IOLLA Reviews

Name: IOLLA
Address: Unit M7, 143 Charles street, Glasgow, Glasgow
Rating: 4.91

4.9 Rating 5,074 Reviews

98 %

of reviewers recommend IOLLA

Company Reviews

Metrics

Info

4.9

Based on 5,074 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	96%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Returns Process	Easy

About IOLLA:

We offer great quality eyewear at an upfront, affordable price in an environment you can trust.

Gone are the days of stressing over unnecessary add-ons. At IOLLA, your prescription doesn’t affect the price you pay.

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IOLLA 5 star review on 14th September 2024

270

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I like the styles of glasses frames in the showrooms, but found the clip-on sunglasses not very effective against strong sunlight. Also, my glasses slipped down my nose & had to be taken back in to shop to be altered (legs were too long & needed bent) done promptly. Find the varifocal lenses not as good quality as my other glasses. Cheaper, nice frames but don't often wear them as give me a headache.”

Helpful Report

Posted 2 years ago

Hi Sheena, I'm so sorry to hear that you've been disappointed with your glasses and clip-on you bought from us last year. We'd hate to see any customer stuck with a pair of glasses they weren't happy with, so would always encourage you to reach out to us as soon as possible with any issues you might have. We're always happy to help! I can see that you quite recently visited our showroom for a routine adjustment, so I hope your lovely glasses are fitting you more comfortably now? A member of our Customer Support team will be in touch shortly to see if there's anything else we can do to help

Posted 2 years ago

“Overall a good experience, glasses arrived quickly and staff at Edinburgh store were very helpful in adjusting the fit for me. However I was disappointed that the highest level of thinning wasn’t automatically applied to my lenses. My prescription definitely warranted 1.74 index but I had to send them back as only 1.67 was applied leaving quite a large amount of lens protruding from the frame. I had to ask which index had been used as it never stated on my receipt or delivery note which level of thinning was applied. I’d suggest having a thinning preference option during the ordering process.”

Helpful Report

Posted 3 years ago

Thanks for taking the time to send us some feedback Matthew, we really appreciate it! We're delighted to hear that you had a good showroom experience. I'll be sure to pass on your kind words to our team at St James Quarter. Here at IOLLA we don't think it's fair for some people to pay more for their glasses than others just because they have a higher prescription, so we do offer lens thinning at no extra cost to our customers. Our experienced workshop team chooses the best level of thinning for every individual order based on the prescription, PD and frame choice. We're so sorry to hear that you were unhappy with the finish of your glasses. However, the IOLLA Happiness Guarantee ensures that we'd never see a customer stuck with a pair of glasses they weren't happy with. I can see that we have now reglazed your glasses for you free of charge. A member of our customer support team will be in touch with you very soon to find out how you're getting on with your lovely new specs!

Posted 3 years ago

“The quality of the used raw materials can be improved.”

Helpful Report

Posted 3 years ago

Hi Sultan. Thanks for taking the time to offer us some feedback. Our customer's input is invaluable to us! We're so sorry to hear that you're unhappy with the quality of your sunglasses. We're really proud of the products that we offer and have travelled the world to search for the best acetate, metals, and components available to us. Someone from our customer support team will be in touch with you very soon to get a little more information and see what we can do to improve our products and hopefully turn your experience around

Posted 3 years ago

“Very good ,however the receipt I was sent did not include my name and this is making it difficult for me to claim payment from my work”

Helpful Report

Posted 3 years ago

Hi Peter, thank you for your review. All our receipts should indeed contain your name and address however we will resend you a more detailed invoice which should contain all you need for insurance purposes.

Posted 3 years ago

“Hi recently purchased polarised lens covers for my glasses. Assessment Very difficult to put on and take off. FIDDILY. Couple of times I thought I would damage my glasses. Once on they are very good in filtering the light. Will presever but at £40 expensive.”

Helpful Report

Posted 3 years ago

Hi James, thank you for taking the time to share your feedback with us. We are sorry to hear that you have our clip-ons have not lived up to your expectations. The lenses that we use are fully polarised and offer full UV protection. It is good to hear that once on you do think that they do a good job. We understand that they can be a little fiddly to get on and off, this is because they do need to be a snug fit once on. There can be a bit of a knack to it, we will be in touch shortly with a handy video that can show you the easiest way to use them. We hope this helps.

Posted 3 years ago

“Well a month after ordering I still don’t have the correct glasses. I have a pair of distance glasses rather than the intermediate pair I asked for , their mistake! And rather than just sending me a new pair they want me to send back the one I have for reglazing. What a bother.”

