Complaint – Poor Service and Ongoing Delay with Glasses Order

Dear Specsavers

I am very disappointed with the service I have received since ordering my glasses on 15 July 2025.

When I did my eye test, Dr. Pharane recommended a 50% fixed tint because the 20% was too light for my photophobia. The first pair I received had the right tint, but the pupil centering was wrong, which caused me to see multiple lights when looking directly at any light source.

I had to return them, and Dr. Pharane confirmed the issue. She said the lab only needed to fix the centering and leave the tint exactly as it was. Instead, when the glasses came back, the tint was much darker, making them look like sunglasses and impossible to use indoors.

I returned them again in late August. On Monday 22nd, I phoned the store because it's been a month since the glasses were returned to the store and Dr. Pharane followed up with the lab, who only then admitted that they had actually lost my glasses. She told them this was unacceptable and asked them to speed it up. They promised her the glasses would be back at the store by 26 September 2025. Dr Pharane said she will follow up and call me back before Friday.

To make things worse, when I called today, the receptionist told me the lab now says they will only be ready by 8 October 2025. That means I’ll have been waiting almost three months for glasses that I urgently need and already paid for. It is absolutely ridiculous to expect someone to wait that long just to get a proper pair of glasses.

This has caused me a huge amount of inconvenience. I’ve had to keep going back and forth, which has cost me time, petrol and money, and yet, no offer of compensation, and no clear answers.

I have been using Specsavers ever since I first needed glasses and have always chosen you, but this experience is making me seriously consider going to a different provider. This is really unacceptable.

I expect this matter to be resolved urgently, and I also expect some form of compensation for everything I’ve had to deal with. If this cannot be sorted out quickly, I would rather just cancel my order and be refunded in full.

I hope you will take this complaint seriously and get back to me as soon as possible.