Vision Express Opticians - London - Clapham Common

Reviews

• EC

  Edwin Caviedes Chicue

  Jun 11, 2026
  1.0
  Order No. 23229587 I am writing to formally lodge a complaint regarding the unacceptable service and extensive delays I have experienced with my recent order. The details of my experience are as follows: 21st April: I placed my initial order for a pair of glasses. Upon collection: When I received the glasses, the measurements were completely incorrect. Return to store: I returned to the store, where your staff confirmed that the measurements were indeed wrong and that the glasses had to be reordered and remade. 10th May: During this visit, I decided to change the frame and paid an additional £209 to proceed with the new order. Since 10th May: It has now been over a month (from 10th May to 11th June), and I have not received a single update, phone call, or email regarding the status of my glasses. I find it completely unacceptable to be left completely in the dark after a mistake made by your own staff, especially after having paid extra money to resolve the situation. This lack of communication and the prolonged waiting time have caused me significant inconvenience. Due to the continuous delays and the poor customer service, I demand financial compensation for the inconvenience caused, alongside an immediate update on when my glasses will be ready for collection. I expect a prompt response to this matter. Sincerely
• GC

  Giovanni Calligher

  Jun 10, 2026
  5.0
  I had a great experience at Vision Express on Clapham High Street. Felicity and Amy were both friendly, professional, and extremely helpful throughout my visit. They took the time to explain all the available options clearly and answered my questions without any pressure to make a purchase. Their approach was honest, informative, and customer-focused, which made the whole experience very pleasant and stress-free. Overall, an excellent service and I would happily recommend this branch to others.
• EE

  Erica

  Jun 9, 2026
  2.0
  Mixed opinions about this store. Service used to be really good in the previous location; not so much now. One very good staff member I dealt with at the old location is mysteriously tucked away “out the back” and out of reach to customers for some reason. The door being locked is not welcoming, and is very disruptive when you’re trying to have a consultation with an optician and they have to keep getting up to unlock or lock the door as people come and go. My recent glasses are ok, not great, and feel like the frames still need further adjusting despite their initial attempts to get the correct fit. I doubt I’ll go back to this branch frankly.
• NR

  N R

  Jun 7, 2026
  5.0
  Great service from the staff at Vision Express, Clapham Common. Amy, Ishmael and Felicity, in particular, were quick to spot and resolve issues with a pair of my glasses returned from the lab. They also found a way to sort an admin problem with my work voucher AND gave some excellent styling tips when I was a bit stuck with choosing new frames. The staff make this place work smoothly. Would definitely come again.
• MC

  Mike C

  May 29, 2026
  1.0
  Dreadful service provided by the girl behind the counter. Shopping for new prescription glasses and my first ever visit at Vision Express. I made the journey there as it’s not my local opticians. This is a Friday afternoon, sun is shining. The store is open but the doors were locked, could be protocol or a history of theft. Upon entering I noticed all floor staff were busy, sat down with other customers. I went to the Ray-Ban section as I knew what I wanted to try on, having looked at their website earlier. I tried on a few pairs and couldn’t find my model, so I went to the counter hoping to find someone available to offer assistance. A girl was there repairing a pair of frames, I stood waiting for her to make an interaction or acknowledge that she’ll be with me when free but nothing. I asked her if it’s better I come again another day, which prompted her to be in “serving” mode. I showed her the model I was after on my phone and she quickly said it’s out of stock without checking the system or cabinets. I proceeded to ask questions about cost of eye test, OCT scan and whether they would fit the lenses if I were to purchase the Ray-Bans elsewhere. Her responses were blunt and her face emotionless. Zero openness to make suggestions or alternatives. Disinterested and lack of customer service skills which doesn’t put the Vision Express brand in a positive light. I felt disregarded and prejudged like a fly that quickly needed to be swatted. This person has cost the company a potential long-time customer. I won’t be returning to any of your stores.

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