Vision Express Opticians - London - Kingston upon Thames Reviews Summary

Customer Service

Pros:

• "Arnold helped me pick my frames. He was so helpful and showed great customer service."
• "All the staff I had dealings with in the branch were excellent and as this examination took place during the time of the Covid lockdown the hygiene preparation was first class."
• "The employees are very kind."
• "Rishi is fantastic. Very good advice, great fitting and very helpful."
• "Every member of staff (especially Samira and Raif) were fantastic."
• "The optician was delightful, friendly and very professional, as were all the staff."
• "Staff very friendly, served by two young girls, Erica and I think Sameria spelling not sure who helped me first very confident, very helpful, good explanation by both and knew exactly their work."

Cons:

• "I am really fed up listening to your staff lying everytime I go in store or call them."
• "The girl was even humming down the phone as if bored with the conversation."
• "Never see the same staff twice, not a happy customer."
• "The staff never answer the phone."
• "Bad customer service."
• "Even the manager Tom, who is supposed to be leading by example to his team makes false promises."
• "Never go to this shop again. Very poor customer service."

Product Quality

Pros:

• "I still read clearly with the glasses provided by you."
• "Glasses were made and I'm very happy with them."
• "Fit and lenses perfect. good value."

Cons:

• "I collected my first pair the CK one to only find out it had scratches on the inner part of the frame."
• "Ordered a pair of prescription sunglasses and spare nonprescription pair 3 weeks ahead of holiday. Get text saying ready so go in to find prescription pair have a scratch and the other pair aren't in."
• "They got my prescription wrong on my lenses and almost two weeks later, I STILL haven’t received the correct lenses."
• "A few days later I went to collect the cheaper pair and that was scratched too."
• "Incorrect prescription required a remake."
• "They lost them. I bought these in France and asked Vision Express to just change the lenses as i wanted to keep my frames."
• "I have special eye condition and I have to use varifocal lenses. i initially selected the frame but no advise on the frame size was given and when I got my glasses, distortion was over a large proportion of the lens that was not convenient to use."

Communication & Service Efficiency

Pros:

• "I make a point of booking my eye tests with Dan Khan."
• "Vision Express in Kingston however, clearly come out on top."
• "I was seen on time by a friendly optician didn't have to wait and all very clean."
• "Amazing service, same day last minute eye test."
• "Absolutely superb service in the Kingston branch. A very thorough eye test by the optician."
• "I felt well looked after and really appreciated the help I received in selecting new frames."
• "I was seen within a couple of minutes of arriving."

Cons:

• "I wonder how long I would have waited if I hadn't contacted them."
• "The eye check goes too quickly!!!!... she got too short with me when she said 'you are giving me different answers.'
• "I have rang 7 times over 4 weeks."
• "The amount of times they told me they would phone me back with an update is embarrassing because they never do."
• "Although the staff are very helpful, I feel that booking an appointment is pointless."
• "Went in store to order a new pair of glasses, and was expecting a call or email once they were in stock. 2 weeks later and zero contact."
• "Very long waiting times after glasses ordered; when glasses are ready they don't ever call you."