Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Spec-Savers SA delivers a sharply divided experience. Individual optometrists and front desk staff earn genuine praise, keeping Customer Service and Staff Quality (2.5) ahead of every other theme. Customers consistently report blocked bookings for the advertised free kids eye tests, quotes that change at collection, silent order delays and stalled warranty claims, pulling Coverage, Benefits and Plan Transparency (0.7) and Communication and Responsiveness (0.9) sharply down.
Top Strengths:
- •Customer Service & Staff Quality: Named optometrists and dispensers such as Renelle Naidoo, Nomusa, Zinhle Mfuphi, Kelebogile and Maria Swart draw warm, detailed praise for patience and thoroughness, especially with children. Elsewhere, dismissive receptionists, rushed consultations and denied accountability drag the theme down.
Replied to 99% of negative reviews
Reply time on negative reviews: 47h 3m
TrustIndex
3.9
Ranking
#6
in Medical Aid
Reply Time
48h 13m
NPS Score
-27
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 47h 3m
Nov '25 - Oct '26
Frequently Asked Questions About Spec-Savers SA
What do customers say about Spec-Savers SA?
Based on recent customer reviews, Spec-Savers SA delivers a sharply divided experience. Individual optometrists and front desk staff earn genuine praise, keeping Customer Service and Staff Quality (2.5) ahead of every other theme. Customers consistently report blocked bookings for the advertised free kids eye tests, quotes that change at collection, silent order delays and stalled warranty claims, pulling Coverage, Benefits and Plan Transparency (0.7) and Communication and Responsiveness (0.9) sharply down.
What is Spec-Savers SA's biggest strength?
Spec-Savers SA's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Named optometrists and dispensers such as Renelle Naidoo, Nomusa, Zinhle Mfuphi, Kelebogile and Maria Swart draw warm, detailed praise for patience and thoroughness, especially with children. Elsewhere, dismissive receptionists, rushed consultations and denied accountability drag the theme down.
What are the most common complaints about Spec-Savers SA?
The most common complaint about Spec-Savers SA, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. A recurring theme is silence after the sale. Contact lens and remake orders sit for months with no updates, promised callbacks from optometrists and managers do not arrive, calls are dropped and emails to branches and head office go unanswered.
How does Spec-Savers SA compare to other Medical Aid companies?
Spec-Savers SA scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.8. Their strongest theme is Customer Service (2.5); their weakest is Coverage & Benefits (0.7). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.1). How is the AI Score calculated? →
Is Spec-Savers SA trustworthy?
Spec-Savers SA has a TrustIndex of 3.9 out of 10 on Hellopeter, based on 190 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 47 hours 3 min. Hellopeter has tracked Spec-Savers SA across 2,240 total reviews. How is the TrustIndex calculated? →
Recent reviews (190)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2024
Extremely happy customer
Incredible service at Specsavers Bryanston. Estean Binneman and his team went above and beyond with our family, assisted in choosing frames that suite our faces and even couriered the glasses to where we live. Will definitely recommend and go back for another visit
1 reviews | Active since Aug 2024
Extremely happy customer
Incredible service at Specsavers Bryanston. Estean Binneman and his team went above and beyond with our family, assisted in choosing frames that suite our faces and even couriered the glasses to where we live. Will definitely recommend and go back for another visit
1 reviews | Active since Dec 2019
A HUGE SHOUTOUT TO SPECSAVERS ***!!!
🌟 **A HUGE SHOUTOUT TO SPECSAVERS ***!** 🌟 I would like to give a huge shoutout to the amazing team at Specsavers ***! From the moment I walked in, the staff at reception were so friendly, welcoming and helpful. A special thank you to **Dr Shongwe**, who assisted me with my eye test and took the time to explain the medical terminology used and what it meant. I truly appreciated her patience and the way she made sure I understood everything. The entire team at *** is incredibly kind, and I sincerely hope the company will one day recognise and appreciate the excellent work they do. I know and understand that everyone is going through something behind closed doors, yet these staff members still show up and treat people with such kindness. That deserves to be recognised! ❤️ I would recommend this branch over and over again. Keep up the amazing work, team! You are seen, you are appreciated, and you are making a difference. 🥹👏❤️
1 reviews | Active since Dec 2019
A HUGE SHOUTOUT TO SPECSAVERS ***!!!
