Fielmann AG Reviews 

I had to have at least 5 appointments get nothing in the end. I ordered 3 focal, delivered bi-focal. I ordered replacement lenses for computer glasses, wrong prescription for left lens delivered, left & right lenses were of different quality so left lens was twice the thickness of the right lens even taking in to account correction differences. The staff in the shop are seldom the same people from day-to-day so no consistancy in service. I was not asked about or offered high index or low index lenses, no discussion about price verses thickness of lenses. I asked “are they Ziess Lenses* yes sir was the answer; I asked Zeis themselves and they said they are not Zeiss.

If I was asked about Fielmann, the answer would be “don’t waste your time going there” which is sad as in the past I have had ok service and the glasses worked. It feels like profit over quality of service is now the operating model in Fielmann. I would rather pay more money and get a good service than spend less money and get unusable glasses.

Twice the glass are unusable,as they made it twice wrong!Total waste of money and time///run away from those idiots!
38518 Gifhorn shop!loosers!

Delivery and packaging times take forever. If you need contacts go with a more reliable company as you won't be stuck like me unable to see for work. Ordered it for the second time, first time took a whole week before they sent it out, so I gave it another try and I ordered and paid for contact lenses on the 2.10 it's 9.10 and they haven't even prepared the order. I really like Fielmann but this is not a good service.

I’ve paid for my contact lenses on the 18th July, and they dispatched the order after 26 days!!! Customer service is horrible. They are kind of okay to give you a replacement for free (they give you 5 pairs of lenses - which in my case were not enough!), but nobody’s gonna tell you in which store you can find it. In my case - and I have astigmatism- I’ve wasted the whole day traveling between different offline stores in attempts to find the lenses that could fit. In the end they provided something slightly different from my parameters, and I don’t see well in them. Meanwhile, I’ve already moved to a different apartment! They refuse return at this stage, so I would have to travel to my old apartment, receive the delivery and only then ship it back! They didn’t even apologize for wasting my time and my health! I will never order again at this store.

I ordered a pair of sunglasses from Fielmann online, but they turned out to be of very poor quality. I visited one of Fielmann’s local stores, where the staff admitted that this level of quality was not typical. They processed the return and recommended ordering a new pair, assuring me it was likely a one-off issue.

So, I gave it another chance and ordered a second pair — only for it to arrive with the exact same issue.

I decided to return them in-store again, as clearly allowed by Fielmann’s return policy. However, this time the staff made excuses to avoid accepting the return, claiming that in-store returns weren’t possible for online purchases and told me to go to the post office instead.

I explained that their own return policy clearly allows in-store returns, and that I had previously returned an online order at a different Fielmann location without any problems.

While reluctantly processing the return, the staff acted annoyed and didn't know how to issue a proof of return. They even remarked that I “shouldn’t buy online” — in a tone that made it sound like returning products was some sort of hobby for me. Completely unprofessional and inappropriate behavior.

All in all, this was an incredibly frustrating and disappointing experience. Between the poor product quality and the unprofessional, undertrained staff, I won’t be shopping at Fielmann again.

