Verified Customer

Misleading and False shipping information

1 out of 5, reviewed on Oct 22, 2018

The website very clearly states, for contact lenses, 2-3 days to ship and 2-3 days for courier to deliver to NSW. After two days, order was still being processed so I called their customer care. The customer care agent stated that it is actually 5-14 days to deliver an order. This is more than double the stated time on the website.

The agent just kept making excuses, stating that the order was coming directly from the manufacturer and that there was nothing they could do and then proceeded to try and explain to me the logistics of the order and why it takes so long. None of it made any logical sense and was more just an explanation of their processes. When I mentioned the websites shipping info, it was simply an apology and "thank you for understanding".

This company is most certainly not to be trusted and their prices aren't even that good! A couple dollars cheaper than the competition but with terrible SLA's and misleading practices.

SHOP ELSEWHERE!

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nsw

  • 6 reviews
  • 3 helpful votes
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Verified Customer

Don't waste your time

2 out of 5, reviewed on Oct 21, 2018

I don't think I'll buy something else in this store again. It wasn't a good experience.
The store cancelled my order because I rejected to give them my passport details or pay again by PayPal instead of credit card.
The good news I got my money back in a few days.

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Fast service and great range of products

5 out of 5, reviewed on Oct 17, 2018

Ordered sunglasses on weekend. Arrived mid week. Very quick order/delivery - honestly surprised
Glasses exactly as selected - could not fault the service at all
Actually after ordering, i was concerned by latest negative reviews, but complete opposite ocurred.

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Sydney

  • 3 reviews
  • 3 helpful votes
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Verified Customer

Over promise but under deliver

1 out of 5, reviewed on Oct 16, 2018

I give 1 star for competitive price point and the politeness of live chat staff. However should I saw the reviews here prior I wouldn't make a purchase from Vision Direct. The timeline to complete customer feedback is irrelevant. Customer gets an email to complete feedback form 1 day after placing an order. Customers don't even get order status by then.

I placed the order on 03/10/2018 as the website indicates that the item was 'In stock - Ready to ship'. The website advertises that shipping and delivery time is 'Same Day Shipping'. My order confirmation email indicates that the order status will be updated within the next 3-5 days. This did not happen either. After 5 days of nothing, I contacted live chat who advised that my item won't reach the distribution centre until 19/10/2018 and I have to allow additional 5-11 working days for shipping.

Vision Direct cannot generate an invoice for health fund debate until the item is shipped either.

*UPDATE*
Today, 15/10/18 I received an order advising that "There has been a delay in restocking this item. It may take 1 to 2 weeks before arriving at our distribution centre.". Great...

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Comments
Vision Direct Official

Dear Customer, Our apology for the delay in the fulfillment of your order. Kindly send us message providing your Order Details and we will immediately look into this matter. You can also send an ... read more »

  • 1 review
  • 1 helpful vote
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Avoid this company

1 out of 5, reviewed on Oct 15, 2018

I viewed the website and liked the range of frames then visited Melbourne store to try some on, not one pair of the 10 models I had hoped to see
The website looks good but the reality is far from it
Don’t waste your time go to OPSM

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Dear Customer, Thank you for your review. We are very sorry that you were disappointed with your visit. We have more than 80.000 products on our website and unfortunately, we are unable to have i... read more »

  • 2 reviews
  • 1 helpful vote
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Vision direct worst ever most useless company

1 out of 5, reviewed on Oct 12, 2018

They simply take your money, make excuse after excuse and tell lies. I caught them out several times. They think you will believe anything.

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Dear Valued Customer, Our deepest apologies that your shopping experience with us had been unsatisfactory. We would love to see what happened and resolve this concern as efficiently as possible.... read more »

Brisbane

  • 1 review
  • 2 comments
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Awful customer service

1 out of 5, reviewed on Oct 03, 2018

Their customer service beggars belief. I ordered contact lenses and I had to chase for the delay with order status. then the parcel was lost in transit which was Australia Post's fault. To help solve the issue, Australia Post wanted them to provide details of the package and/or submit a compensation. I tried on numerous occasions through online support and email to get them to contact Australia Post to try to resolve the matter. I was told 3 times that logistics would look into the matter and contact me via email. Nothing. I contact Australia Post, they tell me no one from Vision Direct has contacted them. When I finally get a reply, I get told that to wait for it to be delivered! This is almost a month after it was sent from Melbourne to Brisbane! I had to again point out that the parcel was lost and that they needed to contact Australia Post. At no point did Vision Direct take any steps to rectify this at any level. Instead, they've been dismissive. They have my money but I don't have any contact lenses. I will not be using them at all in the future.

