Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
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:
OinkyO · 21/02/2022 13:49

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

My only idea was that they were the least popular slots so the kids get them as they spend less/use the voucher. Which is unfair.

mumda · 21/02/2022 14:00

@Nosnogginginthekitchen

Can you collect without him? It does seem a bit dictatorial - ask to speak to the next person up? Perhaps whoever you spoke to isn't 'powerful' enough to go against policy
No! They need to be put on and checked for fit!
EmmaH2022 · 21/02/2022 14:04

They locked customers in the store?

StationaryMagpie · 21/02/2022 14:07

@OneTiredMam

I can go to a different one, but it means paying for another pair of glasses as specsavers used the nhs voucher for that pair they won't let me collect and no they won't let me collect without him there.
They will let you collect without him. I had to do it for my Autistic DS who just point blank refused to attend the appointment.

I went without him, collected his glasses, and took him back for an adjustment a few days later.

Rosebel · 21/02/2022 14:09

Specsavers have always had that policy. It sounds like your local one wasn't following the rules and has been pulled up on it. Or at least it's always been the policy at the ones I know.
I would go somewhere else and double check their policy.

Original poster
OneTiredMam · 21/02/2022 14:11

@EmmaH2022

They locked customers in the store?
Yes and they still do! It's to stop customers coming into the store "unchecked", it's bloody ridiculous. There was an really elderly man waiting outside in the freezing cold rain for ten minutes waiting for his appointment the other week. Angry I'm pretty sure they're going to continue with it even when the restrictions are dropped this week too.
OP posts:
covilha · 21/02/2022 14:11

Just ask again to come earlier, making sure they know he has a diagnosis. When they continue to refuse, politely explain that you are sorry but you will have to report them for discrimination against disability. This has always met with recapitulation in my experience

EmmaH2022 · 21/02/2022 14:13

Sorry, OP, I realised afterwards what you meant.

Lots of places locked the door to monitor customers. I don't defend any measures but Specsavers certainly weren't the only store doing it.

negomi90 · 21/02/2022 14:13

Are you near another branch? You can get them to send the glasses there and pick up from there for free

Bootothegoose · 21/02/2022 14:21

We stopped using Specsavers after lockdown. Their customer service was appalling and their in store policies are farcical.

I went with DD in July of 2020 maybe and we were instructed on the door we had to stand in separate boxes marked out in hazard tape on the floor. DD was only infants age at the time and I argued with the manager at why she couldn’t stand with me but he was resolute. Turned around and walked out. It wasn’t the first time they have acted like twits either.

He was rude, condescending and the whole way he handled the situation was massively unprofessional. I go through glasses like water, DH wears them and now both children. They lost a good few hundred pounds a year.

Roselilly36 · 21/02/2022 14:24

Specsavers do prevent booking children’s appt in the day time, I have noticed this, but probably for these reasons, under 16 specs need to be fitted and checked by an optometrist, noon appts could be tricky optoms lunch break etc. However, as these appts are NHS funded, you should be able to book at a time that suits you rather than them.

WeirdlyKind · 21/02/2022 14:25

www.specsavers.co.uk/news-and-information/offices

Head office contact details.

To tweet them, start a new tweet, then paste @Specsavers followed by your message.

So like "@Specsavers can you help with an issue with your xxx store not accommodating my autistic son's needs?"

RemusLupinsBiggestGroupie · 21/02/2022 14:26

I can't understand why they're still policing the doors and making customers pretty much beg to go in. So weird. I've always been a fan of Supersavers, but thinking of taking my custom elsewhere after a couple of really annoying visits and broken glasses which they wouldn't even contemplate trying to mend.

WearyGranny · 21/02/2022 14:26

Is it to do with missing school? Our school put a strongly worded message on the school app, saying that parents should arrange children's appointments outwith school hours - doctors, hospital, opticians, dentists etc. Has your Education Department contacted opticians to discourage attendance during school?

My SN caree simply cannot do a full schoolday then be exoected to read off a chart or be touched. Or basically follow any instructions after 3.30.

FlouncerSIT · 21/02/2022 14:26

As others have pointed out, Specsavers is a franchise; I've had terrible service at some and excellent service at others. (And Boots aren't always perfect either - one of the salesmen in our local branch is so snooty and snarky I won't ever set foot in there again - wanted to know why I was opting for the cheapest frames; er, because my lenses always cost in excess of £400 at Boots due to the weird prescription I have?! So, you know, sorry you won't get whatever additional commission those designer frames might mean for you, mate...)

I've personally always found leaving a review on Trustpilot a very good way to get a message to/about a company when all their usual routes fail....

WeirdlyKind · 21/02/2022 14:27

Gotta say the store in my town does none of this and the staff are brilliant!

DysmalRadius · 21/02/2022 14:29

A home educating friend of mine has come across this - he tried to book his child in for a routine eye test and was told that they couldn't have an appointment between 9 and 3.30 as 'she should be at school'. No further reasoning or discussion to be had, apparently, but at least they were still in a position where they could vote with their feet.

Zippea · 21/02/2022 14:30

Their customer services is dire

I booked an appt and was made to wait on the street because they wouldn’t let me in. Then they told me off for being late. At the same appt they put me in an upstairs room despite me asking for a downstairs consult due to mobility issues. They said they would switch me to a downstairs room but I’d need to wait for an hour. So I went home.

They don’t appear to be aware of disability issues as I’ve also had issues with their audiology team so have transferred mine and my family’s care to Boots.

lucillelarusso · 21/02/2022 14:30

Specsavers verbally abused my ASD DD 18months ago - it was so shocking we just left. Wrote to them to complain and they denied it - despite me having a video. Wrote to head office who sent an apology and a promise to investigate. Since this I have heard so many awful stories, they are truly horrific.

Zilla1 · 21/02/2022 14:33

Might be an idea to telephone again and ask to speak to one of the directors (franchise owners) to explain the circumstances to a decision-maker in the context of half term and you DC's requirements for some flexibility.

HunterHearstHelmsley · 21/02/2022 14:34

@EmmaH2022

They locked customers in the store?
Mine did this years pre-Covid. Last time I was in there, the saleswoman would literally not let me leave until I'd selected glasses. I had to kick off for her to let me out, she then wouldn't give me my prescription as it can only be used here.

I left sans prescription and went straight to a different optician for an eye test. I barely needed glasses anyway.

Nailsbythesea · 21/02/2022 14:36

Ours makes anyone wait outside in the freezing cold.

I witnessed an eldery man clearly deaf, being asked and shouted at for his address and then loudly being given him appointment time and asked if he lives alone -yes he did --he couldn't use the phone as hearing issues -why not tell the entire town when he will be out of his house attending his appointment FFS -poor guy !

Nailsbythesea · 21/02/2022 14:37

Ps also saw a mum with a young child having to wait outside. It was minus 3. They apologised for 'running late' but she still had to stand for 20 minutes outside!

hiredandsqueak · 21/02/2022 14:39

Tbh we have had awful customer service from Specsavers also with dd who has autism. Tweet them, that seemed to get the matter resolved for us. We won't be using them again though will look at booking at an independent opticians next time.

ChampagneLassie · 21/02/2022 14:41

@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. 🤦🏻‍♀️

As someone else has said have you spoke to the store manager? I think you need someone with authority. Be calm, must be some mis-understanding and explain what you need from them. And if they won't do this give your money back. You've wasted a lot of time and energy on this. If they can't accommodate that you will then go to local paper etc Tweeting only works if you've got a good following or it goes viral. I feel annoyed enough on your behalf its making me think I'll change businesses
Swipe left for the next trending thread