* Prices may differ from that shown
Buyer beware, bought 2 pairs of glasses neither of which I could see with. Returned as per policy for full refund which never came.County court judgement entered against them but still no refund so paid £100 for high court to issue warrant of execution. Yes you have guessed right stil lno refund and high court appear to have closed case.Do not consider using this firm
6 weeks and waiting.Lying repeatedly about delivery dates.'Problems' in the laboratory.Just don't bother, go elsewhere.Incidentally, look at the writing style of five star reviews written on Trustpilot very carefully.You may notice they read somewhat oddly.I'd pay more attention to the negative ones.Use Duedil (google it) to gain more of an insight into the company.
I was so excited to think I could get two pairs of varifocals for £166 however my excitement was short lived. Firstly I only ever received one of the two pairs I ordered but this turned out to be the only positive aspect of my relationship with this despicable company. The first pair arrived very quickly but when I tried them it was obvious straight away that the lens was not my prescription. I have worn varifocals for over five years without any problem but this pair was unbearable to wear. The frame was very cheap and tacky. I returned them promptly and asked for the second pair which had not been dispatched yet to be cancelled. Owing to the 30 day money back guarantee I took for granted that I would get a full refund as described on the homepage of the web site. Unfortunately not. The customer services said I should refer to the terms and conditions. But it did not say this in the bold wording "Full refund if returned in 30 days for whatever reason" . It was obviously a con and when I pointed this out the home page wording was removed within a day of my reporting this to Trading Standards. To make matters worse I have now had to contact my credit card company to get any refund as they will not refund my money (any of it, it seems) The customer service staff must be trained to answer any queries with untruths as they are full on with arguing with you and trying to palm you off with pathetic excuses as to why the customer is always wrong and they are always right. My advice keep your money safe and don't touch this company with a bargepole. I have got to give a minimum one star in order to complete this review but trust me one star is exceptionally generous.
Bottom line - I'm still waiting for my money back after they abruptly cancelled my order on 16th October because I was buying them for my 15.1/2 year old son.Very very argumentative and apauling customer service.They do not respond to my calls and I'm waiting for an e mail.Terrible service, arguing with me over the phone, telling me my order was stuck in a pile with Royal Mail etc etc. Lying about next day deliveryIn fact EXACTLY the same service and experience as the previous comment but our order was cancelled so we are now not expecting the glasses.Have they gone bust?I am very angry and frustrated and want my £103 back!!!
I would like to start off this true review by highlighting the positives first and then I share my extremely bad experience with this company.
After using high street opticians I thought it was time I considered the online marketplace as advances in internet technology coupled with high consumer demand especially on the UK platform of ecommerce and secure payment facilities, maybe I needed to change the way I purchased my spectacles. After surfing many different optician websites I came across Directsight and was immediately drawn into the website design; sleek, professional looking, easy to navigate and most importantly they advertise the right products at great prices. It's also worth mentioning they are a UK based company and production in the UK too so this was the icing on the cake for me.
I found a pair of spectacles and placed an order under their 2 for 1 offer. Great value I thought! Well....thats where things turn sour in terms of my customer experience. Fully aware that my particular order would take 28 working days as with the majority of online opticians on like-for-like spectacles the main issue I have with them is their service (or lack of):
1.As a general consumer it can be perfectly appreciated why it would be common courtesy to call your supplier for a simple update on the progress of your order being that completion is estimated approx 5 weeks for a product they have in stock and will be produced in a UK lab. I called after 7 working days to be specifically told my order would take between 7 - 14 working days to complete. (Fair enough we're still within the 28 working day period but my order should be completed early - nice).
2.After 14 working days had past I still remained optimistic and contacted them on the 20th working day to ask whether I would receive my order by the 28th working day. They were very evasive in their comms and could not therefore guarantee anything.
3.On the 22nd working day I received two emails; 1 a email informing me that my order was complete to scheduled to be dispatched within 24 hours and another to confirm dispatch had taken place....wait here's another issue....they were only dispatching ONE of the TWO pairs of glasses to which I queried and they flippantly replied that one was ready before the other and I would receive another dispatch email for that one.
4.My order is over £49 and so qualifies for a next day delivery so I thought - finally with relief at least I will receive something from them. At the same time I questioned why they would split my order and send me two separate next day delivery parcels - it just doesn't make any sense.
5. 48hrs after receiving the dispatch email I have not received anything from them. They have ignored my emails to them, cut me off over the telephone and have today ( 26th working day) not even apologised for their errors. Only after numberous attempts they then pathetically say that they haven't dispatched HALF of my order (even though I've recieved confirmation of this 48hrs ago), to which I correct them...and an hour later they claim its with the RM and their responsibility now!!! CAN'T MAKE UP THEIR MIND IF THEY HAVE THE PARCEL OR NOT!!
