Great first experience. Ordered x3 lots of eye drops as better priced than high street pharmacies. I incorrectly added the wrong delivery address so the item was delivered to my old house and got retu... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Bought Hycosan Dual and Hycosan Night for dry eye treatment. The manager was very helpful as I accidentally typed our old address due to moving a few days before ordering. He changed the details rig... See more
Company replied
Brilliant service! When ordering my lenses, I accidentally put in the wrong delivery address due to Apple Pay pre filling the information. I contacted the company through a message and within an hour... See more
Company replied
I had a great experience with theopticalstore.co.uk. They offered the best price I could find online, which was a big plus. My order actually arrived a day earlier than expected, which was a nice... See more
Company replied
Company details
Written by the company
Discover top-quality contact lenses and eye care products at the Optical Store. Fast UK delivery & expert customer service. See the difference today! With over 35 years of experience as opticians, including two decades of owning and operating a successful chain of practices in London UK, The Optical Store was founded to ensure quality eye care is accessible to the nation and beyond – providing high quality contact lenses at affordable prices, delivered right to your doorstep. Backed by decades of expertise and a dedicated in-house team of optical professionals, The Optical Store brings convenience, affordability and peace of mind when purchasing contact lenses online. From daily disposables to specialty lenses, we offer a wide range of options to suit your specific needs and preferences. At The Optical Store, we don’t just sell contact lenses – we provide a seamless customer experience rooted in trust, reliability, and genuine care.
Contact info
4.9
Excellent
351 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Exceptional service
Exceptional service , best prices and Quick delivery . I highly recommend as you will be very satisfied
February 18, 2026
Unprompted review
Reply from The Optical Store
Thank you for your kind words, Lili! We appreciate your support and we look forward to welcoming you back to The Optical Store again soon!
Great Service
My order was delayed but they sent me free lenses over the meantime to keep me going.
Non-one else has such service. Well done.
April 15, 2026
Unprompted review
Reply from The Optical Store
Delays are never ideal, but leaving customers without lenses is even less ideal! We’re really glad we could help in the meantime. Thanks very much for your feedback and support, Ajid. We look forward to welcoming you back to The Optical Store again soon!
Excellent service...easy to use website…
Excellent service...easy to use website and ordering procedure and delivered in
A few days...absolutely a good shopping
Experience....forgot to mention the price was also great...
Would definitely order from The Optical
Store again.
May 5, 2026
Unprompted review
Reply from The Optical Store
Thanks so much for your kind words, David! We’re delighted you had a smooth shopping experience from start to finish, and that your order arrived quickly. We truly appreciate your support and we look forward to welcoming you back to The Optical Store again soon!
Unacceptable response to a genuine complaint
Extremely concerning customer service experience.
After placing my order, I sent multiple emails (six in total) trying to resolve an issue after they failed to deliver on the agreed date. These emails were ignored.
Instead of addressing the problem, the company attempted to shut down my complaint entirely. I was told the matter was “closed” despite it remaining unresolved.
What I found most concerning was that they warned further contact could be considered harassment and referenced potential legal action, simply because I was following up on a legitimate consumer issue and they had failed to reply. This felt intimidating and like an attempt to discourage me from pursuing my rights.
It also gave the impression that they were trying to prevent me from speaking out or leaving a review about my experience.
As a paying customer, being ignored and then treated in this way is unacceptable. This situation caused significant stress and anxiety and was handled in a highly unprofessional manner.
They initially attempted to offer me a complimentary set of lenses due to their own miscommunication. This compensation clearly related to their initial misrepresentation, not to the subsequent delays in delivery.
On multiple occasions, they provided firm assurances regarding delivery timelines, which they then failed to meet. Despite this, they continue to claim that I have already been compensated, which does not address the later delays at all.
When I followed up repeatedly for updates on my order, my messages were ignored. Instead of providing clarification, they have accused me of harassment, even though I have only been making reasonable enquiries about the status of my purchase.
