Name: Vision Express
Rating: 3.05

“Just wanted to thank Manpreet from Crawley branch for such excellent customer service she always provides to us with my family. Manpreet made me choosing glasses easy at the shop. I love her service, the quality of the frames and lenses were incredible. I’m enjoying all two pairs that I purchased. Thank you Vision express Crawley branch for being there so close to my home. I will definitely purchase more glasses in the future and recommend you to my family and friends. Manpreet you are the best. I love you and your excellent service that you always demonstrate to people of Crawley.”

Helpful Report

Posted 6 months ago

“Shocking company and shocking customer service. Will do all I can to help people avoid this company. After an optometrist discovered a disease in my eye she failed to do the basic and also written rule of a health care practitioner and refer me to a GP & or a hospital. I was ignored for 2 weeks and had to take action in my own hands. I obtained images that had been taken by vision express during my eye test and sent those off to my gp off my own back (this should have been done by them immidietly after my appointment this is part of their duty of care) i was referred to the hospital as an emergency within 48hours of my gp receiving the images vision express took. she was that concerned for my health after reviewing the exact same images she made me an emergency hospital appointment Nearly 2 years of hospital visits and tests, pain in my eye and suffering with very bad light sensitivity with no thanks to vision express. If had chosen to just ignore this and not visit my gp would I have lost my vision? How much pain would I have suffered? My GP immediately referred me to the hospital yet this absolutely shocking company and optometrist did nothing. Their customer service are just as bad and will palm you off and then apologise and admit in "hindsight" they should have referred me..yes you should have!! Don't put your health in this companies hands, they only want your money and will then do all they can to deny any responsibility”

Helpful Report

Posted 6 months ago

“3 of my local stores refused to refund me for glasses that were the wrong prescription. The fourth store I went to refunded me in 5 minutes with no fuss or questions ask. I was also lied to by the first store I went to. Would never use vision express again.”

Helpful Report

Posted 6 months ago

“I had eye test at Sutton Coldfield I've tried to wear my new glasses for about 3 weeks. I've ended up with migraine and all the associated visual disturbance and pain in my left side of face they're far to strong. I will be going to get a refund of £200 and will be returning to my usual opticians”

Helpful Report

Posted 6 months ago

“Vision Express say they 'Take Vision Seriously' which is their tagline. But they don't. Complaints are ignored by their customer services, or they appear to deliberately misunderstand to hope you will go away. Our loyalty to this brand has been misplaced.”

Helpful Report

Posted 6 months ago

“Found beautiful frames I loved, ordered thinnest lenses available but when I collected, they were double the thickness of lenses I had which I bought in vision express 3 years ago, sorry I rejected them and got a refund, I won't be buying glasses here”

Helpful Report

Posted 6 months ago

“Vision express is a very good store with exceptionally good professionals like Mr. Mehaboob and Ms. poonam to help us in all the concerns and guide us to select good frame and glasses. Amazing people.”

