Vision Direct  Reviews 112,403

Reply from Vision Direct

5 days ago

Hi Valerie,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand your frustration regarding the contents and packaging of your orders. This is not the experience we want you to have, and we sincerely apologize for the inconvenience caused.

We fully understand your concerns about receiving sweets with your orders despite previously requesting not to receive them. We also appreciate your feedback regarding the size of the packaging used for smaller orders and are sorry to hear that this has caused inconvenience, particularly with your letterbox.

Please be assured that your feedback has been noted and will be shared with the relevant teams for review. The Haribo sweets are traditionally included with orders as a small gesture of appreciation and a way of thanking our customers for choosing us. However, we completely understand that this may not be appreciated by everyone, and we appreciate you taking the time to let us know how you feel about it.

We also understand your concerns regarding packaging and environmental impact. Feedback such as yours is valuable and helps us identify areas where we can improve both the customer experience and our packaging processes moving forward.

At the same time, we are pleased to hear that you have been happy with the speed of delivery and that you have been ordering with us for many years. We genuinely value your loyalty and support, and we are grateful that you took the time to bring these concerns to our attention.

We sincerely apologize again for the inconvenience caused and appreciate your continued support and honest feedback.

Best wishes,
Vision Direct

Reply from Vision Direct

5 days ago

Hi R S,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and completely understand how frustrating and disappointing this situation must have been for you. This is not the experience we want you to have, and we sincerely apologize for the inconvenience, concern, and frustration caused.

We fully understand how upsetting it must be to receive confirmation that your order has been dispatched, while at the same time being unable to obtain any further updates regarding its whereabouts. We also appreciate how concerning it must have been to have paid for your order and then experience a prolonged period without any movement or clear resolution.

Upon reviewing your case, we can confirm that the tracking information showed only the initial dispatch update and unfortunately did not progress further. Our team actively investigated the matter and treated the shipment as lost in transit after confirming there had been no tracking movement beyond the original dispatch scan.

As we understand how disappointing this situation has been, and due to the unavailability of a replacement option, our team proceeded with a full refund request. We can also confirm that the refund has now been successfully processed. Please allow 3 to 5 business days for the funds to be credited back to your account, depending on your bank’s processing timeframe.

We sincerely apologize again for the inconvenience this has caused and understand your disappointment with this purchase experience. As a gesture of goodwill, we have also provided a discount code to your email which you may use on a future order should you decide to shop with us again.

Your feedback is extremely important to us and will be shared with the relevant teams for review and improvement. We truly appreciate you bringing this matter to our attention.

Best wishes,
Vision Direct

Reply from Vision Direct

6 days ago

Dear Barnabas,

Thank you for taking the time to share your feedback with us.

Please accept our sincerest apologies for any disappointment or discomfort caused by the inclusion of Haribo in your recent order. We are truly sorry for any inconvenience this may have caused you.

We would like to gently clarify that the Haribo included is a complimentary free gift added to selected orders as a small gesture of appreciation to our customers. It is not part of your purchased items and is entirely optional in nature.

That being said, we completely respect your personal preference regarding this matter. If you would prefer not to receive free gifts such as this in future orders, please be assured that this can be noted on your account so your preference is respected moving forward.

Your comfort and satisfaction are very important to us, and we are genuinely grateful for your feedback as it helps us improve and better tailor our service to your expectations. We truly value your loyalty and continued support.

If you would like us to update your preferences right away or if you have any further concerns, we kindly encourage you to contact our Customer Service team via phone or live chat for immediate assistance. Our team will be more than happy to help you in real time.

Thank you once again for your understanding and for being a valued customer.

Kind regards,
Vision Direct Team

Reply from Vision Direct

6 days ago

Dear Emily,

Thank you for bringing your concerns to our attention.

First and foremost, please accept our sincerest apologies for the frustration and disappointment caused by both the uncertainty surrounding your order and the difficulty you experienced when attempting to contact our Customer Service team. We completely understand how concerning it can be when an expected order has not been located, particularly when you have made several attempts to seek assistance without receiving a response. This is certainly not the experience we want for our valued customers.

We would also like to express our genuine appreciation for your patience and for taking the time to reach out to us. Your trust and continued support mean a great deal to us, and we are committed to ensuring that your concerns receive the attention they deserve.

Upon reviewing the available tracking information, we can see that the order was marked as delivered on 15/05/2026.

To help us investigate this matter further and ensure we provide the most appropriate assistance, could you kindly confirm whether you have since received the order? It may also be worthwhile to check with other members of your household, neighbours, or any designated safe places where the parcel may have been left.

Please be assured that we take delivery concerns very seriously, and we are here to support you every step of the way. Once we receive your confirmation, we will be happy to review the next appropriate steps and work towards a resolution as quickly as possible.

For the fastest and most immediate assistance, we also encourage you to contact our Customer Service team via phone or live chat. These channels allow us to provide real-time support and assist you more efficiently with any urgent concerns.

Thank you once again for your patience, understanding, and valued loyalty. We look forward to hearing from you and helping to resolve this matter for you.

Kind regards,

Vision Direct Team

Reply from Vision Direct

6 days ago

Dear Alla,

Thank you for reaching out to us and for bringing this matter to our attention.

First and foremost, please accept our sincerest apologies for the concern and uncertainty caused by receiving your lens cases unsealed and in separate, unassembled parts. We completely understand how important hygiene and product integrity are when it comes to contact lens accessories, and we are truly sorry for any discomfort or concern this situation has caused.

Your trust means a great deal to us, and we deeply appreciate you taking the time to share your experience. Feedback such as yours is invaluable, as it allows us to thoroughly review situations like this and ensure we continue delivering the high standard of service and quality that our valued customers deserve.

To help us investigate this matter further and provide you with the most accurate assistance, we kindly ask that you send us clear photos of the lens cases as they were received, particularly showing the unsealed condition and the separate components. Once we receive the images, our team will carefully review the details and conduct a thorough investigation into your concerns.

Please be assured that we take matters relating to product quality and customer satisfaction very seriously. We are committed to looking into this for you and working towards an appropriate resolution as quickly as possible.

Should you prefer immediate assistance or wish to discuss your concerns further, we warmly encourage you to contact our Customer Service team via phone or live chat. These channels provide real-time support and allow us to assist you as quickly and efficiently as possible.

Thank you once again for your patience, understanding, and valued support. We truly appreciate the opportunity to address your concerns and look forward to hearing from you soon.

Kind regards,

Vision Direct Team