6. So Saturday (friday was the 26th working day) to my suprise I recieve a parcel from them of HALF or my high value order 1st class recorded which they posted only yesterday. Which means they still had the parcel all along and whats worse is that my order being a high value order £100 + wasn't sent as a next day delivery as promised according to their T and C's on their website!!!
7. Just the other half of the order to recieve now.....THIS WILL BE INTERESTING as we're only 2 days from the 28th working day!!!
Shame really as the products themselves are decent quality.
Ok, it started when I booked and paid for a 3 Day Weekend Bahamas Cruise service for a pair of NON prescription sunglasses.
I posted the glasses via recorded delivery and after not hearing anything to confirm they had received them I called them to be told I should have got an email. No email but no big deal, and apparently they were in the "lab" so they should be back to me quite quickly. Sounds good!
A week later I thought I'd give them a call as I needed the glasses for the following Saturday (16 days after they received them) and was wary of the allow up to 14 days policy. Again I was reassured they were in the "lab" should be sent out soon. Ok, not too worried but they've had them for 8 working days and these are not prescription and no progress.
Then I called them on the 14th "working" day to check out what was going on. Oh well we didn't receive them til 2 day's later than the recorded royal mail date! Err how?! I asked. Well it can take up to 48 hours to go from our goods in to get to us I was told. What!
Ok this is where I gave up!
Hopefully I'll get the glasses back in the same state I sent them and get a full refund. But after the service I'd received up to date I don't think it's going to be straight forward! Again I was spoken to like an idiot and obviously they only use royal mail special delivery. After I questioned what service they would use as I was now in a hurry! First she said first class and I said that wouldn't be here next day. She snapped at me that it was the recorded service and I let her know that wouldn't be next day then finally she informs me that it's special delivery. As that's the only service they use! And I would know this how?
This couldn't have been dealt with any worse! Including several emails which were ignored.
I really wouldn't want anyone to have the experience I've had. Shop around the Web. You really could do no worse!
~Reglazing an old friend~
After going nearly five years without needing to change my prescription and consequently my glasses, I started to sense that my sight was not as good as it had been. I phoned the local Specsavers and trotted off for my appointment, leaving not long after nearly £200 worse off after succumbing to the temptation of a fancy swanky pair of frame-less specs and a new pair of sunglasses. When I got home a wee bit of common sense kicked in. I don't wear my glasses all the time and I realised that if I were to sit on my specs, leave them on a table and wander off, have them fall out of my bag or any number of other daft but entirely possible scenarios should ensue, I didn't have a back up pair. Specsavers had told me my main specs could take up to 3 weeks to arrive so I figured that maybe I could get a spare pair sorted quicker than that. I bounced around the internet for a while to identify a number of so-called 'reglaze' sites and identified Direct Sight.
The principle is simple. You have a pair of old frames you love (or perhaps don't hate) and they're still in great condition and not yet utterly dated and unfashionable. Maybe your prescription has changed - like mine - or you've scratched the lenses or maybe just want lenses with anti-reflect, tinting or some such effect. If you ask the lovely people at Specsavers to reglaze them (that is to take out the old lenses and put new ones in) you can kiss goodbye to the best part of £60 to £70. Specsavers don't WANT to reglaze your specs - they want you to buy new ones, ideally to get carried away by one of their complicated offers and buy TWO. That's what they're about and they're very good at it. Bringing your old specs back to life is not their core business.
Reglaze sites will take your old glasses, put in new lenses and then send them back to you - in theory, though my experience shows that it's not always so simple. In the case of Directsight.co.uk, they would take my old specs, update the lens prescription, do the anti-reflect and anti-scratch coatings and send them back for the princely sum of just £23.75. Bargain.
Perhaps some part of me was sceptical because I didn't send my much loved 'main' glasses. I sent my previous 'spare' pair - a set of rather swanky pink Missoni frames that probably required a little more self-confidence in the face-furniture department than I'd ever really been able to muster. They weren't cheap - they'd been part of a designer range from Specsavers but I'd rarely worn them, sticking to my less 'hey, look at me' black half-framed alternatives. The Missoni frame was classified as a 'rimmed frame' - meaning that the frame goes all the way round the lens. The ones I hesitated and decided (thankfully) not to send, were semi-rimmed - with the frame going round the top of the lens and the lower part being held in place by a plastic chord. The costs for both types are the same - only entirely rimless glasses are more expensive.
