Spec-Savers SA
Verified Business
Spec-Savers SA
Verified Business
220 Reviews (last 12 months)
Responds in 30 hours 19 min
AI Review Summary
Based on recent customer reviews, Spec-Savers SA presents a deeply polarised customer experience. While individual branches and staff members receive glowing praise for friendliness and professionalism, the business is heavily weighed down by recurring complaints around poor after-sales service, broken frames, ignored communications, billing confusion, and a booking system for the Kids Right to Good Sight campaign that many customers describe as misleading.
Top Strengths:
- •Customer Service & Staff Quality: Specific staff members like Natasha, Kate, Lauren, Adri, Cindy, and Dr. Pharane are praised by name for exceptional warmth, patience, and professionalism. Branches such as Brackenfell, N1 City, and Gateway consistently deliver outstanding experiences.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3.7Trustindex Rating
#5Ranked In Medical Aid
30 hours 19 minutesAverage Time To Reply
-23 NPSRecommended: Unlikely
Replied to 93% of negative reviews
Typically takes less than 30 hours 55 min to reply
TrustIndex
3.7
Score
Ranking
#5
in Medical Aid
Avg Reply
30 hours 19 minutes
NPS Score
-23
Recommended: Unlikely
Replied to 93% of negative reviews
Typically takes less than 30 hours 55 min to reply
Review Distribution
2.3|220 Reviews
May '25 - Apr '26
5(29.5%)
4(3.9%)
3(1%)
2(1.5%)
1(64.3%)
5(29.5%)
4(3.9%)
3(1%)
2(1.5%)
1(64.3%)
Recent reviews (220)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAK
Asma K
1 reviews | Active since Jan 2020
19 Mar 2026, 04:09
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
Helpful (0)
|Replies (0)AK
Asma K
1 reviews | Active since Jan 2020
19 Mar 2026, 04:09
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
0
Replies (0)wM
windsor M
1 reviews | Active since Jan 2020
18 Mar 2026, 14:21
Complaint order nr D4730F-B Specsavers Upington
Dear Sir/Madam, I am writing to formally lodge a complaint regarding an incident that occurred at your Upington branch on 18/032026 I handed in my sunglasses to have the lenses replaced. Approximately 45 minutes later, I was contacted by staff and informed that my sunglasses frame had been broken while in their care. When I returned to the store to address the matter, I was extremely disappointed by both the response and attitude of the staff. There was no acknowledgement of responsibility, no apology, and no attempt to resolve the situation. Instead, I was simply told that I had brought the item in “at my own risk,” and that the store would not repair or replace the damaged sunglasses. As a loyal customer of Specsavers since 2016, I find this response unacceptable. In terms of the Consumer Protection Act 68 of 2008, service providers are required to exercise reasonable care and skill when handling a customer’s property. Furthermore, goods must be returned in the same condition in which they were received. The damage to my sunglasses occurred while they were under the control of your staff, and the refusal to take responsibility is inconsistent with these legal obligations. I therefore formally request that Specsavers: Replace my damaged sunglasses with an equivalent pair; or Compensate me for the full value of the item. If this matter is not resolved promptly, I will have no option but to escalate it to the National Consumer Commission for further investigation. I trust that this matter will receive the urgent attention it deserves, and I look forward to your response.
Helpful (0)
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windsor M
1 reviews | Active since Jan 2020
18 Mar 2026, 14:21
Complaint order nr D4730F-B Specsavers Upington
Dear Sir/Madam, I am writing to formally lodge a complaint regarding an incident that occurred at your Upington branch on 18/032026 I handed in my sunglasses to have the lenses replaced. Approximately 45 minutes later, I was contacted by staff and informed that my sunglasses frame had been broken while in their care. When I returned to the store to address the matter, I was extremely disappointed by both the response and attitude of the staff. There was no acknowledgement of responsibility, no apology, and no attempt to resolve the situation. Instead, I was simply told that I had brought the item in “at my own risk,” and that the store would not repair or replace the damaged sunglasses. As a loyal customer of Specsavers since 2016, I find this response unacceptable. In terms of the Consumer Protection Act 68 of 2008, service providers are required to exercise reasonable care and skill when handling a customer’s property. Furthermore, goods must be returned in the same condition in which they were received. The damage to my sunglasses occurred while they were under the control of your staff, and the refusal to take responsibility is inconsistent with these legal obligations. I therefore formally request that Specsavers: Replace my damaged sunglasses with an equivalent pair; or Compensate me for the full value of the item. If this matter is not resolved promptly, I will have no option but to escalate it to the National Consumer Commission for further investigation. I trust that this matter will receive the urgent attention it deserves, and I look forward to your response.
