Tony H.

I ordered my glasses on Friday evening, 30th June 2023 and had an email requesting they require a new prescription. No problem GD. I made an appointment on Monday morning, 3rd July 2023. My prescription had changed so I rang GD at around 10am. They requested I email a picture of the prescription. This was sent and confirmed for the glasses by 10:14am.

Glasses arrived on 8th July with the old prescription even after being told that everything was sorted. Rang them, they've told me I would need to send them back for inspection, annoying but makes sense as I can't be compensated without proof.

Glasses were returned and arrived with GD on 12th July (returned glasses on 8th but due to weekend, post office weren't open Sunday to start delivery process). I was emailed on the 15th July stating that they got the correct prescription for my order. My new prescription that was sent and confirmed by GD were -1.75 in both lenses, the lenses that arrived were -0.50 (stated on the letter the glasses came with). Being told I was wrong having this information was obviously very frustrating.

I asked them what prescription they had, they emailed the date of the prescription, so I asked again so we can confirm whether they have -0.50 or the correct and confirmed -1.75 and they responded that a dispensing optician will review the lenses... again.

I was then asked on the 15th July for a copy of my prescription. This was sent and confirmed by GD on 3rd July. Please bear in mind I'm not speaking to the same person throughout this, it's a different person picking up the email and confusing things further. I've spoken to about 7 different employees.

A copy and paste reply was then sent to me saying exactly what they said a day before.

An email today reading (also a copy and paste reply) saying they have received my glasses and they are waiting to be processed... this could take 2 weeks. Meaning at the latest my glasses will arrive on 30th July. A month since ordering the glasses completely missing them for my holiday and of course a month wearing old glasses with the wrong prescription.

Only an apology for what was Glasses Direct's error in the first place. Again, new prescription confirmed via email before the glasses were sent out.

No refund/partial refund, no real care, no compensation, just various employees copy and pasting replies given to them by the company. Do not order from here, just go to Specsavers, Asda, Vision Express so you can communicate with someone in person. I will never be ordering/recommending Glasses Direct ever again despite singing their praises to anyone needing glasses since 2017.