Very good people to deal with. Prompt service.
However one thing stopped me giving 5 stars as driver couldn't find house.
May I suggest your delivery people have access to WhatsApp, then with a pin location they would find house easily!
Vision Direct España Reviews 47,508
•
4.2
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
See what reviewers are saying
I’ve been using Vision Direct for a number of years now, mainly because of the lower cost compared to the high street opticians and high quality of the lenses. Delivery is always prompt and absolutely love the fact there is a small packet of Haribo sweets in the box which I give to my husband. Since moving to Spain I have made my first order and without fail keep the high standards I have come to know with Vision Direct. I wouldn’t use another supplier as they have always met my expectations.
Since I started using the company now nearly 7 years ago. I have never had a bad experience. I first arrived in Spain then and was in need to contact lenses. Without having to go to an optician and struggle with the language when I just arrived the service team here were super efficient at advising a similar product I was using back home and since then I have never stopped orderig from them
I use visiondirect.co.uk since years .
you get your delivery after only 1 day ( usually where I live , Ibiza , take longer with any other delivery )
They use Seur which is the best delivery company in Ibiza .
5* are really deserved !
Company details
Written by the company
En Vision Direct nos dedicamos al abastecimiento de lentillas de reemplazo, líquidos para lentillas y productos para el cuidado de la vista directamente a la puerta de tu casa en la mayor brevedad posible y con precios increíbles. No dudes en contactar con nuestro servicio de atención al cliente altamente cualificado ante cualquier duda que tengas.
Contact info
C/ Joan Torró i Cabratosa 3, 17005, Girona, Spain
- 911 146 571
- ayuda@visiondirect.es
- visiondirect.es
4.2
Great
48K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
Verified
Very good people to deal with
Very good people to deal with. Prompt service.
However one thing stopped me giving 5 stars as driver couldn't find house.
May I suggest your delivery people have access to WhatsApp, then with a pin location they would find house easily!
Date of experience: April 22, 2025
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Vision Direct UK Brilliant - Vision Direct Spain Nightmare
I've used Vision Direct in the UK for years and I've never had any issues. I would order contact lenses about a week before running out and everything would be delivered extremely fast (always with the courtesy Haribo!). I moved to Spain about a year ago and everything has changed. It's an absolute nightmare receiving my contact lenses. The first two orders, I received a message that my address was incomplete / incorrect and the order couldn't be delivered. There was nothing wrong with my address. I ultimately picked up my contact lenses at a local "venta" (bar). To avoid any of that, I placed an order with delivery at my sports club where parcels arrive on a daily basis, it's also a well-known address. I placed the order on 19 May, expected delivery date 20 May. After all, Vision Direct offers "delivery within 24 hrs". I call on 23 May to be told that the brand EverClear is "unavailable". The order will be sent when they become available. There has been no communication about anything of sorts and on the website, the order suddenly changed from "entregando" to "confirmado". I ask if the AcuVue lenses, also part of the order, can at least be delivered but no, the order can't be "split". I ask if I place a new order, without my preferred EverClear, if the order will arrive tomorrow. Answer: I don't think we have available for that. Absolute nightmare Vision Direct Spain.
Date of experience: May 19, 2025
Reply from Vision Direct España
Hello Cindy,
Thank you from the bottom of our hearts for being a long-standing customer of Vision Direct. We are incredibly grateful for your loyalty over the years, and we truly regret that your recent experience with our service in Spain has fallen far short of the high standards you were used to in the UK.
We are genuinely sorry for the frustration and confusion you have encountered. Your feedback is both valued and vital, and I want you to know that we are taking your concerns seriously. I completely understand how disappointing it must be to face unexpected delays and a lack of communication, especially when you placed your order with trust in our commitment to next-day delivery.
Upon checking, I can confirm that your order has already been escalated to our dedicated Supply Chain Team for review. As of now, we are still awaiting an update regarding the availability of the Everclear lenses. Please rest assured that as soon as we receive any news, we will notify you right away.
We also truly regret that a partial shipment could not be arranged in this instance. Your experience highlights areas where we must improve, and your honest review helps us take those steps with urgency and care.
You are incredibly important to us, and we are committed to restoring your confidence in our service. Should you need immediate assistance or wish to explore possible alternatives for your lenses, please do not hesitate to reach out to our Customer Care Team via live chat or phone. Our team is always here to support you in real time.
Thank you again for your patience, your voice, and most of all, for continuing to choose Vision Direct. We hope to serve you better moving forward and to bring back the peace of mind you once enjoyed with us.
