I made a very detailed complaint about my visit on 18 May 2026 to David Clulow in John Lewis store in Oxford Street which was published on the Trust Pilot site. I have yet to have a response on th... ãã£ãšèŠã
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I visited David Clulow in Covent Garden London on 25/05/26. I was only passing but the range and styles of glasses on display was excellent. Mason (optical advisor) was very friendly, approachabl... ãã£ãšèŠã
David Clulow opticians in John Lewis Leeds are a first rate opticians. My husband and I both have complex lenses and our glasses are always excellent. We have been customers for a few years and alth... ãã£ãšèŠã
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Katio and Abby gave me a professional, personal and pleasant experience when I went for my regular eye test. They walked me through the various options available to me in respect of new spectacles and... ãã£ãšèŠã
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At David Clulow Opticians, we pride ourselves on delivering more than just eye care â we combine expert knowledge, advanced technology, and a personal touch to make every visit exceptional. What sets us apart: Expertise you can trust â Our optometrists, bringing decades of experience and meticulous attention to detail, ensuring precise eye exams and tailored advice. Cutting-edge technology â We use the latest diagnostic and lens-fitting equipment to monitor eye health and provide the best vision solutions. Stylish, wide selection of frames â From designer brands, such as Chanel, Prada, Oliver People, RayBans and many more, our carefully curated collection ensures you find frames that suit both your style and needs. Personalised, friendly service â Every patient is treated with care and attention. We listen to your concerns, explain your options clearly, and guide you through the process with patience and professionalism. Commitment to quality â Whether itâs glasses, sunglasses, or contact lenses, we stand by the quality of our products and services.
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I had a fantastic experience at DavidâŠ
I had a fantastic experience at David Clulow Victoria. The manager and the entire team were incredibly professional, attentive, and helpful throughout my visit. The level of service was exceptionalâI highly recommend this branch for anyone looking for expert care and a great selection.
2026幎4æ11æ¥
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David Clulow Opticians UK ããã®åç
Thank you for your wonderful review.
Dear Cheryl, Weâre delighted to hear that you had such a fantastic experience at David Clulow Victoria. Itâs great to know that the manager and the team provided professional, attentive, and helpful service throughout your visit.
Your recommendation means a great deal to us, and weâre pleased you were happy with both the level of care and our selection.
We look forward to welcoming you back again soon.
Kind Regards
Customer Care Team
Unacceptable Service and Lack of Accountability
I had an extremely disappointing experience at the David Clulow Opticians store at John Lewis, 300 Oxford Street. What should have been a simple lens replacement turned into a two-month ordeal involving incorrect prescriptions (twice), damage to my glasses by staff, and repeated delays.
I was promised a new replacement frame, which was not initially honoured, and when it was finally provided, it was also damaged. The store manager was unhelpful, gave inconsistent information, and showed a lack of accountability throughout. Unacceptable service.
I used to trust David Clulow, but after this experience, I have completely lost confidence and would not recommend them.
2026幎4æ8æ¥
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Great friendly service
Great friendly service. Really happy with the 2 glasses frames I chosen, they look super stylish.
2026幎4æ4æ¥
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David Clulow Opticians UK ããã®åç
Thank you so much for your kind review.
Weâre delighted to hear you received great, friendly service and that youâre happy with your new glasses. Itâs fantastic to know you love the frames you chose â stylish and perfect for you!
We really appreciate your feedback and look forward to welcoming you back again soon.
Kind regards,
Customer Care Team
Eye exam cancelled without telling me
Just visited the Tunbridge Wells store for an eye exam but was bumped in favour of a âhusband and wifeâ appointment. Not impressed, this was at 3pm on bank holiday Friday. I asked why they had not contacted me and was told that they did not know why. Very unprofessional.
2026幎4æ3æ¥
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David Clulow Opticians UK ããã®åç
Dear Mr Coin,
Thank you for taking the time to share your feedback and for speaking to me today on the phone. Once again Iâm very sorry to hear about your experience at our Tunbridge Wells store. I completely understand how frustrating it must have been to arrive for your 3pm appointment, especially on a bank holiday, and not be seen at the time expected.
On this occasion, the store experienced an unexpected delay of around 15 minutes due to consecutive appointments, which unfortunately impacted your booking. Whilst delays can sometimes occur, we absolutely agree that you should have been informed the moment they noticed the delay, and we apologise that this did not happen.
I would like to reiterate our sincere apologies for the inconvenience and for the lack of communication, which fall below the standard we aim to provide our customers.
