Reply from Visionexpress
[REPLY]
- Reviews (21)
-
- John Glover
- Margate, GB
- 2 Reviews
Very pleased
I bought five pairs of glasses, various ones including prescription sunglasses, this was the first time I needed distance glasses for driving (not bad for 61) and the girl in the store quickly chose very nice frames that suited and fitted perfectly, one of the pairs were free too! I chose to have some thinned so they are light and thin.They were all ready in only four days and the shop phoned to let me know. it turns out that I have a lazy eye and am very sensitive to light which made getting the correct prescription difficult but they even took me into the store window so I could look round in natural light. Without any fuss one pair were remade without the reflective coating and at the opticians recommendation a second pair were remade to intermediate ones and done in three hours, fantastic. This was only done as I first asked for two pairs of reading glasses and she realised that it left a gap in my visual range and she said there was no need for my to spend more. My experience with the Westwood Cross (Broadstairs) store has been a delight, the staff are friendly and patient.
- claire
- london, GB
- 3 Reviews
Awful experience
Failed to make glasses to proposed prescription twice, would not give a refund or apologize, i have lost £200 and only have incorrect glasses to show for it. Very angry. Isn't their a regulation body to report them to?
- Veronica Graves
- 1 Review
Broken arm - buy a new pair for £550....
I bought a really great pair of glasses in 2005. I have several problems with my eyes so the prescriptions are always expensive but.... I was sold lots of "extras" coatings and other items. The bottom line was about £540 which was a lot of money for me but as I have said I am suffering with the onset of glaucauma so need the very best I can buy.
I foolishly went back in 2011 to get my glasses replaced with new lenses - the frames were so light that I didn't want to lose them - I was charged an £50 just to use my own frame (which I had bought from them in the first place).
The arm is now broken and I went back to see if they can help and I was told I needed to get new frames and NEW LENSES at another £550 ...... did they see me coming......
Ridiculous and shameful.....
- Fruit
- 2 Reviews
Almost completely useless, I will not be using them again.
I had my eyes tested with them last June and after some discussion in the shop agreed to buy glasses from them on the grounds that they provide a superior and professional fitting service.
They sold me a pair of varifocals, which I later realised were too small for me and a pair of reading glasses which were also too small for me. They exchanged the reading glasses for a pair that did fit me within 4 weeks. The varifocals, once the springiness had gone from the frame kept falling off and eventually broke a lens. It took them 2 weeks to source a replacement lens (£50) and repair the frame, which I feel is too long.
Eventually, I insisted that my specs were too small and that they should replace them. First of all they claimed that they were not too small but eventually agreed to replace them, attempting to upsell me all the time.
These people are not opticians who care about peoples' eyes. They are box shifters who sell glasses by telling you that you look good in them. I have lost all confidence in them after they made such a basic mistake and then attempted to deny it.
They are a bunch of criminal swindlers operating on the fringes of the law and should be closed down.
-
- Govind Kharbanda
- London, GB
- 2 Reviews
Inconsistent - poor telephone service - but helpful in-store
I bought some Silhouette frames (with D&G lens shape) from Vision Express London Oxford St back in 2009. In short - I spent a lot of money (about £340).
Fast forward to 18 Dec 2012, one of the arms broke when I picked up the glasses off the table. I took it in for repair and Norbert on the desk couldn't have been more helpful, told me he had dealt with an identical case earlier that morning, he brought up my details on the system, phoned up the Silhouette supplier with my frame supplier, told me it would take 2-3 weeks for the new arm to come in from the supplier, and quoted an approximate price. So five stars to him.
In the New Year I phoned quite a few times because I hadn't heard anything. It always seems impossible to get through on their Oxford St phone number - often you dial them just as they seem to be picking up the phone to dial out, or it rings once and then cuts out. Eventually I spoke to someone, who put me through to the lab, who went off and checked, then came back and told me that the arm had arrived - but in blue instead of black and asked me what she should do?! I said reorder it and let me know when it arrives. I then had to chase up again a week later. So more like two stars there.
