Vision Direct

Beware - do not order from this company. Significant shipping delays. My order was placed over a month ago and tracking suggests the product hasn't even left the country of origin. Company doesn't respond to emails, very poor customer support. I will go elsewhere next time. Not worth the hassle of dealing with them and not confident I will receive the ordered products.

Terrible service. Ordered glasses on the 9th February, after not receiving item I contacted customer service who advised I needed an alternative address. After new address was provided I have now, on the 16th March, been advised that my item is "Undeliverable" and that I would need to complete a 2 hour road trip to pick them up from a freight… Read more

company. I have never experienced any problems with previous order. If you cannot provide delivery to certain addresses, please clarify on your website.

Very disappointed. I had been a loyal customer of Vision Direct until this experience. I placed an order for prescription glasses 3 weeks ago, only to be told later that the frame cannot be sourced so choose another (and generously offering a whooping 2% discount for the new frame!!). After selecting a replacement, I was again told that frame was… Read more

also unavailable.

This wasted a lot of my time waiting for my new prescription glasses and caused unnecessary inconvenience. The worst part, ZERO CARE!!! I cancelled my order to permanently go elsewhere. Never again.

After a month I decided to change my review from a positive experience to somewhat negative experience. While the glasses I ordered were delivered on time, the script was wrong which was confirmed by my local optometrist. So I reached out to support… Read more

from vision direct and pretty much got ghosted. I tried multiple times for support and got zero response. Initially during the purchase process, they couldn’t do enough to help me but after I received my glasses and they were wrongly prescribed they just didn’t want to know me. Needless to say while cheap Vision Directs customer service is appalling to say the least. Read the reviews and you’ll see everyone is saying the same thing. I won’t be dealing with them again and managed to get the correct script lenses from Bupa. Very disappointing Vision Directs.

2 months of headache and still no sign of my specs, lenghty delay from Visiondirect mistakes, red tape and unprofessional customer service. 1. I ordered my glasses in Dec last year. It allowed me to order even though they didn't have the frame in stock. Took a few days to send me an email and get the frame changed to another one. To their credit,… Read more

they gave me a 5% discount on the frame as compensation. Not much, not excited but better than nothing. However, this is just the begining.

2. The staff that reordered the new frame for me didn't transfer my prescription properly and missed the prism in my prescription. So the new frame arrived in Jan without the prism and caused me a headache and eye ache to wear them.

3. I tried to get it exchanged, they indirectly said it was my fault for submitting wrong prescription and wanted me to get the frame and my eye tested at their centre. Before that happened, I found out from their record that my prism was missing in the new frame order. So I had to investigate the issue for them to know what went wrong so I could get my specs exchanged. As it was getting to be really delay and I wanted my new frame to arrive early, I requested the new frame to get the lenses done while I posted the return frame. So I don't have to wait that long. Nope, they refused. Another week passed by without the return postage details sent. I had to follow up with them to get the return postage.

4. Now, mid Feb, they received my returned frame. They just started processing my lens and now they sent me an email asking me to pay for this prism. The returned one did not have prism and I have to pay before they can process my lens ?!?! The prism was there in the original order and obviously paid for. It was them that mistakenly removed it and now they want to double charge me for this?

During the whole process, I have to be the one chasing them on top of pointing out what went wrong. Why should I have to do their job for them? They don't know customer service. I keep asking them for the ETA of my frame. Until now, no answer. Only all the annoying emails about their policy, red tapes, excuses, mistakes after mistakes and the double charge one is really the last straw. When will this saga end? Hopefully, soon.

Better stick with an Australian business with physical store you can trust. It does not worth your headache.

Frustrating people to deal with – Very long story short.... purchased a pair of glasses from VD. The name on the online form was my wifes as the specs were for her. I paid for the glasses using my Pay Pal account as she doesn't have one. To claim on our Health Fund obviously we need a receipt in her name. The receipt was made out to me. We asked to have the receipt made out to her… Read more

for the claim but they REFUSED to do so because I paid via my PayPal. yet, the details on the online form are in HER name....but this isn't good enough for Vision Direct. There have been mountains of communication from these people but they refuse to write out a receipt in her name even though her name was on the form to order. How weird is that! Terrible service and non caring attitude. Will be lodging an official complaint with this company with ACCC.

