Mister Spex レビュー 7,489

Retoure auf Kulanz - schlechter Kundenservice

Leider gibt es Gründe (wie z.B. Krankheit), warum eine Retoure nach der 30 Tage Frist nicht möglich ist!
Mr. Spex zeigt kein Entgegenkommen, was ich als unzureichenden Kundenservice erachte!

Des Weiteren ist zu bemerken, dass es sich als äußerst schwierig darstellt überhaupt einen Kundenberater/in ans Telefon zu bekommen.

I bought a frame in January 2025. In July the frame snapped and I was asked to send it back, but that it could take 3 months to get a reply from Germany. I wear glasses all the time, so I had no option but to purchase the same frame again.
Finally in December 2025 I had an email informing me that the frame would be repaired. I told them that this frame was no longer of use to me, as I had had to purchase (from them) the same frame, and could I please have a refund for one of the frames.
I was promised (several times) that I would receive a refund which they never refunded. After many emails back and forth, I have today been told that my old repaired frame is in the post.

Bought varifocals for £540. I had varifocals for years but from local Boots opticians.

The process was easy and the price allowed me to go for the top end lenses. They are described as “premium” and “extra strength” which I assumed meant scratch resistant.

The lenses were light and plastic feeling and nowhere near the quality I was used to. Even worse they badly scratched within a year. Yes the lenses were placed on floor but the ease with which they scratched was way different from previous lenses.

Looking back on the order they do NOT state scratch resistant which comes as standard at Boots. They only say “extra strength”.

Overall I will not use them again and I have to replace my glasses within a year. Sorry for poor review.

Mister Spex war vor noch nicht allzulanger Zeit der Aldi unter den Brillendiscountern, mittlerweile ist Mister Spex die Rudis Resterampe unter den Brillenanbieter (zumindest nach meinen Erfahrungen), nur mit der zusätzlichen Erfahrung, dass der Service, die Erreichbarkeit und sehr häufig auch die Qualität der (häufig falsch geschliffenen) Gläser(n) mittlerweile oder auch schon vorher unter aller S.. sind.
Mehrfach getestet, nachweisbar und Unzumutbares zurück geschickt.

DESHALB ZUALLERLETZT:
NIE WIEDER!

(außer man akzeptiert hohe Schwankungen bzgl. Qualität, häufig falsch geschiffene Sehwerte, falsche Messungen, unzumutbare Randunschärfen, Brillen, aus denen die Gläser nach 2 Wochen rausfallen, kastastrophalen Online-Service etc.etc.)

Update 20.12.2025:

Nachdem ich mit dem Kundenservice gesprochen habe, wurde mir das originale Etui zu geschickt, weshalb ich meine Bewertung nun von 2 auf Sterne ändere. Es wäre natürlich schön gewesen, wenn man sofort das originale und dazugehörige Etui beigefügt hätte. Die Brille habe ich jetzt schon ein paar Tage getragen und bin sehr zufrieden, so habe ich es ja auch schon vorher geschrieben. Die Gläser sind sehr gut, musste nur die Nasenpads anpassen. Ich sehe gut durch die Gläser und das Gestell ist sehr bequem, dahingehend gibt es nichts zu beanstanden. Dass der Kundenservice im Nachhinein so schnell reagiert hat, ist positiv anzumerken. Wenn man den Kunden auch alles mitliefert, was zur Brille gehört, kann ich Mister Spexx empfehlen.

Heute bekam ich meine neue Brille, die sehr schön ist und sehr gut sitzt. Muss mich noch eingewöhnen, das sollte aber kein Problem sein.

Was mir überhaupt nicht gefallen hat, worauf jetzt auch nur die 2 Sterne Bewertung basiert: Meine Brille war schon recht teuer, statt eines Hardcase Brillenetuis habe ich einen Beutel made in China und ein Plastiktasche von Guess bekommen. Aus Erfahrung weiß ich, dass bei allen Guessbrillen auch das entsprechende Etui dabei ist. Das, was ich bekommen habe, hat überhaupt nichts mit einem Etui zu tun. Wenn es das Etui nicht mehr gab, was sich mir nicht erschließen würde, hätte ich zumindest ein anderes stabiles Etui erwartet! Selbst bei Firmen, die aus China versenden, erhalte ich ein vernünftiges Brillenetui! Möchte man jetzt hier sparen, damit teure Brillen zeitnah kaputt gehen? Ich habe keine Brille für 25 Euro gekauft, sondern eine Brille von Guess, die jetzt nicht so günstig sind, dass ich sie in ein Stück Plastik packen wollen würde. Leider kann man Mister Spex auch keine Mail schreiben, deshalb schreibe ich diese Bewertung, da mich das sehr ärgert!

Es wäre schön, wenn ich dennoch das originale Etui bekäme, da es zur Brille dazugehört!

Als erstes nicht zurechtgekommen mit der neuen Brille Änderung durch Wegnahme der hornhautverkrümmung. Dadurch falsche Werte eingesetzt. Zuerst nicht bemerkt. Nach Monaten nochmal hin und neue Werte wurden mehrfach veranlasst. Zog sich lange hin durch lange Wartezeiten. Zum Schluss Brille zurück gegeben. Rückgabe des Geldes erst auf Nachfrage da esau h nicht nach drei Wochen überwiesen wurde. Alles in allem sehr ärgerlich. Würde ich nicht weiterempfehlen da ich mittlerweile festgestellt habe das Preis / Leistung zu einem ansässigen Optiker nicht günstiger ist

Unverschämter, sehr dekadenter "Kundenservice".
Haben es offensichtlich nicht mehr nötig, auf Kundenreklamationen einzugehen.

