Specsavers..annoyed me once too often!!

Froglet

Has anyone else had problems with poor customer service from this company??

i should like to point out that their eye tests are very good and thorough and the quality of their glasses ,and prices ,are good.

HOWEVER!!

For the third time in a year their front staff have upset and annoyed me and i really do not feel like going back.

They are convenient in that they have set up inside my local Morrisons,so no trips into town and parking charges.Last year i had my eyes tested,chose my glasses,and paid for them in full,though i had the choice of just a deposit.The very next day a voucher arrived through the door for a free eye test so when i returned a week later I asked if i could still be given credit for the cost of the eye test as it was so recent and was just collecting the glasses then.The reply was that they couldn't refund the cost as it had gone through the system but if i had only paid a deposit,then they would have done.So i was penalised for paying up front!! Annoying but i had to accept it.

About 7 months ago i went in to make an appointment for hubby.I asked for an appointment "3 weeks today,please" and was then given a date 2 weeks later.I said no,that is two weeks not three and she argued that i had got it wrong and i should have said the actual date.She was so unpleasant and condescending,trying to make me feel stupid that as soon as i got home i cancelled the appointment and was determined not to go back.

However 6 months on i relented as hubby really did need his eyes testing and as he was having a week off work,and his last glasses came from there and he has been very happy with them,i went in again,avoiding the b***h behind the counter from last time.I booked the appointment,and she took all the details from their computer records.I wrote it down in my diary as i do all appointments rather than have cards that can get lost.Two weeks later i went in again and double checked,not sure why but just to be absolutely sure,i suppose.

This morning the date arrived and i left hubby to go in while i went shopping in the store.Imagine then my fury when he came to find me to tell me they had no record of his appointment:mad: :mad: i was all for storming back in there but he stopped me,being a calmer soul than me.Luckily they had another one 45 minutes later so he agreed to wait and so we filled in the time by going round the store a bit slower.Otherwise he would not have made another and we would have gone elsewhere.

Pathetic.I have picked up a customer satisfaction card and they are getting it with both barrels when i next go back in.Hubby did tell the optician what had happened but i daresay nothing will happen.

What would you do?

Astaroth

It would appear you are getting good quality eye tests and glasses for a cheap price... guess we can see where they are doing their cost cutting.

Guess it comes down to the typical choice of either going for service and paying a premium for it or know that you only have to put up with the poor service every few months but for the rest of the time you have good products that you know you paid a good price for.

Noz

I only had my first experience of them about a fortnight ago or so I can't recommend them highly enough. Extremely professional, welcoming & polite.

Just shows how service can vary from store to store

JezCooke

Specsavers is a franchise so not surprising that the service varies between the stores, I've had contact lenses through Brighton, Nottingham and now Bedford branches, and they do all vary in the way they do things, and price a little too, (Brighton was the best for service IMHO), but they've all basically been fine. Pain when you move though, have to cancel and re-setup the direct debits etc!

mspig

I had my eyes tested a first with them two years ago and i was long sighted and given glasses. Then a year ago i started getting headaches everytime i wore my glasses and went back for a retest at which the optician said that my eyes were perfect and no need for glasses.

Then about two months ago i started having flashes infront of my eyes everytime i read, so back i went again and the optician said i was short sighted and i needed glasses, so i chose frames and paid. When i got my glasses i tried them on but it was blurred, the lad serving me said thats normal until you adjust to the glasses. I asked him if they were just for reading as the optician had no mentioned it, the lad said "turn around and can you see the shop sign accross the street" (i would of had to be blind to miss it). I said yes he then gave me a piece of paper "can you read this" yes i said "well theres your answer" and the answer was ?????

However everytime i wore my glasses they were so blurred and i couldn't see, so after a month i went back and asked for a retest as i thought the prescription was wrong, they said i could only have the same optician but my argument was if he did the first hes not going to admit he got it wrong. Surely enough he stuck by his examination results. I was not happy so off i went to another opticians who examined my eyes and said that they were perfect no need for glasses. I took the prescription form from the indendent opticians to Specsavers who said that there was nothing they could do and would not refund my glasses as their opticians had said differently and how did i know the other was right.

I thought well i paid nearly £200 for my glasses so i'll go to a different opticians again to get them to check my eyes and they agreed that there was nothing wrong with them.

Specsavers however are refusing another examination and my money back on glasses i didn't need.

I certainly won't be going their again.

Anniek1969

I went to them a few years back and was told I needed glasses which I paid £65 for. 2 years later I went to my local optician only to be told that I didn't need glasses as the defect in my eyes was so minimal there really was no need.

Xenomorhic

I didn't know they were a franchise, but I can say that when my eye ulcerated a few months back, because THEY changed my type of lens and I couldn't cope with them, the branch nearest to my workplace refused to see me, much to my horror, and recommended I go to A & E- to wait god knows how long for treatment! I was in a real state. I left my job and travelled the hour home to my local branch, risking my job in the process (short term temp, they could have gotten rid of me next day if they wanted) and it took them FIVE MINUTES to diagnose the problem and give me appropriate treatment. So I can't believe no one could have done that at the other store. I definitely lack confidence in them now.

pickle

I definitely agree. I went there and found the attitude of the staff to be wanting. I didn't go back there needless to say and went to a local optometrist instead, even though it was slightly more expensive.

Pelican_2

I suggest you put your complaint in writing.

This happened to me with Vision Express. I rattled off an angry email, and today (to my great surprise) I got a free eye test from them to say sorry for the previous mix-up.

Everyone makes mistakes, but it is how they deal with their mistakes which set them apart from the crowd. I am very impressed with Vision Express, and will def. recommend them to people.

Give Specsavers a chance, and mention how rude the front of house staff are- the managers may be unaware (or very aware and looking for a reason to sack them!).

regularsaver1

I went there before - nothing bad as such

but as work pay foir my sight tests they were not too happy about having my voucher so moved to D&A who work recommended - much better service i have to say.