Conways of Oxford Reviews 17

I wanted to like Conways. My initial experience was genuinely promising – Morgan was attentive, helped me find frames I loved, and even told me she'd let me know when a specific pair (ordered by another customer) arrived so I could try them before delivery.

She never called.

Over the following weeks I chased by phone – multiple times – and then by email. None of those emails were replied to. When I finally got through to someone and explained my frustration, I was told the frames had already been handed to the other customer. No one had thought to contact me.

What made it worse: Morgan was apparently in the background during that call, had every opportunity to speak to me, and chose not to. I was told she'd call me back at a set time that afternoon. She didn't.

I've since found the same frames at an optician in London – a completely different experience from start to finish. It cost me time, travel, and a lot of unnecessary searching.

I'm not writing this out of frustration. I'm writing it because I was a ready and willing customer, and the follow-through simply wasn't there. For a business that clearly has people who know their product, that's a real shame.

Really knowledgeable staff. Excellent service and very friendly and helpful. They go above and beyond.

After trying a national high street optician, with adequate, but not outstanding, results, because at the time Conways were not able to offer NHS eye tests free of charge, I was glad to return when they were able to do this again. Although some reordering of the premises to accommodate the testing equipment has been necessary, the shop is still welcoming and attractive. And they can now offer extra high-end testing to check on the health of the eyes, which I found reassuring. The personal attention and genuine interest in the customer's needs is welcome. Their wide range of frames is designed for all personalities and great trouble is taken to offer a selection to suit the customer.
Perhaps it is worth saying that I first went to this shop when it was Gardiner's Opticians, over 50 years ago when all the records were kept in wooden filing drawers! The care and service offered then and by Conways has been a reason for many of us to stay loyal to them.

Everyone at conways has been so kind and helpful- would highly recommend.

I have been going to Conways for a number of years and I have no complaints! I needed new spectacles as a patient at the Eye Hospital and as my sight deteriorates I will need further tests and new spectacles. My most recent pair were held up by a machine fault but the manager made sure I had some new spectacles for an important visit to the Hospital.

3 and 1/2 months and NO glasses. This pales into insignificance compared to some, it seems.

I can tolerate issues with suppliers or mistakes but the lack of clear communication, excuses and ignoring messages was the final straw so after all that time, I picked up a pair of frames with no lenses and cut ties.

In truth, the frames didn’t look like they’d ever been attempted to have their prescription fitted either.

Avoid - it’s a shambles and no way near the level of service you should expect when paying premium prices for frames. I’m all for supporting independent business but this is an example of a badly run that fails drastically at the basics.

Save yourself the headspace, go elsewhere…

I have dealt with Conway's for nearly 20 years and their professionalism and service always has been (and still is) second to none. Nothing is too much trouble and they put customer service before profit every time. My most recent experience was when I lost my glasses in a wood and then found them, somewhat dishevelled 6 months later. I took them into Conways where I expected Megan to pronounce them unrepairable. While I waited, Megan worked her magic and made them nearly as good a new. 'How much do I owe you', I enquired, 'nothing' came the reply. Customer service above and beyond.

I endured 6 months of frustration with Conways. 3 sets of wrong lenses, an ill fitting frame, a fourth lens and frame delayed due to a “damaged grinder”! Plus multiple delays and implausible excuses. Enough was enough and got a full refund. Nevertheless after all this wasted time I had no functional glasses. I went to another Oxford optician (David Spicer) and within 6 days, I had frames that fitted and lenses that worked. Their approach was fundamentally different: precise measurements of both position of my eyes and the suitability of the frame and good communication. They were efficient and patient focused. I now have glasses that work and this highlights just how bad it had been throughout my contacts with Conways. A tale of two fundamentally different opticians!

It’s a pity I can’t give 0 stars! Took over 6 weeks to make a single pair of very expensive glasses. Repeated promises that they would phone me without a single phone call. I went into the shop on numerous occasions only to be lied to again and again. Was offered a pair of free reading glasses to apologise. After a month they were ready but the lens was “incorrectly positioned” so couldn’t use them. They sent them off after another two months I want to collect and yet again they are completely unusable. Basically this is an optometrist that cannot make glasses! I have just taken the unusable reading glasses and will get some professionals to make lenses for them. Especially at the price, a total scam!

Friendly, knowledgeable, approachable staff. You feel in safe hands and that they know what they are talking about. Great place, especially following the revamp!

The shop sells some unique and well-designed frames that are not commonly found in other opticians particularly in Oxford area. The eye test is always done in a very thorough and highly professional way. These were the main reasons that I chose to have a new pair of glasses by Conways in Oxford. However, the entire experience was spoiled by two serious things. 1) Prices were agreed in good faith without a proper quote or invoice. Many of the frames were not priced at the time. Due to lack of any written agreement on the prices and total costs, I ended up paying more than agreed. But I accepted because I liked the new glasses very much. I would suggest the shop improving by having a clear and transparent pricing system. Some of the frames are apparently charged more than the listed prices from the manufacturers' website. 2) The waiting time was far too long. It took nearly 8 months to have the new glasses ready. There were all sorts of excuses to keep you wait. Conways is an independent optician and I would like to see it grow and prosper. But the shop definitely must improve their service particularly in pricing and in time keeping.

My glasses were badly broken following a fall on defective Vale of White Horse District Council paving. Conway's cleaned up the lenses and provided a new frame (the old frame was not repairable, although they tried) efficiently, quickly and, cost effectively.
I found all the staff very helpful and pleasant (especially Morgan who carried out the repair).
[btw as far as I know I am not related to the Conways of Oxford.]

I've been a Conways customer for about 40 years and have always found them excellent. All the people I have seen over the years have been meticulously professional, experienced and with a great personal touch. Conways has the best collection of frames you could imagine, so there is something to suit everyone, and the advice is invaluable. They really care.

Great opticians: really experienced, friendly, welcoming and efficient, with a beautiful new refurb of the premises.
They have a brilliant selection of frames with unusual and quirky ones, not just the standard black and tortoiseshell versions. Morgan is great at picking out the best specs, based on face shape and personality, so I’m really pleased with mine. It’s great to have a small business that can provide such high-quality personalised care.

Very kind owner fixed my glasses in a few minutes.

Professional, efficient and friendly - highly recommended. Feel like you’re in excellent hands.