Eventually I had a phone call to say the arm had arrived, I took my frames in (as for some reason I wasn't allowed to leave the frame with them). They then asked me to pay for the repair in advance, but didn't seem to know what to charge me. I said I'd been quoted £69, and they said, "OK, we'll do it at that price" but I had no idea if it was the earlier figure (or whether it was cheap or expensive). And the manager was really helpful when I realised I'd forgotten to claim my nectar points, she applied them retrospectively which was brilliant.
The next day I went in, this time I was served by a guy who didn't know what he was doing as he couldn't even write my name down correctly when I was spelling it - and then thought I had got to the end and was about to wander off when I said "you asked me to spell my name and I haven't finished yet - I've still got three letters left to go!". Anyhow, after about 20 minutes he found the frames, they're OK, but feel different to before. Slightly worryingly, they were all smudged - you would have thought the technicians would have cleaned them - but that was easily dealt with. Of more concern is a small scratch at the top of one lens, there's also a mark around where they removed the screws of the old arm and fitted the new one.
All in all, replacing an arm on my glasses has taken over five weeks. What's the point of having a 1 hour turn-around time in your labs, when all the other steps are so slow? So I think I'm going to go to a different company in future - I don't think I could buy my next pair of Silhouettes online yet, as I have to be 100% happy with the fit and try out the frame, but I'm sure an independent would give me a better service at all stages of the process and try harder to keep me as a customer.
-
- Danny Khoo
- Newcastle upon Tyne, GB
- 2 Reviews
Quick, efficient, friendly and informative
I was quite surprise to see so many bad reviews about this company but few days ago I went there to make an appointment for my eye test in one of the branch in Newcastle and everything was fine.
From making appointment to collecting my glasses only took 3 days! Moreover, everything was perfect and as expected.
They first did a very thorough eye test, I got served pretty quickly, they asked me a few questions regarding my lifestyle (driving, working on the pc, etc), did eye check then I quickly got served by a gentlemen to choose my frame and lenses.
Collect my glasses the very next day and everything was perfect!
- James
- 1 Review
Endless comedy of errors and poor service
Here is my saga of buying two pairs of glasses at Islington Vision Express. It's been a long time and I have forgotten the precise time-frame, but this is roughly right and it's still continuing six months on.
May: went to store for eye-test and to choose glasses (office-lenses, reduced price 2nd pair, cost £464). Told would be ready in 2 weeks.
Three weeks later, nothing heard. Rang up, gave my name. Told to wait a min, and phone put down. Rang up again, no reply (may have happened a few times). Rang up again, spoke to manager who said there had been a problem, and could I come to store. At store, to cut a long story short, it became evident they had simply forgotten to order glasses. Manager most apologetic, and said as compensation they would give me a free pair of reading glasses and lenses. Happy with that, I ordered those, again to be ready in 2 weeks.
After about 3 weeks or more and various phone calls as above I went to store to collect new reading glasses (still no sign of original glasses ordered). I put new reading-glasses on in presence of a helpful new manager, and said that they were worse than wearing no glasses at all. New manager inspected them, and reported that, instead of reading-glass lenses, distance lenses had been fitted, the exact opposite of what I had requested.
Another wait of a couple of weeks for delivery of the three pairs of glasses. Eventually, all three arrived. I went to store half-expecting lenses to be incorrect, but found that reading glasses seemed OK, if rather strong, and office-lenses also OK but might take getting used to. With fears allayed, I took glasses home feeling optimistic. Put them on for my partner, who immediately said one pair of office-lens glasses had large scratch on side. Inspecting the 2nd pair these also had a small nick on the bridge. I had been so concerned about lenses I had not thought to examine frames.
