Vision Express Opticians - London - Ilford Reviews Summary

Customer Service

Pros:

• "Well done to the manager of this branch as she has done the one thing many businesses seem to ignore - talk to and listen to their customers."
• "The staff member went above and beyond to help me when I dropped by to book an appointment to see an optician."
• "Very nice staff, was assisted to straight away and felt very comfortable especially with Sidra and Nazim!"
• "Customer service in this branch is AMAZING! From the minute you walk in, to the minute you leave the team here know how to look after you."
• "The team are exceptional, Faizal particularly has been very helpful and patient in assisting me with finding the perfect pair of glasses."
• "Visited the store and was greeted by Atika and her team helped my elderly mother with her itchy eyes situation even though the clinic was fully booked they made sure they took time out to see my mother."
• "I’d like to say a BIG THANK YOU to Rupinder Kaur Jandoo who works at Vision Express Ilford for looking after me in acquiring a new pair of eyes!"

Cons:

• "Worst service ever. They don’t follow appointments."
• "The worst place I have ever seen. They have no time sense, no respect for customers, cancels appointment 10 minutes prior to an appointment."
• "Any appointments have to be made in person, as no one ever picks up the phone!!!"
• "Awful customer service, very rude staff and never pick-up phones."
• "No one ever answers the phone. The staff there seem to lack good customer service skills."
• "Very poor customer service they don't inform when glasses are ready and the guy at front simply said both of my visits that he is new and he doesn't know and no one else was there to help."
• "Poor service. No one answers the phone. I ordered my glasses a week ago and they told me it would be ready...and no answer."

Staff Professionalism

Pros:

• "Since i joined 3 years ago every member of staff have been amazing."
• "A regular customer for almost 8 years. Excellent Service and Management."
• "One of the employees, Faisal has been very helpful and ensures that all the customers are happy."
• "Optometrist Shafaq thoroughly checked my eyesight & Heath with state-of-the-art equipment."
• "The optician was very thorough and excellent in his care he took his time checking my vision in every aspect."
• "The actual service when I was seen to from Optician (Indy) to the Optical Assistant (Fatima) was pretty on point, very detailed and precise."
• "Eye checks ups is a serious business and Vision Express are the best to take care of your eyes."

Cons:

• "The junior staff were polite and courteous but not helpful."
• "There is also some young guy with glasses and short hair who needs to be trained in speaking to customers, didn't seem to have a clue about anything."
• "They have the most dreadfully unhelpful and rude staff. They are also very expensive."
• "Service is quite bad, had to go a few times and follow up with multiple reminders to get my contact lens."
• "It took 4 months to get a pair of contact lenses and over half an hour to pay because the member of staff couldn't get her computer to work."
• "The staff are indifferent and act as if you work for them."
• "Nobody working at the front desk. We were waiting at the front for 10 minutes."

Appointment Management

Pros:

• "I was greeted well by all staff and seen on time."
• "Had a problem with my eyesight whilst at work, went to Vision Express to see if they could help me, they fitted me in straight away."
• "I arrived on or before time. Ophthalmologist was thorough."

Cons:

• "Booked an appointment for contact lenses trial and eye test for the morning time between 9.30-1pm... nobody picked the phone up."
• "I was let waiting for 30 mins for my booked appointment."
• "I went there for my eye appointment... and they called me in at 3:25pm when I started to speed up."
• "I booked an appointment here... only to be told that there will be a one hour wait.. No apology or explanation."
• "Waited 45 minutes past my appointment time in allocated seat without any staff apologizing."
• "We waited for an appointment for a month, the day before the appointment they sent a reminder and on the day of the appointment they called two hours in advance and said that they were rescheduling."
• "PooR poor poor service!!!! Waited over an hour only to find out we weren't booked in when we arrived at the desk."