Unreliable and untrustworthy

1 out of 5, reviewed on Aug 10, 2018

I purchased sunglasses online on the 24/7/18 a week later after paying I was told it was discontinued. I had to wait for a refund and then I decided to purchase a different pair on the 1/08/18 only to be told again a week after I have paid that the product is discontinued. I also had normal prescription glasses covered by their insurance and they told me to get a quote from an optical store and send to them for approval and then go back to the optical store to get fixed BUT no optical store will fix! Complete waste of time.

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Vision Direct Official

Dear Customer, We are sorry for the disappointment on what happened to your order. The availability of the eyewear varies rapidly. We are sorry for the inconvenience this has caused you. We can... read more »

Melbourne

  • 4 reviews
  • 1 comment
  • 2 helpful votes
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Dont Do it ..

1 out of 5, reviewed on Aug 10, 2018

Placed an order for some optical frames online , never received an order confirmation , but pay pal payment was processed , so more than happy to take my $$. I called them to find out anything about my order that they have taken my $ for , to be told they dont actually have the frames in stock 4 weeks away , told them to cancel the order and refund the $ ,apparently they have to get in contact with accounts to do that , someone will get back to me .... you guessed it people , no one ever did! so i call them back AGAIN , told the same thing , someone will get back to me , of course no one did ! lodged a dispute with Paypal, much easier to deal with them . This company is dodgy , dont use them Go to your local optometrist , support them ... you may pay more, but your stress levels wont go through the roof , and they wont rip you off ! 1 star is 1 to many stars for this review !

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Comments
Vision Direct Official

Dear Customer, Thank you for your feedback and I am terribly sorry to hear about what happened. I regret to know that your shopping experience with us had been unsatisfactory. Please kindly provi... read more »

You never sent me an order number / confirmation , so i cant provide you that information . I ended up lodging a dispute with paypal to get my $ back , which i have now ... thank god for Paypal !

Vision Direct Official

Dear Customer, We have sent you a private message so we can get your email address. We would love to get to the bottom of this and your cooperation is highly appreciated. Our apologies once again... read more »

Brisbane

  • 2 reviews
  • 3 comments
  • 1 answer
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Verified Customer

Terrible service - Keep getting prescription wrong

1 out of 5, reviewed on Aug 08, 2018

I ordered a pair glasses on 23rd June with a prescription from an optometrist. I received a pair with a multi focal lens when I specifically ordered a single vision reading lens. I couldn't see properly through the glasses. I then had to return the item for a full refund. I waited a couple weeks after returning the glasses and still no refund. I I had to call again and only then did they process the refund.
Call me a sucker for punishment but I then took a punt and processed an order again as the cost of the frames saved me $80. I was then gobsmacked when they confirmed my order and got the prescription wrong again. I then corrected them via email and they again sent an email with yet another mistake in the prescription. I am trying to resolve the prescription error via email again. They are very slow to respond. The company appear to employ staff who don't appear to care about customer service or are incompetent. I am now very frustrated by the continued errors in my order. They don't allow you to cancel an order based on these errors so I will again have to wait to see if they get it right. If they stuff up again that means I am effectively without my updated glasses for over 2.5 months as it takes them that long to process refunds. They don't even have a complaints area where you can escalate concerns to get a better resolution, Order at your own peril, may not be worth the saving!

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Comments
Vision Direct Official

Hi Grant, Thank you for bringing this up to our attention and I am terribly sorry to hear about the type of service you received. I can assure you that this is not the standard of our company and ... read more »

Have sent order number. I was told the item was out of stock so I then canceled my order. I then saw it for sale on your website again so I followed up and then was told that was another mistake an... read more »

Vision Direct Official

Hi Grant, Our sincere apologies once again for all the confusion and inconveniences. I'm afraid I cannot locate the order unless I have the order number. Can you send it here or perhaps through a ... read more »

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Sydney

  • 1 review
  • 1 comment
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Website misrepresents actual selection!

1 out of 5, reviewed on Aug 06, 2018

I booked an eye exam because the website advertises:

“Products 1 - 45 of 260 · Shop our unbeatable collection of Tom Ford Glasses with Vision ... Sydney Store Desktop Small ..... Tom Ford eyeglasses are an effortless and classic design that will ...”

And they had just two frames!! The optometrists told me they “don’t carry a big selection of stock and anything I wanted needed to be ordered in from Singapore.” I said I could do that at home, but came to the store to try them on. She didn’t care and said that was the system. I said what if they don’t fit? She said then “I’d have to return them and wait for more to be delivered from overseas. But we have other frames in stock that you could try.” This is false advertising and bait and switch tactics. Shonky business practice. Go elsewhere and don’t waste your time here.