Helpful Report

Posted 3 years ago

Hi Roger, thank you for your review. We're so sorry to hear you've been disappointed in your IOLLA experience. I can see the original prescription provided only contained a distance prescription and so our workshop had made these to distance glasses. When you had contacted us regarding this, we then had to contact your opticians to obtain the correct prescription to make the correct lenses for you. These are currently in production and we'll be in touch as soon as they're ready.

Posted 3 years ago

“I bought frames as the person helping me, used a paper measure regards my PD. I seemed to know more about this, than the assistant. She wasn’t the friendliest and was abrupt at times. I was disappointed at my lenses not being able to be put in the frames. Bought two frames and now have the lenses fitted perfectly by an optician. You really do get what you pay for. The frames I had originally wanted, from seeing online, from iolla, I was told there was a distribution issue. And, that it wasn’t just that model.”

Helpful Report

Posted 3 years ago

Hi Michelle, so sorry to hear that you did not enjoy your IOLLA experience. We would like to know a little more about your visit, a member of the customer support team will be in touch shortly.

Posted 3 years ago

“I compared my experience this year with when you first opened I did not find the experience compared Processes have been developed that suit you as seller but do not suit the customer”

Helpful Report

Posted 3 years ago

Hi Henriette, we are so sorry to hear that you have not enjoyed your most recent IOLLA visit as much as you had done in the past. A member of the Customer Support team will be in touch shortly to ask a little more about your experience.

Posted 3 years ago

“Funny you say you listen but this is the third feedback I've given with no response....”

Helpful Report

Posted 4 years ago

Hi Robert, I am sorry if we have missed a feedback. I have had a look and I'm afraid that I can't seem to see another review from you. A member for the Customer Support team will be in touch shortly to see what we can do to turn your experience around.

Posted 4 years ago

“The glasses were a completely different colour to how they looked in the photos (brown instead of bright red).”

Helpful Report

Posted 4 years ago

Hi Pippa, We were so sorry to hear that you were disappointed with your glasses when they arrived. Your feedback is valuable to us and very much appreciated. This has been passed onto our marketing team and we do plan to make a change to our website, so that we are displaying a more accurate picture of this frame, to avoid any future disappointment. We strive to promote happiness here at IOLLA and this is not something that we have managed to achieve yet. I can see that a member of our Customer Support team has been in touch, but we will reach out again to see if there is any way that we can turn this experience around for you.

Posted 4 years ago

“Lovely sunglasses but asked to hand over far too much data at the point of payment. Should be given the option to simply pay and go or submit the info. Resent it even more now that the marketing emails have started.”

Helpful Report

Posted 4 years ago

Thanks for your order and for taking the time to write us with some feedback. Our system is set up to create customer profiles when any order is placed as this allows us to store customers’ prescriptions, previous orders, notes etc. which is really valuable to our prescription eyewear customers and to us. This being said we can totally see how this information will seem unnecessary when purchasing a non-bespoke product so we will be sure to pass this on to our tech team. When we process an order in IOLLA, we ask for an email address just so that we can send you an order confirmation email as proof of purchase as we can’t provide paper receipts. We can see that your email address was not signed up to receive marketing emails, and doesn’t seem to be in our marketing list so it does sound strange that you have received some from us. A member of our customer service team has emailed you also to get a little more information about this.

Posted 4 years ago

“Was a little disappointed with glasses . The lenses were like magnifying glasses! Prob won’t be back.”

Helpful Report

Posted 4 years ago

Hi Anne, we're so sorry to hear that you've been left unhappy with your recent order. You are a valued customer of ours at IOLLA and we'd love to do everything we can to turn this around for you. A member of our team will reach out to you straight away to find out more and we look forward to getting to the bottom of this together.

Posted 4 years ago

“Hi there, first time in Iolla Edinburgh and will definitely be back as the selection is great but… the reason I only gave iolla 3 stars is I didn’t particularly feel welcome in the store I found the Edinburgh staff to be a bit cold and uninspired/uninterested which would normally have caused me to walk out of the shop but I knew the exact pair of sunglasses I wanted so it was a quick in and out. It hasn’t put me off but please can this review be fed through to your new Edinburgh st James quarter store.”

Helpful Report

Posted 4 years ago

Hi Donna, thank you for taking the time to send us your feedback. I'm so sorry to hear about your showroom experience. At IOLLA we strive to provide excellent service to every customer, so your comments are concerning to hear. I have passed your review onto our St James Quarter Manager to be fully investigated. A member of our customer service team has emailed you also to get a little more information about this.

