IOLLA Reviews

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

4.9 Rating 4,454 Reviews

98 %

of reviewers recommend IOLLA

Company Reviews

Metrics

Info

4.9

Based on 4,454 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Arms tight , sore on the side of my head behind ears”

Helpful Report

Posted 1 week ago

Hey Murray, thank you for your review. We're sorry to hear that your glasses aren't fitting quite right. We would love to see you back in our showroom so we can adjust your glasses and get these fitting perfectly for you. If there's anything else we can do to support, please reach out to our Customer Support team on help@iolla.com. See you soon!

Posted 1 week ago

“If you go in alone and need an opinion don’t rely on staff. I was helped and 2 MOS agreed on frames .. I was deciding between 2.. they are awful .. I was offered a free pair of glasses at £80 but the expense is the £165 lenses”

Helpful Report

Posted 2 months ago

Hey Bernadette, thank you for your review. We're sorry to hear that you're disappointed in your glasses. As advised by our showroom team, we're happy to change your frame free of charge to one that you prefer, however the charge is to cover the cost of cutting brand new lenses to fit your new frame. If you have any questions, please don't hesitate to get in touch with our Customer Support team.

Posted 2 months ago

“I love my new glasses, they are comfortable and look nice. The shopping experience was very good. The assistants were all kept very busy but swift and professional and the glasses arrived within the time scale. I have only reviewed a lower score because my vision is not as clear as it should be. I have spoken to Iolla refarding this and feel confident this will be resolved however, as the shop is in Edinburgh and i am in Fife, i have not managed to go back and have the glasses reviewed as yet. I did pay for wider vision on my varifocal lens but it doesnt seem to be in the right place”

Helpful Report

Posted 2 months ago

Hey Lorraine, thank you for taking the time to leave us a review. We're sorry to hear that you're not fully satisfied with your glasses. As per our Happiness Guarantee, we'd never leave a customer stuck with a pair of glasses they couldn't use, so we will get to the bottom of this together. We're looking forward to seeing you again soon and getting this resolved for you.

Posted 2 months ago

“It just seems like a long time from ordering till receiving. Quality not that great. The last pair I got seemed flimsy was dissapointed with them.”

Helpful Report

Posted 2 months ago

Hey Christina, thank you for taking the time to leave us a review. We're really sorry to hear that you're disappointed with your IOLLA experience. A member of our Customer Support team will be in touch with you shortly.

Posted 2 months ago

“Great price and I love the oversized frames, but they fit loosely and the prescription doesn’t feel quite right unfortunately.”

Helpful Report

Posted 2 months ago

Hi Amy, we're so sorry to hear you're having problems with your new glasses from IOLLA. Our customer support team have reached out to you now so that we can try to resolve these issues for you. In keeping with our normal policies, we would never see a customer stuck with glasses they can't use, and we'd always ask that you reach out to us to give us the opportunity to set you up with glasses you love. Hopefully we'll hear from you soon!

Posted 2 months ago

“I didn’t find staff member who served me overly friendly. She was quite matter of fact. I was also disappointed in the wait time. I got my last pair of specs quicker during lockdown”

Helpful Report

Posted 3 months ago

We're sorry to hear you feel disappointed by your IOLLA experience. A member of our Customer Support Team will be in touch shortly to look into this further

Posted 3 months ago

“They didn’t even tell me when my glasses were ready! Had been the store room for a week 😂😂😂”

Helpful Report

Posted 6 months ago

Hey Alan, thank you for your review. We're sorry that you're disappointed with your IOLLA experience. Our team will look into this and be in touch with you shortly.

Posted 6 months ago

“Great product and fantastic quality.....like any new expanding one, customer service isn't quite there yet!!”

Helpful Report

Posted 9 months ago

Hey Iain, thank you for your feedback. We're glad to hear you're loving your new glasses!

Posted 9 months ago

“This is my third paid of Iolla glasses so I am well versed in the process of choosing your new specs, providing the prescription and then being sent off to be created and then either collected from the store or delivered to your home address. With my prior purchases I had no issues but on this occasion the process was not smooth. Strangely, in an almost premonition like way my optician did warn me that recently he has been having lots of customers with the wrong prescription in their glasses and well what do you know! This is what happened to me! My prescription in 1 lense was off by a factor of 4! Glasses were taken back and apologies made by the lovely staff in the Edinburgh store. The prescription in the glasses was correct on the system and they had a correct copy of my prescription on file but the actual lenses were wrong. If this is becoming common place (as hinted by own optician) I wonder if there needs to be a second line check by another member of staff to make sure the lenses are correct - iolla have over stretched their production line and they need more staff if mistakes like this are being made. It will definitely make me think more about using Iolla again as this experience was not as enjoyable. However, all the staff in the Edinburgh store are lovely and he manager in the store was particularly apologetic.”

Helpful Report

Posted 9 months ago

Hey Peter, thank you for your review. We value our customer's feedback greatly and are investigating into where we went wrong with your order. Our Customer Support team will follow up with you again shortly.

Posted 9 months ago

“My new multifocals look very nice but I feel that the lenses aren't cut correctly. I find myself switching to my reading glasses a lot more than with my old frames. I've had them for 2 weeks now and should be used to them but they still don't feel right.”

Helpful Report

Posted 9 months ago

Hey Kate, I'm sorry to hear that you feel your glasses aren't quite right. As per our Happiness Guarantee, we'd never see a customer stuck with glasses they can't use. Please reach out to our Customer Support team at help@iolla.com, or on 0330 124 6525.

Posted 9 months ago

“Love my glasses so much I returned for my thrid pair, however sadly this is the third time the customer service has let me down. Uploaded my documents multiple times before having to send them via whattsapp for them to be accepted. Consequently it took three weeks for me to receive my specs, despite uploading documents the day of purchase and being a return customer.”

Helpful Report

Posted 9 months ago

“Twelve days is too long to wait for glasses also not impressed with lack of service on collection meant a further trip to get glasses fitted properly resulting in 3 weeks before glasses were more comfortable but still not completely comfortable”

Helpful Report

Posted 10 months ago

Hi Barbara, thank you for your feedback. We are always taking feedback on board from our customers so I will pass this back to our team. If the fit of your glasses still isn't feeling quite right, we would love to see you in one of our showrooms so we can get to the bottom of this for you. If you would like to guarantee a slot, please find our booking form on www.iolla.com/book, or alternatively call our Customer Support team on 0330 124 6525. Looking forward to hearing from you!

Posted 10 months ago

“I love my glasses but I had to chase to find out when I would receive them as they were more than 2 weeks late. It would have been good customer service to get an email about delivery etc. when I picked them up at store I was just handed the glasses in their box. Surprised not to be asked to try them on, check them or be asked if they required any adjustments etc. not impressed with lack of customer service.”

Helpful Report

Posted 1 year ago

Hi June, I'm so sorry to hear you're unhappy your IOLLA experience. We quote a lead time of 6-12 working days for prescription orders with varifocals being on the higher end of the scale. I can see you had emailed on working day 10 and your glasses were ready to collect by working day 11. It is our usual procedure to advise customers to try the glasses on at collection to check vision and fit, so it is disappointing to hear this did not happen on this occasion - I have fed back to the showroom manager to reiterate with the team. If you have any further information you'd like to pass on or would like to arrange an adjustment on your frame, please get in touch with us at help@iolla.com.

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

IOLLA is rated 4.9 based on 4,454 reviews