Glasses Direct - www.glassesdirect.co.uk

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Glasses Direct - www.glassesdirect.co.uk
★★★☆☆
3.5
64.0% of users recommend this
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Latest Reviews

“Begruding spinsters - avoid them!”

★☆☆☆☆

written by chrishardyuk on 05/12/2023

Ordered the items on their Black Friday special. Mucked about being asked to send in confirmations of prescription, of PD and otherwise for a few days it takes for them to then respond, then about 3-4 days later, I get an email from the same in begrudging, telling me the frame was out of stock and to pick another one. I got the impression from the onset with their first email in that I had already submitted the prescription with the order, they didn't like giving the Black Friday discount, so why offer it in the first place (begrudging witch central). Intentionally slow and obstructive at refunding as well.

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“Terrible Customer Service”

★☆☆☆☆

written by THGuitar on 16/07/2023

I ordered my glasses on Friday evening, 30th June 2023 and had an email requesting they require a new prescription. No problem GD. I made an appointment on Monday morning, 3rd July 2023. My prescription had changed so I rang GD at around 10am. They requested I email a picture of the prescription. This was sent and confirmed for the glasses by 10:14am. Glasses arrived on 8th July with the old prescription even after being told that everything was sorted. Rang them, they've told me I would need to send them back for inspection, annoying but makes sense as I can't be compensated without proof. Glasses were returned and arrived with GD on 12th July (returned glasses on 8th but due to weekend, post office weren't open Sunday to start delivery process). I was emailed on the 15th July stating that they got the correct prescription for my order. My new prescription that was sent and confirmed by GD were -1.75 in both lenses, the lenses that arrived were -0.50 (stated on the letter the glasses came with). Being told I was wrong having this information was obviously very frustrating. I asked them what prescription they had, they emailed the date of the prescription, so I asked again so we can confirm whether they have -0.50 or the correct and confirmed -1.75 and they responded that a dispensing optician will review the lenses... again. I was then asked on the 15th July for a copy of my prescription. This was sent and confirmed by GD on 3rd July. Please bear in mind I'm not speaking to the same person throughout this, it's a different person picking up the email and confusing things further. I've spoken to about 7 different employees. A copy and paste reply was then sent to me saying exactly what they said a day before. An email today reading (also a copy and paste reply) saying they have received my glasses and they are waiting to be processed ... this could take 2 weeks. Meaning at the latest my glasses will arrive on 30th July. A month since ordering the glasses completely missing them for my holiday and of course a month wearing old glasses with the wrong prescription. I've come to Trust Pilot because this is just terrible. I didn't want to delete my 5 star review and write this but the responses from GD never gave clarity on the situation. Only an apology for what was Glasses Direct's error in the first place. Again, new prescription confirmed via email before the glasses were sent out. No refund/partial refund, no real care, no compensation, just various employees copy and pasting replies given to them by the company. Do not order from here, just go to Specsavers, Asda, Vision Express so you can communicate with someone in person. I will never be ordering/recommending Glasses Direct ever again despite singing their praises to anyone needing glasses since 2017.

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“Poor service”

★☆☆☆☆

written by notever58 on 03/05/2023

Took money for out of stock glasses. Wanted to charge me extra for choosing another pair. Bad experience will not be ordering from them and would advise caution.

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“Almost two months to arrive and still like jam jars”

★☆☆☆☆

written by grForbes404 on 09/02/2023

I ordered on 19th Dec and specifically added notes and email them regarding a particular prescription requirement. Glasses arrived around 30th Dec and they were thick as jam jars (I had ordered high index) and the prescription details had been ignored making one lens much thicker than the other. I sent them back 6th Jan and the amended glasses only just arrived today 1 month and three days later. I previously contacted them to get a refund and they offered £30 ish on an £85 order. Apparently, because I bought two pairs and they decided these glasses were the free ones.

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“Worst Customer Service Experience I've Ever Had”

★☆☆☆☆

written by Mattinglyuz316 on 07/02/2023

What a nightmare. I ordered 2 pairs of glasses. They took 3 weeks to prepare. They arrived completely broken. I sent them back to GD to get a refund, and have now been waiting for weeks to hear back. This has prevented me from getting glasses for weeks.

