I've had a big problem with Specsavers.
Here's the letter I delivered to the "Director" this morning.
It got me 2 pairs of varifocal lenses considerably upgraded, a free pair of
singlevision reading glasses in £85 frames, and £40 off my original bill.
Worth writing then.
Pembroke Dock.Dear Mr ****,
*Re: Complaint about Customer Service.*My complaint begins on 21st June 2008, when I came to the Pembroke Dock
branch of Specsavers with the intention of ordering some new varifocal
I selected frames and went through the ordering process, but I was told it
would not be possible for me to pay a deposit, I would have to pay the full
amount before the specs could be ordered, and that this was company policy.
I was annoyed about this being stated at the end of the process, as it meant
that I had to wait until Thursday 26th June before the order could be sent
off. Prior to my sight test, I had broken my only pair of varifocal glasses,
and the only standby pair I have are an old pair of single vision glasses,
which are fine for distance, but no good whatsoever for close work. However,
it was made very clear to me that full payment had to be made before the
order could be processed, so I arranged to take some time off work the
following Thursday to enable me to come in and place the order.
I was informed at the time that due to the technician being on holiday have
to be sent away to be made up, and would take between a week and ten days to
be delivered to Pembroke Dock.
I explained at the time that I am a cycle mechanic and need glasses for
close vision as well as distance, and that I had had to struggle with single
vision lenses for a week already. I was assured that a note would be put on
the order asking for it to be dispached as soon as possible, though I now
know this was not done.
I was informed of the various offers, and chose to take the 2 for 1 deal,
with my main glasses having slimmer lenses, and the second pair having a
I paid in cash and was told I would be contacted by phone when my glasses
were ready for collection.
I found my work very difficult, particularly tasks such as trueing wheels
and adjusting brakes, which require constant close vision.
I phoned on Friday 4th July to check whether my spectacles had arrived, and
was told that they would definitely be there by Monday. I do not know to
whom I spoke.
When I phoned today, I spoke to Penny, who seemed surprised that no-one had
phoned me, as there was a note attached to my order saying that the lenses I
had ordered were no longer available. I knew this would mean that no
spectacles were available for collection, and that it would mean a further
delay, and I got quite angry on the phone, which was wrong of me.
Penny explained that there was no point in me coming to the shop as there
was no-one there who was able to do anything, which I thought was a lie, so
I went along to the shop in an attempt to get a resolution, as I had
deliberately organised the day off work, having been assured my glasses
would be ready for collection.
When I discovered that Penny was actually telling the truth about the
complete lack of staff I was utterly disgusted, and demanded that she get
someone like an area manager on the phone.
I was offered a full refund, which I declined, as that would do nothing to
help my predicament.
After some negotiation, we arrived at a temporary solution, whereby they
would make me some near-vision glasses overnight to help in my work while my
new glasses were made. This was far from an ideal solution, but the only
practicable one under the circumstances.
I arranged for my wife to collect them the next day, but as I was cycling
home it occurred to me that something might be done with the lenses from my
I was told that it probably wouldn't be possible to transfer them to new
frames, as it would involved trimming off the bottom of the lens, but we
agreed it would be worth a try as there was nothing to be lost, and another
Penny agreed to do the work after her lunchbreak.
When I returned later, I discovered that throughout all this, a pair of
glasses for me had been upstairs the whole time; the second pair I had
ordered with the tint.
So, more by accident than design, I finally ended up with a pair of glasses
I can use for work, even though they have a tint which will still make
things difficult. It will be nice to be able to see properly after
struggling for over 3 weeks.
Today has been a far more stressful day than I would choose for a day off.
I feel I am owed at the very least an explanation as to the following
Why is it essential for a fee to be paid in full before the order can be
processed, when I was willing to leave a sizeable cash deposit?
Why was I sold a set of lenses which are not available?
Why was I assured that the urgency of my situation would be noted on the
order, only for it to be completely ignored?
Why was I told on the telephone that my glasses would definitely be
available for collection today when that was clearly not the case?
Why were a pair of glasses delivered to the store and no-one informed?
Why was there no-one available to deal with my grievances at the time?Of the three people I dealt with today I have nothing but praise. They
handled a very difficult situation very well, and I am delighted with the
service I received from them, but I am disgusted with your managerial
system. That the shop should be left so understaffed is appalling, and I
hope you pass on my compliments to the staff who were there.
I fully intend to post my feelings about this incident online, on my own
blogs, and on sheriffratings.com
, which lists Specsavers as a business,
though in the interests of fairness I shall await your response before
posting.I would appreciate a response at your earliest convenience, and I would
also appreciate receipt of my correct glasses as soon as possible, with the
minimum of disruption to my working week.Regards, the hobo