“Ordered a pair of Oakley glasses with prescription lenses on 4th February. Received an email 2 days later to say frames were out of stock and was offered a different colour that were obviously in stock and I accepted. On 6th March received email to say frames were out of stock.
Asked for refund. Poor service I would suggest you go elsewhere.”
“Ordered and paid for prescription glasses waited the 15 working days before emailing them to find out where my order was, they're out of stock. They said they had emailed me, which I never received. They were happy to keep the payment, even though they were out of stock and I hadn't responded to their email.”
“I placed an order (14/01/23) for glasses which arrived about 2 weeks after being placed. They had clearly installed the wrong lenses (1.5index) rather than what I order (1.6). The lenses were noticeably thick and sticking out the thick rim of the glasses. I have the same glasses in a different colour so I know exactly what the lens should look like. I emailed the customer service team as their telephone number simply refers you to email them. They replied and asked me to send some pictures which I did (I sent them comparison pictures, my old frame of same model and their frame). I am certain they supplied the wrong index lenses and charged me for something they didn’t supply.
They replied on a Friday at 16:59 stating it is best to send the glasses back to their lab for inspection and that they would refund postage of £3.95 (maximum). I immediately replied asking them to review the pictures they asked me to send as what would be the point of asking for them! And told them that the postage they are willing to reimburse will not cover the cost of sending the glasses back with the right compensation in the event of loss or damage in transit. I reiterated that I had sent them comparison pictures and asked them to consider those and let me know if in their view there was an issue. I was trying to avoid having to incur further cost in the event they say they are correct and having to pay further shipping costs.
I received a reply not dealing with my queries fully but just saying it is best our lab looks at it - if there was an error they would rectify. They again mentioned they would reimburse £3.95 maximum postage.
A little fed up with having to email and waiting significant time for a reply, I proceeded to call the opticians that operated from the 180 Marsh Road address – Kanzaria Opticians and asked to speak to The Glasses Co. team. I was put through to them and spoke to them and they eventually did agree to increase the cost of postage they would reimburse to full (Special Delivery). They still insisted on the return of the glasses before they could assess if there was an issue. With respect, it is quite possible for an optician to check the pictures which are clear and resolve the issue there and then. They refused to do that eventually they agreed to show the images to their manager and for that manager to reply to me by email the following day. I just cannot understand why they would ask for pictures and then ignore them and ask for the return to the lab.
I have found them to be very evasive in replying to my queries.
I have since read that others have had similar issues with their lenses being supplied with thicker lenses than they paid for. My prescription is quite low but I always go for 1.6 index lenses and I guess they knew they could get away with 1.5 index but the issue is I have the same glasses and so immediately noticed the difference. So this is not a one-off issue. They will cut corners where they can.
They then sent me the glasses back with the correct 1.6 index lenses except that now there was a hairline crack in the rim of the frame. So again, I had to send the glasses back – they then replaced the frame under warranty, and I received my glasses for the 3rd time – only to open the package and find the glasses broken at the rim in 2 places. This time frustrated that 2 months on I had not had the glasses I order, I asked for a full refund. They refunded me partially via original payment method and partially via PayPal. PayPal charged me a fee which meant the total refund I received was less than I paid, effectively, I had lost out. I emailed them but have since been ignored.
I have also included my order number (#17507) as I know when they have replied to negative feedback – their standard response is ‘we have been unable to find your order’, oddly they never have that issue find order when they receive positive feedback.
So, I now I have no glasses and I am out of pocket.
Avoid this place, they might be a few pounds cheaper but factor in the hassle after sale and you’re better off looking elsewhere. As I mentioned before, I’ve had the same glasses and never had an issue, so I don’t know if they are supply quality items.”
“Fraudulent company. were weeks late then when arrived were blurred not as prescription. Telephone number doesn't exist so can't complain. DO NOT BUY FROM THE GLASSES COMPANY. RIP OFFS & Fraudsters. Should be shut down. BEWARE. KEEP AWAY”
“We ordered two pairs of glasses from The Glasses Company and we have been really impressed with them. We sent our own prescriptions in and ordered two pairs of Ray Ban glasses which were a fraction of the price in the opticians. I also had my Ray Ban sunglasses re-glazed and they have done a brilliant job. Would highly recommend and will be buying more from them in the future!”
“Very good company to deal with. Initially I was sceptical about buying glasses online, especially because of my high prescription. I saw their great reviews and thought to give them a go. Replied to emails within hours and very helpful advice. Discount code also saved me an extra 20% too. Quick service for Ray Ban prescription glasses with 1.67 lenses.”
“Excellent service. My 2nd purchase from this company. Excellent all roud service. Krishan in particular was very good and dealing with my queries. Saved over 150 pounds on my new Oakley varifocal glasses compared to the highstreet. Looking at my third pair now. Keep up the good work team.”
“I saved over £170 including the silver package prescription lens buying my Ray Ban 5268 buying from Theglassescompany.co.uk. Ray Ban and vision express wanted £248 including the lens and another competitor '$pex4le$$' wanted £142.92. Theglassescompany.co.uk price was impossible too beat. Honestly this company has the cheapest branded designer glasses you can buy online. Will definitely buy again”
“pathetic service pathetic communication pathetic item. order placed on 2nd nov 2021 After 17 working days they emailed and said they dont have the size i ordered and offered me different size i tried that size and said ok then they sent me the finish product on 4th dec 2021 and guess what one lens is thicker then the other they intentionally done this blunder or they were asleep while making the lenses never ever will buy glasses from them.”
“Any one looking to buy designer
Glasses I would highly recommend
Glasses company. Service you receive is
First class . As a customer I will definitely
Order from this company again
Designer glasses I received is certainly
To high standard.”
“I got my Ray Ban glasses for less than half what it costs of the high street. 100% genuine. The main thing for me was the service. They are very quick to respond to my emails before I had placed the order and during when I wanted to know the status of my order. I even had to change delivery address last minute and they were very efficient in doing so. The prescription is spot on and the item arrived well packaged. Thoroughly recommended.”
“Excellent company start to finish. Very quick to respond to emails. Shania also called me to discuss my order and prescription details. Delivery took 8 days which was quicker than expected and the item was well packaged.
Thank you to everyone and I will be returning for my next set soon!”