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Comments
Vision Direct Official

Dear Customer, Thank you for your review. We are very sorry that you were disappointed with your visit. We have thousands of products on our website and unfortunately, we are unable to have it a... read more »

Ben Not one of the three people in your store that morning mentioned any of this. When I made the appointment, I asked about a specific design and was told you had a big selection when in fact you ... read more »

Vision Direct Official

Dear Ben, Thank you for the clarification and our sincere apologies once again for the inconveniences. Your feedback is very valuable to us as it helps us improve our physical store in terms of s... read more »

Order Discontinued after four weeks waiting

1 out of 5, reviewed on Aug 04, 2018

Please be smarter then I was and DON'T BUY online.
After 4 weeks since ordered, still no sign of delivery and just received Discontinued status in my email.
NEVER AGAIN!

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Comments
Vision Direct Official

Dear Milos, We are sorry for the inconvenience you experience with your recent order with us. Kindly send us a private message with your Order Details and we will look into this for you immediate... read more »

Perth

  • 1 review
  • 1 comment
  • 1 question
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Vision Direct is a company lacking Business management

1 out of 5, reviewed on Jul 23, 2018

I was silly enough not to listen to the complaints regarding Vision Direct/SmartBuy Glasses on Product Review
I have placed two orders ,one for frames only, one for my prescription, in frames.
I waited 4 weeks for both products ,and after various emails, 52 in total, from Vision Direct, I have cancelled the frames only ,and I have now ended up with the WRONG prescription in frames
I now have to get a local Optician to finish the job,Vision Direct have offered to replace the lenses ,delivery 3 to 4 weeks,this would mean i will have waited 8 weeks from order to delivery,and we still will not know whether they get it correct
A very badly orginised international company who seems to work under panic management

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Comments
Vision Direct Official

Dear Gus, I want to extend my sincerest apologies for the negative experience that you had with your recent order with us. This is not usual and not the standard of our company. We are happy to ... read more »

They are still telling lies
I have not heard anything from the company,other than "sorry"
Sorry means nothing if you are left to deal with Vision Directs mismanagement!

Vision Direct Official

Dear Gus, We understand your frustration about what happened. However, we cannot resolve the problem if you will not provide us the Order details. We have sent you a message requesting for the inf... read more »

Worst expirence from any online shop

1 out of 5, reviewed on Jul 20, 2018

Firstly I want to say how poor of an experience I have been dealt with !! I am at loss as to how a company can carry on the way and function the way it has.
They firstly list sunglasses (in this case POC) on the site to purchase, so I do. As days go by I have received no shipping email or any sort of email in fact in relation to these, I MYSELF do the chasing up to find out they are a discontinued product !!! so you were going to just keep my money ????

They then try to palm me off with a "we can give you another type and discount it 5% for the f**k around"

Had you have done that from day one i may has considered

I request a refund, i STILL HAVE NOT GOTTEN this, and they continue to ignore my requests and emails to have this sorted

Surely this can not be proper functioning of a business.....

they claim to have 4.8 start rating !! ???? these have to be fakes !!!!!!

heres a tip people. STAY AWAY !!!!

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Comments
Vision Direct Official

Dear Shaun, We are sorry if we are not able to fulfill your order. The availability of the item varies rapidly due to high demands. However, we make sure to update customers immediately. We are ... read more »

Vision Direct Official

Dear Shaun, We appreciate confirming that you now received your refund. It is our pleasure working with you regarding this. If you require further assistance kindly let me know and I am more tha... read more »

Worst company ever!

1 out of 5, reviewed on Jul 16, 2018

Worst service and process !

Gave them a third opportunity to fix the problem and they still screw up...

first order wrong script to begin with
second order screw up script gave me short distance 3/4 lens and long distance 1/4
third chance I had returned the item via post , told them via email and two weeks I get a manger going we have not received the product back !

pulled the plug due to the incompetence of the staff and manager

finally got a refund and two months and half I still didn't have my spectacles !

I would not recommend them to anyone ! no matter how cheap they are ! and Australian ! WTH nonsense

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Vision Direct Official

Hi Valued Customer, Our deepest apologies for the type of service you received. I regret to hear that your shopping experience with us had been unsatisfactory. I can assure you that this is not th... read more »

Verified Customer

Asking for personal information

1 out of 5, reviewed on Jul 11, 2018

I ordered $400 worth of things off vision direct. I paid with a debit card and the money was withdrawn from my account. Two days later I get email asking for personal ID. First time ever from online shopping asking me for personal ID after already paying for product. Smells like a scam. Ring vision direct, woman on the phone says a full refund will be sent within 24 hours. Still waiting for refund and already contacted bank. Gotta go drop another 400 on kit at a shop.

