Specsavers - do they have a complaint department and head office?

greigster wrote: »

Specsavers at Lowestoft seem to be shooting themselves in the foot. I have been with them for 3 years now and due to family health problems I have to have an eye test every year. Both myself and my daughter had an appointment booked this week but on the morning of my daughters appointment, both she and her 1 year old son had streaming colds. She phoned Lowestoft Specsavers as soon as they opened to cancel her appointment only to be put on hold for several minutes finally to be told that she would be charged £10 for missing her appointment, maybe she should have carted both herself and her baby down to Specsavers at Lowestoft and shared their cold germ with the staff and customers.
My appointment was the following day at 12 noon, I was 5 minutes early and was greeted by the receptionist but only after she had finished her conversation with another member of staff. I was asked to take a seat with the other dozen or so customers where I waited for about 20 minutes before my name was called. An optical assistant took me to a desk where she filled in some details on an NHS form and asked me to sign. I then was taken to a room where two tests were carried out on my eyes, I was again asked to go to the waiting area.
After about 45 minutes I was called by the optician and given a thorough test. The optician was very processional and took time to explain everything to me and after my examination he asked me to go back to the waiting area for a peripheral vision test to be carried out by one of the optical assistants. Whilst waiting, I sat next to a retired gentleman with a walking stick who told me he had been waiting 1hour 50 minutes. As we both sat watching, the optical assistants would go to the rack where the patients notes and records were stacked in order, they would then sift through and would take them from the middle of the pile rather than the next one in line (if you are going to cheat your customers, at least be bright enough to make sure that you are not being watched). After another 30 minutes of zero contact, I walked out of the shop. I think that the whole time I was in the shop apart from the time I was with the optician, the only words spoken to me was "put your chin on the pad and look at the green spot" but it was twice as there was two machines. The shop staff seem to have a surly, couldn't care less attitude towards their customers. What a shame that the trained optician`s processional attitude during my examination is badly let down by the lack of customer care shown towards the customers by the shop staff. I purchase two pairs of glasses each year and my daughter was coming to Specsavers of Lowestoft after moving to this area, but of course we will both be voting with our feet, neither of us will go back to this shop. I wonder it the holder of the Specsavers of Lowestoft franchise realises that the unprofessional treatment towards customers by this dreadful staff attitude is losing him money.
Shame...Should have gone to Boots.