This is an honest review of my full experience, from ordering through to delivery, aftercare, and customer service.
My glasses arrived promptly, fitted perfectly, and the measurements were 100% accurate for my varifocals. I chose the top-spec, all-inclusive option, and they are genuinely the best glasses I have had to date. The quality of the lenses and overall finish is excellent.
Initially, I left a 5-star review based on the product alone, but I later deleted it after my customer service experience, as I wanted my review to reflect the full process rather than just the product.
After receiving the glasses, I visited the website to look for advice on how to care for them but could not find any clear guidance. While browsing, I noticed an option to add £20 insurance to my order within the next two days, with specific dates shown as available. The insurance was not immediately noticeable or clearly offered at the point of sale. I understood this to mean there was a short window to add insurance to new orders, similar to how mobile phone insurance can sometimes be added retrospectively for a limited time after delivery. I therefore purchased the insurance and received an order confirmation.
I also emailed to ask about aftercare, as I was conscious about not damaging the specialist coatings applied to the lenses. I mentioned that I was feeling slightly nauseous after wearing the glasses for around 15 minutes and wanted to know whether there was a settling-in period for varifocals, as these were a different make from my previous ones. I am pleased to say that they did settle in, and I now have no issues at all.
However, the customer service agent did not appear to have strong product knowledge, and the advice I received on aftercare was minimal, even after prompting. This left me feeling unsure, and I intend to visit a local optician with my prescription to seek professional advice on how best to care for the glasses.
In response to my email enquiry, I received return instructions from Customer Services, despite not requesting a return. I then called the customer service number to explain that I did not want to return the glasses, but only wanted aftercare advice. Again, the person I spoke to did not seem able to offer much guidance, and the lack of clear aftercare information was surprising.
At the end of the call, I asked about the insurance and whether I would receive documentation. I was advised that insurance could not be added retrospectively, but that they would check whether an exception could be made, as I had only been in possession of the glasses for around two hours.
Shortly afterwards, I received an email stating that the insurance had been cancelled. As these glasses cost just under £500, I called again to ask why this had happened. I was advised that the supervisor had decided the insurance could not be added.
At that point, I stated that I would return the glasses under the 30-day no-quibble guarantee and repurchase them with the insurance included. I was advised that I was free to do so, but that the second pair would not be covered under the guarantee, as only one pair can be ordered within a six-month period. This was not made clear at the point of sale. I was also advised that I would be responsible for the return costs, which I accepted.
I repackaged the glasses and awaited return instructions. I then received further advice stating that I could instead send photographs of the glasses to confirm they were still in showroom condition, despite only having been out of the box for approximately two hours. I was advised that, if the condition was verified, the insurance could be added without returning the glasses. This was a resolution I was happy with.
I took the required photographs and emailed them. I then received an invoice for the insurance, stating that cover would become active once payment was made, which I promptly paid.
I am a member of a large social group that I attend weekly, and this is where I initially sought help from another member to take the photographs needed for my measurements during the ordering process. Several members have since asked me to share my experience, particularly as some of them have previously had poor experiences with varifocal lenses.
To be clear, I am delighted with the glasses themselves and the overall quality of the product — they are excellent. However, I am less confident about recommending the service based on the complexity and confusion surrounding aftercare advice and the insurance process, which did not appear to be a particularly complicated request within this industry.
In conclusion, the product is first class, but the service experience requires improvement.