"I visited your store upstairs in Meadowhall and wanted to say what good customer service I received. The eye test was very thorough and they made me feel very relaxed. I bought some new glasses which Richard helped me choose, he was very informative and gave me all my options. I would definately recommend visiting this store."
"We live in an age when the large High Street and Chain Store retailers seem to focus their business operations on price and trying to beat their competitors, and this is sometimes done at the expense of customer service. Both my wife and I are spectacles / contact lenses wearers for over 30 years. We have tended to keep our custom with the "local High Street " opticians in the belief that we would receive a better personal service from them rather than the larger optical companies.
Having been in to the Vision Express Meadowhall branch on Saturday 31st May, I must admit my view has changed as I can not speak highly enough about the service we received from Luann Henson, Store Manager at the branch, who sorted out a potential problem in a very friendly and efficient manner.
Our problem started at 5.00pm on Friday 30th May when we arrived in our Sheffield hotel for a week end break and a Saturday night function for a reunion of old Sheffield Polytechnic students from 35 years ago. It was then that my wife realised that she had not put her contact lenses in her suitcase.
Apart from driving back home to Leeds to pick up the lenses, the only option was to try opticians close by in Sheffield to see if anyone had the lenses in stock and would sell them over the counter without prescription. At this time on a Friday evening we thought the best option would be Meadowhall where the stores would still be open.
We first telephoned a large national Chemist chain ( with Opticians department) - but they were most unhelpful, and as soon as we informed them that we not an existing customer, they were not interested in trying to sort our problem, and stated that it would take 4 to 5 days to order the lenses.
We then phoned Vision Express and spoke to Luann - what a difference in attitude and service..She was very understanding and sympathetic to my wife's predicament. She assured us that if we called into the store first thing on Saturday morning she would be able to supply some lenses to my wife -- if not identical, they would be good enough to get her through the evening on Saturday.
When we arrived on Saturday morning she took my wife's details and contacted our opticians in Horsforth Leeds to confirm the prescription details. she was able to supply two pairs of lenses ( one spare set ) which matched my wife's astigmatism prescription.
And finally she did not want to take any payment for the lenses.
Vision Express may not have received any financial gain from sorting this problem for us, but they have definitely achieved a large amount of customer goodwill - and their reputation for good customer service has been boosted in my eyes. I am seriously considering using their services in the future and would not hesitate in recommending them to friends and family.
Thanks again Luann for all your help - you certainly helped to make Saturday a special night for the both of us - by making sure my wife was looking her best with her contact lenses."
"Would just like to pass on my thanks for the great service at meadowhall High street ,and helpful staff
10/10 for service"
"I get my lenses from your store, staff are very welcoming and good at their job. The lady with dark hair (sorry I do not know her name) she is exceptionally good and helpful. Always friendly, and tells me what's the best for my eyes. "
"Totally first class....
Attentive to detail...from the eye exam...selection of new specs...fitting and checking...
It gives me great pleasure to commend the Team at Store 100, Meadowhall, Sheffield. Hope Nicky has a good holiday!!
If Corporate want to use the comments..please do so...."
"Both myself and my Wife attended your upstairs Meadowhall store on the 2nd March for an eye test and glasses. We were dealt with by Lyn McAnna and we would both like to comment on how pleasant and helpful she was during our visit. Lyn was very personable and her attitude towards us really made us feel welcome. The experience of purchasing new glasses was made very easy by her. She is a credit to the store.
We felt we would just like to let you know, and if you could pass this to the management team at Meadowhall we would be grateful.
Just a quick praise to say all of your staff are fantastic.
After 2 hours of hell in Specsavers I left and called into your store.
Richard sorted me out within the hour for my reading glasses.
Then he got me sorted with a great pair of blue and white Oakley sunglasses for distance and road cycling.
On my collection I met a charming member of staff called Tina, again very heplful.
All your staff have a smile, and nothing is too much trouble, you should be proud to have a team of experts around you who care.
"It is easy to complain but I believe positive comments are just as valid too!
I visited your Sheffield Meadowhall, High Street branch today for my 2 yearly eye test. I would like to say what fantastic service I received from all but especially RACHEAL INMAN.
I purchased 2 pairs of glasses immediately after the appointment even though I did not intend to as my current glasses were fine and there was no change in my prescription. However Racheal was so helpful (and not without a little subtle sales skill too) she actually made me feel I should treat myself to some new glasses. She helped me choose and have the lenses protected correctly etc. She was friendly and has a really natural, warm personality which is so rare in most retail outlets these days as most struggle to crack a smile and do little more than grunt at you when you interrupt their conversation about last nights soap!!
If you have any internal recognition schemes I would like you to consider Racheal. My last two visits to Vision Express have not been the best for a number of reasons but Racheal has returned a little faith in my custom.
I am a Regional Sales Operations Manager for the worlds largest automotive manufacturer and I would love to have more staff like Racheal. Lucky Vision Express!"
"I loved Vision Express and especially Emma Niven, she helped me to see again, after 25 years of partial sight Emma Niven cured my ailment and I cannot thank her enough, thank you Vision Express."
