3,526 reviews
AI reviews summary
Feedback for Bailey Nelson is overwhelmingly positive, with users frequently highlighting the high standard of clinical care and customer service across various Australian locations. Optometrists are praised for their thoroughness and ability to detect serious eye conditions, while retail staff are noted for providing honest, non-pushy styling advice. While the vast majority of experiences are seamless, a small segment of users has reported issues regarding prescription accuracy and administrative errors during the collection process.
Pros
- Exceptional Staff Engagement: Retail and clinical teams are consistently described as friendly, professional, and genuinely helpful, often going "above and beyond" for repairs and styling.
- Thorough Clinical Examinations: Optometrists receive high praise for their detailed eye tests, clear explanations of results, and proactive referrals for urgent medical issues.
- Fast Turnaround Times: Many users reported receiving their custom prescription glasses within 4 to 7 days, which exceeded their expectations for speed.
- Stylish and Affordable Range: The selection of frames is frequently complimented for being trendy and fashionable while remaining competitively priced compared to other major retailers.
Cons
- Prescription and Order Errors: Multiple reviewers experienced issues with incorrect lens prescriptions or receiving the wrong frames, sometimes requiring several return visits to rectify.
- Collection and Communication Lapses: There are recurring reports of users being notified that glasses were ready for collection, only to find they were not in-store or were still being processed upon arrival.
- Quality and Durability Concerns: A small number of users noted that frames felt less durable than expected or that finishes (such as gold plating) wore off prematurely.
- Website and Online Limitations: Long-term customers expressed frustration over the removal of search filters (like size) on the website, making the online shopping experience more difficult.
Verdict
Bailey Nelson is highly recommended for those seeking a personalised, boutique-style optometry experience with a strong focus on clinical expertise and fashionable frames. While the service is generally excellent, customers should double-check their prescriptions and confirm order status via phone before heading in for collection to avoid potential administrative delays.
Went in for a standard eye test & discovered I had a bleed & tear in my retina. I was referred to a specialist immediately. Service provided by the staff at Bailey Nelson was excellent.
I lose my glasses constantly, I have a small head glasses never fit and fall off, so when a pair fits correctly I just want the same pair again which are out of date BUT the awesome wonderful girl at Indro searched and found 2 pairs for me! Show details
Very helpful productive visit. Staff member located a pair of new reading glasses which were the same as my broken one. She swapped my lens into them all within 10mins!
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
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
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
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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
Very happy with the product / also service (Broadway shopping centre ) is great 10/10 - thank you Show details
I recently visited Bailey Nelson for an eye test and a new pair of glasses, and I had a great experience. Everything was smooth and prompt from start to finish. The team was professional and efficient, and before I knew it, my new specs were ready in just 6 days. Very happy with the service—highly recommend! Show details
I just brought my second pair of multifocal prescription glasses from Bailey Nelson. Great service, fantastic prices/value and great range of frames. The optical assistants are always professional, friendly and helpful and give an honest opinion on what styles suit you best. Leanne was a stand-out at my last visit, being very empathetic about a… Read more
migraine I had coming on and even offered me a dark room to wait until my eye test. Talk about going the extra mile! The optometrist was also excellent, picking up two eye conditions I had developed and able to recommend remedies for relief and prevention. I will defiantly be a returning customer and can highly recommend Bailey Nelson for all you eyewear needs. I wouldn't go anywhere else now. Thanks to all the BN team! And I love my new Oxblood coloured glasses!
This is my second pair of multifocals from Bailey Nelson and I’m thrilled. I also got some reading glasses. I love that they have different frames from many other optometrists and don’t cost a fortune. The service is wonderful, knowledgeable and not pushy. Show details
Latest follow-ups
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.
Kia and her team at Burleigh Heads were very helpful and genuine with her customer support helping me with my new glasses prescription and organising new lens’s when I had problems after receiving my new glasses. friendly, reliable and helpful. Show details
Follow-up · Always walking away from the business satisfied
Great service, prompt response, friendly staff, helpful in considering costs and needs. Show details
Follow-up · Charming and cosy store. Short wait time, prompt solutions offered; clear explanations of procedures.
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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
Finally got my long overdue eye test done and had a wonderful experience at BN Warringah Mall! From start to finish, all the staff were friendly, knowledgeable, and professional – with a dash of wit! The eye exam was really thorough, and it involved a few steps, which made me feel like I was being looked after. Picking out the frames was actually a fun task! My glasses are going well, thanks to the team!
Good assessment and service. Could have had more on sale as only really bright colours. Main issues are that could not see exact ones ordered just told colour would be a bit darker and when received were slipping down and tightened and bent arms but after 2 days still feel slipping. Will go back but have found this before that are fixed but then loosen again. So hope can be fixed as will go back to see Show details
Great customer service, staff are friendly and inviting and provide a helpful opinion on frames! There’s a great sales range as well to help with budgets as well! Love my new frames ! Show details
From eye test to choosing a pair of glasses to collection, everything is handled professionally. It's fantastic when you get advice and questions answered patiently which was my experience at this Bailey Nelson branch
The frames are really well designed and just that little bit 'edgey' which makes me feel good when I have them on. The staff were very helpful and really lovely people. Show details
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