Name: Scrivens Opticians & Hearing Care
Rating: 4.47

“Had my eye test done to get my new prescription glasses. Asked the lady for help to choose two pairs of glasses and she chose 2 for 100 pounds each not even pointing out the price beforehand. Ended up with 2 pairs of glasses which I cannot use as they give me blurred vision even after I went back to have them re- checked. Before I used Spacesavers and they done my glasses without any problems.”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“I purchased two pairs of glasses some month ago I could not use them one a pair of reading glasses and a so-called special set. the fames are good, but I could not read from either pair, I had a proper eye test in you store ...! waste of time and a lot of money £566 for two pairs of glasses, so I had to go buy some locally. the others are still in their cases with their recite, they were meant for me to read small print as that's what i need to work, there useless , there are more than 40 people on my village fourum who agree.”

Helpful Report

Posted 3 years ago

Hi, thank you for letting us know about this. Your feedback helps us get better. If you could email customercare@scrivens.com, we will look into this issue and hope to resolve it promptly and to your satisfaction.

Posted 3 years ago

“This is the second attempt to get a pair of glasses for my computer work. The first pair were useless as they did not focus properly. I strongly object to having to pay all over again. Further more it is extremely annoying to be charged extra for the lenses to be fitted into my own original frames from the first pair that were unusable. This is a total unnecessary overcharge. I am 100 dissatisfied.”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“Fed up with my appointment being pushed back for regular eye test followed by diabetic eye screening. I have used your services for a few years now but having my recent 14 January 2022 appointment cancelled again and now you can’t fit me in until March/April is becoming a real nuisance. Think I’ll use a more reliable company now.”

Helpful Report

Posted 3 years ago

Hi Bernie, 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 3 years ago

“went to the fleetwood branch but could not open the shop door. Thankfully your kind staff came to my aid. Please do something with the door Stuart”

Helpful Report

Posted 3 years ago

Hi Stuart, thank you for letting us know about this, your feedback helps us get better. We’ll pass your comments on to the appropriate department for you.

Posted 3 years ago

“Good Morning I have just got off the phone with Lucy one of your advisors My 87 year old father has waited since November for a replacement hearing aid. My 85 year old Mother has tried and tried to get an answer on the telephone number when she eventually did get answer which has been twice the first one was no follow up and the second was the one which I took over in which Lucy just continually repeated herself when I asked to speak to her line manager I was refused every time even when I said to escalate the call . Lucy then went off to speak to her Manager and came back and said again no point in speaking to the Manager he will tell you the same thing as I am . Scrivens you take Government money paid in by us to provide a service previously provided by the NHS and you have failed badly shame on you. I am sure my Parents are not the only people who had this issue . Customer service clearly do not have enough staff to answer calls and do not have anything in place to follow up on complaints and queries . Maybe they just wait until the problem resolves itself ! Maybe you should realise the elderly people can’t sit on the telephone or hold a receiver for thirty Minutes plus while waiting for an answer. If I could I would give them no stars ! Shame on you !”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“I had my Eye Test at Scrivens milton keynes I have my glasses for a few months now but i am still very unhappy with them They re-made them with some adjustment but I STILL cannot uae them i dread my next appt with my consultant opthalmologist as i will noy be able to read a chart I cannot see in distance and i fear walking out doors wearing them I wish they had just copied my OLD Glasses which I am having to use for me it was a waste of money staff were very nice and caring M Beharry”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“Scrivens in St Giles Norwich have cancelled THREE appointments , at short notice, one with no notice! This might be a family-run business and family-owned but certainly NOT family-orientated. Customer service does not even warrant 1-star!”

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Posted 3 years ago

Hi, thank you for letting us know about this, your feedback helps us get better. We’ll pass your comments on to the appropriate department for you.

Posted 3 years ago

“I have hearing aids 4.5 years old and was told I could not have new ones, old ones to be sent off to be mended. 2 weeks later was told they could not be mended and I would need new ones. First available appointment due to shortage of staff was in 8 weeks time. Which was going to be this Thursday 2 December. Reminder sent from Scrivens Saturday 27th November. Then on Monday 29th November a call from Scrivens cancelled appointment indefinitely as they had no qualified audiologist and couldn't say when they would have one. So after nearly 3 months having to start process all over again. I have a terminal illness very poor hearing, which makes my frequent visits to hospital very difficult. This all happened at Plumstead Road Norwich branch.”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“I was told my glasses would be ready in two weeks It is now into the fourth week I have visited the branch in Crewe on two occasions now and been told that the glasses have been dispatched but still not arrived not happy m”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“I accompanied my Mother in law an 85 year old lady, to the Peterborough branch, we arrived 15 minutes early for a 16:30 appointment, she was called in for her eye test at 17:00 and came out at 17:40. When she asked if she could possibly use a toilet, she was told no we don’t have customer toilets. HELLO SHE IS EIGHTY FIVE YEARS OLD AND HAS BEEN KEPT WAITING 90 mins, then to be told try the Bull Hotel. Not good enough, won’t be back to choose anything.”

Helpful Report

Posted 3 years ago

Hi, 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 3 years ago

“I visited Thirsk Branch to buy glasses & they arrived 3 weeks later. However, I had asked for thin lenses and the glasses I was given were not thin. I was told that I would have to pay another £170 to have the lenses replaced. I did that but when I collected the new glasses I could not read with them & was told that the prescription had been altered when the lenses were changed . I said I wanted a refund & its taken 4 weeks of phone calls to Thirsk & Customer Services but refund has now arrived without a phone call or e-mail to let me know. I would not recommend Thirsk Branch, when there is a problem only the Manager can deal with it & she is hardly ever there & when she is doesn't follow up as she says she will. I still need new glasses but will not visit Scrivens again”

Helpful Report

Posted 3 years ago

Hi Anne, thank you for letting us know about this, your feedback helps us get better. We’ll pass your comments on to the appropriate department for you.

