M&S Opticians Reviews 285

This is the best decision I’ve ever made m&s from the start to the end the staff were very supportive and helpful nothing was too much trouble i will recommend this company and that’s why i took my wife and now she enjoys her new glasses to

Mandy the store manager was very knowledgeable on all the products.

Excellent service.

I was recommended their hearing specialist by a wonderful lady called Karen who works there.
An appointment was easily made with Chris who gave me a full hearing test whilst completely putting me at ease.
I would highly recommend Chris as he was very knowledgeable, answering all my questions with ease and I gained so much insight into my hearing issue which really helped me to cope.
His manner is very relaxed and welcoming and un rushed which I really appreciated.
Thank you so much for your care and informative appointment 😊

review of my eyes and hearing in Newcastle store. Every staff member who I dealt with was friendly, professional and provided a very thorough service. I never felt hurried was encouraged to ask questions and everything was explained to me.
The premises are very clean, modern, well laid out and have state of the art equipment.

Excellent service from all the staff in Plymouth but in particular Kara. My husband uses a wheelchair which required removal of furniture to enable him to get the wheelchair in the right position for the test. Nothing was too much trouble and all done with a smile on their faces. Look forward to receiving the glasses.

Excellent customer service

Every one could not have been nicer or more helpful in the Shoreham-By-Sea M&S,
it’s calm and peaceful very professional and very respectful they have a good selection of glasses and well priced.if you don’t want the hubbub of a big high street optician’s and overselling.you can’t go wrong with the optician in Mark & Spencer’s they were brilliant

My experience at the White Rose, Leeds store has been exceptional.
I had to be referred due to eyes problems and there have been issues along the way.
Andy has gone above and beyond to help me, chasing up the Hospital and the service providing the care. I have had voicemails, messages and email updates to keep me informed. Definitely, going above and beyond. The other colleagues at the store are very professional, helpful and caring too.

Beyond a joke - bought my glasses 03-01-2025 and STILL don't have a pair of working glasses!!!!! The first frame FIVE PAIRS (frame kept cracking) - demanded a different style frame - had 3 pairs already in just 4 weeks (same problem cracks in the frame) - admitted manufacturing error for the LAST 10 months!!!! - but STILL can't fix the problem - and say say my warranty will run out in 2 months (because I have had the glasses already for 10 months) - NO - YOU have had the 8 pairs for the last 10 months trying sort out YOUR mess!!! -ABSOLUTELY APPALLING - I would appreciate a call from your customer service manager as I just keep getting fobbed off by the store !!!

Im having a nightmare with the opticians which are not m and s standard they have made a mistake taking these into the store and using m and s name.
Just watching tv for 1 st time this year , I am unable to read what's on put my old specs on ok.
I've been back 20 times having to take taxies at 30.00 to the BOURNEMOUTH store even my last pair I had to take back to york and Harrogate then I've travelled across London to an m and s with opticians having spent over 500.00 and the are unfit for purpose and I will be requesting a refund.
Never in my 70 years have I had such a dredful time with opticians. I went to Asda for 4 years with no issue as a big m and s customer I thought I would move big mistake.
Most helpful and effect branch was Harrogate.

Visited Norwich M and S Opticians yesterday. Prompt service, easy to book online. Sonny greeted me warmly on arrival. Efficient, polite and professional pre checks on 2 machines in clean room. He explained all procedures so clearly and carried out the tests with calmness and efficiency. Henry the optician was equally clear in the tests carried out. Professional and his manner put you at ease. Results were explained and a copy of my prescription given to me. I would highly recommend

Fantastic Service

Nothing to much trouble, Helpful but not pushy

Very pleased
It was October but can not remember date.

Which i had read all these reviews about various branches of M&S Opticians and i would have gone elsewhere.
Had an eye test at Kingston uponThames and choose a new pair of reading glasses for my computer. They told me i should change the lens on my distance glasses, but as they could not be reframed so i just left it.
On collection the reading glasses they had put the wrong lens in so i had to go back for a re-test. Just picked up the glasses and they were okay.

Before the re-test i went to another Optician who test my eye again. They told me thatthe first eye test was closer to my prescription than the second eye test.

They also informed me after there test that i really did not need new glasses both computer reading glasses and more to the point distance glsses which would have cost approx £300.00 to change them.

For a store like M&S to provided a Optiians like this is a disgrace. I have told them to destroy my records as i will not be using them again.

