Specsavers in Dumfries recently received a fantastic critique after a happy customer took to the store’s feedback page to share his experience when he visited the store in January after breaking both his main pair of glasses and his second pair.

He said: ‘When I walked into the store, I was approached by Sarah who searched the entire store to find my glasses.

‘Unfortunately, one pair was discontinued and the other pair was unavailable. I was concerned that I was going to have to pay for a new pair – and with a young family and a wedding to pay for, this was the last thing I needed, especially as I need my glasses all the time.

Outstanding approach

‘Sarah managed to glue one pair back together and ordered a new frame for me for the other pair. Unfortunately, I broke one of the pairs again during the night, so went back to the store in the morning. Sarah instantly remembered me and got me sorted with a pair of frames within an hour.

‘Sarah's approach to customer service was outstanding she made it a very personal experience. I have worked in retail for more than 10 years and have found that people are very quick to complain but never talk about good experiences. I really hope Sarah gets to read this.’

Scott, Dumfries

A word from the store director

Store director Jill Dickson was delighted with the feedback stating: ‘It’s always great to hear positive customer feedback and we’re delighted that Scott took the time to tell us about his experience and thank Sarah.

‘Our customers are at the heart of the business, so providing them with a consistently high level of service is vital.’

At Specsavers we always strive to provide the highest level of customer service and care so its great to receive such positive feedback from our customers. If you've had an experience you'd like to share please visit our online feedback page.

To leave your feedback

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