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Glasses Direct Reviews

2.0 Rating 123 Reviews

24 %

of reviewers recommend Glasses Direct

Company Reviews

2.0

Based on 123 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 44%
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

Read Glasses Direct Reviews

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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 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

Glasses Direct 1 star review on 19th August 2022

4

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have now sent several queries email to glasses direct an order placed and paid for on the a month ago. They were keen enough to take the £300 but seemingly not interested in to reply to my questions – simple question what is the current status of the order, if you can not fulfil it then cancel and refund the order ?. no reply and. No reply on the Phone and no refund. They used to be good but I will not be using them again as communications is poor and you have to be carful as headline costs escalate when you add "extras" - cheaper and better service from independent can be obtained from independents on the high street”

Posted 3 years ago

“Glassesdirect have not acknowledged return of glasses. Glassesdirect do not answer the telephone. Glassesdirect have not replied to emails. Glassesdirect are not a company I will trust ever again.”

Posted 3 years ago

“Initially I was very impressed with the idea of Glasses Direct, and I loved the choice of frames. It’s unfortunate that when I eventually received my glasses, I couldn’t see because the alignment wasn’t right and the prescription on the right lense was also wrong. I returned them weeks ago after a very costly phone call, but I’ve heard nothing. You just get an automated email, which they don’t follow up. I’m very disappointed with their lack of communication and their bad customer service.”

Posted 3 years ago

“Ordered two pairs 8th January 2018 and at end of February have still received nothing other than excuses. When you telephone them (last week) they have a pre-recorded message saying that they are so busy answering emails that nobody is taking calls. Clearly going out of business.”

Posted 6 years ago

“Do NOT buy from these. I purchased 3 pairs of glasses: One badly made, one hurt my nose and one I didn't like. I returned all 3 pairs, asking for a refund on 1 pair and alteration on the other 2 pairs. Over the last 5 weeks I have had several different excuses regarding the whereabouts of my returned glasses. It started with them saying they've returned 2 pairs and refunded 1 pair. After many emails back and forth, they said they'll deal with it. Now they're saying they haven't received my glasses, despite me seeing on royal mail tracking that they back in mid January, along with their claim to have returned them to me. It's infuriating. I just want my glasses/refund. What's going on?”

Posted 6 years ago

“Deleted my 5 star review from 2017 as the company have been completely incompetent. Such a shame as I've been purchasing glasses from here throughout the years. I ordered my glasses on Friday evening, 30th June 2023 and had an email requesting they require a new prescription. No problem GD. I made an appointment on Monday morning, 3rd July 2023. My prescription had changed so I rang GD at around 10am. They requested I email a picture of the prescription. This was sent and confirmed for the glasses by 10:14am. Glasses arrived on 8th July with the old prescription even after being told that everything was sorted. Rang them, they've told me I would need to send them back for inspection, annoying but makes sense as I can't be compensated without proof. Glasses were returned and arrived with GD on 12th July (returned glasses on 8th but due to weekend, post office weren't open Sunday to start delivery process). I was emailed on the 15th July stating that they got the correct prescription for my order. My new prescription that was sent and confirmed by GD were -1.75 in both lenses, the lenses that arrived were -0.50 (stated on the letter the glasses came with). Being told I was wrong having this information was obviously very frustrating. I asked them what prescription they had, they emailed the date of the prescription, so I asked again so we can confirm whether they have -0.50 or the correct and confirmed -1.75 and they responded that a dispensing optician will review the lenses... again. I was then asked on the 15th July for a copy of my prescription. This was sent and confirmed by GD on 3rd July. Please bear in mind I'm not speaking to the same person throughout this, it's a different person picking up the email and confusing things further. I've spoken to about 7 different employees. A copy and paste reply was then sent to me saying exactly what they said a day before. An email today reading (also a copy and paste reply) saying they have received my glasses and they are waiting to be processed ... this could take 2 weeks. Meaning at the latest my glasses will arrive on 30th July. A month since ordering the glasses completely missing them for my holiday and of course a month wearing old glasses with the wrong prescription. I've come to Trust Pilot because this is just terrible. I didn't want to delete my 5 star review and write this but the responses from GD never gave clarity on the situation. Only an apology for what was Glasses Direct's error in the first place. Again, new prescription confirmed via email before the glasses were sent out. No refund/partial refund, no real care, no compensation, just various employees copy and pasting replies given to them by the company. Do not order from here, just go to Specsavers, Asda, Vision Express so you can communicate with someone in person. I will never be ordering/recommending Glasses Direct ever again despite singing their praises to anyone needing glasses since 2017.”

