Complaint Regarding Incorrect Prescription Glasses and Refusal to Resolve – Ottery Branch

Dear Specsavers Customer Care,

I am writing to formally lodge a complaint regarding a pair of spectacles made for me at your Ottery branch a few months ago, which I have been unable to wear since receiving them.

From the moment I collected the spectacles, they did not feel right and caused discomfort and visual strain. For context, I had another pair of spectacles made at Optique only four months prior, which were made using my prescription at the time and were absolutely perfect with no issues at all.

Concerned, I returned to Specsavers with a printed copy of my Optique prescription and requested that the new spectacles be adjusted to match it. Instead of addressing my concern, I was repeatedly told that my eyes had “gotten weaker.” I explained multiple times that it is not reasonable for my prescription to have changed so drastically in only four months — from:

* Right: -1.75 to -2.00 * Left: -0.25 to ±1.75

Despite this significant difference, staff insisted that I should simply wear the spectacles and that my eyes would “get used to it.” This was extremely frustrating, as I had only had the Optique spectacles made four months earlier and had no issues with them whatsoever.

I was later contacted and told that I would need to come in again for another appointment and eye test. My concern is this: despite me clearly explaining the problem and providing proof of my recent prescription, my concerns were not taken seriously, and no effort was made to resolve the issue without requiring another test.

Additionally, the receptionist at the Ottery branch was dismissive and did not attempt to understand my situation. I am now left with a pair of spectacles that I cannot wear and which the branch has refused to correct.

I am extremely unhappy with this experience and the lack of customer care shown. I paid for a service and a product that is not usable, and I believe this matter should be resolved promptly and professionally.

I would like this issue resolved as soon as possible, either through correcting the lenses to the appropriate prescription or providing a suitable alternative solution. I look forward to your response and trust that this matter will be handled urgently.

Kind regards, Zaida Abrahams