At Specsavers, we aim to bring you the highest standards of service and expertise. All our stores are locally owned by professional opticians whose priority is to offer the best in eye care. That’s why you’ll find this promise in all our stores:
“We want you to be completely happy with your purchase at Specsavers. If you have any concerns within three months of the date of purchase, we will put it right. No quibble, no fuss.”
Your statutory rights are not affected. Please ask in store for full details.
If you think that you might have an eye problem that requires urgent medical attention you should either contact your store, your GP or go straight to A&E.
Each Specsavers store is owned and operated by one or more opticians, hearing aid dispensers or retail directors, who are there to make sure you are completely satisfied. Your local store also holds your records.
If you have a query or would like to give feedback about the products or service provided in any of the Specsavers stores please contact the owner of your local store. This will make sure that your query is dealt with as quickly as possible.
Your feedback is very important to us - if you leave your email address during your store visit, we will send you a short questionnaire from the store about your experiences. We have three different survey questionnaires depending on whether you had an eye test appointment, a contact lens appointment or a hearing appointment.
We would appreciate hearing about your specific visit so we can ensure you have complete customer satisfaction and improve our service in the future. Every store receives your feedback directly and if necessary will follow up any concerns you have commented on.
The survey is called 'Maze' and an email will arrive 14 days after your initial glasses visit and 48 hours after a contact lens or hearcare visit. On occasions your personal privacy settings may block the email, so please check your spam folder if you wish to give feedback.
We do not want to overload our customers with emails, therefore if you have completed a feedback questionnaire in the last six months we will not send you a duplicate one.
Every Specsavers customer who completes our survey and leaves their contact details is entered into a monthly draw to win £500. Your name will be included in the next draw following the completion of your survey. The prize is a token of thanks for all the customers who have helped us improve our service.
We regret that if your email is not given at the time of your visit we will be unable to send you a survey to complete for entry into the prize draw.
Prize draw: One draw per month until further notice. Winners will be contacted by phone.
Specsavers only sells its frames in Specsavers stores and through authorised Specsavers sellers with Specsavers point of sale material. We do not sell to any online auction sites or retailers.
Customers are therefore advised that Specsavers’ frames purchased from unauthorised online auction websites may be secondhand, stolen or copies. If you are concerned as to the authenticity of the product you should contact your local Specsavers store.
If you would like to share more feedback about your Specsavers experience please click on the envelope link below, with as much information as possible including store location. Your email will be forwarded to the owner of your local store who will promptly respond.
Or write to us and your letter will be forwarded to the owner of your local store (no stamp required):
Customer Care Manager
Specsavers Optical Group
Specsavers is the best on the high street for customer service
Specsavers is very proud to have been placed fourth out of 228 companies for customer satisfaction, as assessed by the Institute of Customer Service.
The ICS is the independent, professional membership body for customer service.
The survey measured customer satisfaction in the UK, from over 39,000 responses based on the customers’ experiences of professionalism, quality and efficiency, ease of doing business, timeliness, problem-solving and complaint-handling. Respondents were a representation of the UK’s adult population according to region, age and gender.