Pretavoir - www.pretavoir.co.uk

I had an extremely disappointing experience with this company. The prices on their website were incorrect for at least five days — long enough for me to review, compare, and decide to place an order in good faith. I placed my order, received confirmation, and payment was successfully collected. Instead of taking responsibility for their own mistake, the company later informed me that they would not honor the order due to “wrong pricing on their website.” This was completely unacceptable, especially since the error was clearly on their side and not mine. To make matters worse, they tried to justify their refusal by saying that “the rest of the products are already low priced, so I am still getting a good deal.” This response was dismissive, unprofessional, and completely irrelevant — customers should not be penalized for a company’s pricing errors, regardless of how they view their overall pricing. Rather than apologizing or offering a fair resolution, they blatantly refused to fulfill the order and simply shifted the blame onto their system. There was no goodwill, no accountability, and no genuine attempt to resolve the issue professionally. If a business displays a price, accepts an order, and collects payment, they should stand by it. This company chose convenience over integrity and customer trust. I would strongly caution others before purchasing from them. UPDATE - They replied to my review and basically blamed me saying that you already knew that there is a price error. Then they took the high ground saying we are legally protected and the customer cannot do anything. Protected by law is one thing and giving a customer good service is another. Additionally No, I was not aware that there is a pricing error. Assuming the above shows the thinking and attitude towards the customer. Honestly would recommend everyone to just think twice before ordering from such a company which thinks they are doing the customer a favor by giving them a product at a certain price. Pretavoir is CHOOSING to sell at a price. Customer is ACCEPTING the price. It’s a transaction, not a favor. The company choosing not to honor that transaction is another thing altogether. Zero stars for attitude and customer service.

I have been using Pretavoir since 2012 and have bought several Oliver People's and now Cutler and Gross frames and use their optician service to renew or reglaze my lenses. They are always amazing and very good considering how strong my prescription is and getting anything wrong can cause issues for me. They always get things right from the photos I send them. I once had an issue with a frame and they resolved the problem in no time. I usually pay for the DPD service as I like to get my order the next day and it always works. Easy to contact via phone or email . I highly recommend them. Their service is excellent. They are now my go to opticians for all my frames and lens fittings. If anything needs to be back ordered, they make it clear and it is easy to contact and ask for any updates.

I ordered through Pret - as they were the only place offering zeiss sunglass prescription lenses. The order went through fine. But the aftercare is shocking. I just asked after i received my order about added extra insurance to my sunglasses. The support chat is very very slow. The support person couldnt find my order then got my order wrong. Finally they said I can have insurance on my pres. sunglasses. And proceeded to attach the 18£ automatically to my order without my consent. I wasnt aware this happened at the time. So my order is now showing as open and needing payment. Today i got another bad experience with chat support - slow and was told today that i CANTt get insurance on my sunglasses - quoted some manual read standard answer to me about it being available on normal optical and its been 25 mins now and still no answer back from them about which is the correct rule for my sunglasses and having the 18£ charge removed from my order. Really poor support experience and it makes me wonder if i had a problem - how many attempts would it take to fix it - its easier to get things right but its really counts how you fix problems or just plain simple questions.