Specsavers Optical Group
Reviews and Complaints

I have been given wrong prescription and I can see better without glasses. I visited the shop and not satisfied with their service at all. They just tried selling me stuff I don't want. Staff were ok but doesn't seem very helpful. I had to wait an hour and then I asked receptionist that it's over 1 hour of my appointment time and then she said no one has booked me on the system. Then I have been given the wrong prescription. Not happy with their services at all.

I brought a pair of glasses with all the extras multi lenses, tinting and scratch resistance.
I have been back to the store 4 times as the glasses are not working for me, they have ajusted the arms on the frams and also re tested my eyes saying that they are dry and I needed to buy some drops for them, this did not work. The tinting on the glasses seams to be in poor condition and I still have problems seeing out of them always needing to re ajust. I have asked for a refund and they have refused so I have been incontact with SA consumer affairs report number is 137941 I will be going back to the store in a week to try again to solve this problem. If it can't be resolved to my satisfaction I will get back in contact with comsumer affairs . I would like to have a good working pair of glasses or a full refund

SS Canal Walk Admin
Thu, Jun 13, 1:36 PM (12 days ago)
to me

Hi Gaynore Fortuin

Kindly note, you have not collected your spectacles and settled the
balance of R2589.98 since August 2018.

We wish to advise that we will be handing this account over to our
attorneys for collection. All extra costs will be for you to pay.

Many thanks

Specsavers Canal Walk

Gaynore Fortuin
11:16 PM (22 minutes ago)
to SS

Refund my whole specs then -My reply to the email from canal walk.

I am not happy with this type of email and the fact that i was hospitalized several times and struggling to get well and to get such emails doesn't make it easy on me i need to contact head office about all this i also had to come out sick just to pay something and i have more urgent hospital bills to cover and this is this service and people with really bad attitudes to serve you.
i am dealing with serious health issues with proof from how many times i have been admitted to hospital and a lady called Melanie phoning to my work in a really bad arrogant way to my fellow colleagues is not very nice i had to get out tonight on the 25th of June 2019 to make payment on the specs account who has life easy and still to be very sick and get this type of treating emails i have never expected spec savers to treat clients this way at all, , now i have to get to a store and the service is pathetic, i wish i never came there for my specs which i cant still pay because i have more urgent hospital bills to see to save my well being.
i wish i just didn't come here if this is the way you treat clients.its not that there was not money paid yet from medical aid and i refuse to accept this attitudes of staff towards me.don't come treat me as if i am stealing from you or did a crime i have been sick and still are.
I will contact all the people i should and report this.

this is not right why must i be threaten with lawyers of none of spec savers knows my health status so i must stand up from a hospital to get specs while being extremely sick.
i will not carry any charges for attorneys i just had to get R1294.00 together to pay something but reading this email again i think they should just refund me rather R1294.00+R800.00=R2094.00 If this is how you treat people i don't want to be a client.

I would like to lay a complaint against Specsavers, Raisethorpe, Pietermaritzburg, KwaZulu Natal, South Africa.
Firstly my eye test was incomplete. My husband went for an eye test over a year ago at a different branch of Specsavers and was given a complete eye test where they even showed him the strength of his eye muscle behind the eye on a computer. For me, I was given a basic pressure test and lenses and that was it. When I was called to collect my glasses I was given the wrong prescription and had to wait another week to receive my glasses. Finally, when I received my glasses, I used it for all of two weeks before the frame broke on the arm of the glasses. When I complained, I was informed that I would have to pay for the insurance to replace the frame. The ladies at the branch said that this was the first time such an incident took place but after speaking to a few other people I realised that this was a blatant lie as this was a common problem with the branch. Is this the type of reputation Specsavers wants to project, A company that gives poor quality service and products to its honest hardworking customers, who require something sturdy for day to day use.

hi..i brought glasses 3 months ago at the century city specsavers and I have a problem with the frame its no longer hold the lenses well so I bring them back wanted replacement or refund to find out the acting manager takes the specs and gave them to the technician to sort it out but still it doesn't looks fine..so the acting manager told me to back off ..he said it's just a plastic frame so it's affected by sun after paying almost r3000 in a period of within 3 months..no it's not fair

Hi I went to the pakuranga branch today where I purchased my glasses from around 5 years ago and they refused to fix them. She took the lense out and tried to match it with a frame in store and when she couldnt she said they couldnt do anything to help... I was happy for her to keep the glasses and reshape the lenses to fit another frame but she wasnt having it she was an awful shop assistant and I need my glasses fixed. If you cant fix them why? They were purchased through your team. I have never called to get any help regarding my glasses ever and now they need fixing. How do I getthis sorted through yoh people urgently?

