Scrivens Opticians & Hearing Care Avis 

Fast friendly service and provided all the information I need for my new prescription glasses.

My wife and I collected glasses yesterday. Yet another friendly service. Lovely staff and nice atmosphere.

Fantastic service , friendly , approachable and professional staff . I would definitely recommend Scrivens .

Sales manager at Beeston was very understanding about my financial struggle and helped me find the right pair of glasses. My eye tester also was casual and professional; he used his story in school to relate to me and noticed and gave solutions to some problems with my eye that 2 opticians from two other places failed to see. Thank you so much for the service, Scrivens.

I always feel very well looked after. Staff are friendly, courteous and very knowledgeable.

Attended Scrivens Widnes branch today for an eye test and found the staff very friendly and helpful. Nothing was too much trouble especially on my taking up so much time with Gemma on trying to choose a new frame. She was very patient and attentive and offered so much advice during the time spent with me. No hesitation in recommending Scrivens to anyone who asks. Thankyou so much, Carole

It was my 1st eye test and was looked after by Olivia and simon,everything was explained step by step 1st class service

My father is 89 and homebound, his hearing aids broke over ten weeks ago and I’m still waiting for someone to come out to him. All they keep saying is as soon as an audiologist is available we will call you. 10 weeks on and we are still waiting. From reading other reviews that have NHS hearing aids this seems to be a theme. Plus it sounds like if and when someone comes he will have a wait to get any new devices and pay a fee. This is such an appalling service. How can they treat pensioners like this.
I had contact the customer services at least three times and sent an email.

We live in Widnes, therefore visit the Scrivens branch regularly, and have done for over 20yrs. All the staff are professional, friendly, hardworking and a credit to Scrivens. Management should be extremely proud of them all.

I had my eye test else where but wanted my glasses made at Scrivens using my existing frames. Akta was very welcoming and super helpful and I am waiting for my glasses to be ready this week

Probably the best customer experience of any of my visits to an optician. Visited the Ringwood branch today for a general eye exam. I was extremely impressed with optician and the way he took time to explain every detail to me and readily discussed options to improve my eye conditions. Couldn’t recommend more highly.

Excellent friendly service , nothing was too much trouble , the girls in shop ripley Derbyshire keep up the great work ladies you all do an amazing job

I visited the Aldridge branch to have my hearing aids ‘tweaked’. Received a first class service from both Claire and Charlotte. They made sure that I was well informed about caring for my aids and were so patient when demonstrating how to insert them correctly for optimum comfort. Would recommend them to anyone who wants a dedicated service with a welcoming smile.

Peacehaven branch great team friendly and professional Olivia was great definitely went above and beyond would recommend

I visited the Bury St Edmunds branch of Scrivens on the 23rd September, mainly to have an OCT test after undergoing earlier tests which suggested that I might be having the start of macular degeneration. I saw Jennie who talked me through the whole procedure thoroughly, explaining what she was looking for and explaining at length what the result meant. I was very impressed with the depth of her knowledge and her professionalism and with the overall sense of friendliness and customer care which was displayed by all the staff in that office. First class!

Used the Aldridge branch for my eye test and purchase of glasses
I must say that the Claire and Tammie
Are so friendly and helpful. No rush was put on me to choose glasses until I was sure they were what I wanted
Thank you to them for making this experience a happy one
Will be coming back for my hearing test soon

I initially had an excellent experience with Scrivens at one of their branches. The eye examination was thorough, professional and welcoming, and I was extremely happy with both the service and the glasses I purchased. I walked out of there with a bounce in my step. I was so impressed that I submitted positive feedback directly to the company and expected to remain a long-term customer. I even stated that I would happily consider purchasing additional glasses in future and using their hearing services.

The first signs of concern appeared when I collected my glasses. The glasses themselves were excellent, but the case supplied with them appeared damaged. Minor, but still, I couldn't not point it out. Expensive glasses and a case that didn't close at the end properly. A replacement was offered, however the collection experience felt noticeably different from my earlier beginning visit. The warmth, welcome and care I had experienced during the eye examination and purchasing process felt absent, and raising the issue left me feeling awkward despite it being a perfectly reasonable concern. I tried not to let it affect me, as I can sometimes be sensitive to changes due to my neurodivergence.

When I later contacted the branch regarding the replacement case, I was surprised to discover there appeared to be no record of the arrangement. During that discussion, I also raised a question regarding the Spectacle Replacement Scheme (insurance). I was ultimately informed that there was no record showing the discussion had taken place, but that the colleague involved recalled offering it.

I also spent time considering whether I might be mistaken. In relation to the replacement case, I even questioned whether I had perhaps failed to mention it when I collected my glasses. However, taken together with the previously missed eye test voucher, the absence of any note regarding the replacement case, and the lack of any record relating to the insurance discussion, I found myself increasingly struggling to place confidence in recollections that were unsupported by contemporaneous records.

What made this particularly difficult is that I did not begin this process assuming anyone had done anything wrong. On multiple occasions I considered whether I might have misunderstood, forgotten, or misremembered events myself. Unfortunately, as additional discrepancies emerged, that explanation became increasingly difficult to reconcile with my experience.

The issue was never really about the insurance itself. It was about trust and confidence in the process.

By this point I had encountered more than one situation where records did not appear to reflect my understanding of events. Rather than restoring my confidence, the complaint response left me feeling that my concerns had been dismissed in favour of retrospective recollections.

To Scrivens' credit, the company acknowledged that a note regarding the replacement case should have been added to my record and apologised for that oversight.

What makes this particularly disappointing is that I began as a genuinely enthusiastic customer. I provided positive feedback directly to the company, recommended the business, and expected to return for future purchases and services.

Since this experience, that confidence has been lost completely. When I recently required a hearing assessment, I chose another provider rather than Scrivens. That is perhaps the clearest demonstration of the impact this experience has had. A business that had gained a loyal customer ultimately lost one.

At the time of writing, I have formally asked Scrivens to consider accepting the return of my glasses and providing a refund as a gesture of goodwill because the customer relationship has broken down to the point that I no longer feel comfortable continuing as a customer.

I also want to highlight the psychological impact that a loss of trust can have on a purchasing decision. What began as one of the most positive customer experiences I have had this year has resulted in significant buyer's regret. Trust that had been won very quickly dissipated.

I would now happily spend the same amount elsewhere, knowing that I was supported throughout the entire customer journey, not just at the beginning of the sales process. Being valued as a customer after a purchase is every bit as important as being valued before one.

The glasses themselves are excellent. Unfortunately, they are now associated with an experience that has left me feeling unable to trust the wider process.

⭐☆☆☆☆

Both myself and wife have used the Roman Road, Bow, London branch over many years and always have received excellent care / treatment from all the staff in this branch. From a recent visit optician picked up an issue with one of my wife eyes and promptly raised an urgent referral to a specialist eye facility.

The team at the fishponds branch lead by Brenda the manager are always helpful kind caring and utmost professionals I’ve always had such a good service provided by them I cannot praise them more highly … thank you so much what a team