November 2023 by Sham R
Don?t bother, they will call you an hour before the whole appointment to let you know they will need to cancel because someone else needs it more than you. Booked a whole week in advance and they call an hour before to cancel because someone else has priority? How do they measure priority? First time booking with vision express to give it a go but very disappointed. I will go back to Boots Opticians indefinitely.
November 2023 by Humza Razak
Not enough staff, have to wait sometimes upwards of 30 mins past appointment time. If you miss their call before your appointment they won't see you at the time you booked your appointment.Had to wait 15 mins just to collect glasses.
November 2023 by Idan Singh (Idan)
Excellent customer service and I got my glasses on-time within 8 days , Joanna helped me through the process of placing my order.
November 2023 by Zubaira Aziz
Took me three months to get them to order correct contact lenses as they had forgotten to do so at the start and then finally booked an evening appointment to get them fitted (already know how to wear them) and turns out the optician is going home so they asked me to book another one as if they're always available. Don't bother with this place. Why have evening appointments if there is no optician to cover them? I was so annoyed I asked them to print off my prescription so I could get them elsewhere and didn't bother saying anything else. They printed it on an application form so had to get it reprinted. Every step has been difficult. Even just getting a legible prescription. The staff aren't rude, just nonchalant and unempathetic.Overall feedback: remove your evening appointments from the scheduling system if you can't actually offer them.Do not insult me by asking me to write a complaint or whatever. I feel I have wasted enough time with you lot. Clearly the 1 star reviews are saying the same thing so your process of investigation is pointless.
November 2023 by Ada Shi
No customer service nor respect for customers at all. My experience just says everything, when my appointment was supposed to be at 2:00pm :1:55 - arrival at shop ( a staff was on his mobile phone standing aside neglecting all customers at all )2:05 - an optician from the back of the shop checked me in and asked me to wait at the waiting area2:35 - asked a staff if how long further I have to wait, got an answer that maximum 5 more minutes needed2:45 - have to cancel the appointment unfortunately because I really cannot afford waiting furtherReally don't understand the whole flow at all, perhaps because I am not a local white person, and being taken as not deserve to receive any respect nor service. Totally speechless.
November 2023 by Shafaq Haroon
The rating is based on the bad experience of my last 3 visits.Visit 1: Refused to be seen because the optician wasn?t available.Visit 2: refused to be seen because having email confirmation isn?t enough. The shop has to call to confirm the appointment.Visit 3: Refused to be seen because I arrived 15min late. I apologised for being late and requested to be seen but the staff was adamant on not checking us in. There was no other customer in the shop so I Again I requested to be accommodated because my glasses had broken and I was having constant headaches so my eyesight needs to be checked. The staff got rude and said ?By booking an appointment and arriving late you have wasted someone else?s chance to get eyes checked?Never going to Vision express again!
September 2023 by Y Oo
2 months of discomfort and nervousness, 5 pairs of wrong lenses one after the other, forced to wear the wrong lenses until the next (wrong) ones arrived. incompetent, inadequate for the job, I don't think the people that works in these shops are opticians, otherwise there's no explanation for incorrect measurements, wrong values written in my file, not to mention the material of the lenses, practically plastic.The story is very long and complex, but in the end I went to a REAL SHOP, where I got perfect glasses the first time.i can't leave 0 stars how they deserve .
September 2023 by Grace Samson
JUST AVOID AT ALL COST the worst customer service I have ever experience THEY JUST DON?T care at all.I came into the store on 8/8/23 to get eye test and contact lenses test done and signed up for the monthly prescription contact lenses service and 3 month of contact lenses was order and I was given a test contact lenses (which similar to my new prescription as I needed some) and was told my new prescription contact lenses will arrive in one week time which took 3 weeks to arrive and when it arrived it was the wrong prescription. On the 20th august I came to an appointment that I was called to come in to collect my new tester contact lenses as the one previously given was wrong match. I complained to optician and was told my prescription was incorrect for contact lenses anyway he then said he will order me a tester of new contact lenses and it will come in 1 weeks time which never happen as the following week I came in to check if it had arrived and i complained and asked for a refund which they decline and promised me they have my contact lenses by following week I now went into store to see if they were in and was told no. Overall the customer service is terrible and has caused me unnessary stress. I will never use visionexpress again I thought Specsavers Hackney was bad this is worse
September 2023 by Rex
I wish i could rate staff, its incredibly busy but the staff were so nice and helpful and made me feel comfortable. Especially Saad. He was patient and took time to explain my options to me.The lady with that handled my eye test (i forgot to ask for her name) she explained every bit to me. I truly appreciate my time there. 5 stars for the staff.
September 2023 by Tamara Alagni
My partner and me have been so many times for eye checks, glasses and contact lenses. The last two times we have been served from Farhin, he?s very professional and friendly he explained to us very well what we needed to know and he solved our problems (unfortunately other people in the shop were not able to did it and with also rudeness). I recommend to speak with him because he is the best in the whole shop. Also for our check eye we had the pleasure to met Essa, she?s very professional and kind, she?s the best in her job. Essa and Farhin the perfect combo for you! High recommend to speak with them for your eyes!!!
September 2023 by Jennifer Gallego
Honestly, this store offers the worst customer service I have ever experienced. I?ve been waiting to receive my contact lenses for over 2 months and nothing has been done. I?ve popped into the store a couple of times to ask for an update but staff were unable to give me a response, after multiple ocasiones of coming into the store, I managed to booked an appointment for my contact lenses and when I arrived to the store, to my surprise they told me they had cancelled my appointment which I was not aware of. Totally unprofessional. After that, I called in to ask about my appointment today (which I had to reschedule and accommodate to their timing), and they said my name wasn?t even on the system. I have no words to express how much this has bothered me.
September 2023 by Andrea Severino
Prices much more than the one they show and told me before the eyes test. I went there twice the first time to ask about the price to change only my lens and the second time after to get an eye test and change the lenses only with a new prescription. The price show in one of their big board next to the new frames matched with the one they told me weeks before but after I had been offered a price more than double higher. Still now I cannot understand why they wanted overcharge me more than hundreds pound to be able to use my own frame with the new lenses. They overcharged the 120punds for the lenses only of 145pound to put this lenses on my old glasses. It doesn't make any sense. What am I paying for? I felt like they tried to scam me.The woman run the eye test was nice, friendly and professional. I cannot find anything good except that about my experience
August 2023 by Leticia Britez
Disappointing... Don't even bother booking an appointment, as you'll get there and will have to wait for over half an hour to get called. Came here with my 9yo who got really annoyed by the waiting. They have more costumers than staff can handle, so the shop is always full, and there are only 5 seats so people have to wait standing for too long. Also, there's no variety of free glasses to choose from, and the paid ones are kind of pricey. I'm definitely not happy and will find another optician for me and my child. Staff is friendly though.
August 2023 by Yasmin Osman
Honestly don?t go here if you can help it book at any other vision express but not here. I waited 1.25hrs to be seen after booking a test for 17:05. (What?s the point of booking if you have to wait this long) Once my test was done I felt like they were just trying to up sell me on everything. By the time I was finally done and ready to pay it was 19:18. The people were not rude but definitely not friendly I feel like they all need to go under some customer service training it was just overall really lacking. Super disappointing never going back to vision express going forward.
July 2023 by Amy Hsu
Oddly could not find any details of what floor this store was located at. Lower ground floor should be stated on the address. Westfield is pretty big and busy, we went up and down various floors before finding it.There was quite a long wait from my scheduled appointment time, and in between testsMost of the consultants were friendly and helpful though
