www.eye-sale.com 

This is a review and serious warning to consumers who are considering ordering glasses from eye-sale.com. My own experience is similar to others who have also written unfavourable reviews about this company.

I ordered a pair of glasses 9th August 2016 with immediate withdrawal from my bank account. However months later I am still without glasses or refund. I have sent endless e-mails and requested repayment by e-mail and letter. My telephone calls are blocked by a resolute answerphone service rented by the company. Only two communications have been sent to me by eye-sale.com. In September to inform that my order would be posted within a week. The second in October notifying my order was at the "glazing lab". I cancelled my credit card, concerned my bank details were still accessible. Do not be tempted by the professional looking website, appearances can be deceiving. Approach this organisation with extreme caution, better still, give it a very wide berth.

Four weeks ago I received a third e-mail, which disclosed eye-sale.com had "dropped the ball on my order". Without apologies, yet surprisingly offering a refund. This I believe is attributed to the various organisations I have contacted for advice and support. However, I refused their request for my new bank details, offering an alternative form of repayment. No such refund has been sent to me.

I am still waiting for my frames 3 weeks after my money was taken out of my account. I have emailed as well with no reply. Don't believe this is a valid site. Be prepared to potentially lose your money.

I've sent 5 emails and made 2 calls to the UK and they've passed the message on to eye-sale. No response from anyone. I'm connecting with my credit card company and cancelling the transaction. very poor customer service. very poor responsiveness.

Ordered several pairs in mid-June 16 and received them about 45 days later, but only after constant reminders and a threat to make a CC chargeback claim.

The money was taken from my credit card immediately and after more than 3 weeks, the order was still listed as 'processing'. Dropped an email to their inbox and was informed that the frames will now be sent to their lab to begin 'manufacture of the lenses'. 3.5 weeks to pass the frames to the lab!! Then it was a continuous email chain with my reminding every few days as to their whereabouts. In the meantime I followed up with my CC provider and was informed I can make a chargeback claim 30 days after placing the order (per their rules, if no delivery estimate was provided as in this case, a customer needs to wait 30 days before making a claim). 5 weeks after the order was placed, I was informed the glasses are ready to be dispatched and that I'll be given an ETA but none was given.

The glasses did arrive 45 days after the order, just as I was about to send off the chargeback claim to the bank. Interestingly, eye-sale do not have a UK address anywhere on their website (Contact is only via email). Though they give the impression they're based in the UK the frames arrived from abroad and had a customs declaration.

I debated whether to give this review 1 or 2 stars, but as the glasses were as described and (hopefully!) not fakes, and I could see through them fine, I've given them two stars. TBH I'm not sure what the outcome would have been had I not threatened them with a chargeback claim - I see many unsuspecting buyers waiting 9 weeks plus to receive their orders. Remember though that unlike Section 75 claims which give you legal cover to get your money back on any cc purchases over £100 in the UK, chargeback -available for lesser amounts - is at the discretion of the cc provider and generally the process is more painful.

Eyesale are the worst company bar none I've dealt with for online specs, and I've tried a fair few - glasses direct, zenni, specy4eyes etc. Zenni has sent me two pairs over the years from Taiwan within 10 days, and I was kept updated of progress each step of the way.

They also list some of their frames as 'last one available'. Yet once you buy there's still one left. Very clever.

YOU HAVE BEEN WARNED - DON'T TOUCH THESE PEOPLE WITH A BARGE POLE!!!

Awful awful company!!!! I ordered 2nd dec 2015. It is now March 16th 2016, and I have no product or refund. I sent numerous emails which took weeks for someone to reply. The first person to get back to me stated that I would get a refund - three months down the line I get sent a worldpay email from them saying I had been refunded - obviously this hadn't been credited to my account so I complained again. I was asked to hand over my credit card details as they were 'changing' card provider! You can imagine what my response was! I asked for a cheque which I was told would be 'sent out next working day' by this person (I've had to edit my review as I can't list names) I waited over 14 days for the cheque promise and nothing.
I then lodged a chargeback - for all those of you who are unfamiliar with this.. You have 120 days from purchase to do this. The absolute lack of responses from these people and saying they have refunded you when they haven't is to drag it over the 120 day mark. I suggest you lodge your chargeback complaint quickly.
My bank have been great. I sent them every single email of proof I had continuously contacted them - I sent them the very few responses I had making all sorts of claims and attached the web receipts.
I sent notification of this to eye-sale and lo and behold a cheque suddenly turned up - as we all know that visa chargebacks cost the company in question. I have not dropped the visa dispute until/if their cheque clears.
I ask you - had I not been so meticulous in my communication and kept checking with my bank to see if my funds had been credited - there wouldn't have been anything I could have done.

