SS
Spec-Savers SA
Verified Business
SS
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Spec-Savers SA shows a deeply polarised customer experience. While individual optometrists and frontline staff at certain branches earn glowing praise, the brand is plagued by systemic failures in product quality, claims handling, communication, and the online booking system for the children's free eye test offer. Customers frequently report feeling misled, ignored, and financially harmed.
TrustIndex
4.1
Ranking
#6
in Medical Aid
NPS Score
-30
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Spec-Savers SA shows a deeply polarised customer experience. While individual optometrists and frontline staff at certain branches earn glowing praise, the brand is plagued by systemic failures in product quality, claims handling, communication, and the online booking system for the children's free eye test offer. Customers frequently report feeling misled, ignored, and financially harmed.
Spec-Savers SA's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customer Service & Staff Quality (2.4) is highly branch-dependent. Standout optometrists and consultants such as Wayne, Tatenda, Maria Swart, and Kate receive heartfelt praise for warmth and professionalism, but many other branches display dismissive, rude, and unprofessional behaviour that drives loyal long-term clients away.
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 Jan 2020
I have to put it to you social "responsibility" campaign is actually as ****. As a mother, I am deeply disappointed by what appears to be misleading advertising by your organisation regarding free eye tests for children under the age of 13. Since April, I have been trying to book an eye test appointment for my 12-year-old daughter after her teacher raised concerns about her struggling to see the board at school. When I searched for providers, SpecSavers was prominently listed as offering free eye tests for children, which I found reassuring. However, my experience has been extremely frustrating. When I visited your Lenz Quarters branch, I was advised to book the appointment online. Since then, I have consistently tried to secure a booking across multiple nearby branches, including Clearwater, Maponya, Jabulani, Weltevreden Park, Southgate, and Florida. Over the past several months, there have been no available slots at any of these locations. Today, I contacted the Maponya branch directly and was informed that appointments are in fact available—however, only for paid consultations. This raises serious concerns about the integrity of your booking system. It appears that while paying customers are accommodated, those seeking the advertised free service are effectively blocked from accessing it. This situation leads me to question: How is it possible for the online booking system to show no availability across multiple branches for months, yet paid appointments are available when calling directly? Are paying customers being prioritised over those seeking the free eye test service? How accurate is your online booking system if it reflects full capacity daily until December? Additionally, I have personally visited some of these branches and observed periods where there were no customers present, which contradicts the reality suggested by the booking system. This further reinforces the impression that the "fully booked" status may not reflect actual demand. In a country where a significant number of children experience visual impairments—many of which remain undiagnosed—this type of practice is particularly concerning. Advertising a service that is not realistically accessible to those who need it undermines trust and raises serious ethical questions. I strongly urge your organisation to review this practice. If the free eye test service cannot be consistently provided, it should not be advertised in a way that misleads the public. Transparency and fairness should be central to your social responsibility efforts. I would appreciate a clear explanation for the discrepancies in appointment availability and the apparent lack of access to the advertised service. Regards Nomhle
1 reviews | Active since Jan 2020
I have to put it to you social "responsibility" campaign is actually as ****. As a mother, I am deeply disappointed by what appears to be misleading advertising by your organisation regarding free eye tests for children under the age of 13. Since April, I have been trying to book an eye test appointment for my 12-year-old daughter after her teacher raised concerns about her struggling to see the board at school. When I searched for providers, SpecSavers was prominently listed as offering free eye tests for children, which I found reassuring. However, my experience has been extremely frustrating. When I visited your Lenz Quarters branch, I was advised to book the appointment online. Since then, I have consistently tried to secure a booking across multiple nearby branches, including Clearwater, Maponya, Jabulani, Weltevreden Park, Southgate, and Florida. Over the past several months, there have been no available slots at any of these locations. Today, I contacted the Maponya branch directly and was informed that appointments are in fact available—however, only for paid consultations. This raises serious concerns about the integrity of your booking system. It appears that while paying customers are accommodated, those seeking the advertised free service are effectively blocked from accessing it. This situation leads me to question: How is it possible for the online booking system to show no availability across multiple branches for months, yet paid appointments are available when calling directly? Are paying customers being prioritised over those seeking the free