Glasses 123

POOR GLAZING & POOR COMMUNICATIONI ordered rimless glasses at the end of June and just today I got a partial refund for the abysmal glazing of the glasses.I have a background in ophthalmics and I must say the way they run their online business is not effective and they're understaffed.For it to take 2 months to resolve a lens glazing issue is unacceptable. More unacceptable is the quality of the 3rd party rimless glazer they use, 2 attempts and the lenses are wobbly and not aligned. I must stress my background as an optometrist means I know the expected standards glasses need to be at. On both occasions they used lenses that were much thicker than they normally are with the same index of lens for my prescription, I paid for a thinner 1.6 index lens, as I always do.I have bought glasses online for the last 7-8 years and these were decent value for money, but the length of time to get a response and then a resolution was too long and I wish I had paid another retailer more and had a quality glaze.In the end, I couldn't be bothered to persevere with glasses 123 and took the menial refund of £22, which allegedly was the cost of the lenses. I will have to pay about £60-80 for a reglaze in a different optician.Glasses123 are a small Opticians in the middle of Liverpool, they are struggling to deliver a quality, timely experience for customers and have little staff, that have even less knowledge of the industry.The 2 stars are for good prices and that they were keen to eventually come to a resolution.

***** august 2023Even the staff member (who was actually the best help I’ve had to date) can’t understand why I have not received my refund. Promised it was being processed 24 July and I’m still waiting to see my money returned. I can’t understand why others are saying their problems were resolved quickly ?? I’ve been chasing for resolution to an order originally placed in July 2022. A whole blooming year. Please avoid this company !!!***** update May 2023Lens that were supposed to be prescription & transition but arrived completely clear glass with no prescription returned and signed for a week ago.Zero response to my contact and no refund in my account.This company are shoddy and appalling at customer service and recommend be avoided !!Update. I was finally provided with details of the ombudsman. I filed a claim and transpires they can’t investigate as Glasses 123 aren’t registered. I believe they would have known this at the time of providing me the details and just another tactic to avoid giving me a duly deserved refund. Absolutely awful company with no care and concern for people spending hard to come by money with them. AVOID !!Absolutely awful experience, do not use. I’d give zero stars if this was an option !!! I placed an order in July for 1x frames with lens and 2x reglazes.Frames and lens took nearly two months to arrive and then had the wrong prescription so unusable. Painfully after chasing and chasing I did manage to get a refund.1x reglaze arrived after another near two months with no prescription whatsoever ever and were plain glass not transition as paid for. I’ve provided photographs to show wrong lens but I’ve been asked to send them back at my expense to prove exactly what the photos show because obviously the lab have no idea what they’ve put in my frames. I don’t trust that my expensive and needed frames would even make it back out of the lab so pushing for a refund desperately but getting ignored. Remaining 1x reglaze I’ve cancelled as have no trust or patience left and that was refunded.Emails take weeks to get replies from and phone calls and voicemails don’t get answered. Even asked for the relevant ombudsman details and customer services can’t even provide me this. Absolutely diabolical and I’m now months on having to make do with using an outdated prescription, I’m out of pocket and all because because I trusted as a firm they could supply optical frames and lens as their website advertises !!!

Today I picked up the 3rd pair of glasses I’ve purchased from glasses 123 over the years. I love my new Tom Ford frames.Excellent customer service again. Highly recommended.

Ok, so I ordered a pair of Prada frames and after waiting well over the 10-12 days and having received the order confirmation, I still hadn't received them. I have to say I'd lost hope of help or a refund after reading the reviews... However... After speaking to Lynn in their customer services department, I was super impressed. She took my number and within half an hour she had returned my call with an update. Sadly my glasses were out of stock (even though the website said they were when I ordered). There was absolutely no quibble and a refund was authorised and landed in my account the following day. So 3 stars for the fact the website said they were in stock when they weren't and the fact that i wasn't updated. But 5 stars for Lynn's customer service!

Initially disappointed as I was charged next day delivery, but I was later told this is next day from when they get the item in stock.I have now received the item and its the wrong colour. The company is now going to take a further 10 to 14 days to delivery.Disappointing

I ordered a pair of frames on 18th June and have not heard a thing since, except my receipt.I have emailed twice, no reply and tried to phone several times just to be redirected to an answer phone.

AVOID!!! have tried to speak to someone since thier opening time. I am not receiving a call back or anything. Despite leaving multiple messages and emails.I have called and emailed to cancel the order. Even amend the order. If its in stock I would have liked the frames depending on delivery time. But now, I have no faith in your customer service.I have emailed and called to query the lenses branding etc and information on coatings. The operator had no idea, and was arranging to have a call back 2 hours plus later I have not had a call. Nor and email response regarding the queries.I have also called to ask to check stock. Couldn't help me.This has been over the course of the whole.day. I have received no reply whatsoever. 9 am and it's now 14.50.Why even cater online services if you cannot keep up with the demand of it? Or have staff without the knowledge of your own products. Utter shambles of a company!!!...To your reply.Don't care about your response or your call back. Too little too late. New staff or not experience or not. Doesn't take 6 hours to respond or check a pair of glasses. Just look at your reviews and the common theme you have going this is not a new review.

Please don’t buy from them. I ordered my pair of glasses on 13th February. Delivery times are 10/12 working days which is fair enough however after 14 working days, I am still waiting then to contact me. At the beginning, I was quite impressed because updates were coming through via emails like glasses are being prepared and being a small company, it would have taken a bit longer but customer service is atrocious. I keep sending emails and I received 2 answers advising my query has been passed to the account department or the shipping department. I am wondering how many departments they have being a small company! They are only taking time! After almost 3 weeks I am still waiting for a resolution. I am without glasses and without my money back!

I've used Glasses123 for over 7yrs for both re-glazing and frames/lens and never had an issue. Earlier this year i sent a brand new pair of frame to them to have lenses fitted. Upon recieving them back (7th April), it was clear that the glasses had been badly packed (just in a bag in the case) and the case had been crushed in transit to the extent i had to force the metal case apart to get the glasses out. The glasses are clearly bend and sadly unwearable. I appreciate these things can happen so emailed them with photographs instantly. I got the usual reply saying they would reply in 24hrs - Nothing.Emailed them again on the 19th and got the same auto reply. I did get a response saying they would look into it, then nothing.I emailed them again on 27th and only got the auto-reply.Emailed them again on 4th May and still no reply bar the auto response.I'm now at the point where i will speak to my bank about a chargeback to at least claim the cost of the lenses back. Sadly i can't do anything about the frames.After using and recommending them regularly to friends i personally won't trust them with my glasses again

I made 2 orders from Glasses 123. First one they said was out of stock and would be 6 weeks. I opted for refund to which they confirmed would be processed. I am still waiting for the money 3 weeks later.The second order I received and wanted to return. Their website states you have to inform them within 7 days of delivery, by law this is actually 14 days. I did in fact inform them with in 3 days and have had no reply to my emails, message via the website or calls.I have now opted to open a dispute with my bank as this clearly appears to be a scam company.