January 2024 by Ruth Duncan
I went this morning with an eye problem and the staff were amazing. I came away feeling reassured and very pleased I'd picked Vision expressThank you so muchR Duncan
January 2024 by Emma D
Great service, no pressure to be upsold on unnecessary products, great customer experience
December 2023 by JL W
Absolutely fantastic experience. Professional and friendly
December 2023 by davey295
Friendly greeting and helpful service.Eye test results explained, and help and advice when choosing my frames. Recommended :-))
October 2023 by jennifer miles-kingston
Chantal in Cheltenham was absolutely amazing. She sorted out my glasses and lenses- both of which were a problem. She was so helpful. Would highly recommend. Can?t praise her enough.
October 2023 by Adrian Fletcher
Shivani Khagura she explained everything she asked me if I would like my appointment is part of further exams I don't mind she showed me photographs of my eye I WAS BLOWN AWAY excellent customer service I hope she does well in her further exams ( I sent a card to her GOOD LUCK) GOOD LUCK
September 2023 by kam harrar
Appalled with the service my daughter and I recently received from VE Cheltenham.Walked into the branch, only to be completely ignored by the 3 members of staff on the shop floor for at least 5-7 minutes, if not longer. Two of the staff members were sat with one customer, and the 3rd staff member was sat with another customer.Now I appreciate that they cannot leave a customer straight away to attend to me, but a simple acknowledgment that they'd be with me as soon as possible was all that was required. I had nothing... not even any effort to make eye contact.It was only as another group of customers arrived that one of the staff immediately asked another to come over to the reception desk.I did raise my concern that I had been waiting for some time without a mere acknowledgment, to which I was told that she had been sat down with her colleague for some 20mins discussing some training.Now that is all well and good, but doesn't VE teach their staff that they should acknowledge the customer asap on arrival? It was glaringly obvious that 1 of the 2 staff members sat together could have broken away to come over to us, or at least acknowledged our presence and said that they?d be with us shortly. The fact that it took another set of customers to walk in before we were seen to, was completely unprofessional and very disappointing.Incidentally, I am not Caucasian, whereas the other customers were...in this day and age, it would be an appalling thought to think that that was why we were left unattended to for so long...?Having been a customer at VE Cheltenham for over 10 years, I have never experienced such inattentive and ignorant customer service. Also, being in the medical field myself, if I was to treat a patient of mine in the same manner, there would be outrage.It appears to me that the 3 shop floor staff members (the names of whom VE are aware) require some basic re-training in customer service, which they appeared to lack in abundance.The only positive to be drawn from our visit today, was that the optician who checked my daughter's glasses for fitting was wonderful. In fact it was he that provided me with the names of his colleagues. What a shame for him to have such sloppy colleagues in house whilst he was doing a great job.Not at all impressed VE Cheltenham, and I do hope that this message makes it way back to the staff members, as I'm sure that this is not the experience VE would want to be remembered for.Update: Interestingly, having made a complaint online to VE, I received a generic response, with an apology. I attach it below and will let you make your own minds up as to their quality of service. Coincidentally, the ?busy time of day? mentioned was Sunday at noon, and there were 2, perhaps 3 customers (excluding myself) in the building.?..??Thank you for contacting Vision Express and for bringing this matter to our attention.I am sorry to hear about your experience when attending to collect your daughters glasses on the 10th September, I understand how disappointing you must have been.I have discussed your concerns with the Store Manager, they have offered their apologies for your experience. They have advised that you had attended at a busy time of day and when the store had a new member of staff training. None the less this will be picked up with the team instore to provide further training to stop customers feeling like this in the future.I thank you for taking the time to raise your concerns with us, we have taken your feedback to the relevant teams to be investigated and further training to be provided.??
April 2023 by mike mudie
Expert, friendly advice. Thorough test. Will continue with Vision Express
March 2023 by Lucille Shaylor
I had a sudden problem with my eye, I phoned the doctor who said I needed to see my optician urgently, I phoned Boots optician in Cirencester who I have been with for as many years as I can remember and have spent hundreds of pounds on glasses, they were not helpful at all but also said I needed to be seen urgently, I phoned vision Express in Cheltenham and Justin couldn?t be more friendly or helpful, it was nearly closing time so they got me in first thing the next morning, the optician I saw was amazing, she did so many scans and tests, luckily the problem wasn?t as serious as first thought. I am definitely changing to vision Express Cheltenham I can?t recommend them enough, Thank you Vision Express Cheltenham.
March 2023 by Alison Holder
Very pleased , good service staff were excellent.
February 2023 by Michael Ennis
Good service, no waiting for eye test. Had budgeted up to £150 for basic varifocals. But this franchise are only interested in selling you a package of two pairs with a loan repayable over a year. Pushing to get me to borrow £400 or £500. All I wanted was one pair but that was going to be over £300. Will shop online instead.
December 2022 by Judy Thomas
Very efficientA bit too ?efficient? - very business like but not taking into account dealing with a human being - perfectly happy with diagnosis
August 2022 by Camilla Craig
I can?t rate the customer service of the team at this particular branch any higher. From start to finish with people like Anthony, Chantelle and Becky, (and all the others who I don?t know the names of) the entire staff couldn?t have looked after me better. It?s always a pleasure to be seen by any of them. My one criticism is of that they are clearly understaffed by the business model, and I just don?t think it?s fair on the staff. I hope they are getting the recognition and pay they deserve.
July 2022 by Emily Murphy
I visited your store today am pleased to say I received outstanding customer service. Your in store customer service representative 'Chantelle' (lovely lady with an accent) in the Cheltenham high Street branch today,greeted me warmly and helped assist me with all my queries and shopping experience. Chantelle even helped me to repair my existing glasses, I am passionate about being environmentally conscious so this was particularly thoughtful and exceptional customer service. As a former Team leader in the care and retail sectors, I can confidently say that I witnessed exceptional customer care standards from all your colleagues today, in particular from 'Chantelle' who I felt definitely went 'Above and Beyond'. You are a credit to your team, well done! I was looking to come in store to purchase some designer glasses, and just popped in on the off chance, and will definitely be back very soon!
June 2022 by carolyn lacy
After finding out that I am not suitable for laser eye surgery I decided to try out contact lenses, all of the staff were so helpful and informative and such a friendly happy team, I couldn?t have felt in safer hands, and after a having a few eye tests, the most advanced eye tests I have ever had, and trying out different contact lenses, we found the ones best suited for me. Thank you so much to the Cheltenham High Street branch for your expert advice, patience and kindness, if I could give you more than 5 stars I would!