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Comments
Vision Direct Official

Hi Shay, Your feedback is much appreciated. I am sorry to hear that your payment got flagged by our payment gateway. Please note that your bank statement is already showing the transaction, howev... read more »

Very good - second time ordering

5 out of 5, reviewed on Jul 10, 2018

I had ordered my vision direct before and been pleased. I ordered prescription sunglasses for the first time but because of the prescription the itemized invoice isn’t available until the item ships so it delayed my health claim as it took time to ship. It was dated on the date of order so I was still able to claim, just not as soon as I had hoped.
Still very pleased.

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Perth

  • 1 review
  • 1 comment
  • 2 helpful votes
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Do not order through this company

1 out of 5, reviewed on Jul 03, 2018

Decided to give this company a try.... bad mistake. Ordered online, didn't hear anything back for a week so I contacted them to ask what was going on. I was told there was a delay and it would be around one to two weeks. They apologised and asked would I like to cancel my order and they will refund my money. I said yes and they confirmed the cancellation. I then ordered through another company. The following day I received a notice from Australia Post saying a package is on its way from them. Yep it was my cancelled order that apparently was delayed. Customer Service has been awful to deal with (there have been countless emails) and here we are nearly a month later and I'm still waiting for my refund (I did send the parcel back and can see from its Tracking that they have received it).

2 people found this helpful, do you? Yes

Comments
Vision Direct Official

Hi Tracey, Thank you for bringing this up to our attention. I completely understand your frustration and would also feel the same way if I were in your shoes. I can assure you that this is not th... read more »

Finally after a month and a lot of emails I have received my money back. Will not deal with this company again.

Vision Direct Official

Hi Tracey, I am so glad to hear that you finally received your refund. Our sincere apologies once again for the long wait though I hope that you can still give us another chance to redeem ourselves... read more »

Happy with purchase. Great savings.

5 out of 5, reviewed on Jun 26, 2018

I purchased a pair of prescription glasses from them after some unfortunate circumstances befell my glasses purchased from OPSM. The savings on these frames (which are authentic) and prescription lenses (including free coatings) was a great sense of relief.

Judging from some of the existing reviews here, it does seem like they are slow to remove out of stock products from their website, as this is what happened to with the first frames I chose. However dealing with customer service to change the frames with others and receive a partial refund of the price difference was a quick and easy process.

I'm very happy with the glasses I received and would buy from Vision Direct again in the future.

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Just what I wanted and expected

5 out of 5, reviewed on Jun 17, 2018

Bought Ray-Ban prescription sunglasses. Came with prescription lenses installed and original Ray-Ban lenses in a box.

Perfect fit and finish, came in original packaging. Only improvement would be that the original lenses could've been better packaged.

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Easy purchase, easy returns!

5 out of 5, reviewed on Jun 15, 2018

I purchased a pair of sunglasses online but they didn't look flattering on my face. I called up to enquire about a refund and the lovely staff sent me a form to print and fill out and to put in a satchel with the glasses to return. So easy.

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Sydney

  • 5 reviews
  • 1 comment
  • 1 helpful vote
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Not received one month later

2 out of 5, reviewed on Jun 10, 2018

Can’t comment on quality as still not received. Was informed frames were in stock and indeed the glasses seemed ready pretty quickly. I’ve just received my third weekly update saying ‘preparing for delivery’. How does it take over 3 weeks to dispatch??? Still not sent ☹️

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Hi Flyinfish,

Thank you for bringing this up to our attention and I am terribly sorry about the long wait on the shipment of your order.

For us to further check and provide an update, please kindly provide us your order number.

Kind regards,
Ben

VD0235565903G

A complete nightmare, wrong item received, refund takes a month and still not processed.

1 out of 5, reviewed on Jun 07, 2018

I placed my first order on 2018-04-12 and order a couple box of monthly contact lenses. On 2018-04-17, I received an email from the customer team telling me that there has been some trouble in the shipment of their stocks and It may take additional 1 to 2 weeks before my lenses arrive at the distribution center. But to my surprise, I received a package from VisionDirect the 2 days after this email.

Upon opening the package, I found a completely wrong item in the box. I contacted the customer service immediately and was told to send back the wrong lens for a refund and the shipment will be covered.