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“Customer service is an absolute joke”

★☆☆☆☆

written by Abdulnk on 20/12/2022

Absolute joke. I ordered my glasses on the 23rd of November, to be told today 20th of December that they are out of stock. I have called multiple times and not once was this information passed on to me. Bearing in mind both calls were to complain about how slow this whole process has been. The first time i found out they had forgotten to process the order which i had to call them to remind them about it. The second was to enquire about why all pairs ordered haven't been processed to which i received a response saying they're out of stock. What a disaster of a company. There solution is find a new pair that was the same price. 1 I don't know what price range I can look for, will i be refunded​ if its cheaper. 2 who tf do i contact? it was a no reply email. PS. their lines are down so I cant call them

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“PLEASE TAKE CARE WHEN ORDERING”

★★☆☆☆

written by Spot12 on 27/05/2020

PLEASE TAKE CARE WHEN ORDERING - LOTS OF PRICES AND DEALS QUOTED ON WEBSITE, CAN BE MISLEADING AS IT IS NOT MADE CLEAR THAT THE SECOND PAIR THEY ARE OFFERING ARE ONLY SINGLE LENSES. We order from their 2 for 1 package, which offered a free second pair, plus we received a Thank you for subscribing which offered us another £33.00 off. When order received only one pair varifocals (we paid extra when ordering for the varifocal lenses). The other pair was just plain lenses and they were the wrong lenses completely, I could not even see through them !! These were returned and a new pair of varifocals was promised to replace them. Then I received an email requesting further payment for the second pair of varifocals. At no time during the purchase process did it explain that we had only order and paid for one pair of varifocals. This was not made clear on the order confirmation or on subsequent emails requesting details of our prescription and varifocal distancing etc., When I went through the purchase procedure online with each option we requested varifocal lenses for both pairs, I had no idea I was only going to receive one pair of varifocal lenses. The website needs to make this clearer to customers, I have now waited several weeks for the order to be completed only to be required to pay extra for the second varifocal lenses glasses. As a new customer I am very disappointed with my order and the demand for further payment.

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Ianm1955's Response to Spot12's Review

Written on: 18/12/2020

Fully agree, I have no found them to treat their customers fairly when there are problems. Only would give me a partial refund when I had to return a pair of faulty glasses. TAKE CARE when you buy from them!!!

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Spot12's reply to Ianm1955's Comment

Written on: 18/12/2020

Sorry you are experiencing problems with them, thought they might have addressed these issues by now !!

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Was this review helpful? 3 0

“Shocking service -jokers”

★☆☆☆☆

written by Kaden59 on 21/12/2019

Shocking customer service Ordered had it confirmed and waited 3 weeks when I chased It their attitude was “oh well” “ do you want to cancel” Refunds the much longer to get back than they took the money - bunch of jokers There are so many retailers that now do this I would recommend someone else if you want to get something or like the service

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“Hardly any guarantee”

★☆☆☆☆

written by Alysonx150 on 17/12/2019

Buyer beware! Normal glasses are only covered by a 30 day guarantee!. Therefore if they become defective after this period they will not replace them. If you buy cheap, you will get cheap. Avoid as it's just not worth having sub standard glasses

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“AVOID THEM”

★☆☆☆☆

written by KeithAstle on 25/05/2019

AVOID. Placed an order on the 30/04/19, got an email saying there was an issue but before I could phone another email sent out implying that they had started the glasses on the 1/05/19. Today, 25/05/19, I see in my inbox another message saying they have not even started them at all. Made it clear and sent an email demanding my money back within 7 days or I will sue them. Will go to specsavers instead as you do get them fairly fast. Turns out Glassesdirect.com is not that cheap anyway once you add all the extras on you get as standard.

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“Problem with refund”

★☆☆☆☆

written by gkCross95 on 25/04/2019

I too ordered the "free" home trial glasses(just frames, not prescription lenses). They were not suitable so I used their supplied free returns label and sent them back within the specified 7 days. That was 3 weeks ago now -no refund. They claim they didn't receive them. The only way to foolproof this is to pay for signed recorded delivery yourself for the return (which as you have to pay for,is therefore not "free" at all!) Was I just unlucky or is this a deliberate thing?

