customer john

Dear John,

Thank you for sharing your feedback. Although you did not provide your details through Trustpilot, we were able to identify your order based on the information within your review.

We would like to clarify that Varifocals are not available on our Next Day Express service due to the more complex nature of these lenses. Your order was for single-vision reading glasses, which was confirmed in the order specification sent to you on purchase, receipt of your prescription, when the order entered production and again upon dispatch.

We understand it can be frustrating if the glasses received were not what you expected but we can assure you that your order was fulfilled in line with the prescription and lens type selected at checkout.

Our Customer Care Team have already sent you a copy of your order for reference and we remain happy to discuss this further with you directly to provide any clarification or support needed with a refund or exchange.

Kind regards,
DS Customer Care Team

Dear Customer,

Thank you for taking the time to leave us a review.

We are very sorry there have been some issues relating to your returned order, as well as the upgrade of your glasses.

From our internal checks, we can see that you have returned the glasses to upgrade the lenses to the Xtractive Transitions for both pairs priced at £85.00 per pair. As the discount code on your order only applies on the Varifocal lenses, this did not affect the price of the Transition options.

However if you wish to reorder the correct lenses, we can offer you a more comprehensive quote using the 35OFF code available during the time you ordered applying a 35% off the order instead. We will note this on your account and let us know via email or phone if you wish to proceed with this.

Please accept our sincerest apologise for the clear inconvenience caused.

Kind regards
Team GD

Good afternoon,

Thank you for your review of OnBuy.

We’re really sorry to hear you've had a less-than-positive experience with one of our sellers.

We have requested more information about your experience. This will help us verify your order so that we can look into this further for you, in the interest of finding a solution.

You will have received an email directly from Trustpilot requesting information to help us identify your order.

Once we have obtained this information from you, we will begin looking into your issue. A member of our Customer Care team will be in contact via email to get the ball rolling.

We’re hoping that we can help you get this resolved, so thank you in advance for working with us on this.

Best regards, OnBuy.

Hello.
Thank you for your feedback. We recently reviewed our shipping methods and improved them for faster deliveries and included tracking on £30 orders we hope this will help compensate for any adjustments.
LIQUID TEAM

Thanks for your kind review !!! We appreciate your feedback.