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Terrible service and quality
I normally don't leave reviews unless I'm extremely impressed or extremely UNIMPRESSED. Unfortunately, in this case, I'm seriously UNIMPRESSED. I went in with a warranty issue, and asked whether it was covered by warranty. I brought in my glasses to show them, and explained everything to them. I wasn't too concerned either way, if it isn't covered, it isn't covered. What really disappointed me was that the person who served me went and checked with her manager, and then told me it was covered. Went ahead and ordered my replacement glasses and ...then asked me to pick it up later. I returned to pick it up when it was ready, only to be told that there must be a miscommunication from me to them as I didn't tell them everything. (Trying to pin the blame on me). I told them I explained everything on the day, even brought my glasses in to show them, and honestly, I would have been ok if they said it wasn't under warranty. What truly disappointed me was, they DIDNT EVEN APOLOGISE. Kept saying it's a miscommunication. If you misunderstood, and put people out as a result, shouldn't you at least say SORRY???
Getting worse and won’t accept product is unfit for purpose
Within days the arm broke. I’ve never broken a frames arm and I know they weren’t unduly forced. I paid for a second frame because they would not accept fault and the replacement broke in the SAME place. I can’t get them to even return my calls or accept any responsibility for frames that are unfit for purpose.
I have also noticed these are the only glasses I’ve owned that seem to get a milky coating very easily, constantly trying to clean them.
They just point the finger at me as if I’ve never owned glasses before. I’m wearing $2 glasses from a discount store and some I’ve had for years. I have glasses here I’ve had for over 10 years and never have I broken glasses, but these last frames are apparently all my fault. Never again.
Be prepared to be treated with utter disrespect
After spending $1100 on new specs and prescription sunglasses for me and my partner. They got my multi focal prescription wrong but wouldn’t take any accountability for it.
I couldn’t see my computer screen at all yet I was told there was no mistake and I had to get used to it. In the end I had a second test by a rude witch who told me I would be better having them changed to just reading prescription as I wasn’t prepared to persevere with the originals. I am looking to have a full refund now as they have treated me terribly.
Poor customer service and follow up
I went to the Berwick store to have my eyes checked. The optometrist told me I did not need to change my prescription. When I initially got my new glasses they seemed fine, however, when I was driving home with my new sunglasses I could not read the dashboard. I purchased 3 new lenses at a cost of nearly $500.00 with the private health care rebate. I could not use any of them as they made me feel ill. Firstly, when I made my appointment 2 weeks in advance I waited 25 minutes before anyone approached me, which I found really dissapointing and r...ude. After 3 or 4 days of trying I realised that my new glasses were no good, I tried persisting. When I went back they treated me like I was telling lies, to what avail I have no idea. They did replace them after admitting that they had screwed up the script and blamed it on a "typing error". Not good enough, this is my sight. After complaining and asking for a call from the Manager, I did not recieve it. I had to email 4 days later to be told that the issue was resolved. Not even the courtesy of a phone call. Do yourselves a favour and dont bother with these rip off merchants.
Crazed lenses, they honoured their guarantee
Mandurah Forum Specsavers. Husband bought bifocals in June 2019. From quite soon after pick up he said he couldn't see well through them because the lenses were fuzzy. He thought he imaginedit (!!)until other people told him his glasses looked like crazed pottery. This week (March 2021) he went to an independent optician who told him his glasses were crazed and to take them back to where he purchased them. In the meantime I printed off the two year lense and frame warranty.
Initially today they were not keen to replace the lenses, saying...they had a 3 month, then later a year warranty. I produced the warranty I printed from the internet stating two years and the pleasant staff member we were dealing with took the glasses to her manager for discussion. A short time later we were told that they will indeed replace the crazed lenses free, as per guarantee. Thank you Specsavers Mandurah Forum WA.
Buying Contact lens
Ordered lenses got an email after 2 weeks saying my order was delayed indefinitely- refused to refund until it was shipped date unknown... I called my bank to contest this fee which my bank was happy do given the circumstances (would recommend doing the same)
2 for one new glasses
one bifocals and one sunny s 3 weeks later and come pick up your glasses sir.
bifocals great, sunnys out of focus and I would have to wear them in?oh OK I said so 1 week later still no good so we will adjust the frame ,give that a go so 1 week later we told you you have to get used to the glasses??all in all 6 people saw me and only one offered me a pair like the bifocals which were perfect.
got new pair back 3 weeks later and were perfect so was the glasses fault in the beginning ,made me feel like a old winger and it was my fault all along, and after all this I get text that my new glasses are ready to pick ,what a joke
Poor example of customer service
Return of faulty frames after only after three days of purchase, frames fell apart
On return to the store only a replacement could be offered due to policy of the store. In fact theses frames were a replacement for the first pair that had faults and had to be returned.