Weeks later (as some frames were out-of-stock), I took delivery of the two pairs of replacement office-lens glasses. Wore them for a number of weeks, and felt I was still having trouble adjusting to all glasses, including reading ones. It occurred to me, if they could make such basic mistakes with frames and fitting, could I trust the more-important eye-test and prescription. So I returned to my previous, and trusted optician (a small independent with less choice of frames) who gave me a new eye-test which confirmed V.E. one was incorrect.
Returned to friendly manager at V.E. who without hesitation agreed to make new lenses based on new prescription, and glasses would be ready in 2 weeks time, a week before I went abroad for a month. Three weeks later, they weren't ready, and I would have to collect on my return.
Current situation: phoned last week to arrange collection, but was told to wait several days to go in, as the "good" technician would not be there and it was better to wait for him. I hope to go in in a couple of days to collect, many months after first ordering the glasses and the day before the manager that at least I get on with leaves the branch.
-
- Julie Cronin
- Lichfield, GB
- 1 Review
Rude,patronizing and bad customer service
My son reported to me that he couldn't see properly out of his glasses. It had only been a month since he got the glasses, so I telephoned the Lichfield Vision express store and spoke to a member of staff to check that it was ok to bring him in to have his sight re-tested. The receptionist agreed and a date was set.
I arrived at the appointment with my son. The optician on today (Monday 1st October) said a re-test wasn't necessary as it had only been a month since the last one. I explained how my son was reporting a decrease in his vision and my son also explained this to the optician. The optician challenged me and said that my son wasn't saying this. He also said he wouldn't re-test,
I am dissatisfied because an appointment was made which wasn't honoured, it shouldn't have been made initially if this was the policy. Plus my son wasn't taken seriously. Also the optician argued back and neither I or my son were listened to.
This wasn't the first time I've had problems with this store. A few weeks ago I had an appointment with this same optician . he said that because there was a big difference between my eyes, it might mean that my cornea is compromised and I should not wear contact lenses for a week. I explained him how there historically has always been a significant difference between my eyes and that it's very impractical for me to not wear lenses. He didn't listen to me or take me seriously. When i subsequently had my eyes re-tested elsewhere, they confirmed there was nothing wrong with my cornea and no reason to stop lenses. He treated me in a very patronizing way as did his staff.
When I was told before the test to pop out my lenses. I went to do so. I asked for a case as I had forgotten mine. I revealed that I was wearing daily lenses to the receptionist. She said I couldn't take out and then reinsert daily lenses, something which isn't true.(what if you need to take them out because of a piece of dust??!!) When I said "isn't that up to me?) she said rudely" you should have thought about that before you wore them " and refused to give me a case.
To add insult to injury they charged me £30 for an eye test( I never usually pay for eye test as I have a complex prescription and an astigmatism)
Nobody in my( very short-sighted )family will never go back to this opticians again, this optician has an arrogant attitude as does his receptionist.
-
- Tristan Antoine Evans Tovey
- Kidderminster, GB
- 1 Review
Don't be a VE customer
I have used Vision Express in Leeds (both branches) a number of times solely for there choice of designer frames. On the last occasion I had to wait a total of 11 weeks for them to get my order right, having been told one week!
In Kidderminster I thought I'd give a new branch another chance. I was charged £195 for single vision (with a transitions and a tint) Just lenses to go in existing frames! And told it would take ten days. I asked if they meant that, explaining my previous experiences with VE. He confirmed yes. I said that last year at a small independent store they did the same treatments next day for £80. So he'd better make sure he was right. While I was in the store, a man who had made a 40mile round trip to collect his specs after two weeks was told they weren't yet in store - I should have known then. Despite visits, calls to the store& emails to head office (no reply) it took four weeks! It wouldn't have been so bad if they hadn't kept telling me "we expect them in the delivery this afternoon/tomorrow".
