Vision Express Opticians - Formby

Arrived early, but could see that the branch was busy, so prepared myself for an extended wait, but was happy to do so given previous good customer service. 20 minutes past after my appointment was due, went into the testing area, after I was sat down, the member of staff then began to start serving a queue that had formed whilst I was waiting. She served one person, thinking that someone would take over from her serving the queue, she would come back to me, I waited, even though it was nearly 30 minutes since my appointment had been due to start; but she then started serving a second person from the queue. This annoyed me, so politely informed the staff, that I was leaving and would reschedule online. I got a phone call after I had left apologising and making the offer that if I wanted to return, I could do so on a walk-in basis. The second time I visited the same store, I was taken in on time, after one gentleman's (staff) failed/strange attempt of engaging banter. The test was very uncomfortable, I had a pressure test done in my right eye twice, the examiner saying that the machine had malfunctioned. I was taken upstairs to another testing room, in which I was asked several robotic questions about my life, such as, what I did for a living, what hobbies I enjoyed; not part of a conversation, but more like a tick box/data gathering exercise. This in a room, a fair distance away (upstairs) from another other person, with a guy in his mid-40's (me), and a lady in her late 20's (examiner), alone, in today's modern world of allegations, I became very anxious. The test was extremely uncomfortable, borderline painful. The examiner took a prolonged time looking at the back of my eyes using a high-powered (LED) light. I understand some discomfort is needed for the benefit of the test, but this was too much and left me feeling ill/dizzy after I left the store. The examiner told me that I had the start of cataracts, given that I'm in my mid 40's I found that very surprising. After the test we went back downstairs to the "shop floor" to which I was handed over to another colleague, who immediately stated that she would be leaving for the day in two minutes, but would make a start with my frames and lenses. This set the tone, it had been three years since my last eye test, I'm not an expert, so I was hoping that someone would guide me a little bit. Instead, the member of staff was clearly not interested simply asking "what I was thinking". Halfway through trying to decide the frames, I was handed over, again, to the first gentlemen. He was much calmer now, as it was obvious by the smell that he had come back from a break involving a nicotine. As he hadn't been part of the conversation beforehand, and his "I'm leaving in two minutes" colleague had gone, he came across as a little confused and short with me. I asked the questions about the lenses, insurance options etc. I found a set of frames that were looked like my existing ones, paid for them, and then got out of the branch as soon as I could! I contacted the Vision Express Head Office, was told that I would get a phone call back the next day. I have had no return phone call in over a week. I took this to mean that VE didn't value me as a customer and started doing some online research and found that I could have a set of almost identical frames for PS35 cheaper, and the same lenses for PS15 less. With that PS50 saving, I purchased a second pair of glasses, different frames but same lenses, and have them tinted to use for driving. Still cheaper than buying just the one pair from VE. Went to store and requested a refund. Just before I was about to leave the store, he noticed that my card had not been credited but instead had been charged another PS121. It took three attempts to successfully refund my card. He was so embarrassed, he offered me the Vision Express glasses for FREE. I was a little startled by this but politely declined the offer. I encourage anyone reading to do your research, rather than settling for the norm, because it's easy/simple.

Excellent service and a warm welcome as soon as I walked in wasn't sure what I wanted but Denise your colleague made my choice very easy

Excellent customer service. Speedy process and also fixed old glasses for free. Had to be forced to take a tip for.my gratitude. Highly recommended

The staff in this shop are excellent, very helpful, friendly and knowledgeable. I have no hesitation in recommending Vision express Formby.

Very helpful staff but the wait time for lenses of almost three weeks is shocking at best.

What a fantastic experience - each time we visit Vision Express in Formby. Not only professional technicians, but most importantly kind, caring and understanding staff. Great choice of frames and sunglasses. But they have really taken me by their kindness with repairing my sunglasses free of charge! I got new lenses fitted into my frames in a minute. Sharon is a true shining star there! Thank you very much Vision Express Formby!

First class service lovely staff great value on designer frames

Very efficient and thorough assessment - glasses arrived in double quick time