Name: Scrivens Opticians & Hearing Care
Rating: 4.47

“Useless. Won't answer their phone and impossible to book an appointment on their website”

Posted 4 years ago

Thank you for your review. We’re sorry to read you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. If you could email customercare@scrivens.com, we will look into this issue and hope to resolve it promptly and to your satisfaction.

Posted 4 years ago

“I tuck my son Today to Scrivens corporation street Birmingham he wasn't asked to take a set the man just when in the back on twice to a just the frames we payed for his glasses and even if we didn't manner are everything”

Helpful Report

Posted 4 years ago

Thank you for your review. We’re sorry to read you had such a frustrating experience, but we really appreciate you bringing this issue to our attention.

Posted 4 years ago

“I'm down £450 and still waiting for my specs a month after ordering. I asked for my IPD so I could order cheap sunglasses online as I wasn't going to pay that price for sunglasses, but this information was refused, stating "we are not obliged to provide that". Wow. Terrific customer service right there.”

Helpful Report

Posted 4 years ago

Hi Steve, thank you for posting your review and we’re sorry to hear that your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 4 years ago

“I have my eyes tested with Scrivens and the reading prescription just wasn't right for my, I had a second test with them again and I'm still having difficulty focusing on the reading. Hence, I had a another test at a different optiican and I was told that the reading prescription is not correct for my eyes also the fame is not the correct either. In this case I will be asking back for my money because the lenses wasn't cheap.”

Helpful Report

Posted 4 years ago

Hi Dorothy, thank you for posting your review. We’re sorry to read you had such a frustrating experience. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 4 years ago

“Absolutely disgusting how you have treated my husband still waiting for glasses first pair lens’s fell out now can’t get second pair delivered just lies when they should be here But this on your web site”

Helpful Report

Posted 4 years ago

Hi Mrs Whittle, thank you for posting your review and we’re sorry to hear that your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 4 years ago

“(A CLASSIC COMEDY OF ERRORS OR WHAT?) The following is no reflection whatsoever on the St Ives branch where Amanda and Ana have given the professional service that I have always received in the past in dealing with this matter for me. While gardening on May 6th, an insect or wasp flew onto the left side of my face, and I swiped it away but unfortunately I was wearing heavy gardening gloves which caught the frame of my glasses and knocked them off. They landed face down on the left side which broke the frame just below the left arm hinge. I attempted to repair the break with superglue but this joint failed after a couple of days. Fortunately I had my old driving glasses with the double vision correcting prism so was able to go out and when necessary drive. I tried to phone Scrivens in St Ives several times without getting through and when I tried to send a message on May 17th it failed but finally managed to successfully leave a message with head office on May 22nd. I then received a phone call from Scrivens' head office (?) asking me to send the broken glasses back in a prepaid pack, which was sent and eventually arrived on June 6th, and was posted back the same day. I received a phone call from Scrivens head office on June 11th to inform me that the broken frame was obsolete and they could not fit the existing lenses into a new frame. Consequently, I would need to go into Scrivens in St Ives and order a new pair of glasses. This was done the same day and arrangements were made for them to be sent to my home and they arrived on June 22nd. Because the glasses are specifically for distance requirements with the double vision correction built in I do not wear them around the house. I wore them when I went out on June 24th and realising that the arms needed to fit my head tighter took them back to Scrivens in St Ives on June 25th for them to be tightened. This was done and we noticed they needed cleaning because of some marks on the left lens and when Ana could not remove them we realised that the lenses were marked and she wanted to send them back. These were impact marks from landing heavily on the tarmac drive and so small that they could only be seen (by me) when looking at the front the front face of the lens as it caught the light. They were invisible when being worn as they are too close to my eye. I went back home, returning on June 26th wearing my temporary glasses for Scrivens, St Ives to send the new pair back for the left lens marks to be polished out. As I had heard nothing by July 21st I phoned Scrivens and after a long phone call Amanda had established that the company making the lenses had gone bankrupt and this was the reason for the delay in the left lens being replaced and it was confirmed that my new frames had the old lenses fitted into them. Nobody from anywhere in Scrivens at any time discussed or informed me that this was being done and as the marks on the left lens were so slight I only noticed them after they were cleaned (properly) by Ana. There was now a confused situation where we dido not know if I was getting my old lenses in a new frame or a completely new pair of glasses with new lenses for which I had paid £475.00, or possibly will end up with 2 pairs of glasses with one pair not needed. What is most disturbing in all of this is that I had to pay £475.00 for a new pair of glasses as “The old frame was obsolete and those lenses couldn’t be fitted into a new frame” and when the glasses arrived on June 22nd this is precisely what I received. The marks were so insignificant that no one appears to have noticed them until the glasses were cleaned at the St Ives branch. This is a serious matter as I had paid for something that I did not receive. If this had been made clear in the first instance that a new frame to take the existing lenses had been found it would only have cost me £70.00, not £470.00 on top of the £416.00 that I paid out in March 2019 for glasses that are a temporary requirement until I have 2 operations to correct my double vision later this year. It appears that there has been a total lack of communication between the Scrivens personnel and the lens manufacturer and no information whatsoever given to me and the St Ives branch on what had been done. It appears that these glasses may be a completely new pair as it begs the question of where are the pair that I received on June 22nd? Once more it appears that there is something seriously amiss with the management systems within Scrivens with no communication back to the customer and even less within the organisation, leading to me ordering and paying for a pair of lenses unnecessarily. I believe that this deserves a full refund for the (unnecessary) lenses as a minimum as Scrivens head office and laboratory cannot carry out a simple communication exercise between them. as well as compensation for the amount of my time wasted and travel incurred simply because Scrivens head office and laboratory cannot carry out a simple communication exercise between them.”

