M&S Opticians Reviews 285

Knowledgeable, friendly and helpful members of staff. Would have given 5 stars if we hadn’t have been kept waiting. All good in the end.

The staff could not have been more helpful. There were always appointments available without waiting long. I had an issue with the frames I chose. It was sorted without fuss and it was a more relaxed, calm experience inside the store than I previously had at a famous high street optician. Plus I had a free hearing test too. Excellent. Highly recommended.

I was greeted very warmly and introduced to Jonathan, who talked me through the options available for lenses, frames, etc. He was very thorough and helpful. Then to see the Ophthalmologist Tassnima - a kind, gentle lady who explained each process. The staff took a long time to make sure my varifocal lens were exactly right for my selection. Im delighted with the way I was treated.

Excellent service staff very attentive and professional very through eye test and good quality glasses.

1st time visiting M&S for glasses. Service was excellent I also got a free hearing test when I was there. Great choice of frames. Price was cheaper than my previous optician. Staff were very friendly and professional

I visited my local Marks and Spencer opticians in Stevenage today for the first time - and it won't be my last visit.
From Stan, who kindly managed to get me an appointment in the first place, to Kaci who did all the necessary testing, and finally to Jim the optician, who's knowledge and professionalism is second to none! I came out of there feeling fully reassured and confident, with a clean bill of health!
Thank you M & S Opticians...

I attended my local M&S Opticians (Torquay) with my son for what I believed was a booked appointment. I arranged the booking by phone on a Friday and was clear that I did not want the following day (Saturday), but the Saturday after. Unfortunately, this was not listened to and the appointment was booked two weeks later instead of one.

When I attended on the date I believed had been agreed, I was told the appointment was not for that day. What concerned me was not only the administrative error, but the lack of flexibility to resolve it. There was no ability to accommodate me on the day and, availability overall was extremely limited.

I had specifically requested after-school appointments, but the times suggested were impractical and left very little margin to get from school on time.

In addition, the front-of-house experience felt unwelcoming. We arrived dressed in outdoor clothing as we were going on to the yard afterwards and were visibly scanned by a member of staff in a way that felt judged. While this may not have been intentional, perception matters in customer-facing services.

For a clinical-adjacent service, accurate administration, listening carefully to customers, flexibility, and professional, non-judgmental interaction are essential. As these standards were not met, I chose to cancel and go elsewhere.

Jo greeted us with warmth and enthusiasm and as we were early for our appointment, she showed us to some seats. Throughout the initial examination she was at pains to explain the process which she executed with great efficiency. Thank you Jo, you are excellent. Following the excellent, educational eye examination by Tassnima, Martin concurred in my selection of frames and proceeded with a thorough process of ensuring my new lenses would be properly aligned and that my requirements regarding lens type and coatings etc. would be met. Dominika gave Martin’s findings a thorough check and signed them off. I concluded that I was being cared for by a very adhesive team who are careful to get the job done right first time believing that in so doing I shall be very happy to return when my next eye examination is due. Thank you all. I shall spread the word and I intend to return in due course.

The nose pad of my glasses was broken and it was purchased from Asia. I took it to the Canterbury store, Charlotte has inspected the glasses and said she could fix it - when it's returned, she told me both nose pads were replaced. It's perfect and excellent service.

On my visit to the M&S store in High Wycombe I was told my prescription hadn’t changed from the previous year so new glasses were not needed, and instead I would be referred for cataract surgery. I was given a note to take to my GP for them to make the referral. This was the first error as they should have referred me themselves direct.
A few days later I received a phone call asking me to make another appointment in order for them to make a direct referral. At this second appointment they gave me a further eye test. The optician then proceeded to point out all the negatives of cataract surgery and none of the benefits, so much so that I was completely dissuaded from the surgery and instead I was talked into purchasing a new set of lenses instead. When the glasses arrived and I tried them on I told the assistant that the lenses weren’t clear but was told to go away and try them for a while so as to get used to them. I tried them for a considerable time but there was no improvement. I went back and was given a third eye test and a referral was then made for cataract surgery. Had the referral been made properly on the first visit I wouldn’t have had to go for a second appointment, only to be dissuaded from surgery. The only reason I can see from this is that no sale was made on the first visit so I was called back to be persuaded to purchase a pair of glasses that I didn’t need, and unfortunately this is what I did. After lengthy emails back and forth forth to the customer service department asking for a full refund due to the miss-selling, they eventually agreed to offer me a 50% discount if I purchased another pair of glasses after my surgery. Obviously I did not take up this offer and went elsewhere for new lenses.

We had a great experience at the Wolstanton store, Freya was amazing. She listened to what we wanted and bought the glasses over to us. She had endless patience whilst every pair was tried and considered and gave her honest and professional opinion. We would definitely recommend

Prompt, efficient and friendly service.

Excellent range of designer frames.

Myself and my Husband purchased glasses we had Excellent service all the way through would highly recommend

I am Kashmiri Gogna and I have been to Marks and Spenser Owlcotes, Pudsey, Leeds, for my eyes sight check up. What a fantastic service I got right from Raj, Trish and David an optometrist, was unbelievable. Very honest, time was not spared to check the eye’s condition to eyes sight test. It was not done in a rush like franchise retailers do.David explained to me the tests in details and given me his honest advice. Definitely I will use M&S in future and would recommend to others. A considerable difference will be noticed between M&S optician and franchise retailers. All the best to David, Trish and Raj.

Nice staff . Good products, but did have to wait a while for glasses to turn up !

Excellent service as usual. Staff are always very helpful and friendly.

Would highly recommend.

Staff at the Metro Centre Gateshead are very professional and helpful

Arrived 5 minutes early for my pre-booked appointment only to find they had given my slot away to a lady who had just turned up ad hoc. Absolutely disgusting way to treat customers. To make it worse it was myself that had to leave, not the lady who took my place without any appointment. If they can't get the basics right that is a major concern. ADDED: Yu have just asked me to contact customer care - i did that a week ago and havent heaard a thing. Useless!!

Had a sight test today and really professional service. Have a complicated eye medical history and the optician Natalie and her team especially Bethany spent far longer than an average appointment time examining me and discussing options.
Had a hearing appointment with Lisa in November and that was great too. Had been a customer elsewhere but the hearing aids I previously used never really suited. The ones I’m wearing now from M&S are superb and have added a great deal of quality to my life.

Everyone was on time and very professional.Area was clean and tidy .Glass frames were reasonably priced with one half price with a full priced purchased