Ordered glasses in early May. Was promised that they would be received on 17th May. Contacted Direct Sight on 24th May was told that there was a problem on the production line and that my glasses woul... See more
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See what reviewers are saying
Totally delighted with the service from this company. Ordered them for a holiday not realising the turn around time could be over a week, emailed to cancel but they said they would try to process it q... See more
Company replied
I recently lost the silicon nose pieces on my Direct Sight Prescription Sunglasses. They were 18 months old old so out of warranty. I contacted Direct Sight who asked me to return them with a covering... See more
Company replied
I accidently forgot to order Express Delivery. I used webchat to resolve which is usually a nightmare. Luckily I was rescued by Zoe, who went above and beyond for me to resolve. I cannot thank her, no... See more
Company replied
Company details
Written by the company
Direct Sight is one of the leading online providers of prescription glasses in the UK. Our company boasts a highly experienced team of optical professionals. In addition, Direct Sight can offer both designer and prescription frames at prices up to 80% cheaper than high street retailers. Direct Sight manufactures all orders in our privately owned laboratory based in the UK.
Contact info
Unit 1, The Business Centre, HP6 6FB, Amersham, United Kingdom
- 01494 362 300
- help@directsight.co.uk
- directsight.co.uk
Breach of guidelines
Provided glasses that were not fit for…
Provided glasses that were not fit for purpose and did nothing to rectify, avoid this company.
February 11, 2026
Unprompted review
Reply from Direct Sight
Dear Patrick,
We're sorry to hear that you're disappointed with your experience.
Your order was dispatched on 07/10/2025, receiving the glasses back on 21/01/2026. Although this was outside of our 30-day returns period, we still accepted the return and arranged for the lenses to be checked by our Lab. It was confirmed that the order was produced in accordance with the specification selected and the prescription provided to us.
We provided several options to you regarding a remake; however, these were declined and the glasses were returned to you, at your request, so that you could seek advice from an independent optician.
We take pride in providing suitable and fair resolutions for our customers and your eyesight and visual comfort are always our priority. We’re always happy to discuss lens upgrades or adjustments to help find a suitable solution should you wish to get in touch - please contact us directly at help@directsight.co.uk.
Kind regards,
DS Customer Care Team
DO NOT PLACE ANY ORDERS SCAMMERS
DO NOT PLACE ANY ORDERS WITH THIS COMPANY AS THEY ARE SCAMMERS.
This company is failing to honour its own 30 day money back guarantee and refund in full the money paid. It falsely claims the lenses cannot be refunded and this, therefore makes a mockery of any gurantee! It is failing under UK law and distance selling regulations to give full refunds. DO NOT DO BUSINESS WITH. I wish I had checked Trustpilot before placing any order with them
February 19, 2026
Unprompted review
Reply from Direct Sight
Dear Steve,
Thank you for your feedback.
We are very concerned to read your comments and must clarify that we are not scammers. By viewing our Trustpilot profile, you'll also see many positive reviews from customers happy with our products and service.
To confirm, we offer a 30-day returns period and a 365-day guarantee, with full details outlined on our website and in our terms and conditions.
As explained in our previous correspondence, a full refund is not applicable for bespoke prescription lenses that are not faulty or mis-described, in line with UK Law, Acts and Regulations for customised products and services.
We kindly ask that you review the options outlined in our recent email exchange as we remain keen to resolve this amicably.
If you can provide any correspondence or confirmation showing that a "30-day money back guarantee" was offered on your order, we will review this immediately.
Our intention has always been to work with you toward a fair solution and we remain open to doing so.
Kind regards,
DS Customer Care Team
Recommended
Just received a great set of specs which are exactly as ordered. Great customer service and value for money.
February 13, 2026
Unprompted review
Reply from Direct Sight
Dear DS Customer,
Thank you so much for your fantastic 5 star review!
We're delighted to hear that your new specs arrived exactly as ordered and that you're happy with both the quality and the value for money. It's also wonderful to know our Customer Service made a positive impression - that means a lot to our Team.
