Specsavers Opticians and Audiologists - Broadwalk Reviews Summary

Customer Service

Pros:

• "I've been coming here for 7 years and always a great service and professional staff."
• "Friendly and efficient optician; will explain at length what is being done to you and why, followed by explanations of what’s going on for your eyes and vision. Very informative and welcome!"
• "Amazing service!... Really taken aback at how friendly the staff were."
• "Raveena is a star! My mum's eyes were very itchy for months... Finally after months of my mum's itchy eyes, the solution was finally found."
• "The staff (especially the optician we saw) were incredibly patient, kind, and understanding of a young person I supported to her appointment and explained things clearly, with empathy and a smile (beneath her face mask)."
• "Both the staff, optician and audiologist were brilliant with her. They showed so much care and understanding."
• "Jayant Hirani was a polite and very helpful optician. He examined my elderly mum thoroughly and did everything to help her. He did all necessary tests and explained the findings in detail. I'm very grateful to him. He is an exceptional person."

Cons:

• "Worst customer service. They never see you on time. Waited OVER 40 MINUTES."
• "The place is disorganized and disgusting customer service."
• "I waited 25 minutes before deciding to ask when I would be seen."
• "Unfortunately on the day of collection when I went to collect my frames, I stood in a queue for 30 minutes, watching 3 staff walk in and out of different rooms, making it look like they're extremely busy."
• "Awful service and terrible staff. Waited month for an appointment, in there for nearly 3 hours!! Took 3 weeks for glasses to arrive and I couldn't see anything at all."
• "What’s the point in making appointments if they can’t stick to them?!"
• "The branch can't manage the amount of appointments they book. There were customers arguing with the staff and the staff weren't friendly or helpful."

Product Quality

Pros:

• "The glasses themselves last a long time and only get replaced when my prescription changes. They also run deals on the glasses."
• "Very pleased with my new glasses."
• "Fantastic service! The staff were very professional and understand the need of customers and to help pick out glasses that fit well and are functional for my daughter."
• "Bought my first pair of varifocals and I'm very pleased with them."
• "They managed to help me with a reading/monitor related vision issue, and I managed to get some specs I like at a reasonable price."

Cons:

• "They make very strong glasses for my mum! She can’t wear them. She’s feeling dizzy, headache after sometimes."
• "Moving elsewhere after more than a decade. Our 13yr old had to renew her glasses and in one eye her prescription increased by 0.25.. went to pick up her glasses and they had some extremely thick lenses all of a sudden and forced us to pay £55 for thin lenses although something we were never charged with either of our kids."
• "I am sorry to say that my distance glasses that I recently purchased are the most uncomfortable and badly fitting frames I have had in my years of going to Specsavers."
• "The staff are amazing but I am sorry to say that the person that served me with my new glasses didn't ask how the fitting etc was."
• "I went today to specsavers they cheated on me they told me just the frame is 125pound but they said they can reduce price for me for 86pound but they took from my bank card 109!,,!!!!! Pounds awful I will never EVERRRRR GO BACK THERE AGAIN!!!"
• "awful service, do not trust the manager there promised me glasses will arrive in a week and then tells me she cant find the glasses."
• "It's been 3 weeks since then and my glasses have still not been delivered to me I even gave you my frames."

Efficiency and Organization

Pros:

• "Super easy to book an appointment online, as you can see what time slots are available. You’ll also get an email confirmation."
• "The optician was effective, helpful, and one of the fastest typists I have ever seen outside of an accountancy practice - respect rendered where due."
• "Very professional and friendly staff, got me checked on time."
• "The optometrist is really good, one of the better ones I've had."
• "Friendly and efficient reception staff; the same person who greets you also takes care of your pre-screening."

Cons:

• "I have waited over 3 weeks for my glasses and contact lenses and can’t even get through to them!"
• "I’ve been trying to call the specsavers branch in Broadwalk Edgware since 9:10 am up to 12-:00. Attempted several times only to hear the recording that I will get a call back but never heard from anyone for 4hours."
• "I paid for glasses which, according to the saleswoman, were supposed to be ready on September 3. Today is September 3 and the glasses are not ready."
• "Zero communication. Zero service. Zero regard for NHS staff. Absolutely disgusted."
• "Also what is the point of leaving messages when no one actually rings back and why isn't anyone answering calls anymore!"
• "Staff is nice but I had to wait ridiculously long just to pick up an order. Not very well organised and lots of staff around but everything is very slow."
• "Never answer the phone. Always get the automated message that il get a call back which I never do…waiting times in store for your appointment are horrendous."