Not to be trusted.

1 out of 5, reviewed on Feb 20, 2018

I ordered Maui Jim sunglasses on 6/1/18 and received 4 emails over 5weeks confirming stock and shipping but it turns out they were actually out of stock. After 4 weeks I made a phone call and they said there had been a delay but were shipping and should still receive them early Feb. When I called again mid Feb I was asked if I would like to look at alternate designs! After 6 weeks of waiting turns out they had never shipped but they had my money. Also the so call tracking link confirmed order but no tracking could be found. Very deceitful and unprofessional.

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Vision Direct Official

Hi Valued Customer, I can't express enough how sorry I am about this situation. This is not the type of service I expect you to receive. Please be assured that we are working on our service and pr... read more »

annoying to buy from

2 out of 5, reviewed on Feb 19, 2018

I ordered and paid for a pair of glasses. A few days later I checked my account and saw that the item was discontinued and not in stock. The company said that they hadn't updated their website in a timely manner. A week later it still hasn't been updated. They said they would refund the amount and I am waiting for it.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi BobCat, Thank you for your feedback and our apologies about the discontinued status of your item. For us to further check on the refund, could you kindly send us a private message with your or... read more »

Roadvale Queensland Australia

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Verified Customer

Appalling customer service

1 out of 5, reviewed on Feb 16, 2018

I bought Oakley glasses with progressive lenses in December. I got an email saying the were about to ship single vision lenses. I emailed saying progressive then another email they were shipping computer lenses another email saying no. Then an email saying pay $80 more. I paid. Eventually I get the correct shipping details but Ray Bans with someone else’s prescription is in the package. I’m told to return them with proof of sending them before they will send mine out. I just got an email saying pay another $160. NOT HAPPENING and NOT HAPPY.

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Vision Direct Official

Hi Steve, I am terribly sorry to hear about this. It must have been so frustrating and I completely understand your frustration. We would love to get to the bottom of this and see what really ha... read more »

  • 2 reviews
  • 1 helpful vote
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Awesome delivery time and very nice glasses

5 out of 5, reviewed on Feb 15, 2018

I purchased some oakley eyeglasses with prescription on the 11th and somehow they arrived on the 15th. Overall very satisfied with the glasses as they look very nice and the prescription is perfect.

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Completely awful

1 out of 5, reviewed on Feb 13, 2018

I had been waiting a while after my stock 'confirmed notification' for my contact lense order and so called them to check what was going on. I have since been informed that 'stock confirmed does not mean they are confirming the availability of the stock' (i hope the irony of this is not lost on everyone else) and they have no idea when they will receive my order. They then said they would keep me updated. It is now a week later I have emailed and called upwards of 10 times. I have also been told that the manager will call me back, which has also not occurred. All I have been offered is 5% discount or the possibility of cancelling my order.... really terrible customer service. Also if you are unable to send what I have ordered then you should be emailing me not the other way around!

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Amy, I am terribly sorry to hear about the delay on your order and for the kind of service you received. I completely understand your frustration and would also feel the same way if I were in y... read more »

  • 5 reviews
  • 1 question
  • 2 helpful votes
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Verified Customer

Excellent Jimmy Choo glasses **so happy**

5 out of 5, reviewed on Feb 06, 2018

I was a little worried about ordering expensive glasses from this site after reading so many negative reviews but I also know that many people when happy do not think to leave a positive review so I went ahead and ordered anyway on Jan 20. I ordered a pair of Jimmy Choo JC107 which were listed on their site for much cheaper than anywhere else. But next to the delivery time it had a much longer wait than all the others but took the chance anyway. They said they were not in stock and would have to source them which could take 4-8 weeks but sometimes could take only 2. I wanted these glasses no matter what so decided the wait was worth it. Got the update Jan 25 to say they had sourced them and they were expected to arrived at their hub by Feb 22 for the lens fitting. Next email I got was Feb 1 saying they had been shipped by DHL and they would arrive by Monday Feb 5. Sure enough they arrived first thing this morning Feb 5, and they are amazing, cutest case & glasses I've ever seen, they even came with the original lenses in a bag. Customer service was amazing through out the whole process which only took just over 2 weeks for something I expected would take closer to 8 weeks. I also received my NIB rebate today so extra happy I was able to claim! Thank you so much Vision Direct!!

