IOLLA Reviews

Name: IOLLA
Address: Unit M13, 143 Charles street, Glasgow, Glasgow
Rating: 4.92

4.9 Rating 4,509 Reviews

98 %

of reviewers recommend IOLLA

Company Reviews

Metrics

Info

4.9

Based on 4,509 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 19th February 2024

265

Anonymous

Anonymous // 01/01/2019

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

“Still waiting on my glasses being returned to me :(”

Helpful Report

Posted 3 days ago

Hi Darren, we're sorry to hear that you're disappointed with your IOLLA experience. A member of our Customer Support team has been in touch with you this morning about the update on your order. Looking forward to hearing from you soon!

Posted 2 days ago

“I'm not sure Iolla is the right place to go for varifocals. It is so important to get the phasing right for the lenses so that the wearer can see to use a computer but also to drive. I have to crick my neck up to access the right part of the lens to see my computer screen and that isn't workable. The measurements for that element were taken by the shop assistant. The process did feel a bit scant and rushed compared to opticians I have used before. I will have to buy new glasses from Browns to ensure I get glasses I can use for work so unfortunately, for me, this has been an expensive mistake.”

Helpful Report

Posted 3 days ago

Hi Emma, we're so sorry to hear that your glasses aren't working out for you. At IOLLA we have a Happiness Guarantee, where we'd never leave a customer stuck with a pair of glasses they couldn't use. We would like the opportunity to look into this and resolve any issues with your glasses. A member of our Customer Support team will be in touch with you shortly.

Posted 3 days ago

“My computer screen is clearer without my glasses”

Helpful Report

Posted 1 month ago

Hi Sharon, we're sorry to hear that you're struggling with your glasses. We'd never see a customer stuck with a pair of glasses they can't use, so a member of our Customer Support team will be in touch with you shortly to look into this for you.

Posted 1 month ago

“I received confirmation of my order on 14 November. I’ve still not received notification that my glasses are ready. It is now 5 December. I was told I would hear within 6-8 days.”

Helpful Report

Posted 5 months ago

Hey Rooney, thank you for your review. I've had a wee look at your file and can see that our team in our Edinburgh showroom had sent you an email on the 21st of November, notifying you that your glasses were ready for collection. Our lead time for all prescription orders is 6-12 working days, with your order being delivered on working day 7. I'm so sorry if this email didn't come through! If you have any questions, please don't hesitate to get in touch with our Customer Support team on help@iolla.com.

Posted 5 months ago

“Didn’t receive on time for holiday, shades now useless as will require new prescription by next year.”

Helpful Report

Posted 6 months ago

Hey Aiden, I'm sorry to hear that you're disappointed with your IOLLA experience. I've looked into this for you and can see that your prescription was uploaded to us 20 days after your order, meaning we couldn't make a start on your glasses until this point. I can see from there that your glasses were delivered on working day 6 and were within our standard lead time for prescription orders. If you would like any more information, please get in touch with us on help@iolla.com.

Posted 6 months ago

“Order placed, two days later order confirmed by email. Then nothing. One month to the day after placing the order an email to say the glasses were ready to collect. Nice people in the shop but dreadful communication and no apologies for seriously missing the advertised 6 - 12 working days turnaround.”

Helpful Report

Posted 7 months ago

Hi Ian, thank you for getting in touch. We are very sorry to hear that you're disappointed with your IOLLA experience. We will look into this for you and a member of our Customer Support team will be in touch with you shortly.

Posted 7 months ago

“Took longer than expected (take a look at the shipping info, unlike other providers they require 2 weeks). They kindly expedited my shipping after I asked about the status but still took more than a week to arrive. When it did arrive unfortunately the glasses do not seem to work for me - I get very dizzy, there seems to be some sort of thickness issue and vision is not as good as I had hoped. Will go in person to an optician instead - I don't think online providers tend to be very reliable in general”

Helpful Report

Posted 1 year ago

Hi Luna, we're sorry to hear you're disappointed in your IOLLA experience. We quote a lead time of 6-12 working days for prescription orders which is noted on the website and on the order confirmation emails. I can see your order was dispatched on working day 7 so well within the lead time. We also updated your shipping to 24 hour free of charge, as a gesture of goodwill to speed this up for you. I can see the glasses were marked as delivered 2 days after this - so reached you on working day 9. We have used a thinner lens for your order and I can't see that you've reached out to us to discuss any problems with your vision. We are always here to help and you can reach us at help@iolla.com

Posted 1 year ago

“Picked up glasses after a ten day wait for them only to find that they had put the wrong lenses in- couldn’t see a thing! I’m still waiting for the replacement ones - another ten days later !”

