March 2024 by Maria Bayliss
Awful experience.Staff are lovely but clear issues with competence.Sold a monthly contact lense scheme early January and despite 3 visits later (one appt I waited for over an hour to be told they forgot to book me on in the desk) and still no contact lenses 2 months on.3 months worth of lenses paid upfront and several phone calls later still no lenses just to be told they will be here sometime in April.Crazy!
March 2024 by Barrie S
Amazing service. The lady that served me knew what she was doing and was very knowledgeable of the products. My new glasses arrived quicker than the time given. Will be going back again
January 2024 by Flo
Appalling customer service. Will find elsewhere to go. Was offered Stellest lenses as an option to keep my daughter ?s miopia under control- she s already wearing contact lenses and we ve both been customers for two years now.First they could fit the new lenses onto her old frames (bought from vision express only one year ago). Then they couldn?t. Then we should look for new frames. Then we add all up and could pay in monthly installments. Then we couldn?t because ?my details haven?t been accepted?. ( staff tried to carry out a credit check without informing me about it, until I saw the screen and asked. )I have the check on my record now, thanks a lot.IAltogether, I was in there for 2 hours, and it felt a lot like members of staff didn?t really know what they were doing. Contact lenses test didn?t match eye test etc.I had to constantly ask how much would the new lenses cost, I was told all sort of various prices, various discounts. Members of staff would just click things on the screen without me being able to see it, then they would just stand up and go ask for help from other members of staff, who then had to come and help, although their attitude seemed quite bothered at times. Awful overall experience, and it all culminated with being told that I had to pay £480 if I wanted the lenses. This was a different price - the first price I was told was £300. Left crying, with my 12 years old daughter. Thanks a lot.
January 2024 by Roy Partidge
Staff at this place can?t take a jokeand at least 4 members of my family won?t be back merry Christmas!.
December 2023 by Justin Reeves
Gave them my boss frames to fit new lenses over 3 weeks ago. Still not had them back. Zero communication. Still waiting on at least 3 returned call promises. Apparently they did not know my email, which is odd as they sent the order confirmation email instantly.Update. After a 4th call, to the manager, still no returned call as promised. They have lost my Hugo Boss frames. Great.Looking at other reviews for this store, it seems shockingly poor/non-existent customer service is the norm.
December 2023 by Matt
Should rename to vision at some point.*Update* at end.Had multiple emails to say my eye test was overdue so tried to book online every single time was roughly two weeks wait.Decided one day to go into store to look at glasses found a pair I really liked someone then asked if I needed help I said well I?d like to buy these but need my eye test and explained the above. Well within 5 mins I was whipped in for an eye test and whipped back out again to purchase the glasses. I was asked if I wanted anti reflection like I?d had in the past which I said yes please but blissfully unaware of any of the costs till I?d actually paid even with a discount the glasses came to the same price as every other place I?ve seen sell the same pair for.At no point was I made aware of the next part all I was told is I?d receive a text when they were ready. Well almost a week had past with no text so I popped into store to check I was told I still had 3-5 days left to wait. Finally I get the message to say they?re in so I make my way up once again only to be told they?d sent the wrong lenses for the frames so I?m to wait again. And still waiting now.I?d normally not give a one star but this isn?t an isolated incident with vision express as one of my last purchases from there wasn?t great either this was with a pair of sunglasses. The story goes.Found a pair I liked in store asked if they did them in black they confirmed and offered to order them in for me. I was aware there would be a wait this time so was happy with the timescale however when I got the message to say they were ready I went in store and they put the lenses in the brown pair I tried on originally, I decided they didn?t look to bad in brown and decided to keep them.After just two wears something wasn?t right so they offered me to exchange them so once again asked for the black ones to which they said weren?t there still and they couldn?t find another pair, only for me to look up at the display and see another customer with them in his hands! Luckily he put them back on the display and they re framed the lenses for me.I?m not going to tarnish the staff on this one as mostly they?ve been great, but as a business they are shocking.Since waiting for my most recent pair I have purchased two more pairs in different colours online for cheaper (possibly cause of Black Friday deals) and have already had them delivered.***update***Went to collect the glasses for the second time for there only to be lenses this time no sign of the glasses at all.Lady assured me the manager had stepped in and re ordered the whole set to which I pointed out looked wrong on their system, which I think is the case as I?ve had yet another confirmation of order so a month in and no idea what?s going on!
December 2023 by Belinda knight
Top optician is my view , as have had bad experiences elsewhere , very thorough from start to finish with great communication through out my Vision Express experience , would highly recommend this store , many thanks for the professionalism shown , see you again ! .
