Vision Express Opticians - Edinburgh - Frederick Street

Reviews

• DW

  Diane Walker-Mackay

  Oct 14, 2026
  1.0
  I purchased Ray-Ban Meta Gen 2 glasses and had varifocal, photochromic prescription lenses fitted. The frames are very stylish, and I’m delighted with the Meta glasses themselves. However, the glasses were slipping down slightly, even after I’d tried changing the supplied nose pads. So, at 10.30am on a Sunday morning, I popped into the shop on Frederick Street for a quick adjustment. As you can imagine, the shop was very quiet. An assistant approached me but explained that he didn’t deal with Meta glasses. A manager then said something similar, although another member of staff was on the phone and apparently had some knowledge of how to adjust them. Around ten minutes passed, with the person on the phone intermittently available to help. Meanwhile, the manager proceeded to discuss me as though I wasn’t standing there, repeatedly referring to me as “she”. My husband and I found the whole experience rather surreal and uncomfortable, so we decided to leave. I then went to my regular optician, 20/20 on Queen Street, where my Meta glasses were adjusted professionally and swiftly, without any fuss. It’s disappointing VE are selling glasses few of their staff know how to adjust. I sent an email to head office the next day. I received a reply saying they’d look into my complaint. I never received a reply. £756 I should’ve spent in 20 20 Opticians where they know how to adjust the glasses that they sell.
• TC

  tony chan

  Sep 24, 2026
  5.0
  The staff are excellent and are 1st class they are Smiling friendly open flexible helpful proffessional compassionate sympathetic encouraging supportive you feel better after seeing them
• LH

  Levente Hegedűs

  Sep 19, 2026
  1.0
  Purposely hung up 10 times on me when calling. Shocking customer service, never should anyone go here.
• WA

  Waleed Aamir

  Sep 13, 2026
  1.0
  The staff are disrespectful.
• DD

  dhuha dhuha

  Sep 1, 2026
  2.0
  I usually have good experiences with Vision Express, including with the woman who helped me order my glasses. However, when I collected them today, I was seen by the youngest optometrist (age doesn't matter, as I'm about her age), but the whole experience felt completely rushed. As someone who works in customer service, I know this shouldn't be the standard. The moment I put the glasses on, I mentioned that I felt really dizzy. Instead of pausing, she kept rushing me and asking if they needed tightening before I had even worn them for a minute or looked at myself in the mirror. Also, the case I was given wasn't in good condition. She explained that it was just the material, which is fine, but it could have at least been wiped clean before being handed to a customer. After I pushed back and asked for a spare case, she went to find another one which I appreciated. However, as someone who has worn glasses for over 10 years, picking up a new pair is one of the few exciting moments about having weak vision—it’s something you look forward to after waiting weeks for them to be made. So it's not great when that moment becomes stressful. For the price you pay here, I believe the customer service should match. I would have much rather been helped by a sales advisor who would've given me some time.

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