Vision Express Opticians Reviews Summary

Customer Service

Pros:

• "Staff are very friendly and helpful. Waiting time for eye test is short."
• "I was served by Izabela, the store manager. She was absolutely brilliant and amazing."
• "Excellent customer service and attention to detail."
• "Angel Islington branch is very good. The team is very friendly and helpful."
• "Amazing customer service, They treated us with love even during In a difficult situation (covid19) especially one staff her name is Angela I think, she is very kind And very helpful to me good customer service, and all staffs very nice thank you Vision Express 🙏"
• "I was really impressed by the service I received not only during my consultation but after."
• "The optician was very professional, knowledgeable and thorough."

Cons:

• "This place is so disorganised and mismanaged and I almost always have some kind of issue when I visit or get in touch."
• "Appalling service from Vision Express Angel."
• "it was a fantastic store until they change the management. Now it is such a joke. Extremely careless staff."
• "Horrible service, very rude staff. I booked an appointment one month ago, and when I arrived they said the appointment was not confirmed and I have to wait for another month!!!"
• "Nice range of glasses but very poor customer service."
• "They never answer the phone... literally ever... obviously when you’re due a checkup they withhold delivery of your contact lenses."
• "Extremely bad customer service."

Product Quality

Pros:

• "Very professional. Spotlessly clean and state of the art equipment."
• "You made a daunting experience feel like a light breeze AND you have given me a new sense of sight that I never thought I’d have."
• "The manager went over and above what he needed to do to make sure I was happy."
• "The store manager is a really nice guy - I got offered 50% of my money back for the troubles with the delays, which is good."
• "Best experience I have had with an Optician."
• "Was very clear to me staff were very experienced and the Optometrist who did my test was very thorough and very kind."
• "Dr Noojaha was very detailed and thorough and really helped me understand the biology of my own eye, and mechanics of my own glasses."

Cons:

• "They’ve switched my contact lenses from Acuvue (which I’ve been happy with for years) to some cheap brand (yet charging me the same price) and they’re AWFUL."
• "TOTAL LIARS. Moreover, on my 4th visit this KIND lady agreed to do the refund but denied to do full refund and deducted the free eye test money."
• "Reported fault with frames within 60 days policy. Few on that later exactly the same issue returns but worse."
• "I had to wait 2 months for my sunglasses also, because apparently the lab broke the frames, but nobody bothered to tell me."
• "AVOID AT ALL COST. The glasses were made wrong."
• "The wrong contact lens prescription has been sent to me twice now on my direct debit plan!"
• "Prescription glasses had to be changed twice due to faulty frame."

Management and Organization

Pros:

• "Upon entering I was immediately greeted with warmth, smiles and professionalism."
• "I would recommend Vision Express Islington to anyone needing glasses."
• "Fantastic customer service. I had lost the nose pads for my glasses and visited a number of stores in Angel to try and fix it. Vision Express were the only ones that helped, they did it for free and with a big smile."
• "Wonderful experience, thank you! Everyone in the shop was so friendly and caring, from the moment I entered, all through the eye test and getting my glasses to leaving."
• "The staff were super friendly and took the time to talk through the best solution."
• "I must say, the service and competency of Yasmin and Faisal was really impressive."
• "All of the staff really explained everything very clearly to me, I felt well looked after."

Cons:

• "Just cancelled my Direct Debit because they never answer their phone."
• "Last year when I went for a checkup (9.30am) I turned up to find all of the staff waiting outside as the person with the key hadn’t arrived."
• "I heard from other people that Vision Express will treat you less favorably if they know you are eligible for a free NHS eye test."
• "I am on the direct debit contact lens and they are always late with the delivery."
• "Their booking and entry system is inefficient leading to staff spending too much time staring at screens as opposed to talking to customers."
• "Communication to collect ready glasses was not professional and not followed up fully."
• "Awful customer service. They never call back when they promise to and are unable to get stock delivered in a reasonable time."

Appointment and Delivery Timeliness

Pros:

• "I had assistance with picking out the most suitable frames for me which I had back within a week from the first appointment."
• "I popped in with no appointment, was seen instantly, free eye test, the friendliest service I've encountered in ages."
• "Following suit, my appointment, yesterday, was equally as great."

Cons:

• "I waited 3 weeks for an appointment for an initial contact lens assessment."
• "Tried to return glasses a week ago and was told that the manager wasn’t in the office so I’d have to wait for a phone call whereby he could confirm the reason for my return."
• "Went into the Angel store for my eye appointment and was refused by the staff member that they could not see me."
• "Literally awful. Messed my appointment for contact lenses around twice."
• "All good except the wait time between appointments for contact lenses checking is too long."
• "Very disappointed: still awaiting my contact lenses which were ordered on the 22 of February."
• "Waited over a month for my sun glasses."