Vision Express Opticians - London - Clapham Common

Reviews

• EC

  Eddie caviedes

  3 days ago
  1.0
  Very disappointed with the service I have received from Vision Express. I collected my new prescription glasses on 21 April (Order No. 23229587). From the beginning, they felt wrong, but as someone who has worn glasses since childhood, I thought my eyes just needed time to adjust. After more than a week, I was experiencing dizziness, headaches, and discomfort, so I returned to the store for another eye test. I was then told that the original measurements had been incorrect. While I understand mistakes can happen, this caused me a lot of inconvenience and discomfort. I was informed the lenses had to be remade and decided to change the frame as well, paying an additional £209 on top of the original £500. In total, I have now paid £709. Since placing the replacement order on 10 May, I still have not received my glasses. Delivery was originally estimated for 19–20 May, but after those dates passed, the tracking status simply changed to “pending.” I visited the Clapham Common store in London to ask for answers. A staff member called to investigate and was told they did not know what had happened to my order. I find this completely unacceptable considering the amount of money I have spent. The lack of communication, delays, and poor customer service have been extremely frustrating. I expected much better from Vision Express and feel that no one is taking responsibility or providing a proper resolution.
• JG

  John G

  May 15, 2026
  1.0
  Service for the actual eye test was good. However I called the store to request a copy of my prescription which I have to provide for work, they refused. Initially they said they cpuld give it to me in person so I travelled to the store where they told me they couldnt give a copy. The store in Westfield told me they should, and if I'd had my eye test there it wluld have been a problem. Even when I advised them this is my personal dada and under GDPR they have a legal obligation to provide it to me. Shame, as I wont be using this store again.
• MB

  mohamed ikbal boumerzoug

  May 6, 2026
  1.0
  I had a disappointing and frankly avoidable experience at Vision Express. I visited after seeing a student offer advertising 30% off along with a free eye test when you spend £50. While the headline offer is clear, it was not clearly communicated to me in-store that this effectively requires purchasing their own frames, with key restrictions only appearing in the fine print. I spent around 30 minutes trying to find a suitable frame, but the available options were very limited and I couldn’t find anything suitable. I also asked whether I could purchase frames elsewhere and still benefit from the offer, but was told this was not possible. The only frame I found acceptable was incorrectly displayed. The price shown suggested it met the £50 threshold, but when I proceeded, I was told the actual price was £65 and that it had been placed on the wrong display. Throughout the process, I did not feel supported in finding a solution, which added to the frustration. Customers should be able to rely on displayed prices and receive clear guidance, especially when conditions are not obvious. Ultimately, this was a basic retail failure of managing the display before opening the store. It is unacceptable for a customer to be penalized for a staff error in shelf-stocking, and it shows a lack of care in basic floor management and price auditing. As a result, I ended up paying for the eye test and leaving without making a purchase. The promotion creates expectations that were not matched by the in-store experience, and the lack of transparency combined with incorrect pricing made the entire process inefficient and disappointing. Very disappointing overall
• AD

  Andrea D

  May 3, 2026
  5.0
  My mum went in for her routine eye test and tells me that staff was very friendly and nice. Thank you
• KR

  Kevin Reilly

  Apr 22, 2026
  5.0
  Happy polite staff happy to go back

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