We really appreciate you taking the time to share your experience and we hope you enjoy your new glasses!
Kind regards,
DS Customer Care Team
COST & SERVICE…
My choice of this company fell under the 'poke and hope' scenerio as I never heard of them until I searched the web 0n Feb 10th as I needed two pair of glasses, but also needed to watch the pennies. Decided to visit their office same day, and very pleased I did. Was listened to with the order I wished to place being clarified with me, and the total cost for the two pair - one for reading and one for computer work - was well below what I would have had to pay on the high street, and their standard delivery time much sooner than the usual weeks expected elsewhere. As it turned out I was called the next day to say the glasses were ready which was a very pleasant surprise. Collected them today and they are just great, using one pair to write this review on my PC. To me they are a no frills company, but polite and professional, and in these days of one's personal finances being stretched their pricing is much appreciated and helpful. Will not hesitate to recommend them to friends and family. My sincere thanks to all concerned.
February 12, 2026
Unprompted review
Reply from Direct Sight
Dear Mr Elkins,
Thank you so much for your 5-star review!
We’re absolutely delighted to hear that you had such a positive experience with us here at the DS Outlet! Your feedback truly means a lot to our Team and motivates us to continue delivering the best possible service.
If there's ever anything we can assist you with in the future, please don't hesitate to reach out - we’ll be more than happy to help!
Best wishes,
DS Customer Care Team
Glasses not sharp enough to wear
I would be very careful using this company to buy glasses. I ordered a set and when the arrived the lenses were not sharp, they were blurry. Contacted the company and checked the prescription which they said was correct. They suggested I check the pupil distance and send the glasses back with the number of what the PD was. I had to pay delivery of the glasses to go back. I recieved them a second time and nothing had changed. The lenses are blurry not sharp and cannot be worn. Contacted the company who said if I wanted a refund I would have to pay for delivery back (again) and they would only refund the fames not the lenses. It’s not worth wasting more money sending them back. I now have a pair of glasses that are useless so am out of pocket. Be warned!
February 12, 2026
Unprompted review
Reply from Direct Sight
Dear Anonymous,
We’re sorry to see this 1* review and are genuinely disappointed to hear that you may have had a negative experience.
As the review has been posted anonymously, we've unfortunately been unable to identify your order or investigate the issue further. We have reached out via the Trustpilot platform to request a few more details but we haven’t yet received a response.
We take all feedback seriously and are always keen to resolve any concerns quickly and fairly. We're here to help and would truly appreciate the opportunity to put things right.
Kind regards,
DS Customer Care Team
Shocking 😮
Shocking 😮, My glasses arrived today and I can’t see out off them maybe the person who is reading my prescription needs new glasses them selfs . Do not buy glasses from these cowboys .😡
February 10, 2026
Unprompted review
Reply from Direct Sight
Dear Donna,
We're sorry to read your review as this is the first time we've been made aware of any issue with your order.
We've carefully reviewed your order and can confirm that the prescription details were followed exactly as uploaded. The glasses were produced for reading use, in line with the option selected during the ordering process.
We're certainly not "cowboys" and we are more than happy to help.
Since you haven't contacted us directly, we'd encourage you to reach out to our support team so we can properly review this with you and find a solution - we unfortunately cannot resolve what we do not know about.
Please email us at help@directsight.co.uk, along with your order number so advise the next steps.
We look forward to helping you get this sorted.
Kind regards,
DS Customer Care Team
Great valve for money
I ordered a pair of glasses with clip on’s as an emergancy before going away.
I spoke to a very helpful lady on the phone who advised me the best product to order, ordering online was no problem and as promised I got them next day and I am very impressed with the correct prescription in them, they look and feel great, thank you.
February 11, 2026
Unprompted review
Reply from Direct Sight
Dear Selina,
Thank you so much for your fantastic review!
We're delighted we could help you out in time for your trip -emergencies are stressful enough without glasses troubles on top!
We're especially pleased to know our Team were very helpful, that the prescription is spot on and that you're happy with how they look and feel - that’s exactly what we aim for.