Best Wishes,
Vision Direct
Verified
Easy to order from the website
Easy to order from the website, a confirmation email after ordering and very prompt delivery service
Date of experience: April 20, 2025
Verified
Buenos productos y servicio impecable
Buenos productos y servicio impecable
Date of experience: April 16, 2025
I would rate VisionDirect’s service and…
I would rate VisionDirect’s service and products a solid 9 or 10. However, the use of SENDING as the delivery company—and the lack of support when issues inevitably arose—brought the overall experience down significantly. I’ve had five successful deliveries to the same address, but suddenly SENDING reported a problem. When I contacted customer support, I was told it was my responsibility to resolve the issue directly with SENDING, which wasn’t possible. This lack of assistance was disappointing. To avoid future problems with SENDING, I’ll after almost 10 years as VisionDirect loyal customer be switching to another provider.
Date of experience: April 25, 2025
Reply from Vision Direct España
Hola Thorbjørn,
Gracias por tomarte el tiempo de compartir tus comentarios. Lamento sinceramente escuchar los inconvenientes que experimentó con el envío por mensajería y la falta de apoyo que sintió durante el proceso.
Entendemos perfectamente lo frustrante que debe haber sido, especialmente después de muchos años como cliente fiel. Desde luego, este no es el nivel de servicio que pretendemos ofrecer. Aunque trabajamos con empresas de mensajería externas para la entrega, reconocemos que sigue siendo nuestra responsabilidad garantizar una experiencia fluida y de apoyo de principio a fin.
Sus comentarios han sido compartidos con los equipos pertinentes para que podamos trabajar en mejoras, en particular con respecto a nuestro manejo de soporte en estos casos. Agradecemos sinceramente su lealtad durante los últimos 10 años, y esperamos tener otra oportunidad de servirle mejor en el futuro.
Si hay algo más que podamos hacer o si desea seguir hablando de esto, no dude en ponerse en contacto con nosotros a través del chat en vivo o llamándonos directamente al 91 1146571.
Saludos cordiales,
Vision Direct
Just avoid
Just avoid and search for a better service. Too many issues with delivery and zero assistance in case of problems
Date of experience: May 09, 2025
Reply from Vision Direct España
Hola Ivan,
Gracias por tomarte el tiempo de dejar un comentario.
Espero que estés bien, siento mucho tu reciente experiencia con tu pedido. Por favor, sepa que este no es el tipo de experiencia que queremos que tenga. Entiendo perfectamente lo frustrante que es y espero que podamos resolverlo.
Tengo que investigar esto, por favor, háganos saber el número de pedido para que podamos verificar y localizar su pedido.
Esperamos su respuesta. Para una asistencia más rápida también puede llamarnos o chatear con nosotros.
Saludos cordiales,
Vision Direct.
Verified
Verified
Amazing service
Amazing service! They gave me harribos for free! Very respectful and responsive as well!
Date of experience: April 08, 2025
Verified
I did not receive my product
Date of experience: April 07, 2025
Reply from Vision Direct España
Hello Jakub,
I'm truly sorry to hear that you still haven’t received your product. This is absolutely not the experience we want for you, and I completely understand how disappointing and inconvenient this must feel.
I’ve reviewed the previous communication, and I can see that a link was sent to help you modify your delivery address. If there are any issues or if the parcel still hasn’t arrived despite the update, please rest assured we’re here to help make things right.
For immediate assistance and to explore the next best steps, I warmly encourage you to reach out to our Customer Care team via live chat or phone. Our agents are ready to support you in real time and ensure this is resolved swiftly.
Thank you so much for your patience and understanding. We truly appreciate your trust.
Best Wishes,
Vision Direct
Verified
Verified
Verified
Fantastic price
Fantastic price , fast and efficient service . Excellent contact lenses
Date of experience: March 28, 2025
Verified
Last 2 packages went missing, no help
I've ordered several times from them. Twice my package has either been robbed by the courier or lost in transit. I've cameras at the door so I know for sure my neighbours didn't get it, the courier just never showed up.
When asked if I could get the proof of delivery to see if they even tried, CS doesn't have the way to get that from the delivery company.
I guess I'll never order again from them as they can't make sure that their own transport company works.
Date of experience: March 27, 2025
Reply from Vision Direct España
Hola Nyxia,
Te agradecemos mucho que compartas con nosotros tus comentarios y lamentamos sinceramente los problemas que has tenido con tus últimos pedidos. Como cliente fiel, te mereces un servicio fiable, y entendemos perfectamente tu frustración cuando los pedidos se pierden a pesar de estar marcados como entregados.
Aunque hacemos todo lo posible para garantizar el éxito de las entregas, reconocemos que esta situación ha causado importantes inconvenientes. Entendemos lo importante que es tener un comprobante de entrega y le pedimos disculpas por no poder proporcionárselo.