Posted 9 months ago

“Customer service is terrible, no reply to emails, waiting 40 plus minutes on hold and then when answered felt like I was being fobbed off, promised to send email but never did. Never again”

Posted 1 year ago

“Received my glasses this morning.They are absolutely beautiful, amazing value and they are exceptional quality. Will definitely be buying more in the future.Lots of choice to suit all tastes.Amazing value,brilliant service,thank you.”

Posted 3 years ago

“Ordered a pair of Tiffany glasses a week before Christmas heard nothing then received update said they were sent to lab then took another week to say they were on way then nothing phoned them sat waiting for nearly an hour spoke to gentlemen who said they were being delivered by ups then told me ups had sent them back said he would look for them have them sent out with royal mail 24 hour tracking again heard nothing phoned again waited another 40 minutes spoke to a useless lady said she had to speak to Sam she phoned back told me couldn’t find them said they didn’t have any more would I like refund or choose another pair said I would like a refund no apologie very rude waste of time still waiting for refund”

Posted 3 years ago

“I broke my varifocals and needed a replacement fast. So I ordered them from glasses Direct, due to discount offer. What a mistake! After entering my CORRECT! prescription into the system, it took them a week to contact me regarding the need of a physical prescription, signed by my doctor. (not a problem, the law is the law) So I sent it in. My prescription includes Far/ Near and ADD. It took them another week to confirm. Another to make the glasses. Then another to ship. So after almost 5 weeks of me being nearly blind, I received glasses that ended up being all wrong! Even though I initially gave them the correct measurements AND added the prescription from my doctor upon request, somehow NO ONE stumbled over the fact that for my left eye they used measurements given for NEAR SIGHT right eye (reading glasses) ?? How is that possible? Especially when I myself had added the measurements correctly into the system BEFORE the wonderful "confirmation" of the prescription through glasses Direct. Now I had to sent yet another Email, which wont be answered in a timely fashion and will be going into the Christmas holidays nearly blind. Calling them is not even an option, since calls made from Germany to the UK are extremely expensive! I sure hope that I won't be asked to return the wrong glasses on my dime, before they even consider sending out correct ones. Not only am I not willing to pay for their mistake, but it will also delay me being able to see again! Big thumbs down!”

Posted 3 years ago

“Very poor service. Placed an order in June still have not received the glasses. Sent last email on 29/07/2020 to get an update but until today 11/10/2020 still there is no response!! Extremely disappointed-:(”

Posted 3 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”

Posted 3 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!”

Posted 3 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.”

Posted 3 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.”

Posted 4 years ago

“If you are going into LIQUIDATION? pls advise so I may make alternative arrangements for my glasses. Lines closed & no glasses, no response to emails no refund nothing. What is going on??? BUYER BEWARE there are people all over FB in same predicament left without glasses.”

Posted 5 years ago

“Seems like you only reply to me when I leave an angry review online. Okay, let's try reviews.co.uk now. Awful service. Ordered a trial. Took them over a week just to send it. A system error, they said. Or maybe no stock. They weren't sure. Anyways, after 2 home trials, I picked what I want. over a week later they send me an email asking to confirm my prescription. Honestly, I was expecting the glasses to arrive by then, especially since all the info was provided from the offset. Fine. Sent them a picture of myself, so they can measure my PD. Another bloody week later, they email saying that for compliance reasons they need a photocopy of my prescription (why not ask when ordering???!!). This wasn't made explicit in the email at all! Fuckig, fine. Sent a picture of my prescription. Does it work? Does it not? Is my order being fulfilled? Should I just give up on my new glasses? And no, we don't care that you had a busy Black Friday. If you offer something then make sure you can fulfill it. Or at least have the decency to respond in an appropriate manner. You said that my query was marked as urgent. So why can't you respond? It's been 2 days from the last email. Feel free to call the phone number, they say. Okay. Let's try the number. Just wasted 25 (!) minutes of my life - no bloody answer. No buying glasses online for me no more”

Posted 5 years ago

“I tried to buy glasses from Glasses Direct. They took my money and then said they needed to ask me a question. I replied they could ask me via email. They insisted I call them but refused to tell me why. I suspected they just wanted to sell me more stuff. In the end I said either send me my specs or refund me my money. They refunded my money. I still don't know why they wanted me to call them. What a waste of my time.”

Posted 5 years ago

“Sorry i got involved with them. should always remember if it seems to good to be true it normally is. Taken my money and are now unable to contact. ARE THEY IN FINANCIAL TROUBLE AND STILL TAKING ORDERS. stay clear.”

Posted 5 years 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 .”

Posted 2 months ago

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Glasses Direct is rated 2.0 based on 123 reviews