Repeatedly and consistently dreadful customer experience over a 3 month period - as I was I was told, "We don't do refunds." AVOID THIS WEST BROMWICH BASED STORE AT ALL COSTS!
After 13 plus visits to this store and them failing me time after time they still refused to give me a refund only offering a partial refund of £92 leaving me out of pocket by £248 and with some glasses which ultimately I cannot can't wear. They sit beside my bedroom table as a stark reminder of the negative experience I had every morning I wake up. This means during challenging times when money is really tight due to the current pandemic, I have been forced to give Specsavers West Bromwich money they will pocket. They will also resell my old frames which they have taken back from me too which makes this even more despicable as they downright refused to give me a refund even though it had been promised before.
There is no signage in store saying you don't do refunds and more importantly I wasn't told this before I bought any of my glasses but instead was told should there be any issues they will offer exchange or refund and was also promised this before I swapped my glasses again. Specsavers West Bromwich were quick to take money and up sell on lenses but did not even once mention about they don't do refunds.
Clearly the majority of the colleagues (or at least the majority of ones who I have had the unfortunate displeasure of having encounters with) need to be retrained. Perhaps they could be sent to one of the Birmingham stores as having looked at some of their reviews online on other sites they seem to understand the meaning of customer service. I work in a care setting and clearly Specsavers West Bromwich just see pound signs when it comes to people walk through their doors which is atrocious.
I have never written any kind of complaint like this in my entire life but have felt it was my duty and that I had no other option as I wouldn't want anybody else to go through this kind of abysmal and shocking customer experience I have for 3 months give or take. Having worked in customer service in the past for over 6 years and been a glasses wearer for over 20, this is no way to treat any human being, especially a customer such as myself who only wanted a couple of pair of glasses. To have had to keep explaining to my work why I can't perform at full capacity and why I need to take time out just to get my glasses sorted has turned into terrible debacle. I also will have to make up all the time lost at my work meaning I will have to either do unpaid overtime for the next few weeks or have the missed hours deducted for my pay packet all because Specsavers West Bromwich couldn't get it right and still refuse to give me the refund they initially promised and guaranteed me after the 3rd pair of glasses I given by them didn't work out and were ultimately unsatisfactory.
This Specsavers West Bromwich franchise are really tarnishing the name of Specsavers. Before this, at the start of June before this whole encounter I thought as Specsavers as a pioneer and leading spectacle brand who cared about their customers especially after repeatedly seeing their commercials on the TV and how they have been supporting people across the country including NHS workers such as myself. Clearly this isn't reflected in the West Bromwich branch that is ultimately ruining the brand of Specsavers massively. I have had a quick look online at just a small amount of their reviews from other customers online who have stated similar concerns to myself (see below). I only wish I had taken these reviews more seriously as evidently I'm not the only person the West Bromwich Specsavers franchise is treating badly on a regular basis. I have no other option but to contact you and let you know about my experience.
Abrar Zaman, Retail Director at Specsavers West Bromwich and Majid Jawaid, Ophthalmic Director at Specsavers West Bromwich really need to re-evaluate the day-to-day operations within this store as currently the after care service they offer is inadequate, horrendous and appalling to put it mildly and clearly making a quick buck is their number one objective with after care support for its customers bottom of their agenda. It's pretty obvious I shouldn't have gone to Specsavers. All I wanted was a refund after being messed around on numerous occasions and that could not be granted. Yet the frames I returned will be sold on to another customer and I'm out of pocket £248 with glasses which are not fit for purpose and am being forced to go elsewhere to find a pair of glasses which are. read more
