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
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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
Sent my prescription for varifocals…
Sent my prescription for varifocals sent me reading glasses which I could not see anything clear they denied any responsibility
Paid £19.00 delivery had to pay return postage told they would not refund for lenses
Absolutely disgraceful would not recommend this company to anyone except trading standards
September 3, 2025
Unprompted review
Reply from Direct Sight
Dear John,
Thank you for sharing your feedback. Although you did not provide your details through Trustpilot, we were able to identify your order based on the information within your review.
We would like to clarify that Varifocals are not available on our Next Day Express service due to the more complex nature of these lenses. Your order was for single-vision reading glasses, which was confirmed in the order specification sent to you on purchase, receipt of your prescription, when the order entered production and again upon dispatch.
We understand it can be frustrating if the glasses received were not what you expected but we can assure you that your order was fulfilled in line with the prescription and lens type selected at checkout.
Our Customer Care Team have already sent you a copy of your order for reference and we remain happy to discuss this further with you directly to provide any clarification or support needed with a refund or exchange.
Kind regards,
DS Customer Care Team
I need prisms on my lenses so…
I need prisms on my lenses so appreciate this can increase the waiting time but to be told to wait 2 week after placing the order just because the frames were not in stock is not the quick turnaround they advertise. Very disappointed.
Amazing - 5 days after I left my review and after chasing for an update on the order, you reply with this making it sound as if you have actually provided an efficient service!
September 4, 2025
Unprompted review
Reply from Direct Sight
Dear Fiona,
Thank you for taking the time to leave your feedback - we are very sorry for the disappointment caused by the delay to your order!
The frame you originally selected was unfortunately subject to a supply delay outside of our control and apologise that your order was affected as a result.
We can see that you have since exchanged your frame choice and that your order has now been dispatched, scheduled to arrive with you tomorrow on the upgraded delivery service! We will continue to monitor the delivery of your preferred frame and look forward to updating you as soon as it becomes available.
We truly appreciate your patience and understanding throughout.
Best wishes,
DS Customer Care Team
AVOID AVOID
Received glasses completely out of focus, returned them to be told I wouldn't be refunded for the lenses. Lenses that where obviously wrong was then told by a Maria that the lab said they where OK. Absolutely disgraceful AVOID AVOID AVOID
August 11, 2025
Unprompted review
Reply from Direct Sight
Dear Andrew,
We’re sorry to see your review and regret that you’ve had a disappointing experience.
We did contact you via Trustpilot to request further details so we could look into this properly, but unfortunately, we did not receive a response within the timeframe required. Without that information, we're unable to investigate, comment or resolve the matter for you.
If you're still looking for a resolution, please get in touch with our Customer Service Team directly at help@directsight.co.uk - we’re more than happy to assist.
Kind regards,
DS Customer Care Team
Lost my glasses 10am Tuesday by 10am…
Lost my glasses 10am Tuesday by 10am Wed, the next day, I had a new pair.
Glasses excellent quality, excellent price. My optician quoted 7 days and 3x the price.
August 20, 2025
Unprompted review
Reply from Direct Sight
Dear Phil,
Thank you so much for your 5 star review!
We’re delighted to hear we could get your new glasses to you so quickly via the Express Service and even more ecstatic to hear that you’re happy with both the quality and the price. Providing excellent value without compromising on service and standards is exactly what we aim for and it’s wonderful to know we met your expectations.
We really appreciate your feedback and look forward to helping you again in the future!
Best wishes,
DS Customer Care Team
Stolen my money
I purchased lenses from Direct Sight with a blue light filter, but immediately experienced significant visual issues — including double vision when using digital devices and a constant, intrusive blue glare. This was not an issue with my previous glasses, indicating a clear fault with the lenses provided.
I asked Direct Sight to either rectify the defect or remove the blue light coating. When the glasses were returned, no explanation was provided about the work done. I had to contact customer service myself, and was informed that the lenses had been remade without the blue light filter — essentially meaning I paid for a feature that was not delivered.
