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

“Did not answer the phone for TWENTY FIVE MINUTES!!!”

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Posted 1 year ago

“What a horrible company! We had our eyes tests and I had my glasses done by them. The test was ok but getting the glasses was a nightmare. They tell you in person it'll take up to a week and that they'll send a message to let you know they're done. None of that happened and when you call them, they never pick up (at any time in the day). And when my partner managed to contact their Headoffice, spoke to someone called Paul who was very dismissive and didn't want to hear anything we had to say and then hang up the phone. And that was the Headoffice!! Shocking!! But I suppose that reflects the entire company. I regretted going to them and will avoid them in the future. My partner had the glasses done at Specsavers and has got them, while two weeks now and I'm still waiting.”

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Posted 1 year ago

“Lovely friendly staff - explained everything as we went through the eye test - big shout for Maisie at Wellington she's a credit to the company 😀- great experience”

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Posted 1 year ago

“This is the second time I have had the most horrible experience as a customer. in 2021 I came for first time to change my glasses and I got sold varifocal glasses, nearly 3 times more expensive that the standard glasses £315.50, and it was using my own frames. After 2-3 weeks I returned asking to change it as the varifocal make my vision tired as there is not focus on the both sides' vision. Now this Saturday 2nd september 2023 I came for test and glasses change again. There was a young lady that wasted my time for 3 hours as she forgot the password in the system, then changed the prices of the chosen frames twice she changed the price (writing with a pen) from £85 to £99 on the product’s tag, at the end I have accepted to go with one frame for £85 and the second one for £99. As she had problems in the system and could not complete my credit pass, then I accept to pay all the money for the first frame and eye test and the lady said that the price of the frame is £99. Off course I paid just the test and left the place. Very disappointed as Vision Express do not care about the client.”

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Posted 1 year ago

“Torquay branch, staff were professional, friendly and very helpful. David Stoyles the optometrist I saw explained everything in detail and answered all my questions. Great service all round, I would highly recommend.”

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Posted 1 year ago

“The crewe store in Market St. We're exceptionally helpful and professional. Elaine. Jo. Jane. and Shirley were all extremely helpful. I rate them 10/10 for service and customer satisfaction. .”

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Posted 1 year ago

“Dishonest and arrogant staff. I had an appointment of contact lenses on 10/08/2023 at 2:45 PM at Canary Wharf. When I booked the appointment, it said contact lens free assessment and trial. But doctor asked me to pay 35 pounds for an appointment and additionally the contact lens charge of what I buy. When I told him, while booking the appointment, it said free trial, he became rude and said we are not working for charity. When I told him I need to buy a particular contact lens, he said we have to place an order for the same and you have to book an appointment again where you will try the lens by paying 35 pounds and pay lens cost which you will buy. While leaving when I asked them where I can provide feedback, person at the reception asked for an email address and said sometimes link to provide feedback may not come. As they knew they were fooling around and trying to make money which they can put into their pocket, hence, they were anxious about the feedback.”

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Posted 1 year ago

“Enfield town branch. I mentionrd that the vision was poor on the day that I picked up my glasses and was persuaded to persevere. Later noticed that the vision was very poor in left eye so went back to shop. Was informed by optician that this was because my cataract had suddenly worsened since my test and I would have to live with the problem. Went home and checked against my old pair to discover that I saw well out of the old glasses. Went back and got a refund”

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Posted 1 year ago

“Shockingly dishonest arrogant and greedy company. Showed me a hologram and tried to sell me expensive coatings at the till. The coatings didn't work. This company and the buchanan galleries branch are a joke. Asda do 5 coatings for free and charge considerably less.”

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Posted 1 year ago

“I had a not-so-great experience recently that I wanted to share. My family has been going there for over two years, but this time was quite disappointing. We arrived 10 minutes late to our appointment due to unexpected traffic. Despite our efforts to rush to the shop, the optician, Mr. Aneeq Sawar, refused to do the eye check for us and didn’t care our situation but just focused on ready his stuff for leaving earlier as we were the last appointment of the day. 😔 I filed a complaint and provided the requested details, but it's been over a week with no response. 😒 The rescheduled appointment didn't go any smoother. I received conflicting information about payment for my kids' eye check, and the staff seemed disorganized and inability to provide consistent information. 🤔 I'm really bummed that our loyalty hasn't been valued. It's a shame they didn't take my complaints seriously. 😞 Honestly, I wouldn't recommend Vision Express based on this experience. Customer service needs a big improvement! I'll be looking elsewhere for eye care from now on. 🤷‍♀️”

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Posted 1 year ago

“Vision Express Tesco Gillingham - really poor customer service! Can't find my order twice in two weeks! Don't recommended!”

