Ace & Tate Reviews 

Order not shipped after a month with no communications or warning. The business supply chain has collapsed but they are continuing to take people’s money and leave them in a lurch. Avoid now and in the future.

Placed my order on the 19/9-2026 still no update to as when the my order will be dispatched, no update from them whatsoever. Definitely the first and the last time. Save your money buy from a trusted source

The actual glasses quality was incredibly poor. I'd normally expect to get 2.5 years out of a pair of glasses but I got 18 months before the lense coverings started peeling so badly they were unusable. The plastic frames had to be taken back in to re-tighten twice in that time too. This is not something that has happened with cheap online glasses or the premium pair I typically buy.

About 2 years after my purchase (or 6 months after I wore them last) I got an email saying my data had been hacked (August 7th). I asked for my remaining data to be deleted - which they have month to do. They couldn't even manage that properly...over two months later I get an email back saying "soz for the delay" - they then signed it off with "cheers". That's ok then...? Awful company that'll be driven further into the ground by their new PE overlords. Shop independent and not with these clowns .

I had snapped my only pair of glasses and the Ace and Tate crew sorted me out within a matter of hours. They're amazing! They let me go in early for my eye test, sorted me temporary lenses whilst mine were beign ordered in and had me in a new set of glasses within 1.5 hours.

The Ace and Tate team in Cork, Ireland, could not be more helpful even if they tried. I had an issue with my glasses which was minor and vague enough to be missed (and had been missed in two other opticians), but was impacting on my vision and comfort. The front of house team and management, were attentive, really listened to my experience, and were determined to support me to resolve the issue. I am delighted to say that they were able to do just that. I highly recommend Ace and Tate Cork for a brilliant service.

I went to Ace and Tate because I was assured of a fast turnaround. It's over 3 weeks since my appointment. I paid 300 pounds. I still have no glasses. Very disappointed
Update...
I've since been told that I was emailed 6 days after I ordered. The store team were unable to show me this email (although I've been told that they were the ones who sent it). I received other emails from Ace and Tate without issue. But the one informing me my glasses were ready didn't reach me (or my junk folder).
I wish the store would have rung or texted me as I was without the glasses for the next two weeks as a result.
The glasses themselves are great.
Admin systems appear to have failed. That's why this is a one star review.

I like my glasses, and the Oxford store's staff were very good. However, due to a data breach my glasses were delayed by over a month. The company provided absolutely no transparency and I had to reach out, numerous times, for updates. Eventually, after I reached out another pair of glasses were ordered by the company, which arrived a month after placing my initial order.
So not only has my data leaked, I had to spend a month giving myself headaches by using the incorrect prescription, and do customer service's job for them. I reached out again and was offered nothing in the way of compensation for such a delay.
Good glasses, but it is a shame about the incredibly poor and disappointing customer service. I won't be using Ace & Tate again.

Fast, well done, great product. Just as it should be.

Had a scheduled appointment, only to find out that it had been cancelled as the optician was sick and went home. That is fine. However, the optician had called but not left a voicemail and instead decided to send an email that read only that my appointment had been cancelled. No explanation, no sorry. Well, not going back for sure. How very unprofessional!

I ordered 2 pairs of glasses that took 5 weeks to come. On delievery the glasses were completely bent out of shape and wouldn’t even fit on me.

Due to a data breach, the glasses were delayed from 10 business days to 5 weeks. Any updates on my orders I had to reach out and get with no help or update in progress other than a standard ‘in progress’ reported back.

Since receiving the disfigured glasses, none of the team have made an effort to replace or refund the problem. I had to get the glasses delivered to Australia and because there is no local Ace & Tate they advised me to go to any optician to fix them. The didn’t offer any way to rectify the issue via them only to get someone else to fix the issue.

I have bought my glasses from ace & Tate since 2020 and for the customer service to be this bad with issues they are refusing to fix makes me not purchase from them ever again. It’s very frustrating and upsetting cause I actually really do love their products but I can’t see how you package and send a product which clearly is not fit for purpose?

This company uses a logistics supplier which was hacked and my data were stolen. I never authorised Ace and Tate to share my data. Now I suffer from regular spam calls and mails. On my email asking how they plan to compensate me for the damage they caused, I immediately get an automated reply that they are too busy to provide a quick answer. Never order anything from Ace and Tate!

I ordered a pair of Neil Large Titanium glasses (€335) on 28 July, with your own site quoting 8-14 business days for this prescription strength. The order ended up taking over three weeks and multiple rounds of me chasing support just to get basic updates.

