Hidden prices and extra add ons …
Hidden prices and extra add ons not explained anywhere.
I recently had an eye test at your store, was given extra scans with no explanation why these were needed as I didn’t have these last time. I had a new prescription then chose frames, with the lenses and other costs added on the total cost was £300.
Nowhere (in store)did it state costs of various lenses or coatings, nor was I told. (varifocals & anti reflective), I completed payment and read the receipt shocked.
Absolutely ridiculous price for 1 pair of glasses, also pressured by assistant to buy expensive designer brands until I insisted no and then more hassle to get me to buy another pair and sunglasses too . Not likely !
Too pushy sales techniques and unclear pricing. Seem to be under the impression that I’d be willing to spend any amount.
Also told my new glasses would take up to 3 weeks to be ready. Hardly express!!.
Now being bombarded with emails asking me to leave feedback and a review, I already have and it’s a negative review.
Absolutely ridiculous.
Reply from Vision Express
Dear Me,
Thank you for taking the time to share your feedback. I’m very sorry to hear about your recent experience — this certainly isn’t the level of transparency or service we aim to provide.
We completely understand your frustration regarding the lack of explanation for the additional scans and the pricing of lenses and coatings. All optional extras should always be clearly discussed before proceeding, so you can make an informed decision.
It’s also disappointing to hear you felt pressured to purchase designer brands and additional pairs. Our teams are encouraged to provide options, but this should never feel pushy — your comfort and choice come first.
We will be looking into this further, we’ve sent you a private request for more information. Once we receive your details, we’ll begin looking into the matter right away.
Please check your email inbox for more details on how we can resolve your concern. We're here to support you every step of the way, and your satisfaction remains our top priority.
Once again, we sincerely apologize and will make sure to thoroughly look into this matter for you.
Kind regards,
Angelica from VE Team