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

“Hi. my name is FRANCISC and I want to let you know what happened to me with the VisionExp store in Westfield Stratford. on 07.01.2023 I went to the store and asked if they could help me with 5 pairs of reading glasses and for how long? (3 pairs for my wife and 2 pairs for me). they said yes they can help me and that it takes 14 days! I was pleasantly surprised. my wife and I received an appointment for 4pm. I did the eye test, chose the types of frames and paid the sum of £213 for me and £285 for my wife. I repeat once more, I insisted with the question of how long it takes to receive all the pairs of glasses and they told me 14 days! the first unpleasant surprise was when, after I paid and wanted to leave, my wife asked me if I checked if the receipts were in the folder and what to see? there was no receipt inside. I ask Mr. Muhammed where the receipts are, he looks in the leaflet and says: sorry! in the end he puts my receipts (and you will see why I told you the story with the receipts) in the folder and we leave. on 09.01.2023 I receive a text message from VisionExp telling me that our order is in progress. on 10.01.2023 I received another message telling me that my wife and I each have a pair of glasses ready. we went for glasses the following week and picked up a pair. then I received another message on 19.01.2023 telling me that my wife's second pair of glasses are ready to be picked up. OK. we go to the store and the surprise: the glasses were made for distance, not for close reading, which is why I refused the glasses. they placed the order again for my wife. this was on 29.01.2023. on 07.02.2023 I receive a text message telling me again that a pair of glasses for me and one for my wife are ready to be picked up. and this is where the disaster begins: none of the people I talked to at the store knew how many pairs of glasses I picked up and when. one told me that all the pairs were raised, another told me that there were only two... DISASTER!!! they asked me when I picked up and how many pairs? they asked me for the receipts, they looked and told me that I picked up all the pairs, that is 2. I told them to take a closer look at the receipts because there are 5 pairs of glasses and not 2 as they say. they looked again and said, yes it is, but we don't understand what happened. I asked to speak to a supervisor and a gentleman came who knew a little better than the others but was also beside the point. they didn't understand how many pairs of glasses I picked up and when? I told him that he should know that in the first place, but he was completely airy. when I saw that no one knew what was going on, I asked to speak to the store manager and another senior manager, but... obviously they don't have a phone number from the bosses and since it's Sunday, they can't be bothered. I then asked them to give me an email address where I could make a complaint and they gave me this: 194@visionexpress.com. after I asked to make a complaint, they showed me the screen from the computer where it was said that the 3rd pair of glasses of the wife was sent by the factory a week ago but it has not arrived at the store but that it will do its best to come in a week. of course I asked how can a pair of glasses take more than a week from the factory to the store? they said they don't know. the surprise was when they told me that someone…. stopped my order (saying me or my wife) and that the order must be redone. and I asked him: who stopped the order that I or my wife did not? in the end he redid the order for me and my wife's glasses were supposed to arrive...as they had been sent for 7 days as they told me. well, if you think it's over, you're wrong. on 15.02.2023 I received a text message to go pick up my glasses and then I thought that we would also pick up my wife's glasses which "were on the way" already for 14 days. today 18.02.2023 I went to the store to pick up the glasses and the surprise again: my last pair of glasses were ready but my wife's glasses...were in the factory still in progress! so they lied to me again! the glasses were not sent as they told me! I asked them why they told me at first that it takes 14 days? that it's been 1 and a half months and I STILL haven't taken off my wife's last pair of glasses. SHAME!!! my score for this store is:0!!! I do not recommend it to anyone and especially when you order several pairs of glasses. I don't order anything from this store anymore. In conclusion, I want to tell you that today I made the complaint to the email address given by the gentleman who I assume is a supervisor and what I suspected from the beginning came true. this email address is not valid! I hope that someone from the management of VISIONEXPRESS will read this message and take action.”

Helpful Report

Posted 1 year ago

“The customer service by Magdalena in Vision Express The Square Tallaght Dublin was outstanding. Lovely person, great sense of humour, explained everything properly to me and took great care that I understood the options in order to make an informed decision. Lovely person and great front of house for any business.”

Helpful Report

Posted 1 year ago

“Very competent opticians. Only complaint was the consultation room was more like a broom cupboard. Evesham branch”

Helpful Report

Posted 2 years ago

“I waited 12mins for an answer to Glos Vision Express this morning. All I heard was "your call is very important to us, please hold, one of our staff etc etc etc. repeatedly on O1452689478 is this number correct and why did a member of staff not answer? ????????”

Helpful Report

Posted 2 years ago

“Having been a customer for a number of years now, I attended for my routine eye test. I was called the day before to ask if I could come in 5 minutes earlier which I did. I was taken quickly for my preliminary checks and the girl who served me was very efficient and pleasant. Unfortunately I then sat for 20 mins (after my appt time) to see the optician and he/she/they didn't appear. No one came to explain that they were running late so when I enquired I was told they would only be another 5 mins. 15 minutes later and still no show. In addition to this no one came to apologise or explain. Its not the first time I have been kept waiting and this appears to be a common complaint reading other reviews. I am only giving one star as although the staff were uncommunicative, they were pleasant when I spoke to them and I did receive one 'sorry' when I explained that I could not wait any longer. Sadly I wont return to Vision Express. Customer service definitely needs to be reviewed.”

