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  • FIRST POST
    sublime2
    Specsavers - do they have a complaint department and head office?
    • #1
    • 25th Jan 11, 2:33 PM
    Specsavers - do they have a complaint department and head office? 25th Jan 11 at 2:33 PM
    Hi all,

    I need to complain to Specsavers about Specsavers. It appears that all their branches are franchised and their website says that I need to address my complaint to the person(s) I wish to complain about (doubt this will have the desired effect!).

    I cannot find any complaints department or head office contact details for Specsavers - can anyone else find these?

    Thanks.
Page 6
    • tomtontom
    • By tomtontom 20th Jan 15, 1:22 PM
    • 7,187 Posts
    • 16,351 Thanks
    tomtontom
    I am totally annoyed by the poor service offered by Specsavers too. 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.
    Originally posted by celeste110
    And she's posted it again!
    • wealdroam
    • By wealdroam 20th Jan 15, 1:23 PM
    • 18,650 Posts
    • 15,581 Thanks
    wealdroam
    I am totally annoyed...
    Originally posted by celeste110
    Celeste110, please stop spamming the boards.

    That's now four times you have posted this.
    • jonesdave824
    • By jonesdave824 25th Apr 16, 5:03 PM
    • 1 Posts
    • 0 Thanks
    jonesdave824
    Specsavers Complaint
    I have been advised by my solicitor to contact you.
    I am aware of other serious complaints in regards to your contact lenses, I also started a contact lense trial, all 6 different lenses where rubbish one so bad I had to go to A&E as my eyes where so blood shot they where running constantly, I was told to remove the lenses ASAP. I went back to (Clacton-on-sea) branch they told me its my eyes, which is rubbish as I was previously at an independant specialist and didn't have any of this.

    so they then said I had tried all the lenses and they couldn't help, I paid to be signed off and was greeted with rude staff as I didn't want to buy lenses that blurred my eye's, They gave me my prescription after a long standing dispute. I went online with my presciption and bought the said same lenses that you sell for half the price. Anyway after months of concern about my left eye I went to the colchester branch, Had another eye test yesterday and the graduate optometrist, he told me that the clacton branch had given me the wrong precription for my left eye, which has caused muscle damage to the eye, we where unable to get my left eye to focus on any of the tests, he was worried it may have caused long term issues.

    I am willing to cooperate and hope you are able to help me.
    • ThumbRemote
    • By ThumbRemote 25th Apr 16, 7:32 PM
    • 3,900 Posts
    • 4,956 Thanks
    ThumbRemote
    I have been advised by my solicitor to contact you. [snip]
    Originally posted by jonesdave824
    I think you need a better solicitor then.
    • colinq
    • By colinq 7th Jul 16, 8:52 AM
    • 1 Posts
    • 0 Thanks
    colinq
    Email address
    I have a very similar complaint, mine also includes glasses I was supplied with, anyway I am trying to find out the head office address, I am recovering from cancer which left me very unstable physically and I was treated absolutely disgracefully.
    • Moneyineptitude
    • By Moneyineptitude 7th Jul 16, 9:48 AM
    • 20,483 Posts
    • 11,353 Thanks
    Moneyineptitude
    I am trying to find out the head office address,
    Originally posted by colinq
    The irony of someone unable to find the address of Specsavers is not lost on me

    From their website
    "
    Registered Office
    Specsavers Optical Group Limited
    La Villiaze,
    St Andrews,
    Guernsey
    GY6 8YP
    Registered in Guernsey
    Registration No 12249"
    by Specsavers website40596404
    It was posted earlier in the thread as well
    • hcb42
    • By hcb42 8th Jul 16, 2:23 PM
    • 5,806 Posts
    • 3,522 Thanks
    hcb42
    To be fair they are trying to help.
    • Moneyineptitude
    • By Moneyineptitude 9th Jul 16, 12:45 AM
    • 20,483 Posts
    • 11,353 Thanks
    Moneyineptitude
    To be fair they are trying to help.
    Originally posted by hcb42
    Help who? My response was to the latest poster, not one from years back...
    • hollydays
    • By hollydays 9th Jul 16, 8:42 AM
    • 16,087 Posts
    • 12,169 Thanks
    hollydays
    The irony of someone unable to find the address of Specsavers is not lost on me

    From their website


    It was posted earlier in the thread as well
    Originally posted by Moneyineptitude

    Picked up some sunglasses I'd ordered in a hurry from them yesterday , very happy with the quality and price .
    Last edited by hollydays; 09-07-2016 at 8:51 AM.
    • Zoenallon
    • By Zoenallon 2nd Mar 17, 4:59 PM
    • 1 Posts
    • 0 Thanks
    Zoenallon
    Specsavers
    Hi Rachael,

    I was wondering if you would be able to help me as ive tried to solve this problem civility but as i was totally disrespected im left with only one option and that is to take this matter to court and I would prefer if I didn't have to do this as i am a pensioner and this has caused a lot of unnecessary stress please get back to me as soon as possible thank you
    • wealdroam
    • By wealdroam 2nd Mar 17, 5:14 PM
    • 18,650 Posts
    • 15,581 Thanks
    wealdroam
    Hi Rachael,

    I was wondering if you would be able to help me as ive tried to solve this problem civility but as i was totally disrespected im left with only one option and that is to take this matter to court and I would prefer if I didn't have to do this as i am a pensioner and this has caused a lot of unnecessary stress please get back to me as soon as possible thank you
    Originally posted by Zoenallon
    Hi Zoe, welcome to the forums.