Your feedback has been shared with the store team to ensure we improve our communication in situations like this going forward.
Kind regards,
Customer Care Team
Jacob helped me on my visit and wasâŠ
Jacob helped me on my visit and was super helpful. Incredible service and felt very welcoming. Will definitely be returning! Thank you.
2026幎4æ2æ¥
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David Clulow Opticians UK ããã®åç
Dear Mistry, Thank you so much for your lovely review.
Weâre thrilled to hear that Jacob provided such helpful and welcoming service during your visit. Itâs great to know he made such a positive impression and that you felt well looked after.
Your kind words mean a lot to the team, and weâll be sure to pass on your feedback to Jacob.
We look forward to welcoming you back again soon!
Kind regards,
Customer Care Team
Excellent customer service and support
Excellent customer service and support. Great range of products
2026幎3æ30æ¥
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David Clulow Opticians UK ããã®åç
Thank you for your wonderful review.
Weâre so pleased to hear you experienced excellent customer service and support, and that you were happy with our range of products. Your feedback means a lot to us.
We look forward to welcoming you back again soon.
Kind regards,
Customer Care Team
Good sales poor follow up.
The sales team and optician were great and there is a broad selection of classes. After sales was poor. I was told the glasses would be two weeks and two weeks later it took me 15 mins to establish they arenât and no timeline was provided and the interaction was, frankly, rude.
2026幎3æ19æ¥
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David Clulow Opticians UK ããã®åç
Thank you for taking the time to share your feedback.
Weâre really pleased to hear that you had a great experience with both our sales team and optician, and that you were happy with the range of glasses available. However, Iâm very sorry to hear that your aftercare experience did not meet the same standard. - I have requested your details privately for me to look into this in more detail for you.
I completely understand how frustrating it must have been to be told your glasses would be ready in two weeks, only to find this wasnât the case, and then not be provided with a clear update. Additionally, Iâm sorry to hear that your interaction felt rude â this is certainly not the level of service we expect to provide.
Your feedback will be shared with the store team so we can address both the communication around order timelines and the way updates are handled with customers.
Kind regards,
Customer Care Team
Have got sooo many glasses from theâŠ
Have got sooo many glasses from the Loughton branch in a short space of time and had the smoothest experience, all the staff in there are so lovely!!!!!!
2026幎3æ28æ¥
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David Clulow Opticians UK ããã®åç
Dear Bethany, Thank you so much for your amazing review!
Weâre absolutely delighted to hear that youâve had such smooth experiences at our Loughton branch and that youâve found the team so lovely â that really means a lot to us.
Itâs fantastic to know youâve chosen so many pairs of glasses with us in such a short time â we hope youâre loving every single one!
We look forward to welcoming you back again soon.
Kind regards
Customer Care Team
Fantastic service from start to finishâŠ
Fantastic service from start to finish at David Clulow.
From my eye test through to choosing my glasses, the whole experience was excellent. The team were personable, highly knowledgeable, and incredibly patient while I tried on different frames.
I felt well looked after throughout, and nothing was too much trouble. A genuinely positive experience â I would highly recommend.
2026幎3æ25æ¥
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David Clulow Opticians UK ããã®åç
Thank you so much for your fantastic review!
Dear Sue, Weâre delighted to hear that you had such a positive experience with us from start to finish at the David Clulow Loughton Branch. Itâs great to know that our team made you feel well looked after throughout your eye test and while choosing your glasses. We always aim to provide a knowledgeable, patient, and personable service, so your feedback really means a lot.
Thank you for your recommendationâwe truly appreciate it and look forward to welcoming you again soon to collect your Chanel Glasses.
Kind Regards
Customer Care Team
Today 25/3/2025 I visited the DavidâŠ
Today 25/3/2025 I visited the David Clulow branch in Bluewater. Wow I couldnât fault the service. The team was very welcoming, and Louisa at the front desk was just a ray of sunshine and made me feel comfortable without being pushy when I booked my eye test.
I also had a great experience during my appointment with Maria, my optician. She was on top of her game, listened to my concerns and like a true professional took the time to explain everything clearly making the whole visit smooth from start to finish.
The service was excellent, if I was a business owner, these are the people who Iâd employ.. Iâll definitely be returning to buy my glasses there â truly a 5-star experience!
2026幎3æ25æ¥
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David Clulow Opticians UK ããã®åç
Dear Jack,
Thank you so much for your wonderful review!
Weâre absolutely delighted to hear about your 5-star experience at our Bluewater branch. Itâs fantastic to know that Louisa made you feel so welcome and comfortable from the moment you arrived, and that Maria provided such a thorough and professional eye test while taking the time to address your concerns.