Helpful Report

Posted 2 years ago

“We went to the Godalming vision express Opticians to buy glasses for me and my wife. There was a 4 min delay to our 1st appointment due to a parking issue. Surprisingly a lady came one minute after we enter the shop and told us their computer system is down and they have to do everything manually. Thus, they won't be able to compensate that 5min delay and we need to book a new appointment. She was behaving so rudely as she is giving us glasses for free of charge. We politely cancel our both appointments and stepped out thinking never to returned to them again.”

Vision Express 1 star review on 11th November 2022

Helpful Report

Posted 2 years ago

“Received a text message to say that my partners glasses had arrived in store (Trafford Centre) Left work early and drove a 20 mile round trip only to arrive there and be informed that the glasses had not actually arrived in store.”

Helpful Report

Posted 2 years ago

“Warrington store inside Tesco, purchased the whole package, extra thin, transition lenses, which I chose Sapphire blue, felt on my first visit (Mandy) wanted me in and out never gave me chance to have a good look at the selection, sat down with Mandy where she entered my choice, 250 for one glasses, when I received the glasses the frame was not what I selected and the lense was black, Mandy had entered all the wrong info, when I phoned up Mandy spoke toe with no customer service skills, did not believe me that both frames and lense was wrong, when I went to return was treated like scum for saying they made mistakes, safe to say I will buy online never use this company.”

Helpful Report

Posted 2 years ago

“Appalling company and customer service Ordered a pair of glasses on 18/09, received a confirmation email on 20/09 and after a week glasses haven't been dispatched yet. Contacted the customer service several times and got random answers including " you should receive your glasses today" 26/09. Considering they haven't even been dispatched it seems "tricky" to receive them today... Service is really terrible first for not being able to deliver a simple order after a week and second for the customer service not knowing what's happening in their company with customers' orders. Horrible experience...”

Helpful Report

Posted 2 years ago

“Lakeside vision express are fantastic, always helpful and polite we was served by Suzanne who was so polite and helpful like all the staff always very helpful Terry Clarke”

Helpful Report

Posted 2 years ago

“Back for appointment today very pleased with the staff ,treatment very informative through the whole process. Vision express uckifield service is outstanding very much appreciated. Stress free.”

Helpful Report

Posted 2 years ago

“Twice I’ve been to vision express and seen a male Optometrist. I went because I felt as though my eye sight had changed. Both times waited longer than 15 minutes as he was too busy chatting to colleagues. He said that they were fine and hadn’t changed. I went back 3 weeks later as I couldn’t see well through my glasses and had headaches, and luckily got a different Optometrists who told me my sight had changed from -2 to -2.5. Both appointments cost me £25. I recently went again, 6 months earlier than my next due appointment. I got the male Optometrists, again, who told me my eyes hadn’t changed and he also didn’t seem too happy with me that I came early for a test? This time I won’t be wasting another £25 with vision express, I’ll be going to Boots. £50 down because of people who can’t be bothered to do their job. I would also like to add a lady was in front of me who had just had an eye test and it seemed as though there was a problem with her eye. The receptionist told her she would need to go to boots to have an appointment with them as vision express couldn’t do anything, probably costing her another eye test appointment too. It seems Visio express don’t have the capacity to complete a full examination.”

Helpful Report

Posted 2 years ago

“STAY AWAY FROM THIS PLACE! I oredered some lenses to be fitted on my own brand-new frames. Two months later I still don't have the glasses. I phoned the shop on several occasions to enquire and eventually to request my money back and my frames and still no action taken. Every time I spoke to a different person and they've done nothing about it. My last conversation was with an assistant menager who was supposed to look into it and resolve the issue and call me back to update me but that never happened. Terrible service and customer care at this place and needless to say breaking every possible consumer's rights.”

Helpful Report

Posted 2 years ago

“Shady from Customer service was excellent at Abn Battuta branch Thank you shady”

Helpful Report

Posted 2 years ago

“Canterbury branch- amazing service especially Olivia and Lucas- highly recommend this store”

Helpful Report

Posted 2 years ago

“Absolutely rubbish communication been online customer services sent a very emails to them no communication at all services rubbish probably be going some else to have a next eye test done”

Helpful Report

Posted 2 years ago

“Staff are clearly under pressure to sell the most expensive lenses and frames possible. Even pushing a more costly eye exam! The Assistant Manager was abrupt to the point of being rude. Overall, terrible customer service.”

Helpful Report

Posted 2 years ago

“Very good service.”

Helpful Report

Posted 2 years ago

“Attention customers.. Vision Express wanted £400 for the same pair of glasses by Direct Specs who quoted £230. The manager was unhelpful and this is just obscene!”

Helpful Report

Posted 2 years ago

“Worst frames ever, even local frames are 1000 times better than this. I purchased frame worth Rs. 5500 which broke in a day, then asked to replaced and they replaced and again the new frame broke in single day. So delicate frames, now a days unbreakable molding frames comes and vision express frames are very bad. Better get from local store or lenskart but don't ever purchase from vision express, worst quality frames they are.”

Helpful Report

Posted 2 years ago

Vision Express is rated 3.1 based on 595 reviews