Duncan and Todd Opticians Reviews 155

Very poor customer service. Fraserburgh. Receptionist v poor level of service too. Avoid!

The level of service at the Aberdeen Union Street branch is an absolute disgrace…Only interested in getting your money and couldn’t care less about the customer. After my last bad experience with this branch I’ll now be going elsewhere…

Myself and my disabled brother went for eye tests months ago paid just short of nine hundred pounds for the privilege. We were told it would take four weeks for them to come after 5 weeks my glasses arrived but weren't what I ordered. My brothers took a futher 2weeks for his to come. They ordered new frames for myself which took a futher 4 weeks to come but when they did arrived they had the wrong lenses in them they then took a futher 3 weeks I was told they were ready but they still hadn't had the lens changed and I was told to come back in a week so after a week I went to pick them up But I was told they had posted my new lenses to another shop and was told again to come back in another week which I done but guess what they are now saying they are going to have to get another set of lenses made and it will take a futher 3 to 4 weeks. So by now I am not in the happy smile club so I called their head office and asked to speak to a manager or director but I was told nobody was available and they would phone me .... You guessed it nobody called me so I called back again today and was told nobody was available to talk to me I said I need to talk to someone but again was told its not possible when I said " you must be joking you are telling me there is nobody in charge in that building" I was told I was being rude and she hung the phone up on me ... I am now trying to contact a Frances Rus who is the CEO
PLEASE PLEASE UNDER NO CIRCUMSTANCES USE THIS COMPANY
** UPDATE **
As you can see from this company's replay and after them asking for my phone number three times now their management team still haven't called me and as you can read they want me to email customer sevice at its lowest. I have also just received a phone call from the shop that they are expecting the new lenes to come tomorrow and SHOULD be ready for Wednesday.
So if you are looking at this reply Duncan and Todd Opticians please ask Frances Rus to call me.

Great experience from the Eye Exam through to picking my glasses. Both Stef the Optician and Sophie in Dispensing were professional and courteous. Would 100% recommend

Waited in excess of timeframe given for new lenses - pass the buck, excuse after excuse - not a pleasant experience at all! Will not be back.

Awful. I am too upset to even write about my experience. The shouting and nastiness of the staff in Westhill towards a foreigner is beyond my understanding. This company is clearly a racist one and they are so obviously hating anyone who was not born in this country. Absolutely appalling and seriously upsetting. Horrible staff.

Eleanor at Forfar was so kind and helpful as were all staff at Forfar Branch. I wasn’t feeling well and reception walked me to my car. So grateful to all the team
Fiona

Absolutely appalling service for NHS patients. One person said they could help with an issue, however In store told a completely different story. My daughter was attacked and had her glasses broken, she is a single mother, offered a police crime reference no and was told tough luck You are not entitled to help until January 2023, therefore has to live with either no glasses or an old prescription for two whole months. What has this word come to? Where is the compassion? She has been a customer since she was 4 years old. Disgusted will absolutely go elsewhere. Another well known optician in Aberdeen has offered to replace her lenses in an old frame at a reduced cost because of the circumstances. SHAME ON YOU DUNCAN AND TODD

I needed to consult an optician this morning and the receptionist at Broughty Ferry couldn’t have been more helpful. She professionally and kindly took down some details and promised to ring me back.
Within 10minutes of my initial conversation she rang back with some extremely helpful advice.
Although I’ve not attended the practice the telephone conversations were very reassuring and customer friendly.
Big thank you.
Geof

Dyce branch absolutely brilliant in every way first class polite and friendly great service

My mum uses the Fraserburgh branch for eye tests and Ellon for hearing aids. I personally use the Fraserburgh branch for eye tests and glasses as well. Always treated very well and professionally. Not pushy on selling you glasses or hearing aids and the products are always very good. Always happy to sort things out post getting your money which is how great companies work. Very please

Consulted with Brian McIlroy for an eye test via their ASDA branch in Inverness. Brian identified a condition related to previous cataract treatment I'd had two years' earlier. He was happy to pass the test results to my consultant who confirmed. Delighted with the service received.

on behalf of Mr M. Wilson
recently went to arbroath branch for eyesight test,
staff were informed i have issues with my hearing and mental health
the main examiner used a clear screen so i could "see" him talking, the other staff were also most pleasant and well presented.
VERY VERY HIGHLY RECOMMENDED
the emphasis is placed on the individual is absolutely fantastic as opposed to some other pharmacies who do DVLA driving tests where one is treated like a sheep with zero space for carers.
cantrecommend them highly enough.
thankfully no need for glasses despite having glaucoma and being partially sighted in my left eye.
if only you could do DVLA sight test !!!!!!!!!!

Very professional and knowledgeable staff

Disgusting the way that they leave a disabled child without glasses even when specialist from children's hospital has been in touch with them as they cannot leave a child without glasses but they have.
My daughter is disabled and her understand ing is early learning and she cannot see properly 1 eye long distance other eye there is a squint, also she is dead in 1am eat that an hearing aid is needed still getting rest for,
Anyways my daughter's glasses broke on leg wear and tear they said that they would order a new gram Sep time 2020. No show kept coming up with no they ain't back were looking for same frame ect ect, anyway Feb 2021 I phoned got a guy in the phone asked if the frames were in he said no but my daughter was due her eye test, took her to her appointment, which my daughter was unease with the women would took her, my daughter has walking problem put use to top floor, anyways the women out a referral back to hospital staying my daughter was refusing treatment. Which my daughter wasn t she didn't get 5 mins, her legs were all the f*** with walking up stairs to top floor, was taken into a room and told to sit in a chair not asked how she was doing nothing. You have only 5 mins for this appointment I won't have must time and I have more people to see.
My daughters had no glasses since Sep time 2020 still without until an appointment from hospital, they were also spoken to by medical but still nothing, still phone to see if her frames are back keep getting told now no, well phone you back.
I will not recommend if you have a disabled child, or any walking problems ect. They are lucky they get 1 star. Disgusting

Just had an eye test at the Elgin branch.
First class friendly and professional service throughout.
Good selection of frames and lenses at competitive prices.
Recommended

Highly professional, very thorough examination by Elaine, optometrist, Belmont Street, Aberdeen. Would highly recommend. Staff in shop / reception also very helpful and friendly when choosing and advising on glasses. Great service, very happy with glasses bought too.

They bought a local Dundee opticians but refuse to stand behind the products sold before they bought the business. Guys, you can't expect to benefit from the goodwill if you won't stand behind what they sold.

What happened? Specs bought less than 2 years ago and the spring on an arm snapped. They say the warranty is only 1 year (not true -- EU Directive makes it a minimum of 2 years for consumer goods). Made me pay for the repair to get my specs back. I won't darken their door again.

Made to feel very welcome by the team. Good range of glasses, and delighted with my new specs!