Vision Express Opticians - Birmingham - The Fort Shopping Park

A bit of background. I have been a customer at this branch for over ten years and would always give it 10 starts out of five if I could. My regulalr optom and all the staff have always been brilliant and the branch almost had a family feeling to it. Quite recently a new manager has entered the fold and my latest experience but completely oposite to what I'm used to from this branch! Order 14849715. Frames, prescriptions lens and replacement lens for my sunglasses. Placed on 20th May and told it would take ten days. 22nd May - Called by lab to ask if I had already given my sunglasses in (which I had on the 20th May). 25th they were on their way to store. Received text to collect on 25th - SMS said '1 of 1' but I had two pairs. I contacted store on same day by phone. Spoke to the new branch manager Tariq. He was a bit abrupt but said all was fine however there was a delay with sunglasses. He said that the prescription ones come direct from the lab but the sunglasses had to be sent to lab and then sent back, hence the delay. No problem for me but I asked why I wasn't told. No real answer. Quite dismissive. I was told I'd have to wait 5 days. I was assured I'd be contacted. 2nd June. No contact. I had to call again and spoke to tariq again. I was told that there would be a seven day delay as the lens were not made right and had to be re-made. Very unprofessional. His manner on the phone was just awful and it he made it quite clear he had better things to do. Answering 'hmm' to everything just came across rude and, when I notified of this, he ignored me and continued to do the same. I asked for contact details for the area manager and he said they were not available to me. He said it had to be dealt wth at store level but I told him he wasn't dealing with anything well! I asked to make a complaint and even cancel the order as a last resort. He said he can't do either and that I should call customer services. When I asked for their number, he didn't even know it and had to ask someone else - and even then I was still given the WRONG phone number which is why I made my complaint using the VE online form. Which kind of store manager cannot cancel an order and does not know the company's customer service phone number?? He was dismissive and downright rude and I hope they record their calls! I am disgusted with the service I have recieved after spending £430! I have also since learned that the reason for the delay is that my frames were lost. I'm a fair person and understand these things happen but what I do not appreciate is being lied to by a so called manager. His job is supposed to de-escalate and MANAGE such situations but he failed terribly. This manager is obviously new and doesn't realise the importance of customers! I left feedback and was called by a lovely gentleman called Pardeep who advised that, since my frames were lost, VE would pay for a new pair to be sent and would also compensate me with some vouchers etc but that was Vision Express being their usual selves and the service I expect. I don't need the vouchers or discounts - that manager needs to learn to respect customers and be honest with them! Unfortunately, I will not be visiting this branch until I have heard of a change of management! It's an awful shame because the rest of the staff are wonderful and know their jobs!

Have been using Vision Express at The Fort for many years now. All the staff are very friendly and willing to help. Popped in to order some prescription sunglasses Saturday and the level of customer service from Danny, Tariq & Abid was excellent. My requirements for a specific frame to match my current sunglasses was a bit challenging, but the team did not stop looking until they found the write ones and I was happy. Can highly recommend. Thank you.

What a total 5 star experience! From my initial eye examination to receiving my new glasses, it was great. Lots of frames to chose from across a range of prices. The staff are always happy to help. Amazing! Thank you.

In dire need of an eye test and some prescription sunglasses I called in to Vision Express at the Fort. Super super speedy service. No faffing, no stupid pressure. Quality eye test and quality sales service. I'll be back.

The team at the Fort are great. Respect due to Tariq the branch manager who truly is a ‘problem solver’ and leads the team well. Customer service was on-point by all. It was unusual to hear staff speak of their directors as nice people too. So from the top to the ground roots - a great team. My first experience at this branch was certainly positive! Thank you Fort, Vision Express. Please keep up the good work.