“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”
“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.”
“I have a very high prescription and for the last 15+ years have had my prescription with the thinnest 1.74 lens, otherwise they’re thick lens like Olive from the Busses!
I ordered glasses from the glasses company 1st June, paying £30 for the high description, £98 for the platinum 1.74 thinnest lens and £39 for the digital protection.
I received glasses with the standard thick lens, picture attached.
I emailed immediately to advise of the problem. They confirmed I had ordered the 1.74 lens and asked for pictures, which I sent straight away (along with a picture of my existing glasses with 1.74 lens for comparison). They agreed the lens was thick and asked to return the glasses at my expense so they could inspect and then advise the route to correction. I was advised on 24th June that someone would be in touch the following day.
There was no further communication and glasses were returned without any correction, note, apology or refund on 2nd July. The frames also have scratches on the handle.
Their website claims they guarantee satisfaction and ask to be contacted if not satisfied so that an optician can make contact straight away which gave me reassurance at the time of ordering. At no point has an optician been in touch with me!
I’ve now read reviews online and wish I’d read the negative comments before ordering. Their testimonials on their site appear to be fabricated. The first 2 both start with exactly the same sentence!
I was very upset to be sent glasses without the lens that I had paid a lot of money for and now cannot wear. I have never worn the frames and the scratches on the handle suggest they are either 2nd hand or ex-display.
Either the company are scammers or the opticians are incompetent. Sadly, I now think both due to this appalling experience. Not sure how the ‘highly experienced’ optician can mix up the thinnest lens with standard, very thick lens…
I’m still waiting for correction or a refund.
I have filed a claim and am now in discussions with a solicitor.
And I’m expecting a lot of excuses, but no apology or satisfactory resolution, from the glasses company when they read this review, as this seems to be their standard response to other negative reviews they have received online.”
“Beware because if you buy glasses that don't fit they will let you return them without telling you the refund processed. Out of £115 I spent on non prescription lenses I received £44.”
“BEWARE! I ordered and paid in full for a pair of glasses from this sham of a company back on 10th March only to receive an email the following day saying the frames weren't available. This in spite of the website saying they were available at the time of purchase.
I have had absolutely no communication or updates for 6 weeks and when I called to enquire they were unable to give me an update. So I asked for a refund and was told they'd have to see if the glasses were in production. Then on my third call I was told that I could have a refund and that an email confirmation would be sent. 6 hours later when I called for the 6th time to check that I had been refunded I was told by the very nice sales assistant who told me she'd worked there for 23 years that she didn't have the authority to make a refund and that Emma who was likely to be stuck in a 'meeting' for another hour was the only person who could help.... POOR SERVICE, POOR COMMUNICATION, FOBBED OFF! VERY DISAPPOINTED CUSTOMER!!!!”
“My wife bought glasses from them in early February and they only just arrived from Royal Mail (mid march) lenses fitted poorly and my local optician had to refit them. bad service The Glasses Company”
“Ordered a set of Ray Ban frames, off their website, it said, they were in stock. Two days later, received an e-mail from them saying, they would have to order them from the "Manufacturers" ?? and it would take up to THIRTY days, tried phoning them numerous times, but it transfers to an answering machine on a loop.
Zero human contact involved, this to me, Smells like a scam, with the Buyers, receiving substandard Chinese Products, rather than the Original products, they are showing on their Website, if you run out of Ray Ban products, you can get them, from the local distribution centre, in a few days, that's why they are ordering copies from a Chinese Manufacturers, AVOID, trading standards, should be getting involved.”
“Scam company. Don't provide receipts. Don't return emails. Don't check your details when you call. Fake reviews aplenty. Avoid. Prices are low to hook you in, perhaps?”
“This website is a scam. Their address is actually another unrelated optician. they've set up an elaborate facebook and twitter account with fake likes and reviews. beware.”
“Wrong size, wrong colour, supposed to be Ray-Ban, chinese joke, don't waste your time and money. TERRIBLE weeks and weeks emails backward and forward, use at your peril. no contact through number, answer machine, try it.”
“The Gasses Company are actually STILL selling the pair of glasses I ordered and was told more than 24 hours ago that they are sold out. Of course as I had already paid they offered an ‘alternative’, so you are getting a pair of glasses but not the ones you ordered. The phone number redirects you to the website and is useless.”
“DO NOT, I REPEAT DO NOT BUY FROM THIS COMPANY!!!
They are the only company I know who do not offer refund for prescription glasses and then try to make out they don’t offer this as they are customised to order. This is nonsense as I have had refunds for prescription glasses from online companies, Specsavers, Vision Express with no problems. They do not have anyone on their phones. What is the point in offering a telephone number with no one there? I am getting police, ombudsman and small claims court involved as I cannot get a clear answer on a refund amount from them. They just sent me an email saying “thank you, kind regards” to my 2 paragraph email. Please do yourself a favour and steer clear!! The five star reviews are either paid for or fake. GIVE ME MY MONEY BACK OR I WILL SEE YOU IN COURT!!!”
“Avoid Avoid Avoid
- Lens bulge out of frame and leave a gap at the top.
- Told that bronze lens and reactive coating would not fit the frame (something I could have been told at ordering).
- Forced to buy new thinner Gold lens and reactive lens and even at a discount had to pay more than advised and purchased them first time. I am now paying more than advertised.
- Also had to then pay for shipping to them despite their T&Cs saying they would refund delivery if faulty.
- Got new thinner gold lens.
Still. Do. Not. Fit.
Look I know this company has hundreds of good reviews to a few bad and that may be enough to give you confidence in them. A mark of a good company isn't how they treat you when things go well, but how they treat you when things go bad. Read the bad reviews, there are problems with communication, spending more money to correct their mistakes and difficulty getting refunds. I can't promise that another company will treat you better if things go wrong, but I can promise that The Glasses Company will shaft you if they do.”
