"I visited Vision Express for the first time in Guildford for an eye test and some glasses on recommendation by a friend. On reception a young lady named Elizabeth was very friendly and helpful. While waiting for my test there was comfortable seating with water, tea or coffee to drink. My test was carried out in a very caring manner by a gentleman named Has. Elizabeth then helped me find a very affordable pair of glasses. They then very kindly straightened the bent arm on my existing glasses so I could still use them. Customer Service - very good."
"Very pleased with the choice of frames and the prescription. Many thanks to Konrad for the excellent customer service. Overall, the advice and care I received at Guilford store was immaculate.
"I have just received excellent customer service from a member of staff called Steph. I do not live in Guildford but visited the store just after New Year and chose a pair of glasses with the intention of ordering the glasses from my local VE store. I then lost the paper with the details of the glasses on. Steph went to a lot of effort to try and find the glasses with the vague description that I gave her. She then offered to send the glasses to my local store to ensure that they are the correct pair. She was extremely patient, polite and helpful and I'm very impressed with the service I have received from this store today. Many thanks."
"My teenage son wanted contact lenses. Thanks to the extreme patience and good humour from Stuart, he now has contact lenses. I cannot praise Stuart enough for his role in this. All the staff I have come into contact at this branch are brilliant, courteous, polite and professional. Good work"
"On the day I booked my mum's check-up appointment, I asked if I could make one around the same time for myself - I normally use my local branch - as it would make life easier. JAY was so polite, kind and helpful; and then on the day I had to ring (mum had overslept causing us to be running late) and JAY was again helpful and calming. When we arrived only a few minutes late, we were treated kindly by other staff too. I would also like to thank, JONATHAN, the store manager, who gave us an excellent service, despite his managerial demands remained calm and caring."
"Received some of the best customer service from any retailer I have ever been to today in the Guildford branch. The assistants Ben and Beth were incredibly friendly and knowledgeable, especially when I was purchasing my first ever pair of prescription glasses. Will be a future shopper for years to come. Please give these two and the store manager my highest praises."
"I was very disappointed when leaving Vision Express in Guildford today, as I was unable to share my thanks and appreciation to the Store Manager regarding the fantastic service that my two daughters received. Helena was brilliant with my 9 year old and it was the best eye test we had ever had. What could have ended up with me being stressed and my 16 year old storming out of the store with no glasses, turned out to be a truly stress- free experience! This was purely down to Ladan's wonderful approach and honest opinions. The service all round was outstanding and I am going to request that Ladan can help my husband find a new pair of glasses! Thank you all once again, I am a very delighted mum!"
"May I commend you on your selection of staff, staff training or finding an exceptional employee. I recently fancied some new glasses so popped in to your store when passing. Having found some I thought I liked, I arranged to meet my better half in your store the next day for her input. In trying lots of glasses on and short listing them, a member of your staff, (David) came to our assistance. In seeking his opinion he candidly stated he thought neither suited and then immediately produced a couple of pairs we both agreed were leagues better; the comedy of this was when we asked which best suited I expected a lame "They both look good", rather than the help David provided us. So, long and short, I planned to spend less than £300, ended up spending over £500 and am delighted! Please do congratulate yourselves and David on outstanding salesmanship and another really satisfied customer."
"I last had my eyes tested in 2008. As a newly(ish) diagnosed diabetic with some background retinopathy I felt I should get an eye test. I went to Vision Express in Guildford, as my wife and daughter have always had good service there. I just wanted everyone to know what very good service I felt I had - from those at reception to those selling the glasses. In particular I wanted to praise the optician, Helena Hewes, who was absolutely excellent. She was patient, informative, answered my queries (particularly around diabetes) and very, very helpful. I think these days we expect and demand good service wherever we go but often even good service just feels OK. I felt as though I was treated very well today and that the service was above and beyond. I think success should be celebrated and the Guildford store and staff certainly deserve that."
