September 2025 by ashraf elabbady
I?ve been with Specsavers for over 13 years ? always happy with their friendly service and smooth eye tests!
August 2025 by Chloe M
To provide some context, I visited the Ilford location on the recommendation of my partner, who is an employee at that store. My eye test went well, as did the fitting and ordering of my glasses, for which I received a friends and family discount.
The issue started after I placed my order - I was told I would be able to collect my glasses the following week. However, when I visited the store the next week, I was informed there was a delay, without any specific reason being provided.
I visited the store multiple times afterward to see my partner after work, but no additional information was provided to me. Around two, possibly three weeks after placing my order, I went in again and spoke with the manager, Ali. He informed me that one of their employees had damaged my glasses performing a non-standard procedure and that I would either have to accept the damaged product or pay an additional amount to have them repaired - without any mention of a refund being offered.
I informed Ali that the offer he had made violated the Consumer Rights Act 2015, but he appeared to ignore this and still did not offer a refund. As a result, I will be reporting this interaction and making a formal complaint to Citizens Advice to be passed on to Trading Standards. While I understand that this alone may not trigger an investigation, I hope that if there are past or future complaints, the cumulative number will lead to staff being properly trained on how not to violate the law.
About a month after my initial ordering, I spoke with one of the directors, Mohammed Rehmani. He seemed very dismissive and avoided eye contact throughout our discussion. We spoke about the issue with my glasses and the offer made by Ali. He explained the business case for not replacing the glasses, citing the discount I received and the resulting small loss to the store - seemingly ignoring my statutory rights and attempting to justify Ali?s offer. I will include this conversation in my complaint to Citizens Advice, so they are aware that a director was informed of the trading malpractice by their staff. In the end, I was able to get him to agree to a refund for the glasses.
In addition to the complaint I will be making to Citizens Advice, I will also be submitting one to the OCCS due to the unacceptable length of time it took to resolve this issue. Being left without glasses for a month is simply unacceptable - especially when the delay was caused by the incompetence of the management and directors in handling what should have been a straightforward matter of offering a prompt refund or replacement. Now, I am left having to take the time to obtain my glasses elsewhere.
August 2025 by Maimoona Jan
I had a really good experience. I don't know the option's name, but she was so nice and sweet, and she was helping us a lot.
August 2025 by geeja srilal
The Optician was very knowledgeable and shown his professionalism
The rest of the staff need more training in customer service and communication
August 2025 by Harry Bond
On my second appointment Ihad plesant experience. They seen me on time and explained me the procedure before the eyetest and explained the detailed result. I was specillay pleased with opticions and specially with Ms Sid.
I recentley had my new specs so did not required new glasses.
H Parmar
August 2025 by Amna Shafqat
Great friendly staff always good experience when I visit
August 2025 by Mariam Alim Hunters
very good store ig1
August 2025 by muneeb butt
I?ve always had a great experience with Specsavers ? from the warm welcome at reception to the professionalism of the optometrists and the helpful advice when choosing frames. The team make eye care simple, friendly, and stress-free. I really appreciate the balance of expertise, affordability, and excellent customer service. I?ll happily recommend Specsavers to Anyone
August 2025 by Shamima Uddin
Fantastic and friendly service by staff in the ilford branch
August 2025 by Malcolm Richardson
A very efficient place and very nice people.
August 2025 by William
People don't expect to see a 5-star review when something goes wrong. But I'm giving 5 stars only because I can't give 6. Ali and the team at Specsavers were polite and friendly during my initial visit and, though there was an unforeseen delay in my new glasses coming in (system issues on the day I was in), they were incredibly helpful in getting a resolution as quickly as possible. But more importantly, the care and professional shown NEVER was in doubt. I wasn't upset - these things happen - and once the glasses were received, we parted on the best of terms.
I went in today for another pair (to serve a different distance requirement) and was remembered. To me, the volumes that speaks is insurmountable. Thank you once again for impeccable service and knowing you have a customer for years to come.
August 2025 by Serpil Dogan
I had the pleasure of being assisted by Rabia during my visit, and I truly can?t praise her enough. From the moment we spoke, she was incredibly polite, attentive, and genuinely caring. It?s rare to come across someone so naturally kind and professional ? Rabia made the entire experience smooth and pleasant with her calm and reassuring manner. She took the time to listen and made me feel truly valued as a customer.
Her warm attitude, patience, and clear attention to detail really stood out. People like Rabia make all the difference ? she?s a true asset to the team, and I hope her efforts are recognised. Thank you again, Rabia!
August 2025 by Yara Ziadeh
An absolute top-tier experience at Specsavers! Apisan, Amber, and Amin were all fantastic?friendly, professional, and genuinely lovely to deal with. But if I had to pick a standout, it would be Amin. That young lad was a gem?unfailingly polite, effortlessly courteous, and an absolute joy to chat with. He made choosing glasses feel less like a chore and more like catching up with a mate who has great taste. My son and I are proud to call this our go-to branch. Efficient, welcoming, and consistently excellent?what more could you ask for?
April 2025 by Umer Nalla
The young man who helped choose the frames was very helpful and provided great advice.
However, there was only one of him - having to deal with several customers - so we had to keep waiting each time we needed to speak to him and then finally pay for the spectacles.
The eye test itself was less than ideal. I made sure I arrived on time (a few minutes early). However, then had to wait almost an hour to get the eye test done! What was the point of making an appointment?
April 2025 by Sal (Sally)
The customer service has gone downhill. I had to wait 40-60 mins to be seen even (with an appointment). Meera and Josh provided terrible customer service. The optician was wearing a mask so I couldn?t read her expressions well. The glasses are expensive and poorly made hence I witnessed an elderly lady being told she would have to pay £200 plus for new glasses because hers had broken and did not last 2 years. They make you pay extra for an eye scan even when you advise you don?t want to. Collection is also not even done properly with the customer being able to try the glasses on sitting down and looking in the mirror. Strongly suggest you do not buy the cheap quality frames and buy them online instead.
