Address: Unit 337, Lakeside shopping centre, W Thurrock Way, West Thurrock, Grays RM20 2ZH, United Kingdom
Phone: +441708860300
Rating: 4.4
based on 131 reviews.
Customer Service
Pros:
"Really good service particularly by Layla who off her own back found me a pair of glasses I preferred to the ones I had chosen."
"As always a fantastic knowledgeable experience from the Team at Lakeside, been going there for over 10 years now and as a family know my children and never had a problem."
"I would just like the thank the team at this lakeside branch of vision express for the professional and friendly service they provide to me and each member of my family on my recent visit."
"Oumaima’s keen eye for detail and her ability to understand my needs made the process smooth and enjoyable."
"Had a pair of sunglasses that broke and dropped them it to be repaired. Waited a week and then got a text to say they are ready picked them up their morning and wasn't charged for them for a small fix. Wonderful service and thanks for fixing them."
"The manager was very apologetic and helpful. The eye test was very good. Friendly and professional. First class."
"The lady I approached was so helpful and booked me in with a 45 min wait which I think is amazing for somebody without an appointment :)"
Cons:
"Price always good, staff friendly, but I needed replacement lenses (I am a direct debit customer so get free replacements for damaged lenses) as I have none left, NO ONE ORDERED THEM!"
"However, the sales staff and sale tactics were very poor. Pricing system not clear at all."
"Absolutely appalling service. Cancelled our appointments as someone was on long term sick."
"Came in this branch, The employee was serving another customer at the time. She can clearly see me and still didn't say anything, I've waited 10 mins and I still didn't hear anything from her."
"This store has the worst customer service ever. They never pick up the phone and when they do they are just plain rude."
"Sales staff when purchasing glasses and collecting was quite rude and appeared they didn’t want to be there."
"The WORST CUSTOMER SERVICE FROM THIS STORE."
Staff Professionalism
Pros:
"The service has always been impeccable from that branch that's why I return time after time even though I live in Hertfordshire... On my last visit I was looked after by Nosheen who was a real pleasure to deal with."
"Great customer service from Jane. Very helpful when it came to choosing my glasses."
"Both ladies were great and in particular Jane who helped me choose a new frame. So friendly!"
"The optometrist Nikal Jeyakumar, was extremely thorough and decided to refer me for further testing."
"The ophthalmologist was fantastic! Very good service absolutely professional and talked me through the whole process, couldn’t rate him more."
"KATARINA at the Lakeside Shopping Centre deserves Employee of the Month, for her outstanding customer service and professionalism."
"Jane was amazing, so personable, funny and very patient with me which my decision making."
Cons:
"Seen staff throw box of contact lenses on floor..... Just found out it was the team leader I spoke to when came in, clearly did not tell the optometrist was waiting for collection."
"Better staff training needed, poor internal communication I would imagine."
"Will be getting sunglasses elsewhere as don’t want to pay double the price without warning and will be going elsewhere in future as a result of poor sales tactics and attitude of staff."
"The staff are actually clueless and lack communication skills and don't know what they’re doing. I have been sitting here for 20 minutes waiting for assistance and no one has bothered to come and help me."
"It's not like there weren't any workers around - 2 assistants were basically doing nothing and taking no notice of the queue - we might as well have been invisible."
"Staff unprofessional, was ignored and paid no attention too while browsing for new frames so no help was provided."
"Very poor customer service and communication. Very rude and incompetent."
Product Quality
Pros:
"Amazing - from the moment I put them on, I could see clearly. No distortion and the fit was fantastic."
"Hi today I went in to the store and had a great help from Laura she was fantastic helpful with everything she really new her stuff."
"The eye test was very professional and much more modern to what we have had before."
"The journey began with an eye test that was both efficient and comprehensive, thanks to their performant equipment and the expertise of the optician."
"I had no trouble quickly finding comfortable frames for my new prescription from the large variety in stock."
"I was not rushed to choose my glass frames and 2 or 3 staff helped me pick the right frame."
"I experienced a high level of competence and strong customer service with good value for money."
Cons:
"Went to get my glasses fixed, although on seeing them, the lovely Nosheen advised fixing wasn't possible."
"Advertised as covid secure, this place was not covid secure, there was loads of people in there when I went for an eye test, people were trying on glasses."
"Only the glasses came and not the sunglasses, apparently they couldn't source the frames, but the glasses and sunglasses were the exact frames."
"We wanted sunglasses too but due to my mum's prescription, it was very limited to what she could have."
"Sadly when I received my glasses 2 weeks later the lenses were wrong so I had to go back to store and they have now been sent away to be rectified, another 2 week wait."
"So my mum received her new glasses and couldn't see anything close up! Well the incompetent staff member who my mum did the order with had got it wrong."
"Never has the slogan 'should have gone to Specsavers been more accurate' overall v poor quality and disappointing service."
Accessibility & Communication
Pros:
"The lady who tested my eyes seemed to know her job well and the lady who ordered my glasses was very friendly. However I really struggled with the excessively bright LED and didn't pick the right frames as I needed to get out!"
"The customer service provided by both Hani and Oumaima was excellent and I'm very happy with both the contact lenses and the appointment overall."
"Kirischnny P was very patient and offered constructive feedback to help me select both my glasses and sunglasses."
"Tamjid and Nosheen we’re absolutely brilliant - I had to be retested after a mishap at another vision express branch."
"My eye exam was comfortable and everything was explained to me thoroughly!"
"Nosheen was friendly, knowledgeable and provided excellent customer service."
"Laura offered some great advice to my 10-year-old daughter and treated her with real respect - this really made my daughter feel special."