Glasses Direct Reviews

Name: Glasses Direct
Address: Gemini House, Hargreaves Road, Groundwell, Wiltshire United Kingdom, Wiltshire
Rating: 1.97

2.0 Rating 138 Reviews

22 %

of reviewers recommend Glasses Direct

Company Reviews

Questions

Metrics

2.0

Based on 138 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 46%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 1 month 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 1 month 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 1 month 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 2 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 2 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 3 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 3 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 3 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 6 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 6 months 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 7 months 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 7 months ago

“Well I have to give credit where credit is due! I was quite surprised to find all these negative reviews here - maybe it's the case that someone is more likely to complain, than they are to give a compliment. But my service has been excellent so far. I had 4 trial pairs, with free flrefundable postage. Out of which1 was great, so I did the BOGOF offer with 40% off, ended up paying around £50 quid for 2 pairs of glasses woth a prescription. Bargain! They sent me messages all through the purchase process, and the prescriptions I ordered came within 3 days. The glasses feel as strong as any sub £120 frames I would buy from specasavers etc, I mean maybe they will fall apart but I've been wearing them for a few days and they seem good quality! So here we are, my 5 star review which is apparently different to everyone else's experiences!”

Helpful Report

Posted 7 months ago

“I returned my Varifocal Kodak Transition glasses back on the 25th March regarding a fault with the transition coating under warranty. I haven't heard anything from them since!! I have telephoned on three ocassions and been told exactly the same..... "Do not worrry, this is being dealt with but unfortunately we do not have direct access to the 'Returns Dept' !! You will be contacted by return by email" Nevertheless, no emails! Agents seem unable to esculate issue to higher level I suspect the call center isn't UK based as all agents have been really difficult to understand. I sincerely hope not, but I suspect they may have been lost. I've made numerous purchases from Glasses Direct before without issue, but they do appear to have gone downhill !!”

Helpful Report

Posted 7 months ago

“Spent a lot of money over the years with Glasses direct and unfortunately it hasnt been without problems . Things that have failed are Lenses anti scratch coating peeling just after warranty Another pair the Weld or glue holding metal frames together literally came unstuck again just out of waranty and now the latest issue from a pair of Doran Purchased in march last year at a cost of £154 have now failed and frame has split on right corner above lense again just oustside warranty . Really not impressed Ill update review with outcome of Glasses direct reply regarding replacement of 13 month old glasses, If you buy from glasses direct you will buy again next year .Here is my order history over last four years .. Think carefully before you purchase from Glasses Direct. RAYBAN MAY 21 "FAILED" Lasted until Aug 22 DIGBY AUG 22 "FAILED"Lasted until March 23 DORAN March 23 "FAILED" Lasted until april 24”

Helpful Report

Posted 7 months ago

“absolutely diabolical service, glasses were incorrect so sent back over 2 months ago and they are still looking into it, they ignore emails and cant help on the phone,ORDR26069716 Buyer beware!”

Helpful Report

Posted 7 months ago

“Ordered a buy 1 get 1 pair glasses online. When i first went online it stated vari-focals as a choice free with any glasses £49pound upwards , went through the ordering process filled in the prescription part went put order through £77 pound great. 5 days later glasses received prescription glasses only not so good. Got in touch with one of there team told her i'd chosen the varifocal promotion and she stated oh yes i can see the promotion voucher had been chosen but opticians had not been applied , please send back and will be corrected at no extra cost. Mmmm get a e-mail that to send out the new order i would have to pay an extra charge of £49 . Phone them and talk of being contradictory she informs me that the code had been applied but of the amount £176 . Pointed out the price at ordering was £77 which she confirmed , but the price was now the higher price because change of order. Nuts to you refund me please .”

Helpful Report

Posted 10 months ago

“Are they going bust? I have had many pairs of glasses from them but something has gone wrong there, after weeks they are asking to see my original prescription. BEWARE”

Helpful Report

Posted 10 months ago

“I have sent my prescription glasses back twice and just received a reply saying the frames I ordered are out of stock yet I can go on the website and order them. I think they are just not willing to correct them and looking for a way out. Very disappointed 😢”

Helpful Report

Posted 1 year ago

“Ordered glasses in the hope they would be delivered by 10 days as advertised. 2 weeks on and still no progress.”

Helpful Report

Posted 1 year ago

Glasses Direct is rated 2.0 based on 138 reviews