Visionexpress reviews

Visionexpress reviews

Very low
2.6
from 0 - 10
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Terrible Communication - WATFORD

I started nearly 10 days ago to achieve a simple task at my local branch in Watford where I wanted to speak to the Optician. Initially I was promised a call back within 1/2 hour. This never materialised and I rang again two days later and was promised faithfully I would get a call back; again this never materialised!! I rang again today and was told the optician was of until tomorrow and se would call me. Later that day without any consultation I received a text informing me that an appointment had been booked for the very next day which I wouldn't have a chance of attending I rang the store and was told this was a way of reminding the optician to ring me!! I asked to speak to the Manager or the Assistant Manager and was told they were both of work until the following day. I then asked to speak to a Supervisor and was told that there wasn't one! All I wanted was to speak to the Optician.
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Worst Quality

The color on the frame has gone with in 6 months and they wont warranty applicable for it, also they have charged me Rs.2000 for lenses but the quality was awful.
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Awful

I went into the shop at Fishergate as I had a free eye test from Nectar points. I was willing to buy the spectacles there after the test. Well I never. The service was awful. None of the staff had a clue what they were doing. On my peripheral eye test, done by the shop assistan,t I explained that in my right eye the area was all dark, she said its ok that is normal.
I felt like I was in the little shop of horrors. I made quick exit by stating I forgot my credit card.
Never ever again!!!!!
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Vision Express Delivery Very Slow

Cannot fault the optician, he was brilliant. Unfortunately however although I was promised by Helston Vision Express that I would receive my new glasses within 7-10 days nothing of the sort has been delivered.

First they messed up the order and now upon waiting for them to correct their own mistake, I'm still waiting for my new glasses to arrive. The order was made on the 8th of March 2014 but still they have not arrived and it's now 27 March 2014.

When I rang them up about this, the lady on the phone wasn't exactly pleasant, you could tell from her voice that she was greatly irritated by my complaint asking where on earth my new glasses were. I was curtly reminded 7-10 days does not include weekends although no mention of this was made at the time of placing the order. As it is, even deducting weekends they are still way overdue.

I will not be using this company again and cannot recommend them. Customers should be valued not treated on the phone as if they are dirt. 2 out of 5 stars is generous in this case.

UPDATE 2 April 2014:

A few hours after posting the above review they rang me up to let me know my new glasses were finally ready. All smiles from them now although by now the damage had already been done making me wait as long as they did.

However, give them their due they did waive the charges for the two pairs of glasses, so they ended up not costing me a single penny, which I did think was very good of them.

Will I go back? I'll think about it, I'm still undecided. I'll probably try their competitors first next time, probably Boots first followed by SpecSavers. Then if I do not see what I like there, I'll come back to Vision Express.

Good on them though for waiving the fee for my glasses, on this front I cannot fault them and I was rather impressed with this offer on their part, their way of saying sorry for making me wait so long for them to arrive.
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Not as advertised.

Went to get new glasses under buy one designer pair get one free. Had the eye test and then got the sales pitch. Turns out not actually buy one get one free at all, just offered £60 off second designer pair. Had previously been assured that all designer frames were included. Walked out of shop at that point.
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Wow, what expense and a poor experience to boot

Over the years, I've used Boots (perhaps a bit fuddy-duddy) Specsavers (hmm. OKish) and recently Vision Express. Now, I reckon, £300+ for a standard pair of varifocal, frames supplied is a lot of money. Perhaps its the norm for opticians with all this "come-on" prices and deals of two for one which are never upheld in the shop for one reason or another (in my case because something had to be added on because I supplied frames). My second pair same prescription was offered at something over £500, but the charming girl said she could do it for £400. I've never been one for worrying about costs, but I didn't go for the second-pair. The girl actually offered the first pair at £440 as "tailor-made". She couldn't explain what you get for that (seeing as I reckon the lenses have to be fitted specifically to your prescription and frames anyway). The extra £131 is for a few extra "measurements" it was explained. The eye-test seemed to be no more than establishing the prescription to be different from the existing I suspect, because I went to Boots a day later who confirmed that my existing subscription was unchanged. Additional tests, like the peripheral vision test were hurried and the manager just said, dismissively (don't go to VE if you have questions) all was OK...but I had lost confidence in the rigour of the tests. You know, you can believe anything is OK if the staff are pleasant. The manger, all brilliantly suited-up is no more than a fast-buck salesman, patronising and "rushing you through" so the next mug can be fitted in, or at least that's how it comes across to me. As I sat in the shop, three customers came in, waited, got no attention, so walked out, so their high prices certainly don't go into staff numbers.And the assistants are clearly there to add as much as possible to the bill. Charming as the girl assistant I had was, she could explain nothing about options or detail, just the price. I went to VE before, experienced exactly the same, but the Manager had stepped in and got me a great deal he said. Those sunglasses cost me £650, because everything was claimed to be "out-of-house" or special etc....but what the hell. what a price. Why didn't I learn. Well, I have now. Back to Boots next time; they may be fuddy-duddy, but at least you can be sure of their integrity and lower prices
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Dreadful service

I made a very small cash purchase for which I was overcharged. I realised this almost as soon as I left the store so returned immediately.
The manager was condescending and pompous. I was asked to supply my full name, date of birth (at which point I refused to give that information). I daresay I would have been asked for my address and telephone number. All for a £1 overcharge on a cash transaction. I decided to return the goods and ask for a full refund at that point. This was a mistake made by the store - these things happen but it is how they are dealt with that determines how a customer feels as a result. If dealt with properly, it can have a very positive effect on customer relations.
This was a quite ridiculous situation that could and should have been quickly and efficiently dealt with. Instead, I felt I was treated with contempt and mistrust. I will not be spoken to in that manner.
I will not use this company again and neither will my family.
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Cant Cancel Order!!

