wells.pt Reviews 29

Title:
From bad service to farce – avoid

Review:
Wells Óptica Olhão turned a simple pair of glasses into months of stress.
I regret not looking at the trust pilot reviews before as there are similar experiences.

The glasses were wrong from the start. Instead of fixing the problem, I was told to “get used to them.” When I pushed further, it became clear the measurements had been done incorrectly.

What followed was a wall of silence, they refused to give me their email address , and even being accused of lying by a member of staff.

After making an official complaint, Wells completely ignored the substance of it and simply told me to collect the glasses again. No accountability whatsoever.

Only after seven months, through arbitration did I finally get a refund.
Even that turned into a circus — I had to return with receipts, wait around while multiple staff struggled to process it, and was eventually handed a refund in scrappy notes and coins like something out of a market stall.

No apology. No responsibility. No professionalism.

For context, I had glasses made elsewhere using the exact same prescription — they are perfect.

I ordered some items and they took a fair amount of time to be delivered, very bad tracking service but they arrived eventually. I then requested to find out if they stocked a certain product or possibly an alternative. I have sent 2 emails requesting and not one has been answered? Very poor customer service.

To say that this company "sucks" would be an understatement! I ordered 2 products online. They ask when I would like it delivered. I asked for a 2-day delivery time. They took my money, and one week later, I am still chasing my order. Additionally, their customer service email doesn't work. This is the first and last time I will ever shop in their store to give them my money!

No service.
You buy classes for 500 € and 1 year later they are « dead ».
Bad quality !!

Online order, which caused several issues.
First one, an item ordered and paid for was not available, and without offering a choice, Wells issued a voucher for the amount - no refund option.
Also, on the date it was supposed to be delivered, CTT never even tried to deliver the package. It was delivered 3 days later to the local post office to collect it.

After contacting customer support on the day when delivery was supposed to be done, asked for an option to make an official complaint and how to return the package for a full refund the response was done after 6! days, stating only that the delivery was done (which was partially true, as it wasn't delivered to my address), and no answer to any of my questions.
It is clear, that Wells business is not customer focused, as after you paid for anything, they do not care anymore. Not even sure the voucher instead of offering a choice how to receive a refund is legal.
Up to date there was no acceptable response from Wells, I wait for 14 days and find a way to make an official, legal complaint against their business methods, even Temu has better support than this.

They have serious issues with their logistics. I repeatedly had products missing in my orders. The last time was package of diapers in value of 20 eur. They claim the order was without any issue and did not reimbursed me. If you ever plan to order anything (which I do not recommend), take a video of opening each of the boxes to avoid them denying responsibility.

Portuguese:
Alguém mais já enfrentou o seguinte problema com WELLS.PT?
Fiz um pedido de produtos para entrega em um armário de Locker, mas recebo um código incorreto repetidamente.
O suporte deles é péssimo e não consigo obter uma resposta adequada.
Solicitei que os produtos fossem enviados ao posto de correios CTT para retirada ou que meu saldo fosse creditado.
Não consigo obter nenhuma resposta.
Será que esta é uma empresa fraudulenta???

English:
Has anyone else encountered the following problem with WELLS.PT?
I ordered products for delivery to a Locker cabinet, but I keep receiving an incorrect code.
Their support is terrible and I can't get a proper response.
I have asked for the products to be sent to the CTT post office for pickup or for my account to be credited.
I haven't been able to get any response.
Is this a scam company???

Delivery was late/missing...emailed Wells three times-no response. Worst customer service ever!

I’ve bought two products and only received one. After many calls and emails proving proofs that I only received one product, their final answer was that they saw in their side that the delivery was successful with all the products. Without providing any solution forward. So, I got a empty hand without my product or my money back. Really poor service. No way I’ll order anything from them again.

Irresponsible and terrible service. I had to get my order one week ago. CTT wrote that they couldn’t deliver and try letter. And nothing. I am waiting one week. No news.. calling 3 times to wells call centre. Every time that asked my the same questions, I gave them my address one more time, asked to contact CTT, because my order status doesn’t move. They said they will contact me..in 3 hours and nothing. Incompetent and disappointing service.

Unresponsive client service (don't bother calling; nobody picked up, once they do, they will hang up on English-speaking customers!) Unresponsive delivery carrier, almost impossible to send inquiries when tracking your products. I ordered skincare products and kept getting notifications on delivery, but they never arrived!

Qualidade inferior e perigosa para a sua saúde. Bem atraiu-me com uma oferta de preço "baixo" e depois atingiu-me com um preço final enorme uma vez que os óculos foram completados. As armações dos óculos (óculos) tinham um corte sério ao entregá-los na farmácia e o pior é que a "centralização" dos óculos está errada e eu sinto-me constantemente "bêbado" e depois de algum tempo não me consigo habituar a estes óculos, por isso deixo de usar os óculos de mais de 300 euros. As raparigas na farmácia argumentaram-me que estava tudo bem e que me habituarei a eles, mas não o faço e isto não é definitivamente normal. Não queria discutir com as raparigas no Well's, mas espero que a propriedade do Wells me contacte e se ofereça para refazer completamente os meus óculos. Não me vou embora até que isso aconteça.

Inferior quality and dangerous to your health. Well's lured me with a "low" price offer and then hit me with a huge final price once the eye glasses were completed. Spectacles (eye glasses) frames had a serious nick in them upon delivering them to me in the pharmacy and what's worst that the "centering" of the glasses is wrong and I constantly feel like "drunk" and after awhile I am unable to get accustomed to these glasses, so I stop wearing the €300+ glasses. The girls at the pharmacy argued me t death that it was just fine and that I will get used to them, but I do not and this is definitely not normal. I did not want to argue with the girls at the Well's but I hope that Well's ownership will contact me and will offer to completely redo my glasses. I am not going away until that happens.