Duncan and Todd Opticians Reviews 156

Having used 2020 Opticians Glasgow, part of the Duncan and Todd group, for around 20 years, I am genuinely disappointed by the level of service I recently received and feel it is now time to take my business elsewhere.

Earlier this year I spent over £700 on new glasses. Unfortunately, after damaging them, I required replacement lenses at a further cost of £270. I was already considering going elsewhere due to the high costs, but decided to stay loyal to the company because of my long-standing history with them.

The replacement process was poor from start to finish. The glasses were returned later than originally estimated and, when I finally collected them, the lenses had clearly not even been cleaned properly before handing them back to me. To make matters worse, while travelling home, the glasses literally fell apart and one of the lenses dropped out.

When I returned to the branch this morning, I was met with very little customer care or professionalism. I was simply told by the receptionist that “it looks like they haven’t put enough glue on them” and that I would not receive them back until the end of the week. There was no meaningful apology, no urgency, and no recognition whatsoever of the inconvenience caused.

After spending close to £1,000 with this company in a matter of months, I expected far better treatment and at least some basic level of customer care and respect. Instead, I am now forced to make additional journeys into Glasgow, incurring further parking and fuel costs due to an issue that should never have happened in the first place.

It is extremely disappointing to see such poor standards from what is positioned as a premium optician. Sadly, this experience has convinced me that it is time to move on to a company that values both quality and customer services.

I've had my hearing aids for nearly 5 years, just a couple of issues which were corrected in a timely fashion, the second and, most recent problem was dealt with by Laura Lilburn who was working at the Dundee store at this time, she was most helpful and informative along with helping me with a bluetooth connectivity problem that occurred whilst I was at the store. Thank you Laura!
Based on my experience, I can recommend Duncan and Todd.

THANK YOU to the lovely team at Duncan & Todd Thurso. I lost the screw from my glasses on holiday and they were so kind, helping to fix them and didn't charge. Really kind, helpful service. I'm really grateful.

Have used Duncan and Todd in Dundee for many years and have always had excellent and friendly service-thanks to Vickie in particular.
I have just used their audiology service for the first time. The time taken and professionalism shown by Laura Lilburn, the audiologist, made the process of accepting hearing loss and ordering appropriate hearing aids with confidence a straightforward one.
Am looking forward to regaining hearing I have been badly missing. Thank you Laura.

Excellent service today from audiologist Laura at your Broughty Ferry branch. Cheery, helpful and efficient. Thanks!

My Mum and I visited the Stirling shop today for eye tests and new glasses.
The customer service was excellent, from the Optician to the assistants Abby and Vanessa. All were patient and supportive with my elderly Mum and very helpful to me.

This was at Duncan & Todd Ellon Branch with Gemma, lovely conversation, sparkly personality, a credit to this Branch, made my experience calm and kept me informed as the tests were being done, I won’t hesitate to choose Gemma for my next eye appointment.

This review concerns the Elgin Branch of Duncan and Todd. The optometrist I met there is one of the most competent and professional optometrists you could hope to see. Sadly, the same cannot be said of the store manager who was most unprofessional and rude in his behaviour, may be becuase of staff shortages, I don't know. He was all alone dealing with a customer while a queue formed at the reception. Tired of waiting, one elderly couple in the queue left. Duncan and Todd send you a text that your specs are ready to be collected from the store. But they don't say is that the specs are not ready but the lenses will be fitted while you wait in the store. The store manager, rather than accepting that the text was misleading, became cross with me when I raised this issue with him. It was a most unpleasant experience. To think that I paid over £600 for 2 pairs of lenses ( I provided my own frames). I certainly am never ever returning to this Duncan and Todd branch.

In the Union street, Aberdeen store, I wanted intermediate lenses and they provided close range ones. They offered to fix it, did another cycle of test but still the lenses are not fit-for-purpose. No result and £ down the drain. Disappointing

DUNCAN AND TODD ARE FANTASTIC KIRSTEN IS THE BEST. ALWAYS THERE TO HELP. A GREAT TEAM. I LOVE THEM ALWAYS ABLE TO FIX MY SPECS AND MAKE SURE MY EYES ARE WORKING WELL. ALSO FIX MY HUSBAND'S GLASSES AS WELL AT SUCH SHORT NOTICE. FULLY RECOMMEND THEM.

Duncan Todd Dyce ,this is the best professional company ,superb service ,care , and patience, really sorted me out had major problems with another small name company . I have to say the Lady June helped me this morning first class but the Manager is excellent and very understanding first class service Thankyou all very much ...

Loved get checked my vision by professionals. Today got my glasses they are awesome.
Kind people who works their best.
Recommend

Booked an eye test online, albeit a couple week's earlier than due. Day before get a call to say I have to wait 2 years, too early unless vision changed, which it had. Sorted that out and ordered contact lens AND nearly £400 of glasses. Went to pay and told have to buy 3 months lens in advance. There is no reason for this other than money grabbing, so declined all and took my business elsewhere which is a shame as cannot fault staff

I have a bit of a phobia of eye tests. Today I had a great experience at Duncan and Todd’s Aberdeen Belmont street branch. I think the optician I saw was called Eilidh. She was so kind and efficient and has given me the clearest pair of lenses I have ever had. Thank you so much.

Excellent and knowledgeable staff. Very friendly and helpful

Great service from booking to appointment. Easy to book appointment online, received a confirmation email, got a reminder email and a courtesy phone call a few days before to confirm and answer any questions. Welcomed when I arrived, seen straight away, thorough eye exam from a professional and knowledgeable optician. This is the second time I have had my eyes tested here and this is where I will continue to go. Very pleased with the service from all aspects!

Thank you to Keith Riddoch for being so professional and diligent while delivering an eye test on 30/7/2024. He detected something while looking at one of my eyes and squeezed me in the next day to follow up on this. I am very grateful for the excellent service. Always feel very welcome the minute I arrive at Westhill Duncan and Todd too. Thank you to everyone.

Professional and friendly

Efficient and polite service, highly recommended