I returned the lens on 2018-05-03 via express mail. I was informed by email on 2018-05-10 that they have confirmed receipt of the returned item and have processed the reimbursement. If I have not received the funds within 5 working days, please Contact them immediately.

But until 2018-05-21, I still have not yet received my refund so I contacted again. I was told again on 21/05 that my refund will take 5-7 working days to process.

I contacted them AGAIN on 30/05 as there is no still no refund, I sent an email to the customer service staff who has been responding my emails and they just stopped replying completely. I went on the live chat and was informed by the same staff in a rude manner that the refund has already been processed to my bank (which isn't true as I called up the bank multiple times) and she will send me a reference number of the transaction within a day. I received no response.

I went on the live chat again today which is 04/06, I was told that previous staff is still trying to get in touch with the account team for the refund. It has been nearly two months since I placed my order, one whole month after I returned the item.

With such unprofessionalism, a mess of a customer service and completely chaotic order handling, I wonder how this company can get an "excellent" rating here. This will be my first and last time ordering from them. I hope I can eventually get my money back or else I will officially file a complaint against the company.

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Vision Direct Official

Hi Chris, Thank you for your feedback. Our deepest apologies for the long wait on your refund and for the inconveniences this has caused you. I can assure you that this is not the standard of ou... read more »

Delivered very late and was for a gift. I had to go out and purchase another gift because it didn’t

1 out of 5, reviewed on Jun 06, 2018

Delivery was stated to be within 3 to 5 day’s. It was much, much longer than this. I purchased sun glasses for a Birthday gift and excuse they didn’t arrive on time, I had to go out and purchase others.
I emailed as I want to return these now that I’ve had to purchase others and a few days later I got a response but nothing since. I have sent two more emails about returning these and still no response. Not impressed. Will not recommend and will never purchase from you again.

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Comments
Vision Direct Official

Hi Tanya, Thank you for letting us know about this as we normally respond within 24 hours upon receipt of the emails from customers. Can you provide us with your order number please and we'd be ... read more »

Delivery had taken too long this time

1 out of 5, reviewed on Jun 06, 2018

My previous orders arrived within a week but recent order had taken almost 2 weeks. Every time I checked the tracking nothing was updated for days!

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Comments
Vision Direct Official

Hi Annie,

I can't express enough how sorry I am about the delay on your order. We would love to check what causes the hold up thus if you can provide us with your order number, that would be much appreciated. Thank you.

Kind regards,
Ben

Still waiting

2 out of 5, reviewed on Jun 05, 2018

Wouldn’t have used Vision Direct if I realised it would take so long to get my glasses. There are other companies that offer delivery in a few days.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Russell, Thank you for your review and our apologies if you are waiting for your order. We would like to check what happened as we normally dispatch orders within our specified time frame. If ... read more »

Great price! Quick delivery!

5 out of 5, reviewed on Jun 03, 2018

Excellent website, easy to use, simple ordering, quick delivery and great price. You can use PayPal for greater payment security.

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Questions & Answers

Hi I am thinking of buying a pair of Randolph raptors through Vision Direct. Online price is good. Is this a goid idea?

Malla asked on Jul 09, 2018

Is vision direct legit or not ??

Edward asked on Jan 17, 2018

Answer this

Yes they are. They ship their products from overseas but they are registered with pretty much every health insurance company for rebates.

I don't know if this links to my review but in my experience they're absolutely terrible. Have been burnt twice.

Hi Edward,

Thank you for your interest in doing business with us.

Please be assured that all our products are 100% authentic and brand new. We source them only from official distributors and manufacturer. We have also been in this business since 2006.

If you require any further assistance from us, please feel free to send us a message at customerservice@visiondirect.com.au.

Kind regards,
Ben

How long is there shipping to Melbourne, Australia? @Visiondirect

Daniel H asked on Nov 30, 2017

Answer this

Hi Daniel,

Thank you for contacting us.

Please be advised that shipping time depends on the stock availability of an item. All our fast shipping items can be shipped with next working day and can arrive in Australia within 2-4 working days.

However for non-in stock items, we require at least 5-11 working days or 3-4 weeks (depending on the brand) to dispatch. This is because we have to source them first from our supplier or manufacturer. Note that orders with prescription lenses also require additional 2-5 working days for lens processing.

Here's the link for our fast shipping items:

www.visiondirect.com.au/designer-sunglasses/general/---------------1-1-
www.visiondirect.com.au/designer-eyeglasses/general/---------------1-1-

Kind regards,
Ben

See all 36 questions about Vision Direct