Thank you again for choosing us and we hope you had a wonderful time away! 😊
Best wishes,
DS Customer Care Team
Responsive and reliable
I needed glasses in an hurry. The website was easy to use, and the team responded to a change in order in minutes after email query. Zoe need a special mention, what a star.Glasses made, dispatched and arrived in 2 days. Lifesaver.
February 2, 2026
Unprompted review
Reply from Direct Sight
Dear Ian,
Thank you for your lovely review!
We know how stressful it can be when you need glasses in a hurry, so we're absolutely thrilled we could deliver when it mattered most!
It's great to hear you found the website easy to use and that your order update was handled so quickly. We'll be sure to pass on your kind words to Zoe - she'll be delighted!
Thank you for choosing us and we're so pleased we could be your lifesaver.
Kind regards,
DS Customer Care Team
Wow appauling
Wow appauling. Order DS-1769559471-70927
My Daughter a full time student ordered from this company without checking the reviews first. Paid £41 for 1 pair of glasses. First pair arrived the other day with the arm snapped off. Replacement pair arrived 3 days ago and the quakitu of the frames is so so bad that the arm doesn’t open or close and is about to snap /shear off within the plastic arm again. They are absolutely appalling. Customer service have refused her a refund which is illegal as neither product is fit for purpose. She doesnt want another pair of shoddy glasses she needs a refund to go to a reputable company. We are going through the bank as this is not part of the consumer nights
They have been given 2 opportunities to out right. Beware and Avoid
UPDATE TO SELLERS RESPONSE
Thankyou for your response however having both the initial purchased pair broken on arrival due to such poor quality frames and the replacement pair being faulty/broken within an hour again due to being absolutely shocking quality ,we have already given you the opportunity (by law) to repair/replace. My child has spent £40 and i can honestly say they are the worst quality plastic and hardware/hinge of any pair of glasses i have owned myself. We have given the opportunity for you to put right and you’ve failed a 2nd time. I require a refund on my childs behalf not another appalling pair of the same.
February 3, 2026
Unprompted review
Reply from Direct Sight
Thank you for your feedback.
We would like to clarify that we have been communicating directly with the customer (your daughter) regarding this order. Upon notification of the initial frame fault, a replacement was issued promptly in line with Express Service remedies process and in accordance with our consumer obligations.
When concerns were raised about the replacement, we advised that the item be returned so that an assessment could be completed and encouraged a full frame exchange - this option remains open.
If the customer wishes to discuss this matter further, we are more than happy to do so directly and encourage her to contact us so we can reach a resolution.
We take product quality seriously and are always willing to work with our customers to resolve genuine faults.
Many thanks,
DS Customer Care Team
Disappointing
My son’s glasses broke and he was so upset as we didn’t have a spare set. After much searching on Sunday I placed an order early on in morning and paid £19.99 to get the promised next day delivery. Have now received an email stating delivery is 4th February. Very disappointed
February 2, 2026
Unprompted review
Reply from Direct Sight
Dear DS Customer,
To clarify, your order was placed on Sunday, outside of our working hours. Our Express service guarantees dispatch before 3pm on the next working day, which in this case was Monday. We can confirm your order was processed and dispatched before 3pm on Monday via Royal Mail Tracked 24.
Royal Mail Tracked 24 is a 1–2 working day service, with most deliveries arriving the next working day. Your tracking was sent across to you yesterday evening and has been reviewed this morning , which shows scheduled arrival today, 3rd February, between 13:20-16:20.
If you’d like to discuss this further, please don't hesitate to contact our Customer Service Team directly.
Kind regards,
DS Customer Care Team
Well pleased.
Easy to order, and a good price.
Delivered in a reasonable time, and they fit well, with no optical problems.
I'll definitely use this site again.
January 29, 2026
Unprompted review
Reply from Direct Sight
Dear Brett,
Thank you so much for the 5-star review!
We're really pleased to hear you found the ordering process easy, the price competitive and that the glasses fit well with no optical issues. That’s exactly what we aim for!
