Vision Express - Reviews and experiences

a sales assistant who kept steering me toward add-ons (special lenses, care plans) and didn’t really listen when I said no. Worse, he entered the same prescription details twice for one pair even though I’d chosen two different frames, which meant extra trips back and redoing things and then an extra week waiting for both pairs. I use these glasses every day for commuting and work, so the delay was a real inconvenience. I’m glad for the optician’s competence, but the sales handling and paperwork errors left me frustrated — I’m less likely to return unless that part improves.

clear follow-up calls, paperwork handed over right away, and she even nudged me towards the right treatment and surgery timing. Delivery of info and support felt seamless (and a bit rare these days). The reception team was polite too, so the customer service all around was solid. I left reassured, grateful and honestly a bit relieved — it made a big difference when I needed someone to really care.

I got glasses that work in the end, but it shouldn’t have taken months of pestering. I needed new specs for work — lots of screen time and driving — and after almost 40 years of wearing glasses I expected more competence. At first I was flat-out sceptical: wrong prescription issued, two pairs came back damaged, and every trip to the Bromley store felt like starting over. Staff kept promising callbacks (three times they said they’d call and didn’t), and when I pressed they’d dodge questions or tell me “it happens with children” — I’m an adult, been wearing glasses forever. Multiple complaints, no refund for the broken frames, and a lot of obvious file mistakes. That said, after escalating to higher-ups and going back repeatedly someone finally corrected the lenses and fitted a replacement frame — not a clean process, but it ended up usable. So I’m satisfied enough to keep them, but only because I pushed hard and kept records. If you try this place, document everything and be ready to follow up; don’t rely on their promises alone.

light, the frame colour was spot on and they felt comfortable right out of the box. I got two pairs and paid a fair bit for what the optician called higher-end lenses. Within about six weeks I noticed three parallel scratches on one lens. That’s the part that annoyed me — I really baby my stuff, so I was surprised and puzzled. Took them back to the shop expecting at least a replacement lens or an apology, but staff were polite and then curt: apparently “scratch resistant” doesn’t mean scratch proof and they wouldn’t cover it. I complained to head office and got basically the same answer. On the plus side, delivery itself was prompt and the packaging looked neat, so it wasn’t late. Still, the whole customer service loop felt like a shrug; for the money I’d at least expect a better warranty response. I’m left wondering whether the lenses are just low quality or if something happened in transit, but either way I won’t be ordering another pair from them soon.