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

“Appaling. Lies about glasses ready. 80mile trip”

Helpful Report

Posted 4 years ago

“I am a customer of Vision Express at the Mall Cribbs Causeway Bristol. I recently decided to try contact lenses and made an appointment to see if these would be suitable. In all with two free trail sets of lenses provided I am now delighted to state that the lenses are perfect and the comprehensive care, information and assistance that I received from the staff at this location were outstanding. I particularly wish to thank and mention a young lady called Charley who quietly persisted with my in aptitude to putting the lenses in - I now have this element down to a tee! Additionally I wish to mention a very nice chap called Paul who again checked and tested my eyes comprehensively to get the shape and prescription for my lenses just right. These are two staff members who I feel went above and beyond in looking after me, there are others in this stop course and it’s fair to say that everyone I met or interacted with was polite, friendly and helpful. The COVID care demonstrated in store is of the highest level also. Thank you everyone 👍”

Helpful Report

Posted 4 years ago

“Had appointment for today, got text to remind me and tell me to call if I needed to cancel, I did not under any circumstances want to cancel, I arrived ten minutes before appointment time to be told they had tried to call as optician was off ill my phone showed no missed calls, next appointment not until October, thought they would have the decency to fit me in earlier, never again would I book with these people”

Helpful Report

Posted 4 years ago

“Got new specs from specsavers a few weeks ago and screw fell out last week letting lense fell out. The wouldn't repair or replace screw for 6 days, went into vision express round corner asked for some help as I am a truck driver who needs his specs, within minutes spec's repaired without charge. Staff friendly helpful and polite. Thanks vision express”

Helpful Report

Posted 4 years ago

“When you pay a premium price for a frame, you expect a premium service and quality product. The spring on the arm broke and I was surprised to be told that it can't be repaired and I'd need to pay for new frames. OK, so they are out of warranty, but when you pay top price, you should be able to expect the glasses to last from 1 prescription to the next; 16 months is NOT acceptable. You might as well pay for a cheap frame, because £200 doesn't buy you a superior quality. I let the Vision Express staff know that I will go elsewhere in future and they didn't seem at all bothered. My advice: look online, for a £5 pair... they certainly can't be any worse than the expensive pair that Vision Express offloaded on me.”

Helpful Report

Posted 4 years ago

“I purchase two spectacles from city center Rohini Delhi. The quality of frame is very poor I was under the impression they are having good quality”

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Posted 4 years ago

“Went to the Edgware Broadwalk branch to get a new pair of patterned frames but disappointed with the lack of choice....asked a shop assistant to help but she was short and rude with me so I just left (Asian woman with long hair)....I work as a shop assistant and would try and help customers instead of dismissing them!!!! Only good point was plenty of ordinary frames to choose from if you just want standard specs....”

Helpful Report

Posted 4 years ago

“One of the worst customer service, Vision express in money minded organization and given the worst product so called Manufacturing defect product. with-in 1 year the glass color changed and this is the expensive glass that I brought for 20K. My rating for this product is Zero, I recommend no one should buy this worst product.”

Helpful Report

Posted 4 years ago

“They were friendly , helpful and explained everything in detail. Scunthorpe and Lincoln staff all excellent in customer service.”

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Posted 4 years ago

“Amazing service by Lisa in Shotton, Deeside who has helped me to get my glasses fixed in no time. Highly recommend them. Thank you so much for the help, stay as amazing as you are :) Regards a very happy customer”

Helpful Report

Posted 4 years ago

“I had an appointment at 12 noon on Friday 7th August and whilst I was seen immediately for the initial tests but then told there was a 30 to 45 minutes delay to see the optician. I finally got to see him at 12.40pm I have to say that whilst the staff were very apologetic and I understand the current restrictions the lack of staff will have a negative effect on your business”

