Thorough test, hard push for upselling
Plenty of availability for booking in. Had to wait over 15mins after my appointment time to be seen. Test was very thorough and while the optician explained the changes in my eyes, it was very fast and I can not remember most of what she said. All in all an efficient service. I was then led to the frames, I'll be really honest, not alot of variety in frame shape so I couldnt find one for my needs, large frames with light to no metal (for driving). I also feel I was pushed towards an upgraded specific lenses type for VD work but was not given the option of the standard lenses. The upgraded lenses was automatically applied to my order. I had to ask about the standard lenses and when I did, they were £120 cheaper than the upgrade. I took the standard lenses.
All in all, good for the test but I do wish they wouldnt push so hard for the upselling, it makes me really uncomfortable to the point I only bought one pair and not two as I usually do.
Vision Express からの回答
Dear Alison,
Thank you for taking the time to share your experience with us. We’re pleased to hear that you found the eye test thorough and that booking availability was convenient. However, we’re sorry about the delay you experienced and that the explanation of your results felt rushed. We understand how important it is to feel fully informed and reassured following your appointment.
We also regret that you felt uncomfortable during the frame selection and lens discussion. Your feedback regarding limited frame variety and the way lens options were presented is particularly important. You should always feel that all options—standard and upgraded—are clearly explained, with no pressure to choose additional upgrades.
Your comments will be shared with the store team to help improve both communication and the overall customer experience. We truly value your feedback and hope to provide a more comfortable and transparent service on your next visit.
Kind regards,
Angelica from VE Team