I went to have new spectacles made from Specavers at [protected]@Carnival. After seeing the optometrist and finishing the tests I were referred to another lady who compiled an invoice and I asked her : "Is there any co-payments that I have to pay? Is the medical aid covering all?" She replied "No, there is no co-payment. The medical aid said there is about R 5 000 and my spectacles only came to about R 3 200". I told her to order and I left. Days after I was sent a message to say I can collect my spectacles. Now, days after having the spectacles, I get an sms stating that I need to pay R958 to them, for coating that is not covered by die medical aid. WHERE MUST I NOW GET THAT MONEY FROM? I asked the lady before ordering the spectacles, otherwise I would have not taken the coating/ other frames. This is ridiculous!

It was time to renew my 5-year driver's licence and also my spectacle prescription. I made an appointment at the Tuggeranong, Canberra branch. Specsavers gladly took my Medicare allowance to have all the tests done. I was then referred to an ophthalmologist for a glaucoma test. I made an appointment with the referral specialist Prof Chandra Bala in Deakin, Canberra, agreed to the $225 fee and arranged time off work. I had this appointment yesterday 30/10/2018. I was told that one of the tests (Topographic analysis and mapping) done by Specsavers was incorrect/poor quality and that I would have to retake it at the ophthalmologist at the cost of $145 and that Medicare would not pay any rebate for it. I protested and said it was preposterous but was told if this was not done Prof Chandra could not complete the examination. I felt under duress as I had taken time off work and needed the paperwork signed off for my driver's licence renewal and paid the total of $225 plus $145. I insist that Specsavers reimburse me for the $145

I am totally dissapointed at the customer service of Spec Savers Hermanus.

My wife went for her new glasses, after a few days she realise that the glasses was to heavy. She than contacted Spec Savers to change the frames. It took them 2 weeks to reply that she can get a new frame. The claim for the first consultation was already submitted and paid by the medical aid. They than submitted a new claim for the change of the frame. When i queried the charge with medical aid. The medical aid called Spec Savers and they reply was that the medical aid did not pay the 1st invoice. I than queried with Spec Savers and they told me that they had to submit the 2nd invoice to balance stock. Only than was i informed that the 1st invoice will be reversed.

We would have liked to be treated as valued customer as my wife always preferred going to Hermanus Spec savers because of past good customer experience. Why is it so hard to communicate to customers. Its not as if we get the glasses for free?

I will never make use of Hermanus Spec Savers and would not refer anyone to make use of Hermanus Spec Savers.

Hi I have just received my Contact Lenses, the boxes have not been marked up AGAIN with a R for the right lense, this is @ big problem to me, putting my lenses in at 4.30 every morning it is so-much easier when the boxes are marked up, I have telephoned customer services to be told that they cannot send me out the R labels as they come from the warehouse, just how difficult is this to post out some labels, I would willingly pay the postage, think it's maybe time to change my opticians one Very dissatisfied customer, this isn't the first time they have come not labelled up,

Since 28 November 2017 I am brought a pair of transition lenses at Gungahlin shop around 3 mounth the third lenses have been replaced and still give me a faulty lenses yesterday on 14 February 2018. Taking to the shop manager she offer me to get refund or keep trying get new lenses but without gaunrant, I am really not happy with this solutions, because I pay the money not always go to the shop to get faulty lenses pay to much time to off work go to the shop, so I am not satisfied with this matter and hope some one can help me slove this problem.