Fielmann’s are dishonest and a crooked enterprise. Circa seven years ago I bought lenses for four pair of existing glasses. Always looking for an additional discount, I asked the sales person if they had any deals. They did, that is their deal was a ten Euro discount per pair if I bought a two year insurance with Hanse-Merkur. The first year I would get 70 percent off new lenses if those I bought were scratched or destroyed, and the second year 50 percent. Being a very busy professional, attention to bank account charges are not always a priority. Four years later I noticed they were still charging me 40 Euro a year for insurance. I went to Fielmann’s and asked why they were still charging my account, and their answer were that I can choose a fashionable new pair of frames (not fashionable by any account) with new lenses. This was NEVER of interest ever, and the sales person did not tell me when I bought the insurance. The story does not end there. If you were to pick the lenses for the free pair, they are the cheapest ones they have and being Fielmann’s they will likely attempt selling you much more expensive lenses (someone told me this is how they operate). During my visit I asked Fielmann’s to cancel the insurance, which supposedly they did. A month or so ago, two years later after my last visit to cancel the insurance, I noticed they were still charging 40 Euro’s per year in insurance, and yes, I went back to discuss the issue, plus I wanted my money back. This will likely not happen, but I did find some information that you should all know. Fielmann’s and Hanse-Merkur are in business together, and the contract you sign is valid for at least 15 years. This means that if I had not stopped the payments this last time, I hope, they could have swindled me for more than 500 Euro in additional to what they already took out of my account. According to my logic, when a business swindles you in this manner, what other unsavory business do they do. I read comments from one individual who supposedly bought fog-free lenses, or did he. When you buy supposedly quality lenses at great expense, are you really getting them, or are they giving you cheaper lenses. The problem is that the majority of us do not know as we are not opticians. We have to assume they are honest and sell you what you ordered. On another note regarding the insurance I bought, the sales person only discussed its value for two years and never mentioned that Hanse-Merkur could continue to charge my account for many more years. Lies by omission. On yet another note, when you read the wonderful and great reviews Fielmann receives online, look at the diction and words used. The diction and words are often the same and this makes me wonder if even these are truthful. Just be careful, and if at all possible, find a more reputable optician, we did, and we get the best customer service and assistance.

the worst service I have ever tried since I arrived to Germany!
I ordered Medical vision lenses, I needed them urgently because I lost my glasses, it took one entire week to arrive, and this after I called the customer service, seems that otherwise I would not receive them at all or idk. Before I call the customer services I sent them an email and to date I have no answer... I saw that it migt take two to 4 days, on the 3rd day I wrote an email, no answer and no information about my parcel, on the 4rth day I called, only then the produxt was shipped and arrived 2 days later...

We have bought glasses at Fielmann, Flensburg several times and can strongly recommend the company.
Recently we were serviced by Herr. Darrel Schönfelder, a very competent optician who provided us with the highest level of service. His service have certainly ensured that, we will be coming back again in the future.
All the best wishes and thanks.
Elva Gadegaard

I wish I could give 0 stars.

After my eyeglasses got badly scratched, I used my insurance with Fielmann to get a replacement. They ordered new ones but never notified me when they arrived. After 15 days, I went to the store myself, only to find out they had been ready, but when they tried to mount the lenses, they broke them!

Now, I've been waiting another 10 days (25 days total), and the status still shows they’re "being processed." This is beyond frustrating. I rely on my glasses daily, especially for work, yet they show no urgency or concern. It's as if they don't care that I need them to function properly.

This is the last time I order from Fielmann. Never again!

Update: After calling them today, they told me the new order was made on January 28th, while I was there last week when they broke them and now I have to wait until next Thursday! They literally forgot to make a new order after breaking my first order. As if I use the glasses for fun while I've been struggling to work without them.

Very unprofessional from Fielmann Billstedt Center and I really think they are doing this on purpose.

I really wish trustpilot had a zero star rating because they definitely deserve a zero.

Waiting for now more than three months for sun glasses I ordered and paid at the Milano shopping center in Italy
No glasses, no refund, no clear communication whatsoever, avoid this company!
The local manager completely lacks managent skills, Gianluca Tosques
Deputy Store Manager di Assago
C.c. Milanofiori, 20090 Assago
Fielmann Italia srl

Next step will be an official claim

Just wanted to say a huge thank you to Valerija from Daugavpils. Fantastic customer service, great prices, excellent place and very high standards. Extremely fast delivery for people who travelling from abroad and have no time to wait. Highly recommend this place and wish you all the best. We are your customers for many many years and we love coming back again.