It took just under an hour to fit the new lenses into my frame. When given them they didn't meet my order! After a long, unhelpful call to head office I was told that there was no lab that could put a tint on a transition lens, to which I pointed to the old lenses he had removed. I demanded my money back, went 200m down the road and got my order and a second pair of Gants for £123 in 4 days. Happy. They should remove the'Express' from their brand.
-
- Aidan Blunt
- Chorley, GB
- 1 Review
A tale of two halves
I had me eyes tested at a small local Opticians but they didn't have any frames I liked so I decided to visit the Vision Express Preston store. I found some Oakley frames that I liked and due to the two for one offer I managed to pick up some sunglasses also (although the choice of free 2nd pair was pretty poor). The service was excellent at that point, friendly and attentive, and I was told that the Oakleys would have to be sent away for the lenses to be fitted and I would be called when they arrived back. I was told that Oakley gave a two week lead time on this but in reality it was usually quicker.
I went away happy and 10 days later I decided to ring the store as I had not heard from them. After a couple of minutes of holding the lady informed me that the glasses had arrived and I could pop in anytime during the next day. This left me wondering how long they been at the store!
The next day I arrived at the store to be greeted by a rather abrupt girl asking if I had an appointment. She then attempted to get another member of staff to dispense my glasses but when this failed she did it herself. I learnt that this girl was from the Blackpool store after I overheard her talking to someone looking for a job (again in a very abrupt manner) - it seemed like the Preston store was understaffed.
On being presented with my new Oakley glasses I had to ask for the lenses to be cleaned. She brought out a grubby tissue and attempted to clean them. After handing them back I informed her that they still had grease marks on so she repeated her 'cleaning' and then handed them back saying that the only thing on them now was the fluff from the tissue!!
After this she handed me the sunglasses which were also dirty but rather than ask her I cleaned them myself. During this time the assistant was flitting about and I didn't have any sense that I was important to them as a customer. When she came back I asked her to alter the sunglasses so that they sat straight which she did. If she had been doing her job correctly she should have picked this up herself.
Before I left I asked if they could write down my eye distance so that I could buy some sports glasses on line. This was met with referral to the manager and talk of a request in writing. The upshot was that this wasn't their normal practice but in this instance they would give me 'my' information on the understanding that I couldn't blame them if an online order wasn't correct. I assured them that I wasn't interested in coming back to them but I would like the information they held about me.
I find it very difficult to recommend the Preston store of vision express to anybody as my experience is that once they have your money they are not interested. This maybe just one staff member but companies should prioritise their training as one rogue staff can ruin a reputation and loose you trade. I was considering them for Laser Eye Surgery at one point so I am very relieved I didn't go through with it now.
- southeasternwoman
- Kent, GB
- 3 Reviews
Awful Company
I want to rate them no stars but my review won't post unless I have rated them. So 1 star it is.
Everything about them is abhorrent; the poor customer service on the phone and in store, only interested in selling you their expensive stock, not what meets your requirements. I left another optician to join Vision Express because they stock the designer frames I like. I also made the mistake of moving my contact lens requirements to them also. Every time they made me an appointment, they ran over an hour late, I never saw the same optician, notes were never made from previous visits and none of them listen when you answer a question they ask you. They took payment and direct debits but failed to send the lenses out. When they eventually did, they were the wrong prescription. Things were only resolved after I emailed the CEO and told him I wanted my money back, or my lenses. Needless to say I left them anyway and am now with a competent, cheaper chain who value their customers.
- i courts
- Tamworth, GB
- 1 Review
Excellent Service
i broke my glasses today and in less than two hours had new glasses the staff and advice at the Tamworth store where excellent
Unlike other reviews I felt the prices quoted where competitive
- Isabel
- london, GB
- 1 Review
Rip off
Vision express is an absolute rip off!! I have set a direct debit for contact lenses, which were meant to be supplied to me every three months. Well, the money was indeed debited from my account, however, Im yet to receive the contact lenses, one month after their due date!!! I've called the shop, though, all I got was a load of bad costumer service, and a lady on the phone which didn't seem to find my account, and didn't even apologise! Result: no money back, and no contact lenses!!
