I've ordered 3 pairs in total from them
Eventually the glasses turned out all right and were reasonably priced.
The first pair I ordered had the wrong prescription (by far, I could not see a thing), and the edge between the frame and the lenses was extremely poorly cut (the lens was sticking out the frame)
I returned it to get it fixed. When I asked their customer service about it, they told me I had to pay for thinner lenses if I wanted a better result
(Which I could have believed, if my glasses from specsavers of the same lens thickness did not look perfect.)
They also said they will tell me what happened with the prescription once they get the results from the lab.
After a series of emails I agreed to pay an extra fee to upgrade, as I didn't want the ugly lens cut, once the results are back from the lab, explaining what went wrong with my prescription.
They finally told me that my pd distance was incorrect (to which I replied that this is an utter lie, as the prescription was dramatically off, and that I still wish to go ahead and upgrade, if they now get the prescription right which I doubt they will)
A minute later I received an email that my glasses have been dispatched!
They said that it wasn't clear what I wanted, so they send them back to me!
When asked why did they proceed with returning me the glasses whilst having an ongoing conversation with me, I received no reply.
Fortunately, the prescription was now correct, and the cut of the lens was actually all right, so I didn't take the matter further, despite my frustration.
A few months later I ordered two pairs of fully rimmed single vision sunglasses from their own range.
They took 2 months to be delivered, I send them 3 angry emails asking where they are (first one a month after my perchance) to which I did not receive a SINGLE reply.
Eventually, the glasses turned out, and again, they look fine!
So the moral if the story is that you should buy from them if you are NOT in a hurry, and you have a lot of patience in dealing with their appalling customer service. They will never admit their mistakes, and will never apologise.
When the frames turn up, they are usually a good deal and quality though...
After an extremely disappointing experience with dpd, they managed to:
Not deliver my parcel on Saturday the 22nd even though I was waiting for them at home all day.
(they claimed I was not in.)
I then arranged redelivery on Monday Xmas eve, and they again did not come. When I called their customer service to see what's happened at 16:30, I was told that there has been a mistake and that my parcel is still at depot and the only way to get it on the day would be to go at their depot and collect by 19:30 (so their customer service gave me the address), as all the drivers where out delivering. Since I had some Xmas presents at the order, I went indeed all the way to their depot to collect!
I was kept there waiting for a full HOUR while they were looking for my parcel which was nowhere to be found. I was waiting and waiting and they didn't even bother to tell me what was going on. In fact it turns out they didn't have any stamps on the parcel since it left the depot for the first delivery on Saturday.
When I tried to complaint about their terrible service and inconsistently, rather than an apology, I was told that they were supposed to be closed since 17:00. When I asked them why was I then given their address by their customer service and was asked to collect by 19:30, they claimed that they never said that the parcel was at depot for sure and tried to blaim it on their customer service. The order tracking to date is listing that parcel is AT DEPOT.
They did not give me a single apology for their terrible service and all the hours I lost from my Xmas eve preparation (plus missing presents) and only tried to blaim others.
This is not the first time dpd drivers chose not to bother knocking on doors due to work overload, but everything that happened after that us even more disgusting, considering I had to travel all the way to their depot and be kept there for an hour in vain.
Their unwillingness to help, offer a single apology, or take the blame for their mistakes is simply unacceptable. A terrible company full of incompetent liars.
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