Your kind words mean a great deal to the whole teamâweâll be sure to pass on your feedback to both Louisa and Maria.
We truly appreciate your support and look forward to welcoming you back when you choose your new glasses!
Kind Regards
Customer Care Team
LovelyGreat experience for getting my firstâŠ
Great experience for getting my first set of glasses
2026幎3æ24æ¥
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David Clulow Opticians UK ããã®åç
Thank you so much for your kind review! Weâre delighted to hear that you had a great experience getting your first pair of glasses with us.
Kind Regards
Customer Care Team
Disregard for my lost glasses.
Please do not trust this company. I was so let down by them and instead of them owning their part in the loss of my glasses, putting minimal effort in to resolve the situation. They could not care less they had lost my glasses. Being pushed to one department back to the next, no one wanting to help resolve the problem. I did not give up as I felt so disregarded and let down by them and I just of them losing my glasses and I had to swallow that loss of an expensive pair of glasses. Thankfully in the end they resolved the situation which I am grateful for. They lied about the information they gave me, forgetting that I had someone in the shop with me that heard every word. Was such a shame as I thought this company would be so much more than it is.
2025幎7æ11æ¥
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David Clulow Opticians UK ããã®åç
Thank you for taking the time to share your feedback.
Weâre very sorry to hear about your experience and the distress caused, particularly regarding the loss of your glasses. This is certainly not the level of care or accountability we expect to provide, and we sincerely apologise for how this situation was handled.
We understand how frustrating it must have been to feel passed between departments and not supported during the process. You should have received clear communication and consistent assistance throughout, and weâre sorry that this was not your experience.
While weâre pleased that a resolution was ultimately reached, we regret the journey it took to get there and the impact this had on your confidence in us. Your comments have been taken very seriously and will be shared with the relevant teams to ensure we improve both our communication and handling of similar situations in the future.
I have also requestion information from you, this way i can find out which store this was.
Thank you again for bringing this to our attention.
Kind Regards
Customer Care Team
It is always a pleasure to see Abby
It is always a pleasure to see Abby. She ensures our needs are met and the experience is professional and friendly.
2026幎3æ18æ¥
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David Clulow Opticians UK ããã®åç
Dear Sue, Thank you so much for your lovely feedback!
Weâre delighted to hear that itâs always a pleasure to see Abby. She takes great pride in making sure every visit is both professional and friendly, so itâs wonderful to know sheâs consistently meeting your needs.
Weâll be sure to pass on your kind words to her, and we look forward to welcoming you again soon!
Kind Regards
Customer Care team
David Clulow Opticians UK ããã®åç
Dear Anthony, Thank you for your kind review!
Weâre really pleased to hear you received excellent service and found our team polite and welcoming. Your feedback means a lot to us, and we look forward to seeing you again soon!
Kind Regards
Customer Care Team
Very disappointing aftercare from DavidâŠ
Very disappointing aftercare from David Clulow (Kingston branch).
I purchased Oakley Meta glasses in October 2025, expecting a high standard of service given the reputation and the cost. Within a few months, the glasses developed a clear structural fault. Oakley have already approved a full replacement under warranty (Ref: 11225793), so the issue itself is not in dispute.
What has been frustrating is the level of aftercare. Despite the glasses being with the store, I have been repeatedly asked to manage the process myself â including contacting the manufacturer, completing forms, and handling logistics that should reasonably be managed by the retailer.
My in-store experience was also poor. The staff member I dealt with was dismissive, did not properly assess the issue, and showed little interest in helping resolve the problem. This only added to an already frustrating situation.
I chose David Clulow specifically because of its reputation as a premium provider, and I have made multiple purchases with them. Unfortunately, the service I have received falls well below expectations. At this level, customers expect efficient, proactive support â not to be passed back and forth.
To make matters worse, these are prescription glasses that I rely on for my work as a Consultant in Emergency Medicine, and the delays have had a real impact.
Overall, a disappointing experience. I hope the company reviews its aftercare processes, as this is not the level of service one would expect from a high-end provider
2026幎3æ20æ¥
David Clulow Opticians UK ããã®åç
Dear Dr Mohamed El-Askary,
Thank you for taking the time to share your feedback.
Weâre very sorry to hear about your experience with our Kingston branch and the aftercare youâve received. This is certainly not the standard of service we aim to provide, particularly for a valued and long-standing customer.