Helpful Report

Posted 1 year ago

Hi Jane, we're so sorry to hear about the mix up with your order. We quote a lead time of 6-12 working days and I can see your initial order was ready to collect on working day 8. On collection, we had realised that the glasses were made to your distance prescription rather than reading and so an order for replacement lenses was placed right away. These were then dispatched by our workshop 5 days later but it looks like there had been a slight delay with the delivery, arriving with you 3 days later. The tracking is showing that these were delivered to you today so a member of our Customer Support team will be in touch to follow up.

Posted 1 year ago

“Staff not interested, Re- glasses ( change the optic) OVER PRICE”

Helpful Report

Posted 1 year ago

Hi Muzaffer, I'm so sorry to hear you feel disappointed by your IOLLA experience. A member of our Customer Support team will be in touch to get some more information and see what we can do to turn this around for you.

Posted 1 year ago

“This was my first experience with IOLLA. The glasses were comfortable, but they couldn't be folded down completely on one side. I went back to the store to get them fixed, but unfortunately they couldn't fix them. What's more..... unfortunately, now folding down the glasses requires pressure, and I have to go back to the store.”

Helpful Report

Posted 1 year ago

Hi Deniz, we're so sorry to hear about your frames. We'd never see a customer stuck with a pair of glasses they weren't happy with, so a member of our Customer Support team has reached out to follow up and get this sorted for you.

Posted 1 year ago

“I ordered glasses at the beginning of December and have still not got them. My order got lost and I was told my order would be remade and delivered as priority to receive them the week before Christmas. I still haven't been told if the new order has been dispatched or if/when I will get them.”

Helpful Report

Posted 1 year ago

Hi Olivia, so sorry that your new glasses are still not with you. We are aware that you have had to wait much longer than you should have for your glasses. A courier delay resulted in us not receiving a collection from our workshop at the end of last week, but they are due to be collected today so all going well should be available to collect from tomorrow. A member of our Customer Support team will be in touch to discuss this with you further, to see what we can do to turn your experience around.

Posted 1 year ago

“Having purchased several sets of glasses,only to find out that the prescription lenses were not correct. I have been stressed and very worried that my eyesight was impaired. At present I am awaiting the correct lens to be made up. (The glasses were left at West George St. on Saturday 10th December )I was assured this would be a rush job.. as of today I have not received call or text. I am wearing another pair of Iolla glasses with impaired vision. I would be obliged if this message is heeded quickly. Also that this is brought to the attention of Stephan. Margaret Nelson.”

Helpful Report

Posted 1 year ago

Hi Margaret, I'm so sorry to hear about your glasses and that you are disappointed in your IOLLA experience. I can see that the prescription was correct but we are tweaking the pupil centre measurements to improve your distance vision in the varifocals. We do quote a lead time of 6-12 working days, with varifocal lenses taking towards the higher end of the scale, so unfortunately it wouldn't be possible to have them ready in such a short time. Our sincere apologies if this was not made clear at the time. Your lenses are currently on order and marked as a priority, so we will do everything we can to get them to you as quickly as possible. I can see we have already discussed this on the phone throughout the week but we have reached out to you with another update and will continue to keep you informed of the progress.

Posted 1 year ago

“Visited the shop on 5th November and placed an order for 2 pairs of glasses. I received the receipt shortly after leaving the shop and noticed one pair had been selected as sunglasses, which was never confirmed nor my intention. I contacted iolla help and they amended the order accordingly. One week later Royal Mail tried to deliver to my order to the wrong address, and after contacting iolla help another order was placed for my glasses as the original order seemed to get lost in transit being returned by the Royal Mail to iolla, however, once again one pair showed a set of sunglasses which I had to ask to be amended again and the address showed the incorrect one again on the receipt. All seemed like it was going well as I got a notification my glasses had been dispatched with Royal Mail 24 hour tracked on Wednesday morning and today is Friday and I still haven’t received my glasses as they have sat at the Royal Mail depot since yesterday with no movement! Extremely frustrating! This is my 4 & 5th pair of glasses from iolla and by far my worst experience, over 3 weeks on and still no glasses!! All my other pairs have been a fantastic service, from start to finish! Disappointing!!”