Rimmed and semi-rimmed reglaze starts at £10. Bifocals are an additional £30 and varifocal are £45 extra. You then add on a 'package' of what you want done to your lens on top. These start with the free 'bronze' package with standard lenses. The silver package gives you scratch resistant coating for £5, Gold gives you scratch resistance plus anti-reflect coating and UV-400 protection for £10. Platinum, Platinum Plus and Platinum Super suggest they were running out of precious metals for thinner, even thinner than thinner and eventually super-dooper extra thin lenses. These will set you back £30 to £99 on top of the original frame cost. Various tinting options are available on top of all these. You can clearly spend a lot of money if you want something complex and indeed the company ask you to call them if you want to discuss a complex request. I chose the Gold package - I don't have very thick lenses but I did want anti-reflect and anti-scratch was a bonus. With postage on top my bill came to £23.75.
I downloaded the order form and filled in my details. I made a photocopy of my new Specsavers prescription and put that in the envelope with the order and my old specs after filling in my credit card details and sent them off feeling mildly optimistic that they might get my reglazed glasses back to me before Specsavers had my new ones ready. What an optimistic fool I was.
~The Long Wait~
On the 27th of March - about a week after I sent them - I got a mail confirming my order and telling me my glasses had arrived. Two days later I got another telling me they'd been posted, saying they would take 7-14 days but 91% of deliveries were within 3 days.
By the 8th of April I was getting concerned so I wrote to them and when I got no response to my email I phoned to ask what was going on. The very nice lady on the phone said she'd get in touch with the lab and get back to me. On the 11th she eventually did but not with any useful info. She was waiting to hear from dispatch for the tracking reference and would get back to me. On the 12th I wrote and asked them straight "Have you lost my glasses?" No she claimed, my glasses were 'in the possession of the Royal Mail' and apparently my poor postman was being interrogated and an investigation was going on. My postman's a sweetheart - I didn't like the idea of him locked in a cupboard with bright lights shone in his eyes.
Throughout this nasty process they've blamed the Royal Mail. It was their choice to use Royal Mail so sorry, but that makes it their responsibility to sort it out.
Four days later on the 16th with no more news from Direct Sight I fired off another mail. In this one I pointed out that I'd already asked for their service to be added to two consumer websites so I could write about them and I was going to find it hard to write anything very nice based on the service I'd had. I'm unsure whether this helped or not but they then offered as 'a gesture of goodwill' (keep in mind THEY lost my glasses, THEY chose to use Royal Mail - none of this is MY fault) they would let me have a new pair of glasses from their Direct Sight range of frames and would glaze them for me. Would I like to choose a frame? These glasses were to keep me going until the parcel was found.
On the 19th of April I chose a frame and sent them the reference. I didn't want to have to buy a frame sight-unseen off a website. How the hell would I know if they would suit me? It's a total gamble. I picked an inexpensive frame which they sell at just £19 but there were options up to around £40. Last weekend (28/4) the glasses turned up and they're not awful but they certainly wouldn't have been ones I'd have chosen in a store. They arrived looking rather dusty and with glue-like bits around the rims that need a good fiddle to get them off. They'll 'do' but they aren't what I wanted. The despatch note doesn't tell me if they have anti-reflect and scratch resistant coating though I suspect they might but I don't know if I've got what I wanted even on the lenses.
These were supposed to be interim glasses until the lost ones are found. I'm not holding my breath. If my glasses aren't found, what happens then? So I wrote thanking them for the new glasses but pointing out that this wasn't the end of the matter and asking what they were going to do with regards compensation for my lost glasses. It has been clear throughout this mess that the only way you'll get anything out of Direct Sight is by persistance - you as the customer need to make all the running. I checked the Royal Mail website and realised that as the non-recipient, I couldn't make a claim because I had none of the posting details. I asked Direct Sight what they were going to do regarding my compensation. Yes, I had a pair of glasses in the right prescription but that wasn't what I had ordered so I was still unhappy.
The subsequent communication started to get a bit nasty. I kept calm, they kept calm but it was clear how much animosity was festering on both sides. They told me that my replacement glasses were 'compensation' and the matter was over. I drew their attention to the earlier mails and pointed out their 'gesture of goodwill' was pretty shabby if they thought they could subsequently turn it into an unofficial compensation. They said I could have my money back if I returned the glasses and I told them they could forget that. They lost my frames, I wasn't sending back their 'gesture of (rather shabby) goodwill' and I wanted my money back. IF my original glasses every arrived they could have their glasses back but not unless that happened.
I got my money back - minus £3 presumably for the postage of the replacement. I checked my bank account - it really is there. If I hadn't made a fuss I'd have got nothing - no glasses, no refund, nothing at all.
I can't recommend this site after the experience that I've had though I'm willing to believe I might just be the person who got the unlucky deal on this.
