Glasses Direct Reviews

Name: Glasses Direct
Address: Gemini House, Hargreaves Road, Groundwell, Wiltshire United Kingdom, Wiltshire
Rating: 1.92

1.9 Rating 146 Reviews

21 %

of reviewers recommend Glasses Direct

Company Reviews

Questions

Metrics

1.9

Based on 146 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 45%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

08456 882020

Email:

ask@glassesdirect.co.uk

Location:

Gemini House, Hargreaves Road, Groundwell, Wiltshire United Kingdom
Wiltshire
SN25 5AZ

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Glasses Direct 2 star review on 1st September 2024

Christopher Morton

Glasses Direct 1 star review on 19th August 2022

Anonymous

Anonymous // 01/01/2019

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“Glasses broke, they agreed to refund and then followed up by saying it would be given in 3-5 days then when that passed, 6-10 then they just ignore my emails. No communication, no refund”

Helpful Report

Posted 1 month ago

“I had selected some super cheap (£9) frames that "price includes 1.5 index prescription lenses" But when I went to use my current prescription, their website only offered a lens package that cost £100 ! ! Chatting to their online help they suggested putting the order in with no prescription and sending it in later - even though my current prescription is registered on their site. It seems that the website " is designed to automatically recommend the most suitable lens package based on the prescription you have entered." which seems to mean lets add a premium package that multiplies total cost by 10. "... Certain prescriptions may require specific lens types or coatings to maintain optical accuracy and wearability, which is why some options may be unavailable for selection." Given the customer service person said they COULD do the glasses with my prescription making that option unavailable on the website seems to be remarkably bad customer service. To be fair - the person on the online chat WAS helpful, but not being able to order the glasses using the website just made this not worth the effort”

Helpful Report

Posted 1 month ago

“Got 2 for 1 from them, but didn't like to second pair so I sent them back for a change of style, they then said it would be £30 for an upgrade, which I said No to and now they are saying they need proof of postage, they send you the label and it's Freepost the whole set up is dysfunctional, better to just avoid customer contact will have you going around in circles for weeks!”

Helpful Report

Posted 2 months ago

“Waste of time and money. I am very stressed with this company and it is affecting my mental health. I've ordered 2 pair of glasses on their buy 1 get 1 offer, only received one pair. After talking to them I got told to send the pair back and order again. Very frustrating, but I've done it as I really needed glasses to be able to do my work. I have ordered the second time just to email me back a few days later that my glasses cannot be made. Half an hour after that email I have received an other email saying that my order is in the lab being made. Being very confused I gave them an other call and didn't really got an answer just that one pair they will do but not the other ( it was the same prescription) so did not have any logic. Because of that I told them to cancel the whole order as I had enough. I got reassured of cancelation and even received a confirmation email about cancelation. Yet 5 days later I have received an email that my order is on the way and my card was charged. When I called I got shaken off with a request a refund respond basically. Not helpful at all and just wasting my time. Here I am waiting for a pair of glasses to be able to send back so I can get a refund, yet I cannot do my work as I cannot see properly without glasses.”

Helpful Report

Posted 3 months ago

“I ordered 2 pairs of glasses that were too big so I sent them back. I received an email that they had received them. It now appears that they only received 1 pair even tho they were packaged together, how does that work?? In the meantime they are replacing the one pair with the same pair that was too big. The customer service is based in the Philippines and is shockingly bad, one person seemed to think t was funny when I explained, I can only guess this type of practice is a common occurrence. AVOID !!”

Helpful Report

Posted 4 months ago

“Having successfully used them 2 years ago I ordered two pairs with my new prescription. I chose the Gold package as on a fixed income but with cheapest £9 frames, which were fine previously. Spoke to an agent he assured me that my prescription fitted the Gold specs so I went ahead and paid the money. Then received an email they needed my PD measurement, called Boots Optician where I had my test they refused to give me the PD as I wasn't purchasing glasses with them. GlassesD said they could use my PD from 2023 order if they could find it. Called this morning after receiving an email saying they had it and could use it, but then went on to give instructions on how to do my own PD. Confused I called again and this time was told that they were increasing the price of £88 by a further £77 . I remonstrated that GD had my prescription details from the start and no mention of increasing by almost double had been mentioned in fact I was told I fitted the Gold Package. They offered to cancel with 5 days before money returned. In the last two hours I have had 3 more emails none mentioning the additional cost until the last one. I'm left with disgruntled Boots, no glasses and no money to start the whole process elsewhere.”

