RNIB Reviews 24

Be careful when using their online shop. We ordered two watches one year apart, both failed within a week due to poor quality batteries. The second one we sent back using the preprinted label provided. Refund refused despite emailing and calling over a 2 month period as we heard nothing. They said they required proof of postage (it was a small item so we just put it in postbox with the RNIB return label on it. For faulty goods it shouldn’t be this hard to get a refund. Won’t ever buy from RNIB again.

on 5th aug 2025 i was registered partially blind RNIB was most helpful staff spent time explaining every detail i needed to know regarding my blindness their help with form filling was a great help i would have been lost without this help will be for ever grateful

In my experience RNIB does not cover the full range of eye disease. HSV1 is common worldwide yet it does not have any regard for the condition or provide information.
The World Health Organisation acknowledges that a vaccine for this condition is in need.

I lost the majority of my sight when I was 6 years old after a severe case of chicken pox (vaccinate your kids because this definitely happens).
However, I adamantly stumbled and blundered through life, not wanting to appear incapable (to myself and to others). Sometimes, I feel that this world is probably not a place that is going to be any nicer by my seeing it anyway.
During the fifth decade of life, my remaining vision has rather rapidly deteriorated. A good deal of this is (I believe) because of being forced to peer at impossibly poorly defined content on a screen. I grew up without TV and don't have a set now. Years ago, I brought a huge monitor, but I can still feel my eyes hurting from the strain looking at a screen - something that doesn't happen with a printed page. It wouldn't be as bad if there was an alternative, but increasingly vital services and even mandatory activities are only accessible online. It should concern everyone that we will soon have a generation of people who can't see.
Another thing that adversely affects my (and everyone's) sight is the excessive and inappropriate use of LED lights.
So, I avoided acquiring any tools to assist with daily life until it became prohibitively dangerous not to do so.
Items in the shop seemed expensive until I realised how great they were.
When something is out of stock, I can ask to be notified when it becomes available.
Unlike too many websites, they actually have genuine customer service staff. Human beings who are knowledgeable about the stock and always have helpful advice and suggestions. M
No bots with the vocabulary of a 5 year old. No "we'll text you a link that you will never be able to read" before cutting you off.
My orders came with appropriate details and instructions. What's more, it's given me the confidence to request the same from other places.
They're the one place that doesn't make me feel disabled.

BOTTOM LINE:
Be very careful about ordering from RNIB, especially online.
Ordered a ‘No Jab’ Cane 03/03/24. To date no delivery. That’s five weeks.

I’ve spoken to various very helpful customer service team,M to no avail.
The management stated that the website says it will take 4-6 weeks. It does not.
They state that the website says special delivery outside of normal timescales.
It does not and there are no stat d delivery timelines.

I ordered the cane five weeks ahead of going on holiday so I’m on holiday without my new cane. But……
I cannot change the delivery address to a neighbour in case it arrives when we’re away
So it will be a attempted delivery, go back to the RNIB warehouse and then back to point of manufacture either Canada or the USA. At that point a refund will be issued 🤣. Unbelievable.

I also returned a cane tip. Over one month for a refund despite the chasing. .

The RNIB perform a wonderful role, but online retail is not one of them.
There are other companies who can supply a better working website, cheaper goods and a far more satisfying experience.

I would suggest the RNIB has a serious review of the shop website, its objectives and performance

Rnib talking books not fit for purpose we have Alexa and I have tried to get a book for my husband to listen to for months

Everyone he asks for it says the same thing many are not rare books either

It either says it doesn't have the book or for months been saying I'm sorry but that's not available right now he's just fed up with it
We have given up

As he's completely blind and only in recent years also disabled wheelchair user he would like very much to have listened to the books
We have given up with it finally

AVOID THE RNIB SHOP

I ordered an item from the RNIB about 6 weeks ago for my Husband’s Christmas present. The item was coming from a 3rd party so was prepared to wait 3 to 4 weeks. 2 weeks ago I received an email saying the item has been discontinued so they would be requesting a refund. After a few days we called and were told it could take upto 10 working days. This time was up today so we called again and unbelievably were told that although the refund has been granted it has not yet been processed. Barry was supposed to chase this up and let us know what is happening. Judging by other reviews We’ve got a fight on our hands as we can’t afford to walk away from £85.

UPDATE: we have received a refund but as expected it took exactly 30 days from 22nd November till the 23rd December to go into our account. We were put under unnecessary stress as each time we called we were told different things including ”some one will call you back” 3 times (no one ever did) and “The money will definitely be in your account by the 19th December.” (another lie). I am relieved to get refunded but never want to experience this again so will never use the RNIB Shop for any thing.

Constant phone calls after stopping monthly direct debit due to being on Mat Pay. the number changes every couple of weeks so blocking it doesn’t work. Absolutely will not be supporting again in the future. Often call evenings and weekends!

Totally disrespectful of my time and exploitative. Hiring very young people who don't know better and putting them at risk by instructing then to target the elderly in their fundraising efforts. Was told they were told not to even talk to anyone under 30! If they want even a shred of respect they need to stop cold calling and other shameful practices.

Incredibly expensive items….go to Amazon. Still awaiting the catalogue I asked for two months ago.
Don’t have a clue.