Despite this, Direct Sight has refused to refund the cost of the blue light filter, citing their terms and conditions. This has been a deeply disappointing experience. I would strongly advise others to be cautious when ordering from this company. If this is the level of care shown for a relatively minor issue, I would be very concerned about how they handle more serious problems.
August 7, 2025
Unprompted review
Reply from Direct Sight
Dear William,
It’s particularly disheartening to see your review given the positive feedback you shared with us via email after safely receiving your new, updated lenses.
We are sorry to hear that you experienced discomfort with your lenses after ordering the Blue Light Filter. As discussed in our email correspondence, your original lenses were made to the exact prescription and specifications provided, including the blue light coating. After you reported visual discomfort, the lenses were remade without the coating at no cost and also reimbursed your return postage as a gesture of goodwill - despite the fact that the original product was manufactured correctly and met the order requirements.
Our terms and conditions, which are available on our website prior to ordering, explain that custom-made prescription lenses including optional coatings, are non-refundable unless a manufacturing fault is found. In this case, no fault was identified.
We appreciate that this was not the outcome you had hoped for, but we have acted in line with our policies while still providing a no-cost remake and covering your return postage to ensure you had lenses you could comfortably wear.
Kind regards,
DS Customer Care Team
Super quality product
Super quality product, at a great price. Wonderful support staff that answered all my questions and were quick to respond. I will most definitely be using them again and also recommend them to friends and family. Thank you
July 29, 2025
Unprompted review
Reply from Direct Sight
Dear Costas,
Thank you so much for your wonderful review!
We’re so pleased to hear that you’re happy with both the quality and price of your new Varifocal glasses. Our Team will be delighted to know their quick responses and assistance made a positive impact on your first experience with us!
It’s great to know you’ll be returning to us and recommending us to your friends and family - that really means a lot for our family-run business!
If you require any aftercare assistance at any time, please feel free to reach out on 01494 307 345 or via email at help@directsight.co.uk.
Best wishes,
DS Customer Care Team
Absolutely brillant
From start to finish I can't fault this company. Dealt with 1 person all the way when I made an error and accidentally ordered 2 pairs of the same glasses. Maria swiftly helped me to change my second pair to the sunglasses I wanted. My 1st pair of glasses arrived today and they are great. Only had to take a picture of my prescription instead of having to enter it manually, cant compliment them enough. If only every company was as professional ...thank you
July 28, 2025
Unprompted review
Reply from Direct Sight
Dear Lorraine,
Thank you so much for your amazing review!
We're delighted to hear you had such a smooth experience with us from start to finish. We're so glad Maria was able to quickly sort everything out and get you the sunglasses you wanted - she’ll be delighted to hear your kind words!
Thanks again for your trust, support and for the lovely compliment!
If we can help with anything more, please do not hesitate to get in touch.
Best wishes,
DS Customer Care Team
They do not deliver in the promised timescales
This company promised a much quicker turnaround on my glasses than my existing supplier and have failed to deliver anywhere near on time. I get regular emails apologising as they fail to meet yet another delivery date promise. I feel lied to and mislead.
July 17, 2025
Unprompted review
Reply from Direct Sight
Dear Mark,
We're sorry to hear you're disappointed.
As mentioned in our previous communication, your order includes custom-made Varifocal lenses, which naturally require more time to produce. Our delivery timescales (7 to 14 working days for multifocal lenses) are clearly outlined on our website and as confirmed earlier today, your order is still on track to be dispatched well within that timeframe.
Kind regards,
DS Customer Care Team
Shocking service
Shocking service, ordered 2 set for next day which i paid extra for and still to receive anything 3 days later.
Stay away at all costs.
July 22, 2025
Unprompted review
Reply from Direct Sight
Dear Ian,
We’re sorry to read your review, especially following our correspondence earlier this evening.