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Comments
Vision Direct Official

Dear Andrew, Our apology for what happened. Kindly let me know the Order Details so we can follow up the case for you immediately. You can send us a private message here with your Order ID or sen... read more »

Feel a bit like Stuart where I've given order id a few times, but I've emailed it again anyway.

Vision Direct Official

Dear Andrew, We apologize once again for the inconvenience but can you provide us your order number here or through private message? Unfortunately since we don't have your email address, we don't ... read more »

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Port Pirie

  • 1 review
  • 1 comment
  • 1 helpful vote
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Worst company I have dealt with by a mile!!

1 out of 5, reviewed on Sep 30, 2018

Purchased a pair of sunglasses to be told a week later they were discontinued. Asked for a replacement pair and 3 days later still waiting to hear back

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Dear Stuart, Thank you for bringing this up to our attention and I am so sorry to hear about the discontinued status of your item. Please kindly send us a private message with your order number o... read more »

I have sent you emails with order details and have had no response after 5 days. Why should I expect to hear back from you now.

Vision Direct Official

Dear Stuart, I understand that you are not happy with your online experience with us. I hope that you can give me the details of the Order so I can look into this matter immediately and see what i... read more »

Verified Customer

The worst of the worst. Don't buy from this people!!!!

1 out of 5, reviewed on Sep 29, 2018

Terrible horrible people working online. They do not wish to help but take my money and not offer any help. Did not offer any replacement based on their mistake. Kept saying i opened the pack of lenses so no refund. Kept saying i should have known and i should not open the box.
Wrote to the service manager but did not reply. The same sales person kept writing back to me saying silly things that make her look stupid that Meldeane.
DO NOT BUY FROM VISION DIRECT!!!!!!!

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Comments
Vision Direct Official

Dear Jackie, I regret to hear that your shopping experience with us had been unsatisfactory. We would like to check what happened on this case thus if you can send us a private message of your or... read more »

  • 2 reviews
  • 2 comments
  • 2 helpful votes
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Verified Customer

Terrible & Slow - An Absolute Joke

1 out of 5, reviewed on Sep 20, 2018

Probably the worst online service I have received. Two weeks after ordering a pair of prescription glasses I was advised that the glasses were discontinued. I was then asked to select another pair, which i did. I then received a number of requests for further information over the following days. So it now looks like it will be around 6 weeks from ordering glasses to receiving them... absolutely terrible!

1 person found this helpful, do you? Yes

Comments
Vision Direct Official

Dear Andrew, We are sorry for what happened to your order. We would like to check it for you and see what is causing the holdup. Kindly send us a private message with your Order Details. You c... read more »

You have my order derails

Vision Direct Official

Dear Andrew, Thank you for your response. Unfortunately the Order Details is not provided to us. Using your information on this post we can only see your Name and Initials. To move forward, plea... read more »

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  • 1 review
  • 2 comments
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You'll wish you shopped elsewhere

1 out of 5, reviewed on Sep 17, 2018

The warranty claim process is difficult and time consuming with everything explained after the fact.

My glasses started falling apart after having them for less than a year. I contacted Vision Direct with photos at the end of August and after a couple of days they wrote back asking for the product code of the ones I wanted as a replacement and my latest prescription. It seemed like it would be an easy and hassle-free warranty claim like they promoted. However, that couldn't be further from the truth. In addition to providing a poor quality product, some of the little gems I have encountered with Vision Direct:
* Delayed responses/not returning emails in the time frames promised
* Despite having photos of a pair of glasses that were falling apart, requesting that I post my glasses back in their original condition in order to obtain the replacement pair - causing additional delays while I clarified that I should not be required to do this
* Insisting that they need to be in receipt of the faulty product before they will post out the replacement, despite me saying that they were the only glasses I owned with my current prescription and needed them for work and to be able to legally drive. Then after I posted them back finding out that actually only start the process of fitting the lenses after they receive the broken pair - extending the time without a suitable pair of glasses even longer.
* Last Wednesday, after not receiving an update within the 24 hour time frame promised to me, I chased them for for an update. The next day I received a response asking why I hadn't paid an extra $165 to them - apparently the price of the replacement glasses had increased somewhere in the time between me requesting them and Vision Direct finally processing that request. Not only was this the first time I had heard anything about paying additional money, but the replacement pair were actually cheaper than my original pair at the time I chose them. I asked them to honour the price the glasses were advertised for when I chose them but 4 days later and I am still yet to have a response.

I wish I would have stuck with OPSM, not only have their products always lasted many years, but they would have organised my replacement pair while still allowing me to use the pair with my correct prescription (walking around looking like a fool with your glasses sticky taped together is still better than the headaches received from wearing the wrong prescription). In addition, I would have received the replacement pair by now - before Vision Direct have even posted theirs.