Para ayudarle más, le rogamos que se ponga en contacto con nuestro equipo de atención al cliente a través del chat, por teléfono o por correo electrónico. Nuestro equipo estará encantado de investigar el problema en detalle y trabajar con usted para encontrar la mejor solución.
Su satisfacción es muy importante para nosotros y valoramos su lealtad. Esperamos poder resolver este problema y recuperar tu confianza.
Nuestros mejores deseos,
Vision Direct
Verified
I wouldn’t shop anywhere else for my contact lenses
I’ve been using Vision Direct for a number of years now, mainly because of the lower cost compared to the high street opticians and high quality of the lenses. Delivery is always prompt and absolutely love the fact there is a small packet of Haribo sweets in the box which I give to my husband. Since moving to Spain I have made my first order and without fail keep the high standards I have come to know with Vision Direct. I wouldn’t use another supplier as they have always met my expectations.
Date of experience: March 20, 2025
Verified
Service 👍👍👍
Date of experience: March 18, 2025
Verified
Verified
My order never arrived and silence from Vision Direct
My order never arrived, I contacted Vision Direct who say they have no ability to contact or check on their courier service (I mean really, that’s ridiculous) and have no idea when I will receive my “next day” delivery will arrive. 1 week later and still no contact lenses…. I don’t believe I will ever receive my order and I do need these contacts soon, so I’ve ordered from a competitor for the same price and they were able to delivery the order to my correct address. Will not be using Vision Direct again unless they improve their address/courier system!
As mentioned in other reviews, they use Sending (sending.site) as their courier which is awful at basic address finding! For
multiple days in a row this is what the tracking link looked like:
14:07 Direccion corregida por el destinatario
11:42 Direccion incorrecta - faltan datos
08:59 In delivery Madrid (280)
08:02 Arrival Madrid (280)
My address is correct, I even tried to update the formatting of my address in the Sending tracking link to no avail, the next day on the next delivery “attempt” it still said the same thing “address incorrect”.
If they simply entered my address into Google Maps, any competent delivery driver could have delivered my order.
I have also contacted Sending (the courier) who have not responded. Clearly it’s some formatting issue with the address. Vision Direct - you need to integrate a proper address system that correctly submits the address to your courier who are clearly having issues reading addresses… this is a very basic feature to expect from a courier company which clearly Sending does not provide.
Date of experience: March 09, 2025
Reply from Vision Direct España
Con el fin de poder responderle lo más pronto posible, hemos utilizado una herramienta de traducción. Si bien tomamos todas las precauciones necesarias al momento de responder, lamentamos si se producen errores ortográficos y gramáticales.
Hola Fiona,
Le agradecemos el tiempo que nos ha dedicado para hacernos llegar sus comentarios.
Espero que te encuentres bien, siento mucho que el pedido no se entregara en la fecha que esperabas.Por favor, que sepas que este no es el tipo de experiencia que queremos que tengas y gracias por darnos la oportunidad de ayudarte.
He mirado en esto para usted y puedo ver que el pedido fue enviado a tiempo para el envío que es 10 de marzo 2025 y la última actualización en el número de seguimiento fue 12 de marzo 2025 en tránsito Dirección incorrecta - faltan datos.
Para tomar medidas inmediatas, Ya coordinamos esto con Sending poniendonos en contacto con ellos via email y les aconsejamos que confirmaran que la direccion de envio es correcta y preguntarles el estado del envio y si pueden entregarlo lo antes posible.
Para disculparme por el retraso, he emitido un reembolso de 3,99 euros para usted por los gastos de envío. Esto se mostrará en su método de pago original en 3-5 días laborables.
Una vez más, lo siento profundamente por cualquier y toda la frustración causada por esto. Si hay algo más en lo que podamos ayudarle, por favor, háganoslo saber.
Saludos cordiales,
Vision Direct.
Verified
Never received my order 😡
Date of experience: March 03, 2025
Reply from Vision Direct España
Hello Gie,
Thank you for reaching out to us, and we sincerely apologize for the inconvenience caused by not receiving your order. We completely understand your frustration, and we're truly sorry for any delay.
Upon checking, it shows that your order is out for delivery today. We kindly ask if you could please allow the courier some more time to fulfill the delivery. Sometimes, there can be slight delays that affect delivery times.
As an apology for the delay, we would love to offer you a 10% discount on your next order with us. Whenever you’re ready to place an order, feel free to reach out to our customer service team, and we’ll be happy to add the discount to your basket.
Once again, we deeply apologize for the inconvenience, and we truly appreciate your patience. Please don’t hesitate to contact us if you need further assistance.
Kind regards,
Vision Direct Team
Verified
Great service and the fastest delivery…
Great service and the fastest delivery ever!
Date of experience: February 24, 2025
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.