Following my initial review, Vision Direct reached out promptly and handled the issue professionally. Elveen was very helpful, explained the process clearly, and offered suitable options under warranty. A replacement pair has been arranged, and I’m happy with how this was resolved. Thank you for the good customer service. Show 2 replies

For a first time purchaser through vision direct it's really not been an easy journey with the freight company. Although it took a little longer I received my glasses as expected. For anyone ordering frames that are picked from Europe make sure to keep in mind the delivery times that may be extended.

Product listed as in stock and paid for express shipping. Followed the order up only to be told it's been sent from Italy and was out of stock. Very disappointed

Will not allow me to use my own gift cards. I was given two gift cards but it only lets me use one ebern though the gift card were paid with cash! Slow customer service.

Literally what the title says! I sent an order for three sets of glasses, with three diferent prescriptions. This confused them a lot. They decided to email me to let me know, but as i didnt respond in 24 hours, they then decided to SEND THE FRAMES - ONLY, so as to not DELAY MY ORDER. Someone, anyone, please explain the logic here. The… Read more

prescriptions and order was 100% correct, but the product has NO LENSES. Discussing this with support, this seems to be my own fault somehow for not responding to their email asking for me to confirm the correctness. How can a human be that stupid?

[Content Removed] Operator. Purchased some specs from this company which didn't suit me, so initiated a return under their "100 Day Returns Policy". First they tried to talk me out of returning them, by offering some discounts on a different pair of glasses. They then tried to force me to purchase a return shipping service through their own… Read more

portal. I pointed out that their policy clearly stipulates that after submitting a return request, they will "provide you with the RMA (Return Merchandise Authorization) number and the address to which the item(s) will be returned.", and mentions nothing about requiring their own shipping service to be purchased. I explained I had already purchased a shipping satchel for the return, based on their stated policy, but to no avail.

Now trying to explain to them the basic tenets of published Returns Policies under Australian Consumer Law. Considering they're an international online-only business, it's perhaps understandable why they're unaware of, or unwilling to comply with their obligations.

If you know for sure that the glasses you plan to buy are a good fit then you might be ok. If there's any chance you might need to return them, save yourself the headache and steer clear of this company.

Online stores like these make us understand why it's so much nicer to walk into a shop and get our products, after speaking to a human. The experience with Vision Direct was frustrating, required many calls to their "customer service" with no resolution whatsoever of the issue. I ordered two pairs of glasses. I received one in the post to my PO… Read more

Box address. The second pair was delayed (no stock apparently) and then was shipped out using a courier service.. that don't deliver to PO Boxes! At their shipper's first message I requested re-delivery using my physical address, but after 5 (read it, FIVE) redelivery attempts with authority to leave, their shippers were still not able to deliver. Their customer service (possibly located in the [Content Removed]) had no link with the shipping company, so besides saying sorry a lot were as useful as [Contents Removed].. They had no power to escalate the issue, to investigate what went wrong and attempt a remedy. This is the "modern age" however, of online shopping, where service, delivery, and production are farmed out to the lowest bidder, and it just all falls apart at the slightest hint of a problem. The pair of glasses I did actually receive are reasonably good, but I won't be purchasing from Vision Direct, even if my sight depended on it.

The mark of a good business is not when things go right but how they handle things that go wrong. I had issues with the freight company and the Customer Service team fixed them. Very happy with my glasses.

Ordered glasses and shipping was fast however they were too small and contacted live chat to find a solution. I was told not only would I be paying to RETURN them but I also would have the original shipping fee deducted from my refund.. so I'm essentially losing money when the product was unsatisfactory. No clue why I need to have to pay such a… Read more ·  3

large amount when other online glasses retailers offer free returns/exchanges.

EDIT: Steffany from Vision Direct’s customer service reached out to me via email and was kind enough to provide a free return label and assist me in finding a resolution. I now have comfortable glasses and am very satisfied with their prompt response.

