M&S Opticians Reviews 285

I received excellent service from the Camberley store from start to finish,all the staff I came in contact with were very helpful friendly and professional. I had a very thorough eye test with everything explained. I got my new glasses within a week. All appointments were easy to make and done on time,would highly recommend them.

Excellent service. Great staff . Thorough eye test . Time taken to ensure a great fit.

I have never enjoyed previous eye tests and always felt unsure of my answers! However today I had a test in the Canterbury store that I enjoyed and I was able to give definite responses. It also included an optiscan. The staff could not have been more reassuring and helpful.

I went for my eye test in the 1st week in January. Waited for my new glasses to arrive. When they arrived i could not read with them. And struggled with distance. I was told to keep them on so my eyes could ajust to them. I took them back. I then had another eye test. They then sent for new lenses. When they came exactly the same they said it must be the frames. So they picked me the frames that should suit me and needed thinner lenses. When they came i could read with them but struggled with the distance.i informed them of this and was asked to wear them to see if my eyes would ajust to them. I'm now wearing my old glasses. I've decided to get a independent eye test. And go from there.

Wolstanton branch - fabulous service from staff at the store especially Fleur. Little disappointed in M & S head office policy. I got my glasses mid January, struggled with them for a few weeks expecting to adjust to them. I then discovered you can take them back if you're not satisfied with them, at this time I also had COVID, once I was better I returned to the store and explained the issue. However I was about 2 days over the return deadline. I hadn't been notified at collection there was a return period or that I could return them. Staff explained to head office about my situation hoping the fact I wasn't informed of the return period plus having had COVID that some good will would be exercised - no - so I was charged for the replacement glasses. Quite disappointed in M & S head office as their customer service is normally good. Fleur couldn't have been more helpful, friendly or professional though 10/10 to her and her team - my new glasses are perfect 😁

Terrible service from 'Customer Service' M&S Opticians.

23.02.26 Made a straightforward request via email to M&S Opticians requesting a copy of MY prescription.
Received an automated response saying I would get a reply within 3 working days.
No reply.
Rang Customer Service and although the young lady tried to assist she obviously did not have the right information to hand and had not received it seems basic training.
30 minutes later still trying to obtain a copy of MY prescription via email with no joy - asked to speak to someone more senior.
Samuel [Senior Customer Care' took over the call and demonstrated absolutely no care whatsoever! He advised that they could not send the prescription via email as it was against their policy and was not secure. He would ask for it to be sent via post. I suggested that he may have heard that Royal Mail was up before Parliament for their failure to deliver letters and I needed the prescription without delay. He then demanded to know why I couldn't go into the store to collect the prescription and demanded to know the medical reason preventing me. I advised that medical information was special category data and there was no business need for him to know this or ask for this. He was absolutely appalling - what a disgraceful way to treat customers.
He said he would ask the Kingston branch to send the prescription by post and here we are - 10 March - and still no prescription.
I wrote to Stuart Machin, CEO M&S and one of his Execs responded on his behalf on 5 March and said they would escalate this. Today 10 March - still nothing, not even a response.
What an absolutes disgrace.
I have to say the staff at Kingston were very good but they have been let down by a] customers can't contact the branch direct either by email or phone - you have to go through 'Customer Service' and b] Head Office who have washed their hands of the optical services as they are a third-party - operating under the M&S banner.
FIND A LOCAL INDEPENDENT OPTICIAN AND USE THEM - M&S DO NOT CARE!

Excellent choice of glasses presented and dealt with in a knowledgeable, professional, friendly manner (Plymouth branch).
Treated as a person not a number.
The sight test and aftercare all dealt with to the highest level

Had Hearing Test at M&S Camberley on 6th March. Results meant they recommended hearing aids. I said I wanted them to be discreet so they recommended (only) the new Oticon Zeal aids. They fitted a demo pair and we walked around the shop. Then came the price... a whopping £4,995 !

I explained this was much higher than I expected and that all my googling research suggested the top end was about £3.5k - £4k. The response was that the Oticon Zeal is the best new tech, so expensive. I replied that if I was buying £5k of Hifi equipement, for example, I'd at least get another quote or two... I was then told if I didn't want to spend that much I could consider the 'cheaper' Starkey Sign CIC 20 at £3,145.

