Specsavers Opticians and Audiologists - Kilburn Reviews Summary

Customer Service and Staff Behavior

Pros:

• "Staff were polite and friendly."
• "Rob went above and beyond to fix my glasses in no time, he was polite and friendly."
• "The young guy who took photos of my eyes, and the optician who did the eye test were both super knowledgeable, professional and friendly."
• "All the staff were welcoming, professional, and informative."

Cons:

• "Terrible staff these people work in this store have no customer service they rush with everyone."
• "The staff I dealt with was terrible. The manager included. Gave me wrong information and when proven wrong still too proud to admit it."
• "She should be trained. She have no customer service skills whatsoever."
• "Very rude staff. You have appointment time and ignoring you.. they will see you after 1 hour."
• "Horrible customer service. The staff is very rude and unfriendly."

Appointment and Waiting Time

Pros:

• "Came on Saturday 30.09. Store was completely full of people."
• "Very impressed with the service I received on my visits on 27 Sept and 11 October - especially given that the branch was extremely busy."

Cons:

• "But what’s wrong with the first appointment which I have taken and all explained to them on the phone before coming."
• "Had an appointment at 11am, got told off at the 'reception' and offered an appointment at 1pm instead, because 'the optician is running late anyway'."
• "Came first and waited and stuff would ignore me and make me wait and serve other who came after me… happens for the second time…"
• "Waited over 40 minutes from scheduled slot, repeatedly told sorry for the 15 minute delay."

Product Quality and Prescription Accuracy

Pros:

• "Great experience at the Kilburn branch! Rob helped me to get the perfect prescription lenses to fit into my own frame, very friendly and professional!"

Cons:

• "Got my eye test here they told me to come in 1 week to collect the glasses, its one week later I walked in and they made me wait 30 minutes just to say I couldn't collect my glasses today."
• "With my new glasses my vision is not as good as it is with my old pair of glasses. It is slightly worse. I think they cock up the eye test."
• "I’ve been there a bit more than a week ago for my eyetest and for making new grasses prescription. The lady doctor was extremely nice and helpful- 5 stars for her job. I bought new glasses there and a week later received them ready and the guy said I can come back within 3 month if something will not be okay with glasses."
• "This is probably the worst experience I’ve had in my life being a shortsighted person. I go in to do my eye test and they tell me that my eyesight improved! Ok… two weeks of wait later to update lenses in my glasses, I pick them up and I cannot see a thing!"