To clarify, you placed two Next Day Express orders - one for Single Vision Reading and another for Single Vision Computer Use. The Reading pair has been successfully produced and dispatched in line with the Next Day Express service you selected. Tracking details will be forward across to you, first thing in the morning on return to the office for you to track your delivery.
Regarding the second pair, we’ve raised a query which has already been further detailed in our email this evening. Unfortunately, your prescription does not include an Intermediate (Inter ADD) value, which is required for us to produce lenses suitable for Computer Use.
Please kindly refer to our email trail for details on how we can assist in resolving this. We’re here to help and will do our best to ensure a positive outcome.
Kind regards,
DS Customer Care Team
Great service and great price
After my puppy chewed my glasses a few days before a holiday, I found this company online and took a chance. I ordered next day delivery, they came and were perfect. Since then I've ordered three more pairs including prescription sunglasses at the regular delivery timing and will be ordering more.
July 18, 2025
Reply from Direct Sight
Dear Eleanor,
Thank you so much for your wonderful review! We're thrilled to hear that we could come to the rescue after your puppy's little adventure - and just in time for your holiday! 😊
It means a lot that you took a chance on us and we're delighted to know the glasses arrived promptly and were just what you needed. Seeing that you've come back for more pairs, is the best compliment we could ask for.
We truly appreciate your continued support and look forward to helping you in the future (hopefully without any more puppy mishaps!).
If you require any aftercare assistance with any of the glasses received, we are happy to help!
Best wishes,
DS Customer Care Team
There was no pressure to get extras on…
There was no pressure to get extras on the glasses, no pressure to get the right frames, so easy to fill out details
July 18, 2025
Reply from Direct Sight
Dear Tracy,
Thank you so much for your 5-star review!
We're delighted to hear you found the ordering process simple and pressure-free - exactly as it should be!
We believe in giving our customers the freedom to choose what suits them best without any upselling or hassle, so it’s great to know that came across in your experience.
We really appreciate you taking the time to share your feedback and hope you love your new glasses! If we can help with anything in the future, please don’t hesitate to get in touch.
T: 01494 307 345
E: help@directsight.co.uk
Warm regards,
DS Customer Care Team
Glasses I bought were poor quality
Glasses I bought were poor quality. Didn't even come with a case. The lens were cloudy and cheap. The frames were cheap. The person called Marie who emailed me was the most unhelpful person I have ever dealt with. No customer service skills at all. They seem to make cheap poor inferior glasses. Avoid at all costs. They are providing cheap rubbish. I have opened a charge back to get my money back as they also breach consumer law by refusing a refund under the sale of good act and distance selling regulations
July 14, 2025
Unprompted review
Reply from Direct Sight
Dear Customer,
As we're unable to identify you or your order based on the limited information provided in this Organic review, we've submitted a request for additional details via Trustpilot. Once received, we'll be able to thoroughly review your case and respond accordingly.
Kind regards,
DS Customer Care Team
Reply from Direct Sight
Dear Joseph,
Thank you for your review - we are sorry to hear that your experience didn’t meet expectations.
We understand that a two-week wait for a frame-only order can be frustrating and we sincerely apologise for the delay. While most of our frame-only items are dispatched promptly, occasionally orders may be held up due to stock availability.
We’re always working to improve our turnaround times and communication and your feedback helps highlight where we can do better.
Best wishes,
DS Customer Care Team
Worth the wait
I was looking to buy some glasses and found some sites selling them, buy one get one free. By the time I got to the checkout they cost a fortune. None of that here. Chose two pairs of glasses to the spec I wanted and when I got to the checkout they were a lot cheaper than the others. Took a bit longer to arrive, but was worth the wait.
July 18, 2025
Reply from Direct Sight
Dear Martin,
Thank you so much for your review and for awarding us 4 stars!
We're really pleased to hear you were able to take advantage of our Add & Save promotion and that it suited your budget perfectly. It’s great to know you had a positive experience overall and we truly appreciate you taking the time to share your feedback.
