Mijn Klacht:

Good afternoon,

I am writing to let you know about the incorrect prescription I received earlier this year and the extremely disappointing service I had at your Hoofddorp branch today. I left the store feeling frustrated, upset, and genuinely concerned about the quality of service I received.
In May-2025, I purchased two pairs of computer glasses from Specsavers for €699. As these were the first official glasses I used daily, I trusted the advice and prescription provided to me.
Recently, I booked an appointment to explore whether varifocals would be suitable for me. I was told that no new test was needed because “my eyes should be the same.” I was also told I should wear my computer glasses all the time, which contradicted what I understood computer glasses were designed for.
After noticing that my over-the-counter reading glasses worked better than the computer glasses from Specsavers, I scheduled a new appointment for today (04-12-2025).
During this appointment, the optician informed me that the prescription I received in May was completely incorrect and that this was a mistake on Specsavers’ side. This naturally explains why I have been struggling with the glasses I purchased.
While I appreciate that Specsavers offers a 3-month guarantee, this situation goes beyond a standard adjustment:
I purchased two pairs of glasses based on an incorrect prescription, and I have now spent months with unusable glasses that I paid a significant amount of money for.
Following the test, I attempted to place a new order. Unfortunately, the experience did not improve:
• When I sat down with the consultant, she opened with, “What is your story?” which felt dismissive and unprofessional.
• When I asked if my existing Specsavers frames (bought this year) could be reused, I was told it would cost more because discounts do not apply unless frames are bought again.
• I was not offered any lens options (Premium, Elite, Ultimate) and later discovered the consultant had selected “Elite” without discussing it with me.
• When I questioned this over the phone, the consultant spoke over me and eventually raised her voice, saying, “Excuse me, I am trying to help you,” while I was still speaking.
This level of service is unacceptable, especially given the initial error made with my prescription and the amount of money I have already spent.
To resolve this situation fairly, I am requesting:
• A substantial discount on the new lenses and/or frames, given that the original incorrect prescription has made my previous purchases unusable.
• A review of the way this situation was handled in the branch, particularly regarding communication and customer care.

I believe this is a reasonable request considering the circumstances, my time spent returning for multiple appointments, and the financial impact of the prescription error.

I trust Specsavers will take this matter seriously and respond with an appropriate solution.

Kind regards
Cornelia Wolfaard

Gewenste Oplossing:

To resolve this situation fairly, I am requesting:
• A substantial discount on the new lenses and/or frames, given that the original incorrect prescription has made my previous purchases unusable.
• A review of the way this situation was handled in the branch, particularly regarding communication and customer care.