Vision Express Reviews

Name: Vision Express
Rating: 3.07

3.1 Rating 595 Reviews

49 %

of reviewers recommend Vision Express

Company Reviews

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Metrics

3.1

Based on 595 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 74%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Uggghhhh Such a bad experience has left me shaking today. The attitude of staff leaves a lot to be desired. It appears that there isn’t an optician on-site and one has to wait for the right day when an optician will be in. Eye test and ordered my expensive new pair of glasses on 16 Jan. Everything was fine with the eye test. The optician very helpful. I couldn’t make my mind up on a frame and ended up going for a more expensive one. I have astigmatism and am struggling to see at night and decided 2 days later to try contact lenses. I was notified yesterday (21/01) that contacts are ready but no optician until 27/01/20. Seriously? Your business is an optician and you don’t have one on-site? It’s not that there were no appointments, there was physically no optician. Really bad customer service who left me feeling emotionally angry (more of a rage really). Am afraid that this ‘don’t care’ attitude and attempts to make me, the customer, feel to blame, don’t actually work with me. I will be going elsewhere. As warned, I will not be back and will be posting my story to social media. You had me as a first time customer a week ago. Today you lost me forever.”

Helpful Report

Posted 5 years ago

“I needed the lens in my glasses updated to my current prescription using the NHS voucher scheme. This is a British citizen's entitlement to healthcare under NHS. It's not optional but VE Wimbledon refused me this because "they cant do it just willy nilly" and my prescription didn't come from their store although the glasses WERE bought from their store and I'd previously spent £££££s with them. Absolutely disgusted!”

Helpful Report

Posted 5 years ago

“Had my eye test november 2018 purchased a ralph lauren varifocals at a cost of £370, they are now 14 mths old & the other night i accidentely leaned on them with my elbow and the arm broke off at the springed hinged. Took them back to the branch in wigan to be told by the manager its wear & tear that the warranty ran out 2mths ago and they could not be fixed as once the springs broke thy can,t be repaired . But i could buy a new frame & put the old lenses in £185 i don,t think so. Lesson learn,t the expensive designer frames are not worth it, i said i wished i would of knew about the hinges before i bought them because i would of got a cheap pair she said they would of broke within 12 mths, what would you have done then she replied in the 12 mths we would of replaced them so its a no brainer. Will not be going back to vision express first experience in 2018 will be my last. Will go back to where i have been going for the past 30 yrs, just wanted a more designer frame but never again.”

Helpful Report

Posted 5 years ago

“Had £700 set aside for a new pair of varifocals. I arrived a couple of minutes late for my appointment and was duly informed I would have to come back several hours later or another day. Managed to get an appointment at a more local opticians on the same day fortunately and ended up with TWO new pair of varifocals for the same money. They used to be pretty good but they obviously dont seem to need the business any more sadly.”

Helpful Report

Posted 5 years ago

“Think they should rename the business .Went for my test 27 nov ,,,Went for new glasses two weeks later could see any print clearly ,She said take them home and try them tomorrow,I said no ,£400 pounds sitting in the case don’t think so.Three girls faffing around measuring ,Waited 20 mins to get an assistant by the way ,Sent them away ,came back the same ,,,Phew getting hot under the collar now ,Another eye test ,different prescription,For some reason I walked away with £100 refund ,January 12th No message .Come and pick up your Glasses ,So Vision express .Not this time,My visit to West Quay was supposed to save me time 😩”

Helpful Report

Posted 5 years ago

“The eye examination was 5 star. Then once they took the £900 from me and my wife’s glasses the customer care service was terrible. The arm on the frame had become misshaped due to carrying them in my bag to and from work .The loud, rude and abrupt women told I had sat on them,I said I hadn’t, if she said it once she said it ten times.she then said I will try and straighten them but they brake you will have to pay .I walked out not impressed Never again”

Helpful Report

Posted 5 years ago

“Very rude store manager. When I asked for refund, she asked me to bring my husband, which I had just divorced, and if I had ever paid tax in UK. Eventually, she threatened me that she would call security. I was alone in the store surrounded by several staff members, accused of fraudulent. After a couple of months, vision express finally paid back refund but no apology from them. They are racists and if you dare to step into their store, you'd better be prepared for the worst customer experience.”

Helpful Report

Posted 5 years ago

“Excellent service from Elan and his team, well done.”

Helpful Report

Posted 5 years ago

“v poor, rude and insulting service by reception staff. Have left in tears. Also spent years on Vision plan just to find out i received less than half the lenses i paid for! Changed my prescription between 2 strengths repeaedly to force me to spend money on new glasses every time, telling me i was losing my sight! I was terrified and it was a lie!!!!”

Helpful Report

Posted 5 years ago

“Dina at vision express in Colchester was amazing!!! I was absolutely terrified of the thought of contact lenses and touching my eyes. she was so so so patient and I wouldn't have been able to do it without her. she is an asset to the store.”

