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IOLLA Reviews

4.9 Rating 4,451 Reviews

98 %

of reviewers recommend IOLLA

Company Reviews

4.9

Based on 4,451 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

IOLLA 5 star review on 5th January 2024

IOLLA 5 star review on 17th November 2023

IOLLA 5 star review on 17th August 2023

IOLLA 5 star review on 3rd June 2023

IOLLA 5 star review on 17th May 2023

IOLLA 5 star review on 29th April 2023

265

Anonymous

Anonymous // 01/01/2019

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

“Great service before glasses - on collection of glasses I was handed 2 pair of glasses and that was that. No seeing if they fitted or were what I had ordered . I was dumbstruck- and took glasses out of box manageress said if they don’t fit just come back - no after sales service whatsoever We don’t live in or near Glasgow so would have preferred not to make another trip Just so so disappointing .”

Posted 8 months ago

Hi Claire, thank you for taking the time to leave us a review. We're so sorry to hear you're disappointed with your visit to collect your glasses. We are looking into this and a member of our Customer Support team will be in touch with you shortly.

Posted 7 months ago

“Ordered in store for home delivery and wrong ones were sent. I went into the store and highlighted the issue and received an apology and a promise of a good will gesture for the inconvenience. The correct glasses took another week to come in but we’re delivered to store after confirmation it would be to home. I assumed that was maybe to receive the promised good will but that did not happen.”

Posted 9 months ago

Hi Bradley, Thank you for your review. We sincerely apologise for the mix-up with your glasses, I understand this is frustrating and not the high standard of service we aim to provide. I can see that our Customer Support team has been in touch with you to rectify this issue. We're looking forward to hearing back from you.

Posted 9 months ago

“I had an extremely disappointing experience with Iolla, a glasses store which I previously would have recommended to anyone. I went to the new Edinburgh store one morning to buy new glasses as I had recently had my eyes tested and had a new prescription. I also hoped to use my gift card. In my error I realised my gift card had expired a few weeks earlier. I asked the sales assistant if I could still redeem it as I was awaiting my new prescription. She was very standoffish and kept saying she didn’t understand and was fixated on when it was purchased and why I had not redeemed it. I explained I was waiting on my new eye test which is only every two years. She then went on to say I didn’t necessarily need to wait for a new prescription I could have just bought another pair of glasses as a spare. I asked if there was not an extension on on gift cards due to the pandemic as I informed them for months I was isolating due to a high risk pregnancy. She just looked at me and said I would have to ask the manger, who was stood 6 feet away and made me go through everything again even though I was the only customer in the shop. So could clearly hear the initially conversation. The manager stated she would phone head office regarding the matter and to browse the glasses which didn’t make for an enjoyable experience as she and the sales assistant whispered behind the counter. After a while she returned to say that on this occasion they would honour the voucher as a gesture of good will but as it had expired they realistically couldn’t be sure if it had been already redeemed and used before. I asked if it was company policy to return used gift cards back to customers to which she replied no. I questioned her then as to why I would still have this then. Be that as it may, if I couldn’t have used the card then that was my fault and I would have accepted that and bought new a new pair of glasses. However what I really objected to was they way in which those staff members made me feel. As a new mother who gets limited child free time, I was very much looking forward to visiting the new store that morning, having time to sample the new frames and have a bit of me time. Instead I left feeling so low, deflated and like I had effectively stolen my new glasses.”

Posted 1 year ago

Hi Emma, we're so sorry to hear you feel disappointed by your recent IOLLA experience. Our gift cards are valid for two years and the expiry date is noted on the physical gift card itself. This can be redeemed both online and in the showroom. We can see your gift card was purchased December 2020 and so was valid until December 2022. As processing an order with an expired gift card is not possible on the system, the showroom had to call the head office in order to find out a way to make this happen - which they were able to and so the order was discounted with the full value of the gift card. We're so sorry again that you feel let down by the experience in the showroom and we will pass this feedback onto management to look into with the team.

Posted 1 year ago

“This was okay. I paid for express delivery but the actual delivery was outside of their own stated delivery times for standard delivery. Other than that the glasses are fine.”

Posted 1 year ago

Hi Heather, we're so sorry again that your order arrived over the period for Express Delivery. We currently quote a lead time of 2-4 working days for Express Delivery and 6-12 working days for standard delivery. I can see your glasses were dispatched on working day 5, arriving working day 6 and we had emailed to arrange a refund for the additional £15 paid but had not heard back from you. As this was a showroom order, we just need to pop this through over the phone as your card details are not saved. A member of our Customer Support team will be back in touch to arrange this.

Posted 1 year ago

“Have used iolla once in the past to order 2 sets of reading glasses. All was well so I repeated. Showed my prescription at desk indicated on the prescription was one tick at reading glasses which I also referred to during the ordering process. Glasses arrived2 weeks later with a distance prescription Im still awaiting the pair of readers that I ordered. Now nearly 2 weeks on from that chat.”

