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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think they've lost their minds?

138 replies

OneTiredMam · 21/02/2022 12:28

During the pandemic specsavers have been a bit OTT.
Locking customers in the store, taking temperatures etc. i could deal with that.

Now they have a new policy where they refuse to see children until after 3.30pm during weekends and weekdays.
My DS needs his glasses, but they are refusing to give him a mid day appointment despite it being half term.
My DS has autism and relies on routine, they know this as I explained and was given a eye test in the day time and it was fine they were happy to adjust for him.

Now they are being awkward and won't let him collect them till 4pm and he won't cope with his routine being changed. I've explained to the manager and they are still being awkward as hell meaning either my DS will have a absolute melt down and probably refuse to collect them or he goes without his glasses that he needs.

AIBU to think there discriminating?

OP posts:
Original poster
OneTiredMam · 21/02/2022 12:57

No @Mistyplanet as they'll be checking the frames on his face, he doesn't cope well with routine changes last time I changed his routine he kicked my car and left a dent. I am not putting him through that again or myself.

OP posts:
Everydaydayisaschoolday · 21/02/2022 12:57

Specsavers works like a franchise so different branches will have their own policies for things. That probably also explains why there isn't a HO contact number to complain to.

I had a similar issue with a particular branch and complained via Resolver. It's a free online complaints tool. The matter was sorted within hours!

www.resolver.co.uk/

8stone13 · 21/02/2022 13:03

I came to say the same as @Everydaydayisaschoolday - Specsavers is a franchise. The good news on that is that they very much have to retain their local reputation, which may help if you do speak out about them in your area.

I've been with my Specsavers for 28 years, the head optician has an Autistic DS like me and they've always been very accommodating. Good luck OP.

MsFannySqueers · 21/02/2022 13:06

OP you are not being unreasonable at all, disgraceful behaviour by Specsavers. When will all these ridiculous rules and routines that many businesses are still intent on implementing go? Can they just keep these rules forever because it suits them?

Boysnme · 21/02/2022 13:08

Specsavers have always been great with my kids but they are a franchise so will be different. Ours doesn’t have those ridiculous rules though!

BlackeyedSusan · 21/02/2022 13:12

Ask them in writing why they are not willing to make a reasonable adjustment for his disability. And find out if you can report to a higher up/ governing body.

RedHelenB · 21/02/2022 13:15

3 30 is still daytime though? I think they sound a bit barking but as a one off I'd go as early as possibke, take his tablet/phone or whatever and have them ready for school.

2bazookas · 21/02/2022 13:15

@NewIdeasToday

Why not go to a different opticians?
I've worn glasses since age 8.

That's the last place you should have gone to for professional caring service.

If you want to use a national chain, I recommend Boots. Otherwise, ask locals which private business they recommend from experience.

marqueses · 21/02/2022 13:20

Google seems to have two phone numbers

Customer services 0808 172 00 72

Head Office 0115 933 055

Have you tried those?

Original poster
OneTiredMam · 21/02/2022 13:21

I've always used specsavers for myself and never had a issue. We don't have a boots opticians by us but there's another one I'll be using from now on.
3.30pm is day time yes, but when your child has a strict routine and is only happy going out between 10-2 in the day it's bloody hard, I wish people would have more understanding about how catastrophic it can be.

OP posts:
marqueses · 21/02/2022 13:22

[quote Everydaydayisaschoolday]Specsavers works like a franchise so different branches will have their own policies for things. That probably also explains why there isn't a HO contact number to complain to.

I had a similar issue with a particular branch and complained via Resolver. It's a free online complaints tool. The matter was sorted within hours!

www.resolver.co.uk/[/quote]
It says they don't take part in resolver, maybe too many complaints since they sorted out yours and they've dropped out

LizzieSiddal · 21/02/2022 13:25

I too would ask to speak to the manager, explain that he/sue is coming very close to discriminating against your child under the Equality Act and you will be taking this further if they won’t give you a suitably timed appointment.

