Direct Sight  Reviews 

AVOID,AVOID, AVOID THEM, THE GLASSES IS FROM £1 SHOP!!!! COMPLETELY RUBBISH!!!!!!!!

One of the worst customer service companies I’ve ever dealt with.
All previous negative reviews relating to refunds/ postage refunds and then ignoring emails are exactly as I’ve just experienced.
Avoid and order from elsewhere

Appalling Service, Broken Promises and a Complete Waste of Time

I placed an order with Direct Sight on 16 September 2026 for a pair of prescription glasses, with an estimated delivery date of 25–30 September.

When I contacted them on 29 September to chase my order, I was assured my glasses would be ready within four working days. Unfortunately, that promise came and went, and I was still left waiting.

What made this particularly frustrating was that I was without glasses and struggling to carry out my work because I couldn't see properly. Despite explaining the urgency of my situation and submitting a formal complaint requesting management intervention, the matter was never satisfactorily resolved.

I gave Direct Sight every opportunity to put things right, but eventually I lost confidence in their ability to fulfil my order and had no option but to cancel it.

Nearly a month wasted, no glasses, broken promises and a thoroughly disappointing experience.

When you're ordering prescription glasses, you rely on a company to deliver within a reasonable timeframe, particularly when your eyesight affects your ability to work.

Based on my experience, I certainly wouldn't recommend Direct Sight and won't be using them again.

This company jumped in to my search for quick, well priced glasses on ,October 6th 2026. Promising quick glasses they just wanted my prescription, then reading only glasses would be here quickly.
It's now 21st of October, no glasses and just an excuse for the hold up!! Pathetic
Never again.

I have ordered 5 different frames with the standard demo lenses (Warren, Saskia, Milo, Halo, Octavia). Not only it took 10 days to receive non prescription demo frames, they also sent me the wrong frames - 2 x Solo, 2x Carlton, 1x Brooklyn. What is more, the quality of the frames is awful, i.e. you can get a very similar frame for 7 £.
On the 1st of October all 5 frames were returned and delivered to them on the 5th of October.
They confirmed that the refund was processed, but I had to open a dispute with my credit card issuer to receive my money back.
Never again!....Avoid!

Weeks of frustration just to place an order – extremely disappointing
I was initially very pleased with Direct Sight. I returned my glasses to have the prescription checked, and the customer service team were professional and helpful. Unfortunately, that positive experience did not last.
I was issued a lens credit voucher to use towards a new order, and everything seemed straightforward until I tried to place it. I paid using Apple Pay, the money left my account, but no order was created. When I contacted customer services, I was told the money would probably be returned by my bank because they had no record of an order, and I was advised to try again. I did, and ended up with two payments cleared from my bank and still no order!
After several emails, I eventually received refunds for both payments and was told Apple Pay did not work with their system. If that is the case, why is Apple Pay still offered on the website?
I was then advised to try again using my bank details instead. Unfortunately, the website repeatedly threw me out at the payment stage and, to make matters worse, my lens credit voucher was no longer available to use.
This has now been going on for weeks. I have tried emails, telephone calls and live chat, all with very little success. Nobody seems to join the live chat, and after waiting 30 minutes on the telephone, I finally reached number one in the queue, only to be cut off!
I then emailed asking Direct Sight to process the order manually. I was told this was not possible but that someone would call me to arrange it. I am still waiting.
On 21 October, I sent another email requesting that someone contact me before 3 pm to arrange the order, or that the £96.05 lens credit be refunded to my bank account. Once again, no call, no order and no refund arranged.
I have spent hours upon hours trying to resolve something that should be incredibly simple. I am now genuinely concerned that I will lose the value of my lens credit altogether. I did not want anything complicated; I simply wanted to order my glasses using the credit Direct Sight had provided.
I am incredibly disappointed by the lack of communication and the failure to resolve this issue. The professionalism I experienced at the beginning has been completely overshadowed by weeks of frustration and wasted time.
I will now be pursuing this through the appropriate consumer advice and complaint channels. If you are experiencing similar issues, I would encourage you to seek advice about your consumer rights and your options for escalating the matter.
And yes, I really wish I had read the reviews before ordering.
Direct Sight, I would still welcome a resolution. You have my number, you have my e-mail – Emily and Zoe know my situation well!

