20 20 Opticians Reviews 38

What an amazing team of people. John used some of the newest equipment, some I have never seen before. Gave me the full check over, very thorough. Never pressure to buy but Morgan has such a great eye he will just find the perfect pair for you. The whole team are amazing, professional, friendly and would highly recommend. Do yourself a favour and don’t go anywhere else. Thanks Team2020

Visited the Stirling branch for the first time and will most definitely be back. Morgan and his team were all very professional, helpful, friendly and could not do enough for you.

I've been a customer for years but I don't think I'll be going back.
My eye test went okay and the optician herself was nice and professional. Two assistants sitting at the table and no one bothered to move or advise me with the new frames. When I asked the assistant to adjust the shape of my previous glassed purchased at 2020 she almost yawn with boredom and once did it not even said 'there you go'. Air con used as a heater made the place extremely warm while we still got summertime! Not impressed at all. I always had good experience with both the Easter and Gorgie Road branches but regret I didn’t choose some other optician.

Stirling branch are so friendly, Morgan and John provided an amazing, professional service. I would highly recommend this opticians just for the staff.

Just amazing! Moira at Queen Anne Street, Dunfermline was just superb in helping me out with eye problem, thank you very much. First class service.

I purchased a pair of prescription (short sighted) glasses from 20 20 Opticians. From the outset the glasses never sat right. I returned to the optician store a few times but the issue was never resolved. The glasses fall off the face or sit squint. I can't use them, so my experience is not overly positive.

Subsequently found out the frame is too small and the legs do not fit round the ears - which is why the glasses do not sit correctly or comfortably.

Completely lost faith in the Gorgie branch. I've been a customer for over 15 years but I don't think I'll be going back. I had an appointment at the end of Nov and after a good eye examination my prescription had slightly changed, so I ordered a new set of lenses for my Lindberg glasses. After waiting 3 weeks I finally phoned up to see if they were ready. When I went into the branch I found they had made them the wrong shape, even though I had left them my old glasses as reference. As I was driving over Christmas I asked if they could get them replaced before Christmas Eve. Again, no one bothered to contact me with an update and when I phoned I was told that the glasses wouldn't be ready. I've finally collected my glasses and even now I'm not convinced that the lenses are the correct thickness. Althought the assistant appologies I was not impressed with his attitude.

I have been a customer of 20/20 for many years (edinburgh to be precise) then i moved house, and transferred my account to the stirling branch BIG MISTAKE....i had my annual eye test which was fine,i was told my contact lenses were too old and i needed to upgrade to a better one ( more expensive obviously) so i agreed,this is my eye sight after all.then shortly after trialing these new lenses,my eye got really sore, i made an apointment, this was where it went down hill.i was then told i cant wear my lenses for a week, i had an infection, i was told i needed to go see the reception and order a pair of glasses which will take 2 weeks to come in so i was told to spend 100s of pounds on a pair of glasses which i will never wear, that will take 2 weeks,for an eye infection that will be fine in 1 week !! i told the optitian i cant wear glasses they make me feel sick.i was then instructed to not drive home because i cant put the lenses back in, and i cant go to work for a week,(out of the question) i was then told to come back first thing in the morning see how the eye drops were working (that i had to collect on foot cuz i cant drive... i explained i cant just not turn up for work,so dont make an apointment (i wont make it) i felt so bullied into buying a pair of glasses,i didnt buy,i left very unhappy.then the next day i recieved a voicemail saying because i didnt turn up for my apointment,my Direct debit will be cancelled ) GREAT SERVICE.......

Our 3 year old needed her first pair of glasses and we had an appointment with David. It was like a treat for our daughter as David went to great lengths to make her feel at ease and find her the most perfect set of glasses!
After this initial experience we then had to collect the glasses and a lady called Claire saw us. Again, Claire just made our daughter feel very much at ease and explained very well how she was to use them, etc. During this appointment David even popped by, to see how the glasses suited our daughter! It was such an incredibly personal service, that I can't recommend them enough.
We left and the very next day we were emailed by Claire, about a spare head band for her glasses.
Then a week later my daughter stopped wanting to put her glasses on first thing in the morning. She kept saying that she couldn't see properly and I emailed Claire. That very day another dispencer named Daniel replied and despite explaining about the various adoption times for children with wearing glasses for the first time, he also offered us an appointment ASAP.
This time we got to see Darragh, who again was so professional and explained things to our 3 year old really well. She is now wearing her glasses again!
Having seen several members of staff on different occasions and always having had a positive experience, right from the receptionists to us leaving, I cannot recommended this branch more! Thank you so much David and company.

Very disappointing experience at the Troon branch. Staff (all bar one) have bad customer service/phone skills. My prescription was totally wrong for me and so ended up with them changing one lens to just glass. No partial refund was offered so I queried it to then be told I was entitled to a £10 refund.
I didn't feel a warm welcoming, staff had false smiles, ingenuine.
I expect staff to be professional and have a genuine care for their customers, I didn't find that at this branch. Being polite I will just say I wouldn't recommend and I for one certainly will not be going back!

I lost one of the small screws in my glasses. The staff at this 20 20 Opticians store agreed immediately to replace it, even though I explained I had not bought the glasses there. They refused any money and said it was simple and pleased they could help.

Previously I had dropped into Specsavers (who were closer to where I lived) but they refused to have anything to do with the glasses because they were not bought at their store.

Already I have told several friends about this positive experience. The customer focus of this 20 20 store was excellent and the goodwill generated has already spread far.

Fabulous eye test and service from Optometrist Heather and Raj at 20/20 Queen St, Edinburgh.
Friendly helpful advice and spending quality time with me to ensure I got the right frames and lenses.
Love the anti fogging with the lenses, makes a huge difference when wearing a mask.
Highly recommended thank you 🙂

My rating relates to a follow up enquiry following my annual eye test (rating the test experience 5 stars).

