Glasses Direct Reviews

Name: Glasses Direct
Address: Gemini House, Hargreaves Road, Groundwell, Wiltshire United Kingdom, Wiltshire
Rating: 1.93

1.9 Rating 144 Reviews

22 %

of reviewers recommend Glasses Direct

Company Reviews

Questions

Metrics

1.9

Based on 144 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 45%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

08456 882020

Email:

ask@glassesdirect.co.uk

Location:

Gemini House, Hargreaves Road, Groundwell, Wiltshire United Kingdom
Wiltshire
SN25 5AZ

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Glasses Direct 2 star review on 1st September 2024

Christopher Morton

Glasses Direct 1 star review on 19th August 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Their processing time is 1 month and everytime you call their customer service you are caller number 20+ with 1 hour wait time”

Helpful Report

Posted 3 years ago

“AVOID AT ALL COSTS. I ordered 2 pairs of glasses on 9th May 2021 - "Chase" and "Aida". The Aida glasses broke within a month of receiving them, the screw came loose and the lense completely fell out on my lap whilst driving. So dangerous. Granted, they replaced the glasses free for the lense on the replacement pair to pop out in 4 months. The exact same issue. They offered a replacement pair again, and wouldn't refund. I selected a more expensive pair (Dalia) that arrived yesterday and you guessed it!!! THE LENSE HAS FALLEN OUT AS I TOOK THEM OUT OF THE CASE. The twitter team are refusing to refund these due to claiming to not have received the broken Aida pairs, both were sent back. They are refusing to help and won't refund OR replace!!!! I am not out of pocket and have no glasses for what I paid, and will have to spend money elsewhere to buy some decent glasses. To add also - you cannot get through on the number. Always a lot of people in the queue in front of you and I waited 30 mins this morning before giving up. Dreadful customer service.”

Glasses Direct 1 star review on 10th March 2022

Helpful Report

Posted 3 years ago

“Orders paid immediately still no glasses phone line constant off and don’t respond to emails looks like I’ve lost over £300”

Helpful Report

Posted 3 years ago

“What can I say. Took my money immediately and 6 weeks on no glasses. Won't respond to my requests for a refund.”

Helpful Report

Posted 3 years ago

“No answer to emails, rang them twice put in long queue, no glasses after 10 days. Promised in a week, I cant see in the meantime, useless customer service, cant understand what they say. I`ll never use them again wont recomend to anyone. Id rather pay more and actually get glasses.”

Helpful Report

Posted 3 years ago

“My glasses look really good brilliant service however the actual glass in the frames seem cheap and I’m constantly cleaning them as they are not clear and it’s really annoying! Iv checked my spec saver ones and they are much much clearer? I suppose you get what you pay for! Will not be ordering again!”

Helpful Report

Posted 3 years ago

“Sent my glasses back and asked for a refund. Still waiting a month on for the money back, have contacted then 2 times now since and nothing. Absolutely disgusting customer service. Will never use again and I certainly won't be recommending to anyone.”

Helpful Report

Posted 3 years ago

“Awful Service, Still waiting for my glasses a month after I ordered them. They have not contacted me to keep me informed of my order, I have had to keep contacting them. The reasons I've had so far is they forgot to process my order and my lenses broke and didn't pass quality control. I've called back today and asked for a refund. Don't waste your time or money”

Helpful Report

Posted 3 years ago

“You messed my order up I gave you my prescription for bifocals then you want to see a copy of it then you expect me to call you back! Absolute Rubbish. Avoid at all costs. Go to Specsavers they save you the hassle and get you your glasses right first time.”

Helpful Report

Posted 3 years ago

“Wrong prescription couldn't see out either glasses 😔”

Helpful Report

Posted 3 years ago

“I had to send my glasses back to be adjusted. 10 days later, nothing, Turns out they are still in a queue to be looked at - even though they promise to return them within 10 days. They are v bad at communicating - takes 3 days for an email reply plus call centre is in the Philippines. Yo'd think they'd learn from the horrors of companies like Talk Talk wouldn't you. I guess they'll eventually go the same way. Sadly I had to ask for a refund - they seem to forget that customers that come to them for glasses need them to see, to work etc. Will now spend my money where it's appreciated.”