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Western qld

  • 2 reviews
  • 3 helpful votes
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Verified Customer

So disappointed

1 out of 5, reviewed on Feb 03, 2018

I ordered a pair of prescription sunglasses on the 7th January 2018. Online it says ships in 5-11 business days. I’ve waited and waited. I checked up with an email and was told my order would ship on the 26th January. Sure enough it shipped I eagerly opened the tracking only to find that they have just left HONG KONG! I guess I’m going to be waiting a while longer yet.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Kym, We are glad to hear from you and our apologies for the wait. Please be advised that we have several logistics facilities located in Hong Kong, Italy, Germany, Australia and the US. We shi... read more »

Verified Customer

Beware of this company

1 out of 5, reviewed on Feb 02, 2018

I ordered a pair of Ray-Ban glasses. I wanted to upgrade the lenses to thinner one than in my original order, and it was at the same time when I uploaded my prescription. I was happy to pay any extra charges as I was aware that it would be more expensive. I've been told they can't find my transaction and I have to send a proof of payment. I even had to contact with PayPal to make sure that the transaction went through. This has been going on for a month and we are going around circles, same thing: the accounts department cannot find my payment (however they were able to find it once...).
I paid via PayPal (thank goodness) so as PayPal has a customer protection payment recovery in place, hopefully I will be able to recover my transaction. It seems to me that they use this as a stalling technique. It makes me wonder if this is a legit company or a scam? Taking payment but no service in return... I'm amazed.
I suggest to anyone ordering from this crowd, never use your credit card directly as you may never see your money back and you may never see the pair of glasses you ordered...

Was this review helpful? Yes

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Vision Direct Official

HI Illy, Thank you for your review. I am appalled to hear about what happened on your payment. Because we can trace payments as soon as its been received from our end by using the email address a... read more »

Got my order wrong

1 out of 5, reviewed on Feb 01, 2018

Got my order wrong. I sent it back at my expense. I asked for an exchange, then weeks later, I was given a refund instead. 2 months wasted without contact lenses.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Harry, I sincerely apologize for what happened on your order. I regret to hear that you received wrong order and that you have to send them back to us only to have a refund in the end. I compl... read more »

Melbourne

  • 1 review
  • 1 comment
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Verified Customer

'New' product discontinued but still advertised

1 out of 5, reviewed on Jan 28, 2018

After much research I ordered designer frames from Vision Direct as their price seemed good and I was eligible for a rebate from my private health insurance because the company claims to be Australian based. I phoned Vision Direct (who certainly did not appear to be in Australia) to confirm my purchase and was offered an additional 5% discount as a first time customer. My order was processed, the payment was debited to my credit card and I received confirmation of my order. A week later I was advised that the item had been discontinued. (Note this is a NEW product and available from all stockists) I was given no explanation as to why my order was accepted in the first place and also noted that the glasses I ordered still appeared on the website as a 'New' product and were available. I have cancelled my order, am awaiting a full refund and will never order from this company again!

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Tina, I can't express enough how sorry I am that we were not able to fulfill your order. Please know that we don't have any intention of misleading anyone and I am so sorry that you think other... read more »

Order number VD0233344903G Please confirm that refund has been processed. What I cannot understand is why you were able to update the price on your website (2 price increases from when I first loo... read more »

Vision Direct Official

Hi Tina, thank you for providing your order number. Our Service Manager will be in touch with you shortly regarding your refund follow up. We sincerely apologize once again that we were not able to... read more »

  • 1 review
  • 1 helpful vote
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Like every other review...stay away from this company!

1 out of 5, reviewed on Jan 26, 2018

Three weeks after placing my order I am now told that the company is waiting on stock from the supplier. Interesting to hear that after receiving email confirmation within days that 'stock confirmed' Like everyone else who has posted...I was offered a pathetic 5% discount? NO thanks...as if I will ever purchase again from this company.
The 5-11 day shipping they advertise on their website is a joke. 3 weeks later I'm still waiting to be told where my order is..

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Hi Ozsaltydog, Thank you for your review and we sincerely apologize if we were not able to fulfill your order within the expected time frame. For us to further assist, please kindly check the pri... read more »

Sydney

  • 1 review
  • 1 comment
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Terrible customer service attitude

1 out of 5, reviewed on Jan 22, 2018

My order was sent to the wrong address, then I was told I had to download, complete, scan and return a PDF claim form so they could 'investigate' the loss. As I didn't have access to a printer/scanner so this cost me time and money, but there was no compensation offered despite this being their mistake in the first place. Eventually, after 40 days, I was finally given a refund. Appalling attitude, definitely would not shop here again.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Swanee, We are glad to hear from you and our sincerest apologies for what happened on your order. Please know that although this delivery issue such as lost shipment is also beyond our control,... read more »

I have already responded to your email and received an unsatisfactory reply. The Issue was not beyond your control, you sent it to the wrong addressee, and then, as stated, I was expected to meet y... read more »

Singleton, New South Wales

  • 19 reviews
  • 12 helpful votes
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Was worried after reading other reviews but needn't have been

4 out of 5, reviewed on Jan 22, 2018

So I made an order of some Ray-Ban sunglasses, I then found all these reviews and got very worried.
But while it took a few days for my shipping/tracking number to come through, the glasses arrived in less then 7 days after that! They came well packaged and in the correct RayBan case.

