SelectSpecsReviews 192

Horrendous customer service. I placed an order on the 29th July to be told 2 days later that the item was discontinued and asked to choose a substitute - which I did. 6 days later I received another email informing that the item I chose had been on sale and it was no longer on sale so 'sorry' choose something else. So 9 since I had placed my order and nothing had been done - seeing that I am flying out in a weeks time and I will need glasses to drive I am not just furious and upset, but massively inconvenienced and will incurr massive additional expenditure due to SelectSpecs incompetence. Their 'Customer Care' should be renamed to "Customer dont give a £$$% without care" - in the meantime they are still holding to my money. I told them that I would be raising a complaint to the Consumer Ombudsman and review them according to the service received - to which their response was "yes sure, go ahead".

From previous purchases, their glasses are cheap, horribly made and you will need at least 3 pairs to see the year out - they are cheap however, whenever they do decide to send them out and not cancel your order. So, cheap, just like their customer service and quality provided.

I cannot begin to stress how crap this company have been. Suffice to say the glasses finally came and I was baffled why they were giving me a headache. Had them tested by a REGISTERED PRESCRIBER and the prescription was totally wrong. Random numbers, nothing like mine! They dont even have a REGISTERED PRESCRIBER! Ask them! The customer service person Julie S sends random emails and answers no questions and you cannot actually speak to anyone. Takes them days to reply. They totally denied the wrong prescription-funny that I went to a very reputable opticians to have them tested. Im all for ordering glasses online for the sake of costs but this $#*!ty level of customer service is a disgrace and so is this company. Go elsewhere-Ive found eye wear brands and they check and check again your prescription and are super efficient.

Poor communication, response times, and exchange process. Extremely disorganized company. The company erroneously sent me my order with a wrong pair of glasses and one with a manufacturer defect. They asked me to return them, so I could then pick what I'd like. But then, they would not honor that promise and said they would no longer let me do a new order, since I was already at my return limit--for something they got wrong and told me to do. Extremely unhappy.

The worst customer service I have ever experienced. They sent the wrong prescription. I informed them straight away and they assured me I was wrong. I took the glasses to Specsavers and they clarified that they were +2 and not -2 as per my prescription. I took a photo of the Specsavers reading and sent to SelectSpecs. They still would not take my word for it and sent a form to be printed and the glasses to be returned. They then admitted they had sent the wrong prescription and it was their error. No apology. I had to chase them for a refund. No apology and no offer of contributing to my trip to Specsavers to clarify their error. I note that they report all bad reviews to Trustpilot and they therefore have them taken down to boost their ratings. No doubt this will happen to this review.

My experience:

I order spectacles, which arrive with a faulty / poorly constructed frame. The arms of the frame 'wobble', which causes major issues as I suffer from Meniere's Disease, so any disturbance in vision means rotational vertigo and motion sickness.

SelectSpecs make me jump through hoops to get a refund.
They demand I send photos of the glasses, even though I tell them that a photo will not show the issue (that arms of frame are unsecure and wobbling).

They will not post me a hard copy of their Returns form when I ask them to because I have no facility to print an emailed one. They tell me to write down/copy the lengthy form 'word for word' instead!
They will not send me new glasses until I return the faulty ones, so I am without any glasses now.

Losing trust in them, I say I will return via recorded/ signed for delivery. They have already told me in writing that I should not pay for return postage for a faulty item, so I expect the return postage cost to be refunded. I should not be left out of pocket because of their faulty product.

Eventually, they receive the returned spectacles (I have confirmation of receipt from Post Office), but deny that they have received the lanyard which was placed in the same parcel and will not refund me for that.

They now refuse to refund me for the return postage costs also.

I have asked them to rectify this, referring to their email in which they said clearly that I would not have to pay return postage costs.
They still refuse to pay.

I have asked them 3 times to give me information about their official complaints procedure, and also the contact details for their CEO. They avoid giving me the information in every reply.

Awful customer 'service'.

7 week wait and the worst customer service? Yes that's select specs!
If you want cheap glasses, appalling service, to be ignored and a script read to you? And even get the same rubbish when you talk to the directors? Then shop here!
They will let down every expectation you have!
And from the attitude of everyone at the company, they ain't bovered!
If you do make the mistake of using them read every minute detail on the website with extreme care and do a full examination of all the terms and conditions, as they don't believe they are ever wrong or could mislead you or anyone could ever make a mistake!

Be warned aviod this company at all costs!

Use them and you will be sorry!