November 2023 by Beth Joyce
Absolutely terrible service no communication complete mess up, I told them how important it was to get the contacts lenses as my glasses have broke but i was not told how long it was going to take to get them, meaning when my contacts ran out i was pretty stuck and have to revert to my old glasses. They also was sent to the wrong place and was delayed being sent there after ensuring to me that they would not be sent there. I was then told i would have to pay to get them sent back the the right store but after a while it they then said I wouldn?t have to pay but now after over 2 weeks i?m going to have to wait longer to get these contacts lenses. Very disappointed with this store and their communication.
November 2023 by Tina Jenkins
Came in to get my 4 year olds screw fixed in his glasses. Jobsworth on the desk was going to get them fixed until he asked if the glasses were purchased from vision express. Said they wont touch other companies frames. Refused to sort the screw out. Will never come back. Went to specsavers and they fixed the problem within 2 minutes (even though the frames weren't from specsavers)
July 2023 by Jon Morgan
Since they removed the lab at this store the service has gone downhill rapidly. I?ve been a customer for 15 years+ and have bought many pairs of glasses and sunglasses. My recent experiences have been appalling.I went to make an appointment in store for later that week only to be told by the reception staff that they were too busy to deal with me and to make an appointment online!! They were very rude and couldn?t have been less interested in my business. I should have taken my business elsewhere then but put it down to them having a bad day.I had my eye test and ordered a new pair of glasses as well as a new pair of prescription sunglasses. They would have to be sent off to be made. The glasses took a week to arrive and the sunglasses took 2 weeks, which is a huge difference to the same day service they used to offer not to mention highly inconvenient to have to go to the store twice to collect glasses.I?m now on holiday and the sunglasses aren?t fit for purpose. Without any incident the lenses have fallen out of both sides of the sunglasses so I can no longer wear them. I need to get another pair whilst out here (USA) so I called the branch to get my prescription. I?ve called twice for 10 minutes each time and the call has not been answered on either occasion. Shocking customer service and poor workmanship on their products.I will now be taking my business elsewhere!!!!!!!
July 2023 by Eric Hill
Kara did a wonderful job! She was very professional, friendly and supportive in my choice of spectacles. Kara has a wonderful positive attitude and personality that reflects on her customer care and service she?s a credit to Vision Express. Jennifer Hill
July 2023 by Przemys?aw Rybicki
I wanted to buy sunglasses on 21st June around 2pm, but they were the last ones from display, so I was thinking about getting them online instead. Then staff member INTENTIONALLY LIED me that an offer 50% on the second pair is only in-store, not online and that other stores are smaller and might not have them (they were more expensive) only to sell them!Vision Express - Is that your standard customer service to lie clients only to sell things?I definitely don't recommend going there as you can't trust them
June 2023 by Jason Joyce
Terrible customer service, until we dealt with Scott! My daughter had her eye test elsewhere but liked the frames in this store, but when we returned for an appointment to fit and collect the frames, our daughter told the assistant they weren?t right. Despite us speaking to an assistant manager, no one was able to check the lenses for her and told us we had to come back another day! we reluctantly arranged another appointment, and fedback they could have called us prior to the appointment to let us know that no one was there to check the lenses and fit it any issues. Then despite us being told the lenses would be checked and eyes would be retested if necessary at the next visits, when we returned we were told our daughter simply had to get used to the new glasses, I explained that the prescription change was minimal and should still be able to see, but my daughters vision was worse. we were told a new eye test couldn?t be carried out that day, despite what we were told previously and we would have to arrange another appointment! The attitude and professionalism of the staff was shocking and I couldn?t believe how they spoke to us. The manager agreed to ask an optician (Scott) to speak to us, as I didn?t agree my daughter simply had to get used to the new lenses. Scott carried out some basic checks and agreed that the prescription change was minimal and my daughter shouldn?t have to get used to them and her vision shouldn?t be worse, so agreed a new eye test was warranted. He was the first person that was professional, helpful, he listened to us and he resolved our issues. He is an absolute credit to your company! Other members of staff, including your assistant manager needs training in customer service and listening to issues rather than dismissing them with an attitude!
June 2023 by Robert Lloyd
I had a wonderful experience throughout the process of acquiring my glasses. Rhys Bristow, the associate the assisted me, was extremely customer-centric, had excellent product knowledge and made the entire process superb.
May 2023 by Sarah Morrison
Amazing optician and great eye test. After careful service and communication ... shocking! 2 hours worth of waiting for the phone to be answered so far and a promise to be called back which is yet to happen. Wrong contact lenses repeatedly being delivered and no action taken. Feel for the opticians as they are fab
