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Great customer service but can be pricey
Member Name: juleshoney
Date: 29/08/10, updated on 29/08/10 (195 review reads)
Advantages: Lots of choice and great customer service
Disadvantages: Extra hidden charges
I have been a customer of Specsavers for 18 years - even though I have used different branches - due to locality of my job at the time I am due a sight test.
Annoyance - I still get letters from a couple of branches that I used once only - due to working in those areas when due to have a sight test done. Aaargh - even four years afterwards and the letters state 'you have not had an eye test for over four years' - please get the hint, I shop elsewhere.
I recently discovered that Specsavers is a franchise business, so in view of the above, perhaps franchises do not communicate with each other.
Since being their customer, I generally find the staff well-dressed, friendly and helpful. The particular branch that I am using at present seems to always be very busy, so people on a whole must like using their optical services.
Specsavers do have a large range of spectacle frames available including childrens, men, women and unisex to suit most peoples' styles - whether you aspire to be Elton John or Harry Potter! They have quite a large designer range too in addition to NHS glasses.
The NHS ones have developed a lot since I was at school (not that I wore glasses then) but peers that did often got picked on for the obvious NHS glasses - children can be so cruel. Glasses have become so much more fashionable now and many people wear clear lense glasses just to be able to wear what's the in thing at that time.
They also have a large number of options for customers that wear contact lenses. From daily disposables, monthly, yearly, soft to hard lenses etc. It really is a huge number of options whether you wear glasses, lenses or both.
Prices are also competitive with other shops and they often have a 2 for 1 offer or buy one get one half price - so you can really pick up a deal.
Another gripe that I have is that they always charge £20 for a contact lens fitting - even though I have worn the same contact lenses from the outset - so if they fit the first time you meausred then - why would they not still fit the tenth time.
I can understand charging this fee if I kept changing my type of lens e.g. from a daily disposable to a yearly pair of lenses. The lenses therefore, would be different sizes. I know you have to have your sight tested, but I also have to pay for an eye test for glasses!!
On the positive side, I am on lensmail, so when I recently broke my glasses by stepping on them, I got my new pair half price. I was surprised and thought I would have to buy two pairs to get a bargain by using their buy one get the second half price offer. Luckily a kind customer service agent pointed me in the right direction - which effectively lost them a sale!
Also what happened to making the glasses within one hour?? Why is it one whole week when all they have to do is to hand the lenses to the glasses. What would people do in an emergency and if they could not function without their glasses??
One last gripe - it has been cited that when pregnant your eyesight can change - so why do they no longer offer free sight tests for pregnant women?
It may seem that I have a lot of negative things to say - well yes some of these points ARE irritating, however the customer service has been very good. The glasses they offer and of good quality and I like that there is so much choice. Overall with other compeition, Specsavers must be good as I keep going back.
They must also be good to work for as a friend of mine has been an employee for over 15 years and does not have a bad word to say about the company.
Summary: I have not had a bad pair of glasses yet (fingers crossed) and they are normally well made
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