September 2025 by Lydia McDowall
Today was the first time I?d visited Vision Express for an eye test. I won?t be going back. I had a 10am appointment booked today. When I arrived the young man was unable to find my booking but then he was assisted by a colleague who found it. He took me straight through for the pre test and was very pleasant.
After that, there were no seats for me to sit and wait so I browsed the frames for a while until one became available. 30 mins later I?d seen people come into the branch after me who were taken through to their appointments whilst I still sat there. No one thought to ask or check if I was being seen to. I approached the desk and asked what was going on. I was told they were delayed and that someone was going to check what was going on. I sat for a while longer and no one came back to explain anything.
I approached the desk again a few moments later and spoke to another member of staff when one of the ladies I?d spoken to before returned and said they were behind schedule, had been since 9am, and didn?t know when I?d be seen. It was now close to 10.45am. I was told that they had emergencies that had come in which take priority. I can totally appreciate that but what I can?t appreciate is that no one communicated that to me until I asked. The lady said she had only just found out herself. Does no one communicate to each other in that store? Surely that?s something they should all be aware of.
I was told I could wait but she didn?t know when I?d be seen. This was quite a ridiculous offer in my opinion. It was either that or she could rebook me.
The reason I booked with Vision Express was because I was seeking a better service than with previous opticians I?ve been to. Seems like I shouldn?t have bothered as this is worse.
For some reason their system ?lost? two bookings. One of them was mine. Vision Express needs to sort out its systems in that case and staff need to be more observant of the customers in their store. None of their staff members approached me to check anything having seen me sat there for so long, and I probably would have still be sat there if I hadn?t gotten up and asked.
Never again. No thank you to rebooking.
Update 23.09.2025
Following the reply received, I did as suggested and escalated my complaint. I've received no acknowledgement or response, so what was the actual point? Vision Express will never get my custom. Absolutely appalling.
September 2025 by Rukhsana Yaqoob
Excellent service. Mrs Choudhry was very professional, caring and patient during my visit. She took time and care during my visit- I would highly recommend her. Thank you so much!
September 2025 by Frederick Wagner
Top service
Extremely fast
Well Done Team
September 2025 by penny scorey
Great eye test as always , and picked up that I had cataract in one eye, also arranged appointment for me to see specialist at a clinic !! Priti at North End Croydon was so helpful and answered all my questions x x
September 2025 by David and Avril Smith
Very pleasant staff, very thorough testing and clear explanations, but a bit pricey for me, hence 4 stars
September 2025 by Lolo
I want to thank you all for your great service
September 2025 by Monique Wisdom
I had a very helpful an knowledgeable young lady called Yasmin. Her manner and support was excellent, and she very polite. I felt reassured after leaving store!
September 2025 by Alexander Brame
So was early for my appointment didn't wait long had eye test and agreed for new reading glasses also agreed to wear distance glasses when driving . Very important I do this. So now have to take both sets of glasses when going shopping .
September 2025 by V Newland
I am a regular customer here and every time I get Appointments promptly and very good customer service provided would recommend to family and friends
September 2025 by Mona Sathyadevan
Absolutely fantastic
September 2025 by Ricky Whyte
Was left waiting for quite a while and the opportunity to offer me assistance was not very forthcoming, the lady who served me (eventually) was very pleasant (I believe her name was Anjham) pricing isn?t very competitive and I don?t think I would go to Vision Express again based on my experience to be honest
August 2025 by Ian Field
My optician is so thoughtful and thorough. I really feel like she takes the time to find out what I need and what's best for me.I'm really happy with Vision Express and wouldn't go anywhere else.
August 2025 by chris prior
It was good as expected
August 2025 by Anil Den
Evie the associate who dealt with me was very professional, knowledgeable and explained everything to me . She shared the demonstration with me explaining every stages and ensuring that I was comfortable with my audio nuance glasses. On collecting my audio glasses she downloaded the appt and recap on everything. I left the store very satisfied. Please let her know how appreciative I am of her help and advice. Thank you
August 2025 by Anthea Simon
Professional, great customer service, friendly and helpful staff. Great selection of frames.
