Vision Express Opticians - London - Cheapside

Reviews

• LP

  Lizzie Pace

  Aug 19, 2026
  1.0
  We ordered a pair of glasses from this store on the 15th of July, it is now the 19th August and we still don't have a pair of glasses. Initially, we gave the store the benefit of the doubt, people make mistakes and things go wrong. However, things just got worse. When you call the store they don't answer. I understand staff are often with customers but they also don't email or answer emails. We have called at different times of the day on different days to try to get to speak to someone. The date we were given to collect the glasses came and went, we didn't receive a call or an email to explain any delay. In the end I called the customer service for Vision Express nationally and the representative was excellent on two occasions however she couldn't ever get through to the store. The team didn't answer her emails or answer her calls apart from one time when they did answer and kept her on hold for 20 minutes with me on hold for over 35 minutes on the other line. At this point we were pasted the initial delivery date and I asked the national representative if there could be a date agree by which point the glasses were assumed missing - and a new pair ordered. This was agreed based on their policy however my boyfriend had to go in to the store to sort this because the team didn't reply to the national customer service rep's emails. A new pair of glasses were ordered. However it is now two weeks past a second delivery date and we have received zero email or call from the store and we don't have a pair of glasses. At this point the customer service is absolutely awful. The store will be paid by my boyfriend's insurance for this pair of glasses. It's seems that they don't have any type of order tracking system, what prompts them to get in touch seemingly is the team receiving an order from their lab but if an order doesn't arrive there seems to be zero communication with customers - in our experience.
• PW

  Phil White

  Aug 14, 2026
  2.0
  Went to get a replacement lens. Good service, 8-10 days turnaround, so paid and left my glasses. Next day email suggested 4 weeks before I get them back. I'd have gone online for nearer 5 days if I hadn't been misled
• MJ

  Mohamed Jaffer

  Jul 30, 2026
  5.0
  Vision really matters—especially as a dentist—so I can give my patients the best care. Had a really thorough eye test today with Hasnain, plus got sorted with AI glasses. 10/10.
• PS

  Pit Ser

  Jul 20, 2026
  1.0
  Very disappointed. Not really helpful . Actually this is my first very negative opinion ever at Google maps. Thank you
• TI

  TazZy B Islam

  Jul 13, 2026
  5.0
  I can't fault the team at Vision Express. From the moment I walked in, the customer service was first-class. Ali was highly professional and he helped me find the perfect pair of glasses that suited my face and budget. Excellent all-around experience and very patient!! Cheers mate