Online Opticians UK Reviews 3.992

Received a pair of prescription safety glasses around a week ago and so far so good. They fit comfortably and have held up to a few minor knocks. From ordering to delivery took a little over 2 weeks and I'd happily use this company again.

Yes, well... they mixed up the left and right, so the sunglasses only worked upside down. This could have been ok, as mistakes happen, but the deafening silence before and after the returns procedure suggests a company in crisis. No communication. At all. Despite many emails. I did finally get a refund via Paypal, so it's now time to share my experience. AVOID. There are better companies at very similar prices. Would have loved to give a ZERO star review.

Efficient service but a little slower than I had hoped.

I bought and paid for my glasses 19 May, then nothing until I got a call that i needed to pay 30£ more for the tint. I did, that was end of May, the nothing, my online order did not change, each week I emailed, where was my order, the reply came on mondays, checking for you, At the end of june, fed up, i asked that they cancel my order, nothing again, i asked to cancel and refund, nothing until begin july, your glasses are on the way. Again i asked for a refund, nothing, I checked with the Opticians Ombudsman, THEY ARE NOT registered. I recieved the glasses and again asked for a refund, nothing, I immediately sent them back to the senders address, registered and tracked as they have a 8 day ret, NOW i asked for my refund, they say I did not do it correctly, i cant have my 300.£ back because i didnt request a refund and use their form. They have my email chain, asking for a refund, three times even before receiving the glasses. Royal Mail tracked confirmed its delivery, they refuse to refund me. To be Clear, they are NOT covered by the opticians ombudsman. onlinethieves should be the name.

Easy to order and arrived quickly. Order easy to track. Glasses arrived as described

Glasses aren’t fit for purpose. Their communication and customer service is non existent.
And dont be fooled by the fake 5* reviews!

Easy order process, fairly quick delivery.

quality product.

It was the only place I've found which had my prescription available in the thinnest lens version. Happy with the result, no complaints!

I made a mistake with my order and this cut the prep and delivery time and Online Opticians played a blinder and were still able to get my glasses to me in time for me to go back to work. Excellent service and speedy reaction 110% thank you

It is good but the customer service is not really responsive.
Thanks

As with many people leaving reviews here on Trustpilot with regards to this company, I have placed an order with Online Opticians UK, paid for and have never received my order. How are they getting away with this? If you have had a similar experience, please report them to trading standards.

Edit.
Because I paid through PayPal I received a full refund through them, as I did not receive the goods that were paid for. Online Opticians UK were contacted by PayPal but did not respond.

No stars for product, no stars for customer service, one star for delivery time
Would never use again

Easy to navigate site,great communication after ordering and very happy with the finished frames

I do not like the new gold colour, it is too brassy and bright. Also I thought I was ordering half rim spectacles like I had before, but although these are half glasses, the rims are all the way round .

Absolutely shocking service with little to no customer support. Ordered glasses on 14th May 2025 and still not received them, sent email, telephoned all with no response. I recommended this company to one of my colleagues for prescription safety glasses, never again! Now going to the Optical Consumer Complaints Service to see if this can be resolved...

I eventually got my prescription bifocals after 8 weeks of weekly chase ups. They said they would compensate for delays but never did. The Oakley frames are good, as you would expect. There are much better providers out there. Ordered on April fools day (should have known) received late may.

STAY AWAY FROM THIS COMPANY!
UPDATE!!!!

Further edit 31.07.25. Since winning the paypal claim against this pathetic company I have been inundated with spam texts, whatsapps and someone has tried to buy an xbox gist card from my paypal account........ have now reported them to action Fraud.

The response from thomas eyewear (online opticians)

Just wow..............

You asupposed to conbtact us and wouldve given you a return's form which you didn't which s susual as you been pretty mouthy and communicative up until then - weer did you send the parcel to?

16:10 - Thomas Eyewear

OK, Firstly. If you are going to reply to customers on behalf of a business you really should learn how to spell and use punctuation as clearly this is not one of your strong points. Also, being rude to customers won't get you anywhere apart from being unemployed. Lying to customers about their deliveries is also not going to get a great reaction is it. If you bothered to check the case notes and attachments you would see that the glasses were returned to Online Opticians UK, Business First, Davyfield Rd, Blackburn, BB1 2QY . The Royal Mail tracking and proof of delivery are also in the attachments. Nowhere on your website does it state the need to contact you for a returns form. if you check your own website (link not allowed on trust pilot) it doesn't mention returns forms or contacting you does it, yet as an employee you should know this. I contacted you via email (because nobody ever replies when contacting through the website messaging) the day before I returned the glasses stating why and providing all tracking information. Just so you know, I am posting this conversion on Trust Pilot which I'm sure will do wonders for your companies 20% 1 star reviews. I have also obtained your directors contact information from companies house. Darren Williams , let's see what he thinks of your attitude towards his business customers.

17:37 - Martin Smout

The seller is rude and clearly just being awkward. This goes against the companies " no quibble 100% money back guarantee" I've had enough of this. The item was returned inline with their website instructions. I want my money back!

After 15 days I had to contact them. they claimed the frames I ordered were damaged but, miraculously the replacements had "just arrived". a few days later an email saying my order was dispatched. 5 days later..... no order, no proof of shipping. The phone number on the website is just an answer machine!
My glasses finally arrived. Very disappointed with lenses quality. Frames were very stiff and tight, not like Oakley frames I have had before. I returned the order using royal mail tracked and signed for. Still no communication from them after a week. Oh, and the phone number on the website is just an answer machine, you are never going to get a real person on the other end!!!
Finally decided to start a paypal dispute. What a complete joke this company is. I have used 2 other online glasses companies in the past and never had any problems with communication or in fact the orders. I only used online opticians because I couldn't find the frames I wanted anywhere else. What a mistake that was. I honestly don't believe the frames were genuine Oakley, more like AliExpress specials!!
I would think long and hard before placing an order with this company. they clearly don't want to give you your money back even though they state 100% no quibble refund!

Avoid. Believe the other reviews and avoid this company. Unless you like weeks of waiting and a total absence of response or service, avoid this company. I placed an order 3 weeks ago for frame only, showing as in stock. Chasing by email is ineffective (we will get back to you) and the phone structure is set up so you can only leave a message. JUST DONT DO IT. #35949

Avoid.
I paid for new lenses 28.04.25. They were supposedly sent 16.05.25. The following Wednesday I asked for update. Johny said I had put one wrong digit on post code which the post man said would only delay it couple of days. The following week I tried to get a tracking number but they said post office had no proof of getting the package. 11.06.25 arrived after many times trying to getting more updates i raised a dispute with my credit card company. The lenses arrived 17.06.25 in a post office sent parcel with Online Optician,s invoice and their original envelop which had no address or postage.Most reglaze firms send your orginal lenses back to you incase you were not happy you could go back to orginal lenses not this company. There are now trying to get their bank charge back from me.
This choas was cause by online opticians ineptitude of not being able to write on a envelope or post it properly. Basil Fawlty operation