Helpful Report

Posted 4 months ago

“Totally hopeless after sales service. I am so annoyed with this company I could explode! I am sure they are fine if everything goes well but their customer service is very poor with staff seemingly unable to get a proper grip of complaint. So I ordered 2 pairs of glasses- the first and main pair were Kodak driving glasses which were dark in the top half and clear in the bottom - completely unsuitable for my computer work. The second pair were ordinary dark lenses with olive tints. I asked to change graduated driving glasses but told I would have to £65 extra which made no sense. Sent back the graduated pair only to be told 3 weeks later with no explanation my order had been cancelled. Just got off the phone having spent 2 hours trying to explain they had muddled up my order. They are refunding me £70 but I now have to back the other pair and told I will get a smaller refund then I should have. Total middle and completely fed up with this company. I should definitely have gone to Specsavers and will do so now although I am less than happy with them and recommend you think long and hard before you place an order with glasses direct.After all the wretched problems I think I should have had the whole fee refunded!”

Helpful Report

Posted 5 months ago

“Possibly fraudulent, I am actually considering a criminal complaint. Also a good illustration of why PayPal is a bad idea for questionable sellers. Paid for a 2 for 1 deal and they delivered only 1. They are extremely hard to reach and if you do get lucky, the approach seems to be to just shine you on. After 6 weeks I gave up and started investigating a dispute only to discover they had somehow booked the original order as a guest checkout while taking payment from my PayPal account. They had then cancelled and rebooked the order the day after delivery so it could not be traced via the original transactionID on the PayPal receipt - which means no access to buyer protection.”

Helpful Report

Posted 5 months ago

“Extremely poor post sales service! Glasses order on the 21st of October, now the 14th of November and the order is still "not processed. After phoning customer services several times, I have been given the same line which is "Your complaint has been escalated and one of our complaints team will contact you in the next 24 to 48 hours." I have been told this 3 times now and I am still to have an email replied to or be contacted about my complaint. I have been given no solid answer to why the order has not been processed after being called by someone on the phone that all the necessary prescription details have been added correctly and that the order will now be processed. This never materialised. I was also "offered" a As a gesture of our apology, we would like to offer you a one-time discount code, CSX40, which provides 40% off your next purchase with us." I'm afraid I find the above ludicrous due to the nature of the complaint here. We are discussing an extremely ongoing unsatisfactory experience with your organisation and you are looking to offer me a code which gives me 40% and is readily available on your website for a future purchase. With the level of after sale service I am currently receiving, why would I buy from your organisation again? Truly shocking post sales communications which have been riddled with lies, no follow ups to my calls and emails, and no solid answers or next steps in place at all regarding when the glasses order will be "processed." Order your glasses at your pearl with this organisation. You have been warned.”

Helpful Report

Posted 6 months ago

“They were fine at the sales stage and the glasses arrived quickly enough. However, the frames were built incorrectly and they'd somehow managed to put the arms on upside down! I have no idea how this passed their quality control, but when I called them I was told to return using pre-paid enclosures that came with the glasses. Fine, except they hadn't given me a returns label or an enclosure form. I have made four or five phonecalls to them over the last 3 months trying to get this resolved and they keep fobbing me off with 'it will be sent out in the next working week' but each time nothing is received. I asked for the returns address and if me just writing my details on some paper would suffice and pay for the postage myself - they were happy for me to pay the postage but wouldn't confirm the details I needed to enclose and just said 'use the form we sent you'. My last contact was by email when I asked to make an official complaint, had a template response saying about using the returns label and they didn't mention my complaint at all. They are absolutely disgraceful in their customer service. Naturally, the call centre is in India and you get someone who isn't interested in your call each time you phone them despite answering the phone saying 'how can I make your day better'. I will never use this company again.”

Helpful Report

Posted 6 months ago

“Will never use again! Asked for a prescription (although they had it) uploaded again and heard nothing for over 3 weeks. No response via email so I called to be told the prescription was too old...when were you going to tell me that!! The prescription was just under 2 years and says above the date "a further test is recommended in 24 months". I cancelled the order as they've already had my money for a month, lets see how long it takes to receive the refund.”