Do not purchase on here. I very rarely write reviews but couldn't bare this happening to other people!

This is my first experience with an online store. I ordered the prescription lenses and shipping was very quick. Will surely buy at their store again! =)

l ordered a pair of prescription lenses online and this is my firist experience with Eye - sale .But i can tell amazing serice and good price

I can say I am very happy with my prescription glasses
that I recently bought from this site . The glasses are fantastic
Gladly recommend this site .

Placed an order online on 20th May, and payment was taken that same day. Some 6 weeks later I'm still waiting for my order (or even news of my order), despite the T&Cs stating most orders are supplied within 2 weeks but you will be informed if its going to take longer. I havent been informed of anything, and for 5 weeks the status of my order indicated that the payment hadnt yet been processed, even though it was taken from my bank 5 weeks before. None of my emails to customer service have been responded to (so there is no customer service), although coincidentally the day i sent my first query email the status of my order changed. However, I am still no nearer knowing if or when I'll receive the goods I've paid for.
Perhaps the fact that there hasnt been a good review by anyone for 12 months is an indicator (wish I'd have read them first).

So, as the goods havent yet been supplied after 6 weeks Trading Standards would seem to be my next step.- Buyer beware!!
Update 2nd July

Having emailed the sister company eyewear concierge (which interestingly is who the T&Cs/contract for eye-sale.com is with) on 30th June advising that I would be raising a call with Trading Standards ( as they have breached the Consumer Contracts (Information, Cancellation and Additional Charges ) Regulations 2013, which requires them to supply goods ordered online within 30 days or agree another delivery date ) and taking to social media if they didnt respond with an update on my order, 2 days later another coincidence - I've received an automated email saying my glasses were now at the lab being prepared, but this couldtake another 3 to 7 working days to complete.!

So that would take the time since ordering to 7 weeks at that point, but I still dont have any idea when I'll actually get them!

And still no-one from Customer Service has had the decency or courtesy to reply directly to my correspondence!

Update 16 July
As expected the 3-7 working days for glasses lens to be prepared has passed - its 11 working days now - and no sign of my glasses and still no direct response to emails. Sent 1 last email advising I'm passing on to Trading Standards - no response!
Final update 30 July
As expected once again there has been no direct response to my last email re passing on to Trading Standards, but by coincidence (once again) 1 day later I received an automated email to say my glasses were now with Quality Control, but once again, no indication of any timescale. 5 days later on 21 July I finally received another automated email to say my glasses had been dispatched, and I received them 3 days later.

It has taken just over 9 weeks for my order to finally arrive - no explanation or apology and still no direct communication or response to any email - the only action/response seems to be when you advise them you'll be taking some sort of further action. A terrible shopping experience, but Trading Standards (via Citzens Advice) are now aware.
Its interesting that eye-sale seem to spend a lot if time challenging reviews posted on here - if only they'd put the same effort into customer service - they might not need to do that!

I placed an order with this company and received my glasses in a timely manner. However, within 2-3 months there was a problem with the frames. I contacted eye-sales and this matter still has not been resolved since 29 September 2014. It's like getting blood out of a stone to receive any communication from them - customer services is the worst I've ever experienced and it's evident that their business survives on new business only and cheap deals as they won't be receiving much return business or any loyalty from people who have experienced what I have. There doesn't seem to be a way to contact anyone of seniority and they only appear to have one email address which is constantly ignored. Promises are made and never fulfilled. I am so utterly disappointed and yet amazed that they can conduct themselves in this fashion. There is no defined pathway to ensure complaints are dealt with properly and rectified so once you have your goods they are not interested.

I ordered a pair of glasses on the back of a discount deal. I expected to wait up to 3 weeks - it was 8 by the time the glasses arrived, crammed into a case that was too small for them with not even a cleaning cloth. My emails and phone calls were never returned apart from one email which told me my glasses would be with me within a week - three weeks later they arrived. There are so many good online providers nowadays - sadly eye-sale, in my view, are not one of them.

Order placed 4th Oct, with expectation that item would take UP TO 2 weeks. Six days after ordering, I received an email stating that the glasses would be sent out within the next seven days. Well, it is three weeks later now and I still have NO GLASSES and NO EXPLANATION. I contacted the company earlier this week to chase the order - NO REPLY. I have now contacted Paypal to make a claim. Thank goodness I paid using a credit card & Paypal. BUYERS BEWARE! Seriously bad company! Easily the worst experience I have ever had buying online. STAY WELL AWAY.

