November 2023 by katherine kelly
I pay monthly for my daily contact lenses and they arrive at my home every 3 months. Unfortunately they didn?t arrive in October as they should have.I called into the store to ask why I hadn?t received them but no one could tell me why. I asked for some spares and took the spares home.Had to revisit the store after using the spares and ask for more spares. Still no one could tell me where my delivery was and why I wasn?t receiving them. The only spares for my left eye that they could provide was a slightly stronger prescription , which the optician said would be okay and it was.Third visit back to the store, no spares in stock!! However a lovely assistant called Nichola, took the time to phone and find out what had happened to my order. She found out they were out of stock and would be sent out on the 14th November. She ordered spares while I was sitting with her and said she would ring me when they arrived. She phoned me to say they had arrived at the store and I collected them today.What a breath of fresh air Nichola is. She didn?t fob me off, because she couldn?t be bothered finding out for me, she went over and above for me. Thankyou so much Nichola, you?re a real gem.Haven?t got my monthly order yet though, watch this space, fingers crossed it?s this week.
October 2023 by Clifford Brown
Was owed some money and not given it back. I had to take it in lenses. Couldn't get there for a refund cos I was looking after my mum. Could of done better vision express.
October 2023 by Victoria Croft
Absolutely horrific service. Went for an eye test for my two children, they made us wait an extra 30 minutes so we could have a downstairs room as I had a pram with my third child in. Then sent off my daughters glasses for new lenses, would be back in store in a few days to collect. Get the text to say they have arrived so after dropping The kids at school went to pick them up to be told that they can?t ?legally? (I can?t find a single law online regarding this) give me the glasses without my daughter present. At no point did anyone tell me that I needed her there, and the times before, she hadn?t needed to be there either. I explained that it isn?t as simple as bringing her down due to having three kids, clubs, and being ill myself. To which they flat out refused despite the fact they were MY paid for item. I then asked for the old lenses putting back in and the glasses returning and was told I was being ?irresponsible? as the prescription is wrong! Will not be returning!
September 2023 by Muhammad Ahmad Raja
Hi a real big thank you to siraj, amazing customer care and care.. Vision express you are lucky to have an employee like himKeep it up with your amazing customer service skills
September 2023 by Dale Swales
Turned up early seems that is unacceptable so waited for my appointment but that ran late. Its not he first time the shop assistants just stand in a crowd around the till while customers wonder what's happen. Really poor service.
June 2023 by Nina M
I had over and above service for both my eye test and the lenses/glasses selection process. Nothing was too much trouble?. The staff who helped me ?Hadra? and ?Galina? were both exceptional. Very knowledgeable? a special thank you to them both. Highly recommend.
June 2023 by Glenn Skinner
The eye test was fine and no issues ....the problem came when my prescription has changed slightly, in 1 eye ...I bought my glasses from vision express and really like them ,and they cost me a lot of money so all I wanted was to change my lenses...My frames are in great condition and i was told that I could do that ...the issue is they wanted to charge me £450 to do it ...so I am going elsewhere for my glasses...190 per lense and 70 to fit them ...sorry but I will be using someone else gooing forward
May 2023 by Sona Khan
I have never had such awful customer service before. I travelled 1hr and 50 minutes to my appointment today which was scheduled for 4:55pm and i arrived for 5:05. upon arrival i was told i can no longer see the optician because i was 5 minutes too late?? What kind of policy is this? I had broken my glasses and was having severe headache because of this and i urgently needed to see them yet i was told to leave upon arrive because i was FIVE MINUTES TOO LATE. Poor customer service, will never be coming here again. I think they don?t realise that we?re paying them, it?s not like it?s for free. It?s fine. There are plenty of other places - just for reference i booked my appointment at specs-savers now and for reference i asked how late can i be to the appointment if there is traffic and they allow 15 minutes of wait. I guess take this as feedback to be more understanding. TERRIBLE time policy.
May 2023 by Ewa Welbourn
I didnt have appointment for my contacts lensses review.Traveld to LWR, Girl in reception was very nice and managed to book me in on that day with a little wait. But that was not a problem for me as I travelled from the other site of the city.All went well and my lensses had been delivered to my home address in 48h.Very proffecional service.
May 2023 by Philip Mais
Optician herself was great. They were 15mins late seeing me however and when I made the front of house staff aware I was in a rush they kept breaking off dealing with me to serve other customers several times, making me wait over half an hour after the test just to pay before I could get away. They had no idea how to use eye care vouchers. Claimed voucher didn?t cover test, even though it clearly stated it did. First visit will also be my last. Appalling experience. Should have gone to Specsavers - who I usually use without issue, and can get me out the door with new glasses on order in 20mins, not over an hour to just deal with a basic eye test.
May 2023 by sweatysqu1rrel 1
The eye test was fine and no issues ....the problem came when my prescription has changed slightly, in 1 eye ...I bought my glasses from vision express and really like them ,and they cost me a lot of money so all I wanted was to change my lenses...My frames are in great condition and i was told that I could do that ...the issue is they wanted to charge me £450 to do it ...so I am going elsewhere for my glasses...190 per lense and 70 to fit them ...sorry but I will be using someone else gooing forward
May 2023 by alison daniel
Went in with a complaint about contact lenses, Sonia the manager was fabulous, she sorted it all out, got us back on track, rang me to keep me updated, very very happy with how she dealt with us, excellent.
April 2023 by Andrew Brackpool
What a great experience from start to finish. All of the staff were polite and helpful and explained everything to me. Lots of company's could learn a lot from vision express White Rose.Thank you
April 2023 by Michelle Neal
The staff are always friendly. Very fast service. I had an eye test. Whilst at my appointment I explained that the Chanel logo had come off my frames and they replaced them for me. The lady who served me, Galina, was extremely kind, friendly and it was a pleasure to meet her.
April 2023 by Stephen Mccallum
Clean store and they're always on time when I go for an appointment. Staff are always brilliant, Zakia helped me a lot last time. Will continue to use this store