    It is now nearly three years since Rachael, aka Specsavers Company Representative, last posted on these forums, so it is just possible you may wait a little while for a response.

    Perhaps if you were to post details of your issue here someone may be able to help you.

    In the meantime, maybe MSE's Small Claims Court guide will be useful.
    • Mancunian_Nick
    • By Mancunian_Nick 21st Apr 17, 4:05 PM
    • 19 Posts
    • 10 Thanks
    Mancunian_Nick
    I just contacted Specsaver's head office number (0845 etc as given in this thread on page 1) and spoke to a very helpful gentleman.

    It's worth noting if it hasn't already that Specsavers are now totally franchised and each store is run in its own right, therefore your best port of call is with the store concerned. It would seem HQ (based in Guernsey but not sure where the 0845 number connects to as it's a non geographical number, obviously) and they are limited in what they can tell you or help with.

    Well for what little that's worth, maybe it will help someone sometime.
    • Ian011
    • By Ian011 21st Apr 17, 7:17 PM
    • 2,027 Posts
    • 1,187 Thanks
    Ian011
    Since 13 June 2014 it has been illegal to offer a premium rate 084, 087 or 09 number for after-sales enquiries and issues. Presumably the number has since changed, perhaps to an inclusive 03 number or a free-to-caller 080 number.
    • wealdroam
    • By wealdroam 21st Apr 17, 7:24 PM
    • 18,650 Posts
    • 15,581 Thanks
    wealdroam
    Since 13 June 2014 it has been illegal to offer a premium rate 084, 087 or 09 number for after-sales enquiries and issues. Presumably the number has since changed, perhaps to an inclusive 03 number or a free-to-caller 080 number.
    Originally posted by Ian011
    Is that true for Guernsey?

    That aside, Specsavers' Customer Services can be reached on 0808 172 00 72.

    That 0808 number was in this thread over five years ago in post #42 and again later that year in post #55.
    Those posts show that Specsavers have been publishing that 0808 number since at least April 2012.

    It seems that Mancunian_Nick is mistaken. There is no 0845 number mentioned on page 1 of this thread, or indeed anywhere else in this thread.
    Last edited by wealdroam; 21-04-2017 at 7:44 PM.
    • andrew-54
    • By andrew-54 17th Oct 17, 7:47 PM
    • 1 Posts
    • 0 Thanks
    andrew-54
    specssavers
    Just wondering if specsavers have an email for their head office? Would like to follow up on a complaint. if anyone could help it would be greatly appreciated.
    • KeithP
    • By KeithP 17th Oct 17, 9:18 PM
    • 7,728 Posts
    • 7,485 Thanks
    KeithP
    Just wondering if specsavers have an email for their head office? Would like to follow up on a complaint. if anyone could help it would be greatly appreciated.
    Originally posted by andrew-54
    Post #42 has an email address.

    No idea whether it still works though. Try it - you've nothing to lose.
    .
    • Havealmostgivenup
    • By Havealmostgivenup 8th Feb 18, 5:58 PM
    • 2 Posts
    • 0 Thanks
    Havealmostgivenup
    Specsavers - no response to website complaint
    I'll keep this simple.

    I have complained 3 times via the website complaints/comments section but, despite the promise of a swift (48 hours?) response, I have heard nothing.

    Right now, all I want is for someone from Specsavers to contact me!
    • Rav469
    • By Rav469 13th Mar 18, 8:04 PM
    • 1 Posts
    • 0 Thanks
    Rav469
    Avoid Specsavers
    Specsavers is by far the worst eye company I've ever dealt with in my life. I would go as far as saying I would make it my entire life's mission to give bad reviews on any online portal or social media channel to prevent others shopping with this retailer. It sounds dramatic but my experiences are painful. My wife went into the Hayes town branch to replace her lens prescription at Specsavers request. They continued to bill her even when they weren't sending her lenses. She arrived for her appointment 15 mins early and all the optometrists went on lunch together. She booked 2 weeks in advance. A flurry of lies ensued. Despite emails to managing director phone calls to their customer services and chats via their online portal they have never tried to contact her. Specsavers is fundamentally a retailer has no interest in customers or eye health. It's all about money in the till don't believe their mission statement go to any other optician they will care about you and give you great customer service.
    • KeithP
    • By KeithP 13th Mar 18, 8:20 PM
    • 7,728 Posts
    • 7,485 Thanks
    KeithP
    Specsavers is...
    Originally posted by Rav469
    Hi Rav469. Welcome to the forums.

    Do you have a consumer rights issue you would like help with?

    Unfortunately good customer service isn't a consumer right.
    .
    • DCFC79
    • By DCFC79 13th Mar 18, 8:47 PM
    • 31,941 Posts
    • 20,121 Thanks
    DCFC79
    Rav despite you had (well your wife) a poor experience, others have had good,experience. I used to go, it was ok but not been back for a few years, I now go to Tesco, might give Asda a try next.

    You do know 1 experience will not reflect the same at other stores, its all dependamt on the staff at each store.
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