"Very poor service"

Have been with Scrivens for two years. Pairs of glasses frames were mounting up at home so in order to be economical I asked whether my son’s frames could be reused and just the lens replaced. This was agreed and I was told the first pair would be free on the NHS and for the second pair there would be a fee. I agreed assuming it would be the usual £15 for the second pair. I had the first pair fitted with new lenses first whilst my son wore his spare pair then returned with the second pair and was told there would be a £69 fee. When I asked why so much I was told that had I bought the first pair or even got their free frames I would pay £15 for the second pair. I then said I’d do it the other way around then and pay for a new frame for the second pair. I was told no the computer won’t allow it. The extremely unhelpful manager then told me that she spoke to head office and there was nothing they could do!

At no time when I was in there discussing my son’s prescription and changing the lenses did they tell me that it would be more expensive to change the lenses than to get a new pair of frames. I said I would collect the glasses and wouldn’t be returning. An illogical,, disinterested , hostile and poor service from a reputable firm. What a shame!