"I visited the Guildford branch 18/1/14 having been a Vision Express client for 10 years in other parts of the country. The Guildford team were professional, highly knowledgeable, courteous, attentive and overall the experience was excellent. If only other high street companies could retain such excellent staff. I thoroughly recommend them to anyone needing and eye examination and "specs"."
"Two weeks ago my wife suffered visibility problems. The problems included seeing a half moon shape. This concerned her as this was similar to problems she encountered a few years ago when her retina detached. We immediatly made an appointment with your branch at 51 High Street, GUILDFORD. The next day she was examined by Callum Wogan at this branch.
Mr Wogan proved to be very careful and thorough. He explained each stage of her examinination. He completely reassured her that nothing serious was going on.
The next morning I recieved a letter stating that my eye test was due. After a couple of days I went to the branch and saw Mr Wogan. Again he was very thorough and careful. After the eaxamination he informed that all was in order no deterioration in my prescription. I thanked him and was about to leave, he offered to get someone to look at the setting of my glasses. He introduced me to an Iranian lady, who looked at my glasses took them away and after a few minutes she returned. She had readjusted the glasses and fitted new pads. The net result is that my glasses now sit properly on my nose and are now more comfortable.
Your staff at the Guildford showroom really are kind, attentive and professional. I have mentioned this experiance to at least two other people.
Please pass our appreciation and thanks to your staff."
"I am here to give my feedback on such a great experience at Vision Express, Guildford, Surrey. I was very warmly and professionally received by your colleague Helena Hewes on 12.11.2013. I was there in response to one of your letter offering me free eye test. My eye test was due anyway so thought it was about time to go and get it checked. I am your loyal customer as well since 2002. I called Guildford branch and appointment was booked very efficiently for the given date.
I lost my letter at eleventh hour and was nervous and embarrassed standing at the reception. I must say that Helena Hewes was thoroughly very helpful, friendly and professional. She very efficiently found me on the system and guided me to eyesight checkup area. I was immensely impressed the way she performed the whole test. I was given full attention and care with no sign of rush or brush off or lip service. I asked many questions and she answered all of them with perfect explanation and to my full satisfaction. Her body language, gestures and postures, style, tone, language and approach made me feel so impressed that I was overwhelmingly tearful when I left for having such a great service which these days I don't find.
I am one of those who generally do not give feedback easily as nothing to feed back out in shops these days but I can put my hand on my heart and say Helena Hewes deserve every bit of appreciation. She is indeed an asset of Vision Express worth looking after. Simply a great person with a great service. May I request you to please communicate my feedback to her and her top management of the company so to encourage a great person and spread a fabulous example of customer services."
"I attended your Guildford branch surgery last Tuesday 11th June 2013 for a review of my prescribed lenses some two months previous,
and was kindly seen by Mrs Helena Hewes.
I wish to convey my sincere thanks to Mrs Helena Hewes in particular for her kindly, professional and utmost confidence she demonstrated in my particular situation resulting in an urgent hospital appointment on the same day thanks to her own initiatives.
Above all I received a pleasant phone call personally from Mrs Hewes on the following day to see how I got on and offering continuing service.
Excellent customer service. The company must be proud to have you on their team.
Many thanks again.
"After visiting a well known optician inquiring about a repair to a pair of spectacles, which they could not do, suggested I go to your company. I would add that this company were my choice of supplier, not anymore.
On entering you premises I was met by a young man who then referred me to another member of staff, who said that he could do a repair, not exact, but effective and no charge.
I would just like to applaud your staff for the way I was treated, performing a service that I have not witnessed in high street stores for a very long time.
Well done that young man, sorry I did not get his name, the date of my visit was 04/06 around 12.30hrs.
"I'm a fifty five year old man, who'd never worn glasses before. I decided that I needed an eye test, so I went to Vision Express.
I was initially dreading the whole experience, but every member of staff that I came across couldn't have been more professional and friendly.
The eye test resulted in my needing Varifocal lenses. I chose Transitions signature lenses, that I'm very happy with.