At some point, the delivery method was silently switched from home delivery to store pickup at a store in Hannover — a city I don't live in and never selected. I only found this out by checking the order page myself; there was no email about it. Support later explained every order had been rerouted through a store due to a warehouse backlog, but this was never communicated proactively.

Throughout the entire process — the address change, the delay, and even the tracking number — I received zero proactive emails from Ace & Tate. Every single update I have, I got only because I reached out myself, repeatedly, over WhatsApp.

When I asked for compensation, I was eventually offered a €50 voucher. It only applies to a new order of €125+, is valid for 6 months, can't be combined with other discounts, doesn't apply to contact lenses, and can't even be applied to the order I was being compensated for — the only way to use it would be to return the order I'd just waited a month for and start the whole process over. When I asked for a partial refund instead, or the voucher as a standalone code, I was told there was nothing more that could be done.

The glasses themselves are fine — this is entirely about how badly the order and the communication around it were handled. If something goes wrong with your order, be prepared to chase every single update yourself.

Always an excellent customer service.
A huge thanks to Shane, Oisin and Sasha.

My Appointment was on time. The Optician Kristy was very thorough and kindly explained the results of the various eye tests and the general health of my eyes.

I ordered 2 pairs of glasses from Ace & Tate almost six weeks ago, paying £350, originally quoted a matter of working days for delivery. Since then I've had no delivery date and no meaningful updates, every time I've called or emailed I've been told it's simply "in production," with nothing further. I understand the data breach earlier this year caused some disruption and I was patient and understanding about that. But six weeks with no product and no communication is a different problem entirely. I've since emailed asking for a full refund and cancellation of my order and have heard nothing back complete silence. I'm still wearing my old, scratched-up glasses and have no idea if or when this order will ever arrive. Extremely disappointing experience from a company I expected much better from, and that i have been loyal too for many years! I will not be using Ace & Tate again. I'd think carefully before ordering if you need your glasses within any reasonable timeframe.

Dealing with this company from literal start to finish has been nothing short of a comedy of errors.

I waited 10 days for my glasses and received no communication whatsoever about where they were tracking, or why it was taking quite a long time to arrive. I contacted their 'customer service' (which by the way aren't open on Wednesday's even though their website says they're available Monday - Friday), and was met with very generic and slow responses.

I had to follow up with them twice to get any sort of reasonable answer. I was told it was a courier problem and they had absolutely no way of checking where my glasses were, and that they hoped I received them soon! They are very unhelpful and not at all customer focused. I was palmed off and the buck was passed to the courier company.

At no point was I offered any other solution to resolve this issue i.e. having the same glasses made in store using their same day service. I had to call the store to suggest this myself.

After waiting 15 days for the glasses I finally asked the store to just cancel and refund me if and when they do show up.

They are useless to deal with, very unenthusiastic and just plain unhelpful. Do not shop here. Go somewhere like BlooBloom in London - they offer the complete opposite customer experience and actually care about their clients.

I ordered my glasses more than 5 weeks ago - still havent recieved them - logistic center was compromised which sounds ridiculous that they have been unable to restore service. No communication or visbility on your order - i want to cancel but no feedback from customer service. This was the last time i ordered.

I will not be buying from Ace & Tate again and would strongly not recommend them.

I went for their highest level of frames and lenses. Over just two years the metal coating has worn away, the metal bent and the lenses lost all their coating. Ive had previous glasses for 8-10 years on average. So these are far under performing.

When I contacted them, I expected them to at least properly look into what had happened. Instead, they just dismissed it all as “wear and tear” and kept pointing back to their two-year warranty, without really engaging with the actual issue I was raising.

The whole process has been frustrating and passive aggressive. They’ve made it very clear that once something goes wrong with your purchase, they’re not interested in helping.

It’s also worth knowing that they closed their Swedish stores after I bought my frames, which made things even more difficult when trying to resolve the issue.

For a brand that charges what it does for its products, I expected much better quality and customer service. I will not be buying from them again.

I placed my order in person in Berlin. It has been a month and I have not received my order and getting in touch with the company is a nightmare. They keep repeating something went wrong with their logistics partner and customer data leaked. The fact that customer data was compromised is scandalous in itself, but I feel like nobody really cares and wants to help. Called the shop, they promised to look into it and get back to me, and then they never did. Okay, thanks for nothing, enjoy my money.

I ordered my glasses on 29/07/2026, as of writing this review I still haven’t received the glasses. Not only that, due to hack my personal data was compromised. Customer service is absolutely useless because they have seemingly automated responses which don’t address your issues. It’s a very very disappointing experience and I would URGE anyone considering buying with Ace and Tate NOT to do so.