys that stated i owe the optometrist money . I phone the optometrist and questioned my account . She statted that i do have a credit and the glasses was not ordered and that they handed my account over to the attorneys ! She acknowledge that it was an allegal handover, she will correct it and send me a cancellation letter from the attorneys and till today i have receive nothing after a few phone calls !

Desired outcome: Still waiting for cancellation letter as promised

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12:19 pm EDT

Specsavers Optical Group Wrong script

Specsavers Swan Center Birmingham.
Had an eye test, ok, had my glasses 4 days later. The right eye was blurred, explained this to the guy at the counter. He told me to wear them for 3 or more weeks, to see if they were any better. After 4 weeks had to make an appointment this was in a weeks time.
After six days had a phone call from them, the guy said, the optician wants to talk to you, is this ok? put him/her on. The optician said can you come in within the hour and I will see you then. Got to the store, booked in, sat at a desk and some guy came over and started to explain the optician can't see you she's in a meeting for the rest of the day. So I said where do we go from here? He asked why I was here I explained I was complaining about right eye blurred vision in the right lens. He looked at 4 years worth of previous glasses they asked me to bring. He said I will just alter the axis and you can try them on.
The glasses looked better than they were, so I said I will try them and see how they go. He told me to bring them back if I have any more probs'
Anyway they are no good for driving, as soon as I got the on and driving on the road absolutely rubbish, I have to squint almost eyes closed to see out of them.
What I'm saying here is there any point in booking another appointment if they are going to cancel my appointment and fob me of again, with an assistant. My glasses cost me £260.00. Where do I go from here?

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M
12:50 pm EDT

Specsavers Optical Group Time wasters

Called today to tell me my glasses would not be ready tomorrow morning due to a quality control issue. How much time do they think I have on my hands? A quality control issue? Seriously? Get a new supplier... simples. I refused to wait any longer than I have already (over a week) as this is not the first time I have had issues with this place. Wrong appointment times, wrong prescriptions, you name it and this mob have failed at every instance. Here's a suggestion. Don't mess customers about and you might just retain them. As things stand, I will never go near another specsavers.

Desired outcome: Make people aware of the shoddy service

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4:51 am EST
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Specsavers Optical Group Poor customer service - waiting 9 weeks for glasses to be resoled

Good morning,

I would like to put on record that I am very dissatisfied with the recent service received from your branch. I have been a customer since 2016, as well as my children, yet this is the first time that I've experienced these kind of delays, and please spare me the "it is because of covid" nonsence.

17 Dec 2020 Eye test completed
4 Jan 2021 Contacted Florida store to remind you to place my order
12 Jan 2021 Received claim acknowledgement from medical aid (see attached)
19 Jan 2021 See below email - follow up on delivery
22 Jan 2021 Collected glasses (3 WEEKS AFTER ORDER PLACED)
8 Feb 2021 Returned to advise unhappy, view blurry
15 Feb 2021 Returned to advise still unhappy, view blurry, saw optometrist, handed in glasses for replacement lenses
19 Feb 2021 Florida store contacted me to advise of delay, expected delivery date 23 Feb
24 Feb 2021 Contacted Florida store to enquire, was told expected delivery date 8 Mar, advised this was unacceptable as previous date confirmed was 23rd
1 Mar 2021 Contacted Florida store to enquire, was told they would follow up
2 Mar 2021 Contacted Florida store to enquire, was told lenses ordered from overseas, broke during shipment, awaiting new lenses Wednesday
4 Mar 2021 Contacted Florida store to enquire, was told ETA was Friday (3 WEEKS AFTER 2nd ORDER PLACED)

Today has been 9 WEEKS since I ordered my glasses and yet I am still waiting to have this matter resolved!

I am respectfully requesting an immediate full refund to my medical aid in order for me to go somewhere else.

Awaiting your speedy reply.