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Posted 1 year ago

“Was sent totally wrong glasses. Told to return them to shop despite being disabled & having ordered online. Staff were rude in store. They had my return for over two weeks & not refunded so I currently have no glasses. Phoned & told staff would call back to sort out the problem, they did not call back. Phoned them again, told they would call back, again, nothing. Used online form & told they had a technical error & that it's going to be another 7-10 business days. Absolutely disgusting treatment of a customer from a supposedly reputable company.”

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Posted 1 year ago

“Terrible service, yous broke my ray-ban frames that I got for present from New York with sentimental value when changing prescription for me after waiting nearly four weeks to get them changed , then they trued glueing my ones to do me til I got new ones which I’m still waiting on so I’m wearing broken glasses, worse service ever and wasn’t even offered compensation for going back and back to your so called shop, and having to wear broken glasses for I don’t know how long , just terrible”

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Posted 1 year ago

“Very poor customer service faulty glasses only had them 5 months the manager phoned me and told me there wasn’t anything they could do,spoke to customer service and haven’t heard anything back”

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Posted 1 year ago

“I have tried for over a year to obtain a pair of glasses that are fit for purpose and the unexceptable situation continues.The attitude of the team at the Bradkey Stoke is totally poor and this is matched by the attitude of the customer service department. This is very clear as a problem throughout this organisation and would not recommend. We are pursuing this through other channels and media to hopefully prevent anyone else recieving the treatment that is nothing short of disgracefull happening to anyone else.”

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Posted 1 year ago

“Having damaged my glasses, which I now understand are not that old - I visited the store to see if they could be repaired under whatever policy they VE have. The gentleman who attended me was very dismissive, offered no help. When I asked if he could check the system, I was informed the records won't be there now, and added we no longer stock that frame. However, when I rang the store today, a lady informed me that all my records were on the system - wondering then in that case, why was I treated with such a dismissive attitude when it came to customer service, left stranded with broken glasses - As I informed on the telephone, I will not be using Vision Express ever again.”

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Posted 1 year ago

“Arrived at my opt appointment at 01/04/23. I rang up firstly, because my appointment showed online it was cancelled. A rude women said I had missed my appointment and was nasty about it. After I had travelled for the appointment, then another man rang me saying this was false and my appointment was in 5 mins. Then I sat there for around 20 mins, to do the initial eye test. Once, sat down speaking with a man who takes the measurements, he was quite rude answered a personal phone call whilst dealing with me. Then continued to tell me I could klarna the glasses so I downloaded the app. But that’s a lie there’s no option. So then I paid 165 for JUST the lenses? All the glasses were more expensive than just reglazing my lenses aswell. Then he told me I would get a text to drop off my glasses in 10 days did i? No, so I rang up again and I was told that was not true and to drop them off now. Its been 11 days since I handed them in. I am using glasses that are like 3 years out of date (they recommended it) I’m having bad headaches and eye pain and there’s nothing I can do as I require glasses to drive and see its a JOKE. Worst company ever never had any issues and I will be switching to specsavers its a lot cheaper.”

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Posted 1 year ago

“Bad service”

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Posted 1 year ago

“Did eye test. Last mi ute she came out n changed prescription. Got glasses, cant see from one side. Its blurred. Told her this on the day, was told it didnt matter. Refused glasses booked in for another eye test Driving / distance glasses. Prescription seems ok. But hate glasses. They too will be goin back now i know theres a 100 day return.”

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Posted 1 year ago

“VERY BAD! 2 PAIR NOT READY, OVER £350 AND 15 DAYS LATER, GOING FOR A REFUND IF NOT READY NOW!!!!”

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Posted 1 year ago

Vision Express is rated 3.1 based on 595 reviews