Vision Express Opticians - Manchester - Trafford Centre Reviews Summary

Customer Service

Pros:

• "Received impeccable service by Anisa who did my eye examination and Rachel who was so patient helping me pick out some frames."
• "I was served by Shay at Vision Express Trafford centre on 15/July/21. She was amazing and went out of the way until my problem was solved."
• "The sales staff and the manager were amazing, couldn't fault them."
• "Rachel was lovely. She was very patient with me when I was being indecisive selecting new glasses."
• "The staff at Trafford Centre were very helpful and friendly."
• "Can't thank Ashleigh enough for her patience and kindness making sure my mums glasses were right."
• "Last week I experienced the best customer service I have ever had at Vision Express at the Trafford Centre."

Cons:

• "People working on front are super unprofessional as well!"
• "Terrible customer service and false promises."
• "This is the most unprofessional, problematic shop I’ve ever been to."
• "Shocking levels of customer service."
• "Worst customer service I met in the UK ever!"
• "Worst ever customer service by optometrist and assistant manager Chrissy."
• "Very rude staff, not sure if it was the manager or staff."

Product Quality

Pros:

• "I picked up two pairs of new specs yesterday and the difference is amazing."
• "This Vision Express branch offers a much wider range of frames than the branch in Manchester City Centre."
• "I used to use their biggest competitors but the range of frames is far superior here."
• "I loved the frames I have picked and went online to have a quick look and managed to find EXACTLY the same frame for 1/3 of the price from a different online provider!"
• "I don't believe there is any compromise on standard to the glasses, i have seen some bad reviews below about lenses being fitted poorly and all i can say is that my glasses are now a year old and they are still perfect."
• "I got Hugo boss. They are putting lenses in the sunglasses with reactor lenses to so they will look same as my sunglasses."
• "Professional from start to finish, I absolutely love my new glasses."

Cons:

• "One thing that surprised me when I had my eye test with them was how 'low tech' some of their testing methods were compared to other high street opticians I have used in the past."
• "Ordered prescription safety glasses which took 5 weeks to arrive in store, only for the glasses to be in the wrong frames."
• "Had a pair of expensive glasses that broke after just over 12 months."
• "The readers kept coming apart and eventually I resorted to buying a £1 pair home bargins!!!"
• "Avoid at all costs, no customer service my daughter came away upset after glasses arm fell off no glasses for 2 weeks then her replacement glasses come back with supposed thinner lenses but were 5 mm thick and looked dreadful."
• "One of the pairs were slightly bent out of shape which may have happened at the retailer, and the other pair had the wrong lenses in them."
• "I went to pick sunglasses for a holiday and specifically asked for the darkest tint and I get sent back glasses with a driving tint."

Store Experience

Pros:

• "The store was quite busy but everyone working in the store was very careful due to covid so I felt safe."
• "All shops in The Trafford Centre close at 10pm on weeknights so it's convenient if you need an evening appointment."
• "Overall a pleasant experience and I left feeling very satisfied with the customer service and how I was treated by the staff."
• "From arriving at the store to leaving the store my experience was excellent."
• "An excellent all round experience."
• "Been attending Vision Express for years, no problems I’m confident in the checks that I get."
• "Excellent service. Thorough eye examination and very cordial service."

Cons:

• "Overall experience not good! Store was extremely busy and felt cramped at times."
• "Not asked to use sanitise on entry or a requirement and sanitise units not displayed properly near entrance."
• "The initial eye test was delayed, took ages to get the payment thru once we choose the frames despite all payment details."
• "Only negative was that I saw glasses I'd tried on being put back on shelves without being sanitised."
• "Booked an appointment here, turned up on time and saw at least 2 people receive their test who had turned up after me."
• "How can the store be full of employees and no customers, literally employees just stood around doing nothing."
• "A horrible experience - I’d strongly suggest going elsewhere."

Communication & Service Timeliness

Pros:

• "I called the store and have been told I will get a call back."
• "The store manager quickly informed me that he and his team were going to do everything to make things right."
• "The vision express store in the trafford centre couldn’t of done much more than they did, my order was late so they sorted it out very quickly."
• "Excellent eye test and examination. All aspects of test explained."

Cons:

• "Spent and wasted a whole afternoon trying to phone the store - about 1hour and 30 minutes in total, no one answered the phone."
• "I have called 35 times to this Store. with evidence on my itemised bill."
• "After three weeks had passed, I visited the store to inquire about my order. To my dismay, I discovered that my order had not been sent out."
• "Originally advised 10 days and its 5 weeks now. No Call Back to explain reason for delay."
• "Yet I received no phone call to this effect."
• "Three days now I have been trying to change a booked appointment over the phone."
• "I had to cancel a work trip because I can not see small objects so I can't operate as a surgeon."