Had an issue with Specsavers? Get a real response.
Specsavers is a chain of stores offering optometry and audiology services across Australia. Customers can purchase and order prescription glasses as well as book appointments with qualified optometrists and audiologists for check ups and surgeries.
There are three primary ways to submit a complaint to Specsavers: in-store, over the phone, or via the online webform. Each Specsavers store is independently owned, so if your issue concerns a specific branch, it's best to visit or call that store directly. You'll typically hear from Specsavers about a complaint within a day or so, if you submitted online, or in-store staff can resolve most issues on the spot during your visit.
Some issues you may need to complain to Specsavers about include: appointment changes, quality issues, incorrect prescriptions or fittings, disputes over warranty inclusions, or long wait times for appointments (typically only during peak periods).
You can escalate to a manager in store or on the phone, or write to head office, if your complaint hasn't been resolved. Specsavers is also bound by state consumer affairs agencies for retail and service complaints or local health ombudsman's for any concerns regarding Specsavers' eye health professionals or care.
How to submit a complaint with Specsavers
You’ve got several options for lodging a complaint with Specsavers:
In-store: Speak directly to the staff or manager at your local Specsavers store. Each store is independently owned, so they can often fix issues on the spot.
Online form: Use the Specsavers feedback form to raise a complaint. Be sure to include the store location and detailed information.
Phone: Call Specsavers Customer Service at 1800 074 171 (Mon–Fri, 8:30am–5:30pm AEST).
Email / Ongoing cases: Specsavers primarily uses the online form, but if you’re already in touch with their support team, respond to their emails promptly and keep records of all correspondence.
Follow up: Specsavers usually responds quickly, sometimes within a day for urgent cases. If you don’t hear back, check on the status with your reference number.
Specsavers’ complaint handling process is designed to be straightforward:
- Acknowledgement: Store staff or customer care will confirm your complaint and outline next steps.
- Timelines: Simple complaints like order errors or booking issues are often resolved in a few days. Repairs or replacements may take longer, but you’ll be kept informed.
- Who handles it: Store staff or an optometrist manage most issues. Online or head office complaints may be assigned to a case manager.
- Transparency: Expect clear updates if parts need ordering, glasses need remaking, or further tests are required.
Common complaints against Specsavers
- Product quality: Frames breaking, screws loosening, or lenses not lasting as expected.
- Prescription or service issues: Incorrect prescriptions, fitting problems, or feeling pressured into extra services like hearing tests.
- Customer service: Occasional reports of rude or unhelpful staff, poor aftercare, or miscommunication.
- Warranty disputes: Confusion over the 2-year defect warranty or 3-month satisfaction guarantee.
- Delays: Long wait times for glasses or appointment slots, especially during peak periods.
Specsavers complaints submitted through Ajust
I went to Specsavers worried about ongoing eye discomfort after being prescribed monthly contact lenses, but instead of getting help, I felt dismissed. I tried to explain the soreness, and dryness I’d been dealing with for months, but the optometrist kept interrupting and rushing me. It was upsetting to feel like my eye health wasn’t taken seriously - Jasmine
My experience with Specsavers became a long series of errors and frustration. My glasses were made incorrectly multiple times, I was told blurred vision was normal, and I ended up paying extra despite everything being under warranty. Even after several visits, I was given the wrong frame again. It was exhausting. - Devika
I trusted Specsavers for my daughter’s eye care, but I was shocked when advice from the store directly contradicted her specialist’s prescription. Being told she didn’t need her lenses replaced, despite confirmed myopia progression, made me worry her long-term eye health was being dismissed. It felt like business decisions were being put ahead of proper medical guidance, which is very concerning as a parent. - Sajib
After being told my cataract surgery had been booked, I waited months while my vision deteriorated and my glasses stopped helping. I later discovered the referral was never sent, despite repeated assurances. The delay caused a lot of stress and put my health at risk. - Garry
How other consumers Specsavers complaints got resolved
Mistaken online order: A customer ordered the wrong contact lenses online. Afte reporting, Specsavers cancelled and refunded the order immediately.
Broken glasses frame: After initially being told to "glue back" their broken glasses, the customer escalated and got a free replacement under warranty.
Double charge: A customer was billed twice. After escalation, Specsavers’ head office apologised, reversed the charge, and addressed staff behaviour internally.
- Ask for a manager or store director: Most in-store issues can be resolved at this level.
- Head office customer care: Escalate via the feedback form or phone line. Reference your earlier attempts.
- Formal complaint: Write to Specsavers’ Customer Care Department at 520 Graham Street, Port Melbourne VIC 3207.
- Social media / reviews: Specsavers monitors platforms like Trustpilot and responds quickly to public complaints.
- Final internal contact: Ask if a customer relations manager or optometry director can review your case.
If Specsavers doesn’t resolve your complaint, you can escalate externally:
- State consumer affairs agencies: (e.g. NSW Fair Trading, VIC Consumer Affairs, QLD Office of Fair Trading). They can mediate disputes.
- ACCC (Australian Competition & Consumer Commission): Report serious breaches of consumer law, such as refusal to honor warranty or misleading conduct.
- Health complaint bodies: If your complaint involves eye health or professional care, contact your state’s Health Care Complaints Commission or optometry board.
- Small claims tribunals: If needed, you can file for a remedy under Australian Consumer Law.
- Online feedback form – Lodge a complaint or feedback.
- Customer Service Contact Page – Phone and support details.
- Customer Guarantees – Specsavers’ 100% satisfaction & 2-year warranty policies.
- Store locator – Find store contact info.
- Delivery & returns – Refund and exchange policy.
- NSW Fair Trading – Lodge a consumer complaint.
- ACCC complaint advice – Learn your rights under Australian Consumer Law.
Specsavers Complaints FAQs
What’s the fastest way to submit a complaint to Specsavers and get a response?
The fastest way to complain to Specsavers is to raise it directly in-store or submit the online feedback form with full details. In-store teams can often resolve issues immediately because each store is independently owned. For online complaints, including the store location, order number, and a clear summary, helps speed things up. Urgent issues are sometimes acknowledged within one business day, especially when all the information is provided upfront.
What does Specsavers do after you lodge a complaint?
After you submit a complaint, Specsavers usually acknowledges it and explains the next steps straight away. Most issues are handled by store staff or an optometrist, with head office assigning a case manager if needed. Simple problems like booking errors or order mistakes are often resolved within days. For repairs or remakes, Specsavers provides updates so you know what’s happening and why.
What are the most common reasons people complain about Specsavers?
The most common Specsavers complaints involve product quality, prescription accuracy, customer service, and warranty confusion. Consumers often raise issues about broken frames, incorrect prescriptions, fitting problems, or feeling pressured into extra services. Delays in receiving glasses and misunderstandings about the 2-year defect warranty or 3-month satisfaction guarantee also come up frequently, especially during busy periods.
How can you escalate a Specsavers complaint if you’re not getting taken seriously?
If Specsavers isn’t resolving your complaint, you can escalate by asking for the store manager or director, then contacting head office customer care. A formal written complaint to their Customer Care Department can add weight if earlier steps fail. If the issue still isn’t resolved, Australian consumers can approach state consumer affairs bodies, health complaints commissions, or seek remedies under Australian Consumer Law.
You’ve done your part, now it’s time to hold Specsavers accountable.
Take the final step and submit a complaint that gets seen and responded to.