eye test service? How accurate is your online booking system if it reflects full capacity daily until December? Additionally, I have personally visited some of these branches and observed periods where there were no customers present, which contradicts the reality suggested by the booking system. This further reinforces the impression that the "fully booked" status may not reflect actual demand. In a country where a significant number of children experience visual impairments—many of which remain undiagnosed—this type of practice is particularly concerning. Advertising a service that is not realistically accessible to those who need it undermines trust and raises serious ethical questions. I strongly urge your organisation to review this practice. If the free eye test service cannot be consistently provided, it should not be advertised in a way that misleads the public. Transparency and fairness should be central to your social responsibility efforts. I would appreciate a clear explanation for the discrepancies in appointment availability and the apparent lack of access to the advertised service. Regards Nomhle
1 reviews | Active since Jan 2020
I want to lodge a complaint against you Tygervalley branch in Tygervalley Centre. I done a eye test on 5 May 2026. Optometrist was Lance. Everything went well. Thereafter I sat with the Dispenser, another Lance, who assisted me. Everything went well. When choosing a frame, the appropriate frame was not available in store. He told me they are waiting for new frames and will arrive in two weeks time. After the 2 weeks we're gone, I went to the branch to enquire regarding the frame and he told me there is a back order and might take another two weeks. This morning he called and told me Head office called him and was told they don't have stock in my size frame. I'm currently wearing the generic Hunters XL. This is what's on the frame : HXL 056 C10(there's a block in-between) 59 17-145. This frame fits me very well as the other two he showed me 57's does not sit very well. I chose the yellow sticker frame as I don't have to pay more for a frame as it part of the free frame(R1500) promotion. I need my specs ASAP as I'm on the the road a lot and in office in front of a a laptop and phone. There must be another way to assist me regarding a bigger frame as the frames shown by the Dispenser. My name is Malcolm
1 reviews | Active since Jan 2020
I want to lodge a complaint against you Tygervalley branch in Tygervalley Centre. I done a eye test on 5 May 2026. Optometrist was Lance. Everything went well. Thereafter I sat with the Dispenser, another Lance, who assisted me. Everything went well. When choosing a frame, the appropriate frame was not available in store. He told me they are waiting for new frames and will arrive in two weeks time. After the 2 weeks we're gone, I went to the branch to enquire regarding the frame and he told me there is a back order and might take another two weeks. This morning he called and told me Head office called him and was told they don't have stock in my size frame. I'm currently wearing the generic Hunters XL. This is what's on the frame : HXL 056 C10(there's a block in-between) 59 17-145. This frame fits me very well as the other two he showed me 57's does not sit very well. I chose the yellow sticker frame as I don't have to pay more for a frame as it part of the free frame(R1500) promotion. I need my specs ASAP as I'm on the the road a lot and in office in front of a a laptop and phone. There must be another way to assist me regarding a bigger frame as the frames shown by the Dispenser. My name is Malcolm
1 reviews | Active since Jan 2020
Formal Complaint – Eye Test & Spectacles Service at South Coast Mall Branch I am writing to formally complain about the service I received at your South Coast Mall branch regarding a recent eye test and new spectacles. *What happened:* 1. *Eye Test & Prescription Change* I attended the branch for an eye test on 28 April 2026. I informed the technician that I have eye degeneration and that I needed an updated test as I hadn’t changed my glasses in 2 years. The test was completed and my prescription was changed. 2. *Issue with Lens Fitting Timeline* I was initially told that when the lenses arrived, I would need to leave my current glasses for 1 hour to have the new lenses fitted. The receptionist later called to say they needed my glasses for a full week. I explained this was not possible as I rely on my current glasses to see. After explaining my situation, the branch agreed to fit them the same day. I appreciate that this was resolved quickly. 3. *Poor Vision with New Spectacles* Since receiving the new spectacles, I have been unable to see properly. I returned to the South Coast Mall branch to raise this concern. The technician was extremely rude and appeared irritated when I explained I could not see with the new glasses. I felt dismissed and was offered no help or alternative solutions to resolve the issue. *Why this matters:* I am on a government pension and do not have the funds to pay for another eye test or spectacles elsewhere. I paid R3027. I re**** on Specsavers to provide a correct prescription and professional aftercare, especially given my eye degeneration. *What I am requesting:* 1. A re-check of my eyes and prescription by a different optometrist, at no additional cost. 2. A respectful review of my new spectacles to determine why I cannot see properly. 3. A resolution that allows me to have functional glasses, either through re-making the lenses correctly or adjusting the prescription. I value clear communication and professional service. I would appreciate a response within 7 days outlining how you plan to resolve this. Thank you for taking this seriously.