-
- Joseph Valentine
- Felixstowe, US
- 3 Reviews
Totally unacceptable service and still no glasses.
Vision Express have been absolutely awful. I have truly never received worse service in my life.
I have been waiting three weeks for a pair of single vision glasses that I was promised would be ready in one week, then in two, then in three and still no sign.
After phoning both the store I ordered from and the national customer services number, I have received all sorts of contradicting stories that other reviews have said are Vision Express stock lines used to fob off customers.
I never expected to be treated like this by a high street brand. Shocked! Needless to say, I will never shop with them again.
- paul
- london, GB
- 1 Review
total rip-off
absolutely agree with people giving this company a one-star rating. even this is too much, i think. the company itself is comprised of greedy managers and low-qualified staff. i'd recommend having an eye test done in some decent shop and then ordering online. that could save you a fortune compared with visionexpress "service".
- ALAN
- HORSHAM, GB
- 9 Reviews
Agree with other reviewer friom Bracknell!
The small Opticians I dealt with for many years succumbed, presumably to the supermarket-style outlets.
So I had my ageing eyes tested about six months ago at Vision Express.
The test seemed rather simplified to others I have previously had.
I was relieved of nearly £400 in this instance for new glasses.
Later I called in to ask for them to re-glaze my old glasses with the same prescription, but in clear not tinted type. I find clear glazing better for night driving, particularly and in some other instances, such as fishing, when I simply use polarising "clip-on" lenses over them.
I had already paid what I thought was a premium price for the originals, and was quoted well over £150 for this service.
The rather stuffy member of Staff that was dealing with me appeared to me to think she was doing me some kind of favour by seeing me at all, proclaiming that this was "reasonable", and that I knew nothing about glasses*. Her "customer skills", if they can be called that certainly scored a zero in my book!
*Unfortunately for her, I do - I worked briefly for an Opthalmic company, and a lot of what she said simply wasn't true, and theirs are no better than those supplied by most other outlets of this kind.
I then visited another company nearby, and the very polite and a friendly young lady that served me advised that it would be far cheaper to simply buy a new frame, and have their"budget" lenses. This was all for a little more than £90.
I went ahead with this offer, and to be be truthful these are actually better than the ones Vision Express supplied at £400!
Incidentally, anyone visiting the Horsham Branch would be well advised to wear a gas mask unless they have a strong stomach - on both occasions the shop had a pervading smell of sewage or drains.
I could not recommend this company to anyone who expects
reasonable prices, and certainly no customer service worth speaking of - my advice would be to look elswhere!
They recently had the cheek to send a reminder for a sight test - which I have absolutely no intention of taking up, even if it means going to another town!
- Bhim
- harrow, GB
- 1 Review
Discounts not valid
None of the Vouchers will be of any worth, as they cannot be used against existing offers, also was told that I could use the voucher if I took out 2 years cover for £79. not a good experenince. Used them this time but want be using them again. Even though the Frames chossen where over £80 in value
- Amy Jukes
- Nothumberland, GB
- 6 Reviews
Beyond a joke!
This company seem to believe they are a cut above the rest! I used to always get my eyes tested there because my parents had done so for many years. Never seemed to have a problem with the eye test although it didn't seem very long. When I moved to a different part of the country with work I continued to use vision express and I am appalled by both their attitude and quality of work.
Firstly the optician was rather snooty and off-hand. Even told me I should have been wearing glasses for years?! Tell your friend in the other branch that, who told me my eyes were fine!! He then ushered me out of the room handed my notes to a sales assistant and flounced off!
The sales assistant said 'Oh. you need glasses then?' and took me to the designer frames section with the words 'somebody of your age doesn't want those cheap, non-fashionable frames. I think the designer range is best for you!' I asked if I could have a look around and I would call her when I needed her. She seemed a bit dejected but complied with my request.
