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Dolland & Aitchison

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60 Reviews

/ Type: Opticians

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    60 Reviews
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      01.04.2012 00:25

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      Disappointed with their service

      I have just been into complain about the glasses I purchased in 2010 . I am onto the proposed 3rd replacement of the same frame. but yet again the same problem has reoccured. When I suggested that I would like to now try a different make I was refused as the lenses were purchased in 2010, and I could only have a replacement frame. I've hardly worn the glasses over the past 2 years.
      The rather austere employee made me feel very uncomfortable about complaining with no apology, first insinuating it was my fault because I took the glasses off incorrectly. I showed her how I took the glasses off and she went qiuet on that one ,saying these are a good make and was surprised !!!!! I am currently wearing my glasses that I have had for about 4 years which they no longer do ( shame the quality is so much better).

      Things got quite heated and I asked for the manager . They don't have one ! I now have to phone up head office to complain further .#
      I have been a loyal customer of D and A for years, but things aren't what they used to be .
      I am waiting for Monday to phone Trading standards to check my position .Surely the quality of these glasses has proved that a refund is in order ,or a change of frame including new lenses.
      Will keep you posted !

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      05.11.2010 17:32

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      Been using my local Shepton Mallet D&A for 10 years now never had a problem with them, staff are really friendly and a bit of a laugh plus the examiner is a decent chap, the eye tests that are carried out are good and any questions I ask get answered, I do tend to get my glasses on line so I just take away my prescription but they don't stock the glasses I prefer to wear but there is no quibble there as I've heard of opticians get a bit funny over the idea of you getting glasses else where, having said that when I first started going there the D&A glasses were of good quality I am a car mechanic so glasses need to be bomb proof with me.

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      10.10.2010 17:29
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      I would not go anywhere else now

      WOW now that's what I call service. Last year both me and the wife were with another Opticians (see my other review!!), however, this year we decided we needed a better service so off we went to D&A in Bath. The wife and I have both been glasses wearers for many years now and after the service from D&A we asked the question why we have not been coming here for the last 17 years.

      We got to our appointments and we went in on time!!! (that's never happened to us before!) The eye test itself was thorough, we both had tests carried out on our eyes that have never been done before. The whole test lasted nearly an hour and we both felt like the Optician cared about what they were doing and clearly wanted to make sure that there were no problems.

      We both decided that we wanted some new glasses, the Optician showed my wife the ranges and all the different prices and a salesperson helped me. They assisted us around the shop and helped us with the purchase. The wife decided to get some designer glasses, had an anti reflection coat added and also had transitions (change to sunglasses when there are uv rays) for £199 (with a 20% discount voucher). I decided on some designer glasses, had anti reflection coat, transitions and had thinner lenses for £250 (again with a 20% discount voucher)

      The staff were helpful, explained all possible options and most of all they cared about you as a person and not your wallet. The only negative would be that I would have preferred to look at glasses by myself and then called them over when I had finished, however, as I didn't ask to do this I can't really moan too much!

      When it came to my glasses I have to have them thinned down otherwise as the wife pointed out to me I would have bottle tops to wear! I had to stick to my guns and insist that I only wanted lenses that were slightly thinned as I didn't want to pay £250 for what the salesperson was offering. In the end she called an optician over and for the first time ever it was explained to me in detail how thinned lenses worked and why it would be an advantage to have thin lenses. The Optician also agreed with me that the option I was choosing i.e. the cheapest thinned lenses would suit me fine (£150).

      I don't think the salesperson was trying to make me spend more money, I really believed she thought it would be best for me.

      We were told when we bought the glasses that it could take up to 10 days for them to be ready so when my wife got a telephone call 4 days later/3 working days we couldn't believe it. On arrival, again the staff were helpful and explained if for any reasons we were not happy with them we could come back.

