Ace & Tate Reviews 3,032

I visited Ace & Tate in Oxford last week while on vacation in England. I was assisted by Stan, who gave me excellent advice and helped me choose a beautiful pair of glasses that I’m very happy with. What stood out to me the most was the friendliness and warm customer service. I immediately felt welcome and understood, which made the whole consultation process smooth and enjoyable. Thanks to that, I was able to quickly find the perfect model for me.
Totally recommendation! Big thanks to Stan! :)

Coming back for my second pair of glasses! Thank you Ace&Tate Oxford 😘

Amazing experience from start to finish, the team are great here and super friendly and approachable. Special shout out to Rochelle and Alina they were so amazing

I’ve been a loyal Ace customer since 2019, purchasing 5-6 pairs of glasses with initially excellent experiences. However, service quality has drastically declined.
During my recent visit, my lenses were damaged but still under warranty—however, the warranty didn’t cover the damage. I was told lens replacement (£170+) doesn’t qualify for a “free eye test with purchase,” my frames were deemed “too old” to reglaze so I’d need to buy everything new, and same-day service is no longer available for my prescription, though I had it in the past. When I asked for any accommodation as a loyal customer, the manager flatly refused. To top it off, while I was visibly upset about the costs during checkout, staff still tried to upsell me.
I left feeling so poorly treated that I canceled my order at home. I’d rather pay more elsewhere than continue with a company that no longer values its customers. Very disappointing to say goodbye to my beloved Eleanors after years of loyalty and recommendations.​​​​​​​​​​​​​​​​

My second set of Ace&Tate glasses. The quality is brilliant and good value. Staff in the Leeds store - Alina in particular- were amazing. Highly recommend.

The experience was truly delightful, offering a seamless process from start to finish. The pickup was incredibly convenient, saving time and effort. Alina at the Leeds city center location provided an exceptional service with a friendly demeanor. The entire experience was a testament to excellent customer service. I would gladly return for future needs.

I have visited the Oxford branch and I was impressed by the team. They helped me to choose and narrow down the options.
I love the frames and the fashion design of sunglasses.
And the team is always helpful and friendly. Especially Stan, who spent all the time I had in store with me.
I am definitely returning to Oxford branch.

Always a great atmosphere, and very helpful and friendly staff!

I’ve been a customer since 2017, but after my frame was replaced in July, rust spots reappeared within two months under the plastic sleeve at the temple tip by the ear. This material defect was dismissed as 'oxidation from external influences'.

Rather than recognising the statutory warranty and the legal presumption that the defect existed at the time of delivery within the first twelve months, the blame was shifted to alleged misuse.

Disappointingly, despite an employee in the store acknowledging quality issues and a change of supplier, the case was labelled 'not a warranty matter', with only an €85 discount on a replacement or an upgrade to titanium offered.

This is neither customer-oriented nor trust-building, and after experiencing the same issue again so soon, it is simply unacceptable.

I was treated with care and had an exceptionally professional appointment.

Gotten like 3 or 4 pairs of glasses from them over the years, and the quality and value have remained great. From eye tests to selections to final products.

I’ve been a loyal Ace & Tate customer since 2019. Back then, I bought their most affordable pair (€95) and was very happy with the quality — including how thin and well-made the lenses were.

Fast forward to 2025: I went back for a new eye test and ordered new glasses, this time choosing their most premium “Supreme” lenses (€235), which are advertised as thinner and better quality. I expected an upgrade.

When I picked them up, I was shocked — the new lenses are twice as thick as my old ones, even though my prescription hasn’t changed. I went back to the store, and even the staff were surprised. They compared both pairs side by side and confirmed the thickness looked off. After removing the lenses from the frames, they said it was due to how the new ones were cut — thicker on the outside edges and thinner inside.

What’s worse, the salesperson explained that back in 2019, Ace & Tate only offered “the best” lens option — meaning my old €95 pair already had what’s now considered the “top” version. In other words, despite the higher price and fancy naming, the current “Supreme” lens is no better — arguably worse than what they offered years ago.

Really disappointing to see a brand I used to trust introduce confusing “tiers” while lowering quality. I ended up paying more for a worse result.

I returned the new glasses.

The perfect glasses!
Since I bought them I see better than ever. Even better than Rayban, Montblanc or any other brand.
Trust these guys, they are amazing!

I became very myope during my studies, that’s why I needed glasses. Furtunatly Elna was so amazing! She was very professionally selecting the right glasses and very chique frames!
I am very happy again and feel safe when biking around!

Thank you Elna!

The staff is very young, although nice and professional. Highly recommended

I visited the Barcelona’s shop and the experience was amazing! 5 stars for the customer service

Top quality glasses, amazing service and fast delivery at an unbeatable price. What else could you ask for?