Posted 4 years ago

“Really great frames but too long a wait for prescription lenses. We live in the world of Amazon prime and deliveroo, nobody wants to wait two weeks for new glasses. Competitors can do lenses in an hour or the next day. I purchased Iolla frames as sunglasses then went to the optical lab in Maryhill to get prescription lenses for £20 in 14 minutes, not 14 days!”

Helpful Report

Posted 4 years ago

Hi Kevin! We're so glad to hear you love our frames! The lead time we usually quote for our glasses is 8-14 days but sometimes our workshop are able to manufacture glasses a little faster than this. As our amazing workshop technicians in Cambuslang support our 4 showrooms and our online store, we sadly wouldn't be able to offer a 14 minute turnaround for every customer. We're so glad you were able to find a way to get the frames you love and get these glazed on the same day elsewhere!

Posted 4 years ago

“Overall it's been a decent experience with IOLLA. Only issue is my frames have had a chronically loose screw since about 6 months after I first bought them, so I've had to have them repaired twice now. I asked if the frames were faulty and was told I'd need to pay £50 for replacement frames despite it being a long-standing issue that started shortly after purchasing, which I don't feel is fair. So I guess it will be just be more repairs going forward which is a shame!”

Helpful Report

Posted 4 years ago

Hi Gabriella. We’re so sorry to hear that your frames have needed a couple of repairs since you purchased them in 2019. I can see on your file that our experienced workshop technicians assessed your frame and were quite confident that their repair would resolve this issue for you permanently this time. If their repair doesn’t hold, we’ve agreed that we’d like to offer to replace the frames for you free of charge. A member of our Customer Experience team has sent you an email with more information

Posted 4 years ago

“Overall good however not allowed to try frames on in store without mask on which is useless. Poor choice of frames. Nothing inspiring”

Helpful Report

Posted 4 years ago

Hi Elizabeth, we're so sorry to hear you were disappointed by your visit to our showroom. As advised by the Scottish Government, it is a legal requirement to wear a face covering when doing all essential shopping so unfortunately our customers can't remove their masks inside the showrooms. Our teams have been fantastically resourceful however and are offering all customers to take the frames they like outside with one of our handheld mirrors, to take a look at their full face with the glasses on. We're so sorry if this was missed on your visit. I will send you a follow-up email now to ask for any more feedback you have, as this is all really helpful for us to improve as we move on and continue to adapt to give the best service possible during the Coronavirus pandemic.

Posted 4 years ago

“Delivery really slow with no option to get direct from Iolla. One order was incorrect (rectified without question by Iolla) and the other order was late. Not great.”

Helpful Report

Posted 4 years ago

Hi Ian, thank you for taking the time to write to us with some feedback. We are so sorry to hear that you've been let down by your experience at IOLLA. Unfortunately Royal Mail have been struggling a little under the pressures of volumes of deliveries and also abiding by social distancing policies so deliveries can be expected to take a little longer than the normal 48 hours. At the moment, we are not offering collections to limit the number of customers in our showrooms also. However, your feedback is important to us so we will be sure to take this on board. I'm so sorry to hear that one of your orders was incorrect. I'm unable to see this on your file so I have reached out to you by email to get some more information.

Posted 4 years ago

“Good service”

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Posted 5 years ago

Thanks for taking the time to write us a review. I can see from your rating that it looks like we have some room for improvement so we’re so sorry if your visit didn’t quite meet our normal high standards. We’ve sent you an email now to ask for a little more information on how we could have bagged those last two stars and we would so appreciate any more feedback you have.

Posted 5 years ago

“OPTICIAN WAS EXTREMELY NICE AND HELPFUL. UNFORTUNATELY THE GIRL AT THE DOOR WAS VERY UNFRIENDLY AND UNPLEASANT TO MYSELF AND MY HUSBAND.”

Helpful Report

Posted 5 years ago

Hi Sheelagh. Thank you for taking the time to write us with your review. I’m so sorry to hear that your IOLLA experience did not meet our usual high standards. Please rest assured that this matter will be investigated thoroughly. A member of our customer service team has emailed you and we’d really appreciate if you could get back to us with more information about your visit.

Posted 5 years ago

“The service from all the staff was amazing from the minute I walked in the door, really friendly and informative. It was a shame the wrong prescription was put in my glasses which caused me to take time out of work to fix it, however mistakes can be made and would still buy from because of the good quality.”

Helpful Report

Posted 5 years ago

Hi Lauren, we're happy to hear you had a great experience in the showroom but so sorry there was a mix up with your glasses. A member of our Customer Experience team has sent you an email to discuss further.

Posted 5 years ago

IOLLA is rated 4.9 based on 5,074 reviews