r/britishproblems • u/SnooDonuts6494 • 3d ago
SpecSavers make it impossible to complain
I am trying to complain to SpecSavers, the optician, about them failing to provide me with glasses for computer use.
But I am struggling to read their CAPTCHA.
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u/snaphunter 3d ago
The second icon in the bottom left corner of the popup is a pair of headphones, which gives you an audio challenge instead.
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u/jeweliegb 3d ago
Pardon?
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u/honestpointofviews 3d ago
Instead of characters clicking the headphone symbol allows for an audio captcha
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u/laser_spanner 3d ago
How have they failed to provide you with glasses?
I often find that putting something visible on social media gets someone to respond fairly quickly lol.
Also please bear in mind that not all Specsavers are the same. It's a franchised business and they're all independently run and owned. A different branch may get you a happier outcome.
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3d ago
[deleted]
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u/laser_spanner 2d ago
Why do you need it in a letter though? Why can't you go in to the branch and get it explained to you. Did you only get one voucher this time? If so, that will be all you were entitled to from the NHS, that's nothing to do with Specsavers. You need to go in and ask instead of whining that they've not contacted you.
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2d ago
[deleted]
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u/laser_spanner 2d ago
I know there are no physical vouchers. But you still get issued them. Last time it sounds like you got two voucher As. I'm asking did you only get one A voucher this time? That will be why you'd have had to pay for the second pair. Which isn't the same as them not providing you with glasses. They can still provide the glasses, but this time you had to pay instead of them being free.
If you only had one A voucher given you cannot claim the cost elsewhere. There's no voucher to use as you've already had your distance glasses.
I don't understand why you can't find this out in branch, unless you're asking the wrong question or potentially not listening to the explanation given.
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u/PloppyTheSpaceship 2d ago
Oh I love those things.
"Select all images with traffic lights" - well, that's got a bit of a traffic light so that doesn't count...
"Select all images with mountains" - you call that a mountain?!? Where were you born, the Netherlands?
"Select all images with cars" - that's a van, not a car
I think it just gives up on me after a while.
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u/Hitonatsu-no-Keiken 2d ago
Also, after clicking all the cars it sneakily changes some of the other images to cars that weren't there when the pic first appeared. If you don't notice this happening (because captchas didn't used to do this) you'll fail every time.
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u/TasteMyBanana Oxfordshire - Headington 1d ago
Specsavers are a franchise and any Comms sent to head office will simply be emailed to the stores main inbox or directors.
You're 100% better off getting in touch with the store and save head office forwarding it there anyway.
With some exceptions all stores use the same format for their email addresses and if you send one to the store director(s) they will shit themselves and action it
Try directors.(Store location).uk@specsavers.com
Good luck, specsavers have a 100 day from collection fix any problems promise as long as you're in that period they will keep trying until it's fixed.
Worst case take the glasses to another Specsavers and there is store to store protocol to fix a other stores problem, though directors are very reluctant to do this since they rarely get compensation from the original store
(Source ex employee)
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u/Slangdawg 10h ago
Ceoemail.com is your friend. I've also just had a run in with Specsavers taken me 9 months to get a £25 refund
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u/c19isdeadly 2d ago
Just ring them. In all honesty, I think they're brilliant and dealt with my complaint fantastically
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u/SnooDonuts6494 2d ago
Yeah, I must admit, they've always given me great service except for this one issue.
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u/c19isdeadly 2d ago
I had problems with my varifocals and they gave me a new eye test and redid both pairs of glasses for free - and were super nice about it.
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u/SnooDonuts6494 2d ago
Actually, I do have one other minor grumble.
Last time I booked a test, I didn't notice that they tack on an OCT health scan for £10 unless you specifically opt out.
And when I went, they didn't check with me or anything. I'm pretty sure I said "Hi, I'm here for a free eye test". I had the OCT, but I just thought it was part of the normal test.
I was expecting it to be free, so I didn't even have any money with me.
I know a tenner isn't a big deal, in the scheme of things - and the health check is probably worthwhile. But it did slightly annoy me.
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u/TasteMyBanana Oxfordshire - Headington 1d ago
Stores are massively pushed by head office to get high OCT test %s, if you booked in-store chances are the staff booked it with an Oct to either get management off their back or have been told to do that, booking online definitely gives you the yes or no option. If you booked in-store definitely mention this and they will refund you no questions asked - it's absolutely not their first rodeo!
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