Vision Express Opticians - London - Oxford Street East

Reviews

• IE

  Ilgin Ercenik

  Oct 17, 2026
  1.0
  I initially got my glasses mid Sept, then I’ve realised that the prescription was definitely wrong in one of the lenses so had to go back to get them changed. They had to do a new eye test (30th Sept) and then I had to give back the glasses for them to change it on that date. Today is 17th Oct and I’m still waiting to receive them. Everytime I call, I’ve been given different potential dates for collection and it keeps getting delayed. If you are selling glasses, this turnaround time is FAR from ideal and sadly would not recommend.
• TB

  Teri B

  Oct 13, 2026
  5.0
  I had a great experience with Darfy today, a customer experience manager at Vision Express on Oxford Street. I had an issue with a new pair of sunglasses whose frame had been squashed and misshapen. Darfy approached the problem with genuine care, patience and attention to detail, taking the time to rectify the issue and ensure the sunglasses were comfortable and wearable again. His professionalism and commitment to customer service were greatly appreciated. I would highly recommend Darfy to anyone visiting the store. A real credit to the team!
• TB

  Tray Bela

  Oct 10, 2026
  5.0
  I recently visited the store for an eye test and to shop for a new pair of everyday glasses. Honestly, this store has the best collection I’ve seen compared to its competitors (and it’s always busy!) but most importantly, the customer service is top-notch. Every time I’ve been in, I’ve been greeted warmly and looked after, especially by a young lady called Khadijah. Her customer service is superb! She’s helped me on both occasions and honestly, PROMOTE HER IMMEDIATELY!!! Overall, a great experience and I’ll definitely be back to shop for my second pair soon!
• M3

  Murrell 365

  Oct 9, 2026
  1.0
  I am writing to express my disappointment and frustration with the service I have received from Vision Express regarding the purchase of my glasses. My eye test was carried out at your Harrow branch, which is my local store. However, I was informed that I would have to travel to your Oxford Street branch to pay for a pair of frames, as I was not given the option of making the payment at my local Harrow branch. I explained that travelling to Oxford Street was not an easy task for me due to my physical disability. Despite making this clear, I was still expected to make the journey, causing me unnecessary inconvenience and distress. To make matters worse, I specifically requested that my glasses be delivered to my home address. This request appears to have been completely disregarded, as the glasses were instead delivered to the Oxford Street branch. I have also been given conflicting information about the delivery arrangements. Initially, I was advised that delivery would take place the next day. I was subsequently told that the glasses would arrive on Saturday, only for the tracking information to change to Monday because the parcel had only just been collected. This has resulted in further delays and uncertainty, leaving me waiting longer than I was originally led to expect. The overall experience has been extremely disappointing. I do not believe it is acceptable for a customer to have to go through this level of inconvenience, particularly after explaining that they have a physical disability and require reasonable consideration of their circumstances. I would like Vision Express to investigate why I was not allowed to pay at my local Harrow branch, why my home delivery request was not followed, and why I was given inconsistent information about the delivery date. I would also appreciate an explanation of what steps will be taken to put matters right, along with an appropriate gesture of goodwill in recognition of the inconvenience and frustration caused. I hope this complaint will be taken seriously and that I will receive a prompt and satisfactory response.
• AA

  Alina A

  Oct 8, 2026
  1.0
  Please save your money, time and SANITY and go to any other optometrist but this one! I had a series of terrible experiences at this store, and it would take a long time to list them all, but to summarise, this is the most shockingly abysmal customer service experience I've had in a while. Just to clarify, the two optometrists (Hannah and Sunil) that actually checked my eyes were both great, lovely people, and were pleasant to interact with. But everything outside of that has been a total joke. My contact lens prescription order was not set up, and I received no confirmation of anything after actually paying the fee to have my subscription setup. It's been almost 2 weeks! And I was patient for a long time, I wanted to give them a chance. I had to chase the store multiple times, each time being put on hold for long periods of time. The staff that I spoke to on the phone sounded completely disinterested, apathetic, disengaged from life and displayed zero signs of any type of human emotion or empathy, and no apology or explanation or reassurance was offered to me at any point. I might as well have been speaking to an AI chatbot and gotten further than I did with them. Even after I complained the first time the person literally stayed silent on the phone and waited for me to speak first. Rude and entitled customer service, who look down on their customers. When I called on Tuesday I was told that someone will call me back on Wednesday but no one did. I called them again on Thursday and they put me on hold for 10 min again while they tried to 'figure out' what was going on. And after all of that it's just 'oh we need to take your bank details again'. Again, no explanation or apology whatsoever. When I ask 'how come' - another multi-minute hold just to say 'system error'. As if I'm not familiar with the scripted excuses they use in customer service, been there done that! You didn't need to have me on hold for 5 min just to come up with 'system error'. You'd think they would offer me at least a partial refund to apologise for completely messing up something so simple, but no, not even an apology at any single point in my 30+ total minutes of phone and hold times with them throughout the week. I regret ever changing from Specsavers to this joke. I've now reached a point where I don't want anything to do with this company ever again, I just want my full refund. I've wasted way too much time on this nonsense. It's a lovely way to spend your evenings after a long day of work, chasing and arguing with people who have no basic human respect towards their fellow human beings.

Frequently Asked Questions About Vision Express Opticians - London - Oxford Street East