Warning: SpecSavers Customer servicie (or lack of)

steviant

Just a warning for anyone thinking of using SpecSavers and in particular the Ealing Broadway branch. I would strongly recommend against it based on my experience, set out below. The reason I've named the specific branch is that they're franchises and the corporate website has no customer service contact details for complaints if you're unhappy with the service you receive.

I was initially booked in for the wrong type of appointment, the first set of my new (and more expensive) contact lenses weren't ordered. Then when some did arrive they weren't the correct amount. Despite assurances that the rest would be sent, the store now claims that their records show the correct amount were issued and their solution was to propose that I pay for more lenses to insure I didn't run out. The problem with this as I pointed out them, is that barely sixty days had elapsed (a pair a day) since I picked up the lenses due to the mistakes they had made, and in fact I had spent a week without lenses to ensure I had a supply for my wedding and honeymoon.

As far as customer service goes, the staff have a poor telephone manner, which is not really improved face to face. They take at least a week to return calls, even with chasing and are perfectly happy to accuse you of dishonesty.

All that, an increased bill, and no proper complaints procedure. I would suggest that you ignore the adverts and go to an optician less concerned with the hard sell.

JustWonderful

I also disliked Specsavers when I went in there- wanted to try contact lenses for the first time, they were unhelpful so I left and got better help elsewhere.

Coopdivi

I've used Specsavers in Ipswich and always found them to be excellent. I've stood and sat on my glasses on two separate occasions and they repaired them free of charge. They also booked me an appointment at the hospital after finding a shadow behind one of my eyes when I went for an eye test. So I can't fault them.

I believe Specsavers are franchises though so that may explain why you both got bad service.

[Deleted User]

we went to specsavers for the first time this month, having worn glasses for 52 years, so I know good from bad opticians. The service we had was fantastic. absolutely the best eye test and no pressure re glasses purchase. The assistants were extremely knowledgable and helpful and we came from there as very happy customers.

pmduk

My initial visit to Specsavers was as a very unhappy customer from a local independent optician. I have always had top rate treatment from them. However, I've friends who've had less than ideal treatment fro other branches elsewhere. As with most things, ask your friends for their experiences and make sure that your friends know of good shopping experiences you've had

2gorgeousgirls

I have used Specsavers for over 10 years now and, due to being in different areas, have used at least 5 different ones.

I have to say that I have never had a problem in any of them. I've always found the staff helpful and courteous.

In particular, my last appointment was in Magherafelt (Northern Ireland) and the staff there couldn't have been better. First time my 11 year-old daughter had to get glasses and they were fantastic. They took the time to let her try on loads of pairs and advised about what suited her colouring and small face. She didn't like the idea of glasses but came out thinking she was the bees knees.

Azari

2gorgeousgirls wrote: »

She didn't like the idea of glasses but came out thinking she was the bees knees.

That's great. :j

Name says it all - mum to 2 gorgeous girls (and wife to baldy one).

You married a baldy girl?!? :eek:

2gorgeousgirls

Azari wrote: »

That's great. :j



You married a baldy girl?!? :eek:

No, he's definitely male - maybe I need to change my signature!

ETA: changed signature to save further confusion:)

GordonGowk

Spcesavers in Galashiels have absolutely no respect for your time or travel costs. They might be OK if you lived above their shop and were lonely & bored since you could spend hours waiting in there for you prearranged appointment. Why they are always mobbed I have no idea - personally I'd pay more just to be able to avoid going there. A 10 minute wait ends up being well over an hour and they never miss an opportunity to tell you you need to come in (for pointless reasons) - it costs about £5 by car or over £7 by bus to get there from where I live. A most unpleasant place that I'll not go back to.

steviant

I'm aware they're a franchise (now) I'm quite prepared to accept that other branches treat their customers well. I did get new glasses from them without problem, so I didn't complain about that.

My principal point is that if the branch aren't interested (and they're not at Ealing Broadway) about poor service, the parent company aren't either and there's no way of complaining other than a phonecall to the branch, which they claim allows them to deal with your complaint more quickly.

I would stick to my original warning about the Ealing Broadway branch, the staff are rude and inefficient. They won't admit when they've made mistakes and once they've got you signed up to a direct debit they aren't too worried about whether or not you get what you're paying for. I would strongly advise people not to use this store and to be sceptical about the promises of slashed costs for lenses.

chocolate_buttons_2

steviant wrote: »

I'm aware they're a franchise (now) I'm quite prepared to accept that other branches treat their customers well. I did get new glasses from them without problem, so I didn't complain about that.

My principal point is that if the branch aren't interested (and they're not at Ealing Broadway) about poor service, the parent company aren't either and there's no way of complaining other than a phonecall to the branch, which they claim allows them to deal with your complaint more quickly.

I would stick to my original warning about the Ealing Broadway branch, the staff are rude and inefficient. They won't admit when they've made mistakes and once they've got you signed up to a direct debit they aren't too worried about whether or not you get what you're paying for. I would strongly advise people not to use this store and to be sceptical about the promises of slashed costs for lenses.

Once you've got your prescription, you can get your lenses anywhere.

I get mine from Daysoft.com and pay £9.98 for 32 pairs of daily disposable lenses. Then every 2 years go back to an optician for an eye test and to have the prescription checked. HTH