Address: 111 Oxford St, London, W1D 2HH, United Kingdom
Rating: 4.9
based on 282 reviews.
Customer Service
Pros:
"Super professional, helpful, and friendly staff."
"Masoud was incredible!!!! I had already gone into the store to discuss which glasses suited me and he really helped me narrow down my choices."
"The team were all so friendly and efficient, Saima and the optometrist answered all of my questions."
"Mas is super helpful and friendly. I felt so thankful for his assistance in fixing my broken glasses."
"Absolutely fantastic service from start to finish; took me a total of 20 mins including eye test."
"Thank you Ghada for assisting me with my prescription and to Mas for his excellent sales service: The entire staff here is friendly and attentive."
"Saima was excellent with her customer service. I have been using POLETTE for a few years now.. they are the best."
"Masoud was most helpful in selecting my frame, lenses and extras, and took time to explain the options available to me."
"Leah was incredibly helpful in repairing a pair of glasses my partner purchased from Polette 18 months ago, going above and beyond to solve the issue."
"I have been a customer here for the over four years now and every worker I met was super lovely and incredibly helpful."
"I had great service at Polette by Rupa. Rupa repaired two pairs of glasses I had previously bought and then helped me order two more pairs, she was polite, very professional and a credit to the company."
Cons:
"I went into the store on the 18th July and purchased a pair of glasses. I was told they would be shipped from France so the delivery was £10 ...only later to find out they would be shipped from China!"
"The prescription glasses I received weren't focusing properly on one eye and the frame felt flimsy and kept falling down my nose."
"I wanted to get my glasses adjusted as it was too tight but the member of staff must have been inexperienced because they broke my glass in four different places."
"In fairness, this is mostly due to the online customer support and lack of a phone line but the experience was AWFUL."
"I don't recommend this brand at all the customer service is terrible, they haven't been transparent about the policy return plus they don't work on Mondays I came to the shop again and they did not have any answer."
"I almost damaged my sight because of this company. They sent me wrong glasses. They even tried to only partly refund me when they obviously got me the wrong prescription."
"Today was my partner and I’s first experience of using Polette. I must say that the customer service was unbelievable. Jessica, I recall her name was, whilst being rather run-off-her-feet, was so polite, patient, knowledgeable, enthusiastic and refreshingly efficient."
"Absolutely appalling customer service and communications and long wait for my glasses and am still waiting after 2 months."
Product Quality
Pros:
"Great quality frames, probably the most affordable on the market."
"The glasses are sooo cool, unique and half the price of most high street retailers."
"I love unique frames and I’m so glad I asked a man at the theatre where his glasses were from!"
"Very cool concept: Try your glasses in the shop. Get sized up and upload your prescription. Order your glasses through the app and they come in the post."
"Excellent service. Just bought two pairs of glasses."
"Wide and crazy choice of frames for a fraction of the price you would pay at a more traditional opticians."
"Amazing customer services and the glasses are so trendy."
"Mas & Tara, were first class .. to be recommended. And, the thing to remember is to pick the glasses online but you do-/should come into the shop.. in Oxford street."
Cons:
"The prescription glasses I received weren't focusing properly on one eye and the frame felt flimsy and kept falling down my nose."
"In fairness, this is mostly due to the online customer support and lack of a phone line but the experience was AWFUL."
"The glasses were also flimsy and poorly made for the price. Izipizi or Polaroid would be better options."
"I went this evening without any appointments they did my eye test for free and they help me out to buy a new pair of glasses."
"The frames are beautiful and so is the store however I ordered two pairs two weeks before a long trip but that wasn’t enough time as my order wasn’t delivered before that."
"My glasses broke, they claim to offer warrantee so I emailed their team. They took about 10 days to get back to me."
"Gorgeous, affordable eyewear and outstanding customer service, Megan and Alina truly went above and beyond for me and my partner."
"I recieved excellent customer service from Megan, who was both friendly and knowledgeable about the products offered at Polette."
Pricing and Value
Pros:
"Great quality frames, probably the most affordable on the market."
"The glasses are sooo cool, unique and half the price of most high street retailers."
"Phenomenal team here - that's what really stands out compared to other opticians I've visited. It feels like they genuinely want to help you, and there's lots to explore. Never seen so many frames in one place. The cost is unbelievably cheap."
"Wide and crazy choice of frames for a fraction of the price you would pay at a more traditional opticians."
"Amazing customer services and the glasses are so trendy. I bought mine and my daughter they are quite cheap and good material."
"Fantastic place to buy stylish and great value-for-money glasses and sunglasses."
"The staff were polite and helpful as always, however, the men on staff at my most recent visit didn't seem to have the same understanding of aesthetics as the ladies on my previous visits."
Cons:
"The glasses were also flimsy and poorly made for the price. Izipizi or Polaroid would be better options."
"In fairness, this is mostly due to the online customer support and lack of a phone line but the experience was AWFUL."
"I almost damaged my sight because of this company. They sent me wrong glasses. They even tried to only partly refund me when they obviously got me the wrong prescription."
"I went this evening without any appointments they did my eye test for free and they help me out to buy a new pair of glasses."
"The frames are beautiful and so is the store however I ordered two pairs two weeks before a long trip but that wasn’t enough time as my order wasn’t delivered before that."
"My glasses broke, they claim to offer warrantee so I emailed their team. They took about 10 days to get back to me."
"Gorgeous, affordable eyewear and outstanding customer service, Megan and Alina truly went above and beyond for me and my partner."
"I recieved excellent customer service from Megan, who was both friendly and knowledgeable about the products offered at Polette."