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

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

“I ordered prescription sunglasses two pairs for 22 pounds on offer on 24th June. I put my prescription on the page on my account. I got 3 emails asking for it, although it was still on. So I sent them details and took photos three times to get the order sorted out. I tried to ring and was on hold for hours. They don't answer the phone and you are charged for the call due to the tape they play. Now I just checked my order and they say it is in the lab, but they have given it a new number and doubled the price. I think they are going to say it went past the offer.....but they are not getting away with that. ...it still shows I ordered within the offer time and that the price is 22 pounds and not 42. I have been a customer for years, but if they play tricks like this I won't be a customer any more.”

Helpful Report

Posted 4 years ago

“Almost a month and still no glasses. Customer service was not helpful either told just to to wait as they have been dispatched, but could take a further 10 days. Was told up to 17 days as they are basic lenses but way past this. Will not use again.”

Helpful Report

Posted 4 years ago

“I placed an order of almost £160 in mid May (2020 so with Corona I expected delays) on the 30th of May I got an email saying it was out for delivery and should arrive in 1-3 business days (again I expected corona related delays). I still hadn't received the glasses by the 14th June, so I called customer service, having waited 35 mins on hold to speak to someone I found out they do not track the deliveries with Royal mail (which is ridiculous considering prescription glasses cost a lot). I was told they would send me a lost in post form via email so they could make a new pair and send it out. When the email turned up there was no attachment. I emailed them back informing them of this and the email was sent again but was again missing the attachment. This time I contacted them via Twitter as I didnt want to wait on hold for over 30 mins again, they did send me the lost in post form this way. Thankfully the glasses did turn up on the 16th of June. Honestly I don't think I will use glasses direct again”

Helpful Report

Posted 4 years ago

“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.”

Helpful Report

Posted 5 years ago

“Takes far to long it bin saying sent to laboratory for a week and it's stupid so I asked for a refund as takes to long and they take ages picking up the bloody phone what a waste of time and money . Avoid!”

Helpful Report

Posted 5 years ago

“Ordered 10 pairs of glasses over the last 5 years never had any problems. The last two pairs I got 2 months ago. One of the pairs had small scratches all over them, despite having scratch resistant covering. I returned them and was told I must have scratched them whilst cleaning and would have to pay another £40 to have them re coated with the same failed scratch resistant coating. Having worn glasses daily for over 30 years I know how to clean them and also realistic about the conditions lenses should be in after 2 months of wear! Very poor customer service. Avoid completely I know I will from now on.”

Helpful Report

Posted 5 years ago

“Smooth going from ordering to receiving my new glasses. Ordering was so easy. Kept upto date with regular emails. I love both pairs of my glasses and very happy with the quality. I will definitely use glasses direct again 🤓”

Helpful Report

Posted 5 years ago

“Excellent website. You can order your favourite frames and have them delivered to you to try for a week. You then send in your prescription details and place your order. You are sent updates every step of the way which is so useful. The delivery of my finished glasses was swift and efficient. My glasses were Rayban varifocals. Very reasonably priced. I highly recommend this company to anyone wanting reliable and efficient customer service together with excellent value for money. I love my new glasses.”

Helpful Report

Posted 5 years ago

“Glasses are OK but not happy with misleading marketing? They advertise the glasses coming with a really nice Timerland water bottle and this influenced my decision to buy. No water bottle arrives and initial response is "we will send them out". One day later I get a "sorry but none left" When I ordered there was nothing telling me that they had run out and they were still advertising the bottle. Not acceptable!”

