Had an issue with Specsavers? Get a real response.
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 to speed up the response.
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, politely check on the status with your reference number.
Specsavers’ complaint handling process is designed to be quick and straightforward:
- Acknowledgement: Store staff or customer care will confirm your complaint and outline next steps.
- Satisfaction guarantee: Specsavers backs its service with a 100% satisfaction guarantee.
- 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: Wait times for glasses or appointment slots, especially during peak periods.
Complaints submitted through Ajust
How other consumers Specsavers complaints got resolved
Mistaken online order: A customer ordered the wrong contact lenses online. Specsavers cancelled and refunded the order immediately.
Broken glasses frame: Initially told to “glue it back,” 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 1800 line, referencing your earlier attempts.
- Formal complaint: Write to Specsavers’ Customer Care Department at 520 Graham Street, Port Melbourne VIC 3207.
- Social media / reviews: Specsavers actively 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
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.