Dreadful .
Waited 27 days so far still waiting for my glasses.
Finally got a reply from customer service.
It was a picture of a delivery code that doesn't work on royal mail app.
I've tried to email again and again just get a copy of the delivery code.
No apology
No explanation
No reply to my email regarding a refund .
Also got hung up on after waiting 30 plus minutes to try and talk to someone directly.
I wouldn't bother not worth the trouble.

really happy, broke my glasses, i am hgv driver so needed them fast, and got them fast, people saying in reviews they are poor quality, they seem fine to me and i got the cheapest available. either tide me over until i got new script.

Ordered glasses with next day delivery and two weeks later not even been dispatched. Got a charge back with bank.

Do not order from this company!

I ordered 24th September, paid for next day. They claimed I would get a refund for this still has arrived in my bank account. I had to pay twice for my glasses and awaiting a refund for the first one. The glasses still haven’t arrived. They keep claiming they are going to be dispatched and I will get an email. This still hasn’t happened. Since complaining to them via email they are now not responding and I am getting no response and no phone calls being answered! I have lost over £100 to this company and still no refund! So do not order from them!

Ordered from these before and the glasses are fine, nothing special but you get what you pay for.

The issue is how incredibly slow they are. A month has gone by and it's still "in the lab" likely meaning it hasn't even been started yet. I think a month is an unreasonable amount of time to lens plain glasses and send them out.

I wonder if they are incredibly short staffed.

Not good enough. Two stars because when previous orders eventually arrived, they were fine

Scam sight do not respond to queries do not answer phone ordered 5 weeks ago on 24 hour okease please do not order from them

Poor quality frames , no better than a £6 frames you can pick up from a supermarket. They didn’t even supply a glass case . They look cheap, very disappointing paid £88

Wish I'd read here first. Paid £12.95 for postage via "Special Delivery by 1pm. Next working day (after dispatch), tracked and signed."
Turned up via DPD, not signed, after 1pm.
Customer services say they switched due to Royal Mail issues and are refusing to refund the delivery cost.
Clear misadvertising - I will avoid in future.

Waiting for a refund which, having read other reviews, will probably never come. Told twice by customer service that refund was processed on 16th September but nothing has shown on my credit card account.
I cancelled my order due to the 24 hour next day delivery not arriving. They hadn't even started preparing the order at this point.
Disgusting way to operate a business, avoid at all costs.

Absolutely awful communication from this company.
Phone lines repeatedly ring with no answer, live chats never connect with anyone despite saying an agent is online (I tried for a full day).
Unclear timelines for orders, borderline deceptive.

Really easy to order and upload my prescription
Price very fair and reasonable
Order came by royal mail tracked
Glasses are perfect, prescription correct,
Wait time also reasonable. I think people forget you usually wait like 3-4 weeks for glasses at specsavers so I really did not see an issue with the wait.
Will definitely recommend to my friends and family.

Paid for next day dispatch over a week ago, still no progress, no replies to emails, live chat, no one answers calls, absolute joke.

Ordered glasses on 26th of Sept. Was given delivery date, didn't come. Given another date, didn't come. Still waiting today 15 Oct. Looked on tracker, stating still in lab. Emailed, ignored. Contacting bank to get my money back

Do not order from this company. You have been warned.

Absolutely shocking customer service from Direct Sight. I returned my glasses on 27 September for an exchange, and Royal Mail confirmed they were delivered back to the company on 29 September.

Since then, I have been constantly chasing them for updates, only to be repeatedly told that my replacement glasses would be dispatched the following day. Every single promised dispatch date has come and gone, with nothing being sent.

On 1 October, I was told my glasses were in production and would be dispatched within 24 hours. On 6 October, I was told they were already in dispatch. Then, on 13 October, I was informed that my order had actually made no progress whatsoever since 1 October!

Despite this, I was once again assured that my glasses would be dispatched that day. Unsurprisingly, nothing happened. Another member of staff then personally promised they would be dispatched the following morning. Once again, no dispatch confirmation, no tracking information and no update.

To make matters worse, I paid an additional £9.95 for same-day production, which I was told had been refunded on 1 October. Over two weeks later, I still haven’t received the money, and they’re now apparently investigating where the refund has gone.

I’ve sent numerous emails, some of which have been completely ignored, and have now had to make a formal complaint just to get any meaningful response.

It has now been over two weeks since they received my returned glasses, and I am still without my replacements or a clear explanation of what’s going on.

I understand that delays happen, but repeatedly promising customers that their orders will be dispatched, only to fail to follow through every single time, is completely unacceptable.

I’ve now reached the point of requesting my money back and am prepared to escalate the matter through my bank if necessary.

Save yourself the frustration and order your glasses elsewhere. I certainly won’t be using Direct Sight again.