Newlenses.co.uk Reviews

Name: Newlenses.co.uk
Address: NewLenses.co.uk. PO Box 393 Broxbourne EN11 1GU, Broxbourne
Rating: 4.77

4.8 Rating 1,721 Reviews

95 %

of reviewers recommend Newlenses.co.uk

Company Reviews

Metrics

Info

4.8

Based on 1,721 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	2 - 3 Hours
Customer Service	4.8 out of 5

Visit Website

Phone:

0161 922 8510

Email:

support@newlenses.co.uk

Location:

NewLenses.co.uk. PO Box 393 Broxbourne EN11 1GU
Broxbourne
EN11 1GU

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Newlenses.co.uk 5 star review on 4th June 2021

Anonymous

Anonymous // 01/01/2019

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

“I ordered a reglaze for my Ray Ban frames, when the glasses were sent back the lense fit into the frame was appalling, i sent them back on the 20th November 2018 and now on the 3rd January 2019 still waiting for them to be returned, appalling service.”

Helpful Report

Posted 5 years ago

Thankyou for the feedback and our sincere apologies for the issue with the order. We offered to replace the varifocal lenses to resolve the issue. The turnaround time is longer for these complex lenses and unfortunately one of the replacement lenses was damaged and had to be re-ordered. This, coupled with longer timings over Christmas resulted in this delay. I’m pleased you accepted our offer of providing a complimentary pair of glasses as a good will gesture and I hope we have the chance to demonstrate our normal high-quality service in the future.

Posted 5 years ago

“Great! Half the price of getting my lenses from high street opticians. Would defo recommend.”

Helpful Report

Posted 5 years ago

“Hello, I had my eyes tested by the Tescos optician and received a lens prescription. This prescription I then sent to you to be made into glasses. However the received glasses resulted in blurred vision, this means either that the prescription was in error, or you didn't manufacture the lenses correctly. I think I should say that when I have bought glasses from the optician that tested my eyes, I have always received glasses that suited me. I think you maybe need to check your quality controls..”

Helpful Report

Posted 5 years ago

Hi Andrew. Thank you for your review. I can assure you that we have very strict quality control and we validate every lens that we manufacture to ensure they match the given prescription. As you know from our email exchange, we offered to take your glasses back so we could double check the lenses and your prescription. Usually in these cases it is a mistake with the prescription which was entered when placing the order. We always offer to resolve these problems, or offer a full refund of course. I'm sorry we didn't have the chance to resolve this for you but please get in touch if you would like us to look into this for you. Kind regards.

Posted 5 years ago

“Comunication is poor, and the phone line is a call center so basically can't tell you anything. Waited over 2 weeks for my new lenses and when they arrived put them on only to find everything is a complete blur. No glasses for my holiday.... Thanks for that!”

Helpful Report

Posted 6 years ago

Hi Dan, I'm very sorry to hear about the issues. Unfortunately, this is the first we've heard about it so we've not had a chance to look at what the issue is, it could be something simple like a prescription error when you placed the order. We would be happy to check your prescription and re-do the lenses for your if you can return your glasses to us using our Freepost service. Please contact us at support@newlenses.co.uk. Regarding the processing time, your order has complex lenses and we do state these take up to 7-10 days, but we usually deliver quicker than that so I'm sorry for the delay with your order. Kind regards, Adam

Posted 6 years ago

“poor service, call centre help line. I received the wrong lenses after a 3 week wait”

Helpful Report

Posted 6 years ago

Hi Daniel, I'm very sorry to hear about the issues - unfortunately this is the first we've heard about it. We would like the chance to resolve the matter for you, it could be something simple like a mix up on the prescription. If you could email us at support@newlenses.co.uk we will do everything we can to resolve this for you, or provide you a full refund. Kind regards, Adam.

Posted 6 years ago

“could not see through lenses frames substandard.”

Helpful Report

Posted 6 years ago

Hi Paul, thank you for your feedback. I'm very sorry to hear you're not happy with your lenses/frames. We pride ourselves on providing excellent quality, even on our budget frames, so perhaps your frame was faulty. We would be very happy to replace the frame and lenses for you (it could be an incorrectly entered prescription) - please contact us at support@newlenses.co.uk so we can resolve this for you. Kind regards, Adam

Posted 6 years ago

“Hi, I haven't received my glasses yet. Please find out what went wrong with the postage.”

