Vision Direct IE Reviews 23,799

Reply from Vision Direct IE

3 days ago

Hi Anne-Sophie,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your recent experience, especially as a returning customer who has previously ordered with us without any issues. We completely understand how frustrating and disappointing it must have been to experience a delay, receive unclear updates, and feel unsupported throughout the process. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We understand how important it is to receive consistent and accurate information, and we recognize how conflicting updates may have added to your frustration. We also want to reassure you that all responses are handled by our customer support team, and not automated, and we are sorry if any communication gave a different impression.

Upon reviewing your case, we can see that you contacted our customer support team on multiple occasions to follow up on your order and were provided updates and tracking details. When there was no movement in tracking beyond the expected timeframe, the order was considered lost in transit and a refund was requested.

We can confirm that your refund has now been processed on 30/04/2026. Please note that the amount should reflect within 3 to 5 business days, depending on your payment provider.

We truly regret that this experience has affected your confidence in our service, especially given your history with us. As an apology for the inconvenience caused, a goodwill discount code has also been provided which you may use on a future order should you decide to shop with us again.

Please be assured that your feedback is very important to us, and we will use it to improve both our communication and overall service experience moving forward.

Thank you again for your patience and understanding. We hope to have the opportunity to provide you with a better experience in the future.

Best wishes,
Vision Direct

Reply from Vision Direct IE

4 days ago

Hi Richard,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and completely understand how disappointing it must have been for your order to be returned by the courier, especially when you urgently need your contact lenses. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We also want to thank you for your continued loyalty over the years. We understand how frustrating this situation must feel, particularly as a returning customer who has trusted our service.

Upon reviewing your case, we can see that you contacted our customer support team on 23/04 regarding your order which was returned to sender. We understand that your address details were verified as correct. Unfortunately, once an order is returned to us, we are unable to arrange a replacement or redelivery due to system limitations, and the process follows a return to sender refund.

Please note that the return process typically takes 5 to 10 business days to reach our warehouse. Once received and processed, the refund will be completed and should reflect within 3 to 5 business days depending on your payment provider.

We understand that this situation may have caused inconvenience, especially as you needed to arrange an alternative purchase locally. As an apology, we have sent a goodwill discount code to your email which you can use on your next order.

Please be assured that your feedback is very important to us, and we will use it to improve both our delivery handling and communication moving forward.

Thank you again for your patience and understanding. We hope to provide you with a better experience in the future.

Best wishes,
Vision Direct