Helpful Report

Posted 5 years ago

“I bought a pair of very expensive (315 £) lenses and they fitted them to my brand new frame. After using them approximately a year l noticed symmetrical scratches on the lenses. Assessing them l realised the cause of the scratches were the arms of the frame. I returned the glasses to the Colchester store on Sunday. The staff told me to pop in on Monday to talk with the store manager. I went there but they kept me waiting. After repeating my request twice l could see the store manager. He didn't accept the responsibility blaming me to give them unsuitable frame. I said l am not a specialist you're the specialist. Why didn't you assess this frame? Why did you fit the lenses to this frame? If it wasn't right frame you shouldn't have fitted them to this frame. He kept refusing their responsibility. As a last chance l said l will tell everyone that you're not accepting your failure and responsibility. He pushed me out of the store. I left the store and he followed me outside and tried to push me away from the neighbourhood of the shop. I said l am in a public space you don't have right to push me away. He started to stand just next to me in a threatening manner. The distance was only 20 cm between us. On top of this he started to accuse me of threatening him. I said no. You're threatening me by standing next to me very close. After a while he went back to the shop and l walked down street. It was an awful experience. I will never buy something from vision express.”

Helpful Report

Posted 5 years ago

“Vision express have been charging me £40 a pack for 10 freshlook one-day lenses. Everyone else I’ve found charge between £7.99 and £15.99 . This is outrageous. I’ve been a customer for 17 years and didn’t realise I was being ripped off so hugely .”

Helpful Report

Posted 5 years ago

“Staff are really understanding and helpful, isha is so nice at the silverburn store ,couldn't do any more for you,would highly recommend this store”

Helpful Report

Posted 5 years ago

“Grrrr!. Been trying to get through to 2 branches for over an hour - no answer. When someone answered I was immediately put on hold and never spoken to again! Although employee in shop was helpful, service was very slow-kept waiting for a long time. Glasses now being sent from one store to my local store -due 5 days ago, still not arrived. Employee due to ring me back yesterday to say what's happened -again nothing. Appalling service. Eyes are aching and really need specs. Go elsewhere!”

Helpful Report

Posted 5 years ago

“Test and products are fine. Staff competence, appalling. Set a standing order for contacts, have now tried to cancel it 3 times and still I'm getting billed. Offered a refund, go into the 'local' store, 2hr drive away, or get a cheque in the mail. Opted for the cheque, over a month later and still no sign of it. And now I have had to get my bank to step in and do a change back because they have charged me yet again. Total incompetence. I hope anyone thinking of using them sees all the horrendous reviews, I wish I had. Unacceptable.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“initially, seemed to go wel brought in my own glasses left them paid extra for vari focals and reacto light lenses thin lense package about £175 in total, 2 weeks later no glasses there had been an issue st the factory, another week later a few days more should be in saturday, go into the shop on saturday to find the wrong orescrition fitted to my glasses no reacto light lenses and then accussed of not asking for that type if lense. Asked for a full refund given one within an hour. Used to be a good business No more.”

Helpful Report

Posted 5 years ago

“Inexperience staff*..... three different information given from three different staff* ie: " If you have your glass reglazed and your flame get damage....You will not be able to have it replaced..and..that is the risk of having your glass reglazed "....then...told by different staff that yes, I will have it replaced the value of amount paid ....then two different prices told by two different staff....yet..somehow they manage to make me feel stupid for their incompetent. Were going to have the second pair done..but..decided to do business somewhere else... No thank to Vision express*”

Helpful Report

Posted 5 years ago

“After waiting the usual 7to10 plus days after eye test and like me order 2 pair discount reading and distance specs so after a couple of weeks I went to VandE Tesco store to pick up specs but on arrival only distance specs were in. So was told maybe a week readers will be in,but after another week I was told frame was broken during manufacturing so could be another week. But over 3weeks with new distance specs whilst cleaning with free cloth supplied with case I felt movement like the lens was going to pop out. So this week visit again to question what was going on with my reading glasses and was told still not ready,,, So refund total was granted. Will not ever use this company again...”

Helpful Report

Posted 5 years ago

“Ordered my glasses 1/10/19 everything okay today went to pick them up assistant took them and cleaned when I put them on noticed that I could see something in my eyeline thought it was a mark but it was the the bridging piece that was intruding into my vision the assistant basically said was my eyes she wasn't bothered I wanted them thinned was shown how thin they would be but they are so thick I don't think they have been done, assistant said to pick new glasses only ones were half framed mens asked for ladies like this told no don't do them, So annoyed by treatment given refund was asked to sign a form but not to fill in anything else as she woukd do it on reason I ticked other box. Not impressed by this, I went to two other opticians who said I should not have rimless with my prescription. But your optician said it's okay. On arriving home I called your on complaints line who not only took ages to ask questions he also put me on hold for 20 minutes I hung up, He did call back and said I got what I ordered I disagree. He said as I wasn't happy with the Store he would forward onto manger and area manger I asked if area manager would phone me he said no as he couldn't talk to me because of data protection how stupid, so no I do not like yoUr company,”

Helpful Report

Posted 5 years ago

Vision Express is rated 3.1 based on 595 reviews