Helpful Report

Posted 5 years ago

Hi James, thank you for your review. We’re sorry to read you had such a frustrating experience. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 5 years ago

“have just purchased new glasses and within 3 hours one lense fell out . During the night 10 hours later woke up and felt for them and both lenses fell out. Fortunately had my old set with me. On close inspection the screws were fully tightened so how can this happen, can only assume lenses machined too small for the frame. How could they be pushed back in very easily if frame is tight.How can this leave your workshop like this were is your QA, This not the first time that your work shop service has been at fault with my glasses over the years. Although we are living in difficult times I feel your company’s service to people who rely heavily on their eyes as been dreadfully. Opening hour and service could have been better managed.”

Helpful Report

Posted 5 years ago

Hi David, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better. If you could email customercare@scrivens.com with more information, we would love to make things right if you give us another chance.

Posted 5 years ago

“Staff other than optometrist were lovely. Optometrist was vile”

Helpful Report

Posted 5 years ago

Thank you for posting your review and we’re sorry to hear that your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 5 years ago

“Fairly useless. Cannot get service at any branch, have to go back to original one that never answers a phone”

Helpful Report

Posted 5 years ago

Thank you for posting your review and we’re sorry to hear that your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 5 years ago

“Poor service all around, would avoid with a barge poll. Chasing refund of £640 hence having to engage with them.”

Helpful Report

Posted 5 years ago

Thank you for letting us know about this. Your feedback helps us get better. We will look into this issue and hope to resolve it promptly and to your satisfaction.

Posted 5 years ago

“The worst! At 86, with many years of experience of hearing aid suppliers I can truthfully say that Scrivens are the worst. They took over my NHS care about 3 years ago. They supplied batteries of poor life and fiddly packaging in small quantities so re-ordering was too frequent. This year they thought my 5-year-old aids should be replaced, although they were still good. The relacements were excrutiatingly poor, with distortion so bad that I rejected them after24 hours. At the next appointment they were adjusted and I was sent away. They were no better, and still sit in my drawer. Then Covid-19 intefered. For 4 months their phone has been left to answer and it asks me to wait You know, "your call is important to us, etc". It's never answered; they must be raking in a fortune - and costing me one. Why isn't it turned off? Why don't we get an honest answer? I think you know why, as I do. I imagine they were the lowest bidders, but we deserve better. Stay away.”