I’ve worn glasses since I was 10 years old. In over 20 years, I’ve never had a pair snap in half – until I bought from Ace & Tate.

In January 2024 I purchased Alfred Large frames from their Cardiff store. By August 2025, they had snapped clean in half across the nose bridge while stored in the protective case provided at purchase. No blunt force, no accident – they simply broke. For a brand that markets its frames as strong, long-lasting, and sustainable, this was a complete shock.

The manager did replace the frames, which I appreciated, as I rely on them for work and driving. But the way it was handled left me with no confidence in Ace & Tate. I was told (albeit “jokingly”) that I had to be “told off” for how I stored them. If the leather case they provide isn’t considered protective enough, why is a hard shell case an optional extra? At other opticians, a hard case is standard.

What made things worse was being told that this sort of break is “technically not covered” under their 2-year warranty – meaning replacement is left to staff discretion. That makes their warranty essentially meaningless. Specsavers frames I wore for years (including as a teenager, when accidents were far more likely) never broke once. Ace & Tate’s snapped in 18 months.

This experience shows that the brand’s sustainability promise – frames built to last, simply reglazed with new prescription lenses – doesn’t match the reality. When your glasses can snap in half under normal use, and the warranty depends on whether a manager feels like honouring it, the whole model falls apart.

I won’t be returning to Ace & Tate and would advise others to think twice. The products don’t live up to the marketing, and the customer service leaves you feeling blamed rather than supported.

This has been one of the worst customer service experiences I’ve ever had.

I bought a pair of day-to-day glasses and sunglasses from the Ace & Tate Cardiff store in May 2024. By July 2025, a film / coating began to lift and flake off from one lens on the sunglasses, affecting my vision. I only ever clean my glasses with Ace & Tate’s own spray and cloth, I wash the cloth regularly, I always keep my glasses in a hard-shell case when I’m not wearing them, and I’ve worn glasses for over 12 years without ever having this problem or any problem with any of the glasses I've had over the years from other providers.

When I raised the issue in-store, the first staff member (store assistant) was dismissive and accusatory, asking things like “did you buy them here?” and “do you use our spray?” in a tone that made me feel like she thought I was being dishonest or just trying to get a free pair. She couldn’t answer basic questions about what was happening (e.g., what was coming off, or whether UV protection was compromised as a result). None of the staff, including the store manager and the optician, seemed to have any idea what was actually happening, which is concerning. The manager later said it was “the polarisation coming off” - which doesn’t make sense, since polarisation is built into the lens, not a coating that can flake off.

I later went to an optician at a different retailer who immediately confirmed it was a coating failure and said if the lenses were theirs, they would have replaced them free of charge under warranty.

I raised all of this with Ace & Tate's head office, however they have repeatedly ignored the points I made and my emails. They sided with the store’s “extensive knowledge of Ace & Tate lenses” despite staff, including the manager and optician, having admitted in person that they didn’t know what was happening, blaming me for mishandling the glasses and claiming that I had scratched the lenses myself through poor care and caused this to happen.

They also claimed I must have exposed the lenses to harsh chemicals to cause this - when I had already explained I only ever use Ace & Tate’s own spray and cloth to clean the lenses. I don’t use hairspray or perfume, I rarely wear makeup, and the suncream I use is gentle and has never caused issues with any of the many other glasses I’ve owned over the years (including my Ace & Tate day-to-day glasses). I’ve also never left my glasses in a hot car or exposed them to extreme heat – they are always either on my face or in a protective case on my person because of my poor eyesight.

Furthermore, my day-to-day prescription glasses, cleaned and stored in exactly the same way, remain in perfect condition - something the Cardiff manager herself confirmed. Thus, Ace & Tate’s excuses don’t add up.

Meanwhile, my partner’s frames (bought Jan 2024) snapped clean in half at the bridge in August 2025 while sitting in their case in his pocket. The manager admitted this was “technically not covered” by warranty but replaced them as a “gesture of goodwill” - after joking she had to “tell him off” for using the soft leather case Ace & Tate provide. Other opticians give customers a hard-shell case as standard, but at Ace & Tate you pay extra for one, only to be told it’s your fault for using the case they give you.

The whole experience has clearly shown that Ace & Tate’s “2-year warranty” is essentially meaningless and subjective and applied entirely at staff discretion. Their brand promise of durable, long-lasting frames doesn’t hold up in practice, and their customer service has been patronising, defensive, and dismissive throughout.

I won’t be returning to Ace & Tate, and I would strongly advise others to think carefully before trusting them with their eye care as I wouldn’t want someone else to have the experience I’ve had.

Amazing experience! Cool glasses and people so so nice. Good relation quality-price.