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Original poster

Specsavers have bungled my glasses and won't fix them...help!

26 replies

BobbyBanana · 28/10/2018 20:07

I ordered new glasses from Specsavers. They are varifocals, which I have had from them before and worn for the best 2 years.

They made up the new prescription but when I went to try them on there was almost no way I could focus through the glasses. The assistant worked out that the lenses had been made up to work only if the glasses were right up above the bridge of my nose, which is uncomfortable and not the way I wear them.
They remeasured for the way I wear them and had them made up again.

Today I went back in to pick up the new pair and they still aren't right - I can't find a place to get reading focus anywhere in the lenses. It's awful.

The assistant there said that they wouldn't make them up again for me - but compared against my current glasses they are terrible!

I've paid £220 for them. What can I do? I left them in the shop and said I'd go back on Wednesday but she warned me that they wouldn't do anything. But it's not my fault if they haven't made them up so I can see through them...

OP posts:
Fairylea · 28/10/2018 20:08

They should change them. The assistant isn’t being honest / helpful. I’ve had bad glasses from specsavers before and they have changed them. Ask to speak to the manager next time.

abbsisspartacus · 28/10/2018 20:08

Escalate it to head office have you paid for them yet?

SauvignonBlanche · 28/10/2018 20:10

I had this with the second pair of Varifocals I got from Specsavers but they admitted they hadn’t been measured properly and fixed them.

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Redken24 · 28/10/2018 20:14

Not the same experience but I went in before to have mmine tightened as the arms/legs lol had become really wide. The guy made the ear bit rounder and extremely uncomfortable and wouldn't listen to me that they would still need to be tightened properly. Go back! Some people should not be in customer service.

bl00dyminecraft · 28/10/2018 20:14

Have they checked them to make sure the glasses match the prescription or that they haven’t inadvertantly been swapped with someone else’s?

WindyWednesday · 28/10/2018 20:14

As far as I know, all specsavers are franchises so maybe speak to the top person in the store.

Also they offer 3 months no quibble policy on changing. So even if they were ok, you could still change them.

My DC wear glasses and specsavers made a massive error once, which meant DC couldn’t see properly and had a big fall and really hurt themselves. I complained and got escalated to a special person who did solve the issue and the service was good. But after that I couldn’t trust them and now use an independent, who are amazing.

Original poster
BobbyBanana · 28/10/2018 20:15

Yes I've paid.
They have been fixed once but it wasn't correct.
So this is the second pair of glasses.

OP posts:
TroubleInSnowland · 28/10/2018 20:15

My husband just returned some glasses that were uncomfortable (kept sliding down his nose). He returned them under the 2week no quibble guarantee.

StoorieHoose · 28/10/2018 20:18

I had so much bother with my varifocals from some savers that I will not be back and have moved Dd to another opticians too. I cant afford to buy another pair so I am constantly squinting and screwing up my face to find the right spot to see through. They made three attempts and I had to change frames to try and fix them and I lost patience and gave up

Theknacktoflying · 28/10/2018 20:19

There must be more than this to it .... surely?

If they aren’t fit for purpose ??

Jaguarana · 28/10/2018 20:22

Go back and ask to see the manager & tell them what you've told us. Varifocals can be tricky to get right. My first pair needed two goes to get right and my second pair took three goes. Most varifocals come with a guarantee that you get your money back if they don't work for you, so you should be able to get a refund. I had awful trouble with Specsavers a few years back so changed to an independent - even then there's no guarantee that they'll get it right, but they are usually more interested in sorting things out.

Original poster
BobbyBanana · 28/10/2018 20:22

@Theknacktoflying how do you mean, more to it then this?

OP posts:
Theknacktoflying · 28/10/2018 20:25

Just sounds bizarre why a company would charge a huge amount dor something completely useless ... can you speak to the manager/is the prescription correct?

Original poster
BobbyBanana · 28/10/2018 20:35

Yes I'll go back and speak to the store manager

OP posts:
SingaSong12 · 28/10/2018 20:42

Hope things get sorted out. Just in case I suggest that you keep a record of all contact, date, person and what was said/happened incase you need to take more action.

InterstellarScreamingElla · 28/10/2018 21:29

I had same with Specsavers, with readers and distance glasses. My old glasses were fine but they said i needed a new script and so I bought them and then couldn't use them. I had the new lenses put in my old frames and i asked for them to put my glasses back to my old script but they refused. So I ended up going elsewhere and getting a new test and script done so that i could see.

starrynitelight · 28/10/2018 21:40

Haven't RTFT but this EXACT thing happened to my mum in spec savers
(She even thinks they didn't send them off to change them for the second time)

They gave her a refund, no problems.

Theknacktoflying · 01/11/2018 09:17

Bobbybanana - have Specsavers managed to fix your glasses?

Cutesbabasmummy · 01/11/2018 10:54

I think they are dreadful.. My DH's glasses fell apart (the arm snapped) after 4 months. They said they didn't make that frame any more so he could have 40% off a new pair! This was the second time that had happened. With varifocal lenses etc this was still a £400 bill! They are utter rip off merchants. I always use Boots and find they are very helpful.

GemmeFatale · 01/11/2018 10:57

If you paid by credit card you might be covered that way too

wowfudge · 01/11/2018 11:04

I was thinking credit card protection - you've paid over £100 so if they won't sort it to your satisfaction then ask for a refund. If they won't give a refund, contact your credit card company.

fromdespairto · 01/11/2018 11:08

Specsavers have a 3 month no quibble no fuss as stated by PP. They will refund for any reason in that time. Hope you got it sorted OP.

Spidermamaz · 01/11/2018 11:10

Get a refund under their no quibble policy and go elsewhere.

Original poster
BobbyBanana · 02/11/2018 21:00

They were very good when I went back.
The girl that saw me was confused as to what had happened and why I'd been told it was my last chance.
I have brought the specs home with me to try a bit longer, she said I have 3 months from now to make my mind up and can get a full refund if I want.

She's also booked me in for another eye test next week to see if they can find out more about my fast deteriorating eyesight.

I exuded full lovely-mum vibes at her and I think that helped Grin

OP posts:
scaryteacher · 02/11/2018 21:32

Check they are the right lenses. i went in to collect my non varifocal glasses and couldn't see anything through them, but could through my original glasses. I pointed this out, and they checked the lenses, and it wasn't my prescription in the lenses! It was corrected fairly swiftly.