Helpful Report

Posted 5 years ago

“I went to my usual high street opticians to purchase a new pair of glasses as my lenses were badly scratched, I was dreading the usual £350+ bill. However I decided to give glassesdirect a go! Thankfully I did, service was amazing....customer care outstanding. I received two calls from one of there opticians in relation to my order prior to them being manufactured. They arrived today and are unbelievable!!! Quality is fab and the lenses absolutely perfect!!!! From now on I will never visit the high street opticians again. Oh and the other thing....they were less than half the price of my usual opticians and included the top spec varifocal lenses with coatings. Thank you glassesdirect, you have a new loyal customer. (Leon Gingell from Newcastle upon tyne)”

Helpful Report

Posted 5 years ago

“Absolutely brilliant from start to finish. Free home trial arrived next day, ordered 2 pairs with a great price on thin lenses, they arrived 5 days later. Perfect and was very impressed with the call I got from an optician to check my details. You don’t get that from other online glasses retailers, tried one before this that id seen in the Metro and they were aweful. Well done glasses direct, have already told all my family to try you out!”

Helpful Report

Posted 5 years ago

“Rubbish quality control - both pairs of glasses had wonky arms on delivery. One pair was bent so wide you'd need two heads for it to fit on. Called customer service to see what happens if I return one - as it was buy one get one free on frames I'd only get £20 back from a total price of £75. If I wanted to spend £55 on one pair of wonky glasses then I'd have gone to a designer store and trodden on some.”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“Glasses were great on receipt and for a while, but gradually become a nightmare in just a few months :( The problem is that the (so called) scratch resistance is totally non-existent, leaving my glasses looking like they have been through sand paper!! I reported it to Glasses Direct and sent them back to be checked and of course remedied. Yet they just said there was nothing wrong with them and sent them back to me :O I have got reading glasses that I wear every day and just stick them in my pocket (no case) that I have had for years. These have not one scratch on them. Yet I keep my Glasses Direct glasses in a case when not worn and only ever use proper glasses cleaning cloths on them at all times. They are a very poor company :(”

Helpful Report

Posted 5 years ago

“I’ve purchased about ten pairs over the years. The current pair have lasted 5 years and I’m only replacing them because of a slightly updated prescription. I’ve ordered some Ray-Bans and with extra thin lenses and tints they were only 160£. Look brilliant and didn’t take too long either.”

Helpful Report

Posted 5 years ago

“Really helpful and really good communications, quick delivery and updated you on the process of my order”

Helpful Report

Posted 5 years ago

“Don't be fooled by the low prices...the saying "if it sounds too good to be true"...is 100% relevant here! I ordered 2 pairs but only one pair arrived. Despite numerous attempts to explain this, I just gave up as no one really seems interested. A bad job. I'd sooner pay a little more, get better quality and get what I ordered!”

Helpful Report

Posted 5 years ago

“If I could give this no stars, I would. I ordered the glasses a bit over a year ago and have worn them every day. I recently started having a lot of eye pain, dizziness and feeling sick. Turns out, the glasses I ordered from here are not even CLOSE to the prescription that I sent them. The two lense strengths are the same (shouldn't be) and 0.5-0.75 weaker in both eyes than what is on the prescription I sent them. Tried to get a refund and was told I could send the glasses back, but at my own cost (I am now living abroad, paid the postage for this in the first place and the return would be as a result of their deception, why should I?) and that the refund wasn't guarenteed anyway. Complete waste of money, rubbish customer service, just sending you any glasses you could get in a supermarket for a marked up price. And my eye health has negatively suffered because of it. Disgusting.”

Helpful Report

Posted 5 years ago

“The glasses are a great price but that really shows in the quality (or lack thereof). Initially I was happy with my purchase but the frames are extremely flimsy and one lense has popped out on a few occasions. The worst part is the lenses themselves which get very easily scratched (despite being advertised with an anti-scratch coating), even if you only clean with the provided microfibre cloth. I tried to get a replacement pair but they refused, instead blaming me for mishandling. A second pair I bought (sunglasses) are also flimsy and there is a chip in the plastic frame. All in all, the low price does not compensate for the poor quality of these glasses and you may be left looking for new ones after 3 months. Not Recommended.”

Helpful Report

Posted 5 years ago

Glasses Direct is rated 1.9 based on 146 reviews