Review Time
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...
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 EyewearOK, 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 SmoutThe 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
They couldn't make my prescription, so without notice, changed it. Within 24 hours of receiving them, I was messaging for the return address. As they offer a no quibble guaranty. Next you know, it's a month of quibbling, with suggestions like I have worn them, as that's not allowed. While any other seller would want you to try your varifocals before returning them, they use the fact you know they are the wrong prescription, to take your £195 and give you nothing of use.
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
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