Kind regards
Julia
London

do not go to the Fielmann on Badstrasse. I was there today as my glasses broke and requested an eye test. My German is far from good but did get my point across in English. was told to wait. After waiting for 30 minutes in an empty store I inquired about when I would be seen. I was told there were no English speaking doctors for an eye test (I did not NEED an English speaker for the test) and was then told the optician was busy could not see me today. This was not told to me when on my first inquiry. The 2 gentlemen at the counter were rude and even though I have my glasses from them the first time I will never go back to this location again. SHAME on the crappy customer service

I had a very good image about Fielmann ,but unfortunately it is no more the case.Yesterday (29 Jun2024) I had a scheduled appointment at 14:45 pm for eye test .I reported at the store @14:30 pm informed the front desk lady but after wasting 70 mins nobody even attended me.While tried to check with them they simply say they have no one who can speak English hence nothing can be done.Very disappointing..if u can not help me then why don’t u ask me 70 mins before…Don’t I have any value of time and patience?On top of that their attitude was very casual as if they don’t care about their customer.Finally I left the store without eye test and wasting 75 mins.
Infact in last 20 April 24 I had a similar experience in the same store of Fielmann,where I have given an appointment from them and kept me awaited for 30 mins and finally they smartly said that they can not do the test as the machine is not working…such a poor quality of Lie.

Do not know what is the problem in that store but it’s simply pathetic.I will never visit that store in future.
Store like Mister Spex ,Apollo much better organised.

First I have been a loyal customer of Fielmanns for over 10 years. I have bought 4-5 pairs of glasses there and been satisfied. However I have always been a bit confused by their insurance policy.

A few days back I tripped in front of my flat and fell on my face. The only thing that saved my face from serious scraping was my glasses. the glasses did not survive. I went to Fielmann first thing not worried because I had paid 50 euros insurance just last October (2023) and had proof of this payment to Hansmerkur insurance. The first thing they told me was that I was not infact insured for my 700 euro glasses. It is all very complicated.

In early October I tried to cancel the insurance as I had had the glasses for 2 years. I was told that while I was too late to cancel for this year, at least I would be insured. So I paid the premium and thought no more about it.

Apparently, somehow, I had to make the payment but I am not insured. I still do not understand this. Needless to say, no more dealing with Fielmann for me.

To be fair the young man who eventually helped me in the Steglitz Fielmanns was very understanding and helpful but for me the company as a whole is no longer a store where I will spend my money. A shame as I used them for all my eye glasses for the past 12 years.

Samantha Spedicato was super patient,helpful and knowledgeable. I was in in the shop 4 times and could not decide on a pair of sunglasses, I was feeling a little embarrassed when I came in the fourth time but I saw something in the window. On the last day she recommended a few pairs that was perfectly suitable for my face and in the end I bought 2 pairs of sunglasses and 2 glasses. She was very friendly, honest and not pushy in her recommendations, I was extremely happy with her kind and good service. I would definitely recommended going to this shop with great service, selection and great pricing! The manager was very helpful too as he gave us a special discount since they could not find the original box for one of the glasses.

Jade

Two days ago I visited Harras branch for the first time.I found great treatment and great respect for me as a customer.Despite my poor German, the lady was patient and kind.Greetings to all employees,

Contacts took over 7 days to be sent and did not receive any proactive communication.

First: they say they have the best price of lenses in Europe. I checked with my Optician the same lenses brand and from him it was much cheaper.

Second: they just let you check around by yourself to find the glasses you like more.
When I take an appointment and I go to an optician, I expect that the seller shows me which one are better for my face, which ones fit better. I expect advices.
The sellers have an average age of 50+, which I could expect yes experience, which I did not notice it btw, but I cannot expect a modern taste contemporary and fashionable.

This was my first time buying glasses at all. I was even surprised that I needed them to begin with. Went to the Fielmann close by and was pleasantly surprised by the clean atmosphere and friendly workers. The person who adjusted the glasses for me was kind and patient too. The glasses I bought I still need to get used to, but overall, a good experience and investment. The glasses themselves, both from the options, and which I ended up buying, were stylish and affordable as well. Thank you for the offer, free etui and added guarantee. Wish you all a good day.

Fraudsters!!!
Twice I ordered contactlenses in the shop, twice the invoice for products you did not order and then send to inkasso. Not once, twice.. Its their system to suck out any possible client of anything they can possible do! Will file a policereport now, its not acceptable!