Helpful Report

Posted 5 years ago

Hi Mike, thank you for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we will do better. If you could give us another chance, we would love to make things right.

Posted 5 years ago

“This v poor review is because although the website shows that the store is open it is in fact closed until further notice. Also the telephone answer system does not inform you that they are closed until further notice.”

Helpful Report

Posted 5 years ago

Thank you for bringing this to our attention. If you could email customercare@scrivens.com with details of the branch you tried to contact, we will look into this for you.

Posted 5 years ago

“The NHS hearing aid used by Scrivens are not fit for purpose. As they constantly have white noise, and you hear background noise above the conversation you are trying to listen to. Also you are not trusted to operate the volume level you need, as it is fixed at a level by the technician who does not think at I am capable of using it sensibly. So I don not think the service is even good enough for the one star you are forced to rate it with.”

Helpful Report

Posted 5 years ago

Thank you for posting your review and we’re sorry to hear that your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. If you could email customercare@scrivens.com we will look into this for you.

Posted 5 years ago

“Pay by direct debit monthly for contact lenses and they never arrive. Tried calling emailing, can never talk to anyone. Do not use this company.”

Helpful Report

Posted 5 years ago

“My hearing stopped working emailed scrivens they rang me next day I told them the problem they said that they will send me some postage items to return it to them I asked how long would it take I was told about 2-3 weeks I told him how can I manage for that long without it I am deaf he replied sharply you will have to manage( I don’t think scrivens no the meaning of good service) i shall go back to specsavers”

Helpful Report

Posted 5 years ago

“Under normal circumstances my local Royton branch are extremely helpful and always have been However the centralised customer service since lockdown has been very poor . I have emailed many times regarding the delivery of lenses eye drops etc. But all I have receuved apart from one are automated responses . I've been waiting to find out how to get my 3 month supply of solution now for over 4 weeks I'm going to have to try order some online as, I'm running out but have had no response to when it will be sent just another automated email.”

Helpful Report

Posted 5 years ago

“Polite but very poor customer service from Scrivens head office after great difficulty in contacting them re lens which had fallen out. Scrivens local Weston-super-Mare branch totally closed since lockdown whilst four adjacent competitors remained open for emergencies and repairs!! Two weeks after my first contact with Scrivens they phoned and suggested I send my glasses back to them for repair but it could take 4/5 weeks to get them back. When pushed they advised that their Bedminster, Bristol store had reopened and should be able to carry out the repairs. I phoned Bedminster, visited them the same day and the repairs were completed in twenty minutes. Scrivens 0 Bedminster branch 5. I know things have been difficult recently but if you expect customers to stay loyal, you need to do much better!!”

Helpful Report

Posted 5 years ago

“Useless customer service. My mother has been waiting almost a year for them to visit her, even though they sent a letter in July 2019 telling her she was due for a home visit to service her hearing aids. Still waiting for somebody to be in the area!!! At 99 and she can’t hear how long does she have to wait? Have asked the doctor to send a referral letter to Specsavers to change her over.”

Helpful Report

Posted 5 years ago

“Have been waiting for my sons (aged 6) glasses since end of March. Numerous emails and voice messages have been left - even had assurances that they were posted on 23rd April. Still nothing - appalling customer service and I will be going else where in the future. Even the boxes below don't allow for a full debrief of how appalling your service is. Can't wait to change my optician.”

Helpful Report

Posted 5 years ago

“plenty went wrong tried at least ten times to send an e, mail asking how we can get batteries for our brothers hearing aid. He has been going to the Stamford shop for years i am disgusted no one has got back to me i left two messages today 18th on the answer machine. How are people supposed to contact any of you.”

Helpful Report

Posted 5 years ago

Scrivens Opticians & Hearing Care Reviews