Utterly disgusting fundraising methods! They constantly hound elderly people, using every hard selling technique under the sun to convince them to gradually increase their direct debits.
I have contacted their head office to point out how incredibly unethical this is, but they have not stopped and I have received no reply.
The RNIB is a vile organisation.

What a disgusting approach this charity takes to fund raising. Door knocking ay 8pm on my elderly parents door (in their 80s) to persuade them to sign up for direct debit. They have a notice on their door saying no cold callers yet still these door knockers attend. These are staff from a company on commission to make as much as they can and then it's RNIB who get what's left!
This charity should be ashamed.

I returned an item to the RNIB shop as I found it was unsuitable. I tracked the parcel and it was received by RNIB on the next working day. It took just short of a month to receive the refund of £84.95 on this item and this was after much chasing. I find this an unacceptable delay and do not feel at all valued as a customer. I do not want to use this shop again but may be forced to do so due to the specialist nature of the goods.

I am registered blind. I've used the RNIB online store to purchase several visual aids over the years. Their website is badly designed considering it is likely to be used by visually impaired people.

Their delivery times for online purchases is very poor. I expect an online purchase to arrive within a few days but RNIB deliveries take a week to ten days.

I'm now looking at alternative suppliers for my stuff in future.

Can't remembered when I ordered but a few years ago maybe?

Brilliant service, brilliant lenses, and they seem to be smudge-free lenses. You can actually see indoors while wearing them, and the wrap frames are good for outdoors.

RNIB sent them quickly and had a discount code that actually worked.

Recently had a training session about vision impairments in older people and how best to support them, found the information very useful and helpful

Made a complaint to RNIB manager as my RNIB supposedly support worker just told me Her Maiden Name,and she happens to be the SISTER of My Best Friend all through childhood to age of Sixteen.I feel She should of made this known & i given another support worker who did not keep this secret for approx three yearsor more.The support workers manager dismissed my claim and told me that support workers maiden name different but i have it all recorded.I certainly did not expect this level of disloyalty & Lies from RNIB & especially RNIB manager.AND NOW MY SUPPORT HAS STOPPED COMPLETELY since dismissed by manager.RNIB Worker & Manager SHAME ON YOU !

I know this is an organisation that does a lot of good, but my experience with them whilst purchasing a watch for my mother who has macular degeneration has been shocking.

Last year I saw a nice ladies watch on the site and asked mom if she would like a new watch as hers is quite large and clunky. She said yes so I ordered said watch. It was not radio controlled and there were constant issues with setting the time - the hands and the speaking did not coordinate.

I complained and was told to send it back. I did so with a note saying please REPLACE. I do not live with my mother, it is a 5 hour drive to see her and I needed her to have a watch that was reliable. They sent the same watch back. We had the same issue PLUS it gave all the appearance of having a flat battery. I decided to have the battery replaced (£8) to see if that resolved the issue, it did not. I complained again - and bear in mind most emails take up to a week to get a response - and was told I must return it again. I said who is paying for the postage (tracked, signed for) and for the battery and when will we get a new one. Long silence. Eventually they said they do not have that specific watch in stock so I should just keep it and when they get new stock in, they will let me know and will also offer a 15% discount as goodwill. Well, I waited. I waited. I waited. I emailed a few times, no reply and as life is busy, it eventually slipped my mind. A couple of months ago mom asked me about the watch. I got in touch again and was told they no longer stock those watches, so I should choose a newer model. Well, in the intervening 12 months or so, the watches have doubled in price. I asked about the discount and was given a code - BUT only for a specific and expensive watch. I swallowed the bile, and placed an order, paid and as I am out of the country and THREE have messed my my roaming, I messaged my son and asked him to phone his grandmother and tell her that her new watch is en route. Silly me. A week later I get an email to say "sorry, that watch is out of stock."

What??? They took payment and then took a week to let me know the watch is out of stock. I emailed back saying I demand an immediate refund - my mistake, no chance they will read it until next week and then they will no doubt respond a refund will take anything up to 14 business days.

I am sorry, I know this is a charity but the lack of efficiency is appalling. Sadly mom will now have to do without her watch (though I will try and source one overseas) as I will never place my trust in RNIB again.

Reached out for help after a traumatic eye injection. Was text an appointment time. No option to cancel or rearrange. Rushed home to speak to what I thought was a counsellor. Person was very intimidating dismissive and critical. Questions were intensive and made me feel worse. Suggested I had some specific therapy I questioned the cost of this private therapy only then did he brighten his tone and speak to me almost helpfully suggesting he could put me in contact with someone he knew who could find me a good price!
Suggested help groups and other info. Said he would email me details - never did. Also never sent those therapy details.
I would definitely recommend not contacting these people for help. They are no help at all.
I have received a great deal of help from the macular society and always found them very professional.

I'd just like to say.. I'm serverly sight impaired /blind. I asked the RNIB a question. They transferred me to guide dog section. And not got a clue what there doing.. I have a dog. Not a guild dog. But one that helps me in a number of ways. The housing was telling me I could no longer take it in the communal garden.. Nothing we can do, was the answer... Luckily I carried on regardless.. Assistance dog's.. Why couldn't they of said that to me.. Anyone else in this situation. Look into assistance dogs.. End of problem... Never seem to get any help or advice or surport from the RNIB... Very disappointed.