We truly appreciate your support and look forward to welcoming you back again soon!
Best wishes,
DS Customer Care Team
If you must order from Sight direct make sure you pay via a credit card and understand section 75
Buyer beware. If you choose to order from Sight Direct, make sure you fully understand your consumer rights before you do.
In my experience, if something goes wrong, they will try every trick possible to avoid issuing a refund. If you must order from them, always pay with a credit card so you have protection.
I returned the glasses because they were, in my view, very poor quality. Although the company stated a refund would be issued, the original outbound postage from my order was not refunded. I have email correspondence confirming this.
Whatever you do, do not pay the return postage, even if they promise a full refund — they won’t. Once they have your money, getting it back is extremely difficult. They later tried to claim the glasses were for “demonstration purposes.” This is simply not true, and there is no mention of this anywhere on their website or on my order confirmation.
If you run into any problems, don’t waste time arguing back and forth. Raise a Section 75 dispute with your credit card provider and let them deal with it. It was the only effective way to resolve the issue.
I would not recommend this company based on my experience.
January 16, 2026
Unprompted review
Reply from Direct Sight
Dear 'Ace',
We're sorry you feel this way but we do need to correct the record for the benefit of anyone reading. You returned two demonstration frames to us here at Direct Sight.
The return postage was reimbursed along with the remaining balance from the complete order total. In short, a full refund was issued.
At no point did we refuse a refund, nor did we avoid issuing one. Suggesting that customers should bypass contacting us and immediately raise disputes is unnecessary when refunds are processed correctly and in line with our policy.
We’re always happy to resolve issues directly and transparently and our records clearly show that this one was resolved in full.
Kind regards,
DS Customer Care
Ordered two pairs of glasses from here…
Ordered two pairs of glasses from here using their next day delivery due to needing them urgently.
They were delivered promptly but the quality of the frames were atroshious. The lenses kept popping out of the frame, the nose support broke off and the arms where just loose and cheap. With in 6 months the frames just where not fit for purpose. Ive use other online sites and had no issue. Frames didnt look like they had been bowed to the lenses at all. Wouldnt recommend.
July 17, 2025
Unprompted review
Reply from Direct Sight
Dear Justin,
Thank you for taking the time to leave a review. We're sorry to hear that you were disappointed with the frames you received.
As no order details were included with your review, we've taken the time to look into this further and can see that your order was placed in July 2025 and is covered by our 12 month warranty. If any faults developed within the first six months, we would have been more than happy to inspect the glasses and offer a repair or replacement where appropriate. However, we haven't received any communication from you via email or our customer support channels regarding these issues prior to this review.
If you'd still like us to look into this matter, please get in touch with our customer support team with your order details - we'd be more than happy to assist.
Kind regards,
DS Customer Care Team
Rescue in an emergency
I urgently needed replacement glasses as I had lost mine three days before going on holidays. I do need them for driving, watching TV and generally for the distance. As it was between Christmas and New Year I wasn't too confident I would get my order in time but decided to try my luck anyway. It was super quick: I ordered on 30th December at 11am, two hours later the glasses were dispatched, and the next morning they came through the letter box - literally 24 hours after my order. Good quality, too! As I wasn't sure this would work, I went for one of the cheapest frames just to test the waters. I entered the figures from my latest eye test and the glasses are just perfect. I might well order again with a nicer frame. But for now, I am just happy that I have a pair of glasses for my holidays.
December 30, 2025
Unprompted review
Reply from Direct Sight
Dear Thomas,
Thank you so much for your lovely review!
We're so pleased to hear that the gamble paid off and your glasses arrived in time for your holiday, especially during the busy Christmas/New Year period!
It's great to know the turnaround, quality and prescription all met your expectations and that your new glasses are serving you well.
We do hope you had a wonderful holiday and thank you for choosing Direct Sight!
Best wishes,
DS Customer Care Team
Hesitating? Order them. Great service.
Wasn’t too sure about ordering from this site as hadn’t used them before. But my glasses had broken. And needed some new ones next day. Ordered them at 2pm by 3.30pm I had an email to say they’d been processed and I received them the next day, even during Christmas week.