Their conduct has been highly unprofessional and dismissive. I am fully entitled to clear and accurate information about my order. Being ignored and then accused in this way feels both unfair and intimidating.
I have retained all correspondence and will be escalating this matter further. This situation has caused me considerable stress and has negatively affected my mental wellbeing.
Disappointed as I thought I’d genuinely found a new/alternative provider.
I would not recommend based on this experience.
May 3, 2026
Unprompted review
Reply from The Optical Store
Thanks for your review SY, however we are disappointed to read this review and your subsequent update as it does not accurately reflect the situation or the extensive correspondence that took place.
Your complaint related to a one day delivery delay, after which repeated communications were sent to our team requesting a full refund, compensation for alleged loss of earnings and reimbursement based on your hourly rate earnings. For context, your order total was £80 and you requested compensation of £320. These requests were neither proportionate nor something any retailer would reasonably provide in these circumstances.
Despite this, we responded across multiple detailed email replies explaining our position clearly and professionally. Additionally, we provided you with extra lenses, free of charge, as a gesture of goodwill for the one day delay. The matter was only marked as closed after several responses had been provided, and our final position on your request for compensation had been communicated.
While we respect every customer’s right to leave feedback, we do not believe it is fair to suggest concerns were ignored simply because your requested compensation was not granted. Equally, the volume and escalated nature of your communications directed towards our team across email and social media caused significant concern internally, and we have a responsibility to protect our staff from persistent and repetitive contact once a matter has been fully addressed and concluded.
We hope readers can recognise the difference between legitimate customer feedback and an attempt to damage a business’s reputation after unreasonable compensation requests were declined.
We stand by the manner in which this matter was handled and do not believe this review fairly reflects the level of service and communication provided throughout.
Effortless and efficient delivery of my…
Effortless and efficient delivery of my lenses - who could possibly ask for more 😊
April 24, 2026
Unprompted review
Reply from The Optical Store
Thanks so much for the kind words, Stephen! We’re delighted your lenses arrived quickly and that the whole process was easy and stress-free. We look forward to welcoming you back to The Optical Store again soon!
Reply from The Optical Store
Thank you so much for your review and recommendation! We’re really pleased you found the order process easy, and your order arrived quickly. We appreciate your support and we look forward to welcoming you back to The Optical Store again soon!
Quick Delivery & Good Price
Arrived within 24 hours, competitive pricing,well packaged and good communication about despatch and delivery. All good.
May 1, 2026
Unprompted review
Reply from The Optical Store
Thanks so much for the kind words! We’re really glad your order arrived quickly and that you were happy with the pricing, packaging, and communication throughout. We truly appreciate your support and look forward to welcoming you back to The Optical Store soon!
Best price and fast delivery
Best price and fast delivery
Minimal packaging which great for the environment
April 30, 2026
Unprompted review
Reply from The Optical Store
Thanks for your review, Megan! Good value, quick delivery, and keeping things a bit greener - sounds like a win all round. We appreciate you choosing The Optical Store and we look forward to welcoming you back again soon!
Great shopping experience
Great shopping experience. Delivered ahead of schedule. And a great price. Keep up the good work team opticalstore!
April 23, 2026
Unprompted review
Reply from The Optical Store
When delivery beats expectations, it’s always a great day! Thank you for your kind words, Colin - we appreciate your feedback and we look forward to welcoming you back again soon!
Amazing Customer Service
Amazing Customer Service. I ordered a product that did not really work for my eyes and after contacting them online I received a call apologising, although not their fault, offering me a refund and suggesting a suitable product. Very impressed. Would recommend to anyone.
April 24, 2026
Unprompted review
Reply from The Optical Store
Thank you for your review, Gabi. Sometimes it’s not the perfect match, but we’ll always help you find “the one”! Thank you for choosing The Optical Store - we truly appreciate your recommendation.
Quality product at a good price
Quality product at a good price. My lenses arrived 24 hours after the order was placed and the web site is easy to use. I will definitely recommend The optical store and I will be using them for my lenses again.
