3,652 reviews
AI reviews summary
Pros
Cons
Verdict
Overall, consumer sentiment towards Bailey Nelson is overwhelmingly positive, with many praising the knowledgeable staff, thorough eye examinations, and stylish range of frames. While most experiences are smooth and efficient, a small portion of customers encountered challenges relating to order errors, communication delays, and inconsistent in-store service.
I came to Bailey Nelson Castle Towers for an eye checkup, and the staff are so attentive, caring and friendly. Especially, the optometrist, Wong, her voice is soothing and calm, tell me clearly what I need to do to improve my eyes conditions. Great experience! Show details
Fabulous customer service at Miranda, Poppy is so lovely to deal with. Optometrist Fiona is a great clinician and Francois always ready for a conversation and remembers every time we visit. Great range of glasses happy to support an Aussie company! Can’t understand why anyone would go to Specsavers!! Show details
Bailey Nelson were so helpful in replacing a pair of sunglasses I bought in another store that, after being adjusted a few times at BN stores, just weren’t fitting. The staff were super helpful. I’ve bought multiple pairs of sunglasses and optical glasses Bailey Nelson and I’ll keep going back for the quality and service.
Reviews with attachments
⭐⭐⭐⭐⭐ Outstanding Customer Service – Tina & Eden Went Above and Beyond! I rarely leave reviews, but this experience absolutely deserves recognition. From the moment I walked in, Tina delivered exceptional customer service. She was professional, attentive, and genuinely invested in making sure everything was handled smoothly. Her product… Read more
knowledge, patience, and warm approach made the entire experience seamless and stress-free. You can tell she truly cares about customers — it wasn’t just service, it was hospitality.
A special mention as well to Eden, who assisted me over the phone. Even without face-to-face interaction, Eden was incredibly kind, efficient, and proactive. She communicated clearly, followed up promptly, and ensured everything was organised perfectly before I arrived. That level of coordination and care is rare.
What stood out most was the teamwork and genuine commitment to customer satisfaction. No rushing, no dismissiveness — just thoughtful, professional service delivered with warmth and expertise.
Tina and Eden are absolute assets to the business. If this is the standard of service here, they’ve set the bar extremely high.
Highly recommended — I’ll definitely be returning.
Tore was good. Range if products were good. Can't seem to see my screen when I lean back in my chair. See video.
I bought a pair of Bailey Nelson gold aviator frames for optical lenses, loved the design but the quality was below poor. Within 18 months the Gold had scratched off the frames (I take good care of my glasses) and I was told the best they could offer was for me to purchase another frame at wholesale price. Meaning I still had to fork out $178 I… Read more
don't feel I should had to pay any money for a frame that should last longer than 18 months - when taking good care of.
It was clear that I took good care of the frames as there's no scratches on the (very expensive) lenses due to my personal script. So all up a waste of $700.
i got my new vision from Bailey Nelson – I'm fall in love with my new glass...high recommend...superb services with a lot of information and explanation about my eyes problem when check up and scan eyes here... Show reply
Good quality product Excellence service Good communication Friendly flexible More design Eye testing excellent Show details
I can finally see after 5 years properly as I was homeless before and always just got cheap glasses at cheap shop, so now I have a home finally got my eyes tested as they are alot worse and now I can finally read so well and was treated great and received them pretty quickly too. So I was happy with everything about them.
Really happy with the service provided, the positive energy by both people who assessed and assisted me to get new glasses. Everything associated with the cost was explained, discussed and options provided. Glasses arrived by post today and I'm very happy. Thank you. Show details
All the girls in the state building store were amazing soooo sooo great with kids
If I could give Zero stars I would. I am a monthly contact person, so every 6 months I order lenses. the last 3 orders: - Txt received to go pickup to Store A - arrive at Store A to be told they are at Store B - Txt received to go pick up at Store B - even though I said Store A in my order - Go to Store B - sorry they are at Store A which is… Read more
now closed resulting in a 40km round trip twice
- Thought I would order online and get them delivered to my house. They advised in their email they would send a tracking number. Find a DHL "we missed you" on my doorstep because not only had they NOT sent the tracking number or let me know it was dispatched, they made it Signature only - so I had to be there to sign for a package that I didnt even know was coming!!!
Customer service says they dont have a way to notify you with your tracking when its dispatched. Thats funny - IT LITERALLY SAYS SO ON THE CONFIRMATION EMAIL
if it wasnt for the store service I would stop using them. Pathetic.
Find out how Bailey Nelson compares to other Optical Retailers
Know better, choose better.
Superior service at the Frankston store, Excellent selection available, also highly competitive prices and quick turnaround service. Highly recommended Show details
Me encantan los modelos de lentes. Esta vez compré dos armazones muy lindos. Y tengo que decir que la atención de Cri es fantástica. Siempre amable, atento a los detalles y preocupado por hacer sentir cómodo al cliente. Show details
The best glasses I have ever owned! Not only is the design so so cool, but the lenses are giving me a far better seeing experience than my previous many pairs of glasses. First Bailey Nelson pair but definitely not the last. Also the girls at the Freo store were so helpful and lovely.