Ordering process online was really easy.
Glasses were a great price and are a great quality.
I took a punt as would normally try on about 50 pairs before I choose a frame, but these frames were great. Really impressed.
Would recommended them and use them again.
December 23, 2025
Unprompted review
Reply from Direct Sight
Dear Kate,
Thank you so much for your fantastic 5 star review!
We're really pleased you decided to give us a try and that we could help when you needed replacement glasses so urgently - especially during Christmas week!
It's great to hear that the ordering process was easy, delivery exceeded expectations and that you're happy with both the quality and value of your glasses overall. Choosing frames online can feel like a leap of faith, so we're delighted to know the frames were exactly what you were after.
Thank you for choosing Direct Sight and we look forward to helping you again in the future!
Warm regards,
DS Customer Care Team
Great customer service!
I had initial issues with my order but I was really impressed with the speed and efficiency that Maria sorted the issue out for me. I was fuming at the start of the process but am here writing a review now. Just goes to show what good customer service can accomplish
December 17, 2025
Unprompted review
Reply from Direct Sight
Good morning,
Thank you so much for your kind review!
We're thrilled to hear that Maria was able to resolve the issue quickly and efficiently. We completely understand how frustrating things can feel at the start so it means a lot to know that her support turned your experience around.
Your feedback is a great reminder of how important good customer service is and we really appreciate you taking the time to share it.
Kind regards,
DS Customer Care Team
Poor handling of damaged frames and unresolved issue
I used Direct Sight’s reglazing service for two pairs of designer glasses. Both were sent in their original cases.
When the order was returned, one pair was missing its case entirely, and the other pair had been damaged. The frame was warped, the arms were misaligned, and the glasses no longer sat flat or fitted properly. I provided photos and returned the damaged pair at their request so their lab could inspect and fix them.
The glasses were sent back to me in almost the same condition, still warped and unusable. Direct Sight then offered to refund the lenses if I returned them, but this would still have left me out of pocket to replace the designer frame that was damaged during their process. That proposal did not resolve the issue.
Despite acknowledging the damage, Direct Sight relied on wording in their terms saying reglazing is at the “customer’s own risk” and has refused to take responsibility. They have also still not returned the missing case, despite telling me it had been “located” and would be re-dispatched.
I made several reasonable attempts to resolve this amicably, but the matter remains unresolved. I would not use this service again and would caution anyone sending valuable frames to be aware of the risk if something goes wrong.
** Update since their reply **
Direct Sight’s response does not accurately reflect what happened. While one pair of glasses was successfully reglazed, it was returned without its original case. Despite being told the case had been “located and re-dispatched”, it has never arrived and no tracking or confirmation has been provided. I now consider it lost.
The second pair of designer frames was returned damaged. The frame was warped, the arms were misaligned, and the glasses no longer sat flat or fitted properly. At Direct Sight’s request, I returned the damaged frames so their lab could inspect and correct the issue. When they were sent back to me, they were in almost the same condition and remained unusable.
Direct Sight offered a refund for the lenses only. Accepting this would have left me with damaged frames and no usable glasses, meaning I would still have had to buy both replacement frames and new lenses at my own expense. That was not a reasonable resolution.
Despite acknowledging the damage, Direct Sight has relied on wording in their terms stating that reglazing is done at the customer’s own risk, and has refused to take responsibility for damage caused during their own process.
After making multiple attempts to resolve this amicably, the matter remains unresolved. A card chargeback is pending and a small claims court action has been initiated to recover my loss.
It’s extremely disappointing to be let down so badly by a company I previously recommended. I would strongly caution anyone considering sending valuable frames to be aware of the risk if something goes wrong.
December 17, 2025
Unprompted review
Reply from Direct Sight
Dear Dominic,
As a returning customer, we're genuinely sorry to hear part of your experience with our reglazing service did not meet your expectations on this occasion.
We'd like to highlight that one pair had been successfully reglazed and returned to you, which you were happy with, aside from the missing original case.