I would like to complain about my trip to Bedminsters Bristol store . I had the eye exam on November 2nd. I paid a deposit that same day . Then my father very kindly paid the rest two days later to be told in seven to ten days I'll receive them. Fair enough I said and the date is now the 16th and still not received them. I popped into my store to ask whether they have them there and not called me. The response I received was we havnt received payment. To which two separate receipts came out and was shown to them. It was also on their tablets on the desks. There is no excuse for this shoddy behaviour as all they had to do was send the frames to the labs when they were paid off . This is a extremely strange store who really don't know their left arm from their right. Now 14 days I've waited. And I have to wait longer now. This is a farce and I'm not pleased at all by this work ethic . I'm putting in this complaint before I receive the glasses. I don't even know if they fit properly yet.

I purchased multifocal spectacles in december 2016 at specsavers the glen johannesburg.

Had problems with vision when collecting and had the optometrist check the lens. Was informed that all was in order and just a matter of time for me to get used to the new lenses. I have been wearing multifocal lenses for decades so was surprised at that comment.

Had problems with vision the rest of 2016 and 2017. Company supplied me with a bigger screed to assist me with my computer work. Had to stop reading (I am an avid reader) as impossible with specsavers spectacles.
Failed my eye test at the traffic dept. On 30.10.2017. Was told "lady, you are blind - you need an eye test"

Went back to specsavers at the glen and was told a lot of lies and given a lot of excuses. Was told if I required anything further from them I would have to have another eye test to confirm my allegations of faulty lenses and that I would also have to pay for this.

Went back to my previous optometrist execuspecs the glen to have the eye test done and compared to specsavers lenses. Was told that the lenses from specsavers completely faulty - no vision whatsoever for the reading part of the lens (Mirror test done) - very little vision for the intermediate part of the lens for computer work and distance part of the lens far too weak (This compared to the lens received from execuspecs the glen in 2012 - my last test done and spectacles received)

Request a complete refund of the spectacles purchased from specsavers in december 2016

Attached please find photos of the lens exwcuspecs to be replaced by the faulty lens specsavers on the right side

I had previously had bi focal lens after 3 years thought I should have a fresh eye test, Went to Spec savers, in West wood mall, Westville, Durban South Africa.
Had test done and ordered multifocal lens with climate eyes .
It took 1 week and I collected them.
I could not focus properly, and noticed there was light green dots on the lens, after 3 days it was worse, I couldn't drive, as I was not able to see clear, at work could not focus on the lap top, I even persuaded my boss to replace lighting in my office. Still not seeing clearly.
Phoned in got appointment to see optician, she told me I was not looking through the lens correctly! BUMPED ME OFF AND SAID I MUST TRY for another week and it would come better and my eyes would adjust to the different lens. A week later, my left eye started to jump continusly. Went back to branch asked for them to change it for bi focal lens I paid R4000.00 and now had glasses I could not use. They said they would have them changed that was on 22nd of October I handed in the glasses . Each time I phone they tell me it will take longer it 11 days now . tel [protected]

I would like to make a complaint about the Specsavers store based in Hampton, London.

I had an eye test with them and was given a prescription. From this I then bought some glasses but when they arrived the vision from them physically made me feel sick as they were too strong. I called for a re-test and was told that if my glasses have the wrong lens prescription or my eye test result is the same then I would have to pay £25.

The re-test proved that the initial prescription given to me was too strong, however due to this I have lost out on £25 due to having to return my glasses in which the BlueV coating was not refundable. I wrote an email to the Specsavers store and spoke to the online chat person who also contacted them. The online chat person relayed information back to me but they were not dealing with my specific issue.

Shortly after this the Specsavers store contacted me and offered to send my glasses off for the lens to be changed, however I declined this as they could not provide the BlueV coating which I had paid for. A refund still was not given after I said I will take this further.

I would like a £25 refund due to the mistake made from this Specsavers store, are you able to advise me on how to get this?