If there’s anything we could have done to turn your experience into a full 5 stars, we’d love to hear your feedback - we're always striving to improve and make each customer interaction the best it can be.
We hope to welcome you back again soon for your next pair!
If there’s anything else we can assist with in the meantime, please don’t hesitate to reach out to us at help@directsight.co.uk or give us a call on 01494 307 345.
Kind regards,
DS Customer Care Team
ery nice glassese…
Good product seem to be well made production of the glasses were a bit late but still got them very quickly ]
July 18, 2025
Reply from Direct Sight
Dear Roy,
Thank you for such a great review! We are pleased to hear you are in safe receipt of your glasses and are happy!
As your order included Varifocal lenses, it falls under our stated production timeframe of up to 7-14 working days (excluding weekends) and in your case, I'm pleased to confirm it was completed and dispatched within this timeframe.
Please do not hesitate to get in touch should you require any aftercare assistance at any time!
Kind regards,
DS Customer Care Team
Reply from Direct Sight
Dear Jason,
Thank you for your review and we're very sorry to see you're unhappy!
We’ve looked into your order, which was received out of hours on Sun 06/07 and dispatched on Fri 18/07. As your order included Varifocal lenses, it falls under our stated production timeframe of up to 7-14 working days (excluding weekends) and in your case, I'm pleased to confirm it was completed and dispatched within this timeframe.
We’ve not received any contact from you via our customer service channels, but we’d be more than happy to assist you directly - your Royal Mail tracking details will be emailed to you first thing tomorrow morning.
If there’s anything further we can help with in the meantime, please do get in touch.
We would appreciate an updated review, on receipt of your new glasses! Please do not hesitate to get in touch should you require any aftercare assistance at any time.
Kind regards,
DS Customer Care Team
Ordered and received glasses in plastic…
Ordered and received glasses in plastic bag ( no case) inside narrow box
Glasses were warped and don't sit right. Contacted company whom is telling me that although they have a 30 day returns policy and no hassle returns that seem to be a lie as these arrived damaged Friday and now saying as the lenses were made for me they will deduct them from refund
...so Marie states. What kind of company is this?????
Sort yourselves out your dealing with the wrong person, a disabled one whom needs her refund to obtain from elsewhere
SHAME ON DIRECT SIGHT
July 20, 2025
Unprompted review
Reply from Direct Sight
Dear Wilma,
We're sorry to hear that your experience did not meet expectations and appreciate you contacting our Customer Service Team so we could assess the matter.
We want to reassure you that your case has been reviewed thoroughly and we’ve responded to each of your concerns in line with our policies. While our 30-day return policy is intended to offer a straightforward and fair process, it does state that custom-made lenses, which are produced to your individual prescription are non-refundable unless a manufacturing fault is identified.
As a resolution, we have offered to issue a replacement frame upon return of the original, to be dispatched with added protection during transit.
We are committed to supporting our customers and resolving issues fairly. However, we do feel it’s important to address that some of the communication we’ve received from you has included threats of chargebacks and negative feedback across social media and review platforms. While we understand that frustration can occur, we kindly ask that all correspondence remain respectful and based on factual information so we can continue to offer the best support possible.
