specsavers - bordering on useless!

t1000_2

so i have been a contact lens user for 10yrs, always been with specsavers - cant be that bad then! categorically not, the only reason i never changed before was because it was on my parents direct debit, so essentially free for me...tight !!!!!!, true! anyway over the 10yrs i have moved around a few times, which requires getting the lens mail address changed. never in all my life had i imagined what a struggle this would be. turns out they are all franchises so there was no central database, that has now changed and when it did i requested to be put on this revolutionary tool - the man questioned my logic,
'so you don't mind someone in brighton knowing what perscription you are?'

personally i couldnt care if they know my shoe size, be a bit worried if it were my bank details but perscription, jeepers! i digress. so i move again, then i want to change my lenses so i need to make an appointment, oh this new store doesnt have my details, so i phone to get my record sent to them and then request being added to the central database once more. it will take a few days before the new store will have my records. so in 3 days i call back, book an appointment for the following week. the big day comes, i turn up, they have no record of me. so once more i phone to get my records for them, they are faxed to the store. we do our business and i leave with my new lenses....they're no good for me, dry my eyes out, might as wel put sand in my eyes, but we'll not hold that against them, more my eye issue...anyway, i have a new lens check up in 2 weeks to make sure they work for me, so i walk in after 4 days and say i dont like these, but i will persevere until this check up in 10days, but please make sure you have my old type of lenses with the new perscription in stock so i can pick them up before going on holiday. oh i forgot, so when i go into do the above, the girl asks my issue with the current new lens, she then blames the weather! i say, well columbo, as good an excuse as that is, i need more of a solution, cause as we are going into summer, the problem might worsen!

so i ask for her to set the new order up ready for me next week, can you guess what happened? she replies with we have no record of you at this store! i was in here 4 days ago getting these bloody dry lenses, i exist! i left with them having no record of me...i phoned up the next day, i do exist.

my appointment is on thursday to get the lenses changed....we'll see how that goes.

honestly the worst company i have ever dealt with.

C_Ronaldo

So it was specsavers you visited about your contacts

t1000_2

thanks for that response, nothing gets past you

oscardog

Shoud have gone to...... oh hang on you did.


Seriously though, I had the same problem as I moved around with them. I ended up getting a copy of my records every time I had a check-up which was requried every 3 months for my lens deal. As such, whenever I moved I had all the info.

In new location, simply tell them to photocopy the bundle and hey-ho you are up and running again. I always kept the lensmail system coming from the original branch for the reasons you stated but had my check-up branch change as often as I moved.

It worked for me but they were surprised whenever I asked for a photocopy of the check-up paperwork every time I was there.

Susy08

I've been with Specsavers for about 6 years and I agree they are awful - I've moved quite a bit but have stayed with the same branch (Telford) as it was all within the same area but they still manage to loose my details!! I wear monthly contact lenses and on the plus side they use to always replace any unused lenses (boxed or not) whenever my prescription needed increasing - however 2 weeks ago I went in for my yearly after care where my eyes had got worse and the optician offered me new lenses to try and I'm going back today.

My current problem is that they sell you these lenses in boxes of three so I went to the til to wait for these trial lenses and asked if they could replace the boxes I had and a spare unused lens at -4.75 (I'm now -5.50) they said they didn't have any of the lenses in stock and would have to order them and call me to collect them - all fine so far. The receptionist refused point blank to replace the unboxed lens as it is no longer policy to replace them - I asked her what I was suppose to do with it as it wasn't my prescription and she reccommended I keep it as a spare...

Is it fair that I'm out of pocket £7.50 because my eyes have got worse? Can they condone that I use a lens that is not my prescription as a spare for driving if I needed to use my spare lens (which they could have replaced and not cost them anything as they can use the trial stock)...

I just find that there after sales care is wrong

Susy08

I've been with Specsavers for about 6 years and I agree they are awful - I've moved quite a bit but have stayed with the same branch (Telford) as it was all within the same area but they still manage to loose my details!! I wear monthly contact lenses and on the plus side they use to always replace any unused lenses (boxed or not) whenever my prescription needed increasing - however 2 weeks ago I went in for my yearly after care where my eyes had got worse and the optician offered me new lenses to try and I'm going back today.

My current problem is that they sell you these lenses in boxes of three so I went to the til to wait for these trial lenses and asked if they could replace the boxes I had and a spare unused lens at -4.75 (I'm now -5.50) they said they didn't have any of the lenses in stock and would have to order them and call me to collect them - all fine so far. The receptionist refused point blank to replace the unboxed lens as it is no longer policy to replace them - I asked her what I was suppose to do with it as it wasn't my prescription and she reccommended I keep it as a spare...

Is it fair that I'm out of pocket £7.50 because my eyes have got worse? Can they condone that I use a lens that is not my prescription as a spare for driving if I needed to use my spare lens (which they could have replaced and not cost them anything as they can use the trial stock)...

I just find that there after sales care is wrong

t1000_2

todays the day...i will let you know how i get on. but i like the idea of getting a copy of the records, plus it gives me options to simply walk away to another store. and we all know it's all about options!

yeslek

i used to be with these but after similar issues i swapped to vision express who arent that much better to be honest

t1000_2

so i turned up for my 13.30 appointment 10minutes early, they then told me they were experiencing delays, but not to worry. so come 2pm i finally get seen, i tell them my issue - not enjoying new lenses want to go back to old style but continuous wear - oh okay she says, and gets me a pair of lenses, oh a dream so comfortable. on leaving i confirm that these are continuous wear..oh no, don't sleep in these, you can't!..well thats kindof why i am here in the first place. so eventually i get my new night and day lenses, not before i had insisted they are in the shop and ordering them wasn't an option.
whilst i was in there i heard one other persons plight, hellish. then began talking to some chap waiting, he too had an appointment and had been waiting for 25mins.

all in all another dissatisfying experience, thanks for the vision express comment, they were my next choice!