I would only recommend this company to people who don't need their glasses to actually see, so that it is not such a problem to be without them for 3 weeks should they encounter a problem. Even then, the level of frustration you will encounter while guessing what happens next in the warranty claim process is probably not worth the cheaper prices.

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Comments
Vision Direct Official

Dear Customer, Thank you for taking the time to review us. We are sorry to hear that your experience with us hasn't been perfect. The slow communication is not usual and now our standard. We wil... read more »

Update: i wrote to Ben on 19 September with my order details as he requested and I have heard nothing further from him. I am now chasing the full refund I originally requested (and am entitled ... read more »

Vision Direct Official

Thank you for your response. In order for me to look into this matter further, please let me know the Order Details. You can send us a private message with your Order Number or email address used ... read more »

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  • 1 review
  • 2 comments
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Very poor service and communication

1 out of 5, reviewed on Sep 09, 2018

Very difficult and time consuming purchase. Online prices when you got to the checkout were different to quoted price. After many emails back and forth this was not fixed. Customer service promised many things and did not fulfill any of them. Delivery time was much longer than the time stated. Will think twice about ordering from them again.

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Vision Direct Official

Dear Tam, Thank you for sharing your experience with us. Our apology for what happened to your order. The prices will reflect on the review page prior to checkout. All the information is provided... read more »

Two weeks after ordering contacts and I’m still waiting for delivery. Refund of shipping cost promised have not happened.

Still waiting for delivery of contacts and emailed numerous times and phoned 3 times for a manager to call me regarding this order and no one does!!!!

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Avoid at all costs

1 out of 5, reviewed on Sep 03, 2018

Three weeks wait for new lenses, and then they only send one eye. So a two-eyed person with different prescriptions has to wait another three days. This means nearly a month from ordering to delivery. Despicable service. Liars on the phone saying delivery is imminent. Do yourself favour and shop elsewhere.

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Vision Direct Official

Dear Customer, We are sorry for the delay in the fulfillment of your contact lenses order. This is odd as we always make sure to deliver orders on time and complete. We will check this for you an... read more »

Dont Buy from VisionDirect

1 out of 5, reviewed on Sep 03, 2018

Website advertises 3-5 day delivery. Even in searches this quick delivery is emphasised.
Thought I would try this company as they were also offering some good prices.
Ordered and got confirmation immediately but with a message saying we will update order status within 3-5 days. . Spoke to an online chat representative and only then understood from them that 3-5 days simply to advise when delivery will take place...
Still didnt get any delivery info after 3 days - so reached out again. Then told it will take a further 2 weeks just for them to get the lenses and then additional processing and shipment to me.
What is advertised as 3-5 day delivery is closer to a month than to 5 days.
Unless you are willing to wait a long time dont buy from this company.
Now waiting for my refund. Hope that doesn't take a month.

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Vision Direct Official

Dear Rob, Thank you for your feedback. The processing time of the item depends on the availability. However, we always strive to fulfill the order at the soonest possible time. We will loo... read more »

DON'T BUY & WASTE YOUR MONEY

1 out of 5, reviewed on Aug 29, 2018

Received sunglasses, they were marked, contacted Vision Direct via Email, said they would refund 10% that never happened. Now the arm has fallen off, don't buy sunglasses from these guys just go to the $2 shop. Probably get yourself a better deal.

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Vision Direct Official

Dear Kylie, We sincerely appreciate your feedback and we regret to hear about what happened on your order. In order for us to further check and assist, please kindly provide us with your order nu... read more »

Can`t get any better, exactly what was described and very good customer service

5 out of 5, reviewed on Aug 22, 2018

8 days ago i orderedd Persol PO0714 Folding Polarized-24/57 sunglasses and they arrived this morning ( free shipping and tracking). Vision Direct was the only place in the world who stocked them and how many pairs they had in stock plus at the best price i could find online. Very Happy Martina

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North Avoca NSW

  • 2 reviews
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Buyer Beware

1 out of 5, reviewed on Aug 21, 2018

Online in the past I have purchased many frames and twice with prescription lenses. Recently my last purchase had a faulty right arm wing and cannot be repaired. Vision Direct will not honour the warranty. The right arm wing just fell off my ear. No damage by anyone! OPSM who fitted my expensive translucent bifocals informed me had I bought the frame from them would have honoured their warranty. STALEMATE I will now always buy directly from a reputable eye retailer.

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Vision Direct Official

Dear Customer, Firstly, we are sorry for what happened to your order. Our Service Manager will review your case and make sure to provide the best resolution for you. Kindly reply our Private mes... read more »

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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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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1 of 111 pages


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