I had an eye test at 10.30a.m. I needed a new pair of glasses. I picked a pair and was
measured and told because the pair I picked cost a centain amount it meant I could
have a free second pair. The total cost was a masive £433 !! So much for a free pair!!
I was told I had to wait two weeks for them. I asked how the payment would be worked
out. The girl said I had to pay in full. I was very taken back but like a fool I paid in full.
After I left the shop and had time to think about how much this was all costing, I
decided to phone them and cancel my order. To my horror I was told that it was company policy that no order could be cancelled because the process of making my
glasses had started and they were besoke just for me! I said of course they were just
for me, but as it was only two hours since I had had my eye test they couldnt possibly
have started making them yet, and any way why if they were already in the process
of making them would it take two weeks to collect them. I asked to speak to the manager
as the girl I was speaking to was becoming quite rude. I had no joy from him although
he was very pleasant and said if I could get the glasses any cheaper elsewhere they
would refund the difference. I find this whole experience totally unacceptable. I will be
looking for a different optition and hopefuly will get a refund of some kind. This company
should change their policy. Why do they insist on full payment before the customer gets
the goods also the no refund policy should be clearly on display or at least pointed out
at the point of payment. I wont be using them again. Dont you! You have been warned!!
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Terrible Service and over priced!

I normally go to Vision Express because my mum goes there and she signed me up as A kid, As an International Relations student I should've known better not to go. From now on I will be going to Specsavers (At least its cheaper with better service)

In 2010 I wanted to try and wear contact lenses for the first time. The optician didn't even give me a free trial and she fitted me with toric lenses in which I didn't even need (the opticians at Specsavers said I didn't need toric lenses for my prescription) and charged me double the price for them! I told her they weren't comfortable and she said that I'd get used to them. It was my first time wearing them so I believed that contact lenses were meant to be a little uncomfortable. I ordered a months worth.

I stopped after using up one box as they were quite uncomfortable. Then in 2012, I decided I wanted contacts again so I went back to Vision Express and the same optician recommended the two weekly ones as they were cheaper. Those were extremely uncomfortable so I stopped again! Because of these two experiences I really didn't understand how people could wear contact lenses as they were so uncomfortable. Also, I was devastated cause I thought it was a problem with my eyes!

This year 2013, I trialled 3 different brands at Specsavers, the staff were really friendly and most importantly I found a brand that were comfortable for my eyes.
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Consistently excellent

I was delighted with the care and service from the Aylesbury branch over several visits, one of which resulted in a referral to Stoke Mandeville Hospital for a further exam. I now live in Bicester and the service from the local branch is every bit as good. Clearly, VisionExpress invest substantially in staff training at all levels.
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THIEVES!!

I went there after exams because I couldn't see very well. Before that incident I had nothing problem with my eyes. I told them that I had exams and I just finished and they found that I have myopia and told me that I had to buy glasses! I bought glasses that costed me 300 pounds and the frame was just 20 pounds. After two months I couldn't see well with these glasses I was feeling dizzy when I was wearing them. I went back home for holidays and visited a doctor, an ophthalmologist and told me that I had very little myopia 0.25 and vision express told me that I had 1.00!!! He also told me that because I had exams it was not proper to have an eye test straight away. Also he further told me that the glasses that vision express sold me might have created the problem in my eyes. I went back to them when I was back to UK and complain about the situation. They did nothing more than being rude and also forced me to make again an eye test THERE!!This was not proper and i knew it as I studied law. Any way they told me (as I imagined) that I had more myopia than the first time I visited them and when I told them that the glasses are too strong for me they couldn't find an explanation!!The worst company I ever visited in UK and specifically in Nottingham! The employees there are so rude, not proper and so unhelpful. Definitely unprofessionals, they took my 300 pounds without finding my true problem.
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Absolutely disgusting!

I'm a 19 year old student and have been to Vision Express in Brent Cross for many years and was very happy with the service I was getting.

Went for a standard check up in February, there were a few problems with one of my eyes so they gave me some exercises to do and asked me to come back in 6 weeks.

Went back in 6 weeks, which was the end of March, the optician I had seen wasn't in but on my notes there was nothing to say I needed to come back. Saw another optician, he said as my problems had got worse, they were going to refer me to a hospital. Fair enough, waited 2 months for an appointment before calling my GP to find he hasn't received any referral letters. Called the opticians, they hadn't even written the letter. 2 months it took! If I hadn't have called them, my letter would never have been sent. I am a student and the problems I have are affecting my work.
They wrote the letter but instead of sending it straight to my GP, they sent it to me, to then pass on to my GP.

Thanks for wasting almost 4 months, with my eye problems getting worse. This could have been sorted a long time ago.
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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.
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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?
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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.....
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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.
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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.
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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!
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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.
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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.

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Visionexpress Details

About this company

Vision Express Opticians. Book an eye test online for prescription glasses, contact lenses and sunglasses. Choose from an extensive range of designer frames from your local Vision Express Optician store.

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