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  • FIRST POST
    sublime2
    Specsavers - do they have a complaint department and head office?
    • #1
    • 25th Jan 11, 2:33 PM
    Specsavers - do they have a complaint department and head office? 25th Jan 11 at 2:33 PM
    Hi all,

    I need to complain to Specsavers about Specsavers. It appears that all their branches are franchised and their website says that I need to address my complaint to the person(s) I wish to complain about (doubt this will have the desired effect!).

    I cannot find any complaints department or head office contact details for Specsavers - can anyone else find these?

    Thanks.
Page 1
  • MrRedundant
    • #2
    • 25th Jan 11, 2:39 PM
    • #2
    • 25th Jan 11, 2:39 PM
    What is your complaint?
    • wealdroam
    • By wealdroam 25th Jan 11, 4:21 PM
    • 17,422 Posts
    • 14,000 Thanks
    wealdroam
    • #3
    • 25th Jan 11, 4:21 PM
    • #3
    • 25th Jan 11, 4:21 PM
    From their website...
    Registered Office
    Specsavers Optical Group Limited
    La Villiaze,
    St Andrews,
    Guernsey
    GY6 8YP
    Registered in Guernsey
    Registration No 12249
  • sublime2
    • #4
    • 25th Jan 11, 4:47 PM
    sublime2
    • #4
    • 25th Jan 11, 4:47 PM
    I booked and paid for a contact lens consultation, as I wished to purchase better quality lenses. I was given a trial pair of lenses. When I put these on, immediately my vision was seriously blurred. Nonetheless, (pre-empting the optometrist’s comment that I’d not given the lenses a chance) the next day I wore these lenses again and my vision was still blurred. One week later, when I saw the optometrist again, I told her that I suspected the lenses must have been wrongly packaged. She told me that I was just not compatible with the lenses and told me I had to revert to use of my old type of lenses.

    When I returned to the store to order more supplies of my old type of lenses, another member of staff asked what had happened with my trial lenses. I explained and she told me that the optometrist I had seen was wrong to tell me to revert to my old type of lenses and should have explored other lens options, since there are a range of lenses they can offer. For this reason, I was offered a follow-up appointment and was informed that this would be at no extra cost.

    I was seen by someone else at the follow-up. I requested that I try the same type of trial lenses again since I suspect the first pair was faulty/ incorrectly packaged. The woman was reluctant to offer the same type (she insisted these lenses were incompatible) but I insisted I have these. She agreed. I was right – the lenses were comfortable!

    However, the staff failed to offer me a follow-up appointment (I sensed because I disagreed with their diagnosis). I decided I had had enough of this poor service and tried to buy lenses from elsewhere but they wanted a contact lens prescription. Specsavers refuse to give me this prescription as I’ve not completed a full contact lens consultation. They want me to buy a pair of lenses to trial before they are willing to give me a prescription. However, I do not see it fair that I be penalised for the first trial pair being faulty and for the staff’s failure to book me in for a follow-up. I would like to get a refund as I did not get the service I paid for.
    • mr_fishbulb
    • By mr_fishbulb 25th Jan 11, 4:47 PM
    • 5,052 Posts
    • 2,809 Thanks
    mr_fishbulb
    • #5
    • 25th Jan 11, 4:47 PM
    • #5
    • 25th Jan 11, 4:47 PM
    Shouldn't that be:

    Registered Office
    Specsavers Optical Group Limited
    La Villiaze,
    St Andrews,
    Guernsey
    GY6 8YP
    I wish I could invest in taxes - they're the only thing guaranteed to go up.
  • wangtastic
    • #6
    • 25th Jan 11, 4:51 PM
    • #6
    • 25th Jan 11, 4:51 PM
    ...Should've gone to specsav...oh no wait. :|
  • Specsavers company representative
    • #7
    • 27th Jan 11, 4:29 PM
    • #7
    • 27th Jan 11, 4:29 PM
    Hi Sublime2, my name is Rachel and I work at Specsavers. We’re sorry that you’re unhappy with the service. I'm going to send you a private message and will look into this for you.
    • wealdroam
    • By wealdroam 27th Jan 11, 4:39 PM
    • 17,422 Posts
    • 14,000 Thanks
    wealdroam
    • #8
    • 27th Jan 11, 4:39 PM
    • #8
    • 27th Jan 11, 4:39 PM
    Hi Sublime2, my name is Rachel and I work at Specsavers. We’re sorry that you’re unhappy with the service. I'm going to send you a private message and will look into this for you.
    Originally posted by Rachel at Specsavers
    Rachel, welcome.

    As a company representative, you might like to read this thread.
  • Apples2
    • #9
    • 27th Jan 11, 5:39 PM
    • #9
    • 27th Jan 11, 5:39 PM
    I booked and paid for a contact lens
    Originally posted by sublime2
    There is some irony that for some reason you made that reply in such a small font that I need not only my glasses, but also move closer to the screen to read it.
  • sublime2
    sublime2
    'Rachel', I am not stupid so will not be disclosing the details you have asked for. If you were a genuine representative, you would be giving me contacts details for the company, as opposed to trying to extract personal details from me.

