How do I complain to Specsavers? (Is a Specsavers rep on here at the moment?)

littlewren

I have a problem with Specsavers since collecting my glasses which is causing me a lot of stress and worry and I would like to make a complaint, but I understand from previous threads that it's not easy to do so as they are franchised.

I did read a post by a Specsavers representative and I wondered if I could send her a private message, but it seems I'm not able to do this.

Does anyone know how I go about this please? I know that they have an address in Guernsey, but I would rather go down a quicker route if available.

Many thanks.

powerful_Rogue

https://www.specsavers.co.uk/help/contact-us?wssl=1

Should have gone to....

Choose "Complaint" from the dropdown box.

Blackbeard_of_Perranporth

Hope they are not driving glasses



Oh, in the first place go back to your optician, especially of they are bifocal etc. You may have to get used to them, and they will advise you

DCFC79

OP when I had a complaint I kept on going into the shop to get the glasses sorted. Eventually they were sorted.

littlewren

Thankyou very much for your replies I don't really want to go into detail here, but I have had varifocals for many years, so that isn't the problem in this case.

DCFC79, I have already been back a couple of times, the opticians is not near me, which is a pain as I have to go by train each time, therefore it's costing me. The last time I went back, their response was just 'I don't know why you are having this problem.'

jennabailey

Specsavers are normally pretty good with customer service and have a 6 month no-quibble guarantee.

I would suggest you call your store and ask to speak to the retail director (each franchised store has one). Explain your issues to him/her. Usually most problems are resolved with a retest, and check on the makeup of your glasses vs the prescription and comparing to your old pair (ie even if the prescription is correct, the positioning of the lenses could be an issue)

In any case, I would ask for a partial refund to compensate you for your travel expenses. I used to work for specsavers and we have done this many times.

Good luck!

littlewren

Thankyou for your reply jennabailey Oh I thought it was a 3 month no quibble guarantee?

I did have a retest, which came back the same. While I was there, I mentioned that as well as the problem with the glasses themselves, they were also very heavy on my nose - this, I found out, was due to the arms being very weighty. I was told that I could choose another two pairs of glasses, which I did. When they came back, they were even worse than the previous ones, distortion was terrible, yet they checked them and I was told that they had been set up correctly! I was so disappointed. I am now in the position of wanting a refund but also needing to wear these glasses until then (even though they're not right) as I don't have my previous glasses to wear. But of course, until I return the glasses, I won't get a refund. And until I get a refund I can't afford to buy any elsewhere! It's a catch 22 situation.

Oh & by the way, I'm glad the stupid post by whoever it was, was removed, either by him/herself or moneysavingexpert. Nasty person

FifLaRue

I have had a bad experience with Specsavers - I wouldn't go back, cancelled by direct debit and spoke to the manager. I get the impression they are more interested in making money than caring for customers and their eyes.
I went there for years until they rang me to say my night and day contact lenses (you leave them in a month then throw away) were not being manufactured anymore could I collect a replacement and try them.
To cut a long story short they told gave me ordinary daywear lenses and told me to wear them for 2 weeks - this could have causes corneal ulcers and scarring - a genuine mistake but quite serious potentially. Luckily for me I got the lenses mixed up and actually wore my old ones Doh!). What annoyed me was the attitude of the staff when I pointed this out - not OMG so sorry, glad you are ok but 'well if you were told that I can't speak for the person who told you ' and off hand and rude.
I will now buy my lenses online and go for yearly tests to get my prescription - at least I'll get the right lenses at less than half the price and won't get spoken to like I'm an annoyance at best.

celeste110

In mid Nov 2014, I went there to get a pair of new glasses because my power had changed. Shortly after, I went back to obtain new contact lenses prescription. I would have thought that having done a thorough eye check for glasses prescription, getting new contact lense prescription would be a breeze. However, this was not the case. I was told that I need an appointment for an eye check, followed by an appointment to wear my trial lenses, and finally a follow up appointment for eye check to ensure that lens fit well even though I had emphasised that I am a season contact lens user. Also, it was not helping that the appointments slots they offered were very spaced out. Between end Nov 2014 and now ie 20 Jan 2015, I managed only 2 of the 3 appointments. The third one was supposed to be on 20 Jan 2015, however, prior to the appointment time itself, they moved the appointment forward by 15mins without confirming it with me. And when I arrived, they refused to serve me and accused me of being late. They requested me to book another appointment, and the next earliest appointment they had was in Feb 2015. This is atrocious service in my opinion. If I were in Singapore, I could have walked in to any optician and obtained my contact lenses prescription in less than an hour. I am never going back to Specsavers after this.

wealdroam

celeste110 wrote: »

In mid Nov 2014, I went there to get a pair of new glasses because my power had changed. Shortly after, I went back to obtain new contact lenses prescription. I would have thought that having done a thorough eye check for glasses prescription, getting new contact lense prescription would be a breeze. However, this was not the case. I was told that I need an appointment for an eye check, followed by an appointment to wear my trial lenses, and finally a follow up appointment for eye check to ensure that lens fit well even though I had emphasised that I am a season contact lens user. Also, it was not helping that the appointments slots they offered were very spaced out. Between end Nov 2014 and now ie 20 Jan 2015, I managed only 2 of the 3 appointments. The third one was supposed to be on 20 Jan 2015, however, prior to the appointment time itself, they moved the appointment forward by 15mins without confirming it with me. And when I arrived, they refused to serve me and accused me of being late. They requested me to book another appointment, and the next earliest appointment they had was in Feb 2015. This is atrocious service in my opinion. If I were in Singapore, I could have walked in to any optician and obtained my contact lenses prescription in less than an hour. I am never going back to Specsavers after this.

Duplicate post: https://forums.moneysavingexpert.com/discussion/comment/67511961#Comment_67511961
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