April 24, 2026
Unprompted review
Reply from The Optical Store
Thanks so much for the lovely feedback, Stuart! We’re really glad you found the website easy to use and that your lenses arrived so quickly. It’s great to hear you’re happy with both the quality and price. We truly appreciate your recommendation and we look forward to welcoming you back again soon!
First class service,excellent price and…
First class service,excellent price and delivery well ahead of schedule. Will definitely use again if needed.
April 24, 2026
Unprompted review
Reply from The Optical Store
Thank you for your review, Neil! Fast, good value, and beating the delivery estimate - we like to keep things interesting. Thanks for choosing The Optical Store!
Easy repeat online contact lens order…
Easy repeat online contact lens order requested yesterday and incredible delivery today before 09:30am. Delivery was foc as my order was over the threshold value. Arrived exactly as ordered next day. What’s not to like. I will be back!!
Thank you Optical Store. Exemplary service. Love it.
April 25, 2026
Unprompted review
Reply from The Optical Store
Thank you for the amazing review, Connie! Ordered yesterday, delivered before 09:30 - we like that kind of pace. Glad the free delivery and smooth repeat order hit the mark. We look forward to welcoming you back again soon!
Faultless service
How did they do? Perfectly, just like last time and the time before that. I ordered on 20th April and the items arrived with Royal Mail on the 22nd.
April 22, 2026
Unprompted review
Reply from The Optical Store
Once is good, twice is great, third time… we’ll call that a habit! Delighted we could deliver again, and quickly too. Thank you for your review and your continued support, Caroline!
Reply from The Optical Store
Thank you for your review, Sergei! We appreciate you choosing The Optical Store and we look forward to welcoming you back again soon!
Excellent service
Excellent service, straightforward ordering process and super fast delivery. Many thanks
April 18, 2026
Unprompted review
Reply from The Optical Store
Thank you for the great review, Gilly! Straightforward ordering and super fast delivery - just how it should be. Thank you for choosing The Optical Store!
They said delivery 3-5 days got mine…
They said delivery 3-5 days got mine the next day Fantastic service.
April 18, 2026
Unprompted review
Reply from The Optical Store
Thank you for the kind words, Michael! We’re really glad your order arrived sooner than expected. We appreciate you choosing The Optical Store and we look forward to welcoming you back again soon!
Excellent customer service
Excellent customer service. My order was for toric multifocals which were made to order so took longer than ordinary contact lenses. I needed them before I went on a holiday and The Optical Store kept me informed at all times and they arranged for next day delivery when my lenses did arrive. One very happy customer who received the said lenses on time. Customer Service is often lacking these days but I can honestly say that The Optical Store provided that much needed old fashioned service.
April 16, 2026
Unprompted review
Reply from The Optical Store
Thank you for the fantastic review, Lesley. Made-to-order lenses and a holiday deadline - no pressure!! Delighted everything arrived in time and really appreciate your kind words. We look forward to welcoming you back to The Optical Store again soon!
Quick delivery with very good prices…
Quick delivery with very good prices contacts are great
April 16, 2026
Unprompted review
Reply from The Optical Store
Thanks for your review, Dave! We’re glad your contact lenses arrived quickly and that you’re happy with both the price and quality. We appreciate you choosing The Optical Store and we look forward to welcoming you back again soon!
Top quality contacts at unbestable prices !
Great prices for bulk purchase the more you order the bigger the savings. Plus save more with repeat orders.
Free delivery in and around two days.
The best comfiest Contsct Lenses i have ever tried on,
Well done the Optical Store.
April 15, 2026
Unprompted review
Reply from The Optical Store
Thanks so much for the lovely feedback, David! We’re glad you’re enjoying the comfort of your contact lenses and making the most of our bulk and repeat order savings. It’s great to hear everything arrived quickly too. We truly appreciate your support and we look forward to welcoming you back to The Optical Store again soon!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.