We completely understand how frustrating this situation must beâespecially given how essential your glasses are for your work. While the warranty process for Meta products is often handled directly by the customer to help speed things up, we sincerely apologise that you felt unsupported during this process and for the experience you had in store.
I will personally look into this matter to see what we can do from our side and to help minimise any further inconvenience.
Please be assured that your comments have been taken very seriously, and we will be addressing this with the team to improve both our communication and aftercare going forward.
Thank you again for bringing this to our attention, and we hope to restore your confidence in us.
Kind Regards
Customers Care Team
Great customer engagement and care
I have been going to David Clulow in Loughton for over 10 years. I would never go anywhere else and if for whatever reason you are not happy they try everything to ensure customer satisfaction. Thank you ð
2026幎3æ7æ¥
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David Clulow Opticians UK ããã®åç
Dear Amanda, Dear Customer,
Thank you so much for your kind words and for your continued loyalty over the past 10 years â it truly means a lot to us.
Weâre delighted to hear that youâve consistently had a positive experience with our team in Loughton. Providing great customer care and ensuring our customers feel supported and satisfied is always our top priority, so your feedback is incredibly appreciated.
We look forward to welcoming you back for many more years to come.
Kind regards,
Customer Care Team
Always friendly and happy to help
2026幎3æ13æ¥
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David Clulow Opticians UK ããã®åç
Dear Customer,
Thank you for your lovely feedback!
Weâre so pleased to hear that you find our team always friendly and happy to help â thatâs exactly the experience we aim to provide for every customer.
Your kind words are truly appreciated, and we look forward to seeing you again soon.
Kind regards,
Customer Care Team
Always happy with my DC branch
Iâve been going to DC for quite some time. Always lovely, professional and honest which is a rare quality. Always trying to welcome you and make you feel at home. Giving you the best advice. Very happy as usual.
2026幎3æ10æ¥
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David Clulow Opticians UK ããã®åç
Dear Madda,
Thank you for your wonderful review and for your continued loyalty.
Weâre delighted to hear that you feel welcomed, well looked after, and able to trust the advice you receive from our team â that means a great deal to us. Creating a friendly, professional, and honest environment is exactly what we strive for, so itâs lovely to know this is reflected in your experience.
We truly appreciate your kind words and look forward to welcoming you back again soon.
Kind regards,
David Clulow Customer Care Team
Kensington High Street
Kensington High Street, London. Very quick and professional. I went there with my eye care voucher provided by my work. However, the frames available for free on the voucher were all too small for my head. I am a tall man (not overweight) and had to choose a pair of frames that donât fit me. When I say none of the frames fit me I really mean it.
2026幎3æ3æ¥
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David Clulow Opticians UK ããã®åç
Dear Michael,
Thank you for your feedback and for visiting our Kensington High Street practice.
Weâre pleased to hear that you found the service quick and professional. However, weâre sorry to learn that you were disappointed with the frame selection available through your workplace eyecare voucher.
The range of frames included within the voucher scheme is determined by the external provider, and unfortunately, we do not have control over the styles or sizing included in that selection. We do appreciate that fit is extremely important, and weâre sorry that the available options did not meet your needs on this occasion.
That said, we do offer a wider selection of frames in-store, and as a goodwill gesture, we provide a 15% discount on any frames outside of the voucher range. Our team would be more than happy to help you find a style that fits comfortably and suits you well.
If you would like assistance, please feel free to visit us again or contact the practice directlyâweâd be delighted to help.
Kind regards,
Customer Service Team
Amazing team at Loughton
This is my 4th pair of glasses from the Loughton store. I used to visit Tom Davies in Sloane Square previously having tried local opticians I found they couldnât match previous experience I had. After passing by the Loughton store for a quick chat I was amazed by the knowledge of the team and friendly service I received. Very professional and a special mention for the boss Androulla and her amazing team Waheeda and Ramona (Charlieâs Essex Angels)
2026幎3æ11æ¥
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David Clulow Opticians UK ããã®åç
Dear Yuri,
Thank you so much for your fantastic review and for choosing us for your glasses, weâre honoured to have provided your 4th pair!
Itâs wonderful to hear that our team in Loughton has been able to match and even exceed, your previous experiences. Your kind words about our knowledge, professionalism, and friendly service mean a great deal to us.
A special thank you for recognising Androulla, Waheeda, and Ramona â they will be absolutely delighted to hear your feedback (and we love the âCharlieâs Essex Angelsâ mention!).
We truly appreciate your support and look forward to welcoming you back again soon.
Kind regards,
David Clulow Customer Care Team
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