Customer Service At Vision Express??

“Customer Service At Vision Express??”

Written on: 22/06/2012 by CV22 (2 reviews written)

The eye test itself - I cant fault it. But the after-sales "care" was terrible. Once I got pressured into spending nearly £300 on a pair of glasses, I returned home, realised I can get the same glasses cheaper..(the Transistion lenses were £70 per lense - where online and at SpecSavers they're around £40 per pair!)so I phoned within the hour of placing the order - to cancel it.

I was told by the store that they would put the order on hold and I would have to see the manager (who was on holiday) the next day. Not content with this I then phoned the Vision Express head office - as the order is on hold and not being processed...surely I can cancel it! Head Office stated the order was on hold. So just to make sure - I put the payment through my card, so I got the card provider to hold back on the transaction.

I spoke with the store manager on the phone the next day - they had no real customer service skills, stating that they would see what cheaper frame I could have - as the lenses are already done - even though the order was supposedly on hold!!

They also stated that Vision Express have a "no cancellation" policy. Meaning if you've changed your mind or don't want to go ahead with your order...its tough!--> Surely they should make the customer aware of this before paying for an order??

Having explained that the order was put on hold the day before, the manager just ignored me and stated that they would phone me back.

I was so angry that I got in my car and went to the store to speak with the manager directly. The manager tried to fob me off by saying "why don't you do some shopping and come back". After I explained that I had spoken to head office the day before, the manager suddenly left me in the waiting area and went to their office.

Half an hour later (with me filling in the time by loudly advising customers not to buy glasses from Vision Express) the manager returned stating that they had spoken to head office and can offer me £110 discount, no charge for the free eye examination - and still have the same frames that I had originally chosen! Gob smacked...that I got somewhere I agreed!

My original reason for going to Vision Express was because of some vouchers I'd received - Half Price Eye Test and 10% discount off glasses. BUT I was told I couldn't have the half price eye test...as they had booked me in for a photo eye test. Then I was told that the 10% discount is on the NHS frames only - which the store only had 5 NHS frames to choose from!

Once I got the phone call (which was also rudely done) to say that my glasses were ready for collection, I went to the store to pick them up. I was handed my glasses without the girl even checking that they fitted ok etc, then she abruptly said "Bye" as if to usher me out of the shop!

I'm just so happy that the whole situation is over. Never, ever, again will I use Vision Express!!!!