Vision Express Reviews

Name: Vision Express
Rating: 3.05

3.1 Rating 608 Reviews

49 %

of reviewers recommend Vision Express

Company Reviews

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Metrics

3.1

Based on 608 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 37%
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

“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”

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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”

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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

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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.”

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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.”

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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”

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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

“I went to Vision Express because Specsavers let me down. I have now been let down even more by Vision Express. I appreciate that Scotland is still in full Lockdown at the moment but that doesn't give the customer service manager the rights to to lie and be rude to me. I was told at the beginning of Lockdown that I would have my glasses delivered to me withing 2 weeks. That didn't happen. I was then told that it would be another 1o days that time passed and I still didn't receive my glasses. I phoned and they told me anothere 1o days. Again that time passed and then I was told that the manager was on her day off. I phoned her the next day and she said that she would look into it and she didn't. I phoned her again and she said that they had been delivered and signed for. That is not the case I wear contact lenses as well. I have been wearing my last pair of 2 week lenses for nearly 4 weeks as the last time that they sent me my 3 month order they only sent me 1 pair of lenses. I now have an eye infection because I am wearing lenses for more time than I should be. I can't see without my glasses or contact lenses. When I spoke to the customer services manager the last time she told me that it wasn't i,portant as I am not working at the moment. She said tha I didn't need them. I live alone. Owing to Lockdown regulations I can't have anyone come into my home. I need my glasses. I need Vision Express to stop lying to me. I need to be able to see what I am doing. I can't go on like this. I would not recomend Vision express to anyone. In fact the opposite I would strongly discourage them to not go there. They are all about the money. They don't care that they are part of the medical field. I am in serious pain and I can't see properly and it is Vision Expresses fault. They don't care about the health of their customers all they care about is making money. Something needs to be done about them They need to be put out of business so that they can't carry on hurting people.”

Helpful Report

Posted 4 years ago

“Rubbish! Purchased glasses and within a few months its already falling apart. Only for them to repair it and again for it to fall apart. I've never broken glasses and till this day have my old ones from my previous Opticians, only God knows why I decided to change to Vision Express. Don't bother with them. Better off at Specsavers, Optical World etc.”

Helpful Report

Posted 4 years ago

“Vision Express at Liverpool One shopping centre, Liverpool denied to give me my prescription which was paid for. Before I made my payment for my test, I asked the lady who was serving me that I only need to test my eyes and get the prescription as I want to purchase glasses elsewhere. She said that's fine. And when I asked her when my prescription will be ready for collection after the initial test, she said it will be given immediately. So, I went ahead with my purchase and given a date for testing. After my eyes were tested, I was taken to the floor and was told to select frames for my glasses. When I told the lady who tested my eyes ( Eastern European blond short hair) that I already spoke to colleague regarding this and I just need my prescription, so, I could purchase my glasses elsewhere. She didn't even bother to answer me and left me and went inside a room and closed the door. There were two men at the till. I explained the matter and asked to speak to the lady who I made my payment with because she was the one who asked me to take a seat before my test. She was inside the same room with the lady who tested my eyes. Those men didn't even bother to call her. I waited more than an hour, but none of those ladies came out of the room. Then I left the shop without getting my prescription. I made 5 (five) visits to Vision Express on different days on different times to get my prescription. Yet left empty handed. On my sixth visit, I had to beg for my prescription and finally got it. Once I send my prescription to the seller who was in a different country, I was told that Vision Express DID NOT include my pupillary distance. Without the knowing the distance, they cannot make my glasses. Very DISAPPOINTED”

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Posted 4 years ago

“Brout lacoste glasses because leicester is on lock down can't take them back to show them its a design fault not me dont want refund just new write arm for the glasses ?”

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Posted 5 years ago

“Great services .great price for glasses good value well made .very pleasant experiance.”

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Posted 5 years ago

“First class service as always, glasses are wonderful, clear vision in both eyes, thank you very much”

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Posted 5 years ago

“Very friendly and professional. No complaints at all. Tony”

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Posted 5 years ago

“Very good service. Price was reasonable as the used my old frames to put my new lens in. And when my new lens came in they sent a text message that they were in.”

Helpful Report

Posted 5 years ago

Vision Express is rated 3.1 based on 608 reviews