Address: Garden St, Lower Green, Mall NE11 9YR, United Kingdom
Phone: +441914600644
Rating: 4.4
based on 130 reviews.
Customer Service
Pros:
"Friendly staff, very efficient service."
"I can't thank her enough for the fabulous customer service I had both on choosing and fitting, when I collected them a week later. Thank you again Sue."
"Best customer experience I’ve had!"
"Thank you Christopher for fixing my glasses on sight without any charge."
"Thank you, Liam, for your patience and ability to put me at my ease."
"Especial thanks to Lisa, who helped with the selection of frames and walked me through the options of lenses."
"All the staff I had dealings will were friendly and helpful."
Cons:
"I recently had a very bad service with vision express at the metro centre branch in Newcastle."
"I won't be going back to any of their branches (having been a regular client of theirs for years)."
"Terrible customer service, members of staff kept walking past us like we were invisible."
"Nothing express about the service anymore."
"Awful service, after i have paid for my glasses...."
"Attended for a contact lens consultation and was told I would hear back to go in to try them out. Rung me back once on a broken line so couldn’t hear, said they would call back and never bothered."
"Terrible customer service, went to pick my daughters glasses and got no help at all."
Staff and Optometrists
Pros:
"Highly recommended for the following reasons: very friendly, supportive, professional and the opening hours are longer than other glasses shops."
"Her relatability and corny jokes will certainly stick with me."
"One of the most helpful opticians I've ever been to."
"The optometrist was most pleasant, and he explained everything he was doing throughout the examination."
"All staff were so friendly and the kindness shown by optometrist Julie on my visit was amazing."
"The person who saw me was very thorough and careful."
"Mr. Paul Lowther was so patient and caring, explaining everything during the examination."
Cons:
"Understaffed, phones rarely get answered, tests and picking glasses take an eternity."
"Having been asked to wait outside in reception after the eye test there was no explanation regarding the prescription from the optician."
"Took my mother here last week. First impression was of lots of staff hanging around inside chatting, while ignoring us standing in the doorway at the 'wait here' sign."
"Came in to order some spare contact lenses and I was greeted by a girl who clearly didn’t want to be there."
"Hi, I booked an appointment for a recheck recently and they couldn't find my reports from September 2022."
"The two of them discussed the test results in technical terms between themselves while ignoring my mother."
"Refused to give a PD measurement arguing that it was against GOC regulations."
Efficiency and Timeliness
Pros:
"Afterwards, my new glasses were organised very quickly."
"A fantastic experience! Thank you to the staff who are working during these tricky times, your hard work is appreciated!"
"I ordered glasses with them yesterday and already been notified they will be delivered on Tuesday."
"Also I got told 2 weeks for my glasses to come in and they came in 3 days so bigger bonus!"
"An appointment had been made for both of us but there was a long gap between us. We asked when we arrived if they could see my wife earlier, which they kindly did as they were quiet."
"Always a great service. Been a customer for 8 years, contacts and spectacles. Very efficient, friendly and they always go the extra mile."
"I didn't have long to wait for my appointment."
Cons:
"Only knocked one star off because the wait time always goes over the time for the appointment - otherwise great!"
"Had to wait 25 minutes after the allocated appointment time and it was only after I asked how much longer we would have to wait that my daughter was seen."
"This store is the ultimate experience in chaos."
"No call back since, now 31st. Have rang several times, no one picks up."
"Very long wait for optician...40mins."
"I am still waiting for my eyeglasses since I had my eye test on the 24th of August."
"The quickest eye test ever. I would have hoped that more care would have been delivered."
Cost and Pricing
Pros:
"Thank you Sahir for a fast contact lense check up appointment which was thorough."
"Many thanks to Max who came over and told me of the special offer of 2 years interest free with free eye test and loss/damage insurance included."
"Also the frames are so much cheaper on line. Less than half price for the Tom Ford ones from other stores online."
"I hope it's £500 well spent."
Cons:
"I was told I couldn't have the frames I wanted. Was asked if I would like to spend 200,300, or 350 on lenses without any explanation of what the difference was."
"You pay for lenses that just don’t arrive and then when you go down to the store to try and pick up your reorder they can’t find them anywhere."
"For example I wanted my existing frames reglazed, this will cost £69.00 for frames I already own, almost twice what one of their other major competitors charge."
"If you want mess with your eyes then go here."
"As she likes her current frames I was going to see if we could just get new lenses, this was an option that they could accommodate but just to top it all off, she would have to be without her glasses for TWO WEEKS!!!"
"To my horror when I put them in I realised they weren't even my prescription lenses which caused pain and discomfort in my eyes."
"The Ted Baker glasses should have had maroon tinted lenses the same as the display glasses but the lenses were clear."
Facility and Cleanliness
Pros:
"Was greeted with a warm welcome and friendly manner as always, whomever greets you."
"Always so lovely and clean inside."
"The shop was spotlessly clean."
"An excellent service from very friendly staff. Information during eye test exemplary."
Cons:
"This store is the ultimate experience in chaos."
"Sadly we had yet another terrible experience at Gateshead's Vision Express."
"Don't waste your time. I took time off work to go here for opticians as I liked some frames and thought a second eye test would be a good idea."