Asma K

Poor Service and Unprofessional Conduct at Specsavers Westwood Saxony Mall

I am writing to express my deep dissatisfaction with the service I received at Specsavers Westwood Saxony Mall. Having recently relocated, I needed to find a new optometrist as I am both a glasses and long-term contact lens wearer (over 25 years). At the time of my visit, I was on my last pair of 2-week disposable lenses, which I clearly communicated to the staff. Despite providing my current prescription and lens details, I was informed that I could not order lenses without undergoing an eye test. I agreed, trusting the process. However, the experience that followed was both frustrating and highly unprofessional. After the test, I was told that my prescription had changed, but no clear explanation or comparison was provided. Instead, I was advised that trial lenses would need to be ordered, with a waiting period of up to 14 days. Given my urgency, this delay was already concerning. When the trial lenses eventually arrived, I was fitted with an incorrect prescription in one eye, resulting in discomfort and poor vision. When I raised this, I was told another trial lens would need to be ordered—this time reverting to my original prescription—resulting in yet another 14-day delay. Throughout this process: There was a clear lack of urgency or consideration for the fact that I was already overusing my last pair of lenses. The optometrist struggled to obtain accurate readings during the eye test, with me experiencing double vision at the time. I felt pressured to purchase glasses, despite my lack of confidence in the accuracy of the test results. The overall attitude was condescending, including being lectured on contact lens usage despite my extensive experience. Most concerning is that it has now been over a month since my initial visit, and I have not received a single follow-up call regarding the status of the trial lenses or any delay. In an attempt to resolve the situation, I visited another Specsavers branch at the Merebank Centre, only to be told they could not assist me unless I underwent another eye test. I was further informed that prescriptions and orders are restricted to the branch where the test was conducted. This policy is not only inconvenient but entirely unreasonable. As a national brand, I would expect seamless service across branches, not a fragmented system that forces repeat testing and additional costs. This entire experience has left me extremely disappointed. The lack of professionalism, poor communication, and inflexible policies suggest a system that prioritizes sales over patient care. As a result, I will be taking my business elsewhere