Vision Direct  Reviews 112,422

Reply from Vision Direct

3 days ago

Hi Bill,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that you were left waiting longer than expected for your order. We completely understand how frustrating and disappointing it must have been to continue waiting for your contact lenses, particularly when you were expecting them to arrive sooner. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

Upon reviewing your order, we can confirm that it was dispatched from our warehouse on time. However, the parcel experienced delays while in transit with the delivery network, which unfortunately resulted in the order arriving later than the estimated delivery date. While these situations can occasionally occur, we understand that this does not lessen the inconvenience caused to you, and we sincerely regret the disruption to your plans.

We are pleased to know that your order has now been successfully delivered on 03/06/26. Nevertheless, we fully understand that the delay impacted your overall experience, and for that we are truly sorry.

We sincerely apologize again for the inconvenience this has caused and understand your disappointment with this purchase experience. As a gesture of goodwill, we have also provided a discount code to your email which you may use on a future order.

Thank you for your patience and understanding. We truly value your feedback as it helps us continue improving our service.

Best wishes,
Vision Direct

Reply from Vision Direct

4 days ago

Hi Zalman,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your experience and completely understand how frustrating and disappointing it must have been to feel that your order was not received and that a refund was not immediately available. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how concerning it is when an order you are expecting does not appear to be in your possession. We recognize the frustration this situation can cause, particularly when you are trying to understand what happened to your parcel and what options are available to resolve the issue.

After checking our system, we can confirm that your order was marked as delivered on 30/05/26. The delivery information provided by the courier includes proof of delivery; however, we understand that this does not change the fact that you have been unable to locate the parcel.

In some cases, parcels may be left in a safe place around the property or accepted by a neighbour or household member on behalf of the recipient. We kindly ask that you check any designated safe places, as well as with neighbours or anyone else who may have accepted the parcel for you.

If you are still unable to locate the package after completing these checks, please contact our Customer Support team via email or live chat and confirm your complete shipping address. Once we receive this information, we will be able to investigate the matter further and ensure that your concern is reviewed appropriately so that we can provide the necessary support and resolution.

We sincerely apologize again for the inconvenience this has caused and appreciate your patience and cooperation while we work to investigate this matter further.

Best wishes,
Vision Direct

Reply from Vision Direct

4 days ago

Hi Dan,

Thank you for taking the time to share your feedback with us. We’re pleased to hear that you are happy with your contact lenses; however, we’re truly sorry to hear about your frustration regarding your cashback claims. We completely understand how disappointing it must be to expect cashback on your purchases and then find that the claims are not being approved. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how frustrating it can be when you have followed the expected process and do not receive the cashback benefits you anticipated. We recognize that repeated issues with cashback claims can understandably affect your overall shopping experience.

While cashback promotions may be advertised through cashback partners, the tracking, validation, and approval of cashback claims are generally managed through the cashback provider's platform and processes. Unfortunately, we do not have direct visibility of, or control over, individual cashback claim decisions made through their system.

To ensure your concern is reviewed properly, we kindly recommend contacting TopCashback directly regarding the declined claims. Their team will be best placed to review the tracking history, investigate the status of your cashback submissions, and provide further clarification regarding any claim decisions.

We sincerely apologize again for the frustration and inconvenience this situation has caused. We appreciate your feedback and thank you for bringing this matter to our attention.

Best wishes,
Vision Direct

Reply from Vision Direct

Published 4 days ago

Hi Dmitry,

Hi there,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that you have not received your order and completely understand how frustrating and concerning this situation must be for you. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how disappointing it is to be expecting an important delivery and then find that the parcel is not in your possession. We recognize the concern this can cause, particularly when you are relying on your order to arrive as expected.

After checking our system, we can confirm that your order was marked as delivered on 29/05/26. The delivery information provided by the courier includes proof of delivery; however, we understand that this does not change the fact that you have been unable to locate the parcel.

In some cases, parcels may be left in a safe place around the property or accepted by a neighbour on behalf of the recipient. We kindly ask that you check around your property, including any designated safe locations, and with neighbours or other household members who may have received the parcel for you.

If you are still unable to locate the package after completing these checks, please contact our Customer Support team via email, live chat or phone and confirm your complete shipping address. Once we receive this information, we will be able to investigate the matter further and ensure that you receive the appropriate support and resolution.

We sincerely apologize again for the inconvenience this has caused and appreciate your patience and cooperation while we work to investigate this matter further.

Best wishes,
Vision Direct

Reply from Vision Direct

Updated 4 days ago

Hi Maja,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand how frustrating and disappointing it must have been to receive contact lenses that you believe were damaged, particularly when this is not the first time you have encountered this issue. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how important it is to receive contact lenses in perfect condition and ready for use. We recognize how disappointing and frustrating it must have been to discover damaged lenses after opening them, particularly after taking the time to provide photographs and report the issue to us.

We are equally sorry to hear that you felt your concerns were not properly addressed following your previous contact with us. We understand how frustrating it can be when you are seeking assistance and do not receive the level of communication or support you expected.

To further acknowledge your concern and ensure your case receives the attention it deserves, we have sent you a direct email. We would like the opportunity to review the matter further and work with you toward an appropriate resolution.

We sincerely apologize again for the inconvenience and disappointment this experience has caused. Your feedback is extremely important to us, and we appreciate you bringing this matter to our attention. We remain committed to assisting you and improving your experience moving forward.

Best wishes,
Vision Direct

Reply from Vision Direct

4 days ago

Hi David,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand your frustration regarding the packaging of your order. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand how frustrating it must have been to order only a small quantity of contact lenses and then receive them in packaging that was too large to fit through your letterbox. We also appreciate how inconvenient it must have been to miss delivery attempts and have to make additional arrangements simply because of the size of the parcel.

We also understand your concerns regarding the inclusion of Haribo sweets in your orders. While the sweets are traditionally included as a small gesture of appreciation and a way of thanking our customers for choosing us, we completely understand that this may not be appreciated by everyone. We appreciate you taking the time to let us know how you feel about this.

Please be assured that your feedback regarding both the packaging size and the inclusion of sweets has been noted and will be shared with the relevant teams for review. Feedback such as yours is incredibly valuable as it helps us identify opportunities to improve the overall customer experience and packaging processes moving forward.

At the same time, we would like to thank you for your kind comments regarding our response times. We are delighted to hear that you have been pleased with that aspect of our service, and we truly appreciate your continued support and honest feedback.

We sincerely apologize again for the inconvenience this has caused and thank you for bringing these concerns to our attention. We remain committed to improving our service and providing a better experience for our customers.

Best wishes,
Vision Direct