Yates and Suddell www.yatesandsuddell.co.uk

Have had many years excellent experience at yates and suddell Bury, this year very disappointed and will be changing optician. Struggled for a year with new glasses got 2 pairs varifocals and readers, readers never used too strong not happy with varifocals Struggled for a year. Next eye test was great prescription had been too strong asked for correct lenses in old frames, one NEVER worn £350 I didn't pay this originally. Told originally I had been charged incorrectly lenses now £220, not happy the manager shouldn't have got cost wrong, I feel I have had wrong prescription for 12 months. Very upset and angry

After waiting over a week for an appointment, yesterday I had an appointment at Ramsbottom.Previous appointments at the Bury branch were satisfactory, but I've just completed radiotherapy & access is easier at Rammy. It started off poorly as I was told I was early by a disgruntled assistant. I didn't expect to be seen to straight away but some communication would have been helpful. Instead both assistants carried on with their admin. I felt like a nuisance rather than a valued customer. I enquired if I should reschedule but then I was told it wouldn't be much longer. 5- 10 minutes later I walked out. As I walked out I was told your appointment is only 5 minutes late.My dissatisfaction was not that I was late. I recognise that appointments can overrun, but there were no other customers in the shop obviously admin work was more important than customers. No apology or explanation was given until I asked. I'm now changing opticians.

Not exactly pleased got two pair of reading and two pair distance glasses. I was bothered about the wait ar all but when coming to collect them was served the glasses at the display area,was asked or made sure they fit well. I was given four different glass cases this makes it difficult to tell which is for which. When I asked for recognisable glass cases I was told they where short and where awaiting order. I have rang back as the glass cases are not at all acceptable. In my opinion as a customer after waiting two weeks then going to collect my glasses i should of at least had been given appropriate glass cases and a little better customer service than that. In comparison to vision express and specs savers I am very surprised about the customer service at yates and suddell. I should of at least had neat and appropriate glass cases for the money I had spent,why make the appointment with me to pick them up from the shop when I was told they where awaiting order for new cases coming in. Its like me saying where I work which is a hospital, sorry we can stich you up but we have no bandages.

I took my own pair of designer frames here to have new lenses fitted, after an eye test at the store I left my glasses in their care to get the lenses fitted, some three weeks later after chasing up I learn that the glasses had ''gone missing'' somewhere from laboratory to store and that an investigation had been undertaken sadly with no result. The store informed me that they would replace my glasses and have ordered them already, I asked where they had ordered them from and was told; online. Having collected the glasses I have concerns that they are not genuine as the colour, size and packaging is different. I raised my concern by email requesting to know where they had bought them from and a copy of the receipt, to put my mind at rest. With no response four days later, I contacted the store to chase up. The store informed me they had passed to head office but were not prepared to give me any contact details for their head office for me to follow up directly and that they would speak to them and get back to me, which they did and the response is that head office are under no obligation to provide me with that information and not to give me the contact details for head office. So, it is with a heavy heart I now follow a formal route through Trading Standards and a growing sense that I am now in possession of a cheaper inferior product. Very disappointed.

After 10 years as a loyal customer the senior management in Bury let themselves and the company down through their shocking service. It took them 4 retests (over little more than a year) to finally give me the correct prescription - that speaks volumes in itself. It took some persuading but eventually the person I dealt with agreed to take responsibility for their mistakes and my significant inconvenience and agreed to remake the glasses to the correct prescription, at their expense. Or so I thought - until I was hounded by a debt agency. I tried to speak to the man in charge several times directly but he didn't even have the courtesy to return my calls. So overall the "excellent" customer service they boast about on their website may be so in other branches but from my recent experience the Bury store do not value their customers at all, or take responsibility for the quality of their own service. Very disappointing indeed.

Been visiting Bury branch for several years now and the service provided is always exceptional. Happy customer.

I received excellent customer service, The person i spoke to was very helpful and made the whole experience excellent. I would definitely recommend them to anyone who wishes to be served in a fast, friendly and efficient way.

I wasn't sure which contacts that would be the best for me and so the person on the phone gave me all the options i could have and guided me through the whole process until by the end of it I felt that i had made the right decision for me. She was very helpful and chatty, I didn't feel like i was just one of a million phone calls that day.

Thank you for making the experience enjoyable.

A*****

Back with my glasses forth time. Due to coatings. Braking down. Again. They have rang me to say do I leave them in a hot car. No I don't drive. What next do I were them on a sunny day. Yes they a transition O we'll lets hope they can sort them out. I doubt it

My whole family are customers at the Ramsbottom branch and have been for a number of years. All the staff there have always been friendly, polite and extremely helpful. Nothing is too much trouble for them and they are always very pleasant. My son has Autistic Spectrum Disorder and the staff there are absolutely wonderful with him which I really appreciate very much. Their prices are as good as anywhere else but their level of service is excellent and I would recommend them to anyone.

I recently visited The Milnrow Branch. Fantastic optician, fantastic staff. Friendly, reliable, what customer service should be! Well done to the whole team. Keep up the good work!