Thesearmsofmine · 21/02/2022 13:29

I’ve heard so many stories about Specsavers havi terrible service. There is no reason that they cannot see children during the day. YANBU

Branleuse · 21/02/2022 13:31

Specsavers is a bit of a nightmare since covid. How old is your son? Whats his understanding like?
Maybe if you made him a social story about it. About the appointment time change. About how sometimes we have to do things at a different time but its ok. Also a now and then board. Something Along the lines of...

Usually we go to the opticians at 12pm. I like this time for seeing the optician. Sometimes we have to do an appointment at a different time. This is ok. Everything else about the appointment will be the same.
We will wait in the waiting room until the optician can check my glasses for me. In the waiting room I will have my fidget toys to play with.
When we have finished my appointment we will go and have an icecream and then we will go home and I will be able to see really well with my new glasses.

Branleuse · 21/02/2022 13:32

Id do it as a comic strip. Siobham Timmins has online tips about writing social stories. Shes brilliant

Staffy1 · 21/02/2022 13:33

@OneTiredMam

I've left them a tweet asking why their store is discriminating against disabled people. I'm going to ask the manager for it in writing and then add in that I'll be sending it to the local paper so we'll see where I get.

Can I ask them to send the frames back and get his nhs voucher back so I can go elsewhere? I'm so annoyed. I've rang round other opticians local to me and they've all said I can just go in with him and select a new pair just need the voucher. 🤦🏻‍♀️

Yes, I would do this. Even if they won’t do it, it will get across just how annoyed you are. Also as a PP said, ask for someone higher up, or call their main help line. I did this once for an emergency appointment as the local branch had an arsehole on duty who was on lunch and couldn’t spare two minutes to see me for what could have been an emergency. The person on the phone was disgusted by them and got me an appointment at another nearby branch. Obviously you need to see the same branch that has the glasses, but they might be able to have words with them and get something sorted.
MrsLargeEmbodied · 21/02/2022 13:34

can you try another branch, ours seems to be ok

Original poster
OneTiredMam · 21/02/2022 13:37

I've spoke to them again, I told them it was discrimination as she was being awkward and like magic the manager found him an appropriate time and day for him to collect his glasses.
I'm still annoyed as I shouldn't of needed to "play the disability card" Angry but least it's sorted, thanks for all your advice.

OP posts:
BigSandyBalls2015 · 21/02/2022 13:40

As someone said it is a franchise and they vary hugely. The one I go to has always been fab. DD went to a different one last week. Said it was hugely disorganised, the staff were rude and when she sat in the wrong place they reacted as though she had done something horrific!! And she's usually very laid back about everything.

When the time came to pay the lady gave her a prescription and waved her away .... DD just left. So at least she got a free eye test.

Hankunamatata · 21/02/2022 13:42

My independent refuses to see my asd children as they wont wear masks 🙄. Specsavers will though 🤷‍♀️

AnxiousHeffalump · 21/02/2022 13:43

I took my son to spec savers at two pm for appointment on Saturday. There were several children in there.

OinkyO · 21/02/2022 13:44

@OneTiredMam

I've spoke to them again, I told them it was discrimination as she was being awkward and like magic the manager found him an appropriate time and day for him to collect his glasses. I'm still annoyed as I shouldn't of needed to "play the disability card" Angry but least it's sorted, thanks for all your advice.
Glad it's sorted but that is absolutely terrible to have had to have had to go to that much trouble. You and your child are a customer like everyone else.
FavouriteFortnight · 21/02/2022 13:46

What on earth is the rationale for only admitting children after 3:30 in the first place?

I completely agree OP, it is the most reasonable of reasonable adjustments - I am glad they’ve relented but they shouldn’t have made it so hard. You shouldn’t have to battle for stuff like this.

Arabellla · 21/02/2022 13:47

YANBU, Specsavers are truly fucking awful. The optician / optometrist was fine, it's the after care and the pushy sales routine that is horrible.

I also get a VDU voucher and I dread making the appointment every year.

Trying2310 · 21/02/2022 13:47

I roll my eyes every time I listen to their over the top covid phone message each time I call. However, they were amazing with my autistic son recently and went out of the way to help with him. Phone the branch manager and complain. They should make reasonable adjustments under the disability act.

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