Vision Express Opticians - London - Ealing

Reviews

• KP

  Kelly Pereira - Pinto

  5 days ago
  1.0
  Genuinely the worst service I’ve ever received. Every time you go in store you’re left waiting for 20 minutes at the front desk with nobody there to help. Got my eye test wrong the first time and the second time I mentioned that the glasses weren’t fitting right instead of adjusting the nose pads they told me to come back in a few days if it continues? Very odd experience. I’m not one to complain in person and so I just went to the vision express in White City who helped. The optician was okay though, it’s more the customer service that’s shocking.
• LL

  lora lu

  Aug 28, 2026
  1.0
  Absolutely terrible sense of time and customer service. They repeatedly make promises about delivery dates and then waste customers’ time with excuses. I was assured that my order would arrive by Thursday next week. When I came to the store, the staff spent 10 minutes rummaging around, only to tell me it hadn’t arrived. I asked again when I could actually expect it, and the answer was simply: “Next week.” What makes this even more frustrating is that the exact same thing happened last year when I ordered glasses from them. “Next week” turned into another “next week,” with no reliable information and no respect for my time. If you cannot meet a promised date, just be honest instead of repeatedly giving customers false expectations. My time is not a joke.
• DA

  dearoma26 de A

  Aug 13, 2026
  1.0
  so my nan who’s got dementia, came home with £400 sunglasses and £200 reading glasses and I’m disappointed and very unhappy with your colleague who served her who was called Aieshvarya. She exploited my grandma didn’t tell her how much she would be paying neither did she give a receipt of purchase and my grandma also didn’t know she paid for 2 glasses and thought she only had one pair of sunglasses. My grandma doesn’t need miu miu glasses. This is scamming the elderly just for commission and it isn’t right. However I’d like to thank the staff and manager who helped us today with this issue big thanks to you guys :) it’s just Aieshvarya letting down the team.
• SA

  sara afshar

  Aug 9, 2026
  5.0
  Outstanding Customer Service from Kabir at Vision Express Ealing ​I wanted to share how thrilled I am with the service I consistently receive from Kabir at the Ealing branch. Choosing and fitting frames can be tricky, but Kabir always takes the time to get my frames exactly how I want them. ​His positive, friendly, and approachable attitude makes every visit a wonderful experience. I am always completely satisfied with my glasses and the care I receive. Kabir is a massive credit to the Vision Express team and deserves full recognition for his hard work ​Kabir at Vision Express Ealing is absolute top tier! He is always friendly, welcoming, and makes sure my frames are adjusted perfectly every single time. I couldn't be happier with his customer service he is a real credit to the store.
• KN

  Karan Negi

  Jul 25, 2026
  1.0
  I had an extremely disappointing experience at Vision Express Ealing on 19/07/2026, and based on how I was treated, I cannot recommend this branch. (except for my experience with optometrist Mariam who was great at her work) I attended my appointment with a valid EyeMed voucher provided by my employer to cover the cost of my eye test. After the test was completed, instead of simply providing my prescription and discussing my options, I felt I was immediately pushed into buying new glasses. I explained that I already own 5–7 pairs of frames and only wanted to replace the lenses. Rather than helping me find the most economical solution, I was quoted what I considered to be an excessively inflated price for replacing the lenses and was even offered a 0% finance option. That left me with the impression that the priority was selling expensive products rather than helping a customer make a sensible financial decision. What happened next was even more concerning. When I declined to purchase new glasses, I was told I would have to pay for my eye test. I reminded the staff—more than once—that I had a valid EyeMed voucher specifically to cover the test. Despite speaking to at least two members of staff, they refused to honour the voucher and insisted on charging me. I paid only because I did not want the situation to escalate. Afterwards, I contacted EyeMed directly. They confirmed that I should never have been charged because my voucher covered the eye test. EyeMed informed me that they contacted Vision Express Ealing and reminded them that charging me was incorrect. I was assured that the branch would contact me regarding the matter. I am still waiting. At the time of writing, I have received no phone call, no apology, and no refund. This is not just poor customer service—it raises serious concerns about the branch's business practices. If a customer with a valid voucher can be charged simply because they decline to purchase expensive glasses, it creates the impression that sales targets take precedence over honesty and fair treatment. To vision express - This conduct is inconsistent with the FCA's (Financial Conduct Authority)Consumer Duty principles around good faith, fair value, consumer understanding, and consumer support and I am looking forward for a response on why do you think that it is fair for you treat a customer this way?

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