- Verified customer
It was easy to place the order. I found the communication (all electronic) excellent; this included communication about each stage of my order being processed and also the delivery.
I received my sunnies much quicker than I expected. I also appreciated that they sent the original non-prescription lenses as well.
I'm a happy customer.
Worst customer and after sales service ever!!! Never again!!!!
This is the 2nd occassion I am purchasing from this company, also the 2nd time I'm getting issue from their stocking and status information, forget about accuracy and after sales communication from this company because it doesn't exist at all! I'd go somewhere else next year. Do not trust this company! They will just stress you out and give you great headache! Be warned!
No delivery. Very poor communication.
Placing the order was easy. I called customer service and they helped me with the process. It never arrived and I called to check on it's status (postage tracking wasn't helpful) and they told me they would get back to me within 24 hours, no one was in contact, I called again and was told another 48 hours, but no one was in contact. It was clear that the product was lost but the lack of communication was infuriating. The payment was refunded promptly but the whole experience was disappointing.
Non-delivery and Poor After-sales Customer service
Ordered 4 boxes of contact lenses, 2 boxes for each side. Received 2 boxes (for right eye) quite promptly, however Ive never received the other 2 boxes for the left eye.
Ive exchanged numerous emails with Vision Direct. Initially Vision Direct customer service insisted that my order has been delivered. After further exchanges, in the latest email, Vision Direct admitted there has been a confusion and have couriered the rest of my order. They included the courier companys number and tracking number and asked me to chase the courier company myse...
Delivery company that does not deliver
This lot are shambles! Frustrating experiences including someone in the process not being truthful. I ordered lenses 4 weeks ago and they have still not arrived after apparently being sent back to HongKong. This company has changed in the last year as I used to have delivery within 48 hours from a Australian distribution company and great service. My last delivery also took over three weeks to arrive but I decided to give them another chance and what a mistake that was. After ten years of being a loyal customer I will never use their business again. Money taken but no refund or contact lenses.
Sunglasses delivery takes a long time.
Ordered a pair of Smith lowdown 2 for approx $100 less than retail. I did not read the fine print about 14 business day wait. After around 22 days they arrived. The lenses where very dirty and had to clean them but they where not damaged. The sunglasses appear to be 100% genuine, only thing was I did not receive a hard case with them like the smith website shows. I have queried the support team about the hard case and provided them pics. They said they will investigate and get back with 48 hrs.
Extremely disappointing and frustrating experience
According to website, the contacts lenses i ordered should be in stock. however, after 5 days of waiting and not hearing anything, i called and found out it would take another 10 working days before product would arrive in the distribution center. no alternative solution (other brand, compensation, etc) was provided. What a terrible e-commerce company is this.
Misleading and rude
Ordered a frame on 12 Nov 2019. According to the web page the frame was in stock. Followed up on 14 Nov 2019 only to be told that the item was not in stock and will arrive at the warehouse on 24 Nov. (12 Days after the order). I spoke to a supervisor who was very unhelpful and confirmed that management does not speak to or take calls from clients. They will only respond via e-mail. Also had a chat on line with a very rude lady. If I was made aware the product is not available I would not have ordered.
Message to Vision Direct Management: It is your clients that keeps you in business.
Do not buy from Visiondirect
I would give 0.5 star for live chat service as they are polite but never follow up on enquiries.
Ordered a pair of eyeglasses, frame only, on 29th Oct and here are what I encounter:
- Extra charge - I got charged international transaction fee although the web address is .com.au. I addressed this issued on 5th, 7th and 13th Nov which I was later informed that the refund will only be processed once the item is shipped.
- Deceptive information on the website - On 3rd Nov, I was advised the item I ordered is DISCONTINUED so I had to change my ord...
Do not order online with this Company
My order has been missing for 2 weeeks. All I get is the run around & keep getting told we will get back to you in 24 to 48 hrs. No one has contacted me. I finally called & was told how sorry they are. No mention of a refund or re-placement. They said they would send me a claim form (which I didn't receive) to fill out if I haven't received my item in 3 days. Not good enough.
Id leave no stars if possible! Vision direct are an absolute joke, twice Ive ordered and twice Ive made a mistake! The first time I was told my order was on route... it hadnt even been processed, took nearly 3 weeks to get a box of lenses.
Second time same old excuse your address isnt fully filled out. Courier telling me the product was in Melbourne, vision direct telling me its in Sydney... thus passing on the address for the depot expecting me to pick it up!
Customer service is non existent. Anyway I asked for a refund but wont get it until the product is returned to them, considering I havent even got the product, itll probably take another 4 weeks!
Most likely plastic rip offs
I was so appalled when my order arrived. We purchased sunglasses we have purchased multiple times before in the past. High quality, Prada sunglasses that have always been made of steel. Either Prada have severely dropped their quality, or the sunglasses we were sold were cheap rip offs of the real thing. Sunglasses were terrible quality and made of plastic. Pretty exuberant prices for such poor quality. Ended up returning the sunglasses which was a fairly straight forward process and Vision Direct gave us a full refund.
I was delivered fake, used Persol sunglasses.
- It took 8 days from my order being placed to being shipped
- They arrived soiled (see photos)
- Packaging (particularly the case) felt cheap
- They didn't feel right on my face (had tried them on at a retailer first). I investigated and found them to be (extremely good) fakes
- Contacted Vision Direct and they "guaranteed me they are not used". Obviously something very dodgy going on here.
- I have sent back (at my expense) and am awaiting a full refund.
Do not purchase from Vision Direct Australia.
You will never receive the product(s) you order and the company will not refund you either. You will have to take your own risk if you purchase from them. Think more than twice before you place an order.
Wrong script sent wont refund
My prescription has right lens on a script, left lens plain.
Vision Direct sent sunglasses with the script on both lenses.
When I emailed for a refund, they emailed back the following
- we used the script you provided
- you need to get used to it
- you should get you eyes tested
Dont pay extra for lenses! Cheap= Fake!
Hi guys here are the photos. The first one is the one I bought from vision direct and the second photo is my old glasses. You can see that my lenses are not super thin! Not worth spending extra for the lenses! Very disappointed client! To return the item you will pay for the return fee! Dont buy! frames are only from Hong Kong! I think its fake thats why it is cheap! Takes more than a week to receive the item. Live chat agents keeps on promising to resolve the issue within 25-48 hours just to end the chat very rude!
- ‹ Prev
- Next ›
Questions & Answers
I live in country South Australia and ordered on the 2nd July, expected delivery is in 4 or 5 days. I am making do with what I have for now so that's actually about the same as an optometrist. I just really need to know ARE THEY AUSTRALIAN STANDARDS AND WHERE CAN I SEE PROOF OF THIS?? If they aren't I am going to need a refund at some point I think. I know they are at global company based in Australia.
Hello, I have purchased some monthly wear contact lenses, I am wondering why so far 3 out of the 6 pairs were not even with a prescription, and why one of the lenses was not a full circle? I could not even put it in as it was so painful and stung my eyes. I have purchased these before and not had a problem, I am so disappointed after this last box. Complete waste of money, was good to save but I ended up spending more at specsavers to buy others instead .
How does the 100% Return Policy work when the 'product(s) MUST be returned unused' - how are you supposed to know if there's a problem with them if you're not allowed to 'use' them to try them on?
Ben W.Vision Direct
You can try the item out and see if the item suits you. You have 100 days to decide if you wish to return the item for an exchange or a full refund.
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.