Posted 1 year ago

Hi Moira, We're so sorry for the mix up with your glasses and the inconvenience caused to you. It does look like a processing error in our showroom led to your glasses to be made up to your distance prescription instead of your reading prescription. Please accept our sincere apologies. As soon as we were made aware of the error, we processed an order to have your glasses reglazed correctly, as quickly as possible. I can see that your lovely new reading glasses are now ready and should be with you very soon. As a company, we always strive for every customer to have a fantastic journey with us and are saddened to hear that we have not met our usual high standards on this occasion. A member of our customer support team will be in touch with you very soon to see what we can do to turn this around for you.

Posted 1 year ago

“I had a bit of an unfortunate experience in that the prescription in my glasses had been mixed up between the two eyes and so the glasses when I received them (a good bit later than planned but this was due to Royal Mail strikes rather than IOLLA) I was unable to wear them. Rather than post them back I was advised to return to a workshop to have them checked and, indeed, the prescription had been put in the glasses incorrectly. I was advised that these would be sorted ASAP, and if I could come and pick them up in store rather than having them re-posted that I would hopefully have them in time for Christmas. Sadly this was not the case. I have now picked them up, which negated the convenience of having them posted (one of the reasons I chose to order with IOLLA) and they have been sorted. I was given an apology but no other compensation was offered. I do now have the glasses that I ordered in November but I am a little disappointed with the experience.”

Posted 1 year ago

Hi Laura, We're so sorry for the error with your glasses and the inconvenience caused to you. As a company, we always strive for every customer to have a fantastic journey with us and are saddened to hear that we have not met our usual high standards on this occasion. We did all we could to get your glasses back to you before Christmas however, we were unfortunately unable to do so due to the timing of the Christmas break. We completely understanding how disappointing this must have been for you and sincerely apologise. On the rare occasion that something does go wrong with your order, it's our usual policy to offer goodwill at the end of your journey with us. Generally, we'd follow up with you after a week so you've had the opportunity to try out your glasses and make sure they're working well for you. That way, we can see the full picture and ensure that compensation is reflective and appropriate. A member of our Customer Support Team will soon be in touch to follow up with you and see what we can do to turn your IOLLA experience around.

Posted 1 year ago

“Product looks very good, but the pouch opens constantly and therefore doesn’t protect my glasses…”

Posted 1 year ago

Hi Tim-Oliver, thank you for your review and I'm so sorry to hear you are not satisfied with your case. A member of our Customer Support team will be in touch to follow up and see what we can do.

Posted 1 year ago

“The frames are great, but the verifocals are so poor I have to switch between eyes to read up close, then switch to read farther.”

Posted 1 year ago

I'm so sorry to hear that you're struggling with your glasses Keith! It's not uncommon for a brand new pair of varifocals to need a few tweaks to get them working perfectly for you. Please don't worry though, the IOLLA Happiness Guarantee means that we'd never see a customer stuck with a pair of glasses that aren't working well for them. I can see that you've not reached out to us directly about the issues you've been having. A member of our Customer Support Team will email you shortly to get some more details and ensure that we do all we can to get your lovely new glasses up and running.

Posted 1 year ago

“Love your styled. But needed replacement frames. You stated 7-10 days. I’m afraid they didn’t arrive for over a fortnight after we phoned to enquire. Didappointed”

Posted 1 year ago

Hi John, thank you for taking the time to get in touch with some feedback. We are so sorry to see there was a delay to your order. We strive to get every order out on time but I can see we unfortunately fell short on this occasion. Your feedback has been passed onto management to make sure we prevent this in the future.

Posted 1 year ago

“Time took too long”

Posted 1 year ago

Hi Isobel, we are so sorry to hear that you have not been happy with your IOLLA experience. I can see that we had been unable to open the file that you had sent with your prescription, we unfortunately were not able to make a start on your order until we had received this.

Posted 1 year ago

“I love my specs. However, this is the second pair that has been delayed in delivery. On the previous occasion, I chased IOLLA for updates while this time, they got in touch to inform me of the delay. Once is excusable however part of the reason for choosing IOLLA is the overall experience and the delays make me hesitate using IOLLA in future or recommending them to others. Also, the finish on the lens is not optimal and scratch like marks are visibile.”

Posted 2 years ago

Hi Mercy, we're so sorry to hear you're disappointed in your recent IOLLA experiences. I can see the last order arrived with you two days over the Christmas lead time and your most recent order was also two days over our usual lead time. We're concerned to hear about the marks on the lenses so a member of our Customer Support team will reach out to follow up.

