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Specsavers customer support overview
Specsavers Australia provides customer support through multiple channels: a toll-free line, an online contact form, and in-person service at over 250 stores nationwide. Each Specsavers store is locally owned and operated by optometrists, so in-store staff can resolve most issues quickly.
The company is known for its 100% satisfaction guarantee (3-month returns/exchanges) and a 2-year product warranty on frames and lenses. With an “Excellent” 4.6/5 Trustpilot rating from 9,000+ reviews, most customers praise friendly staff, smooth appointments, and reliable aftercare. Specsavers’ nationwide footprint ensures help is always nearby, whether online, on the phone, or face-to-face.
Common Specsavers customer issues and complaints
Common complaints include:
- Glasses quality: Frames loosening or breaking sooner than expected.
- Prescription errors: Incorrect lenses or wrong product delivered, requiring remakes.
- Order delays: Especially with online glasses or contact lens orders.
- Inconsistent service: Experiences vary between franchised stores. Some reviews cite unhelpful staff with warranty claims.
- Poor communication: Customers chasing updates on delayed orders or repairs.
On ProductReview, Specsavers scores 2.4/5 from ~2,300 reviews, reflecting frustrations alongside positive stories. Still, most customers ultimately get corrections or refunds under the satisfaction guarantee.
How to contact Specsavers customer support
- Phone: Call 1800 074 171 (toll-free) Mon–Fri, 8:30am–5:30pm AEST. Best for urgent inquiries.
- Online Contact Form: Fill in your details and message on Specsavers Customer Care. Replies usually within 1–2 business days.
- In-store: Visit your local Specsavers for adjustments, exchanges, or aftercare. Use the Store Finder for contact details.
- FAQs: The Help Centre has answers to common questions (orders, returns, eye health, etc.).
Tip: Always have your order number, email address, or store location ready for a faster resolution.
Specsavers key customer policies: refunds, returns, cancellations and more
- 3-month satisfaction guarantee: Return or exchange glasses or contacts within 3 months – no fuss, no worries.
- 2-year product warranty: Frames and lenses are covered for 24 months against manufacturing defects.
- Refunds & returns: Online orders refunded upon return, usually processed within 90 days of authorisation. Prepaid labels often provided.
- Delivery & shipping: Free tracked shipping on orders $79+. Prescription glasses usually dispatch in 7–12 days.
- Cancellations: Orders can be cancelled if not yet in production – call customer service ASAP.
- Price match: No formal guarantee, but local stores may offer deals or health fund discounts.
- Aftercare: Free lifetime adjustments, cleaning, and minor repairs at any Specsavers store.
Specsavers complaints submitted through Ajust
Recent experiences with Specsavers customer service
Positive: Customers praised staff for going above and beyond, e.g., multiple optometrists collaborating to resolve complex eye concerns.
Affordability focus: Staff found budget-friendly solutions for pensioners needing glasses, earning praise for empathy and service.
Delays: Some contact lens orders sat in processing longer than expected but were eventually delivered, with apologies from Specsavers.
Official Specsavers Customer Service Links & Contact Information
- Specsavers Contact Form
- Phone: 1800 074 171 (Mon–Fri, 8:30am–5:30pm AEST)
- Store Finder
- Delivery & Returns Policy
- Customer Guarantees (Satisfaction & Warranty)
- Help & FAQs
- Mailing address (Head Office): 520 Graham Street, Port Melbourne, VIC 3207
Specsavers Contact FAQs
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