Your frames were adjusted and returned to you as agreed, following our standard procedures regarding inspection and repair to frames that are not supplied by Direct Sight.
The previously missing case was located and re-dispatched on 03/12/2025, along with your adjusted frames, which underwent additional checks by our Site Managers prior to dispatch.
We understand that the results were not to your satisfaction. In an effort to resolve the matter, we offered a refund for the lenses upon their return. Instead, a chargeback was raised for lenses that were bespoke-made and unrelated to the reported frame issue.
As outlined in our Terms and Conditions, which are agreed to when placing an order with Direct Sight, frames are sent at the customer's own risk. We have done our best to assist and resolve this matter in good faith and we regret that a mutually satisfactory outcome could not be reached.
Kind regards
DS Customer Care Team
Still waiting for refund !
Ordered glasses for next day, when order complete got a 7 day delivery date. Cancelled immediately. Got reply could pay extortionate delivery charge to get quicker, declined and requested refund. Two weeks later still no refund. Be warned STAY AWAY FROM THIS SITE !
November 21, 2025
Unprompted review
Reply from Direct Sight
Dear Petra,
Thank you for your feedback. We're sorry to hear about your frustration and would like to clarify the situation for transparency.
Your order was placed using our standard production and delivery service, which has a stated delivery timeframe of up to 7 days; the Express Service was not selected at checkout.
As you advised us of a specific deadline after placing the order, we offered an optional upgrade to express delivery to ensure your glasses could arrive in time. This upgrade was entirely optional and was declined.
A full refund was issued following your cancellation request. Once a refund has been processed by us, the time it takes to appear back in your account is dependent on your bank's clearing times, which is unfortunately outside of our control.
Best wishes,
DS Customer Care Team
Avoid if you need next day glasses
Broke my glasses and ordered here, said they were in production on the 2nd and delivered on the 3rd! I paid £20 extra to get them tomorrow as they were urgent and needed for work .... so its the 3rd and they are not here i know the company will blame the delivery service not my problem get a better delivery service then and do not advertise next day delivery when it isnt i will be pursuing for my £20 back ... avoid this company if you need them next day because they wont arrive next day and you will find yourself stuck
December 2, 2025
Unprompted review
Reply from Direct Sight
Dear Jack,
We're sorry to hear of your disappointment.
We'd like to clarify that the Express service you selected includes same-day production and dispatch of a customised pair of prescription glasses, sent via Royal Mail 24 Tracked which is advertised as 1-2 business days. While we aim for next-day delivery, the delivery date is dependent on the carrier.
We can see that your order was placed and dispatched on 2nd December, arriving with you on 4th December. We're pleased to see that you have since confirmed via email the safe receipt of your glasses and are happy with them nevertheless!
Your feedback is appreciated and has been passed on.
Kind regards,
The Direct Sight Team
Above and Beyond — Truly Impressed
I can’t recommend this company highly enough! My old glasses dramatically snapped on me out of nowhere - full “I didn’t sign up for this” energy - leaving me basically blind and panicking. I needed a new pair fast.
I jumped on the chat and even called, probably sounding like someone who’d just lost a limb rather than a pair of specs, but the customer service team were absolute heroes. Friendly, calm, and genuinely brilliant - they handled my mini glasses emergency like seasoned professionals.
My order was sorted instantly and, just as promised, my new glasses arrived the very next day. Honestly, I’ve had slower pizza deliveries.
Huge thanks to the whole team… you saved my eyesight and my sanity. Highly, highly recommended!
November 28, 2025
Unprompted review
Reply from Direct Sight
Dear Natalie,
Thank you so much for your incredible review!
We're absolutely thrilled that our team could swoop in during your "my glasses have dramatically abandoned me" moment.
Our Customer Service Team will be over the moon to know they helped turn your mini eyewear crisis into a next-day success story, restoring both your vision and your sanity!
While we can't provide extra cheese or a side of garlic bread, we’re always happy to help with your next pair of glasses!
Kindest regards,
DS Customer Care Team
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