It's unfortunate that I have to write this review. If you look at my review history, you'll see that I rarely leave negative reviews—most of my reviews are 4 or 5 stars. If I have a mediocre experience, I usually move on. Unfortunately, my experience at this Specsavers location was one of the worst experiences I've had.
On May 25, I visited this location to purchase two pairs of prescription glasses: one pair of sunglasses and one pair of regular glasses. The salesperson suggested an eye exam. Since my prescription hadn't changed, I asked whether they could first submit a predetermination through my insurance. I was told they couldn't, so I proceeded with the exam. Afterward, I learned my insurance only covered $50 of the cost, leaving me to pay the rest out of pocket. Another employee said they actually could have done a predetermination, but the salesperson wasn't aware. Although disappointed, I accepted the cost and moved on.
I was told my glasses would be ready in 14 days. When I hadn't received a call, I contacted the store myself and was told they were ready. However, when I arrived, I discovered the lenses had been placed in the wrong frames—the sunglasses had the clear lenses, and the regular glasses had the sunglass lenses. I was told they would need another 14days to remake them.
Given the misinformation about the insurance and the ordering mistake, I politely asked whether the store would refund the portion of my eye exam that I had paid out of pocket. The employee asked the owner, who declined.
While I was discussing the matter with the employee, he said he had to leave and asked the owner to speak with me. Unfortunately, the owner immediately became confrontational, raised his voice, and questioned why I was asking again about the refund when they had already said No. Rather than acknowledging the mistakes or apologizing for the inconvenience, I felt I was being treated as though I had done something wrong. Before leaving, I told him that I had simply been having a respectful conversation with his employee and that it was only after speaking with him that I became genuinely upset. Good customer service isn't about agreeing to every request—it's about listening, showing empathy, and treating customers with respect.
After another 17 days, I still hadn't received the promised text that my remade glasses had arrived. When I called, I was told, "Oh yes, they're here." Once again, no one had contacted me as promised.
In total, it took 31 days to receive my glasses. When I finally picked them up, I was so uncomfortable returning to the store that I didn't even stay to have them adjusted. I simply left and will go elsewhere if they need fitting.
Mistakes happen in every business. What matters is how they're handled. Unfortunately, the repeated communication failures, the ordering error, and, most importantly, the owner's treatment of me overshadowed what should have been a straightforward purchase. I hope no other customer has an experience like mine.
