Vision Express Opticians - Plymouth

My experience at this opticians was abysmal. First off, the wrong frames were ordered so I was left waiting longer for the correct frames to be delivered (I excused this as an honest mistake).Then, the frames were ordered in without the correct lenses so I was left waiting even longer.Similarly, when picking prescription sunglasses, the tint samples that were available were a useless, as you couldn’t actually see through them and therefore did not get an accurate idea of what the tint would look like in your sunglasses.Additionally, the prescreen process was uncomfortable and rushed as the optical consultant didn’t brief me on anything that was happening (not even “look at the hot air balloon” etc). Granted, I didn’t need that information because I have previous optical experience but they didn’t know this. However, I hope this wouldn’t be the same for every patient that they deal with, because it was not a good prescreen experience overall.Furthermore, the dispensing process at this store is pretty much non existent; staff don’t do any checks of how the glasses fit you (such as behind the ears etc).The final nail in the coffin for me, was the fact that the new glasses that I had finally received ended up breaking after two days. For a pair of glasses that cost £302, I would not expect this kind of build quality or longevity.I finally decided to go in and get a refund on the glasses and was not asked at all about what was wrong with the glasses, or if there was anything else that could be done for me.I would just like to say that the staff in store were nice enough. Honestly, the saving grace of my experience, just so happened to be the Locum optometrist conducted my eye test.

I was welcomed by a lovely friendly lady called Kim who helped me picked my new glasses.Kim and the team went above and beyond to help me out, thank you I'd recommend Vision Express to my friends and family

Went here only few days ago. Happy with all staff at this branch for my eye appointment all staff friendly and helpful. Went to collect glasses and again lady there was so friendly and helpful again seeing her for second time, unfortunately didn't remember name. I would recommend here, treated me with respect and polite.

I turned up yesterday, (May 31st), for an eye test, my last test having been in June two years ago. At age 66 I was concerned that my sight might be declining so I was nervous. Quite aside from the delightful new look" shop refit

Dropped in there this morning & asked if they could repair my sunglasses. ( Just needed new nose- pads). A helpful lady said “Sure, no problem, it won’t take a minute…”She fitted new nose-pads, gave them a wipe & handed them back to me with no charge. Great service. Many thanks.

Absolutely outstanding service. Amazing and caring staff, especially Andy, Simon and Sarah. You are never rushed when choosing frames. Will never use anywhere else.

We had a last minute appointment on Sunday morning for my mum who is 95 and in a wheelchair. Lovely welcome by happy staff and treated with kindness and professionalism from the minute we arrived. The eye test was no problem with the wheelchair and seats that would raise and lower. We cannot praise the staff enough and would recommend this branch and company every time. Thank you.

Have been attending Plymouth New Town St branch for many years since my original opticians merged with vision express. Unfortunately there is no continuity of staff - I have seen different opticians for sight checks and lens checks every visit. Today I called asking for a form completion. I was advised that any optician could sign it - it didn’t need to be the actual optician who did the check as the records were on file. When attending with the form they declined to do it, denying they had said that. We asked if they were now calling me a liar. Basically yes - they were, as they were denying they had said that. Disgusting behaviour. No customer service. Offered a 2nd sight test today (at extra cost) to get the form done today. 2 customers now lost - not that they care. Appalling attitude, terrible service.