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Specsavers Optical Group review: The nuneaton branch - staff attitude

LEANNE PHILLIPS of US

Apr 14, 2026 3:40 pm UTC

Verified customer

Featured review

I visited the Nuneaton branch today and asked if it was ok if I just looked at some frames. The store was empty and there were 3 staff members on the floor. I found a pair of glasses that I liked but they were a wide fit and I wondered if they did standard fit. I didn't even get my question out and I was spoken over and told to make an appointment, I explained I just had a quick question and again I was told I needed to make an appointment and was left standing in shock at the way I had just been spoken to. I made a comment to my Mum and then was asked do you want me to make an appointment for you, I asked if it would be today (as I was in town for a short time) and the answer was no and I said no I will leave it. The other female member of staff was laughing at the girl talking to me and asked if she was alright (sarcasm)and continued to laugh ... the older member of staff kept her head down and had no issue with the fact that I was not permitted to ask a simple question without an appointment so it is obviously store policy, We also witnessed two other couples enter the store and were bluntly told the same thing. As I was leaving I was asked what WAS the question and I aigainst my better judgement said I wanted to know because these are wide fit ... NO ( cut off again ) we don't offer other frames. It may well be store policy to book an appointment but manners and the ability to hold a civil conversation is basic customer service. I am a Global Customer Service Director and am aware that sometimes difficult customers can try even the most patient of people but what I experienced today in person, not even over the phone, has infuriated me and I am just glad that it was me and not my elderly mother that was with me that was spoken to in this way otherwise I would not have been so quick to hold my thoughts and leave the store. The Nuneaton branch are in urgent need of customer communication training and there are a few people in there specifically the tattoo'd girl with Black hair that need to be put on a personal corrective action plan. We have been specsavers customers for years and the other branches have always been so supportive of our friends and family - The bedworth branch which is small and in a more challenging town could not be more helpful and are night and day in comparison to the level of customer service.

Desired outcome: Acknowledgement of receipt please, and for the staff to be taught the difference between a query needing a time slot and basic customer assistance.

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Specsavers Optical Group Contacts

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Cornwall, UK

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Finland

+31 356 288 311

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Netherlands

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South Africa

+46 844 680 245

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Specsavers Optical Group emails

customerservice@specsavers.co.uk

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Specsavers Optical Group address

La Villiaze, St. Andrews, Guernsey, England, Hampshire, GY68YP, United Kingdom

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Apr 15, 2026
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