Kind regards,
DS Customer Care Team
having been in a hyperbaric oxgen…
having been in a hyperbaric oxgen chamber for 40 sessions.for a medical condition. its affected my eye sight perscription,as it should return back to what is was in about 3 months time didnt want to spend to much on another pair when my glasses were not quite a year old from vision express,went to vision express my normal store for an eye test my eye had changed,so got my perscrition thought id get a cheap pair as my eyesight should return to what it was.seemed good to start,ordered on tuesday 24th,didnt pay for quick service.the next day rang to ask if i could actually pay to get the quick service.lady said oh looks like they will be ready tomorrow {thursday} we can call you when they land on my desk and you can pay for express delivery to receive the next day friday,great yes please.so turn around was order tuesday received friday lovely,hadnt had them 24hours walking round town centre heard a clink the lens had fell out.good job my husband was there as i couldnt of seen to put lens back in or drive home.it had scratched the lens on contact with the concrete.emailed as soon as we got to the car.i posted them at my expense{ considering they were faulty} on monday 30th.they received wednesday the 2nd.obviously being faulty expected a quick turn around like origional order.received email stating estimated delivery 9th.i emailed saying i hope i havent got to wait that long seens its was not my fault & it was quicker first time around.she said she was checking daily and as soon as they were ready they would express delivery next day.needless to say received today 15th.13 days or so which is astonishing considering orignal order was ORDERED.MADE.RECEIVED within 4 days.no i didnt read reviews before ordering wish i had.would i recommend no totally dissapointed in the service once lens had fallen out.i must add ive never experienced lens falling out from specsavers when i used them or the past 3 years ive now been with vision express
in responce to your reply.if you can turn it around that quick on origional order you can turn it around for a FAULTY pair they should have been a priority. SURLY thats good customer service.went way past your estimated second
delivery date,thats when i lost interest.so its been about roughly 19 days start to finish i only had them for 24hour,
June 24, 2025
Unprompted review
Reply from Direct Sight
Dear Sarah,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and are disheartened by the 1* review, despite our pleasant email and phone call exchanges throughout.
We’re pleased that your initial order was processed and delivered so quickly and that you received your glasses within just a few days of ordering. We're sorry, however, that this positive experience was overshadowed by the issue with the lens.
We sincerely apologise for the inconvenience caused when the lens displaced. While rare, this can sometimes occur due to minor shifts in the frame or fitting and we understand how frustrating and disruptive this must have been, especially given your recent medical treatment and reliance on your glasses.
As soon as you contacted us and returned the glasses, our Team acted promptly to assess and rectify the issue.
We also want to note that while your original order was turned around very quickly, helped by the upgraded delivery, replacements are sometimes dependent on different timeframes due to order volumes, prescription complexity or required remakes. The order was returned to you on the same Express delivery service.
If there’s anything further we can do to restore your confidence or assist you, please do not hesitate to get in touch.
Kind regards,
DS Customer Care Team
Excellent glasses, excellent customer service
Really happy with the glasses and had an excellent experience with customer service team. Glasses are great quality, nice design and much more affordable than similar frames/lenses I’ve seen.
I was hoping to get my prescription sunglasses in time for my holiday and when it looked the timelines wouldn’t quite work Maria in the customer service team went above and beyond to help me arrange collection on site.
I’d recommend this company and will be using them again.
July 11, 2025
Unprompted review
Reply from Direct Sight
Dear Andrew,
Thank you so much for your wonderful review!
We're delighted to hear you're happy with your new glasses and that you had such a positive experience with our Customer Service Team. It’s fantastic to know the quality, design and value exceeded your expectations!
We’re especially pleased to hear Maria was able to help ensure you had your prescription sunglasses in time for your holiday - we have passed on your kind words to her and truly appreciate your support!
If we can assist with anything else in the meantime, please do not hesitate to reach out on 01494 307 345 or via email at help@directsight.co.uk.
Warm regards,
DS Customer Care Team
Superfast replacement glasses delivered in less than 24 hours
My Dog managed to get hold of my glasses and broke the frame and one of the lenses. Ordered replacement glasses with the Express delivery at 15:51 and they were delivered around noon the next day.
July 9, 2025
Unprompted review
Reply from Direct Sight
Dear Shaun,
Thank you so much for your 5* review!
We're really pleased to hear your replacement glasses arrived so quickly - especially after your pup's unexpected intervention!
We are delighted the Express Service delivered exactly when you needed it. If you ever need anything else, we’re just a message or a call away!
Best wishes,
DS Customer Care Team
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