Well, we used M and S Stevange last time and was ok with them to be honest so we went back again, really wish now I hadnt bothered, my partners glasses were ready in a week however after more than 10 working day this time my glasses had not arrived yet, 14 days total, been told various excuses as to why not ready, blaming none delivery etc etc……so I called today (Saturday) and cancelled as they said they do NOT get deliveries on Saturdays and should be in on Monday!!!!!! GUESS what had a call back this afternoon telling me they had arrived (funny, was told they dont get Saturday deliveries) Too far away for me to get there now, so
Have CANCELLED and asked for a FULL REFUND. wont go there again SORRY. Lost a couple of good customers.

Having read many comments on TrustPilot with people questioning why the Customer Service does not match the traditional good service that Marks & Spencer are renowned for. I hope the following will enlighten those people, this is from personal experience. M&S Opticians are not part of Marks & Spencer they are a piggyback company operating in store called Owl Optical Ltd which is a wholly owned subsidiary of Scrivens Opticians a Birmingham based company known for being a major supplier to the NHS. Unfortunately their Customer Care is at opposite ends of the scale to Marks & Spencer, so please beware. Hope this is of help.

I ordered two pair of varifocal specs at M & S Wolstanton Newcastle under Lyme. The offer of second pair reduced price.
Both pairs have had to be returned to have lenses replaced as the varifocals didn’t sit at the right position for my eyesight . After years of wearing specs I’ve not had to return any before with other opticians.
The staff were very friendly and helpful but I’m not sure about their level of experience to measure for varifocal lenses so think that’s the first problem.
The second issue is the delays in waiting for them to be remade. I was told a week turnaround and now just been told it will be three weeks before I get them back. This tells me that M & S are not prioritising specs that have been returned to them for corrections.
Disappointed to say the least. I will think again before returning next time.

I started a monthly contact lens contract at M&S Hedge End, paying 3 months in advance. After 7 weeks and several broken promises I hadn’t received any lenses so I cancelled the contract and had to go to the store for a refund. A month later a lens package was delivered to my house. I then realised that the DD for £55 had started immediately despite the 3 month advance payment. I was being charged twice for lenses that never appeared! Again I was told I had to go to the store for a refund. I went to the store to be told the refund would come direct from Lensplan in the coming days. I’m not all confident about anything I’m told by M&S now. In summary I’ve been left without lenses and M&S have tried to charge £330 in total for lenses a month after I cancelled the contract.

M&S customer care were very quick to comment on this review. They haven’t replied to my message and the phone line constantly busy.

Went to Marks and Spencers opticians in Glasgow. At first I was really pleased with the service, in particular the optician, who was brilliant, very thorough and knowledgable. I also received a free hearing test. However everything started to go downhill after my test. The after care team were terrible. My glasses were never fit correctly, and caused a red blister on my head that was so painful, i didn't wear them for two weeks, went back and adjustments were made, but still really sore. Went back a third time and the lady was much better measured this time and fitted them properly, made such a difference, except now they fall down my face constantly, although this is better than being in pain with a red blister! I was also rather pushily upsold thinner lenses, which even with discount made my glasses in the £300 price range. Afterwards I came away wondering if I'd made a mistake with my selection and actually ended up spending more money than I thought.They also managed to mess up my contact lens appointment by forgetting to order the lens, so this was pushed back a few weeks. Went to my appointment again the optician was so nice and helpful, booked in to see her in a couple of weeks. Went to my appointment to be told that they were running late and could i go away and come back in 20 minutes. I said I had cinema booked so would rather wait. 30 minutes later no sign of being taken so I left. During the 30 minutes waiting I found the contact lenses online from a supplier that cost £55 instead of the £75 It would cost at M&S. Needless to say I bought the lenses from the online supplier there and then and didn't end up going to my appointment. So many mistakes made. My first and last time using M&S for glasses.

I bought a new pair of glasses, when I picked them up they actually put the lenses in upside down, off they went to repair, within a month back they went, this time the arm was broken. When the other arm broke I took the to specsavers who fix them at no charge.
Then after, one of the lenses keep falling out I went back to Castle point only to be told that when I bought them I ordered the wrong lenses, I know nothing about lenses if there was a problem surely they would have told me. The staff were very nice but the best they could do was to offer me another pair at half price, I asked … will have the same problem they told me they didn’t know, I left not taking taking up their offer. I will not be going back, I now have a relatively new pair of glasses held together with superglue! I won’t go back and I won’t recommend.
I’m very disappointed.

My partner booked an appointment at M&S Opticians Manchester over the phone. We made an hour-long journey into town to be told that the girl who booked the appointment had made a mistake. Tom didn’t seem bothered at. There was no apology or goodwill offered to apologise for the error. Thankfully, Vision Express had appointments, so our journey wasn’t wasted.