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“Free trial deception”

★☆☆☆☆

written by O'Sullivantj162 on 11/11/2018

I saw their add on two pairs for £19 with a free trial. Spent two hours choosing. When through order process and gave my debit card details only to find they took an immediate payment of £19 before order was completed! It took less than a minute for them to withdraw funds. The free trial is not free you have to pay for the glasses before you receive them without immediate payment they will NOT allow your order to go through. ONE BIG DECEPTION so I have warned fca and advertising standards commisson for false advertising and miselling.

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“Not good feedback from customers”

★★☆☆☆

written by on 10/03/2018

I was going to purchase 3 pairs of glasses from glasses direct but after reading customer reviews I’m left very sceptical it looks to me the management of this company should listen to customers at a more in depth level & try to understand there grievances then feedbacks would be a more 5 star rating

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“100% Perfection”

★★★★★

written by logancohen13 on 28/07/2017

The whole experience of using Glasses Direct was first class from choosing four frames for a home trial to ordering a pair of varifocles and sunglass varifocles. My order arrived within a week and the lenses were light and thin and the frames fantastic. I do not know why anyone would buy glasses on the High St. I had been quoted over a £1000 for similar glasses in a well know opticians which I thought ridiculous.

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“Terrible service with orders”

★☆☆☆☆

written by Ade1941 on 19/06/2017

Recommended by a friend who clearly loved them to bits !??. My experiance was blighted by their quibling over my prescription, the second order I made within a few weeks of registering my account saw another problem with my prescription. This time I had to get another eye test before they would do my order ??, the one I supplied was valid for another year, and these tests are not cheap if you have to pay for them !. As some of the high street opticians, eg Specsavers, do a fare discount as well plus accept your prescriptions, do the fittings and all other aftersales stuff. I requested they cancelled the order as they were not prepared to complete it with my, perfectly fine, current prescription !. I would recommend finding a good high street opticians who are reasonably priced.

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Was this review helpful? 3 0

“The most useless, clunky website… but they don't care”

★☆☆☆☆

written by on 28/04/2016

I have tried to get glasses from Glasses Direct, and had previously used them years ago. The problem is their awful website. It's lousy on an iPad, that's for sure. Deleting and moving items in and out of the basket is so slow. I have emailed them, but nothing. Yes, I know that thousands of people Do find them great, but this customer just can't enthuse.

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“Optics”

★★★☆☆

written by macboy on 10/02/2016

I ordered glasses and when I received them they seemed ok for reading. However, for some strange reason all reading sheets including my laptop screen appeared to narrow towards the bottom. I have NEVER experienced this before with glasses even off the peg reading glasses. I suspect there could be problems with some of their optics.

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“Refuse to process my order”

★☆☆☆☆

written by 283Larkin on 03/02/2016

This company select their customers. I ordered varifocals and was refused because I cant produce PD. Whilst on their website it is clearly states that they WILL make one using average PD, After few emails, I asked them to just refund me since they seems to refuse helping me. After that they hide behind Opticians Council regulations. I have paid this in advance in FULL! I have provide the copy of my prescriptions. They still refuse to help me.

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“ Glasses Direct specs broke after 3 months”

★☆☆☆☆

written by on 23/07/2015

I bought 2 pairs of specs from Glasses Direct for £19 plus delivery. I was very pleased initially. Then a lens popped out of one side of the plastic frame (which seemed a bit stretched) and the glasses snapped at the bridge when I tried to ease it back in (gently). When I contacted Glasses Direct they offered another pair for £18.30 (more pro rata than the first pair cost!) as a "good will gesture"! It would be almost as cheap to buy another 2 pairs but I am very disappointed by the quality and aftercare and wont buy from them again. I wondered at the time of ordering whether there may be quality problems with the popular frames being sent out on home trial so many times before being purchased, and I guess I found the answer. :(

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Annie-C's Comment

Written on: 28/07/2015

Updating to say that Glasses Direct later agreed to send a free replacement pair and that these are of satisfactory quality - thanks Glasses Direct.

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“Would not look any further than glassdirect ”

★★★★★

written by Kenneth2161 on 25/06/2015

I bought my glasses from glasses direct also took advantage of the free sunglasses they kept me weĺl informed by email. As to what was happening with my ordered and delivered on time I can not fault the copy in any way you can not better what is perfect.I also saved over £400 by going direct to glassesdirect Mr Kenneth southwell maryport cumbria 10 out of 10 for me well done and keep up the good work .

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