      Overall I would highly recommend D&A to all and if you look on their website you can get some good offers. I did find that because I had already asked for a special offer to be emailed to me once before that I get offers emailed regularly, however, I think this was an advantage as when I looked on the site to get the same discount for my wife I couldn't find it on there. In the end I used the link that I had been emailed and put in the wife's details so we both took advantage of 20% off our glasses and a free eye test (worth £27.50).

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        10.08.2010 16:39
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        A trustworthy and professional optician

        I tried Dolland and Aitchison after a bad experience with Specsavers, and I was really pleased with the result. They are a bit pricier overall, but there are still some good deals to be had at D&A.

        One of the reasons I went there for an eye test was the fact that it was free with a Nectar card voucher, but I am very pleased that I was prompted to go there.

        The eye test was thorough, professional, and easy. I didn't feel rushed at all and the optician was also very thorough about talking me through my current contact lenses and glasses and her recommendations for me. She picked up on a problem with my prescription that had been interfering with my vision. She recommended that I switch contact lenses as the ones I had didn't fit properly, and it made a huge difference to me. You can trial new contact lenses there and ten go back for an assessment to make sure you're totally happy with them before you buy.

        The service I received from the sales people was also excellent, and the only slight disappointment was that the range of glasses did not have very many that suited me very well. However I did eventually find a pair that I absolutely love, and when I received them they fit perfectly (a previous pair from another opticians came back much too tight--they fixed it, of course, but what an inconvenience!), and they even arrived a few days sooner than I was told they would. The lenses and glasses themselves are very good quality.

        I signed up to the contact lens by post scheme, which has a lot of benefits. I got half price on my glasses because of the scheme, so I was able to afford a much better pair than otherwise, and it means further eye tests are also free. You can choose how often you receive the contacts, as I don't wear mine every day so I just get mine every other month. The lenses come in the post, always when expected, and you pay by direct debit, so it is all very convenient. I have heard some people have had problems since D&A was taken over by Boots, but I am still getting my lenses right on time.

        Another benefit of D&A used to be that they were part of the Nectar scheme, they aren't anymore which I think is a shame, but it won't stop me using them. They also have very convenient opening hours, some of their branches are even open on Sundays which makes finding time for an appointment very easy.

        I would thoroughly recommend D&A to anyone after my experiences in two different branches in London and with their contact lens by post scheme.

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        18.07.2010 21:13

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        Dont bother, try somewhere else, anywhere else, you are right I did then go to specsavers

        Purchased three pairs of glasses costing £290
        the prescription sunglasses are fine but the reading and distance glases are absolutely appalling quality.
        first week both lenses fell out of the reading glasses. Returned them and they were fixed - took one week. Lenses fell out within one day.
        Now both pairs of glasses are only suitable for the bin. The lenses heep falling out and the frame screws keep coming loose. In th past I have used Foster Grant reading glasses at around a tenner. These are much better quality that the D&A glasses.

        I cant understand where they have gone so wrong. Years ago I had agreat quality glasses from D&A for many year - but believe me the quality of the two pairs I purchased this year is appalling - I would estimate about £5 is the real value. the frames are simply falling to bits - and yes you know the screws holding the lenses in place are installed from the underside?? So when they come loose, a daily event, the screw falls on the floor ?? Dont D&A have a clue ? put the screws in from the
        top then at least when the screw comes loose it does not fall out onto the floor ?

        I will definitely NOT be purchasing any more glasses from D&A Ever again.
        I have now purchased four pairs from Specsavers - frames are much better quality But the lenses are not as sharp as those in the D&A glasses.
        So Specsavers are a better bet but maybe someone knows a Optician that sells quality frames ? Let me know

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        12.07.2010 23:21

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        Contact Lenses by Post mess-up

        I'd been a customer of D&A for years, with their Contact Lenses By Post scheme. I was happy, even paying a bit extra for their lenses because of the good service from my local Warrington store.