The idea that the Royal Mail stole my glasses is just bizarre - they were in a box that identified they were glasses - WHO would steal a pair of glasses? They've not been stolen at our house - we're in the middle of the countryside, down a private road with only 4 neighbours. Nobody passes by - we're not in a shared house with loads of tenants one of whose dog ran off with the parcel.
If you are looking for a more expensive reglaze, they send the glasses by signed for delivery which might give a bit more of a feeling of security. If you want cheap glasses and you aren't too fussy about the frames you can get a cheap pair of specs if you're willing to take a risk on the frame looking OK. But for me I've learned my lesson and I won't be going back. I'm just relieved that I didn't send my favourite frames and lose them.
I ordered from directsight.co.uk a month ago, the glasses I ordered were taking a long time, after emailing they told me there waiting for there Ray Bans to be shipped from Italy due to some warehouse production delay.I was starting to think they was like wantglasses.co.uk (scam website) whom I lost £90 too :(
So I cancelled my order and requested a refund within a timely manner.
(7 working days(directsight.co.uk state upto 14 days))
Much to my delight I did receive a refund for these glasses at the full amount I paid.
They also emailed me back within 24 hours, each time I needed to contact them.
I did try phoning directsight.co.uk a few times and I couldn't get through or leave a message.
Cashback is available at very good rates on Quidco.
Unsure why they use the name directsight when there's a much bigger retailer called sightdirect.
But overall I feel I was influenced by a lot or bad reviews on the www. and requested a refund, would be nice of someone whome has ordered a designer frame to write there review also.
I don't know about the other reviewers with the refund problems, after having lenses made. Maybe they didnt read the small print or misinterpreted frames to include lenses ?
Would buy on a credit card next time for extra protection on my purchase.
The customer service at DirectSight is terrible; they are unwilling to help in the event that the glasses do not fit your face properly. They have listed the "Direct Sight Returns Policy" incorrectly on their website, stating that you will receive a refund as long as your items are returned in their original condition. They fail to state (possibly in order to purposefully mislead their customers) that you cannot return lenses that have been made to your prescription. The glasses I ordered were not the correct size for my face and thus I could not see properly with them, but the customer service representative refused to assist me with a full refund, even after a full refund had been guaranteed to me a day after I received the glasses and called the customer service for the first time, in order to be sure I returned them correctly. Do not trust DirectSight with preparing your glasses - they felt very cheap and, should they not fit your face correctly, you will be out of a lot of money. All in all, they are a bad company because their website is deceptive and misleading, saying "easy returns" and then listing incomplete and inaccurate information under their online "returns policy." Beware!
It would appear that the bust company Wantglasses.co.uk is now trading as Directsight.co.uk. There are lots of reviews saying Wantglasses.co.uk have taken payment and not delivered......run off with the money! Prceed with caution! One thing is for sure both companies are run by the same guy...... Joe Sammons.
It took over a month for delivery, despite original promise of 7 days and many changed stories. Never an apology.Glasses were useless. Couldn't see properly so sent them back.They said it took a month for them to receive them despite the signature on the recorded delivery saying to took a day.Initially they said one lens was wrong, then said they were correct.The only refund I was offered was £70 on a £215 order.Total rubbish.Do NOT buy from these people.
Ordered end of November for a pair of sunglasses. Never told they were not in stock, kept chasing and 3 weeks later they sent me the wrong pair. Was promised to be given a refund without having to return the glasses but then 1 week after still no refund. Contacted them again but spoke to different people and was told won't get refund unless the wrong glasses are sent back. Treated me like a liar even though their employee offered something he shouldn't. Just basically been messed around for about 6 weeks and they don't seem to care if you are not happy with their service. Will never use again.
For anyone who hasn't come across them before, Direct Sight are on online retailer selling prescription glasses, designer sunglasses and other non-designer frames (plus driving glasses, reading glasses, etc).
I was originally attracted to Direct Sight by their prices; they have a claim on the front page of their website which states they're up to 80% cheaper than high street alternatives (probably down to the fact that they don't have shop overheads, etc).
So I bought my first pair of frames from them a little while ago - a pair of Ray Ban Wayfarers - and I was really impressed. The price was the best one I could find online (and I spent a while searching) and the customer services were great. I was sent a confirmation as soon as the payment was sent, and they let me know when the frames were dispatched. The sunglasses arrived very quickly, and they were exactly what I was hoping for - genuine, brand new and in absolutely perfect condition.
I immediately left them a positive review on TrustPilot, and proceeded to buy myself a second pair (aviators), and got the exact same experience. I'm really impressed that the levels of customer service are so high considering the prices, and will buy all my frames from them in the future.
Highly recommended - you can visit them at www.directsight.co.uk