I was served so fast and my glasses are amazing. Thank you thank you
I had a very positive experience with Daniel Wong during my recent eye examination. He was professional, patient, and very thorough throughout the appointment. He explained everything clearly, answered all my questions, and made me feel reassured during the process. I really appreciated his attention to detail and genuine care. Highly recommended for anyone looking for a knowledgeable and approachable optometrist.
Great service from the north lakes staff! Everyone was so friendly and helpful! Would definitely recommend to family and friends Show details
Latest follow-ups
Pricing was very straightforward with many trendy frames. Staff was also very friendly and approachable.
Follow-up · A year on, the quality of their products have gotten more inferior with time. Certain acetate and metal frames have changed in quality, and the lens coatings are no longer as good as well. I find myself having to clean the lenses constantly. Pricing has also gone up slightly ever since too.
I went to 7 glasses stores in a day, determined to find really awesome glasses. I ended up back here. The lady there was the best (with great style) & helped me choose. They have a great range too, not all boring stuff. Will definitely be back next year! Show details
Follow-up · A month later and still loving my glasses. I just wish the staff checked the fit of my glasses when I picked them up as I had to bring them back to be adjusted (It was my first time buying glasses so I didn't know it was a thing). Still happy!
Bailey Nelson Bondi Junction are friendly, efficient and fast! Brad provided great technical advice and offered fashion clues. He made my choice easy by helping me to narrow it down to just a couple of frames. The spectacles were made very quickly… Read more
and Ella was there to deliver these while ensuring I was comfortable with the outcome. The icing on the cake was my health fund paid for most of it.
Follow-up · Very happy with my specs. Will use Bailey Nelson Bondi Junction again.
Find out how Bailey Nelson compares to other Optical Retailers
Know better, choose better.
In-depth reviews
I had been a loyal Bailey Nelson customer for years and had previously never had issues getting prescription glasses made using my Specsavers prescription. Unfortunately, my recent experience with the South Yarra store completely changed that. Last month, I brought in my own Gentle Monster frames and specifically asked whether they had experience… Read more
fitting this brand before proceeding. I was assured they did.
What followed was more than a month of repeated errors. The first pair had the wrong prescription entirely. The second remake arrived tinted despite me never requesting tinting, and the prescription was still incorrect. I was then later informed that the newest lenses had been cut incorrectly and were too large for the frames.
After three failed attempts, multiple trips back and forth to the store, and weeks of waiting between remakes, I ultimately gave up and accepted a refund because I had completely lost confidence in their ability to correctly produce the lenses.
What I found most frustrating was not that mistakes happened — errors can occur — but the sheer number of consecutive errors on the same order, for the same customer, with no clear explanation as to how so many things could repeatedly go wrong.
Extremely disappointing and frustrating experience from a company I had trusted for years.
I took my son in for an impromptu eye test at the Bailey Nelson Eastland (VIC) store after he mentioned since school went back he'd been having difficulty seeing the notes on the board properly. They were able to fit him in pretty much straight away, and it turned out he has mild shortsightedness with some astigmatism. As his eyes are still… Read more
developing, the optician recommended bifocals to minimise further deterioration before he reaches adulthood. After his testing was complete, the staff member who helped him pick out glasses was really kind and helpful. The same staff member remembered my son when we came in to pick them up, made sure they fit comfortably and showed him how to use the foldable case. The whole experience was positive for him and what could have been daunting for a young kid was the total opposite. He loves his new glasses and couldn't wait to show them to his friends at school. He's also super excited to wear them in his school photo this year! So grateful for how gently and kindly this team handled the whole process.
Upon entering the store I was welcomed with big smiles and friendly staff, I was taken back with the optometrist and went through comprehensive testing, after my eye test the optometrist took me out to where all the frames were. I ended up speaking with all staff working that day to decide on new glasses and prescription sunnies, I was really… Read more
happy to find out I could use an optical frame for sunnies. I returned a day later with family to make sure I was happy with my choice of frames and the ordering process for the glasses and sunnies was as simple as booking the eye test itself. I was also given the option of choosing my sunglasses lenses colour to complement the frame. I received a text approximately 10 days later saying they were ready to be picked up. When I went in the frames were adjusted and off I went, I did however go back a couple days later for extra adjustments and I am so happy with the fit, and lenses prescription, style choices and customer service I received. (Also love the case options they're so cute however I would prefer a hard case rather than a pop case)
Recent reviews
The eye exam was professional and well explained. The personal advice on frames was honest and helpful. The fitting of frames was easy and the end results excellent. I am very pleased I went to Bailey Nelson
I popped in to get new contact lenses but unfortunately my prescription was out of date, the optometrist fitted me in straightaway and sorted out new contact lenses for me. I didn’t have to wait long for my new contact lenses to arrived. Fantastic service. Always had great experience with them for the whole entire family. Show details
I love the team at BN Kotara and my glasses frames! I’ve been a regular customer for many years. They are always so helpful and friendly, their frames, products and service are awesome. Many thanks to all, Dana
Exceptional service at Joondalup. The ladies in the storefront were incredibly friendly and brilliant at finding frames I love, and the optometrist was also friendly and efficient Show details
I had a great experience at Bailey Nelson Richmond/Cremorne. Thank you to the team for a smooth process to get a new pair of prescription transition glasses, and helping me with the fit afterwards. A very resourceful, friendly and approachable team!
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.