Name: Scrivens Opticians & Hearing Care
Rating: 4.47

“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”

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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.”

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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”

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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”

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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 3 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 3 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 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

“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 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

“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.”

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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

“Waiting for branch to ring back never do you always have to ring. Went into a branch in Wolverhampton to get new tubes assistant changed them put wrong size in then proceeded to tell me after she had thrown the original away so had to go to another branch. One of my aids started buzzing took it to the Bilston branch said they would need to send it away still waiting 3 weeks on always going to ring you back never do its always the customer that does the chasing. Suffering from headaches and earache from only having one aid can’t hear properly. Never had any problems when I had them from West Park Hospital. My advice stay well away”

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

“Disgusting service. Branch say they would ring me back in 10 minutes, then never ring me back, Always waiting weeks for contacts lenses to be delivered when promised a week maximum. They always promises and nothing ever happens.”

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 have been trying to cancel my contract with scrivens as i cannot wear the hearing aids provided. I have sent emails to cusomer services and they havent even opened them.I tried at my local branch and they just keep fobbing me off. I am paying £1700 for hearing aids that have caused my hearing problems to get worse and no one at scrivens wants to help. I do not and will never recommend.”

Helpful Report

Posted 3 years ago

Hi Keith, 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

“Wrong diagnosis and prescription. Glasses had to be remade and they thought they were doing me a favour by not charging me for a second eye test and then suggested I spend more money on a second pair of glasses”

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Posted 3 years ago

Hi Dawn, 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 had occasion to take my private hearing aid in to store as one had stopped working. It took a few weeks for same to be returned, after I had chased it myself. It seems the process could have been sorted out in store. Not happy.”

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

“Its a shame that the nhs have to rely on such a company I’ve had a terrible experience only interested in giving out hearing aids one I got are worse than what I had”

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Posted 3 years ago

Hi Billy, 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

“I came for an eye test after bringing my daughter and being so pleased with how attentive and thorough the staff were. I have tried all the other other opticians but found that Scrivens stood out from the rest. Unfortunately, as soon as I sat in the chair, I was told that if my eyes have not deteriorated or if my lens prescription remains the same, then I would be charged a fee of £30! I felt incredibly uncomfortable and cheated. If I would have known this prior to my appointment, then I would never have booked in the first place. I left the examination room immediately! I feel embarrassed and disappointed with my experience. Bad communication”

Helpful Report

Posted 3 years ago

Hi Lisa, 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

“if i could give no stars i would, this company only wants your money, i had an eyesight test and was provided with glasses two weeks later i had to return ( the glasses seemed blurred) after another eyesight test a new prescription was issued which cost even more money, again after a week these seemed blurred as well. could not be bothered to return but went to the eye hospital instead and was informed that i needed cataract operations and was told that my optician would have clearly seen this, but instead went for the money option (not cheap).”

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Posted 4 years ago

Hi Phill, 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

“Appointment cancelled less than 24 hrs before...staff seemed to think it was OK, talking as if she had just given me good news. Needed that appt urgently so NO it wasn't ok!”

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Posted 4 years ago

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

Posted 4 years ago

Scrivens Opticians & Hearing Care Reviews