March 2024 by David Simms
I have used several opticians over the years and never had great service then fell on by chance Vision Express at the Fort. Used them for a couple of years and had great service.Only a small thing today, the lens had fallen out of the frame. My fault. My dog jumped up and broke them. Took them into Vision Express and they repaired them in the spot. Put new screws in. Brilliant service and then refused to take any payment.I don?t know the chaps name. Big chap, been there for a while. Always friendly helpful and knowledgable. Today though he was simply a top bloke. If the bosses read this thank him again for me please.Apple quality service which in my book is as good as it getsDavid Simms
November 2023 by Shamaila
My very first experience with this store has so far been excellent. Thank you to Tariq the store manager for being empathetic, professional and helping me feel reassured throughout my time there.
November 2023 by Mother Earth
They took the time to tell me that my previous glasses wasn?t the right fit for me and explained how. They was able to give me an eye test there and then and talk me through the best lenses and the best prices.
November 2023 by Leigh Trevis
From arrival to collection of one of the pairs of glasses I have ordered, the team at the Fort have been amazing.The store is clean and tidy. You are taken care of immediately, regardless of your reason for being there. The pre checks all done by Owais (I hope I have spelt that accurately), was brilliant! The seamless hand over to the optician. He took the time to listen to me and I felt at ease. After my check up, onto the game of selecting frames. Owais assisted me here and for the first time in buying glasses in any store, ever, I actually found someone that was able to guide me based on the frame size that would fit my face. This I really appreciated! Thanks for an enjoyable experience. Excellent Customer service!
November 2023 by Alexander Taylor
Abid who done my eye test was really nice an made me all calm an comfy as not had an eye test for30 years + owais who helped me pick my frames an measured me up an how to use my varifocals was absouloutley "BRILLIANT"i took the information wahat he said by looking at the end of my nose to do stuff an i have had no issues an i have never worn glasses in my life an Tariq as a store manager getting all together THANX to vision express the Fort
September 2023 by Martine Imms
Visited The Fort store yesterday with my uncle who has multiple medical issues for an eye test. I have to say the service we received was exceptional, everyone was so kind, helpful, patient and sympathetic to our needs especially Hardish and Owais. They gave great advice too and made what could have been a difficult trip so much easier. Thank you so much.
September 2023 by Lily
Appointment cancelled with no apologyFirstly, I recently purchase 2 pairs of glasses on the monthly payment scheme from your team at The Fort. I?m happy with both. I had excellent service when getting these.However, I had an appointment booked today (again at The Fort) for a contact lens trial and the same sentiment cannot be said.I called up 20 minutes before my appointment to say I?d been caught up in a traffic jam on the motorway and might be 5 minutes late. The gentleman said that would be fine, I thanked him. I then received a call a few minutes later, 10 minutes BEFORE my appointment time and a voicemail was left to say my appointment had been cancelled. He said that they?d had an Optometrist go home unwell and they?d had too many walk-in appointments. I explained to him that I would be on time for my appointment but he said it didn?t matter as the appointment had to be cancelled as they couldn?t accommodate for me. I planned to have these contact lens for a holiday coming up, I?m now going to have to find somewhere else.I arrived at the exact time of my appointment. I wasn?t a minute late. The lady who met me at the desk didn?t apologise. They said they couldn?t see me even though I was on time. They acted as though I had done something wrong.I understand that staff sickness can?t be helped but taking on walk-in clients instead of booked appointments is unprofessional.I think it was clear that eye tests with the prospect of a glasses sale at the end was prioritised over a contact lens appointment. I don?t think I?d even be writing this if the staff had been apologetic. If they had said how sorry they were for the situation I?d have been fine with it. It was the way I was treated. It was as though it was my fault. They acted as though I was an inconvenience.I was planning on going on the monthly contact lens plan with you. However, Ive decided to never go to Vision Express again and will go to an alternative opticians to for my contact lens.
September 2023 by Haroon Mahmood
Absolutley phenomenal service. Super helpful, efficient and pricing was on point for my order. Beat all the competition, hands down and then some. Very Very Helpful. Tariq, Abid and Aneesa are most personable people in retail I have met. This is how retail should be done. Nothing is too much for these guys, they help when you are spending, but more importantly, help even more so when you are not spending. The opticians are very helpful, and inform you of the results as you go along, and give a detailed presentation at the end. I didnt think I would say it, but service at this level needs all the appreciation it gets. Well done, and keep it up.