Helpful Report

Posted 3 years ago

“I ordered 2 pairs of glasses from Glasses Direct - what a disaster - they fitted well but that’s where it ends - I couldn’t see out of them at all, all they did was give me headaches - got in touch with glasses direct and they assured me they had been made to my prescription - took them to my regular optician and was told that the reading section was not in the right place - complete waste of money”

Helpful Report

Posted 3 years ago

“Ordered two pairs of glasses over 2 weeks ago it took them several days to tell me they couldn't do them as the prescription was 3 months out of date ,fair enough, but after numerous emails regarding a refund I finally got an answer saying I would have to wait up to 15 working days for money to be refunded ,absolute joke”

Helpful Report

Posted 4 years ago

“Initially I was very impressed with the idea of Glasses Direct, and I loved the choice of frames. It’s unfortunate that when I eventually received my glasses, I couldn’t see because the alignment wasn’t right and the prescription on the right lense was also wrong. I returned them weeks ago after a very costly phone call, but I’ve heard nothing. You just get an automated email, which they don’t follow up. I’m very disappointed with their lack of communication and their bad customer service.”

Helpful Report

Posted 4 years ago

“Ordered a pair of Tiffany glasses a week before Christmas heard nothing then received update said they were sent to lab then took another week to say they were on way then nothing phoned them sat waiting for nearly an hour spoke to gentlemen who said they were being delivered by ups then told me ups had sent them back said he would look for them have them sent out with royal mail 24 hour tracking again heard nothing phoned again waited another 40 minutes spoke to a useless lady said she had to speak to Sam she phoned back told me couldn’t find them said they didn’t have any more would I like refund or choose another pair said I would like a refund no apologie very rude waste of time still waiting for refund”

Helpful Report

Posted 4 years ago

“I broke my varifocals and needed a replacement fast. So I ordered them from glasses Direct, due to discount offer. What a mistake! After entering my CORRECT! prescription into the system, it took them a week to contact me regarding the need of a physical prescription, signed by my doctor. (not a problem, the law is the law) So I sent it in. My prescription includes Far/ Near and ADD. It took them another week to confirm. Another to make the glasses. Then another to ship. So after almost 5 weeks of me being nearly blind, I received glasses that ended up being all wrong! Even though I initially gave them the correct measurements AND added the prescription from my doctor upon request, somehow NO ONE stumbled over the fact that for my left eye they used measurements given for NEAR SIGHT right eye (reading glasses) ?? How is that possible? Especially when I myself had added the measurements correctly into the system BEFORE the wonderful "confirmation" of the prescription through glasses Direct. Now I had to sent yet another Email, which wont be answered in a timely fashion and will be going into the Christmas holidays nearly blind. Calling them is not even an option, since calls made from Germany to the UK are extremely expensive! I sure hope that I won't be asked to return the wrong glasses on my dime, before they even consider sending out correct ones. Not only am I not willing to pay for their mistake, but it will also delay me being able to see again! Big thumbs down!”

Helpful Report

Posted 4 years ago

“The glasses arrived promptly and I thought the frames were attractive and good quality. However, I couldn't see anything through them! When trying to read all I could see was white paper with grey rectangles that I took to be paragraphs. I got my money back but then started an email exchange saying that I would gladly buy again if they could get the prescription right. They made no attempt to do this and even blamed the optician (I have other glasses on the same prescription with no problem). Very disappointed.”

Helpful Report

Posted 4 years ago

“Just demanded refund of the money that they took up front for my order. They didn’t have a web site as user friendly as mister specs ( you can attach your prescription photo straight away. I had to send it after paying & because I had cropped & attached the photo to my orders with other spec providers I binned the paper copy. Direct Specs wouldn’t take my start until I submitted a prescription with the date on . I twice had to email before getting a refund. I work full time for NHS & can’t be doing with the hassle of arranging to get a copy of my prescription. Won’t use them again.”

Helpful Report

Posted 4 years ago

“Very poor service. Placed an order in June still have not received the glasses. Sent last email on 29/07/2020 to get an update but until today 11/10/2020 still there is no response!! Extremely disappointed-:(”

Helpful Report

Posted 4 years ago

“I have now sent several queries email to glasses direct an order placed and paid for on the a month ago. They were keen enough to take the £300 but seemingly not interested in to reply to my questions – simple question what is the current status of the order, if you can not fulfil it then cancel and refund the order ?. no reply and. No reply on the Phone and no refund. They used to be good but I will not be using them again as communications is poor and you have to be carful as headline costs escalate when you add "extras" - cheaper and better service from independent can be obtained from independents on the high street”

Helpful Report

Posted 4 years ago

Glasses Direct is rated 1.9 based on 144 reviews