It was smiles all round in January 2021, when Specsavers Wandsworth customer, Mr Lema Siaba ended up with a new pair of glasses, after visiting the store to resolve an issue with his day to day frames.

Mr Lema Siaba was concerned when his glasses frames, literally fell apart, obviously causing him issues, as they were his ‘go to’ glasses. When he visited the store to resolve the issue, he was initially helped by Carol Walker, Dispensing Assistant, who then sought the advice of Store Manager, Alex Blanariu. It became apparent that there was a manufacturing quality issue with the frames, so Mr Blanariu offered Mr Lema Siaba a brand new pair.

With the help of Ms Walker he used the Specsavers Frame Styler which works by using facial analysis to scan your face shape and features, and then suggests a short list of styles and colours that are most suited to your individual features. Mr Lema Siaba was delighted with his new Specsavers Wyatt contemporary black frames, retailing at £89.

Mr Lema Siaba was so impressed with the customer service he had received, that he wrote into Specsavers saying; ‘I have been in the retail profession for over 20 years and I can honestly say I can count on one hand, the amount of times I have witnessed this high level of customer service. If anyone needs a new pair of glasses or an eye test, then I would definitely recommend Specsavers Wandsworth, as they not only look after your eyes, they also look after you too.

Mr Lema Saiba went on to say; ‘Carol has to be the most genuine person that I have ever come across in retail, being kind, empathetic and caring. A quality that is not often seen anywhere, let alone in this sector. Thank you so much to Carol and Alex for all of your help, you are both a credit to the store and to the Specsavers brand, this is the sort of service everyone expects, but rarely gets!’

Raj Patel, Specsavers Wandsworth Optometrist Director said; ‘We were pleased to be able to resolve the situation and ensure that Mr Lema Siaba had a replacement pair of glasses that he really liked and suited his style. Both Carol and Alex appreciate the positive feedback received. We pride ourselves on offering a highly professional service to our customers and we look forward to welcoming Mr Lema Saiba in store.’