Very very nice customer service

I have been a customer at the Acton branch for years and highly recommend them. San provided me with brilliant service. I wouldn’t go anywhere else!

My wife and I have been regular patients of Eye Emporium Acton and we are very happy with the excellent service and eye tests there, and I highly recommend this practice

Customer service was excellent. They have a very high quality products too.

The optician was super professional and answered all my questions

Consistently great service at Eye Emporium Acton.

Very professional with exceptional customer service and due care. I advise all to contact them for this service and feel to be in save hands

San and all staff are great, amazing selection of frames. Highly recommend.

Very friendly

I’ve came to visit eye emporium in Acton for an appointment for my little sister the service was absolutely amazing really comforting and helpful the staff really nice and professional especially with kids they made our experience amazing especially the staff made my little sister happy

I've been a customer with the Acton branch for many years. I'm very happy with the service provided and the staff are very kind, helpful and accommodating. If you live in the area, I highly recommend them.

1st visit to the Faversham branch today after catching my eye for a while. So glad I popped in, fab range of exciting frames and I’ve now also booked my Father a hearing appointment too. Friendly staff, great visit!

At the branch I use, Faversham, the staff are always helpful and polite and they have an excellent range of product. Would recommend them for both eyes and ears!

I was contacted by Kemi at Whitstable audiology offering a free hearing health check.
She had an appointment available the same day.
She explained everything that was going to happen in a clear and concise manor.
Kemi was friendly and explained the results of the test so I knew exactly why we did the test.
I would have no hesitation in recommending her to others.

Fabulous experience. One of the arms fell off my sunglasses and Jamie fixed them for me. Very quick service, and he was very easy to deal with. Thanks Jamie!

Lewis in the sittingbourne branch was very friendly and helped with our queries he is a very caring and went above and beyond to make sure I had everything I needed x

“ I popped into sittingbourne branch to enquire about my son’s glasses , Lewis was very friendly and very helpful! Will be brining my son here from now on!”

I experienced the absolute worst consumer treatment today at Eye Emporium (located at 168 Acton High Street, London, W3 6QZ, as verified by their business card shown.
I was officially directed to this branch by Tom Ford's global customer service team to resolve a warranty frame issue. Even though the staff explicitly acknowledged to my face that they are an authorized stockist and officially represent the Tom Ford brand, they completely refused to offer an ounce of assistance. Their sole excuse? The glasses were not originally purchased from their specific independent branch.
In my opinion, they refused to help simply because they are incredibly lazy. They didn't want to bother or exert the slightest effort to communicate with the manufacturer on a customer's behalf a straightforward process that requires nothing more than sending a simple email from their store account. If they are too lazy to do something that basic for a customer carrying their brand, how can anyone trust them to provide proper service, or expect them to ever win new customers?
The contrast between this store and Boots Opticians (Ealing branch) where I originally purchased the glasses is staggering. At Boots, the customer service is defined by absolute kindness, immense respect, and a willingness to help every customer without any bias or prejudice. Eye Emporium, on the other hand, displayed nothing but pure arrogance and laziness.
When I tried to explain the situation calmly, the staff became incredibly defensive, uncooperative, and openly hostile. Instead of showing a basic level of professionalism, they engaged in a prolonged, unprovoked, and aggressive argument with me, which escalated to the point where they completely lost all professional boundaries and formally demanded that I leave the shop.
It is mind-boggling how a business operating under a reputable brand name like Tom Ford can treat people with such utter disrespect. If you expect professional, polite, or even basic human decency, stay far away from this Acton High Street branch. A formal complaint has been logged with the parent brand management, and I strongly advise anyone to think twice before stepping foot into this store. Utterly disgraceful.
Update:
The time for generic customer service replies has passed. This is no longer a simple customer service issue; it is a matter of severe professional misconduct, consumer abuse, and discrimination that has now escalated to a formal legal and regulatory level.
Please be informed that a formal, statutory complaint has already been officially registered against your Acton branch and its supervisor with the General Optical Council (GOC) under Case Reference: 2026/325. A formal Investigations Officer from the GOC is currently assessing the case and will be contacting your establishment and the registered optometrist in due course regarding this severe negligence. Furthermore, Marcolin S.p.A. (Tom Ford Eyewear Global Management) has been officially notified of your branch's total failure to fulfill its obligations as an authorized stockist (Case Number: 01990930).
Additionally, right after the incident, I submitted a comprehensive formal complaint through your official website's Live Chat system, explicitly providing my full name, email, and phone number, which means your head office already has all my direct contact details ready in your system.
Your staff's sheer laziness and hostile, aggressive behavior which ended in throwing me out of the premises has caused me immense physical and psychological distress. Due to your refusal to process my urgent warranty claim, I have been left without my current prescription glasses, forcing me to use an old pair that is causing me continuous eye strain and severe headaches. This has severely disrupted my daily life, my professional business communications, and has caused severe anxiety as I am urgently preparing for an international family trip next week.
If your Head Office is genuinely looking for a resolution, you already have my full contact details and the Tom Ford case files in your records. Any attempt to resolve this matter from your side must now take a formal, legally compliant route that addresses the physical and emotional harm caused to a disabled customer. I expect immediate action, not public relations words.

The staff where extremely helpful and was overall a great experience

A truly amazing experience! Any nerves you may have will be swiftly eradicated by the warmth and genuine friendliness of the staff. Their honesty and patience are quite simply a breath of fresh air and their product knowledge is exceptional. I honestly cannot praise them highly enough and I absolutely would recommend them for any of your optical requirements.

Great service at the Eye Emporium today:
Saw Kemi the Audiologist who was able to remove a hearing aid dome that had become lodged in my ear. Very quick and painless ☺️
Then went downstairs and asked the eye team to adjust my glasses: quickly done and a clean up of the lenses too.☺️
Thank you so much everyone xx