Posted 2 years ago

“I would not recommend Iolla. The glare in these glasses is troublesome, especially while driving at night, which I will need to buy another pair for as I don't feel like I can drive safely. It's the first time I've used Iolla, and since my purchase in October 2021, I've had to back to the shop 3 times to get the frame tightened. Staff is nice about it but it is a faff as I don't live in town. I've got very poor eyesight, and have always needed to wear glasses, and know the pitfalls of accidentally bending a frame - no idea how I'm doing it. I've not had so much trouble with glasses from any other provider I've used. I've also been frustrated that the Smith Clip-ons seem to have been sold out for 3 months too now. Positives are the nice staff, they're local to Scotland and they have trendy styles and fun shopping environment. But I am going back to my old supplier.”

Posted 2 years ago

Hi Elisa, thank you for taking the time to write to us with some feedback. We're so sorry to hear you have been let down with your IOLLA experience. In keeping with our Happiness Guarantee, we'd never see a customer stuck with glasses they can't wear so a member of our Customer Support team will reach out to follow up.

Posted 2 years ago

“Very long delays in receiving my glasses.”

Posted 2 years ago

Hi Victoria, I am sorry I can see that we did experience some delays with your order. A member of our Customer Support team will be in touch shortly to see if we can turn your experience around.

Posted 2 years ago

“Very much style over quality. I've been wearing glasses for almost 40 years and the glasses I've had from Iolla are the worst. They look good but the coating on the lenses they use comes off far too easily. Apparently they don't expect it to last longer than three years which is way too short.”

Posted 2 years ago

Hi Rory, we are sorry to hear that you were disappointed with the coating on your glasses. Over time lenses do inevitably end up with small scratches due to wear and tear and this does result in scratches in the coating which over enough time will become noticeable. We never like to hear that we have disappointed any customer, so we are sorry that these did not meet your expectations.

Posted 2 years ago

“Waited to long for glasses to arrive and when they did arrive they came with the wrong lenses. Had to go back into the shop to return the glasses and then wait again until the proper lenses were fitted. I really like the glasses though and people in the shop we’re friendly enough.”

Posted 2 years ago

HI Norrie, Thank you for taking the time to write this feedback. We're so disappointed to hear that you didn't have a great experience with IOLLA. I can see that there was a small misunderstanding in our showroom and we initially glazed your glasses to your distance prescription rather than your reading prescription. I'm so sorry about this! Now that we have reglazed your glasses to the correct specifications, a member of our customer service team will get in touch to see how your getting on with your glasses and see if there's anything else we can do to help!

Posted 2 years ago

“Was persuaded to get glasses too small for my face. I couldn't see. The girl was lovely but they really don't suit me. Nor does the colour. I look like Timmy Mallet or Sue Pollard. Have had a good experience in the past from Iolla.”

Posted 3 years ago

Hi Lucy, we’re so sorry to hear you’re not completely happy with your new frames. We can see that you haven’t reached out to us to let us know you weren’t totally happy with your order, so a member of our customer experience team has reached out to you now to find a solution. We’d never see a customer stuck with a pair of glasses they cannot wear. We look forward to hearing from you and we’re committed to getting to the bottom of this together.

Posted 3 years ago

“I'm really disappointed with my varifocals from Iolla. They just don't seem right somehow - and I have worn varifocals for thirty years, so am used to them. Do you have a returns policy? Some opticians have a thirty day period, where they will reimburse a customer who is unhappy with the purchase.”

Posted 3 years ago

Thank you for your review Isabel and we're so sorry to hear your new glasses are not quite right. We would never see a customer stuck with glasses they cannot wear so we have sent you an email to discuss further.

Posted 3 years ago

“Should have picked the original glasses I wanted but was persuaded to go for another, don't like the ones I got now i see them on with lenses in so won't wear them”

Posted 3 years ago

Hi Linzi, we're so sorry to hear you're not happy with your new frames. We would never see a customer stuck with a pair of glasses they won't wear. Please send us an email with a little more information to help@iolla.com. We hope to hear from you soon and reach a solution!

Posted 3 years ago

“Issue with my glasses. I have emailed twice but no response.”

Posted 3 years ago

Hi Nick, thank you for your review. I'm so sorry to hear there is an issue with your glasses and you have not heard back from us. Unfortunately your email had made it's way into our spam inbox. I have sent you an email now so hopefully we can get to the bottom of the issue soon!

Posted 3 years ago

“Unfortunately my order was somehow overlooked and did not arrive for 14 days.”

Posted 3 years ago

Hi LJ, thank you for taking the time to get in touch with some feedback. We’re so sorry to hear you were disappointed in your IOLLA experience. I can see that your clip-ons were dispatched on-time but unfortunately were lost in the post causing this long delay. Our sincere apologies again. We’ve sent you an email separately with a little more information. We hope we can make it up to you next time!

Posted 3 years ago

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IOLLA is rated 4.9 based on 4,451 reviews