Vision Direct IE Reviews 23,799

Reply from Vision Direct IE

5 days ago

Hi Ms. Ryan,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and completely understand how frustrating and disappointing it must have been not to receive your order and to have to contact us multiple times before the issue was resolved. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We understand how concerning it is when a parcel is marked as delivered but cannot be located, and we appreciate the effort you made in checking and following up with us.

Upon reviewing your case, we can see that you first contacted our customer support team on 23/04 regarding your order. Based on the courier tracking, the parcel was marked as delivered on the same day. You were advised to allow additional time as some deliveries may be scanned earlier while still in transit. However, when you followed up on 24/04 and confirmed that the parcel had still not arrived despite checking thoroughly, our team proceeded with the appropriate next steps.

A refund request was submitted, and this was successfully processed on 27/04/2026. Please note that refunds typically reflect within 3 to 5 business days, depending on your payment provider.

We understand that this experience has impacted your trust in our service, and we truly regret that we were not able to meet your expectations.

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

Reply from Vision Direct IE

Updated 5 days ago

Hi Kathleen,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and completely understand how stressful and disappointing it must have been to deal with delays, uncertainty around your order, and concerns about the charge on your account. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We understand how frustrating it must be when you are unable to see confirmation of your order and are left unsure about its status, especially after being charged. We also recognize how concerning it can be when you need to contact support multiple times to get clarity.

Upon reviewing your case, we can confirm that you contacted our customer support team on 20/04 to confirm your order, as you had not received a confirmation email but noticed that your account had been charged. Our team located your order and confirmed the estimated delivery date as 23/04/2026. A confirmation email was also resent to ensure you had the full order details.

We also understand your concern regarding the refund timeframe you were advised of. In cases where a refund is applicable, it typically takes up to 3-5 working days to reflect, depending on your payment provider.

We are glad to hear that the situation was eventually resolved, however we truly regret the stress and inconvenience caused along the way.

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

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

Best wishes,
Vision Direct