Vision Express Opticians - Gateshead - Metrocentre

Reviews

• LA

  lucy ayling

  1 day ago
  5.0
  Had a great experience with the lovely Sariah today. She was very helpful when it came to ordering monthly contact lenses. Very friendly & kind . She even helped me with applying my student discount which was a great help. Thank you so much Sariah.
• AK

  Anthony Kay

  5 days ago
  1.0
  Avoid the Vision Express Metrocentre branch. Over the last year, my wife and I have experienced relentless service failures, including multiple wasted journeys, severely prolonged waiting times, and incredibly poor product knowledge from an apparently overstretched and undertrained staff. Most concerning, however, are the repeat clinical errors. Last year, they dispensed an incorrect glasses prescription that caused me severe eye strain and headaches. Recently, after being offered a 3-month contact lens trial as goodwill, they did it again—dispensing. When pointed out, a trainee casually dismissed the error as "minimal." Escalating the issue to Assistant Manager was completely futile. He ignored the urgency of a medical prescription error, left me waiting while he handled internal calls, and despite promising a resolution in writing, has failed to update my online portal, meaning incorrect lenses are stillto be posted to me. This store operates with a distinct lack of clinical care and professional management. Until Senior Management intervenes to fix their systemic training and staffing issues, do not trust this branch with your eyesight.
• AN

  Anthony Newby

  Jun 18, 2026
  1.0
  Absolutely useless! Went in to get some damage to some glasses checked over as my insurance wanted written confirmation that they were not repairable before they would pay me out so that I could go into this store and buy some new ones. They advised me in store that they were not repairable and said they would send me an email confirming. Later I got an email saying because I didn’t buy the glasses from them they wouldn’t confirm in writing. If you’re wanting any kind of customer service go elsewhere.
• SC

  Stevie Colligan

  Jun 8, 2026
  5.0
  The lady from the Metro Centre shop, who helped me sort out my frames and explained the process to me, was extremely professional and a pleasure to deal with. Definitely recommend you to my friends.
• CN

  Courteney Nowicki

  May 20, 2026
  1.0
  I ordered a pair of Burberry prescription sunglasses and when they arrived the frame was wonky. I was reassured a new frame would be ordered and the store would be in touch once arrived. 2 weeks had passed and no contact, so I got in touch with the store to be advised that my sunglasses were ready. I attended the store the following day and my glasses were in fact not ready! I was short for time and the person that was seeing to me gave me the wonky pair that I was originally given. I explained I was told that a new pair would be ordered and the person went away without explaining where they were going or what for. 10 minutes later the person returns and hands me the glasses. I tried them on and they weren’t wonky and the person assured me they were a brand new frame. Fantastic I thought and off I went. On my way home I noticed that there was a sticky residue on the right arm of the frame and after closure inspection, I noticed that there are 2 indents on the same arm. I realised I’d been given the frame off the shelf!!! Not once was I told this was the case. I’m deeply saddened that I’ve been lied to on 3 occasions (the glasses were ready and twice that the 2nd frame was brand new) and about this whole experience. I have lodged this as a complaint due to the poor service and I will never be returning to this store again. I strongly recommend others that visit this store check what they’re been given before leaving!

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