Helpful Report

Posted 4 years ago

“I have been going to the Croydon store for 14 years, in recent years the service hasn’t been great but I was honestly too lazy to move. Most of the time I would go to VE at Westfield or in Holborn anyway because the Croydon store have given both me and my Mum, the wrong prescription in new glasses before. They completely messed up my Brother’s glasses also so now he goes to Boots. However, after my last eye test, my glasses were scratched by the store (inner corner by the nose bridge, identical scratches on both lenses) I believe when the arms were being tightened. As I wear contact lenses I didn’t wear them on the way out so didn’t notice until the next morning. I called the store and they said I’d need to bring them in. I did so and received the most disgusting service from Robert the Store Manager. He basically accused me of lying and scratching the lenses myself. I’m lucky my partner was with me as a witness. He was aggressive, accusatory, didn’t even acknowledge me in the beginning and spoke mostly to my partner. His aggression was so vile I called the Head Office and suggested they review the store CCTV. Due to the pandemic I haven’t yet had time to change opticians but I will be doing so when my next eye test is due. I cannot believe the treatment by a so called Manager. It’s also worth noting that it took them 2 weeks to fix the lenses they had damaged in the first place and when they gave them back they hadn’t fitted the right side lens properly anyway! Thank goodness Head Office were helpful, I sent them photos of the lenses and luckily had a photo of me wearing them the day before in which you can’t see the scratches. Besides which, the scratches were so noticeable, the Ophthalmologist would’ve noticed then during my eye exam if I had brought them in like that. Robert didn’t want to acknowledge the store had damaged my £550 glasses that were in pristine condition but the person I spoke to on the phone didn’t seem surprised at all.”

Vision Express 1 star review on 3rd August 2020

Helpful Report

Posted 4 years ago

“Chose new frames at Vision Express. £200. Told they couldn't order new that I would be fitted with the display frames and then they'd be sent to my home address with new lenses!!! Why should I pay full price for an expensive pair of glasses frames which were the display pair. Vision Express told me they COULDN'T order new!!! Wasted 2 hours of my time having eyes tested and choosing new frames. If I'd known in advance would never have gone to Vision Express even though loyal customer.”

Helpful Report

Posted 4 years ago

“The whole atmosphere at the Hitchin store was cold, unfeeling, clinical and uncomfortable. No friendliness or customer service skills on display. I was forced to wear a face mask without any consideration as to whether I had any conditions which would preclude this. I refused and left the store. I will NEVER be back and would go ANYWHERE else. I would seriously consider spending your money with a company which gives a damn about customers and customer service.”

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Posted 4 years ago

“I Felt I was rushed into buying glasses immediately after eye test guided to buy ones I do not like ,I needed more time to think, I also asked to put a screw in an old frame that had come loose and was told just buy some new ones even though that set cost me a fortune , previous staff in this store where much more customer focused rather than money profit focused.”

Helpful Report

Posted 4 years ago

“I called Vision Express Byres Road, not my usual store which is nearer to me, desperate for spare contact lenses, a couple of weeks ago. My local store wasn't taking calls because of the virus. Robert and Hazel at Byres Road were super helpful and really friendly. They arranged for me to get spare lenses very quickly. Fab service all round. Especially great given the virus has affected so many. I couldn't recommend them more highly. Thank you!”

Helpful Report

Posted 4 years ago

“Visited the Colchester store today 13/06/2020 to 1st get my glasses that were sent to me during the lockdown adjusted and sort out some lenses for some frames that I had purchased and to order a new pair of sunglasses. I cannot praise the young man that helped me with everything, I hadn’t realised that he was the young man that sorted out my glasses that had the incorrect lens put in, he not only remembered me , he also knew that I didn’t like the coating put on the lenses and remembered the problems I had. Today he adjusted my glasses, sorted out lenses and found me a fantastic pair of sunglasses all with 1st class professionalism. The chap should be commended as I can be very awkward especially with glasses. Thank you very much for such fantastic service. The chaps name Bradley”

Helpful Report

Posted 4 years ago

“Had eye test 11/03/2020 gave them my designer glasses to put the new order lens, said they had trouble fitting lens but didn't say they has broken my frames...heard nothing as virus lockdown. then in May I had a chap round with my broken glasses not the lens I had ordered promising to replace everything and keep me informed but of cause when I ring he is not available to chat to.. I have been in Management retail most my life till retirement and would be ashamed of the treatment I am getting...I just asked to be kept in the loop of what is progressing or as I think not progressing...”

Helpful Report

Posted 4 years ago

“absolute disgrace. I rang them up to to deliver the right ones for my contact lenses and didn't even bother to listen and sent the wrong ones. decided to cancel them and they are still taking money from my bank account. absolute trash disgrace of a company.”

Helpful Report

Posted 4 years ago

“I am currently in shielding because of covid 19 and my spectacles broke. I rang Vision Experess in the White Rose Centre, Leeds to find out if I could do it by post but Tom at Vision express said that he would fix them on his way home which is exactly what he did. This was way above and beyond the service I would normally expect; especially after a days work and taking into consideration that I live 0n the outskirts of Bradford and his home is in Scunthorpe. Thank you again Tom for the great service.”

Helpful Report

Posted 4 years ago

Vision Express is rated 3.1 based on 595 reviews