Vision Express Opticians - Newcastle

Reviews

• CO

  Chantelle Oxley

  Aug 23, 2026
  5.0
  Recently visited as I was experiencing problems with my vision. The eye test was so thorough and the optician really helped with my anxiety. Special thanks to Lauren for being so friendly and helping me pick a new pair of glasses! First time visiting Vision Express in over 10 years but will now use VE as my preferred optician.
• MA

  Margaret Ames

  Aug 22, 2026
  5.0
  I had a grt experience at vision express the staff very attentive to my query . Very impressed with the service .
• KM

  Karl Morris

  Aug 21, 2026
  5.0
  Went to see contact lenses specialist Gary and he is absolutely the best of the best ! World class
• AD

  ad. do

  Aug 13, 2026
  1.0
  I had an advanced eye test. The optometrist’s assessment was thorough. Once I moved into the shop to choose my frames, the experience became increasingly frustrating. Firstly, I did not receive guidance from a dispensing optician or optical assistant regarding which frames would be most suitable for my multifocal prescription. I chose my frame, paid for it, and waited. My glasses arrived, and I went to pick them up. I tried them in the store, and they seemed fine. However, when I got home, I noticed that the frame I received was chipped. I remembered I had taken a photo of the frames when I first tried the display ones in store and had a look at the photo I took, only to realise I was given the same display chipped frames. So I was supplied with the chipped display frame I had tried on, without being asked whether I would like to receive the display model I tried on, or whether I would have preferred a brand-new frame. I returned to the shop and provided evidence that the chipped display frame was the one I had received. The staff member I spoke to justified that she couldn't speak for everyone and acknowledged that I should have been asked if I wanted the display frame I tried on or a brand-new one. I was passed to another member of staff and asked to explain the situation again. She then looked on the computer to see if the frame was in stock, and it was. She simply ordered a new one. She was friendly, but I was not told what happened, nor was I given an apology. I asked for a confirmation receipt of the replacement order but didn't get one until I went back that day and asked again. I eventually got an apology after this. The new frame arrived quickly. I returned to have my old lenses fitted into the replacement frame. After I got home, I noticed that one of the lenses was not sitting securely, clipped in the new frame, and was popping out of the groove, making creaking sounds from being loose. I took the glasses back to the shop, where a staff member examined them and attempted to fix them. After some time, he explained that a screw was loose and mentioned another issue that I did not fully understand, and suggested the issue was fixed. I checked them myself, only to see that one of the lenses was still popping out. At that point, I realised it wasn’t fixed, and my concern was not being properly acknowledged. I felt he was trying to gaslight me, as I was told the issue had been fixed when I could clearly see it had not 🙂. So, I had to go back and forth to identify what was obviously wrong. Eventually, the staff member acknowledged that one of the original lenses was not matching the replacement frame. I was then told that the only solution was to have a completely new pair made, including both a new frame and new lenses. In the end, the member of staff ordered a new replacement. While I appreciate that the situation is now being addressed, the overall experience has been extremely disappointing. What concerns me most is that I repeatedly had to identify problems that I would have expected the optical staff to recognise and resolve themselves. On more than one occasion, their approach was to try to make the situation work rather than properly establish whether everything had been fitted and supplied correctly in the first place. Is this a lack of professionalism? I believe a customer should not have to go through this, particularly when purchasing prescription multifocal glasses. My experience showed me that there is a poor level of customer service, care, and quality control provided throughout the process by Vision Express Opticians Newcastle Eldon Square. Adrian
• SC

  Susan Crawford

  Aug 3, 2026
  5.0
  This was my first time at vision express it was extremely busy when I arrived for my appointment but I was seen on time and greeted by the lovely Kerry who took my details I was then taken in for my eye test and afterwards had time to browse to choose some frames it was still very busy but I wasnt rushed at all overall a good experience all round .

Frequently Asked Questions About Vision Express Opticians - Newcastle