Good for glasses, bad for contact lenses (Vision Express)

Member Name: olly374

Product:	Vision Express
Date:	25/06/05 (1856 review reads)
Rating:

Advantages: Good selection of glasses, Quick make up of glasses if your lenses are in stock, Staff who are helpful about glasses

Disadvantages: Charges more than other high street stores for contact lenses, Has an IT system that doesn't allow people who don't bank with HSBC, Barclays or Natwest from joining direct debit scheme, Assistants have a problem in returning phone calls

I decided in December 2004 that I wanted new glasses because my old frames where worn out as they were cheap. I went to various optical stores with friends, and then with my 12 year old nephew to choose frames at different times. Finally I decided on a frame shape but couldn't find the right colour in any store. I popped in to Vision Express in April 2005 and found they had about 7 frames that where the right shape in various colours.

After talking to a helpful assistant about the frames not being in the right colours, he dug out some frames in a dark purple. I then had an eye test and went to wander round some shops. I came back in 45 minutes and my glasses where ready. I have had no problems with my glasses.

As I do a lot of sport I also needed to get a contact lense prescription. So a 2 weeks later I had an eye test for contact lenses, and was given some trial lenses. These lenses where not suitable for my eyes so I went back had a check up, and another set of trial lenses where sent to me in the post. About 2 months later I went back into the store and it was agreed these contact lenses where suitable for me. I decided to join the stores Carefree Contact Lense scheme due to ease of purchase. The assistant tried to put my details into the computer but the system wouldn't let my bank details be entered. He got another staff member to help him but still he couldn't enter my bank details. So he got in touch with IT support and they tried to enter my bank details but still they where unable to. The assistant promised to phone me up the next day with a solution.

Before I left the store an angry female customer came into the store. She demanded to know why their daily disposable contact lenses cost more than anyone elses.

The assistant didn't phone me (I have a voicemail on all my phones- mobile and landline) so I have emailed customer support about the problem. While they have acknowledged my email stating they have not heard of such a problem they have not come up with a solution.

I am now going to buy my lenses elsewhere.

It seems that Vision Express:
1. Charges more than most other high street optical stores for contact lenses
2. Has a IT system that doesn't allow people who don't bank with HSBC, Barclays or Natwest
join their Direct Debit lense scheme. (I bank with The Royal Bank of Scotland part of the banking group who owns Natwest so my bank isn't a small one.)
3. Supplies lenses specially packaged for them so you don't know what lenses you are buying. However other suppliers can use a chart to work out what you are getting.
4. Assistants are bad at returning phone calls. I have an answerphone on my landline and voicemail on my mobile.

In summary if you want to buy glasses go to Vision Express however if you want contact lenses go elsewhere.

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