The manager over rode the first offer from sales assistant for a refund. The manager wanted me to accept a third replacement !
My point for refusing this offer was there was a quality control problem from the manufacturers. I would be happy to pay more money for a different fame. No was the answer.
Out of frustration I left the store without any glasses.. As the decision was not customer focused.
Untrained sales staff masquerading as opticians
I will never buy glasses from Specsavers again. Firstly, every customer should know that the glasses are not made up or fitted by trained opticians. They're just regular sales people with zero training in optics or optometry. Customers should also know that ALL the lenses are ground in China and are the cheapest, thinnest lenses Specsavers can get away with, so there is no room for adjustment if they stuff up. The lenses are too thin and cheap to handle it. My husband and I bought 5 sets of glasses between us (including two sets of sunglass...es). The prescriptions on all the glasses were so far out that we couldn't use them at all. When we took them back, the sales woman insisted they were all correct. When we took them to a proper optometrist to be checked, they turned out to not only be incorrect prescriptions, but the lenses were also jammed into the frames without any reference to how they fitted on the intended person. The pupil lines on my glasses were set for a cross-eyed person looking permanently at the floor. My sunglasses didn't have the correct UV filters on them and were therefore no use for UV protection against macular degeneration. The frames they insisted were "right" for me, didn't even fit on the bridge of my nose. On top of this, they insisted I needed separate reading glasses, even though I have never needed them (and still don't). We have had nearly 12 months of eye strain, neck strain and headaches because of this. And how do Specsavers respond? By insisting that everything is correct, even when they are presented with evidence of their mistakes. No refunds. No apologies. No admissions. Just bare-faced lies and incompetence. Don't waste your money at Specsavers. Go to a real optometrist with a real dispensing optician on site.
Health Fund Scammer
Spec Saver ordered glasses without me at the store and not even speaking with me. Two pair of glasses I got which is exactly same as last year. Now they refuse to refund to my health fund saying they cannot do. Since I got them without anything out of pocket I have to keep quite. This happened last year because I didn't take photo of what I chose I kept quiet. This year is outrageous.
- Specsavers Retail Stores
Not as advertised at Charlestown Specsavers
I ordered a pair of glasses which are advertised for $399. I thought the price seemed expensive so perhaps the quality will be worth my money. I was offered a discount and so I purchased the glassses at a disounted price.
After I received them I noticed a few things which were not as they were advertised.
The arms were bent out of alignment and the holes for the frames and lenses were drilled in the wrong place. The aesthetic of the glasses was completely incorrect.
I gave the glasses to an employee of the Specsavers at Charlestown and I was...
Fake Product Marketing
I received my new pair of glasses with Ultraclear Superclean lenses and immediately noticed that the lenses are not any good at smudge resistance and would also need more efforts to clean than my other glasses with standard lenses.
Took the complain to Stanhope Gardens Specsavers. They kept by glasses for a week and no call back.
When I tried reaching back to them, they mentioned the product is not actually smudge resistance and the replacement lenses would also be the same. The lenses come with anti-reflective coating and that is the only...
Waurnponds victoria went in to get my sunglasses fixed AGAIN !!! Slow service ringing around to check if there their glasses what the !!! Unprofessional to say the least anyway manager sorted it out eventually
“It’s normal for the screws to fall out” – Eastland, Vic Specsavers staff.
Kept returning as the arms fell off, noticed they jammed the wrong size screw in the hole to try and repair and on complaining? Staff told us "customers come in all day every day with this issue" and we should use "nailpolish at home" to fix their faulty product.
As glasses were one month out of warranty, they refused to do anything further. As did the store manager in response to a written complaint.
You get what you pay for - and that will be the lowest of quality and support at Specsavers.
I have spent several $1000s but they wouldn't replace frames that fell apart, claiming I must have been too rough.
Questions & Answers
I’m surprised that when I went into spec savers to have a broken arm on my glasses repaired they couldn’t offer the original arm but a non matching one. Surely this a spare part that should be easily obtainable
The thread attaching one arm of my glasses has already worn away after only 5 months, can I get replacement frames?
Get an answer from our members and Specsavers representatives
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