Glasses Direct - www.glassesdirect.co.uk

I’ve been loyal to GD for years and this time they have really been unreliable.

My glasses, a simple prescription, were ordered in ample time but because of their error in the lab they were delayed.

I contacted GD and the best they could do is ask if I wanted to cancel the order.

The glasses were consequently caught up in the Christmas post fiasco and they use Royal Mail and paying extra for RM Tracked 24 means nothing this time of the year.

What a shame that this Company has gone to pot .

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.

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.

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

Ordered the items on their Black Friday special. Mucked about being asked to send in confirmations of prescription, of PD and otherwise for a few days it takes for them to then respond, then about 3-4 days later, I get an email from the same in begrudging, telling me the frame was out of stock and to pick another one. I got the impression from the onset with their first email in that I had already submitted the prescription with the order, they didn't like giving the Black Friday discount, so why offer it in the first place (begrudging witch central). Intentionally slow and obstructive at refunding as well.

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.

Took money for out of stock glasses. Wanted to charge me extra for choosing another pair. Bad experience will not be ordering from them and would advise caution.

I ordered on 19th Dec and specifically added notes and email them regarding a particular prescription requirement.

Glasses arrived around 30th Dec and they were thick as jam jars (I had ordered high index) and the prescription details had been ignored making one lens much thicker than the other. I sent them back 6th Jan and the amended glasses only just arrived today 1 month and three days later. I previously contacted them to get a refund and they offered £30 ish on an £85 order. Apparently, because I bought two pairs and they decided these glasses were the free ones.

What a nightmare. I ordered 2 pairs of glasses. They took 3 weeks to prepare. They arrived completely broken. I sent them back to GD to get a refund, and have now been waiting for weeks to hear back. This has prevented me from getting glasses for weeks.

Absolute joke.

I ordered my glasses on the 23rd of November, to be told today 20th of December that they are out of stock.

I have called multiple times and not once was this information passed on to me. Bearing in mind both calls were to complain about how slow this whole process has been. The first time i found out they had forgotten to process the order which i had to call them to remind them about it. The second was to enquire about why all pairs ordered haven't been processed to which i received a response saying they're out of stock.

What a disaster of a company. There solution is find a new pair that was the same price. 1 I don't know what price range I can look for, will i be refunded​ if its cheaper. 2 who tf do i contact? it was a no reply email.

PS. their lines are down so I cant call them