Many Thanks,

Meshack Douglas

I got 2 prescription glasses in January 2017, and unfortunately the one pair was broken in August. I went to the branch to get it fixed and I was given 2 options, to either fix or get a replacement. I was informed that the excess amount would be the same with both the options, so I decided to get a replacement pair. I chose the frame and few days later I was informed that the replacement was ready for collection and that I should bring the R684 excess fee. I collected the pair and paid the amount, but when I got home I saw something that I did not like; the lens went outside the frame, and did not look so good. As a person who is short sighted and have to wear glasses everyday, I do not want to feel that or made to feel anything but normal. And when I wore those glasses, I felt anything but. So I called the branch to let them know that I did not like the way the glasses looked, as this was not the same look as when I chose them. I unfortunately got the lady who was very rude and condescending, and completely unprofessional. I then asked to speak to the optometrist, as I wasn't getting any help from the assistant. The optometrist suggested that I come to the branch, so she could work on the solution. She promised to be there personally, but when I got there on the day and time as agreed; 30/10/2017 09:00, she was not there. And I had to get assistance from the same person who was rude on the phone, and the conversation started the same was again. She made excuse about why the lens looked the way it did, as according to her "the prescription is too high and that the option to have a thinner lens was too expensive". I paid cash for the 2 pairs, and somehow I wasn't given the options of the different lenses because they are too "expensive". How was it get decided that I won't afford the other more acceptable size lenses. I don't know how they get to class people by just looking at them! Anyway, after all that drama, I decided that I would rather have the thinner lens which could be more expensive and I was assured that the branch would contact me within 2 days to let me know the way forward. Today is the 17th of October and u still haven't heard anything from the branch and the pair is still them.

I've decided that I will never use Specsavers again, but now I've already paid the excess amount for the item that I don't have. Again the company has shown that they don't take the dignity of their client seriously and definitely base their service on whether they think you have money or not.

Therefore, I would like to have the excess amount back and would report the matter to Health Professions Council for the conduct by the optometrist.

Puseletso Mogano
[protected]

Good day

I posted on consumer watchdog Facebook page (Botswana complaints page) on Friday about my grievance with Specsavers and the numerous times that I have contacted them to fix my faulty frame. I explained that I have called them 11 times and after my post they inbox'd me as I posted on both their Botswana and South African pages.

They assured me on Monday that they will get back to me, I still haven't gotten feedback and it has now been a month of me trying to get them to help me.

I explained to the optician (Thabo Mapitse) that my main worry is now because of the factory fault (which they have acknowledged) the glasses keep slipping off my face and i'm afraid that the lenses will crack and they will then tell me to buy new ones. This also means that the glasses are resting on my skin which has caused a rash irritation on my cheek.

I am truly at my wits end and was wondering in what way you can assist me or what my next step can be. I am leaving for work next Week Wednesday to Dubai and will be away until end of November.

Both the Botswana and the South African pages have been saying they will get on it urgently (since Monday) and now 4 weeks after my initial complaint on their premises and me being told they are sourcing the frame in The Western Cape somewhere I have not had any update other than "the doctor will call you" to which he has never done.

I paid for these glasses cash and no medical aid and I have been their client since 2014, due to the urgency of this request I am pleading with you to please help me.

My contact details are
Betsi Ela Kgari
Cell: [protected]

Specsavers have repeatedly missed cataracts in both of my eyes. I had to fight tooth and nail with my doctor to see a specialist and the optometrist at specsavers kept saying there was nothing wrong my eyes were just deteriorating rapidly. I saw a specialist eventually at addenbrookes hospital three hours away from me to be told I had severe cataracts and I had to have two general anaesthetic operations to sort them out thy were so bad. Last monday I went in there with my new prescription done by specsavers to order bre glasses. Today I went to pick them up and I cannot see a thing thru them. Its like its someone else's prescription entirely. I am so cheesed off with specsavers. Please advise me what I can do because I believe I should get some kind of compensation for all the problems I have had
Karen taylor

I called in-store to inquire about my delayed contact lenses as I was told, they take 5 working days to get delivered. However, I was waiting almost 9 working days for them to notify when I could pick up my lenses. I was waiting for someone to answer the call for approximately 10 - 15 minutes, only to find out that they have no idea where my order is, they simply said it is delayed and they are about to find out where it is.

This branch has very slow responses lately, it wasn't this bad before.

I purchased new prescription glasses on 14 11 2016.
I collected the glasses on 25 11 2016.
I returned them to the shop in January 2017 as the lenses were popping out of the frames. After 3 days I was informed they were ready for collection.
4 weeks later the same thing happened and the glasses were returned to the optometrist. They were ready the next day.
3 weeks after that the lenses came out of the frames again. This time the optometrist returned them to the laboratory to have the lenses remachined. They were ready after 5 days.
Now the coating is peeling from the lenses.