Vision Direct  Reviews 112,409

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

Reply from Vision Direct

6 days ago

Dear Heeral,

Thank you for reaching out to us and for bringing this to our attention regarding the issue with your lenses.

We sincerely apologize for the inconvenience caused and for not getting back to you sooner after your previous contact. We understand how concerning it must be to experience difficulty seeing clearly.

To help us investigate this further, could you please send us a copy of your prescription (Rx)? This will allow us to review your previous order and ensure that the correct lenses were supplied.

Once we receive your prescription, we will promptly check this for you and get back to you with an update and the next steps.

Thank you for your cooperation, and we look forward to resolving this for you as quickly as possible.

Kind regards,
Vision Direct Team