🌟 **A HUGE SHOUTOUT TO SPECSAVERS ***!** 🌟 I would like to give a huge shoutout to the amazing team at Specsavers ***! From the moment I walked in, the staff at reception were so friendly, welcoming and helpful. A special thank you to **Dr Shongwe**, who assisted me with my eye test and took the time to explain the medical terminology used and what it meant. I truly appreciated her patience and the way she made sure I understood everything. The entire team at *** is incredibly kind, and I sincerely hope the company will one day recognise and appreciate the excellent work they do. I know and understand that everyone is going through something behind closed doors, yet these staff members still show up and treat people with such kindness. That deserves to be recognised! ❤️ I would recommend this branch over and over again. Keep up the amazing work, team! You are seen, you are appreciated, and you are making a difference. 🥹👏❤️
1 reviews | Active since Oct 2026
Waiting for my refund
I've recently went to randburg specsavers for my daughter's spectacles. I had to pay R600 for her eye test upfront of which I was supposed to be refunded because the amount of her prescription was paid in full including the eye test. I haven't received my refund yet even though I sent through my correct banking details, I've sent several emails but I haven't been refunded and not even a feedback as to when will I get my money back.
1 reviews | Active since Oct 2026
Waiting for my refund
I've recently went to randburg specsavers for my daughter's spectacles. I had to pay R600 for her eye test upfront of which I was supposed to be refunded because the amount of her prescription was paid in full including the eye test. I haven't received my refund yet even though I sent through my correct banking details, I've sent several emails but I haven't been refunded and not even a feedback as to when will I get my money back.
1 reviews | Active since Mar 2014
NO/POOR ASSISTANCE
Three months ago, I visited Specsavers at Mall of Africa to have my spectacles made. Everything went smoothly at the time. My medical aid initially covered half of the cost, and we authorised the remaining balance from our savings pocket. About a week later, my medical aid confirmed that the remaining balance had been paid to the "PNP" administrator associated with Specsavers. However, since then, I have been going back and forth with both my medical aid and Specsavers regarding this payment. My medical aid has confirmed that the payment was made some time ago, but when I contact Specsavers to enquire about the outstanding balance and the status of my spectacles, I am told that they have not received the payment and that I need to contact PNP. I have explained several times that I have no relationship with or knowledge of PNP. I dealt directly with Specsavers when I ordered my spectacles, and I therefore do not understand why I am now expected to resolve an issue between Specsavers and their payment administrator. What is even more frustrating is that Specsavers has advised me that they are not allowed to contact PNP and can only wait for PNP to send them a statement. This is extremely concerning, as I am the customer who has already followed the required process and whose medical aid has confirmed that the payment was made. It has now been almost three months, and I am still waiting for my spectacles. I find this unacceptable, particularly because the delay appears to be due to an internal payment or reconciliation issue that is beyond my control. I kindly request that Specsavers urgently investigate this matter with the relevant administrator, confirm where the payment was allocated, and provide me with a clear update on when my spectacles will be issued. I should not be expected to resolve an internal matter between Specsavers and their administrator when I have dealt directly with Specsavers throughout the process.
1 reviews | Active since Mar 2014
NO/POOR ASSISTANCE
Three months ago, I visited Specsavers at Mall of Africa to have my spectacles made. Everything went smoothly at the time. My medical aid initially covered half of the cost, and we authorised the remaining balance from our savings pocket. About a week later, my medical aid confirmed that the remaining balance had been paid to the "PNP" administrator associated with Specsavers. However, since then, I have been going back and forth with both my medical aid and Specsavers regarding this payment. My medical aid has confirmed that the payment was made some time ago, but when I contact Specsavers to enquire about the outstanding balance and the status of my spectacles, I am told that they have not received the payment and that I need to contact PNP. I have explained several times that I have no relationship with or knowledge of PNP. I dealt directly with Specsavers when I ordered my spectacles, and I therefore do not understand why I am now expected to resolve an issue between Specsavers and their payment administrator. What is even more frustrating is that Specsavers has advised me that they are not allowed to contact PNP and can only wait for PNP to send them a statement. This is extremely concerning, as I am the customer who has already followed the required process and whose medical aid has confirmed that the payment was made. It has now been almost three months, and I am still waiting for my spectacles. I find this unacceptable, particularly because the delay appears to be due to an internal payment or reconciliation issue that is beyond my control. I kindly request that Specsavers urgently investigate this matter with the relevant administrator, confirm where the payment was allocated, and provide me with a clear update on when my spectacles will be issued. I should not be expected to resolve an internal matter between Specsavers and their administrator when I have dealt directly with Specsavers throughout the process.