My wife and myself have been customers of 20/20 vision for over 30 years, spending £400-£500 every other year.
Following my eye test last week I was provided with my updated prescription, little change from 2019.
Once home I noted the prescription did not show my Pupil Distance (PD). On telephoning the branch enquiring if I might obtain this I was advised a charge of £40 applied to receive the information!
Give the time taken to conduct the simple procedure I declined.
As a loyal customer I am appalled at this money making ‘racket’ and I will be reviewing future dealings with 20/20.
Finally I would stress that the annual test itself was exemplary and justified 5* rating.

I had my glasses handle it was broken and when I asked to fix it or to replace it he asked me to pay under £160 and I'm being another opticians the replace it free I never come back to 2020

I purchased my sight glasses because I needed them for reading but right after I got them I realised that the job they have done was really bad simply because I could not read while wearing them. I contacted them and after visiting them I have been asked to pay again a big amount of money to have a new pair.......

I have just had the best, most helpful experience with 2020 opticians on Easter Road in Edinburgh.
I bought a pair of Oakley sunglasses 3 weeks ago and unfortunately they fell off my head, scratched and bent.
I returned to the opticians to see if anything could be done and the man in the store was super helpful and said to leave it to him.
A few days later I received a phone call saying that the glasses were still under guarantee and that I could get another replacement pair. However the model I had was no longer available. I was able to pick a pair of Ray Bans instead which I was delighted with. The dispensing optician could not have been more patient and helpful.
Thank you 2020!

I ordered a pair of prescription sports glasses. On that day I was given lenses to check distance vision etc.
All seemed perfect, I paid the full amount and was told that my glasses would be ready in 7-10 days. 10 days passed and I was the one chasing up the order. I was fobbed off with one excuse after another.I actually don't believe they had been ordered when I initially paid for them.
I gave them a deadline and told them if the glasses weren't ready I would cancel the order.

They arrived the day of the deadline, however I felt I had already been messed and was apprehensive.

When I tried them on immediately I could tell they were no good, anything beyond a few feet was nauseating blurred. The assistant tried to tell me it was because they are sports glasses and just like new glasses they would take getting used to. I've had glasses since I was 2, I'm now 49 I know the difference between getting adjusted to new glasses and not being able to see.

Explained to them further that I have 3 other pairs of glasses with the same prescription and I have no issues with them.

The assistant suggested changes he would make to the lens prescription and that they could have the lenses swapped for me.

Now this man is not an optician he is a sales assistant with no qualification regarding eye sight.

I politely said no and asked to see one of their in store opticians before having further changes. He refused point blank, claimed he knew exactly what changes the optician would make and therefore there was no need (The equivalent of this would be having your doctors receptionist treat you!).

At this point I told them I had lost all faith in them, I wouldn't be taking the glasses and that I wanted a full refund.

No!

They said No!

They claimed that the only person who could authorise the refund was the person who sold them to me. They then claimed that they need to talk to the original sales assistant to verify the prescription is right for me!?

I explained very clearly that not one person in their company can tell me what I am seeing out of the glasses only I can verify if the prescription is right.

By this point (nearly 40mins of back and forth) I had had enough. The excuses and reasons for not giving me a refund became worse. I stated again that the glasses were not fit for purpose and under consumer law ihad right to a refund.

They were still not willing to budge, now being told I would need to wait another 4 days to even discuss a refund with the original sales advisor. I asked if I would need to come back into store for that refund or can it be done over the phone - they don't know!

At this point I advised the sales assistant I was posting my experience on the companies Facebook Page as we spoke. I asked him his name, his face dropped and started to lose colour. He gave me his first name, I had to ask for his second name. (please note I didn't share his name on social media and I am not sharing it on here despite his attitude and unwillingness to help, online is not the place to name and shame. I asked for his name to be passed on to his management)

When I first purchased the glasses I was supposed to have the receipt emailed to me, it never arrived.

In store I made them print me a receipt and had the assistant write that I had refused the glasses as they were faulty and had him sign and date the receipt too.

I expressed my utter disbelief at the service and left with no refund.

I had been prepared for a long drawn out back and forth with their head office. I can only assume that somebody was informed of my comments on their Facebook page as I received a call a few hours later that day apologising and offering me a full refund over the phone.

The whole experience hovered somewhere between incompetence and complete disregard for the customer.

Makes me wonder just how many people have left their establishment with useless glasses, struggling to see that don't have the confidence to speak up.

I will not be surprised when they go bust, other companies on the High Street are providing a better product, at a fraction of the price with a complete emphasis on getting the customer experience right.

It's baffling with so many companies realising that the 'experience' of dealing face to face is one of the last advantages they have over Internet companies that 2020 are getting this so, so wrong.

STAY AWAY FROM THIS COMPANY COMPLETELY USELESS AND UNTRUSTWORTHY

I chose to visit 2020 because I (wrongly) assumed that a small and expensive optician meant a high-level quality of care. Unfortunately, I was charged £400 for glasses that I couldn't see out of. I went to a larger chain for a second opinion and it turns out that 2020 completely missed my astigmatism on two occasions. Initially, I was refused a refund. Fortunately, I know my consumer rights and they eventually refunded the total amount. However, this was before the store manager insisted that I keep and pay for the £200 frames, and that he would only refund my lenses. How cheeky.

Despite being a small chain that charges exorbitant prices, their eye tests are scant and old-fashioned. Compared to the larger and cheaper chain I went to, among other tests, 2020 Opticians did not do an eye pressure check or OCT scan. This would explain why they missed my astigmatism. Visit 2020 at your own risk.