specsavers.com

Very disappointing customer experience. Not what I expected

I’m writing this review to share a long-term customer’s perspective.Two years ago, I purchased two pairs of glasses from Specsavers. One of them worked perfectly, but the other was never properly adjusted. I went back several times asking for help, but the frame was never fixed, it remained crooked and caused discomfort behind my ear. Eventually, I gave up on using them.Recently, I returned to Specsavers for a new eye test and explained this previous issue, hoping they might offer some kind of consideration or discount. I was told there was nothing they could do, which I can understand to a certain extent.The eye test itself went smoothly, and the staff in that area were kind and professional. However, the experience changed drastically when I was sent to the sales section. The person assisting me completely disregarded my previous issue and refused to use my existing frame, insisting that I had to buy new ones.On top of that, she strongly pushed me to purchase the most expensive lens options, even though the standard ones had worked perfectly fine for me before. The level of pressure felt very uncomfortable and unprofessional, almost as if there was a personal incentive behind it. When I politely declined and chose the more affordable option (which still isn’t cheap), her attitude changed immediately. She became cold, unfriendly, processed the payment without a simple “thank you,” and made the whole interaction unpleasant.This kind of behavior creates a very negative atmosphere and leaves customers feeling unwelcome and undervalued. A good service experience should never depend on how much a customer spends.I will be picking up my new glasses soon, and honestly, I’m already feeling uneasy about what to expect. I truly hope the collection process will be better, but as of now, this experience has left me disappointed and reluctant to return in the future.Date 11/10/2025 Time 11.46 am

Date of experience: Oct 11, 2025