1 reviews | Active since Oct 2026
Very disappointing experience at Specsavers Thavhani Mall
Very disappointing experience at Specsavers Thavhani Mall I am extremely disappointed with the service I received at Specsavers Thavhani Mall. I was given glasses that are not suitable for my prescription. When I went back to complain, I was told that my medical aid could not cover the glasses I actually needed. However, this was never explained to me when I first ordered the glasses, and I was not offered any alternative. What made the situation worse was the poor customer service. Instead of assisting me with my complaint, the staff member left me standing there while scrolling on their phone, with no proper explanation or solution. I expected professional service and clear communication from Specsavers. I am now left with glasses that I cannot properly use and no satisfactory solution. I hope management takes this complaint seriously and addresses the matter.
1 reviews | Active since Oct 2026
Very disappointing experience at Specsavers Thavhani Mall
Very disappointing experience at Specsavers Thavhani Mall I am extremely disappointed with the service I received at Specsavers Thavhani Mall. I was given glasses that are not suitable for my prescription. When I went back to complain, I was told that my medical aid could not cover the glasses I actually needed. However, this was never explained to me when I first ordered the glasses, and I was not offered any alternative. What made the situation worse was the poor customer service. Instead of assisting me with my complaint, the staff member left me standing there while scrolling on their phone, with no proper explanation or solution. I expected professional service and clear communication from Specsavers. I am now left with glasses that I cannot properly use and no satisfactory solution. I hope management takes this complaint seriously and addresses the matter.
1 reviews | Active since May 2026
Specsavers Canal Walk TERRIBLE SERVICE
Terrible, terrible service from Specsavers Canak Walk!!! First the issue with the qoute. Then I am told the glasses will take 2 weeks. Then I receive an email stating it will be ready by 1 Oct. Now when I phoned I am told I still have to wait until next week Friday!!! 😡😡😡 I want to cancel this and I want my R7000 deposit back,TODAY, or I will go to the small claims court. TERRIBLE SERVICE and I am qouted R14 500!!! After being **** to about the qoute,and told, the extra will be around R500, just take it, just to find out it is almost R2000 extra!! Cancelling and waiting for my refund based in false promises and terrible service!!
1 reviews | Active since May 2026
Specsavers Canal Walk TERRIBLE SERVICE
Terrible, terrible service from Specsavers Canak Walk!!! First the issue with the qoute. Then I am told the glasses will take 2 weeks. Then I receive an email stating it will be ready by 1 Oct. Now when I phoned I am told I still have to wait until next week Friday!!! 😡😡😡 I want to cancel this and I want my R7000 deposit back,TODAY, or I will go to the small claims court. TERRIBLE SERVICE and I am qouted R14 500!!! After being **** to about the qoute,and told, the extra will be around R500, just take it, just to find out it is almost R2000 extra!! Cancelling and waiting for my refund based in false promises and terrible service!!
1 reviews | Active since Jan 2023
Disappointed
Dear Specsavers Management, I would like to complain about my experience at your Jeffreys Bay branch. I made my 16:30 appointment well in advance and arranged time off work. Although there was a planned power outage, my appointment remained confirmed. At 13:30 I received a call from the branch asking if I was still coming, whether I was using medical aid and if it was my first visit. The call was cut off, and when I tried calling back, I was not informed that the outage would affect my appointment. I therefore arrived on time, only to be told that my appointment had to be rescheduled because of the power outage. There was no apology or consideration for the fact that I had taken time off work and travelled to the branch. The staff member dealing with me was dismissive, while her colleague appeared embarrassed and kept looking down. I understand that power outages happen, but this was a planned outage and I should have been properly informed before making the trip. I have used Specsavers for many years, including branches in Paarl, Stellenbosch and Humansdorp, and have never experienced service like this. This was extremely disappointing because I have only ever received good service from Specsavers. I will most definitely not return.
1 reviews | Active since Jan 2023
Disappointed
Dear Specsavers Management, I would like to complain about my experience at your Jeffreys Bay branch. I made my 16:30 appointment well in advance and arranged time off work. Although there was a planned power outage, my appointment remained confirmed. At 13:30 I received a call from the branch asking if I was still coming, whether I was using medical aid and if it was my first visit. The call was cut off, and when I tried calling back, I was not informed that the outage would affect my appointment. I therefore arrived on time, only to be told that my appointment had to be rescheduled because of the power outage. There was no apology or consideration for the fact that I had taken time off work and travelled to the branch. The staff member dealing with me was dismissive, while her colleague appeared embarrassed and kept looking down. I understand that power outages happen, but this was a planned outage and I should have been properly informed before making the trip. I have used Specsavers for many years, including branches in Paarl, Stellenbosch and Humansdorp, and have never experienced service like this. This was extremely disappointing because I have only ever received good service from Specsavers. I will most definitely not return.