The thing that I noticed most in my experience with Vision Express, Guildford, was how attentive and considerate every member of staff was towards me. Claire Wilson (Store Manager) is ultimately responsible for such high, staff standards, but I especially want to thank Manisha & Lina."
"I would just like it noted that on Tuesday 30th April I was served by an assisant called Yvonne (I'm afraid I do not have her surname) in your Guildford branch and believe it to be probably the best customer service I have received in a long time. Yvonne was knowledgeable, personable, helpful and generally just a complete pleasure to deal with; she is an absolute credit to that store and your business. Whilst I have already advised the store manager of her excellent service, I thought it best to let you know as well so the message definitely gets across."
"I have recently had two pairs of glasses made up for me at your Guildford store and would like to say how pleased I am with the service received.
The store manager (Claire) has gone out of her way to ensure I have the right prescription and that the glasses work for me.
Whilst the initial eye test was done elsewhere, Claire has made sure I have been cared for and a discrepancy taken care of.
Not only do I appreciate Claire's approach, it's safe to say that her team do her and Vision Express well. They are curteous, very customer focused and pleasant to be with.
If Vision Express have a system of acknowledging stores I'd like to put Guildford forward.
I work in training and development myself and am highly conscious of even the little things that others may miss, so feel qualified to comment."
"Just a short note to say thank everyone at the Guildford branch for their help and advice this morning. The greeting, initial assessment, the eye test, and then the advice afterwards was exceptional. Something I thought would be tedious turned into a very pleasurable experience where I also learnt a lot about my eyes. Looking forward to getting my new smart specs!"
"My regular reading glasses were in for repair and my standard x2 spares were giving me eye strain and a headache. So suddenly I needed a cheap prescription pair made up in a hurry. I got to the Guildford store at 8.30 and thanks to very helpful service I had a new pair by 10am for £34! Brilliant service and no more headaches! Thanks."
"The Guildford branch of Vision Express should, in my opinion, change its name to something along the lines of 'Vision As-long-as-it-takes'. I had, from the title, thought that the store was simply a pile-them-high-sell-them-cheap, one-stop glasses shop. I could not have been more wrong.
A few weeks ago I had cause to be concerned about my left eye, I needed a Sunday eye test and Vision Express had an optician appointment available - that was, quite simply, the only reason I went to the VE store. The optician who listened to my concerns and who tested my eyes, Navdeep, simply could not have been more thorough in his examination, or clearer with his explanations.
There indeed was a problem with my eye which needed follow up testing. I could have had the tests done there and then, on the Sunday but, because I had my car with me and, due to eye drops, wouldn't have been able to drive home, I chose to go back two days later.
The optician who put the pre-exam drops in my eyes, Helena, was also incredibly reassuring, clear in her explanations of what she was doing and why it was being done. Navdeep then performed the follow-up tests. I felt throughout my experience at VE that I was in absolutely the most professional of hands.
I had cause to make a follow up telephone query about my eyes. Navdeep was on a day off but called me back first thing the following morning and took time and care in answering my questions. Indeed time was taken at every step of my contact with Guildford VE. 'Express' it was not!
I simply cannot recommend highly enough the Guildford branch of VE. I simply could not have had better care. An especial thank you to Navdeep and Helena who did a brilliant job for which I am hugely appreciative and thank you also to Manisha who dispensed my glasses."
"I am writing to pass on my thanks to the Guildford branch. in particular Clare the store manager, who provided me with a first class service.
Having damaged my sun glasses I was keen to replace them very quickly as I use them for driving and am going on holiday next week. I went to the Guildford store on Sunday and was approached by Clare who gained my confidence very quickly with her product knowledge and sincere and friendly service. I asked if I could get the glasses ASAP and although Clare made it clear she could not guarantee I would get them in time for my holiday she would do her best. And she did!!
I was able to collect my sun glasses in time for my holiday and once again I received excellent customer service. I will be returning to the store after my holiday to try some contact lenses, something I hadn't considered before.
I felt it important to find the time to share this positive feedback as it has really reinforced my trust and confidence in the Vision Express brand."