As a long term customer, I'm disgusted at the delaying techniques being used by VD. Any previous returns could simply be done by filing a return on the website, printing a return form and posting the item. After receiving my item, I was immediately disappointed at the quality of tinting, filed a return via the website the same day and received a… Read more

message that I would be contacted by a VD staff member. Recieved an email stating they will look into the "quality issue" (not my problem) but even after 5 more emails politely asking - they STILL will not provide return instructions, so the item can be returned for a refund. Quality issues are NOT the buyers problem and SHOULD NOT delay the customer sending the item back for a refund. Disgusting and unnecessary tactics, what a terrible company, I will not be shopping with them ever again. 10 year customer gone.

Fantastic customer service and fast delivery Had a great experience with Vision Direct. My order arrived quickly, and while there was a slight hiccup with the wrong frame being sent, the customer service team handled it exceptionally well. They were polite, responsive, and genuinely committed to making things right. The issue was resolved… Read more ·  4

smoothly and without any hassle. Really impressed by the professionalism and follow-up — will definitely order from them again. Highly recommended!

Excellent experience with Vision Direct as bought a pair of prescription gradient blue Ray ban aviators and it looked great. Other optometrists would have charged a significantly higher price for their prescription gradient lenses. So great quality finish at a low price with 18 months warranty. Will buy again next year

You may save money from Vision Direct but it is a lucky dip. I bought a pair of glasses and what I received was two tone glasses. The arm/temple of the glasses is much brighter than the rims. No where on the website does it state this. Instead you only have a picture from front on and one colour is listed. When I complained I was told I could send… Read more

them back to Hong Kong at my own expense (also assuming it meet their ‘packing requirements’). Better to buy from a local store and see what you are getting.

Not my choice for glasses – The glasses were totally wrong even though I opted for their most expensive lenses, they made it so annoyingly difficult when contacted about the glasses being wrong. So I just opted to pay to return them, $19 for a shipping label as there is no other way to return them, the shipping was worth $10.95 when I asked the lady at Aus post. I had to… Read more

contact vision direct two times for the return label to be sent and provide proof of payment before calling for a third time where they finally arranged it. Terrible company to deal with, never again. Also they don’t tell you that they ship out of China, apparently they drop ship from the frame location, however ray bans are made in Italy. After my initial review the company contacted me and arranged a refund for the $19 postage which was good. My only suggestion to Vision Direct would be maybe be proactive instead of reactive next time.

Warranty Not Covered – I have Ray-Ban sunglasses that are still under warranty. The company acknowledged via email that the lenses were indeed faulty, yet they refused to repair them. Instead, they offered me an insufficient credit to replace the lenses elsewhere. Now, I'm left having to pay out of pocket to replace something that should have been covered by the warranty.

Shopping OK, ongoing spam less so – Had a pretty good shopping experience. But ever since then they've been spamming me constantly with emails. The "Unsubscribe" link in all the mails goes to a "test" web page and advises the unsubscribe hasn't been successful. This is against ACMA rules on spam and they may choose to investigate/penalise. Have lost count of the times I've contacted… Read more

their customer service email address to let them know. Basically, you'll like the glasses, but maybe give them a throwaway email address you don't use or they'll spam you constantly.

No real price match – Vision Direct’s price match policy is honestly baffling. If you can’t genuinely compete, why even stay in the game? Their reasoning for refusing a price match is that their products are ‘ready to ship within 24 hours,’ while the competitor lists a shipping timeframe of 2-4 weeks. On the surface, this might sound like a valid justification, but… Read more

dig a little deeper, and you’ll see the cracks in their argument.

A quick look at customer reviews reveals a pattern: Vision Direct often fails to ship within their promised 24-hour window. Instead, there are frequent delays, with some customers waiting weeks for their orders. This makes their claim of a ‘competitive advantage’ not just flimsy but outright misleading. If you can’t deliver on your promises, why use them as an excuse to avoid price matching? Customers value trust and fairness, and Vision Direct’s approach seems to fall short on both counts.