Specsavers Aberystwyth Store, Mid Wales


I would like to make an Official Complaint regarding the Store Manager of Specsavers in Aberystwyth, Ruth Devonport. I had an appointment booked this morning at 9:10am on 21/07/10 at Specsavers, Aberystwyth for a Sight Test/ Eye Examination and a Specsaver Adviser had booked another slot for me for 16:15pm for a Contact Lens Check on 22/07/10. I have not had a sight test since January 2008 according to Carmarthen Specsavers, and it being Mid July 2010 it is vitally important that I have a sight test as I may catch an infection regarding it being over 2 years. I suffer tremendous discomfort and the adviser, Sue was incredibly helpful and friendly. She addressed her concern that it was urgent for me to have a sight text. I had arrived today 5 minutes late and the Store Manager Ruth Devonport from the Mid Wales Specsavers informed me that I would not be seen today at all. Ruth Devonport of Aberystwyth Specsavers stated I was a 'whinger' and for 'over-reacting'. I have moved from Carmarthen to Aberystwyth. I went in to Specsavers Aberystwyth to change my address for my contact lenses to be delivered to my new address. However, I was informed that my account was still active in Carmarthen and that for them to be delivered to my new address that I would have to transfer. It was important to stop the account in Carmarthen and continue in Aberystwyth. Sue the Specsaver Adviser sorted it all in store at my previous visit before 21/07/10 and informed me that I was owed a refund as I had been paying for Contact Lenses which I had not received. The contact lenses were re-directed from my old address back to Carmarthen Specsavers as I had moved address. Ruth Devonport shouted at me for my time-keeping today, but I haven't been late before. I am still wearing the same contact lenses from September 2009 and it is a risk. The last Contact Lenses I received was Sept 2009, and they need to be changed every Month. The Store Manager refused to listen to my concern. I had been in previously with broken glasses which had been stood on by a friend. I asked if it would be possible to be fixed without a charge, and I was informed I would have to pay. I would receive some discount as I am a Student. I explained it was not my fault but my concern was dismissed. She said it was not her problem and that it was best for me to take my services elsewhere. I was shocked and left Specsavers Aberystwyth in tears. The Store Manager cancelled my booking slot, and informed me not to return as there would be no welcome for me. Ruth Devonport has shattered my confidence and branded me 'useless' for not realizing what was going on, and that I had created work for the team at Specsavers Aberystwyth. I had not done anything wrong and the mistreatment I received was unjust, and unacceptable. I did not wish to stop visting Specsavers Aberystwyth but the Manager informed me it was her decision who would be allowed custom and I didnt have a choice in the matter. I would like to inform the Area Manager and Head Office of my terrible experience. Ruth Devonport stated that I should be charged for turing up late this moring. I am also entitled to a refund which Ruth Devonport has stated was my own fault. I was informed it was my own responsibility and that I should have closed the account in Carmarthen. I am very upset by all of this that Ruth Devonport has removed me from the system, and banned me form the Aberystwyth Store. I am still appalled at the way I was handled and I would rather visit another Specsaver. I live in Aberystwyth now and this would cause inconvenience but I dont care as I was not shown respect and sympathy for my situation by the Store Manager, Ruth Devonport.