Vision Express Opticians - London - Hendon (Brent Cross)

Reviews

• BG

  Beth Gituru

  Jun 21, 2026
  1.0
  Vision Express Brent Cross – Disappointing experience I visited the store hoping for some assistance but was completely ignored. Although staff were available, they seemed more interested in talking amongst themselves than helping customers. I left and returned about 30 minutes later, but the experience was no different. While browsing glasses, a staff member approached me only to tell me where to return the frames after trying them on, rather than offering any help, found this very rude. With only a couple of customers in the store, I found the lack of customer service disappointing. I also felt there was a noticeable difference in how I was treated compared to others. I ultimately took my business elsewhere. All customers should be treated with respect, courtesy, and professionalism.*zero stars*
• AS

  Amber safdar

  Jun 11, 2026
  1.0
  Have been a customer here for a number of years but recently experienced really poor service. Ordered prescription varifocal sunglasses. Received a message 2 weeks later to collect. The glasses had not been made correctly and the varifocal part was not in the correct place on lens. Advised that this would be resent as an urgent order. Went back 2.5 weeks later as had heard nothing. Spoke to the manager who apologised and said she would check status and call me next day as was not able to check status on weekend. Did not receive any call or update. Tried calling 4 days later 5 times and each call is disconnected without anyone answering. It has been 5 weeks since I ordered and paid in full for my sunglasses. Would not recommend anyone to go here.
• IC

  iDiana Caragea

  Jun 8, 2026
  1.0
  Extremely disappointing experience I had an appointment booked for my 5-year-old son for an eye test, but we were left waiting for over an hour without being seen. During that time, I asked staff three separate times why we were waiting so long and when someone would see us, but no one gave us a clear explanation or update. What made it even more frustrating was watching customers who arrived after us get seen and leave while we were still waiting. There seemed to be no organisation, no communication, and no consideration for the fact that a young child was involved. In the end, we gave up and left. Not a single member of staff apologised for the delay or the inconvenience. The only response I received was, “I understand,” which was hardly appropriate after wasting over an hour of our time. An appointment should mean something. If there are delays, customers should be kept informed and treated with basic courtesy. This was a very poor experience, and I would not recommend this branch.
• AA

  ASP

  Jun 2, 2026
  1.0
  I had an appointment for an eye test at Vision Express Brent Cross and it was a really disappointing experience. My mum had booked three appointments together – two for herself and one for me. When we arrived, all three appointments were checked in and the staff even confirmed my name, so I know I was definitely checked in correctly. While my mum was having her appointments, I waited in the waiting area expecting to be called next. I sat there for over an hour after my appointment time and nobody came to get me or gave any update about what was happening. I honestly thought they had just forgotten about me. Eventually, I told my mum that I was still waiting. When she asked at reception, the staff said I hadn’t been checked in, which wasn’t true because they had checked me in when we arrived. Even after the mistake was pointed out, nobody apologised to me or my mum. By then it was already an hour past my appointment time and we had other plans, so I wasn’t able to have my eye test. It was frustrating to sit there waiting for so long and feel completely ignored. Mistakes can happen, but the lack of communication and the way the situation was handled was really poor. I expected a much more professional service, especially when appointments are booked in advance.
• AP

  A P

  Jun 2, 2026
  1.0
  Extremely disappointing experience at Vision Express Brent Cross. I had three appointments booked back-to-back: two for myself and one eye examination for my daughter. When I arrived, I checked in all three appointments and was even asked to confirm my daughter’s name, so there was no doubt that she had been checked in correctly. I was not informed of any delays, yet my first appointment started around 30 minutes late. After completing both of my appointments, I went to discuss replacing the lenses in both of my glasses due to a prescription change. Assuming my daughter would be seen next, I proceeded with the purchase while she waited in the waiting area. After making payment and browsing glasses, my daughter informed me that she was still waiting. By this point, it was already an hour after her scheduled appointment time. When I queried this at reception, I was told that she had not been checked in. I explained that she absolutely had been checked in and even pointed out the staff member who had done it. The staff member did not acknowledge the issue, apologise, or show any concern whatsoever. I was then told that my daughter could be seen next, but by that stage we were already an hour behind schedule and had other commitments to attend. The level of customer service was extremely poor throughout. Delays can happen, but failing to communicate them, losing track of a booked appointment, and showing no accountability or apology when the mistake is highlighted is unacceptable. The staff appeared more interested in chatting amongst themselves than providing a professional service, and the store was not even particularly busy. Overall, this was a very frustrating experience and not the standard of service I would expect. I hope the staff receive proper customer service and professionalism training to prevent other customers from having a similar experience.