EDITED TO ADD:

Update. Glasses finally arrived on 1st Nov, four weeks after ordering and only after I put in a claim with Paypal. Not in original case but product seems ok otherwise.

Unfortunately, the appalling lack of communication, inexplicable, lengthy delays and terrible customer service mean I won't be buying anything else.

I ordered glasses from eye-sale after seeing a £50 off code on twitter. I wasn't expecting much because of the price but the glasses are fantastic and the staff were really helpful. I can't compliment them enough.

I ordered a pair of Bjorn Borg glasses a I have quite a strong prescprion so wasn’t sure what was the best lens to select so had to call in for help. They went out of their way to help me and put me through to their optician who recommended a few options because of my unusual stigmatism. Great service and I had my new glasses in about 2 weeks.

I ordered my glasses two months ago. Chased by email, no reply, chased again. Chased by telephone to be told they had got lost, between eye sale and the lab. Three weeks later still nothing, waiting for my phone calls to be returned. Cheap glasses maybe, but appalling customer service, hopeless

I ordered a pair of prescription lenses in a Maxmara frame. I normally use [external reference] for my online purchases. I go to [external reference] for my prescription and get a standard basic pair made up from them. I love frames and I have a wardrobe of frames for different outfits and moods. So I like to buy designer frames online.

My prescription is quite strong and I require a prism in each lens. So when I did my prescription online there was no field that allowed for inputting the prism. So I sent a follow up email quoting the order number immediately after placing the order. No response. I sent several emails requesting confirmation that they had received the additional information for my order. I finally got a response from [name] after 3 emails.
Two weeks later the spectacles arrived with a postmark from Hong Kong.
There was no maxmara case or even a cleaning cloth.
And the prescription ....no prism added.
I emailed eyesale twice and they didn't bother to reply. Take my money and then ignore.
So I definitely won't be using them again and would not recommend
I have given 2 stars because I love the frames. But will have to at extra expense to myself get my lenses replaced and done properly.

I had an extremely disappointing experience with eye-sale. Ordered a pair of William Morris glasses from them having obtained a code from wowcher. The case is too small and the lid cannot closed and it may band the glasses!! Also the frame had dust and dirt and I can see small scratch around the glasses, - obviously dispatched very careless. I contacted them, they asked me took photo but they can’t see the scratch from the photo, I posted it back to them and they agree that they let me choose another glasses. So second time I go for the Gucci frame, after confirming with them that Gucci frame no longer appeared in the product list. So I guess it was the last pair. Waited another 2 weeks to receive the glasses. Guess what, the case was broken. And one of the arms of the frame had “N or Z” mark, I took photo to them and they asked me posted it back and I asked for the full refund because I think they are very poor and did not fulfil the consumer right. But they said the dimples are the design of the frame and ignore what I said about the N mark on one of the arm. I agreed the dimples are the design of the frame but the N mark appeared on right side of the arm of the frame is definitely not the design of Gucci. They keep saying it is new glasses and assured with the quality but they just ignore me with the fact that it is a second class or product with defect/flaw. I asked them to check with their supplier about my concern but they just ignore me. I even went to Boots optician to check and confirm there is no N/Z mark on that frame design and proposed to them that I can take a photo and show them. I have bought many designer products from different online store, but have not seen anything handled with such carelessness. I am still awaiting the email!! The experience of dealing with them was so unpleasant that I don't want to even talk to them again, but I just want my consumer right!
My recommendation - pleases avoid them and save yourself your money and peace of mind!

Ordered some sunglasses which were vastly cheaper than anywhere else online. Received plenty of email updates on my order so wasn't left wondering what was happening. Very pleased with purchase and service.

I purchased a voucher from KGB Deals paying around £12 for a voucher worth £60. This seemed a great deal especially when looking at the prices on the website. I purchased some Valentino glasses and was impressed that I only had to pay £70ish for glasses worth £200. Unfortunately despite being in the Mens section they arrived and with a girly pinky/purple trim. When I looked more carefully the description stated they were more suited for women (so why put them in the Men's section). Anyway Eye-sale did exchange them which I appreciate they are legally not obliged to do. The Customer Service was very good and speed to contact was excellent. However it was still frustrating to have to pay £20 for another pair of glasses in exchange (to delivery and half price lenses).

The item i had bought didnt suit my face shape, i told the customer service team and they said to return the item and they contacted me once they recieved the item and asked me which item I'd like to exchange it for. They were very friendly and i will be buying from them again