Helpful Report

Posted 1 year ago

Hi Christopher, thank you for taking the time to write this review. We are so sorry to hear about your experience and completely understand your disappointment. We were aware that there were no Royal Mail deliveries on Friday due to the strike so posted your order on Wednesday using a 24 hour service in the hope that they'd be with you Thursday. Sincere apologies that did not happen. A member of our Customer Support team will be in touch to follow up and to try turn this experience around for you.

Posted 1 year ago

“I have not received my order. It took more than 14 days.”

Helpful Report

Posted 1 year ago

I'm so sorry to hear that your order is not with you Nourah! I can see that we posted them to you over a week ago but there were some issues with Royal Mail delivering to your address, we're so sorry about this. Now that your glasses have been returned to us by Royal Mail, we've sent them to our showroom for you to collect as you requested. I'll double check with our showroom that the courier has arrived with them and a member of our team will be back in touch with you shortly with an update. We hope you love your glasses when you get them!

Posted 1 year ago

“Not gonna lie … I submitted my order and then sent a couple of follow up emails. Never heard back. Then weeks (weeks) later I got an email saying the glasses were going to ship - overseas - via post. And now I need to take them in to get new lenses I can see out of. Disappointed.”

Helpful Report

Posted 1 year ago

Hi Timothy, so sorry to hear that you have been disappointed with your IOLLA experience. I can see that you placed an order on 25/04/22 and then emailed on the 26th to update a measurement, which we updated and replied to on the same day, we do apologise if you did not receive this email. Your glasses were then shipped on 05/05/22 which is within our usual lead time. We are concerned to hear that you are having an issue with your vision, a member of the customer support team will be in touch shortly to discuss this.

Posted 1 year ago

“I live 25miles outside Edinburgh and came in specially to buy two sets of reading glasses @ a total of £150.00. The glasses were fitted with the wrong lenses and I had to make the journey back to Edinburgh to have the defect remedied. That was 10 days ago and I have still not received them, so currently not a happy customer.”

Helpful Report

Posted 2 years ago

Hi James, we're so sorry to hear your replacement lenses are taking longer than expected. A member of our Customer Support team will reach out to you to follow up.

Posted 2 years ago

“Sadly now a great experience for my first purchase wrong measurement, then wrong lenses 5 weeks still not resolved was going to buy another pair but I dint bother”

Helpful Report

Posted 2 years ago

We appreciate you taking the time to send us some feedback. We’re so sorry that the issue you’re having with your glasses is still on ongoing but want you to know that we are still committed to getting to the bottom of it and resolving this matter as quickly as we possibly can. I can see that we tried to reach you on the phone last week and that a call-back has been arranged already for later today. We will do all we can to get your glasses up and running for you.

Posted 2 years ago

“not great....at all....”

Helpful Report

Posted 3 years ago

Hi Jo, we are so sorry to hear that you have been let down by your experience at IOLLA. I can see you haven’t reached out to us yet to let us know you’ve been struggling with your order. We’d never see a customer stuck with glasses they can’t use and we’d love to have the chance to turn this around for you. A member of our customer service team has emailed you now to find out more about your customer journey.

Posted 3 years ago

“Can see better without my glasses - for both long and short - than i can with”

Helpful Report

Posted 3 years ago

Hi Gordon, we are so sorry to hear that your glasses don't feel quite right. I can see that after a chat with our Dispensing Optician, we decided to go for your intermediate prescription for now as we can't supply varifocals online to new customers. Our Dispensing Optician has emailed you now with a few questions to help us get to the bottom of this and find a solution that will work better for you. We would never see a customer stuck with glasses that don't work for them so we would like to assure you that we are committed to solving the problem as quickly as possible. We look forward to hearing from you soon, Lucy

Posted 3 years ago

IOLLA is rated 4.9 based on 4,509 reviews