Was this review helpful? Yes

Fairfield

  • 3 reviews
  • 3 comments
  • 1 answer
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Verified Customer

Two terrible experiences, stay away

1 out of 5, reviewed on Jan 18, 2018

Final update: After just over three weeks and them sending me the wrong glasses, I receive an email saying it'll be 1-4 weeks before they have the glasses in stock. Cancelled order.
--
This is to keep it very very short. First time I order prescription eyeglasses on 29/7/17. Say they have them in stock but then after several emails asking about the status I get an email on 26/8/17 telling me that it's gonna be another 1-4 weeks before they have the frames, so god knows how long before they put the lenses in and ship them to me. Eventually, after being offered a paltry 5% discount, I cancel the order on 31/8/17.

Second time, I spot a pair of sunglasses on there. They say they have them in stock so I order on 26/12/17. I receive a "Stock Confirmed" email on 2/1/18. I don't want prescription lenses in them so I figure it's OK and going well. Then on 8/1/18 I receive a "Delayed" email. Magically, on 10/1/18 I receive a "Shipped" email, and the glasses are there by the 12th! Yay! Except they sent me a random pair of eyeglasses that I didn't order. Not only this, they now won't send me the sunglasses that I did order until I ship the ones they sent me back, and to add insult to injury I have to pay for the postage and send them evidence of it to be reimbursed.

Insanely bad company with clear logistics problems and clearly overworked support staff who are trying to do their best for a shoddy company. The money you save you'll probably waste with extra trips to the post office or emailing them to chase up your order. Don't bother, wait for a sale somewhere decent.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Nikosss13, Thank you for your detailed feedback and I can't express enough how sorry I am about your shopping experience with us. This is not the type of service I expect you to receive. It mus... read more »

Short of sending me back the interest you made with my money for the 60 odd days these events took place over, there's no need to talk to you guys anymore. The only reason I'm replying is to ensure... read more »

Vision Direct Official

Hi Nikosss13, I completely understand if you no longer want to talk to us but we sincerely hope for your cooperation in order for us to resolve the concern. I'm afraid without any information regar... read more »

See all 6 comments
  • 8 reviews
  • 2 answers
  • 10 helpful votes
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Verified Customer

I'm very happy with them - would order again

5 out of 5, reviewed on Jan 17, 2018

There's a lot of negative reviews here, but I can't say that I had the same experience. I'm not sure what people expect from a discount online store. My glasses arrived within 2 weeks of ordering, and this was even during the Christmas/New Year period. The frames needed adjusting, which was fine as I just visited one of their partner stores and they were able to assist. I'm also pretty happy that they have a provider number, so I was able to claim through my health insurance. I would absolutely order through VisionDirect again!

Was this review helpful? Yes

Sydney

  • 1 review
  • 2 comments
  • 2 helpful votes
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Do not trust this company!!! Scam artists

1 out of 5, reviewed on Jan 11, 2018

ok, I bloody wish I had done my research on this company more so before I made a purchase. Same as most people on this page, money taken, get an email advising that they couldnt identify my card so I had to send through ID (dodgy) then was told item will be received in 5-10 bis days. Then a few days later was told the item was out of stock, so at this point I am raging! Then I was told attempted delivery had been made which isnt true, now Im going to be seeking consumer affairs assistance to get my money back. I also have a massive blog & insta followers where I will be hanging this dodgy company out to dry!! I hate companies that take advantage of people like this!

My lesson, stick with trusted Aussie sites. Ill be buying from the iconic, was $50 extra for my glasses but at least I can guarantee they're real and I can have them buy tomorrow.

UPDATE: ordered from iconic, coming later today. I also went to ACCC and lodged a complaint. I highly recommend others do the same.

2 people found this helpful, do you? Yes

Comments
Vision Direct Official

Hi Maddie, Thank you for the feedback and I would first like to apologize that your payment got flagged by our payment gateway. I completely understand your frustration and I am terribly sorry ab... read more »

I have someone on your facebook messenger team working on a refund, but not quick enough.

Vision Direct Official

Hi Maddie, I am glad to hear that our Facebook team is already in correspondence with you regarding this concern though my apologies if the process was not quick enough for you. I'll follow this ... read more »

See all 4 comments
  • 2 reviews
  • 3 comments
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Same as most recent reviewers

1 out of 5, reviewed on Jan 10, 2018

Well I have the same story as so many lately. Ordered oakley frames with prescription lenses on the 15/12/17 and got confirmation email 5 days later saying stock confirmed. 31/12/17 stock delayed. 02/01/18 out of stock so Changed to different frames "apparently" in stock and sent to lab for lens fitting. "This process takes 3 to 7 days to complete" not the 1-3 days quoted on the website for lenses. No update since then.
Will not buy from or recommend Vision Direct to anyone anymore.

