Specsavers Optometrists & Audiology - Papanui

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Reviews

1. eun suk park ★☆☆☆☆

   In November 2023, I visited the Specsavers Northland branch. I already wore glasses, but I had never had progressive lenses made in New Zealand before, so I had absolutely no idea how much they would cost. On my first visit, I asked a female staff member how much it would cost to get progressive glasses. She told me around $200. That day, they were fully booked, so I made a booking and came back two days later. At first, everything went smoothly, including the eye test. However, after the eye test, when it was time to choose the glasses, the staff member I originally spoke to was not there. Instead, another female staff member assisted me. She explained the progressive lens options and showed me three choices: • The first option was basically useless and should not even have been offered. • The second option was the only reasonable one. • The third option was far too expensive. I chose the second option, only to be told the price was nearly $600. I was shocked and said, “I came here because I was clearly told it would cost $200. What is this?” She replied that the $200 I heard was probably for the first option. But that first option was practically unusable and should never have been presented as a realistic choice in the first place. During my first visit, the original staff member clearly told me, “You only need to prepare $200.” Because the cost was completely different from what I was told, I said I could not proceed with making the glasses at that point, they told me I still had to pay for the eye test. I asked, “Why should I pay? This situation happened because YOU failed to explain the costs properly.” I also specifically asked earlier whether there were any hidden costs or additional fees, and I was told no. So I asked, “Why should I suffer a loss because of your mistake?” Their answer was simply, “You still have to pay.” I asked to speak to a manager, and I was told there was no manager available. I said I would go home, think about it, and decide whether to proceed with the glasses. I also said that if I decided not to get the glasses, I would pay for the eye test later. I wanted to email the manager first. After leaving the store, I realized I didn’t even know the manager’s name, so I went back inside to ask. At the counter, there was a man and a woman. I asked the woman for the manager’s name, and she wrote “Tiffany” on a business card. Then she pointed to the man next to her and said, “He is also a manager.” I was completely stunned. Just moments earlier, I was told there was no manager. I never asked for a female manager specifically—why was I told none were available? Apparently, they have two managers, and they meant only the female manager wasn’t there. This way of doing business was unbelievable. The male manager’s name was Richard. I explained the entire situation to him, hoping he would understand. Instead, he took a very aggressive stance and insisted that if I didn’t make the glasses, I must pay for the eye test. I told him again that this was not my fault—I made the appointment because I was told it would cost $200. His response shocked me even more. He said that when greeting customers, he instructs staff to mention the lowest possible price to attract customers, and that this was his fault—but regardless, I still had to pay. I felt like I was being treated like a thief. While arguing with them, I was getting late for work. There was no point continuing the discussion, so I paid the money and left. As a result, I suffered two losses: • I was late for work. • I paid money that I should never have had to pay. That is why I am writing this review. Even though two years have passed, I still feel deeply wronged whenever I think about this experience. I promised myself that I would leave this review one day—to let others know how truly terrible, terrible, terrible this store and its managers are, and how lightly they treat other people’s time and money.

   almost 2 months ago
2. Jo Violet ★★★★★

   Very helpful staff brought a new pair of glasses in under half a hour Great selection and service. The guy who served me was friendly and approachable Can't wait to get my new glasses

   almost 5 months ago
3. Melissajane Blair ★☆☆☆☆

   Appalling. I was told that there was no need for me to have the lenses I would need, because the girl mucked up the quote. I was then told because of my demeanor the girl who wrote the quote probably felt she had to. The optometrist testing was great and the girls lovely but once it came to the market rest the girl was absolutely no help . No responsibility taken for their muck up. Honestly I'm 58 and the worst customer service ever. I have always used this store previously.

   almost 5 months ago

1. Marama Young ★★★★★

   Thank you to Aaron and Yen for the best optical appointment I've ever experienced in 30+ years! Aaron was very thorough and knowledgeable in his approach to my appointment. He went above and beyond to answer my questions (even regarding my Dad's second upcoming cataract surgery). Yen was very friendly and engaging, she explained the thinning lens situation using her own experience and visuals on the iPad. I can't recommend these 2 staff members enough!

   almost 6 months ago
2. Tom Hawthorne ★★★★★

   Highly recommended. Very extensive eye test and scan done at the Northlands store. Friendly staff. To top it off free eye testing for AA member's. The store was busy but I wasn't left standing around waiting and the appointment was on time which I like because I feel that if I'm there on time for my appointment they also should be to and I was not let down. The lady I dealt with (sorry I can't remember her name) she was excellent. Thanks.

   almost 2 years ago
3. John McIntyre ★★★★★

   Shout put to Winson @ Specsavers Papanui. He went above and beyond when I stood on my glasses and they weren't sitting well on my face. We took the risk that they may snap when trying to fix and they did. However I walked away with my lenses in a new pair of spare frames they had in store. I received the best customer service experience. Thank you so much Winson!

   almost 2 years ago

1. lynne hurley ★★★★★

   The staff saw me when I dropped in rather than having an appointment. They saw me straight away and I was treated nicely as I saw the different members of staff for the various different parts of the eye test. They were all professional, friendly and helpful. I had assistance with choosing the style of glasses too, with them providing me with lots of options. Thank you it was a good experience.

   almost 2 years ago
2. pam jacomb ★★★★★

   I was very impressed by Helena the Optometrists knowledge and thoroughness. After explaining my problems with progressives she came up with some solutions others had not suggested. Then Courtney was SO helpful at picking glasses that looked fantastic but also met Helena's criteria. Thanks so much!

   almost 2 years ago
3. A S B ★★★★☆

   I was really impressed with my initial appointment and assessments. I was also happy with my follow up appointment. My disappointment is over purchasing 2 pair of glasses (one for work and one for home), yet only given 1 bottle of lens cleaner.

   almost 2 years ago

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