Apollo-Optik Reviews 3,106

I had a terrible experience with Apollo Optik online shop. Everything which could go wrong did go wrong, and their customer service is abysmal. A short recollection of events:
1. To start, the online order was not going through as their site is badly performing. In the end they booked it twice and charged me twice. I immediately asked to cancel one of the two orders, which they did.
2. They promised delivery in 2-3 days (customary in Germany for contact lenses) and only after 15 days and several reminders and phone calls to their customer service did the order arrive. It was delivered to the post office without notice to me. I only found out by chance.
3. Meanwhile I had ordered my contact lenses, which I needed urgently, from another much more reliable supplier for the same or lower price and for the usual 2-day delivery time. So I sent an email to Apollo asking to immediately cancel my order (which had not been delivered yet) as their disservice was unacceptable. They ignored my email. Often the emails I sent to their official customer service email address are bounced back as “undeliverable”, which is another embarrassing and unacceptable thing.
3. The order was finally picked up by a trusted person I had sent to the post office in my absence, as it had been delivered there without even informing me, and I had to travel during that week. When I came back and opened the parcel I also found out that one of the two packages of contact lenses was totally wrong! The specifications I had given were not met (they delivered lenses for myopia while I had ordered multifocals).
4. I then went to a branch of their shop in a big shopping mall in Frankfurt, as they advised this as “the simplest way to return goods”. The shop took the items back but did not tell me how to proceed further. I sent an email to the Apollo online customer service to leave a written record of this, but again received an “undeliverable” message (I had checked the email addresses several times online to make sure they were correct).
5. After one week I had not received any confirmation or reimbursement. I therefore called again their customer service and someone told me they would write an email. Nothing happened.
6. After a few more days I called again and a lady told me she had to look into the case and would call me back. Incredibly she did call back after 10 minutes and said that the person at the “headquarters” said someone had forgotten to book my return in the system (!) and that he would do this now and then book back the money to my credit card. Nothing happened once again. I am still waiting. The whole story is now one month old.

I wrote another email this evening, and I am going to call again tomorrow, plus am planning to go to the consumers’ association for advice. It takes an enormous amount of energy and time to deal with them, and their (non) response is just outrageous. I could not believe they are even allowed to behave like this in a country like Germany, which is known to protect consumers’ rights better than many others.
My advice: stay away from them at all costs, give as many truthful reviews as you can on all websites platforms you can think of. They deserve to go out of business as soon as possible, as the lack of professionalism and simply of ethic is mind-boggling. Someone said they are scammers, and yes, they are.

They are simple scammers. It has been over a week that I ordered my lenses and it was indicated a delivery 2-3 days... I have not even received an email of my order was shipped out. Now I call their customer service and they are like "yes we have yet not finalized your order on our side". This is an irresponsible behavior. I do not think one can trust them either....

super fast delivery & was informed about all steps of order process along the way (incl. a thank you mail upon delivery of parcel). really good customer experience so far

On 18.01, Saturday,I went to Frankfurt to give my glasses and get my money back. Was waiting for glasses 6 weeks, after all it turned out they are not proper. The vision was yellowish and blurred..
Before, I read carefully information on the website:

“ZUFRIEDENHEITS-GARANTIE
100 % zufrieden oder Geld zurück! Apollo bietet Ihnen mit der Zufriedenheitsgarantie entspannt risikofreie Einkaufsmöglichkeiten. Sie sollen sich schließlich mit Ihrer Sehlösung durch und durch wohlfühlen. Damit das dauerhaft der Fall ist, können Sie bei Apollo Ihre Brillen innerhalb der ersten 6 Monate nach dem Kauf zurückgeben, und Apollo erstattet Ihnen in diesem Fall ohne Wenn und Aber ganz unkompliziert Ihr Geld zurück.“

I was disappointed when the employee informed me that she cannot do this and asked me to come back on Tuesday because her superior is not in. I opened the website and showed her the information provided officially. “Unkompliziert” in this situation sounded strange. I was asked to dedicate again my working time- to come to Apollo. I tried to insist on getting any assistance, solution, and the guaranteed service but the employee was completely helpless. She called her boss few times and left the voice mail to contact the filiale immediately. I couldn’t believe in this circus. I asked for nothing more than you guearantee! I was refused to get my money back this day. I plan to come back in few days..

I strongly believe, that behind the numbers, good advertisement, and professional website, the customer satisfaction and ZUFRIEDENHEITS”, kindness and proper experts’ help, is the key to the success.

Starting from terrible customer service and helpless staff, through not proper eyes’ examination to organizational mess with absolute no back- up solution, from my subjective experience, I have the feeling that Apollo has a lot of things to improve..