1 reviews | Active since Jan 2020
Formal Complaint – Eye Test & Spectacles Service at South Coast Mall Branch I am writing to formally complain about the service I received at your South Coast Mall branch regarding a recent eye test and new spectacles. *What happened:* 1. *Eye Test & Prescription Change* I attended the branch for an eye test on 28 April 2026. I informed the technician that I have eye degeneration and that I needed an updated test as I hadn’t changed my glasses in 2 years. The test was completed and my prescription was changed. 2. *Issue with Lens Fitting Timeline* I was initially told that when the lenses arrived, I would need to leave my current glasses for 1 hour to have the new lenses fitted. The receptionist later called to say they needed my glasses for a full week. I explained this was not possible as I rely on my current glasses to see. After explaining my situation, the branch agreed to fit them the same day. I appreciate that this was resolved quickly. 3. *Poor Vision with New Spectacles* Since receiving the new spectacles, I have been unable to see properly. I returned to the South Coast Mall branch to raise this concern. The technician was extremely rude and appeared irritated when I explained I could not see with the new glasses. I felt dismissed and was offered no help or alternative solutions to resolve the issue. *Why this matters:* I am on a government pension and do not have the funds to pay for another eye test or spectacles elsewhere. I paid R3027. I re**** on Specsavers to provide a correct prescription and professional aftercare, especially given my eye degeneration. *What I am requesting:* 1. A re-check of my eyes and prescription by a different optometrist, at no additional cost. 2. A respectful review of my new spectacles to determine why I cannot see properly. 3. A resolution that allows me to have functional glasses, either through re-making the lenses correctly or adjusting the prescription. I value clear communication and professional service. I would appreciate a response within 7 days outlining how you plan to resolve this. Thank you for taking this seriously.
1 reviews | Active since Jan 2020
Unhappy that spec-savers chargers 125 + more for a large bottle of contact solution than other retailers. 2 bottles of contact solution cost me 477 rand, that is after using my loyalty point which amounted to 89 rand. Grossly over priced.
1 reviews | Active since Jan 2020
Unhappy that spec-savers chargers 125 + more for a large bottle of contact solution than other retailers. 2 bottles of contact solution cost me 477 rand, that is after using my loyalty point which amounted to 89 rand. Grossly over priced.
1 reviews | Active since Jan 2020
Good day Please note on 18/01/2026 i visited Spec Savers in Lenz Quarter with my daughter. We both had eye tests and ordered glasses. My order included contact lenses which I received only 4 months later (Only collected yesterday 20/05/2026) upon me calling several times asking when my contact lenses will be delivered. I advised them several times that I have overworn my contact lenses and have no extra pairs available and that my eyes were beginning to trouble me. The worst thing about this is being told that only trial lenses were ordered (4 months later) !!!!!, when i ask them why my boxes were not ordered i get no clear explanation. I requested Yolanda from reception to advise the Optometrist to contact me before COB yesterday but even now I have still not received a call from him. I just called again and was told that they do not know why I was not contacted yesterday and that they will give him a message to call me. Is this the service I deserve as a patient of my years for Spec Savers? Is my eyesight not important? I am really frustrated by this service and want something to be done urgently!!!
1 reviews | Active since Jan 2020
Good day Please note on 18/01/2026 i visited Spec Savers in Lenz Quarter with my daughter. We both had eye tests and ordered glasses. My order included contact lenses which I received only 4 months later (Only collected yesterday 20/05/2026) upon me calling several times asking when my contact lenses will be delivered. I advised them several times that I have overworn my contact lenses and have no extra pairs available and that my eyes were beginning to trouble me. The worst thing about this is being told that only trial lenses were ordered (4 months later) !!!!!, when i ask them why my boxes were not ordered i get no clear explanation. I requested Yolanda from reception to advise the Optometrist to contact me before COB yesterday but even now I have still not received a call from him. I just called again and was told that they do not know why I was not contacted yesterday and that they will give him a message to call me. Is this the service I deserve as a patient of my years for Spec Savers? Is my eyesight not important? I am really frustrated by this service and want something to be done urgently!!!