0
Replies (0)MC
Monica Ceresa-Hall
1 reviews | Active since Jan 2020
18 Mar 2026, 08:41
****ming People
Why are you ripping people off? I spent around R6000 on new glasses from the Douglasdale branch, 2 weeks later there was quite a noticeable scratch on one of the lenses. No idea how it got there as I was incredibly careful. Even the words of the manager, "It shouldn't scratch like that". Previous lenses that I had for 3 years from another optometrist, never had an issue. Take them in to be told, that no there will be no charge so don't worry. Happy as Larry. Few days later I get an email to say that it is a "physical scratch" (whatever that means) BUT I am covered for insurance so I just need to pay 20% and they cover 80%. Ok that shouldn't be too bad. Quote comes through - ANOTHER R1350!!! Um excuse me, what in the fresh hell. I phone in to ask why it is so high - they are replacing both lenses! WHAT, why both? Uh, um, can't tell me. Manager calls me the next day, "we chatted to the lab and they agreed to replace only one lense". I am still in for R470 something something. This is disgusting, trying to get out as much as they can. Do better Spec Savers Douglasdale.
Helpful (0)
|Replies (0)MC
Monica Ceresa-Hall
1 reviews | Active since Jan 2020
18 Mar 2026, 08:41
****ming People
Why are you ripping people off? I spent around R6000 on new glasses from the Douglasdale branch, 2 weeks later there was quite a noticeable scratch on one of the lenses. No idea how it got there as I was incredibly careful. Even the words of the manager, "It shouldn't scratch like that". Previous lenses that I had for 3 years from another optometrist, never had an issue. Take them in to be told, that no there will be no charge so don't worry. Happy as Larry. Few days later I get an email to say that it is a "physical scratch" (whatever that means) BUT I am covered for insurance so I just need to pay 20% and they cover 80%. Ok that shouldn't be too bad. Quote comes through - ANOTHER R1350!!! Um excuse me, what in the fresh hell. I phone in to ask why it is so high - they are replacing both lenses! WHAT, why both? Uh, um, can't tell me. Manager calls me the next day, "we chatted to the lab and they agreed to replace only one lense". I am still in for R470 something something. This is disgusting, trying to get out as much as they can. Do better Spec Savers Douglasdale.
0
Replies (0)TS
Tsholofelo S
1 reviews | Active since Jan 2020
17 Mar 2026, 06:45
Disgusting service
Rating: 0 Star Review Title: Disgusting service and complete disregard for appointments at Westgate "I had an appointment booked at Specsavers Westgate for 16th March 2026. The treatment I received from the optometrist, Katlego Mamasonya, was absolutely unprofessional and disrespectful. Despite having a confirmed appointment, Mr. Mamasonya ignored the queue of waiting patients who had booked time slots. Instead, he prioritized people he knew personally, allowing them to jump the queue. At one point, his assistant even tried to alert him that there were customers waiting who had appointments, but he blatantly ignored her and pretended not to hear what she was saying. It is completely unacceptable for a medical professional to show such favoritism and disregard for the patients who booked time specifically to see him. If he values serving his friends over paying customers who made appointments, he should not be working in a customer-facing role. I was so disgusted by the treatment that I canceled my appointment on the spot. I will be taking my business elsewhere, where customers are actually valued."
Helpful (0)
|Replies (0)TS
Tsholofelo S
1 reviews | Active since Jan 2020
17 Mar 2026, 06:45
Disgusting service
Rating: 0 Star Review Title: Disgusting service and complete disregard for appointments at Westgate "I had an appointment booked at Specsavers Westgate for 16th March 2026. The treatment I received from the optometrist, Katlego Mamasonya, was absolutely unprofessional and disrespectful. Despite having a confirmed appointment, Mr. Mamasonya ignored the queue of waiting patients who had booked time slots. Instead, he prioritized people he knew personally, allowing them to jump the queue. At one point, his assistant even tried to alert him that there were customers waiting who had appointments, but he blatantly ignored her and pretended not to hear what she was saying. It is completely unacceptable for a medical professional to show such favoritism and disregard for the patients who booked time specifically to see him. If he values serving his friends over paying customers who made appointments, he should not be working in a customer-facing role. I was so disgusted by the treatment that I canceled my appointment on the spot. I will be taking my business elsewhere, where customers are actually valued."
