I had a horrible experience and I would avoid, if possible! I selected a pair of glasses that I liked in the Scunthorpe Specsavers, which although I was advised they may be slightly wide for my face. I explained to the gentleman serving me that I only wear glasses whilst driving—which is just a couple of hours a day at most—and that I was completely comfortable proceeding with the purchase, fully understanding that they might not fit my face perfectly. Despite this, these were the only glasses I liked after searching for hours, and I preferred the style. However, I was then persuaded to purchase a cheaper pair that I did not like at all but because I desperately needed new glasses, I reluctantly agreed to buy them.Once I returned home, I realised I was really unhappy with my choice and so called Specsavers to cancel the order. The representative “upstairs” informed me she would record the details and ask a colleague downstairs to contact me to process the cancellation. I received no call back. I had to follow up twice, and on my third call, I was told I needed to come into the store for a refund.When I visited the store, I explained the situation to a staff member—an older lady with very short brown hair—who, unfortunately, was quite unwelcoming. She walked past me several times without acknowledging me, even when I greeted her. She then proceeded to informed me that the refund could only be processed using the physical card that I had paid with. I explained that I had paid using Apple Pay and had not been advised to bring a physical card. Her response was dismissive, and she insisted this was “just how the system works.” She advised me to return later that same day (this was already my second visit) or come back the following day.I asked to speak with the manager. She responded that the manager would tell me the same thing with a smug look on her face, but I still requested to speak with their manager. She looked at me with disgust and went off to get them. After about 20 minutes, she returned and stated the manager was in a meeting but that she could, in fact, process the refund using my Apple Pay card—contradicting her earlier claims. I found this particularly frustrating and unprofessional.Overall, this experience has been extremely disappointing. The staff were rude, unhelpful, and caused unnecessary inconvenience. Unfortunately, after this experience, I will not be using Specsavers again.
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Specsavers Opticians provide professional eyecare, glasses and contact lenses throughout the UK, Ireland, Netherlands, Spain, Sweden, Norway, Finland, Australia, New Zealand and via the Louis Nielsen stores in Denmark.