Helpful Report

Posted 7 months ago

“One fob off after another: Day 1 - ordered 2 pairs of glasses Day 8 - 1 pair arrives; got email from GD: "the other pair failed quality checks, no more frames available, please choose another pair" Day 9 - "ah, not that pair, they aren't available" (they were available); "OK, they are available, but we don't have much stock and if the laboratory gets it wrong again..."; asked them to suggest frames they would actually would sell me; finally decided on an alternative pair; many emails, took all day, exasperating Day 25 - 2nd pair arrives; they'd been ordered with XTRActive transitions lenses 'specially designed to provide the best extra darkness & the best extra light protection'; in direct sunlight they got about as dark as weak tea, but thought I'd give them a couple of weeks in case things improved Day 39 - told GD I wasn't happy; they said to return the glasses for repair Day 40 - sent glasses back Day 48 - got email from GD: "due to a system migration, we are currently unable to process replacements, exchanges, or corrections; our returns team have issued a partial refund; please allow 2-5 days" Day 53 - still no refund, showing 'pending' in PayPal Day 55 - still 'pending'; sent email asking why; reply email "If you have any questions or need further assistance regarding this refund, don't hesitate to get in touch with PayPal" Day 56 - message from PayPal: "Your refund is pending because the sender has issued a refund using an eCheque, which hasn't cleared their bank account yet"; pass this info back to GD Day 57 - refund finally received If all this looks like fun, then definitely try Glasses Direct. If not, maybe try somewhere else. Shame, because the first pair are OK; but I won't risk the hassle of returning them, meaning, I can't get a 2-pair discount from anyone else. I get the impression Glasses Direct started with good intentions many years ago, when it was set up by James Murry Wells. Since then, from what I can tell, it's been asset-stripped down to a shadow of its former self; currently called MyOptiqueGroup, one of many brands in a portfolio owned by an outfit called EssilorLuxottica. I managed to track down the MyOptiqueGroup CEO's details, and cc'd him on many of my emails to his Customer Service. There was never a reply, so I imagine he's hiding in shame - or is too busy counting his Ferraris to care. I'll leave that for you to decide. This is an anonymous review, because I don't want to be contacted by, or have to think about GD ever again.”

Helpful Report

Posted 7 months ago

“Ordered distance glasses and computer glasses. Received two pairs of distance glasses. Returned one pair asking for them to be exchanged for computer glasses. Two weeks later, they emailed: 'we are currently unable to process replacements, exchanges, or corrections. Since the returned pair was your free pair, no refund is due for that pair. However, we kindly ask that you place a new order online.' They expect me to pay again, then apply for a refund. I don't trust them to refund the money or get the lenses right.”

Helpful Report

Posted 7 months ago

“They are good and quick to sale you , But if you have problems with your glasses due to quality of the glasses,Then they will play with you That’s what happens to me, it’s two weeks I’m waiting for replacement of my glasses, Nothing happens Just waiting”

Helpful Report

Posted 8 months ago

“I ordered two pairs of glasses on an MSE promotion at £14. The distance pair were OK although run of the mill. The reading pair unfortunately (Remington) were absolutely awful. The arms were almost straight and extremely flexible, giving zero grip. This resulted in the glasses sliding down your nose at every slight head tilt. I didn’t return them as for £7 it just isn’t worth the hassle. I can’t believe they reached the production stage as they simply do not function as glasses.”

Helpful Report

Posted 8 months ago

“The technician it's send firts time the Lents out of frame I'm send back the glasses to repair and after about one mouth still I not have glasses and operator it's just lie to me I can reach the manager and don't want registration claim in my name and more Don't recomand they company.....”

Helpful Report

Posted 8 months ago

“I have used them for my last 3 pairs over a period of 5 years. Second and Third were Varifocals. I was not comfortable with the Second Pair, marked my center of eyes and several points. They change the Lenses without any questions asked to match the markings. On my third pair, one of the Nose Bridges came off after almost a year. I sent and added my Eye markings. The were a few millimeter out. They made a complete new set free of charge. And this was a Designer Frame with Transition and Varifocal.”

Helpful Report

Posted 11 months ago

“AVOID AVOID AVOID!!! AVOID AVOID AVOID!!!! THEY TAKE PAYMENT FIRST AND THEN ASK FOR A BUNCH OF PAPERWORK SAYING THEY CAN'T FULLFIL THE ORDER. SENT ALL PAPERWORK, APPARENTLY THEY NEED A PRESCRIPTION SIGNED BY THE OPTICIANS. NEVER HEARD OF THIS BEFORE, AND I CHECKED GOC REGULATIONS. COMPLAINT TO TRADING STANDARDS BEING MADE. NEXT IS THE FINANCIAL OMBUDSMAN. I AM NOE WAITING ON FULL REFUND. STICK TO THE HIGH STREET IF YOU WANT PEACE OF MIND. I ADVISE EVERYONE TO CHECK THE REVIEWS ON OTHER WEBSITES AND THEIR FACEBOOK PAGE BEFORE MAKING ANY DECISION OF USING THESE PEOPLE.”

Helpful Report

Posted 1 year ago

“Wrong prescription issued, not admitted to, even though there is confirmation on my account/order that computer prescription lenses were required. Very slow in responding and poor customer service. Inadequate reply to my complaint, by phone and emails. Their service has deteriorated as bought several glasses previously with few issues.”

Helpful Report

Posted 1 year ago

“Terrible - requested prescription and provided then stated they couldn't provide the glasses. Gave them with an opportunity to fix the problem but they failed to do so. Glasses never received.”

Helpful Report

Posted 1 year ago

Glasses Direct is rated 1.9 based on 146 reviews