0
Replies (0)NM
Nico M
1 reviews | Active since Jan 2020
15 Mar 2026, 18:46
Atrocious service from Specsavers Mall@Reds
Atrocious service from Specsavers Mall@Reds. I’ve been struggling to receive my contact lense order from the 19th of December 2025! 12 weeks of excuses and confusion. Store Manager Shelly tells me “not to worry” and store assistant Brandon makes me wait 45 minutes (twice) and tells me “sorry I don’t have an answer for you and i don’t have my manager’s number”. He then hands me trial lenses that are not even close to my prescription’s strength and says “I’m so sorry, there’s nothing else I can do”. Previously he even made me access my call log history on my cellphone to show him proof of having received a call to come collect my contact lenses…can you imagine!? 12 weeks of waiting for 45 days’ supply of contact lenses. And this is not the first time - been the same experience for at least the past 3 orders. Manager Shelly always has nothing but excuses. 3 weeks ago I received 30 days’ supplies and today I get told that my order of the 18th of December has already been collected (referring to the 30 days supply l, which was not the order placed by me). After asking for my script 3 times, I finally got it today. I took it to Torga optical, also in Mall@Reds, and they immediately placed my order (apparently from the very same suppliers as Specsavers), and told me it will arrive within 5-8 business days…
Helpful (0)
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Nico M
1 reviews | Active since Jan 2020
15 Mar 2026, 18:46
Atrocious service from Specsavers Mall@Reds
Atrocious service from Specsavers Mall@Reds. I’ve been struggling to receive my contact lense order from the 19th of December 2025! 12 weeks of excuses and confusion. Store Manager Shelly tells me “not to worry” and store assistant Brandon makes me wait 45 minutes (twice) and tells me “sorry I don’t have an answer for you and i don’t have my manager’s number”. He then hands me trial lenses that are not even close to my prescription’s strength and says “I’m so sorry, there’s nothing else I can do”. Previously he even made me access my call log history on my cellphone to show him proof of having received a call to come collect my contact lenses…can you imagine!? 12 weeks of waiting for 45 days’ supply of contact lenses. And this is not the first time - been the same experience for at least the past 3 orders. Manager Shelly always has nothing but excuses. 3 weeks ago I received 30 days’ supplies and today I get told that my order of the 18th of December has already been collected (referring to the 30 days supply l, which was not the order placed by me). After asking for my script 3 times, I finally got it today. I took it to Torga optical, also in Mall@Reds, and they immediately placed my order (apparently from the very same suppliers as Specsavers), and told me it will arrive within 5-8 business days…
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Replies (0)GJ
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Zainodeen I
1 reviews | Active since Jan 2020
13 Mar 2026, 14:46
Too stupid to see even though they work at Specsavers
Spec savers a company I've been loyal to for almost 20 years has become TRASH. Specsavers centurion is a damn JOKE!!!! Unprofessional filled with people who have no ethics or brains!But it's fine just put a black woman as a manager and everything is fine. No matter how retarted she is or how difficult it is for her to understand it's fine as long as she is black.it really is a shame but never the less if you go to Specsavers centurion make sure they don't cancel your order for their stupidity make sure that your parents aren't left blind whilst *********** staff run rampart in the store thinking they actually do anything worth while.muslims don't risk your parents unable to read quran because spec savers staff uses 10+ year old contact details to call U! Your eyes are one of the most important things ever don't leave it I'm the hands of people who can't read or write. Go to vision works they have professional staff they know how to treat customers and U won't regret it Specsavers is going down the drain that is why they have constant specials they make the glasses cheap so you don't pay attention to their ****a shop service disgusting they should put a china shop in place of that spec savers it will be more useful
Helpful (0)
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Zainodeen I
1 reviews | Active since Jan 2020
13 Mar 2026, 14:46
Too stupid to see even though they work at Specsavers
Spec savers a company I've been loyal to for almost 20 years has become TRASH. Specsavers centurion is a damn JOKE!!!! Unprofessional filled with people who have no ethics or brains!But it's fine just put a black woman as a manager and everything is fine. No matter how retarted she is or how difficult it is for her to understand it's fine as long as she is black.it really is a shame but never the less if you go to Specsavers centurion make sure they don't cancel your order for their stupidity make sure that your parents aren't left blind whilst *********** staff run rampart in the store thinking they actually do anything worth while.muslims don't risk your parents unable to read quran because spec savers staff uses 10+ year old contact details to call U! Your eyes are one of the most important things ever don't leave it I'm the hands of people who can't read or write. Go to vision works they have professional staff they know how to treat customers and U won't regret it Specsavers is going down the drain that is why they have constant specials they make the glasses cheap so you don't pay attention to their ****a shop service disgusting they should put a china shop in place of that spec savers it will be more useful
0
Replies (0)KN
Katekani N
1 reviews | Active since Jan 2020
12 Mar 2026, 08:03
Customer service hero's (Rynfield Terrace) - ERNA ADN MELISSA
What a service. Erna & Melissa from Spec-savers Rynfield Terrace,Benoni...Hire more of them they are brilliant, walked in there a few minutes before they had to close but they were so helpful and smiling throughout the our inter-action. I asked to pick something and have it done at another branch. Erna offered to drop-it off at the other branch for me on her way home and I'd have to just pop by the other branch when I get the chance to finalize my needs. Those two people are customer service stars thats all I have to say! WOW I had to drop a review
Helpful (0)
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Katekani N
1 reviews | Active since Jan 2020
12 Mar 2026, 08:03
Customer service hero's (Rynfield Terrace) - ERNA ADN MELISSA
What a service. Erna & Melissa from Spec-savers Rynfield Terrace,Benoni...Hire more of them they are brilliant, walked in there a few minutes before they had to close but they were so helpful and smiling throughout the our inter-action. I asked to pick something and have it done at another branch. Erna offered to drop-it off at the other branch for me on her way home and I'd have to just pop by the other branch when I get the chance to finalize my needs. Those two people are customer service stars thats all I have to say! WOW I had to drop a review
0
Replies (0)