"I have been to Vision Express today for the first time and i have already recommended it to my friends. Service was fantastic, I went into the store at Meadowhall High Street and was served by Emma Niven, service received was fantastic.
The only thing I didn't like was when I asked another member of staff for the Ray Bans I wanted she said they were not in stock, later Emma told me that they were on the men's side and were unisex, so I probably wouldn't have bought any glasses if she hadn't told me.
Thank you :)"
"I have not been into a shop for a long time where the whole experience has been way beyond my expectations.
The eye examiner was super effecient and polite.
The lady that sold me my glasses (Amna Akhtar) was one of the most pleasant and courteous members of staff in any shop I have dealt with for many years and is a true asset to your company.
Many thanks again"
"I have just visited your store on High Street at Meadowhall in Sheffield and would like to inform you of the excellent level of service I received there.
All the staff were pleasant and polite and made us feel at ease, nothing was too much trouble for them. My eye exam was thorough and informative.
The sales assistant, Wendy Borrington, was very helpful and talked us through the various options available to me.
She was professional in her approach. I opted for the one hour service and after we returned, 50 minutes later, found both pairs of glasses ordered were ready for collection, the fitting was good and we left the store very happy with the service we had received.
In todays culture of complaining and poor service it was refreshing to find service so good.
Thank you, we shall definitely use Vision Express again."
"I write to let you know what good customer service I received from your Meadowhall, Sheffield store - namely David. I visited your store and was not impressed by a lady with blonde hair who was unhelpful and abrupt, however, when I went back to collect my sunglasses David could not do enough to help me! Please pass on my thanks to David!! Kind regards"
"Please pass on my thanks to Emma Niven who did my eye test and helped me choose some frames. She was polite, courteous and friendly and is a credit to your organisation."
"I travel each year from the remote islands of Orkney to have my eyes tested and get new glasses if they are needed. I think that this is a great store, the staff are friendly, concerned, helpful and extremely polite. I do not think of going anywhere else. Congratulations to one and all for providing an excellent service."
"Further to a conversation with your store manager earlier this afternoon, I just wanted to reiterate my thoughts relating the level of service I received in the store.
I'm heading out of the country at the start of next week, and suffered an incident whereby my dog decided [for whatever reason] to chew my glasses until there was practically nothing left. Given this, timing was critical in organising a replacement pair of glasses for my trip.
From the outset, I called your store to query how fast this could be sorted, and apologies but I missed the ladyâ€™s name to whom I spoke, but she was fantastic! I felt valued, and it seemed as though she couldnâ€™t do enough for me.
After this initial conversation, I drove to your store. From entering, being greeted and seated, I estimate it was done within the space of 2-3 minutes, which in itself is an accomplishment given the time being 1pm; surely a busy period.
I was talked through the options as to which glasses to choose, and was utterly blown away by the helpfulness of Wendy, I think her name was, and moreover, the offer of a free second pair, worth Â£99 - fantastic! One thing that certainly stuck in my mind was the additional protection to the glasses, your Grand Advantage cover. Having worked within retail myself early in my career, this is usually pursued with the â€˜hard sellâ€™, this wasnâ€™t. Wendy was lovely, and I feel I canâ€™t sing her praises enough.
Another element that stuck out for me was when I came back to pick up my glasses, after using your â€˜1 hourâ€™ service. It was evident the store and your staff were really busy, phones ringing everywhere, and a line of 5 people, including myself. What I thought was nothing short of amazing was a gentleman at the front of the store who was on the phone signalled to the back of the store for someone to come and assist at the front in an effort to ensure every customer was seen. Immediately after heâ€™d done this, 2 more staff members seemed to appear as if out of nowhere!
Overall, as I mentioned on the phone to your store manager this afternoon, far too often, when shopping in stores, you can find one person to be at the excellent end of the â€˜customer service spectrumâ€™ and they pass you to another person who is at the opposite end. Whatâ€™s evident from your store is consistency, which as Iâ€™m sure youâ€™ll be aware is vital in creating and maintaining an effective brand in the UK and worldwide. I genuinely feel your staff, from start to finish, were exemplary, and ask that this email with my thanks finds its way to your staff, as well as your head office, as your store is clearly the model by which others should adopt.
Once again, thank you for a pleasant and easy customer experience."
"Vision Express Meadowhall High Street had been recommended to me by a work colleague because of the great service she received from a particular member of their staff. I wasn't disappointed. Richard was great from the start. He was very informative, talked me through all the options available and helped me pick some very stylish glasses. I will be telling all my friends to visit this store and their fantastic and I will be returning to visit Richard."
"I have just picked up my new Zeiss varifocals, which were recommended to me, and they are amazing! I have tried varifocals in the past and never got on with them, but Sarah convinced me to give them another go. I am so very glad I did as it's so much more convinient having just one pair to take everywhere, instead of the 3 pairs I did before! Sarah explained how to use them and what to expect. I must admit I was a bit wary but she told me I had 90 days to try them and if I didn't like them I could have an exchange so I figured what have I got to lose? I will not be returning them as I can't imagine life without them now. Thank you Sarah, and thank you Vision Express."