    For the interest and benefit of others who have responded to this post, I include below the message 'Rachel' sent me:
    Hello sublime2,

    I'm Rachel from Specsavers and I've joined the MSE forum to try and help out our customers and assist with any problems they've experienced recently.

    I'm going to need to take a few details from you so I can contact your local store.

    I need to following information:
    Your name
    The location of the store you visited
    Your date of birth and finally your postcode

    Kind Regards,

    Rachel
    by Rachel at Specsavers
  • sublime2
    sublime2
    Apples2 - I forgot to apologise for the tiny text size - sorry!
    I cut and paste from Word.
  • Specsavers company representative
    Hi all,

    Sorry for any confusion. Thank you wealdroam for pointing us in the right direction. We have contacted MSE and as you can see I have been confirmed as an official Specsavers representative. We created this profile to respond to as many queries as possible and offer a better service.

    sublime2 it is understandable for you to be suspicious, but hopefully we have now allayed any fears you had. We need these details from you so we can pass on your message to our retail team who will get in contact with your local store.

    Thanks

    Rachel
    Official Company Representative
    I am the official company representative of Specsavers. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • sublime2
    sublime2
    Dear Rachael,

    I would much prefer to have the contact details of the relevant person at Specsavers, to whom I may address my concerns.

    Thank you.
  • sirmarcus
    OP...Suggest you escalate and complain to Doug Perkins, Specsavers Chief Executive, via sending him an email to dougp@uk.specsavers.com.

    Good luck and hope this helps.
  • gordikin
    OP...Suggest you escalate and complain to Doug Perkins, Specsavers Chief Executive, via sending him an email to dougp@uk.specsavers.com.

    Good luck and hope this helps.
    Originally posted by sirmarcus

    ....are you sure, or are you giving a wrong email address yet again?
  • Specsavers company representative
    sublime2 you need to fill out this form https://www.specsavers.co.uk/help/contact-us/ and one of our representatives will give you a call.

    Thanks

    Rachel
    Official Company Representative
    I am the official company representative of Specsavers. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • TheMiner
    • By TheMiner 1st Feb 11, 2:10 PM
    • 611 Posts
    • 161 Thanks
    TheMiner
    Hi sublime2

    Just wondering which store? Speccy's can be very hit-and-miss I think. I might be able to pick out a better store (Mrs Miner works there )
    £5k+ since Jul 2008.
  • kelloggs36
    IRO your blurred vision with your trial lenses - I had a pair last month of which one was so dirty it could not be cleaned - I cleaned it but immediately it was blurred again. Looking at it, it was opaque at the bottom where it bends (if that makes sense). The other was okay, so I am guessing it was a faulty lens. Maybe you had a faulty one>
    • Tom_Jones
    • By Tom_Jones 1st Feb 11, 5:38 PM
    • 1,453 Posts
    • 2,259 Thanks
    Tom_Jones
    I booked and paid for a contact lens consultation, as I wished to purchase better quality lenses. I was given a trial pair of lenses. When I put these on, immediately my vision was seriously blurred. Nonetheless, (pre-empting the optometrist’s comment that I’d not given the lenses a chance) the next day I wore these lenses again and my vision was still blurred. One week later, when I saw the optometrist again, I told her that I suspected the lenses must have been wrongly packaged. She told me that I was just not compatible with the lenses and told me I had to revert to use of my old type of lenses.

    When I returned to the store to order more supplies of my old type of lenses, another member of staff asked what had happened with my trial lenses. I explained and she told me that the optometrist I had seen was wrong to tell me to revert to my old type of lenses and should have explored other lens options, since there are a range of lenses they can offer. For this reason, I was offered a follow-up appointment and was informed that this would be at no extra cost.

    I was seen by someone else at the follow-up. I requested that I try the same type of trial lenses again since I suspect the first pair was faulty/ incorrectly packaged. The woman was reluctant to offer the same type (she insisted these lenses were incompatible) but I insisted I have these. She agreed. I was right – the lenses were comfortable!

    However, the staff failed to offer me a follow-up appointment (I sensed because I disagreed with their diagnosis). I decided I had had enough of this poor service and tried to buy lenses from elsewhere but they wanted a contact lens prescription. Specsavers refuse to give me this prescription as I’ve not completed a full contact lens consultation. They want me to buy a pair of lenses to trial before they are willing to give me a prescription. However, I do not see it fair that I be penalised for the first trial pair being faulty and for the staff’s failure to book me in for a follow-up. I would like to get a refund as I did not get the service I paid for.
    Originally posted by sublime2
    You need to go to specsavers to be able to read this a bit small

    Specsavers like Kwik fit are one of about five companies I'd love to see go bankrupt, awful firm.
    Last edited by Tom_Jones; 01-02-2011 at 5:43 PM.
  • jodiie
    Contact details
    Their head office telephone number is 08452020241

    This is were customer service dept can be contacted.

    Good luck all you will need it with these bunch of unhelpfully idiots.
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