Posted 3 years ago

“Last month we went to Scrivens in Stone, as my Husband was having problems with his sight . We knew we might have to pay for the prescription as we were 2 weeks early. The man on Reception was very nice and helpful . The lady Optician came out, went to the man on reception looked at us and said " He isnt due his eye test yet" was explained to her that my Husband was having problems.. with this she was very rude and agressive towards us. My Husband began to get upset has he has Alzhiemers . I told her that we would go somewhere else as her attitude was so bad, she just said fine and waved us out. We have used Stone for quite a while both with glasses and hearing aids. but will Not be returning.”

Helpful Report

Posted 3 years ago

Hi Elaine, 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 3 years ago

“Zero stars. Awful head office customer service. My son had an eye test at Scrivens Mill Hill Branch on 06/11/2021. We took him to specsavers two weeks later and chose glasses. We then needed the NHS voucher and phoned the branch that we were coming to fetch it. We were put through to another branch, miles away but would have been happy to fetch it from them. They refused and asked us to contact customer services, saying that data protection meant they would not release a voucher even if we came. We contacted customer services today after finding they were closed on Saturday. After much music and time on hold they refused to help, saying that would forward our request by e-mail to the branch. We waited a few hours for a reply but there was none. Phoned customer services again to be told that they cannot give us the authorisation code because they are not computerised and that the distant branch will not see the e-mail till Tuesday. Asked to speak to a more senior manager and told that there was not one available. We told our son we were going to order the glasses today (after failing on Saturday) and will now go ahead cheated of the voucher since it is more important for him to be able to see the blackboard. At no point was information given by the manager, who gave her name as Alleise, on how to complain. Either they don't care about children and vision at school or are lazy and incompetent, unable to imagine a novel solution to a problem, or they have a policy of sabotaging it when someone has the effrontery to buy for a fraction of the price elsewhere. The reason the original branch was closed was claimed by the distant branch to be a fire, but head office could not even confirm this. This company appears to be a dinosaur as concerns customer service and general business management.”

Helpful Report

Posted 3 years ago

Hi Robert, 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 3 years ago

“Bowthorpe Medical Practice arranged my appointment with Scrivens, because although I already had very good Siemens NHS hearing aids from my previous audiology at Northampton General Hospital, because of lockdowns and my move to Norwich could not get service etc and was aware that my hearing loss had increased a lot. At my hearing test on 31 August your staff member did not, as I expected, upgrade my existing aids but gave me new ones by bernafon which have double domes which keep coming out of my ears so that to hear I have to keep a finger in each ear to hold them back. The sound is then an incredibly loud echoing and unbearable. I rang Scrivens to complain after over a week of struggling, but could not get an appointment until 12 weeks later : 19th November. I hope that I shall get more satisfaction on that date.”

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Posted 3 years ago

Hi, thank you for letting us know about this, your feedback helps us get better.

Posted 3 years ago

“Oh my where do i start, 6 weeks later and I have had to booked a appointment with another optision . .. took the advise of the optision, he didn't listen to what I wanted and had to send back my glasses after a week, then 3 Week's later they arrived and still not right, the staff didn't really know what they were doing and unable to help me, although I spent over £500 on my glasses. I have now booked an appointment with another opticion and hopefully they are more professional and will listen to what I want. Would never recommend scrivens, very expensive and really poor service”

Helpful Report

Posted 3 years ago

“Not got though the door, my husband and I had appointments for 9am and 9.50am.at 8.50am it started to storm with wind and buckets of rain.a woman came to the door opened it.i thought how nice,we can get out of the rain storm.But no she said go and get a coffee.i said only a few minutes before appointments.Cant let you in we don't open until 9 am.i thought how rude and thoughtless. I said to my husband, that it was rude and I won't be going in for my appointment.Now both my husband and I are disabled,I walk with rolator not that this makes a difference.i was appalled at the snappy attitude of one of your staff.im waiting in my car for my husband,he stayed and got wet.the scrivens store is stamford.my name is Elizabeth,I hope you can teach your staff some manners.i don't know her name she sped off to quickly.thank you for listening to me”

Helpful Report

Posted 4 years ago

Hi Elizabeth, 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

“The Dr recommended I visit as I am having headaches and wanted me to have a retina check. The person I saw was thorough with his test but not very nice to me. He was concerned about getting nhs payment as I had a test a few months ago. His manner was awful and he made me feel very uncomfortable during the time I was there. The manager picked up on how upset I was when I came out of the room and was very kind and said she would speak to her head office.”

Helpful Report

Posted 4 years ago

Hi, 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

“My eye prescription did not detail the intermediate add for VDU use (although there is a box for this on the prescription paperwork and other opticians provide this as standard). Despite expressing my concerns about this to the Cotteridge branch manager, Ann, who initially gave me figures over the phone on 8th October which then changed when I spoke to her again on 15th October (so what am I to believe?) and the potential financial impact of purchasing glasses or undergoing another examination to provide me with confidence, a new prescription was not provided or refund offered. I am frustrated by the poor customer service of using Scrivens and will not be returning or recommending.”

Helpful Report

Posted 4 years ago

Hi, 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

“The Bolton branch manager was rude. Despite her team having assured us that we didn't need to pay an additional £100, she said that "she wasn't there and so it wasn't her responsibility"!!. She wouldn't back down, was quite nasty to a 91 year old woman, and kept saying - "I explained it over the phone and you said OK" - really? She told a 91 year old woman (who might have just woken up or been feeling poorly) about extra charges over the phone and reckons that was being empathetic? Truly the worst service I have ever witnessed.”

Helpful Report

Posted 4 years ago

Hi, 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

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