Helpful Report

Posted 7 months ago

“I have purchased Vision Express (Oxford Street East branch) glasses with Transitions® XTRActive® Polarized lenses less than 11 months ago. These are (quite expensive) photochromic lenses largely designed by Transitions company to use in a car - they basically darken on sunny days, putting less strain on the eyes. This is quite an important background info for what I am about to tell you. Fast moving forward 11 months, this week I discovered that my vision in the glasses is very blurry and on closer look both lenses seemed to have developed a “spider web” of mini cracks homogeneously located throughout both lenses. When I came to the Vision Express branch, that sold me the glasses, to figure out what was going on - the manager’s immediate reaction was that the 100-day Vision Express warranty has passed, but it looks to him like I simply scratched them. After explaining that I have done no such thing - I store the glasses in the provided glass case in the car and only take them out when I drive - the manager very unwillingly agreed to give the glasses to a technician to have a look at. Coming back in 1-2 minutes later (literally) with the answer, the manager explained that might be due to either chemical or thermal reaction. In any case he refused to help further and referred me to the customer services department if I wanted to complain. And here is the problem - I stored my glasses in the car because to me (and am quite sure, to any reasonable person in my place) it made total sense: as I mentioned at the beginning, these are the glasses largely designed to be used in a car (not anywhere else - e.g. neither walking on the street nor in the office). Not at any point during the purchase process was I warned by Vision Express staff not to store the glasses in the car. In fact, their own website advertising this product doesn’t still have any warning as of now (16/08/2024): https://www.visionexpress.com/brands/transitions. Even more remarkable, same relates to the manufacturer of those glasses: https://www.transitions.com/en-gb/products/transitions-xtractive-polarized/. Only after visiting the branch, I searched the web and came across such issue in the lenses as “crazying”: https://www.smartbuyglasses.com/optical-center/lenses/crazed-lenses/ https://www.glasses.com/gl-us/blog/crazed-lenses Why have Vision Express, and Transitions, not been warning the customers that you simply cannot store the glasses with afore-mentioned lenses in the place that you are supposed to use these lenses mostly in (I.e. the car)?! Hopefully you also notice the huge design flaw flagged in that question of mine - how is it possible that the lenses are so fragile that they cannot sustain the heat in the car.. in the UK?! We are not having Middle East summers with +50C outside. We barely reached +30C on a few days in the last 11 months. Have I known the fragility of the lenses I wouldn’t of course store them in the car (and as a result - damage them). I would actually think much more before ordering them in the first place. Vision Express who sold the glasses to me doesn’t want to do anything with this case anymore (neither the branch manager which sold me the glasses nor customer services phone line) - hence, I went out to criticise them publicly. If they want to reach to me, they can and am ready to provide more details. Given how much these Transitions® XTRActive® Polarized lenses are sold for, I have expected QUALITY product. In my experience, it turns out to be a fragile low quality one, which is not communicated well by the manufacturer nor the distributor of this technology. I ask Vision Express, and Transitions for that matter, to reach out to me privately, fairly investigate, and reach a more reasonable resolution than currently.”

Helpful Report

Posted 8 months ago

“Was 10min late for appointment due to road closed and traffic being diverted… Customer service very rude and I was turned away…..”

Helpful Report

Posted 8 months ago

“Purchased two pairs of vari-focal glasses from the Barnstaple store four weeks ago at the cost of £734.40 and one pair came apart yesterday. My partner took them in for a repair today and was met with a bad attitude by whom I believe was the Manager. The black screw has been replaced with an oversized silver screw which stands out. This is an unacceptable level of service. She was given the option silver, brass or nothing. Terrible Attitude and poor service so I will exercise my right under the 100 day money back guarantee. This should have been dealt with in a professional manner which it was not. No better than the others, happy to take the money but won't back up with the promises.”

Vision Express 1 star review on 28th July 2024

Helpful Report

Posted 8 months ago

“What went wrong? EVERYTHING over 5 weeks and still no glasses? One feeble excuse after another. Customer service is a joke if you need any support don’t bother calling them they are weak and unhelpful. SHOULD OF GONE TO SPECSAVERS”

Helpful Report

Posted 9 months ago

“I have bought glasses here before and so went in to look at prescription sunglasses. The range is decent enough and I was assisted quickly by a kind member of staff called Ikbel in Bristol and subsequently decided to buy a pair of Oakley black sunglasses. I was very impressed with the support and guidance I was given by Ikbel and the team as I felt confident of the shape, look and style of what suited me. It was also explained to me what choices were available with regards to the types of lenses and what the differences were with use and practicality. On top of that the team explained that I had many days to try them out. If I was dissatisfied I could simply return them for exchange. Great customer service. And a lovely experience. These were also better value for money than other leading competitors. Overall I was very impressed.”

Helpful Report

Posted 9 months ago

“had eyes tested very nice person and staff very helpful had text to say glasses ready went and pick them up tried them all went no problens vision express good place give them 10/10”

Helpful Report

Posted 9 months ago

“Truly awful, like every other optician. Scum that will offer you half a refund for their own mistakes, just want your money and don't care about your well being.”

Helpful Report

Posted 9 months ago

“I went to Vision Express and I had my appointment booked for the eye test, everything went well but when i went back in the evening to select my frames, i was told that i couldnt use my blue light voucher and that using the voucher was only allowed all in one transaction, however the employee that served me in the morning agreed to me coming back in the evening and use the voucher after paying £30, but when i went there they were not even coming to serve me. The customer service at Vision Express absolutely awful and i would not recommend it to anyone. I then went to another shop, which had brilliant customer service and got my glasses.”