Client name: Bianca Roos
Medical aid: Nedgroup [protected]

Thank you and regards,

BIANCA ROOS

Desired outcome: Refund in order to go somewhere else

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6:40 am EST
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Specsavers Optical Group Broken frame over ear

Please. Why must I pay over a r1000 to have my broken frame fixed (over the ear). Thats what specsavers westgate roodepoort.. Told me. I have [censored]
I thanksyou so much
Mrs me nel
[protected]
[protected]

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3:13 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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8:18 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Good day . I went to take my frame to specsavers possibly on 6.2.2020 (got an sms from discovery). I received an sms that my specs were ready on 14.2.2020 . A few minutes after collection on 17.2.2020 I decided to wear my specs. I realised the script didn't seem right. I took it back the next day, only to be told someone else's script was fitted to my...

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2:20 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I went into Specsavers in Dec 2019 to change my scratched prescription glasses, and was given a full eyes test. I was told that I had bad cataracts and so would need an operation to fit lenses in my pupils. The woman that did my test said there were two doctors in knysna she recommended, and we chose one. She said he was on leave then, but to leave it in...

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6:10 am EST
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Specsavers Optical Group retest eyes

* Date of eye test: 20 November 2019
* Cash customer (pensioner)

Good day, I took my mom to the Wonderpark Specsavers to have her eyes tested for glasses, she had a stroke six months ago after the stroke she could not see properly so I decided to take her for an eye test, the staff was great really cant complain about them, my problem is, The doctor on duty was Mulugadi she tested my mom's eyes and said that she have Cataracts on both eyes and that they cant give her any glasses before the cataracts are removed, she gave me a letter to give to Ermelo State Hospital where I took my mom the following day, they told me they don't have any openings until 2020 they will call us when there is an opening, they indeed called me january 2020 so I took my mom to the hospital on Sunday the 18 of January to get the cataracts removed, The monday the hospital called me and said the operation has been cancelled, They explained to me that the right eye is completely dead and that the left eye's cataract is not mature enough to be removed!

So my question is how is it that the doctor did not see that the right eye is dead? and the left eye's cataract not mature enough?( If the cataract is not mature then she can get glasses for the one eye that is left?)

We paid R500 for nothing and that is not even my petrol to travel to Ermelo and back three times, (About 100 km there and 100 back) My mom get state pension witch is R1700 per month, I am unemployed trying to make ants meat from a small printing business,
my mom stays with me,

We don't have the finances to do another eye test let alone glasses for the left eye!

Please can you just retest her left eye and give us glasses for that eye, We don't want the money back just a retest and glasses,

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6:44 am EST

Specsavers Optical Group eye test

I have been given wrong prescription and I can see better without glasses. I visited the shop and not satisfied with their service at all. They just tried selling me stuff I don't want. Staff were ok but doesn't seem very helpful. I had to wait an hour and then I asked receptionist that it's over 1 hour of my appointment time and then she said no one has booked me on the system. Then I have been given the wrong prescription. Not happy with their services at all.

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Overview of Specsavers Optical Group complaint handling

Specsavers Optical Group reviews first appeared on Complaints Board on Apr 29, 2009. The latest review Eye test offer sent £ 10 but charge e £ 25 was posted on Sep 25, 2023. The latest complaint terrible service was resolved on Nov 18, 2014. Specsavers Optical Group has an average consumer rating of 2 stars from 84 reviews. Specsavers Optical Group has resolved 22 complaints.
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  1. Specsavers Optical Group Contacts

  2. Specsavers Optical Group phone numbers
    +44 345 2020 241
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    100%
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    Cornwall, UK
    +45 96 325 000
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    South Africa
    +46 844 680 245
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    Sweden
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  3. Specsavers Optical Group emails
  4. Specsavers Optical Group address
    La Villiaze, St. Andrews, Guernsey, England, Hampshire, GY68YP, United Kingdom
  5. Specsavers Optical Group social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jul 05, 2024
Specsavers Optical Group Category
Specsavers Optical Group is ranked 8 among 81 companies in the Glasses and Lenses category

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