As with other reviews here, I ordered a 10-day home-trial for frames and returned the frames after 7 days. Contacted the customer service team throughout the return to ensure they were made well-aware. The frames were delivered to their UK depot more than a week ago, and I have just been charged £400+ for frames that have been returned.

I have been told it takes them 3 weeks to process any home-trial returns (because they are shipped to Germany). However, it's very insidious that they would make an assumption that their customers had decided to purchase 4 empty pairs of frames before they even give enough time for their returns team to process any legitimate returns.

These are underhanded, cynical business tactics - wholly disorganised at best and fraudulent at worst.
Frankly a logistical mess - thank god the company have ceased their UK business.

I have contacted my credit card company to raise an issue with the transaction, and am waiting to hear their reply.

Ordered 4 pairs of glasses on a trial, didn’t keep any and used their website to register the return. Posted on the 31st October, and Royal Mail tracking shows they received on 3rd November.

Received an email on 10th November with an “invoice” for all pairs but in the email it said to ignore if they already have been returned, only to find on 12th November they took the amount for all 4 pairs! Ive only noticed today (Saturday) when trying to pay for fuel and my bank is empty.

Check the website and they have now closed their UK business and customer services are only open Monday - Friday!

Raised a dispute with Lloyds as im now worried ive been scammed!

Update: Spoken to customer services who have confirmed they can see I have returned them but wont refund. Raised with Lloyds as fraud

Emailed customer service a few days ago and still waiting for a response. Have they gone bust? I would expect some kind of response within a few days.

DO NOT PLACE AN ORDER WITH MISTER SPEX, THEY WILL SCAM YOU OUT OF YOUR REFUND

I had placed 3 or 4 orders with Mister Spex in total over a 2 year period, finally found the glasses that I liked in my last order but Mister Spex sent the incorrect refund amount back (after the glasses I kept was deducted). When I queried why the refund amount was around £50 less than what i was owed the answer was that they've "just noticed" that I didnt return a pair of glasses from 2 orders ago in 2024 - which is not true, they processed a full return and refund for that order at the time. This happened in July 2025 and I am still yet to receive any kind of response from them for the numerous emails I've sent. They won't even respond when I request to submit a formal complaint.

Do not bother ordering from them as they will most likely try to get away with giving you an incorrect refund and then stop responding to you completely.

Incredibly slow and rubbish customer service. Somehow got my trial frames to me in a couple of days but apparently it can take 15 working days for them to receive them back and begin processing my actual order. Seems bizarre that the trial frames are the actual frames used if you choose to purchase… just send out dedicated trial frames like everywhere else! Wouldn’t have ordered if I knew it was going to take so long.
Edit: they also keep referring to a refund for some reason, I’m not waiting for a refund, I’m waiting for my order!

Jag köpte nyss nya glasögon på MisterSpex. Är än så länge nöjd med själva produkten men processen var dessvärre krånglig. Först beställer man hem provbågar, därefter läggs ny beställning på glasögon inkl. glas. Dessvärre fick jag inte bara en utan två gånger fel modell/båge levererad pga fel i deras system (trots kontakt med kundtjänst där jag i detalj förklarade problemet), vilket gjorde att den totala leveranstiden blev betydligt längre än förväntad. Kundtjänsten via chatt fanns endast tillgänglig på engelska. Informationen på den svenska hemsidan var också missvisande: de har t.ex. inga partneroptiker i Sverige som kan hjälpa med att justera bågar/glasögon eller liknande efter köpet.

Very disappointed. Order arrived 2 MONTHS late, no communication unless chased, have now been OVERCHARGED. Promised to sort but still nothing several weeks later, no replies and have now had to escalate to PayPal.

I purchase all my spex from this company. Great range, online try-before-you-buy or try at home are great tools. Recently made an error in lens specification but they changed them with no quibble despite it being my fault. Can’t rate this company high enough.

I am currently waiting for delivery of an order with MisterSpex. I placed the order on 13 September. They were prompt at sending over samples. When I returned them with preferences the process slowed down.

They have had the returned samples for two weeks, but as of 20 October when I have contacted their customer services desk for the second time, still have no idea when they might be able to deliver the glasses.

This delay is immensely frustrating as I currently don't have any glasses. Had I known this process would take at least 1.5 months, potentially longer, I would not have used MisterSpex.

Update November 2025.

Following extensive conversations with MisterSpex, they then told me that their internal processes had failed and as a result my order had been cancelled and I would need to re-submit. I told them that this was unacceptable and to their credit, after escalation to a formal complaint, they carried out my order with an apology and a discount and I now have the glasses as originally ordered. Review updated to three stars.

Great prices and delivery! I have been using Mister Spex for about a year now. Very happy with them!

I placed an order on 5th October and they still haven’t arrive by 16th October. Called customer services to be told I have to wait another week to see if they arrive. If they don’t at that point I will receive a refund. Not much good when I need them now. I won’t be ordering again.

Fantastic service. Glasses exactly as described, delivered promptly. Customer Service was great too. Thanks guys!