Vision Direct  Reviews 112,411

Reply from Vision Direct

Published 3 days ago

Hi Dmitry,

Hi there,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that you have not received your order and completely understand how frustrating and concerning this situation must be for you. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how disappointing it is to be expecting an important delivery and then find that the parcel is not in your possession. We recognize the concern this can cause, particularly when you are relying on your order to arrive as expected.

After checking our system, we can confirm that your order was marked as delivered on 29/05/26. The delivery information provided by the courier includes proof of delivery; however, we understand that this does not change the fact that you have been unable to locate the parcel.

In some cases, parcels may be left in a safe place around the property or accepted by a neighbour on behalf of the recipient. We kindly ask that you check around your property, including any designated safe locations, and with neighbours or other household members who may have received the parcel for you.

If you are still unable to locate the package after completing these checks, please contact our Customer Support team via email, live chat or phone and confirm your complete shipping address. Once we receive this information, we will be able to investigate the matter further and ensure that you receive the appropriate support and resolution.

We sincerely apologize again for the inconvenience this has caused and appreciate your patience and cooperation while we work to investigate this matter further.

Best wishes,
Vision Direct

Reply from Vision Direct

Updated 3 days ago

Hi Maja,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand how frustrating and disappointing it must have been to receive contact lenses that you believe were damaged, particularly when this is not the first time you have encountered this issue. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how important it is to receive contact lenses in perfect condition and ready for use. We recognize how disappointing and frustrating it must have been to discover damaged lenses after opening them, particularly after taking the time to provide photographs and report the issue to us.

We are equally sorry to hear that you felt your concerns were not properly addressed following your previous contact with us. We understand how frustrating it can be when you are seeking assistance and do not receive the level of communication or support you expected.

To further acknowledge your concern and ensure your case receives the attention it deserves, we have sent you a direct email. We would like the opportunity to review the matter further and work with you toward an appropriate resolution.

We sincerely apologize again for the inconvenience and disappointment this experience has caused. Your feedback is extremely important to us, and we appreciate you bringing this matter to our attention. We remain committed to assisting you and improving your experience moving forward.

Best wishes,
Vision Direct

Reply from Vision Direct

4 days ago

Hi David,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand your frustration regarding the packaging of your order. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how frustrating it must have been to order only a small quantity of contact lenses and then receive them in packaging that was too large to fit through your letterbox. We also appreciate how inconvenient it must have been to miss delivery attempts and have to make additional arrangements simply because of the size of the parcel.

We also understand your concerns regarding the inclusion of Haribo sweets in your orders. While the sweets are traditionally included as a small gesture of appreciation and a way of thanking our customers for choosing us, we completely understand that this may not be appreciated by everyone. We appreciate you taking the time to let us know how you feel about this.

Please be assured that your feedback regarding both the packaging size and the inclusion of sweets has been noted and will be shared with the relevant teams for review. Feedback such as yours is incredibly valuable as it helps us identify opportunities to improve the overall customer experience and packaging processes moving forward.

At the same time, we would like to thank you for your kind comments regarding our response times. We are delighted to hear that you have been pleased with that aspect of our service, and we truly appreciate your continued support and honest feedback.

We sincerely apologize again for the inconvenience this has caused and thank you for bringing these concerns to our attention. We remain committed to improving our service and providing a better experience for our customers.

Best wishes,
Vision Direct

Reply from Vision Direct

3 days ago

Hi Michael,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand how frustrating and disappointing it must have been to wait longer than expected for your contact lenses, particularly when you have previously received your orders much more quickly. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how concerning it must have been to see no dispatch confirmation updates while waiting for an order that you were expecting to arrive within your usual timeframe. We also appreciate your frustration regarding the lack of communication and not receiving the follow up you were expecting after contacting our Customer Support team.

Upon reviewing your order, we can confirm that the delay was caused by item availability. While we do offer fast shipping for products that are in stock and ready for dispatch, this usually applies to standard prescription lenses. In some cases, lenses with specific prescriptions need to be specially requested from the manufacturer, and we must wait for stock allocation before the order can be completed and dispatched. Unfortunately, this can sometimes result in longer waiting times than expected.

That said, we completely understand that the greater frustration was the lack of updates regarding your order status. We sincerely apologize that we did not communicate the delay more clearly and proactively throughout the process. We appreciate that better communication would have helped manage expectations and reduced the inconvenience caused.

We are pleased that your order has now been successfully delivered, but we recognize that this does not change the disappointment and inconvenience you experienced while waiting.

We sincerely apologize again for the inconvenience this has caused and understand your disappointment with this purchase experience. As a gesture of goodwill, we have also provided a discount code to your email which you may use on a future order should you decide to shop with us again.

Thank you for your continued loyalty and for bringing this matter to our attention. Your feedback is extremely valuable and will be shared with the relevant teams as we continue working to improve our service and communication.

Best wishes,
Vision Direct