Helpful Report

Posted 9 months ago

“I went to Vision Express and I had my appointment booked for the eye test, everything went well but when i went back in the evening to select my frames, i was told that i couldnt use my blue light voucher and that using the voucher was only allowed all in one transaction, however the employee that served me in the morning agreed to me coming back in the evening and use the voucher after paying £30, but when i went there they were not even coming to serve me. The customer service at Vision Express absolutely awful and i would not recommend it to anyone. I then went to another shop, which had brilliant customer service and got my glasses.”

Helpful Report

Posted 9 months ago

“Tried these guys as they are local to me (normally deal with Specsavers) what a terrible experience I’ve had with them. One excuse after another! Massive waste of time. SHOULD HAVE GONE TO SPECSAVERS!”

Helpful Report

Posted 9 months ago

“I visited my local Vision Express (Mansfield Four Seasons) last year for my regular eyesight test and for new glasses for this first time, as I wasn't completely satisfied with my previous opticians. The service was excellent. I purchased varifocals for the first time but lost them soon after. I've had some sight issues recently that I believe relate to a new medication and was advised to get a checkup, just in case. I visited the same store for a sight test today and the service was excellent again: - The optometrist started by asking why I'd returned for an eye test so soon after my last one, took on board what I'd said, and asked pertinent questions to ensure he fully understood my predicament, and proceeded to carry out a thorough examination. Throughout the process, he clearly explained what he was doing and why. He then explained his findings (no new issues with my eyes) and made suitable recommendations. - I was then taken for photos to be taken of my eyes, at which point the assistant I dealt with was pleasant. - When I selected my glasses, another assistant ably assisted me further and explained my options to ensure I made the right choice (she gave me the information in a clear manner and didn't try to lead me into buying something I didn't need). She then confirmed that my glasses could either be made up today and collected in about an hour or collected on another day. I chose to go back for them today. - When I returned to the store, another person helped to ensure that the glasses were suitable. All 4 people I dealt with today gave excellent service. They were all very helpful, polite, friendly, and easy to deal with. I'm very happy with the outcome of today's visit and would highly recommend this branch to friends, family, and anyone else who needs to find a good opticians. I'll definitely be back in two years. Please pass my thanks to everyone concerned, as they all do a brilliant job!”

Helpful Report

Posted 10 months ago

“Purchased gucci glasses 2 months later nose pad came off took them to vision express who changed with there normal nose pad, I asked for a gucci one because my glasses are gucci , was told they only have there own ! So I have 1 gucci and 1 vision express one both different , called customer service to complain about putting there own one on and why should I pay for expensive glasses for Them to put a cheap nose pad on , if so I would have bought a cheaper pair ! 2 weeks later customer service still seeing if they can get gucci one ! I won’t be using this company again !! You don’t buy an expensive item to have cheap items added to it !! Avoid these rip off company .. I have spoken with Nathan in your customer service and 1 month later I am still waiting to hear if I can get the original gucci nose pads and not your own branded one , this is a trading standard issue because you make customers believe that they will be replaced with the same not the cheap nasty ones your company supplies ! So you reply saying contact us and yes I did and 1 month later still waiting !! Nathan must be a very good customer service agent !”

Helpful Report

Posted 11 months ago

“I tried 3 times to order 3 pairs of spectacles (£1,000). Complete shambles - I tried to alter my order next day by phone but after a hour on call waiting gave up and had to go to the store. I was told my order had been altered but when I went to collect my order found your staff had forgotten to process the altered order. I reordered and when I went to collect this order found that your staff had got my order completely wrong with all 3 glasses wrong. I then spent 5 hours in store with a nice member of staff who tried his best to sort out the mess but due to your companies rubbish system was told the only way was to cancel my live order and come back again in a few days to make a new order. Do you not realise that your customers have busy lives and asking us to spend hours sorting out your mess is completely unreasonable . I have gone to a professional company and will not use you again. If you go out of businesses it will not be much of a surprise why.”

Helpful Report

Posted 11 months ago

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

Vision Express Reviews