A bit more hard selling and I said I didn't want to make a decision immediately, and that I'd do a bit of research on my own.

Boy am I glad I did. £4,995 is expensive and a 2 minute google shows that you can find the Oticon Zeal easily for less than £4,000 from a number of authorised providers, who also offer 5 years warranty compared to just 2 years with M&S (also an important consideration of a high value item full of new tech).

So I rang back that afternoon to explain I wouldn't be proceeding with M&S as their price for this product was very uncompetitive. The chap said this was because M&S offer a premium service and this justifies the premium price. Maybe it woudl for a couple of hundred pounds, but not over a grand more expensive.

So I'm now booked in elsehwere with a different provider.

I reaslied I was not given a copy of my test results from M&S the day of my visit, so I emailed them yesterday morning asking for a copy. No response (still today, over 24 hours later).

I also telephoned yesterday afternoon. The call bounced to a Customer Care Team, and I was on hold 15 mins waiting for a Human. I explained that I needed my test results ASAP for an appointment later this week, and I was told this would be flagged urgent. 24 hours later, nothing. So I'm going to have to call them again and waste another 20 mins to ask for something that I should have been given at my appointment.

So all things considered, I'm very glad I'm not becoming a client of M&S. They 'sell' a premium service which is the opposite of what I am experiencing, and their prices are very high.

Buyer Beware... as they say.

I thought my original eye test was one of best I've had for years, and the optician recommendation to have my cataracts done was spot on.
After having the cataracts done the following eye test was once again perfect, and the glasses prescribed are great, my life had been on hold because my eyesight was so poor, and now I can once again drive and continue with lack of skill as an artist.

Shannon and Sarah at the Derby branch helped me with chosing and fitting my new glasses. They were both extremely professional, friendly and helpful. They made choosing my new glasses fun too. I will definitely go back that and highly recommend them too.

Staff really friendly and extremely helpful

Very thorough with all the tests took their time made me feel welcome. Found something called a macular in my eye. Explained what it was and referred me to the hospital I got an appointment letter the next day. Very efficient

Good customer service, appointment was on time - very helpful staff.

Excellent service and friendly staff.A great opticians.

BLUEWATER M & S OPTICIANS are definitely the best I have ever attended. Having read such positive reviews about Bluewater M & S Opticians and having experienced disappointments elsewhere about the tests and outcomes I gave them a go this week. All staff were brilliant from being checked in to completion of the scans and tests to a highly knowledgeable examination by an Optician called Elaine who explained each stage, the defects found and next steps to come in a calm, clear manner that I have not experienced elsewhere. There was no waiting between various stages, the OCT Scan and a hearing test were free, my questions were answered with confidence, focus to detail, leaving me in no doubt what was to happen next with clear timescales. I can throughly recommend Bluewater M & S Opticians to others who might have felt rushed away at other opticians, feeling unclear about the state of their eyes and disappointed about the whole experience.

On time, professional, courteous, all explained. What’s not to like?

I had my eyes tested in December at M&S Bluewater and followed up by selecting glasses at the beginning of March 2026.
Excellent service by all the staff on both occasions. Very pleased with all the staff and in particular Balwinderjeet who helped us with finding the right prescription glasses. Thank you to all the staff.
Rajinder sandhu.

Alex ,Hammad ,Plus David and Rowan thanks so much for being so patient with the Customer remember Alex .5 mins at a time and your fab !Your very patient if you can cope with me !The glasses are going to be really cool but i am defo not embracing Tilda Swinton she not my style no matter how many Oscars or Baftas ..These people socially steriotyping Ginger Hair !Its a crime !Your fab so is Hammad -Have faith in your ability its got far more complex and technical but always rember the MRI glasses customer !I came home dropped a large kitchen board on my head and ended up with a crime scene looking forward to all singing and dancing Sunglasses and Glasses !Canterbury Opticians M & S !

Very professional, courteous and friendly service.