3,797 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.
Was told by staff that if i wasnt happy with my choice of glasses that I could come back and exchange for a different design. Turns out my glasses did not fit right as it was pressing against my eyes and sliding downwards. Returned to the store to exchange for a different design but was told they cant do exchanges. Now stuck with glasses that dont fit properly. Show details
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
The team at Berwick Bailey Nelson made the experience of getting my first pair of glasses a pleasure. Noni, Silje and Matt were friendly, knowledgeable and professional. The frames are sturdy and I have had multiple compliments on the style they recommended. Fantastic!
I love my new glasses!! It took only 5 days to arrive. People in the store was really helpful Show details
Always a pleasure to deal with the staff at the Claremont Quarter shop. Top notch!!!! Show details
Excellent service and tailored optical dispensing from staff. Highly recommend! Show details
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
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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.
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
Latest follow-ups
Great range of frames , got exactly what I wanted , great service and friendly staff Show details
Follow-up · Price considering all the options I decided on and multi focal lenses ,for 2 pairs ,one tinted and polarised very good !
Well worth the money, from the greeting to picking a style & the optometrist being accurate & honest. I can’t say enough about this visit & love my new sunglasses & glasses. Show details
Follow-up · There hasn’t been any after sales service.
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.
Positive reviews
Excellent service by Trae and Emily at Frankston store My glasses were ready quickly Happy with the frames Looking forward to the adjustments after choosing multi focal for the first time Show details
It’s been a few weeks since I got my glasses, and I’ve finally gotten used to my new frames! I wear glasses all the time and have done so for many years, so I’ve had my “fair few” frames over the years, and I know it can take a little time to adjust to a new pair. Anyhoo, the service at Bailey Nelson in Westfield Sydney has been nothing short of… Read more
spectacular. From choosing my frames, to picking them up, to coming back in for adjustments, every interaction has been fantastic.
The staff have been so patient, informative, professional and genuinely friendly. A special shout-out to Charlie, and also to a lovely gentleman whose name I unfortunately didn’t catch — but I’m hoping that when they see this review, he’ll know I’m talking about him!
10/10 for the service. I’m very happy with my glasses and, even more so, with the experience. Would absolutely recommend! ✨
Find out how Bailey Nelson compares to other Optical Retailers
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Absolutely love my new glasses! The team at Bailey Nelson McArthur were so wonderful and helpful — they made the whole experience so easy. I absolutely love both frames and I’m so glad I went with transition lenses. Now comes the hardest decision… deciding which pair is my favourite!
Negative reviews
Disappointed with my experience at Bailey Nelson, it’s definitely not the economical place to get glasses anymore! Frames are expensive for what they are and then when you add lenses on top of that, it’s pretty expensive. When I picked up my glasses, I had to wait for ages as there was only one person serving and then when finally another person… Read more
appeared to help, they could not have cared less. I know it was late on a Sunday but don’t think that’s an excuse for the ordinary service I received. This has not been my experience previously but I will definitely be looking elsewhere next time.
Service has been fantastic however I did have to return one pair due to chips on the edge of the lenses near the bridge of the glasses. That said the staff were very apologetic and helpful in taking the glasses back to be remade. Show details
The glasses I ordered were faulty and needed to be re-made. Disappointing that I now need to wait again and make another trip to pick up. Staff were apologetic and helpful however. Show details
Recent reviews
Disappointing experience at Bailey Nelson in Bayside, Frankston. I ordered a pair of glasses with a specific gold frame and prescription lenses for my myopia about 10 days ago. When I collected my glasses, the frame provided was different: the arms were thicker, the front was thicker, and the colour was closer to silver than gold. In other words,… Read more
a different frame.
They showed me that the serial number on the new pair matched that on the frame I had chosen, which was still on display in the shop window. They insisted the frames were the same colour and otherwise identical. It took around 20 minutes of discussion before they acknowledged that the frames were different. Apparently, "same frame" means "same frame" to me, but "same serial number" to the Bailey Nelson team at Frankston.
When I asked for a refund, the manager told me that Bailey Nelson doesn't refund the lenses, only the frame. So, if you order one pair of glasses at Bailey Nelson and receive a different frame, you still pay for the lenses. I suppose I could have gone home with the lenses in my pocket and figured out what to do with them later.
I told them I considered this unfair, since I had ordered one frame and got another, and asked again for a refund.
The manager then proposed contacting the manufacturer to see whether they could obtain the exact frame I had ordered. Although I had previously been told by a member of their team that the manufacturer likely didn't have exactly the same frame as the one displayed in the shop, I thought this was a fair compromise and potentially a win-win: I could still get the frame I wanted without having to start the whole process again somewhere else.
Yesterday, I also requested an electronic copy of my spectacle prescription and the results of my optometry examination at Bailey Nelson.
As of today, 10 days after I ordered the glasses, Bailey Nelson has my $389, I don't have the glasses, and I don't yet have the prescription or eye examination results.
I will update this review once the matter is resolved.
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Update:
Two days ago I received a call from Bailey Nelson telling me that the new glasses had arrived. I asked whether they were new or the ones I had seen on display the first time. I was told they were new.
So yesterday I went to the shop. The manager received me, told me the new glasses were there, and gave them to me. I was happy and gave them a quick look to check them.
Then I noticed two grey spots on the gold frame, on the bottom part surrounding the lenses, exactly where the frame touches a surface when the glasses are open, for example when they are placed on display. It looked to me as if the gold colour had worn away. I showed the two grey marks to the manager and asked for a full refund since they didn't look new to me.
This time, the manager provided the full $389 refund immediately.
In two weeks, Bailey Nelson managed to deliver, the first time, a new but different frame from the one I had asked for, assuring me it was the same frame; and the second time, the frame I had asked for, but worn out, assuring me it was new.
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.
Bailey Nelson is officially my most favourite brand for my specs and sunnies! 2nd year and got 2 pairs yet again. Service is friendly, magnificent and professional. Thanks to Winnie and cool Jerry! Both fantastic! You’ll never go wrong at #Bailey’s
The services from the optometrist [Name Removed] at Macquarie shopping center made -2 stars. I have never done a eye check or test less than 10 mins. He didn't thoroughly check my eye sight. I only read one line, compare 2 readings different. Unbelievable and shocking. He said at my stage , no point changing too much with the prescription. But… Read more
appreciated the basic test must have done thoroughly. Very disappointed. I will never go to this optometrist. He made BN shop experience there very unpleasant. Glad the sale person there is very nice.
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