November 2023 by Belash Ghaffari Saravi
I had appointment for my son at the Sutton branch which i had to take time off from work to take him from school for the appointment. they told us to sit down till someone see us. we waited for almost 40mins and then someone came and cancelled our appointment with no explanation. very disappointing and unprofessional!!!
October 2023 by Chrys Le Beau
I've never had an appointment where so much care was lavished upon me by the 3 members of staff who served me.Nothing was too much trouble, I had a lot of questions but everything was explained clearly, no catches, I said I didn't have much money to spend so they helped me by getting the cost down,I'm never using another Opticians !So professional and kind.10/10explainedexplained
September 2023 by Pattie Fifi
I called into Vision Express to replace my glasses. The staff were extremely helpful. Unlike the other Opticians up the road. Lee who guided me through what he was doing in the eye test, he also fixed my other glasses...What a gem! The Optometrist was also amazing in helping me. Thank you x
September 2023 by DJ SRS
Booked an eye test online yesterday, for today. From start to finish, everyone very friendly, helpful & I was kept informed & updated. Had time to have a good browse. Nice, cool, air-conditioned branch. Well laid out. Was quite busy but not crowded. I was taken care of brilliantly by Nadia (who helped me choose the perfect frames & was well-informed, bubbly & helpful, as well as super patient) & Amritha (absolute professional, knowledgeable, patient & super friendly). Superstars, both of them. All options were clearly explained. At no time did I ever feel rushed or unimportant. In fact, I felt like a VIP every step of the way. Outstanding customer service, experience & professional help. I now can't wait for my new glasses. I've used VE every time apart from mid-2020. I won't go elsewhere. Always the right choice if you use Vision Express ???? So, so grateful today
September 2023 by Lisette Lourido
The appointment was Ok, the staff was very friendly and knowledgeable. My issue with vision express is that I had my appointment on 11th August and we are on the last day of the month and I still have not received my prescription glasses. The order was not processed by vision express until the 26th of August and only because I chased through customer support and by calling the actual store. They never acknowledged their mistake and decided it was best to lie to me, so far I have not received a single communication apologising for leaving me without my glasses for almost a month when they promised to have my prescription ready in less than 10 days. I?m really dissatisfied and disappointed with their service and appalling behaviour
August 2023 by Zoe Launder
I'll keep this brief but in April 2022 i went in to VE Sutton and went ahead with Varifocals. I didn't get on with them so swapped them for single vision lenses. I've been wearing glasses for nearly 40 years and knew these weren't right. Instead of taking them straight back I put them away and carried on with my old glasses. I eventually got round to taking them in, unworn, in June this year but they weren't interested in helping me because it had been so long, they didn't even check the glasses. Anyway, it's only after a visit to the fantastic Ashton Riley in Cheam it emerges that the lenses were the wrong way round! No wonder I didn't get on with either pairs from VE! I now have varifocals I DO get on with because the prescription is correct. What a waste of money.
August 2023 by Mats
I had my eye test this year and was told by Matthew that he would provide by pupil distance, he measured but for some reason did not put it in the paper. I called up the branch later that week to speak to him and he said that?s fine come to branch when I?m working anytime and I will measure and do it for you again. I went into branch and he was busy with another customer, I was approached by a colleague who said vision express do not give PD measurements, I said I want to speak to Matthew as he dealt with me before. At the same time she must have told her manager Nadia James who came and told me the same that they cannot give me the PD value. I expressed my disappointment and that I travelled over an hour to get to this branch. She had a look at my records and mentioned I visited a branch before and they had measured my PD. She said I had to fill out a form and have the optician verify. Nadia then said only the other branch would be able to give me PD and the Sutton branch wouldn?t even though it is the same company. I called the Wimbledon branch for them to tell me that they didn?t have a PD measurement. Complete and utter lie by the manager. Based on this experience I would never go to a vision express branch ever again, nor would I recommend people! Vision express need to employ staff like Matthew who go above and beyond and want to help as to be honest he was welcoming and good and always helped on the phone and in branch. Nadia and her colleague were useless and lied from the skin of their teeth and should in my opinion be sacked! In this day and age when there are many companies out there to choose from you need to be different and helpful and go the extra mile, the attitude Nadia had did not resemble this and was more of a backwards approach to not help and these are the rules. I asked where does it say the store cannot provide the PD values and she kept changing the subject. Well done Nadia and co you succeeded in loosing a customer who has been getting eye tests from your company for over 10 years! Matthew you?re a good man and should be promoted. Also I have worked in retail for approximately 10 years and this is not how to do business with people 0/10.
August 2023 by Angel Hon
Update: I shared my experience and submitted an official complaint, but Vision Express hasn't responded meaningfully. Their templated replies below show they don't care about customers. This is how they handle feedback. Others should know before choosing them.I had a not-so-great experience recently that I wanted to share. My family has been going there for over two years, but this time was quite disappointing.We arrived 10 minutes late to our appointment due to unexpected traffic. Despite our efforts to rush to the shop, the optician, Mr. Aneeq Sawar, refused to do the eye check for us and didn?t care our situation but just focused on ready his stuff for leaving earlier as we were the last appointment of the day. ?I filed a complaint and provided the requested details, but it's been over a week with no response. ?The rescheduled appointment didn't go any smoother. I received conflicting information about payment for my kids' eye check, and the staff seemed disorganized and inability to provide consistent information. ?I'm really bummed that our loyalty hasn't been valued. It's a shame they didn't take my complaints seriously. ?Honestly, I wouldn't recommend Vision Express based on this experience. Customer service needs a big improvement! I'll be looking elsewhere for eye care from now on. ????
August 2023 by Nyasha Trafford
My Optometrist was called Nisaa. She went above and beyond to fit me in for an emergency appointment. She took the time to explain everything. She really cares about the service she provides. I would definitely recommend.
July 2023 by Anthony Correia
Good customer service, very efficient and helpful,catered for all my needs.
June 2023 by Michael Lott
Really great service, I was under pressure, and not the best customer. Vision express sutton was nothing but professional. Highly recommended.
May 2023 by Eleena PK
Great experience. I had my eyes tested and the young lady who did it for me was very professional and kind. Dianne was the lady designed to help me with the glasses. She was so nice and patient regarding my choices and all questions I raised. At the end I received all I wanted and with the right plan. Very happy with my appointment and I cannot wait to receive my glasses.Highly recommended.Thank you
May 2023 by surab Alsahaf
Amazing service , very professional & they adjust everything to your need ? Big thanks to (Lee) who was amazingly helpful & discuss every small details ?
April 2023 by Sapphyre Haynes
Booked an eye test with a contact lens assessment and free trial. Had my eye test but they didn't have the contact lens I would need in stock. So they booked me in for the contact lenses a couple of weeks later. I was fine with this. What I am not fine with is being charged twice. If they had the contact lens in stock when I had my eye test on 27/03/23 then I wouldn't have had to pay twice. I paid £25 for my eye test and was informed today that it would cost me a further £35 to attend the appointment today - I cancelled unsurprisingly.
April 2023 by Arief Shaikh
I was seen on time. The orthoptist was very kind, polite and soft spoken. She did a thorough examination of my eyes. Also arranged for me to have a copy of all the tests done. It was a great pleasant experience.