1 reviews | Active since Jan 2020
Have been waiting for a contact lens orser since 24 February. No communication or updates from Specsavers Kolonnade. This is the second time I have issues, first trail pair was ordered beginning of December, I was not notified of anything, they were received at the branch but no one bothered to let me know. Only after I queried in February I was told it was there. Package data shows received months earlier. Also my prescription glasses basically fell apart after two months use. The decorative plastic around the lense were never fastened and just randomly popped off at tje slightest touch. In April the *****s just fell out while cleaning the lenses, making the glasses unusable. Poor service and poor quality, whilst happily taking your money. I will find a new supplier. Useless!
1 reviews | Active since Jan 2020
Have been waiting for a contact lens orser since 24 February. No communication or updates from Specsavers Kolonnade. This is the second time I have issues, first trail pair was ordered beginning of December, I was not notified of anything, they were received at the branch but no one bothered to let me know. Only after I queried in February I was told it was there. Package data shows received months earlier. Also my prescription glasses basically fell apart after two months use. The decorative plastic around the lense were never fastened and just randomly popped off at tje slightest touch. In April the *****s just fell out while cleaning the lenses, making the glasses unusable. Poor service and poor quality, whilst happily taking your money. I will find a new supplier. Useless!
1 reviews | Active since Jan 2020
I experienced extremely poor service at Specsavers in Plettenberg Bay regarding my lost clip-on sunglasses. I was informed that I needed to bring in the frame for a replacement, which I found unreasonable. After submitting the frame in January, I made numerous visits to check on the status, only to be told that the assistant had mistakenly ordered a replacement frame instead of the clip-ons I needed. Despite my repeated follow-ups over the course of nearly four months, there was a lack of communication, and I ultimately decided to seek assistance elsewhere. Eventually, I received a call notifying me that the clip-ons had arrived, but by then, I had already waited too long and requested a refund due to the inadequate service. Unfortunately, I encountered further delays and confusion, leading to a partial refund for the excess but not for the glasses themselves. After numerous emails and additional waiting, I was informed that I would not receive a refund for the inconvenience caused by their lack of service . This entire experience has been frustrating, as I had to pay an additional 3k for new glasses while receiving no acknowledgment of the poor service I endured.
1 reviews | Active since Jan 2020
I experienced extremely poor service at Specsavers in Plettenberg Bay regarding my lost clip-on sunglasses. I was informed that I needed to bring in the frame for a replacement, which I found unreasonable. After submitting the frame in January, I made numerous visits to check on the status, only to be told that the assistant had mistakenly ordered a replacement frame instead of the clip-ons I needed. Despite my repeated follow-ups over the course of nearly four months, there was a lack of communication, and I ultimately decided to seek assistance elsewhere. Eventually, I received a call notifying me that the clip-ons had arrived, but by then, I had already waited too long and requested a refund due to the inadequate service. Unfortunately, I encountered further delays and confusion, leading to a partial refund for the excess but not for the glasses themselves. After numerous emails and additional waiting, I was informed that I would not receive a refund for the inconvenience caused by their lack of service . This entire experience has been frustrating, as I had to pay an additional 3k for new glasses while receiving no acknowledgment of the poor service I endured.
The most common complaint about Spec-Savers SA, based on Hellopeter's AI analysis of recent customer reviews, is Coverage, Benefits & Plan Transparency. Coverage, Benefits & Plan Transparency (1.7) suffers from undisclosed add-on charges, misleading 'free' kids eye test promotions where slots only open if parents pay, and 2-for-1 specials that arrive as one pair. Customers feel baited and switched at quote stage.
Spec-Savers SA scores 1.9 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 (2.4); their weakest is Communication (1.6). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.3). How is the AI Score calculated? →
Spec-Savers SA has a TrustIndex of 4.1 out of 10 on Hellopeter, based on 227 reviews in the last 12 months. Hellopeter has tracked Spec-Savers SA across 2,197 total reviews. How is the TrustIndex calculated? →