I found a rimless pair of frames, not exactly cheap, but I really liked them. She seemed pleased I had decided to spend my money at last! It was then that she started bangin on and on about contact lenses and how I should give them a try. I explained I don't like things going anywhere near my eyes and the thought made me feel a bit sick. She just kept going on and on about it and said if I didn't like it I could cancel the Direct Debit blah blah blah.... she just didn't get it!!
She then measured my PD and told me the cost of my glasses would be about £400! I nearly choked! But being naive I though this was what glasses cost and went ahead with the order.
A week later I went to pick them up. When I put them on I felt something wasn't quite right as my eyes started hurting and my vision was worse than without them. She just brushed it off with, oh its becasue you're not used to them! I then noticed than where the arms were screwed into the lenses the was a crack in the lens! I told her about this and she said 'oh you must have been rough with them, it won't affect your vision though so don't worry about it!' UNBELIEVABLE! I then said I ws not parting with any money at all because of the whole fiasco and their general attitude towards me. The manager tried to call me a time waster and offered the glasses 1/2 price, he didn't like it when I said that was too much for rubbish broken glasses, there was never an offer to replace the cracked lens!! Vision Express could keep my glasses and I'd take my prescription elswhere! Never got that copy of my prescription!
However made an appointment with another optician down the street and have not looked back since! Friendly professional service, no pushy sales and wonderful end product! My glasses don't hurt my eyes and I can see great and £100 of a lot cheaper for 2PAIRS of glasses! Still yet to receive a phonecall or a letter of apology.
In short- Don't bother!
- F Jay
- leeds, GB
- 1 Review
Vision-Slow-Late&Faulty !! (Leeds, Briggate)
Unbelievable experience: Appalling value (charged over £500.00), appalling quality (they broke the glasses then were 3 weeks late) and truly terrible customer service (unconcerned about issues beyond a glib ' sorry you had that problem – anything else we can do for you?').
After calling the shop (Thursday) I was told I could pick up my glasses on the following saturday; On turning up at the shop that saturday (30 minute drive, £5.00 parking) was advised that they WEREN'T ready but would need just an hour's preparation if I'd like to call back then;
So.. I wandered for an hour (had to re-park car) ..and they called me after 45 minutes to advise that 'SOMEONE' had BROKEN the thread on the arm screw and couldn't adjust them – they would have to order a new pair (strongly suspect they were never ready in the first place) – but that I could pick up the sunglasses that I had also ordered – I advised that I would return the week after to pick up both pairs;
Guess what, when I came to pick up both pairs the week after I was advised the sunglasses had already been collected (“are you SURE you didn't pick them up?”).. this, after 20 minutes of them scrabbling around the shop; I was directed to an 'assistant manager' who clearly didn't care – they have promised to post another pair of sunglasses – it's the week after and they're not here yet... .
- Mike Tyldesley
- Warrington, GB
- 3 Reviews
Couldn't be Happier
After numerous disasters with Dolland and Aitchison I tried Vision Express (Warrington) 4 years ago and couldn't be happier. Pleasant and efficient service. I bought a new pair of glasses this week and the frame was scratched. It was replaced in less than 24 hours, very good considering the replacement frame was 50 miles away. Every business has niggles to iron out and it is how they deal with this that i normally judge them on. Can't fault them at all.
-
- Duncan Briggs
- Bracknell, GB
- 34 Reviews
Very Helpful and Resolved Issue
I have used Vision Express for over 10 years and have always found them to be very good in what they do, i have recently had a new pair of glasses from the Witney branch and even after it took a month for the correct lens to be sent the Manager called me on a Saturday to resolve the issue and gave me a 2nd pair for free for all my issues very good customer service.
Is Visionexpress your company?
Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.
Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, responding to your reviews is absolutely free. Learn more