        Something has gone wrong with the Contact Lenses By Posts scheme though, I think it's since they were taken over by Boots. The lenses used to arrive like clockwork, on the doormat on the 21st of the month. But 3 months ago they just stopped arriving. I paid for my lenses via direct debit - that stopped too. I didn't get any letters about it, no request for me to come in for a checkup - no explanation - and no problems at the bank that may have gien them just cause to stop serving me. I felt like D&A had decided they didn't want my custom anymore (or are just incompetent?).
        I know that really I should ring their call centre to find out what has gone on, but too annoyed & so will go elsewhere for my lenses now...they're cheaper elsewhere anyway! Has anyone else had the same problem?

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        09.07.2010 20:57

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        AVOID D&A (now part of boots the chemist) LIKE THE PLAGUE!!, They had three attempts at getting my prescription / spectacles right over a 5 month period and still got it wrong on the last attempt... awful!. In the end had to get a refund and went to a proper Opticians, it seems bigger is not necessarily better.

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        23.04.2010 13:35

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        AWFUL AWFUL AWFUL!!!!!! Used D & A for the first time recently after having an eyetest at my usual optician (Specsavers) cancelled due to the optician being off sick... it has turned out to be the worst retail experience of my life!!! Maybe it's just the branch in Ashford, Kent, but it turned out they gave me very poor advice on frames, and their after care service is just appalling. Wrote a letter of complaint to the head office (turns out to be Boots... I never realised before that D & A are owned by Boots!!) and 2 weeks later I haven't even received an acknowledgement, despite their website saying they would respond within 2 days!!! Have sent another complaint via e-mail 3 days ago and STILL haven't heard anything!!!! I will NEVER use D & A again... and will think twice before ever using Boots again too!!!!!

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        09.04.2010 18:23
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        I don't recommend.

        I don't recommend Dolland & Aitchison as I've had several problems with them: the wrong spectacle frames being ordered (I needed the specs so accepted the error); the wrong pack of contact lens cleaning fluids being sold to me. I didn't notice the mistake until I got home so had to trek straight back into town. And then the staff quibbled over an exchange even though the pack was clearly unopened, still in its bag and they could see from their database I use gas permeable lenses, not soft.

        On another occasion a pair of monovision contact lenses they prescribed were impossible to read with so I had to have a special pair of reading glasses ordered with a different prescription in each lens. Having never had monovision before I assumed this was the best I coiuld expect.

        Since then I have been prescribed proper monovision elsewhere (not D&A) with which I can read without glasses. Excellent. Needless to say the glasses from D&A are now unusable. An expensive waste.

        The most recent saga involved contact lenses that took D&A six weeks to process. In the interim they sent me a mismatched pair (one distance, one varifocal!). I had to phone the branch several times to try and get it sorted out, each time being told that 'someone' would get back to me. On only one occasion did someone call back and then she couldn't tell me anything positive.

        One member of the reception staff very rudely told me in so many words that D&A were doing me a favour in sorting out their problem! (D&A seem reluctant to ever apologise for their mistakes, certainly not in writing. Perhaps it is part of their training: never apologise, never explain?)

        By this time I was thoroughly fed up and did what I should have done before, wrote to the manager asking to be removed from their customer base, and for reimbusement of the £40 I had paid to join their Contact Lens Care Scheme as in the interim I had not had a wearable pair of lenses to be covered by the scheme. In response to a follow-up letter in which I said I would be lodging a formal complaint she phoned my home in my absence and spoke to my husband, telling him that of course I would be reimbursed. However no rebate was forthcoming.

        Since Boots have taken over D&A I wrote to their head of customer care in person asking him politely if he would resolve the matter and reimburse me as promised by the branch manager. He did not reply. So much for 'customer care'.

        I daresay some branches are better than others but I regret ever going to D&A.

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        27.03.2010 14:16
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        It is worth testing out your local store before committing to D&A

        I have been using Dolland and Aitchison for a number of years now for eye tests, glasses and contact lenses by post.

