Vision Express Opticians - London - Kingston upon Thames

Reviews

• CC

  Catherine

  6 days ago
  1.0
  Workers were terrible and had weird energy came in the store it was empty and the workers were sat saying I can’t have my appointment even though I booked ahead and traveled from far to the store awful customer wouldn’t come back specsavers will be seeing me…
• SS

  S

  Oct 17, 2026
  1.0
  The eye test experience was good but their collaboration with insurance companies is like a scam. They will charge your for the eye test while on the policy it says it is free.
• TC

  Teodora Chirvase

  Oct 12, 2026
  1.0
  From the moment I walked in, I wanted to leave. To start with I wasn’t greeted by a single member of staff, despite several employees sitting together, chatting and laughing. The atmosphere felt chaotic, and nobody seemed to know what they were doing. I was kept waiting for over 15 minutes past my appointment time. To make matters worse, another person was called ahead of me because my name had been pronounced incorrectly. When they eventually called me, they mispronounced my name again, to the point that I didn’t even realise they were calling me. Overall, the experience felt unwelcoming, disorganised and unprofessional from start to finish. Customer service was extremely poor, and I left feeling frustrated rather than valued as a customer. Vision Express seriously needs to improve the way customers are welcomed and treated. I would not want to return after this experience.
• NC

  Nadia Carpeggiani

  Oct 7, 2026
  1.0
  Awful customer service and completely unacceptable standards. The initial eye test was incorrect, forcing me to return for a second test and hand back two pairs of glasses to have the lenses redone. The reading‑glass lenses were extremely poor quality, scratching for no reason, and I had to return those as well. Both arms of the Gucci frame I purchased only a month ago began to wobble, and one eventually detached completely. I was then told the frame is unfixable, which is unacceptable for a premium product. A previous manager (who is no longer there) advised me to upgrade to Rodenstock ophthalmic lenses for higher clarity and precision. He told me he would add a note to my file confirming this. When I returned to redo the test and resubmit the order, the new manager was rude, dismissive, and ignored the note entirely. I called the store yesterday to clarify the situation and was ignored again. Customer service then told me they “don’t provide Rodenstock” — contradicting what the manager had previously advised. At this point, I am considering cancelling the entire order, not paying a penny, and taking my prescription elsewhere. I have just started my University lectures, which require extensive reading for my English degree. I did not need this level of incompetence or stress. -
• RG

  Robert Grabarski

  Oct 6, 2026
  1.0
  There has been no discernible improvement in quality despite my expenditure of over £450 for two small lenses. Having previously utilized a different provider for over two years, I was able to secure two pairs of glasses—one for distance and one progressive—for a total of £260 included frames ( superdry and timberland), which leads me to conclude that I have no interest in further engagement with your team, especially given my previous negative experiences. Additionally, the imposition of a £70 surcharge for using my own frames was unwelcome, and I am relieved to have avoided the further expense of £200 to £300 for your company’s frames. I should note that the current lenses are polarized that only one positive, providing utility in sunny conditions ; however, I intend to seek out an alternative private provider, budget permitting.

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