Vision Direct UK Reviews Summary

Customer Service

Pros:

• "Vision Direct are always super helpful and very accommodating no matter what time of the day I call."
• "I had a slight issue with one order recently but Alfie was excellent at sorting it out for me."
• "Had second replacement lenses. No problem from vision direct. Spoke to Charlotte the first time, then Katie this time. And it so convenient to live chat via text."
• "They are an absolute STAR... he understood and sent me a replacement showing patience and providing excellent customer service."
• "The customer representatives are so sweet, considerate, and just all out amazing."
• "Customer service is good, they pick up and are prompt."
• "I contacted them and they credited my account immediately even though it was my mistake but they say they understood !!"

Cons:

• "I reported this over a year ago and received a dismissive reply."
• "Got a very rude customer services guy when I called to enquire about getting different daily multifocal lenses."
• "Absolutely terrible customer service. Tried to contact vision direct multiple times using various methods about an order places 1 week ago! Still no sign of the 'next day delivery' contact lenses."
• "Everyone please stay away from this company... They claim to do Price Match, however when you call them they will use different ways to avoid price matching."
• "No refund was offered and no one called me back when they said they would."
• "Spoke to a lady online chat. And was told that they should fit right, basically calling me a liar."
• "Absolutely useless customer service."

Delivery

Pros:

• "Absolutely recommend. My contacts were VERY well priced, and they arrived the next day (didn’t even have to pay shipping)."
• "It was excellent next day delivery, just posted through the letterbox so I didn’t have to answer the door."
• "The deliveries are always delivered the following day after ordering."
• "Shipping to the US was ridiculously fast - faster than a lot of US to US shipping."
• "I ordered at 10PM last night and have still received incredibly fast next day delivery."
• "I order my lenses on Friday evening and they were with me by 11am on Saturday morning! This was their standard delivery!"
• "Fantastic company, always delivers next day which is FANTASTIC."

Cons:

• "Don't trust the delivery dates on the website."
• "Most of the time orders arrives next day and its amazing.. However there are delays sometimes."
• "As a long term customer I'm having to switch to another service due to the courier service Vision Direct choose to use."
• "Like lots of other reports the delivery times on the website are a lie."
• "Useless if the company that delivers...basically do not deliver."
• "Ordered on the 7th November for next day delivery and they never arrived until today 12th November."
• "Terrible service, waiting for my NEXT DAY DELIVERY for 3 days!!"

Product Quality

Pros:

• "Never had any problems and the lenses arrive well packaged with a little bag of complimentary sweets."
• "The quality has stayed as great as it was back then!"
• "The products are good quality and have an excellent price."
• "The lenses are excellent value."
• "In particular, when I found I was allergic to my contact lenses they were able to recommend a different brand, sending them through the very next day."
• "The best service company in UK!"
• "Product is fine, price good, despatch is quick."

Cons:

• "Ordered contact lenses in the same way I have before with other suppliers and these didn't stay in for more than half an hour."
• "Unfortunately this time the lenses were not as crisp or sharp as previous lenses."
• "But they do not fit right... I have no lenses now and can’t buy anymore until I send them back from their recommendation."
• "The contact lenses are flimsy. Every time I try to put them in my eye they fold over."
• "The color is horrible and uncomfortable."
• "Absolutely TERRIBLE! One of the lenses broke inside of my eye and it took me an hour to find the broken pieces inside my eye."
• "The lenses are not good quality at all very thin and uncomfortable."

Price and Value

Pros:

• "The lenses are also at a very good price, cheaper than anywhere else I could find."
• "Love this company so much don't know what I'd do without you only safe trusted company and so cheap."
• "Great prices and received in 24 hours!"
• "Their prices are very competitive and they often have discounts so i stock up then to take advantage of these offers."
• "The prices are unmatched and they even send you sweets in your order!"
• "Been getting my contact lenses from here for years now. They’re super cheap and affordable."
• "Best contact lens supplier I’ve used, pretty much every one of my orders has arrived the next day and they have a decent range of items to choose from."

Cons:

• "On the re-order screen, the price per box £24.99 is higher than all the other major suppliers of mail order lenses."
• "I am off to Specsavers to get an identical product £4 cheaper per box."
• "I didn’t get my order and tomorrow I have function to attend, why that happen, this so upsetting."
• "If I could I would give 0! Horrific platform, next day delivery and they always come 2-3 days after! I’ve changed different brands and still very annoying to the eyes!"
• "I bought some coloured monthly lenses. They sent me the one says 'for daily wear only'."
• "Contact lenses repeated split while IN my eye."
• "Complete scammers."

Company Policies and Practices

Pros:

• "You can set up reminders for when you need to order again and when you finally do - it only requires 3 clicks to do!"
• "I love using Vision Direct. The website is easy to use, they have great prices, staff are very helpful and I love the next day delivery."
• "I love this company. Reordering is ridiculously easy and every delivery comes with a small gift which always makes me smile!"
• "You get a free pack of Haribo and on one occasion I also received free eye drops!"
• "It is very very rare you meet companies today that are consistent and thoughtful."
• "Very easy hassle free and quick way to order your lenses which fit through your letterbox."
• "Blown away by the service I received from you guys... referred me to basically the same brand of contacts but at half the price."

Cons:

• "Very poor marketing."
• "Also if you are tight for money, be careful ordering on this site because they have been known to charge on orders that aren't completed."
• "Can't use this service in principle as they send out kids sweets containing gelatine with every order with no option of not receiving them."
• "Vision Direct's approach to online security and privacy of personal information is appalling."
• "They store credit card details without asking (against GDPR) but far worse is that they send emails notifying of shipping and chasing new orders that contain partial credit card information for no reason."
• "As a long-term Vision Direct customer I received a gift voucher... However, the voucher requires you to go on a different website, to enter your unique code."
• "Appalling customer service and delivery system."