        The contact lenses by post have never caused me a problem. I opt to receive 30 pairs every 2 months, as I prefer to wear my glasses for work. They appear on my doorstep, and I am not bothered by D&A unless I am due a contact lens check up, which is compulsory (for the health of your eyes), but free.

        The branch I used previously were less than impressive, and I had cause to complain more than once, but moving house gave me experience of the Horsham store, where the staff are brilliant.

        The eye sight checks are very comprehensive and cover a number of different aspects of eye care.

        The range and price of the glasses is very good. A discount of 50% on the overall cost of the glasses is available to 'contact lens by post' customers.

        I am very happy with the service and the product from D&A.

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        02.02.2010 11:59
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        Make sure you get your nectar benefits

        I can really only report on the branch I visited which was in Barnet Hertfordshire, but assuming that their standards are corporate then read on.

        I usually go to Specsavers, as they offer a speedy and cost effective service. However armed with a voucher courtesy of my nectar card for a free eye test and 500 nectar points and then another 2000 points if I bought glasses, altogether worth £40, I went to D & A.

        The greeting was very warm and it was suggested that I looked around at the choice of frames while I waited to see the optician- all very relaxed.

        The optician was excellent and carried out all the tests in a very professional manner whilst maintaining a friendly ambiance. Thru each stage of the eye test I was kept informed of the results and the whole experience made me feel confident I was in good hands.

        Having completed the eye test and needing new glasses both for reading and distance, I was assisted in finding the frames. How great it felt to be told the more expensive of two frames I was trying to choose between didn't suit me- that tells me so much about customer care, ten out of ten for that.

        The turn round in some opticians is one hour to get your glasses, with D & A it was about ten days- but if there isn't a desperate hurry then that is not a problem.


        So from my experience I would recommend D & A, they are professional, friendly and there is a wide choice of frames.

        They had several different offers on at the time and the lady who served me made sure that I got the best price available.

        I will not be able to go back for check up to the branch as I am moving- but I hope there is a D & A where I am moving to. (Hope the nectar eye test offer is on too- cos eye tests aren't cheap- but that is another issue!!)

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          08.01.2010 12:56

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          Why do dolland and aitchison (in Bristol) charge £40 for a 10 minute contact lense review when roger owen (Gloucester Road) do exactly the same thing for £11?My experience of DandA was very poor. Staff were officious, unhelpful and a bit arrogant in my opinion. The whole service was sluggish and overpriced.

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          08.01.2010 11:36

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          All in all this has been a very poor experience.\

          I signed up with d and a offer but the end cost turned out to be more expense than my previous optician (take me back, Roger Owen, I'm sorry I ever left you). The cost of follow up contact lense assessments (£40) is particularly steep.
          The company appears to encourage you to subscribe to contact lense deliveries. I dont use lenses that often and just wanted them as and when. Just swinging by and picking up a new set just isn't possible with D and A. There's a load of questions, then they never have them in stock, then if youre 1 day over due with your lense assessment, you have to wait a week for another 10 minute appointment.

          In total, with eye test, lense assessment and the lenses themselves, 30 pairs of lenses have cost me over £120.
          Other comments
          - I felt the admin staff were fussy and unhelpful. I was constantly left with the impression that I was somehow putting them out.
          - branch never seemed to be busy yet there was always 3-5 days lead time on appointments. No cancellations.
          - No information sharing across branches, so once you register with an outlet your fixed with that one.
          - Quality of the lenses were good expensive compared to the same brand from other opticians.
          - technical staff were fine (the optician who did my eye test was a contractor
          - range of glasses in the shop (in Westbury on Trym in Bristol) was pitiful. Shop itself was pokey and cramped.

          All in all this has been a very poor experience.

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          22.11.2009 22:32
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          Overall a great company with excellent service.

          My experience with D&A has been nothing but pleasing, their staff in both the Oxford, Reading and call centre in Scotland have been pleasant and the results swift.

