Vision Express Opticians - Southampton - West Quay

Reviews

• AT

  Alice Townsend

  1 day ago
  5.0
  Very pleased with the service. Helpful snd patient professional brilliant best option I’ve ever seen I’m 76 years old. Great staff.
• PB

  Peter Bateman

  5 days ago
  5.0
  All staff I dealt with were very knowledgeable , extremely helpful and very friendly . Couldn’t have asked for more . A very happy customer .
• TL

  Theo Limbert

  Aug 23, 2026
  5.0
  Today I came in for a routine appointment where I was looked after by the optometrist Adiel who was excellent and went out of his way to ensure I had all the information I required. I was later assisted by Maz who was incredibly patient and helpful in instructing me how to put contact lenses in correctly. An overall great experience from two personable gents - two credits to the team.
• MV

  Martin Vine

  Aug 20, 2026
  1.0
  1 star is too good for this store, google should give an option for 0 or minus stars. I am absolutely apalled and disgusted with my treatment and lack of service from this store. I ordered a pair of ray ban glasses with transitions and when they first arrived in store which was much later than the timeframe I was given, the frame was chipped along the bridge and the arms were scratched and chipped, the lenses weren't fitted properly and looked like they had been forced in. There was also debris wedged between the frame and the lenses dust, dirt etc which shows the lenses were fitted in an unclean, unsanitary environment. Absolutely disgusting condition I received the glasses in. Went back into the store to address these issues and wanted the whole job remade frame and lenses because having my current lenses going to a different frame could cause stress and damage the lenses further if they are forced into a frame they weren't originally cut for. But the dispenser tried to just order another frame which he should have know better not to do. When my second order finally arrived, I noticed that the transitions on the lenses weren't activating in sunlight the way they should and not the same way my first frame lenses did. Great so Vision Express have messed up my glasses yet again was my first thought. Went back to store yet again to try and explain the issue, wasnt able to make anyone understand. All the manager did was hold them under the UV machine and said they seem fine to me and offered to send them off for inspection. I told him that the transitons don't seem the same out in sunlight and dont offer a dark enough transition protection as my first pair which they should and I can't have them sent off as I need them for driving and they are my only pair. I wasnt offered any alternatives just told to go and stand in the sun and let him know how they are which I already did. No customer service, no apology, nothing. To top it off we phone up the store about these issues and explain them and the store manager chris phones back and has the audacity to say a staff member of his called us rude for simply addressing our problem, THATS RICH!!!!!!!!!. This was my first time with Vision Express and it will certainly be my last. I am absolutely disgusted with the treatment I have received. I will go back to and stick with boots opticians from now on. For a company who claims they care about customer service they have a long way to go. Would advise anyone to go elsewhere.
• KD

  Kate DH

  Aug 6, 2026
  1.0
  Not good. Started very well I was really happy with my lenses subscription. Till 1 lot was late, another then turned up open broken and half missing at my corner shop if had to divert to as I was out when they tried to deliver last minute I called to be told they had my old address on file and couldn't find my details despite me updating twice and lenses apparently being sent to my new place?? Seems they have split systems or something. They said they'd walk some to my house as going past it after work . They didn't... Waited hrs past the given time to be told we don't know where they ended up will check with the colleague and call me right back. They didn't bother. Night wasted. So I called again next day to query and ended up having to raise a complaint. I was given 6 months free with my payments paused. Advised to change to in store collecting as better moving forward. It's not better, the whole point of delivery was to save that. But I need them full time so I agreed. Had an email to say in April my payments are going up. Emailed back re my pause, no reply. Tried to call, no reply. Disconnected. Now 7 months later my subscription is due to start and I've run out out of lenses, so called the store...to be told my subscription is paused as I've not had my checkup or "after care" ?? I Advised I've heard literally nothing to be told sorry not sure why uh maybe some letters probably got sent out to my old address?! What despite me updating. Yet they have my email AND phone number but never thought to once just bother to contact me either way. It also turns out do have my right address but not in the correspondence preferences set up correctly. Was told I have to book my appointment then or online to have a checkup then can start lenses again. I Told them not to bother. Please cancel no more charges etc. They can't tell me If I'm still being charged now just I "shouldn't" be but they have no way to see. So I have to dig back over all my statements as I'd been told I wasn't being charged. Now I have to let them know so they can refund me if I've paid. Not convinced, I asked for confirmation of cancellation in an email and was asked why I need it and what they need to say. Really. So unprofessional of a service. Total shame as I'd left another place to use them as they were amazing when I first signed up. Great value and really on time, helpful etc... for like a few months then it all went badly downhill. Well, I now have no lenses and no optician! Have to mess about all over again. Thanks 👍🏼

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