July 2023 by Faisal Jamil
A bit of background. I have been a customer at this branch for over ten years and would always give it 10 starts out of five if I could. My regulalr optom and all the staff have always been brilliant and the branch almost had a family feeling to it. Quite recently a new manager has entered the fold and my latest experience but completely oposite to what I'm used to from this branch!Order 14849715. Frames, prescriptions lens and replacement lens for my sunglasses.Placed on 20th May and told it would take ten days.22nd May - Called by lab to ask if I had already given my sunglasses in (which I had on the 20th May).25th they were on their way to store. Received text to collect on 25th - SMS said '1 of 1' but I had two pairs. I contacted store on same day by phone. Spoke to the new branch manager Tariq. He was a bit abrupt but said all was fine however there was a delay with sunglasses. He said that the prescription ones come direct from the lab but the sunglasses had to be sent to lab and then sent back, hence the delay. No problem for me but I asked why I wasn't told. No real answer. Quite dismissive. I was told I'd have to wait 5 days. I was assured I'd be contacted.2nd June. No contact. I had to call again and spoke to tariq again. I was told that there would be a seven day delay as the lens were not made right and had to be re-made. Very unprofessional. His manner on the phone was just awful and it he made it quite clear he had better things to do. Answering 'hmm' to everything just came across rude and, when I notified of this, he ignored me and continued to do the same. I asked for contact details for the area manager and he said they were not available to me. He said it had to be dealt wth at store level but I told him he wasn't dealing with anything well! I asked to make a complaint and even cancel the order as a last resort. He said he can't do either and that I should call customer services. When I asked for their number, he didn't even know it and had to ask someone else - and even then I was still given the WRONG phone number which is why I made my complaint using the VE online form. Which kind of store manager cannot cancel an order and does not know the company's customer service phone number?? He was dismissive and downright rude and I hope they record their calls! I am disgusted with the service I have recieved after spending £430! I have also since learned that the reason for the delay is that my frames were lost. I'm a fair person and understand these things happen but what I do not appreciate is being lied to by a so called manager. His job is supposed to de-escalate and MANAGE such situations but he failed terribly. This manager is obviously new and doesn't realise the importance of customers!I left feedback and was called by a lovely gentleman called Pardeep who advised that, since my frames were lost, VE would pay for a new pair to be sent and would also compensate me with some vouchers etc but that was Vision Express being their usual selves and the service I expect. I don't need the vouchers or discounts - that manager needs to learn to respect customers and be honest with them! Unfortunately, I will not be visiting this branch until I have heard of a change of management! It's an awful shame because the rest of the staff are wonderful and know their jobs!UPDATE - The saga continues! When I went to collect my sunglasses, they were the old ones and not the promised new frame! I emailed Pardeep who resolved the situation immediately. I am changing my review from a 1 star to a 4 star only due to the efforts made by Pardeep to resolve the situation. I would still like to see a better equipped manager take control of the store.
July 2023 by Nita Jadav
This is one of the best opticians I have ever been to. The staff are friendly, professional and extremely patient. In particular, Tariq, Shafiq and Khaylen were so helpful and took me through the the whole process of ordering g a new pair of glasses and explained all the different types of lenses available as well as showing me a variety of frames in my price range. My eye test was done by Khaylen who was extremely knowledgeable and explained exactly what he was doing and why. Both Tariq and Shafiq answered all my queries fully and made helpful suggestions as I was getting confused with the large number of frames to choose from. This made it easier for me and gave me a sense of confidence in my decision. Thank u guys!
July 2023 by SPENCER WESTON
Offered a free eye test on the spot which was conducted very professionally and promptly. I had previously selected frames which were unfortunately out of stock but was told they would be sourced from an alternative store for the following early part of the week. I was then told that I would have to pay for the eye test and have the cost deducted off the frames upon arrival and collection. After several attempts of trying to contact the store unsuccessfully by phone and and after paying for the eye test on the 15.6.23 I have had no contact from the store to confirm my frames are in stock.The free eye test voucher I was provided with expired on the 30.6.23.Today 3rd July, still no contact from the store so no doubt just wanted a sale for the eye test with no intention of providing the frames, a quick £25.
June 2023 by Steve K
Have been using Vision Express at The Fort for many years now. All the staff are very friendly and willing to help. Popped in to order some prescription sunglasses Saturday and the level of customer service from Danny, Tariq & Abid was excellent. My requirements for a specific frame to match my current sunglasses was a bit challenging, but the team did not stop looking until they found the write ones and I was happy.Can highly recommend. Thank you.
June 2023 by D. Birch
Popped in to browse and left with full eye health check up, sunglasses and spectacles. Tariq and the team made the place feel like home. Really good experience and I'm looking forward to my next visit.
May 2023 by Andi Smith
In dire need of an eye test and some prescription sunglasses I called in to Vision Express at the Fort. Super super speedy service. No faffing, no stupid pressure. Quality eye test and quality sales service. I'll be back.
May 2023 by Mrs C. T
The team at the Fort are great. Respect due to Tariq the branch manager who truly is a ?problem solver? and leads the team well. Customer service was on-point by all.It was unusual to hear staff speak of their directors as nice people too. So from the top to the ground roots - a great team.My first experience at this branch was certainly positive!Thank you Fort, Vision Express. Please keep up the good work.