          In particular I wish to comment on contact lenses by post, their service and lenses/solutions are some of the best I've used. The lenses arrive each month in a blue cardboard box, which is well designed to hold the 8 pairs of weekly lenses safely. If the lenses for any reason don't arrive, I've had a replacement set with me within 2 days- brilliant service!

          The contact lens/sight check has been conducted thoroughly and by an experienced and friendly optician, each time they have listened to my concerns and given advice and recommendation (not always to the benefit of D&A).

          In addition to the checks and the products themselves, every time I have forgotten and appointment or needed to move on, I have been able to do so and have been accomdated easily.

          Overall a great service from a friendly company who are worth their slightly uncompetitive price.

          4 stars given because they are quite pricey on their frames in comparison to other high street opticians.

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          02.11.2009 14:38
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          Opticians should, like a doctor or dentist, be trusted they are not just there to make money outta u

          I got Contact Lenses by Post (CLBP) for about 2 years from Dolland and Aitchison. It all began about 4 years ago when through Nectar I was sent a voucher for a free eye test, free contact lens assessment and trial and 50% off glasses when signing up to the CLBP. I went along to my appointment, I was first impressed by the cleanliness of the store and the friendliness of the staff. Only trouble was, there was no waiting area and I was about 10 minutes early for my appointment, so they asked me to have a look at the glasses while I waited. I seemed to be in everyone's way in a really small store and there's only so long you can stand and look at frames for, so I did not enjoy this element of the experience.

          My eye test was first, this was pretty uneventful, within the same appointment, I then had my contact lens assessment, again, this was fine, the optician was very kind, gentle, etc. I chose a pair of glasses and sure enough, all I paid for was 50% of the price of the glasses, setting up a direct debit for my contact lenses. I got 2,000 nectar points (enough to purchase a CD album) and I was given one set of contact lenses, a small solution and a case by the optician, until my first shipment was dispatched.

          At this stage, and for about 12 months following, I would definitely give the initial appointment, service, aftercare, etc 5 out of 5. Even value for money, as although I was paying £20 per month for the contacts, I got £100 off my glasses. So this cancelled out the contact lens payments for the first 5 months!

          I then received a letter to say that I was due a routine contact lens assessment and could not be supplied with anymore lenses until I attended, due to some kind of law or something. So I went for my assessment, everything was fine, but they suggested that my prescription had changed. This meant I had a totally different prescription on my lenses to my glasses. After about a month, I started getting really bad headaches, so I contacted D+A to let them know. They said they didn't have an appointment for 8 weeks, so I would have to just stick to one or the other in the meantime - i.e. glasses or lenses, they also said it would be advisable to get new glasses as the contact lens sight test was the most up to date. There was no way I was going to pay for 8 weeks worth of lenses and just wear my glasses, so I rang around a few other stores in the area. I eventually got in to a shop 25 miles away from my house. I drove there and I attended the appointment. They decided my vision had not changed or worsened, so I was back to the original contact lens prescription.

          Perhaps D+A were trying to get an extra pair of glasses out of me?

          I carried on my CLBP subscription for another 12 months until my next sight test was due, so I had had them 24 months in total. I was invited for another sight test, and my contractual free contact lens assessment. I shopped around this time as the sight test was going to be £27.50 and I discovered Specsavers and Vision Express both had substantially cheaper contact lens offers, as well as glasses. Even taking in to account the 50% discount D+A offer. I have since tried Specsavers, Vision Express and Asda contact lenses. I get better quality lenses now, cheaper than I can at D+A, even taking in to account the Nectar Points I received.

          For me, loyalty gives no benefits at Opticians, and you should shop around, questioning everything they tell you. If D+A had been a little more transparent, or perhaps tried to sell me a better quality lens, rather than a different prescription, to make money out of me, then I wouldn't feel so taken advantage of in my experience with them.

          Thumbs down from me, sadly!

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        • Product Details

          D&A Opticians.