VisionDirect.com.au Reviews 

Excellent product and service

Absolutely amazing turn around time, 5 days from ordering to receiving in remote WA

Okay okay ok

I ordered sunglasses for myself and my wife (a gift for her birthday)
Some time later got an email to say that due to "their" pricing error Vision Direct would cancel the sale and refund.
This after hours of looking at their website and choosing something, and after weeks of waiting some time after I should have already received the order.
This felt like a complete scam. I've never experienced anything like it in what must be almost 30 years of buying things online.
Mistakes happen, you need to own it, not try and side step it.

My shopping experience with Vision Direct completely exceeded my expectations. I ordered eyeglasses with the specific description and tint, choosing my preferred style and size. However, when the product arrived, I felt it wasn’t exactly the same as what I had tried on in the retail store. I was worried that I had wasted my money on an unsuccessful online purchase. I didn’t expect to receive much help from Vision Direct, but I explained my situation hoping for some support to minimize my loss.

To my surprise, as soon as I reached out for assistance, the customer service representative offered to exchange my order for the correct Asian-style product and size. I was truly amazed—I’ve never encountered such outstanding customer service in my life. It went far beyond my understanding of the saying that "the customer is king."

Thank you so much, Vision Direct—from now on, you’ll be the only online shop my whole family uses for eyeglasses!

I was able to find the frames I was looking for, the order process was easy, straight forward and I received my frames within a week. I will definitely use Vision Direct for all my future purchases. The whole process and timely shipping exceeded my expectations! 5 Stars ⭐️ ⭐️⭐️⭐️⭐️

Great assist from the staff member who was helping as we were new to the process

So many styles available with all measurements and style codes makes it a breeze to choose the perfect pair or find an existing design. Very competitive in pricing, beautiful high quality glasses and fast delivery. Highly recommend and will shop again for my next pair.

Really exceeded my expectations. I will be getting all my glasses from Vision Direct from now on.

saved heaps on the glasses, tinting , multifocal etc I was happy with the whole process highly recomend

The customer service is terrific, however th glasses keep sliding down my nose - so that is annoying.

What I expected.

Great customer support with good attention to detail

These glasses could not have come any cheaper - however I was pleasantly surprised at how good these glasses were. Purchased for night time driving only so didn’t want to spend too much. Totally happy with my purchase

2 months of headache and still no sign of my specs, lenghty delay from Visiondirect mistakes, red tape and unprofessional customer service.

1. I ordered my glasses in Dec last year. It allowed me to order even though they didn't have the frame in stock. Took a few days to send me an email and get the frame changed to another one. To their credit, they gave me a 5% discount on the frame as compensation. Not much, not excited but better than nothing. However, this is just the begining.

2. The staff that reordered the new frame for me didn't transfer my prescription properly and missed the prism in my prescription. So the new frame arrived in Jan without the prism and caused me a headache and eye ache to wear them.

3. I tried to get it exchanged, they indirectly said it was my fault for submitting wrong prescription and wanted me to get the frame and my eye tested at their centre. Before that happened, I found out from their record that my prism was missing in the new frame order. So I had to investigate the issue for them to know what went wrong so I could get my specs exchanged. As it was getting to be really delay and I wanted my new frame to arrive early, I requested the new frame to get the lenses done while I posted the return frame. So I don't have to wait that long. Nope, they refused. Another week passed by without the return postage details sent. I had to follow up with them to get the return postage.

4. Now, mid Feb, they received my returned frame. They just started processing my lens and now they sent me an email asking me to pay for this prism. The returned one did not have prism and I have to pay before they can process my lens ?!?! The prism was there in the original order and obviously paid for. It was them that mistakenly removed it and now they want to double charge me for this?

During the whole process, I have to be the one chasing them on top of pointing out what went wrong. Why should I have to do their job for them? They don't know customer service. I keep asking them for the ETA of my frame. Until now, no answer. Only all the annoying emails about their policy, red tapes, excuses, mistakes after mistakes and the double charge one is really the last straw. When will this saga end? Hopefully, soon.

Better stick with an Australian business with physical store you can trust. It does not worth your headache.

**updated 18FEB** I have been contacted by their service manager saying they will wave the prism. That's good but I just received an invoice via paypal from them to pay $103.55 ?!?! what is this? The saga is going on when I thought it could not be any worse than this.

The amount for prism should be $29 not this $103.55. It's like asking me to pay for all the troubles you have caused me, instead of the other way around. This is really absurd. If it were fixed as you mentioned, it should be gone from my paypal panel not staying there for me to pay. Pls remove it.

**Updated 04FEB** Finally, the specs arrived yesterday. From 26DEC till now, it is really a long journey for just a pair of glasses. Everything is good now EXCEPT the lenses seem to be thicker than it should be. I did order high index lense and pay extra for it. I always did this for all my glasses. However, compared to the one I made last year with the same prescription ( All my eye tests resulted in the same prescription every year for the last 3 years), This one is about 2mm thicker on the outer sides and about half a mm thicker on the inner sides of the lenses. Again, they have mixed up my order until the very end. I had enough of this and won't go for their lengthy & too many red tapes return process again. My last order with them for sure and hope this won't happen to whoever that will order anything with them. You need luck and patience to deal with them.

*** updated 26 May 2026 ***
Last update, to make it fair. They contacted me again and refund me the total lens cost. I no longer feel bad about this order, although I would prefer to pay them what it worth and experience a smooth transaction without all these problems and long waiting time. At least they are responsible enough to take this step.

Their customer service team should have done a better job in the first place when I contact them without writing all these reviews and comments rather than getting their complaint team to do all these damage control.

All in all, thank you for showing your responsibility.

The process was so simple- there were so many glasses to choose from. Budget to high end. But what I like best was the online trying on of all colours and price range glasses

Vision Direct made it so easy to choose and order the correct glasses in a style I liked, at a great price! Very happy with my purchase.

Responsive, quick, great pricing, thanks!

Terrific service and beautiful glasses.
So happy to have them.
Please give my thanks to Vianca for tracking my glasses when the tracking wasn't moving.
Got back straight away and looked after them they arrived safely

AWESOME to be able to easily get onto a human being RATHER THAN a robot, when I called!

Staff were very helpful and I appreciated a discount given, due to what seemed like delay at yr end.

ALSO, early days, but I love the quality of the frames.