Was this review helpful? Yes

Comments

Update : The glasses arrived yesterday. Postage was actually quite quick. Anyway, the lenses supplied are terrible. They are only clear in the very centre of the lenses and if I look anywhere off c... read more »

Vision Direct Official

Hi Valued Customer, I am so sorry to hear that the item you received did not meet your expectations. If your lenses are Progressive lenses, we use free form technology which renders the sides of ... read more »

Order number VD0232345203G
I did not order progressive lenses.

See all 5 comments

Melbourne

  • 1 review
  • 1 comment
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Now out of pocket

1 out of 5, reviewed on Jan 10, 2018

12 Dec 2017 - Placed an order for frames valued at AUD$210
26 Dec 2017 - Received an email confirming frames were in stock, and should be shipped on 1st Jan. With this confirmation, I bought lenses specifically for the frames through a different company (which were delivered in 3 days).
1 Jan 2018 - Received an email stating the frames are delayed and will take 1-2 weeks (contrary to the website's 5-11 day delivery times)
3 Jan 2018 - Received an email advising the item is discontinued (3 weeks after my original order)

I have now wasted 3 weeks waiting for nothing - I have asked them for a call back multiple times to discuss the issue, but have only heard from them via email.

After 3 weeks, not only am back at square one without frames, but I am now out of pocket for lenses that are useless. Vision Direct had the audacity to offer first a 5%, then a 10% discount on another in-stock item. Greedy and utterly insulting! .... and they still haven't removed the frames from the website!

Will never purchase anything from them again - STAY Away!

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Sunny, Thank you for this feedback and I'm sorry that you had to go through this situation. This is not the type of service I expect you to receive. It must be very frustrating and I can compl... read more »

Order # - VD0232535803G

Vision Direct Official

Hi Sunny,

Thank you for providing your order number.

Our Service Manager will be in touch with you shortly for further assistance.

Kind regards,
Ben

Still waiting for purchase

2 out of 5, reviewed on Jan 08, 2018

I placed an order for a pair of Miu Miu MU02SS sunglasses on 20 December 2017 and the VisonDirect website stated that this item would ship between 5-11 working days. However, I received an email on 24 December saying that the item of was out of stock and would take 1 to 4 weeks to restock. I think it's misleading to advertise products in this way - VisionDirect should say on their website whether the item is in stock in their distribution centre before charging customers for an item, or at least say that there could be delays in sourcing items from their supplier.

I have since received emails to say the stock as been confirmed with the supplier, then further emails to say there is a delay in restocking the item. If I had known that it would take this long to purchase an item through Vision Direct, I would have purchased these sunglasses elsewhere. I'm starting to worry that they will never turn up.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Ruth, I am so sorry to hear about the delay on your order. We don't have any intentions of misleading anyone but I completely understand your frustration. Our sincere apologies once again for t... read more »

Perth

  • 9 reviews
  • 2 comments
  • 1 answer
  • 1 helpful vote
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Still waiting for prescription sunglasses

2 out of 5, reviewed on Jan 07, 2018

Ordered some Oakley Holbrook Sunglasses (prescription) just under a month ago. Still waiting for them. Can’t fault the price and build (ordered from here before), but can’t help but be a little disappointed. It specifically says ‘ships within 5-11 working days’, but here I am still waiting. My order update today was ‘your item is delayed’. I emailed customer service and they said they needed to source it from their supplier ‘like it says in our website’ - sorry I looked again then and didn’t find it. My whole point is they should let you know before you buy if there’s going to be delays, not after.

Was this review helpful? Yes

Comments
Vision Direct Official

Hi Joe, Thank you for your feedback and I am so sorry to hear about this unusual delay on your order. I can assure you that all our fast shipping items are picked up for shipment the same day. Onl... read more »

Thanks Ben, can I suggest you add ‘out of stock’ or some kind similar notice for future customers who may not be aware of such delays. I simply would have bought a different brand of sunglasses if ... read more »

Vision Direct Official

Hi Joe, Your feedback is much appreciated. Rest assured that this will be forwarded to our upper level management. Of course our goal is to provide best service and product offering to all our cus... read more »

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1 of 106 pages


Questions & Answers

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

Is visiondirect.com.au an authorized Maui Jim retailer? Can you provide evidence?

bigmac928 asked on Oct 30, 2017

Answer this

Hi Valued Customer,

Thank you for contacting us.

At the moment I'm afraid we are not an authorized Maui Jim retailer but I can assure you that our suppliers are. We source our items only from the official distributors of the said brand.

Any further questions, please feel free to let us know.

Best regards,

Ben
Vision Direct

See all 35 questions about Vision Direct