Helpful Report

Posted 6 years ago

Hi Flora, I'm very sorry to hear you haven't received your glasses yet. This is the first we've heard about the issue so we will follow up with you separately and chase up with Royal Mail. Kind regards, Adam

Posted 6 years ago

“I find I cannot really use the glasses, the prescription is somehow misintrepreted and I see blur, one side of my vision like viewing my screenis larger than the other.”

Helpful Report

Posted 7 years ago

Hi Kirsti, I'm very sorry to hear about the issue with your glasses, this is the first we've heard about it. If you could email us at support@newlenses.co.uk we will do what we can to help resolve the issue for you. Kind regards, Adam

Posted 7 years ago

“Glasses returned were totally out of focus all over the visual field, clearly the totally incorrect prescription”

Helpful Report

Posted 7 years ago

Hi Rob, thank you for your feedback. As you know, we are currently dealing with your issue and it may be due to incorrect prescription details sent to us, but of course we will do everything we can to resolve the issue for you. As soon as we receive your glasses back along with a copy of your prescription we will investigate this as soon as possible. Kind regards, Adam

Posted 7 years ago

“This was a shambles from start to finish. Discount code not honoured. Unable to log in to my account online, in spite of them having confirmed my email and password. New Lenses not bothering to pick up my glasses from the Post Office for over a week after having been notified. Not getting back to me for nearly a week after I phoned them about this. The glasses, which eventually arrived back to me after re-glazing, are worse than my previous pair. I took them to an independent opticians for measuring on a focimeter and they tell me the left lens is -0.50. I had ordered -0.25. A complete waste of money as far as I'm concerned.”

Helpful Report

Posted 7 years ago

Dear Krys, Thank you for taking the time to provide feedback on our service. However, I do feel some of your comments are unfair and/or incorrect: 1. A discount code was never issued to you, but we would have been happy to apply a discount if you had asked us. 2. The issue with delivery was with Royal Mail, not us. Royal Mail made a mistake delivering the packet to the wrong address and subsequently we didn't receive a "while you were out" card. 3. We kept in constant email contact with you to keep you updated. 4. Regarding your lenses, it's very difficult for an optician to take an accurate reading off a lens within +/-0.25. A small difference can be influenced by many factors - such as using the exact lens centre to take the measurement and the calibration of the equipment. Lens centres are marked when the lens is new but an optician would not have this available in retrospect. In fact, our lab supplies many high street opticians and I assure you that the quality of the lenses we use is of the highest standard (usually Essilor or Kodak lenses). 5. We offer a full no-quibble money back guarantee and we have already refunded you in full. I'm sorry again that you were unhappy with our service and please let me know if we can help you with anything else in the future. Kind regards, Adam

Posted 7 years ago

“Lenses took 3 weeks to come {instead of the advertised 1-2} and not the shape I asked for and the bridge is crooked so the glasses do not sit level on my face. Can't be bothered sending them back to be corrected too much hassle with postage and waiting another 3 weeks!”

Helpful Report

Posted 7 years ago

Hi Wayne, Thank you for taking the time to write a review. As you know, you had a specific request for non-standard custom lenses in the shape provided by your hand drawings. We are very happy to oblige with custom jobs such as this, but please understand that they take a bit longer due to the complexity of the lens manufacturing process. We would be very happy to try and re-make your lenses to your satisfaction if you would like to return your glasses to us, please let us know. Kind regards, Adam Newlenses.co.uk

Posted 7 years ago

“Really bad communication. If expect to be able to speak to someone about my order within / under 30 min. Not days later. Really bad, communication throughout the process. I wont be a returning customer.”

Helpful Report

Posted 7 years ago

Hi Robin, Thank you for taking the time to give us feedback and we are sincerely sorry for the issues with your order. We will take this opportunity to try and improve our communications in the future. In the case of your order, we upgraded the lenses to varifocals from bifocals to resolve the issue and we hope you are now happy with your glasses. Kind regards, Adam newlenses.co.uk

Posted 7 years ago

Newlenses.co.uk is rated 4.8 based on 1,721 reviews