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 1,754 Reviews

95 %

of reviewers recommend Newlenses.co.uk

Company Reviews

Metrics

Info

4.8

Based on 1,754 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

Write Your review

Tell us how Newlenses.co.uk made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Newlenses.co.uk 5 star review on 18th June 2024

Anonymous

Anonymous // 01/01/2019

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

“Despite numerous previous successful orders, we are in the midst of a nightmare with New Lenses / I Wear Glasses. We posted our glasses on 29 June and they were signed for at New Lenses on 30 June. New Lenses have not acknowledged receipt of the glasses and our account shows that the glasses have not been received. The phone number for New Lenses is a call centre that is not on site, and all the callers can do is "take a few details and someone will call back". I have phoned five times this week and sent several emails including the tracking details, and no one has yet got back to me. There is no head office number, the directors of the company are listed at Companies House c/o an accountancy firm so they are uncontactable other than via the off site call centre.”

Helpful Report

Posted 1 year ago

“Newlenses.co.uk received and acknowledged by email my order in November. Newlenses.co.uk received and acknowledged my three pairs of designer spectacles frames by email on 7 December. Nothing heard since then. I have emailed them twice. I shall be contacting my credit card issuer to block/reclaim my payment. I shall be contacting Trading Standards to see what methods I might have for the recovery of the coat of the three frames. I have no doubt that Newlenses.co.uk has given good service to many. But their failure to deliver on this occasion and failure to respond to my emails is poor service indeed.”

Helpful Report

Posted 2 years ago

Were pleased you’ve now received your glasses and that your happy with your new lenses. Whilst we appreciate your feedback, I would like to update on some of the points raised. Firstly, regarding your emails and timing, I can see you sent the first email to us at 3pm, and we responded to you at 8pm. We reply to all emails within 48 hrs but generally far more quickly and I’m pleased your query was answered. Secondly, regarding the timing of your order – single vision lenses typically take 1-2 days to complete, and complex lenses 7-10 days. In this order, one of the frames was for varifocals and these took just over a week to complete. We very much hope you will consider using us again in the future.

Posted 2 years ago

“No comment!”

Helpful Report

Posted 2 years ago

“Due to your poor communication and the abused delay of my last order, I will never use your service again. Well done?”

Helpful Report

Posted 2 years ago

“Sent glasses away after arranging it in early June. Its August now and still no glasses back. First they appeared lost with no record of receiving them. Not good for expensive glasses sent special delivery. They ask for a PO Box so not many signed couriers will accept that address so had to pay that. Then they were found and they set to work. Asked for lightest tint of yellow. Glasses came back the strongest yellow you can imagine. see photo. Also lenses werent working right for variofocals. So had to send it back again. Asked to remove tint. Glasses came back and still yellow. So it has gone back again. They still working on it and barely communicating so have asked for money back as just not got the service or any recognition of the inconviences and mishaps.”

Helpful Report

Posted 2 years ago

“I am very disappointed with the service received, to receive my reglazed glasses it took almost two months and has been impossible to talk to them by phone and by mails with ZERO response at the point I had to get involved PAYPAL to get an answer and when I received the glasses the rimless frame wasn't fitted properly, I went to Specsavers to refit the frame, the lens is a different shapes. Last year the sent my glasses to another customer in Scotland Well I won't be using them again”

Helpful Report

Posted 2 years ago

Thanks for the feedback and we're sorry to hear about your experience with us. The main delay with this order was because of the underpayment of postage when you sent us your glasses. This resulted in a 2-week delay in resolving the issue with Royal Mail. Once we received your glasses, we processed the order in 2 weeks which is typical for a varifocal lens in a rimless frame – and also significantly less than the 2 months you suggest. We understand that it’s difficult to be without your glasses and we are glad the issue is now resolved.

Posted 2 years ago

“Got my glasses and I can’t see anything in them at all. I checked the prescription I gave them was correct. In fact I gave them the actual certificate. Not something I would use again and I will be looking to get my money back.”

Helpful Report

Posted 3 years ago

Hi, thank you for taking the time to write a review and I'm very sorry to hear about the issue. We appreciate your feedback and we will do all we can to resolve this for you. With a custom-made lens, issues are rare but can occur and we have emailed you directly with instructions to assist us to address the problem. Kind regards.

Posted 3 years ago

“Sadly I now had 2 pairs made and can use neither Sent sunglasses in for new lenses and it came back with clear lenses What a waste of money. Penny wise pound foolish”

Helpful Report

Posted 3 years ago

“The first time, was a good experience. My last was horrible. They had the payment done, but not appear on my account. I bought a blue lenses and arrive brown. I send email two weeks ago, but, no answer. Last time what i buy here.”

Helpful Report

Posted 3 years ago

“I was expecting the order to take a week like the website says. After a week my order was still in the processing stage so i sent a chasing email I was told the glasses would ship in a day or two, or i would get a notification of any future delay. A week later and my order is still down as processing and New LEnses havent bothred getting back to me. Rubbish customer service.”

Helpful Report

Posted 3 years ago

Hi Mike, thank you for taking the time to write a review and I'm very sorry to hear you weren't happy. Rimless orders do take a little longer to complete, but we would normally expect to turn around rimless lenses in a week and we're sorry that this took closer to two weeks on this occasion. The issue was a one-off problem and we hope that we can demonstrate our normal turnaround times for you in the future.

Posted 3 years ago

“After just five months it broke.”

Helpful Report

Posted 4 years ago

“My lenses were not right sent my glasses back 14 days ago followed up by email no news yet???”

Helpful Report

Posted 4 years ago

Our sincere apologies, we have opted to supply an alternative brand of lens to address the concerns you have raised. With the lockdown, this lens is taking a little longer to complete than normal. We have now confirmed that this will ship by Monday.

Posted 4 years ago

“23 hours ago-Edit This Company are a disgrace, from Customer Service to Quality of Product, and lack of Professionalism to say the least. I sent them two pairs of glasses to reglaze to my prescription on July 17th 2020, they reglazed them twice to the same prescription as my original glasses instead of my new prescription , which wasted a month, they then reglazed them to my new prescription twice and on both occasions, they made mistakes, this took another 3 weeks, after over 40 emails, mostly unanswered, they eventually refunded my money, I went back to Specsavers and happily paid another £150 more for the correct product and prescription. Chris Garner Hale Barns”

Helpful Report

Posted 4 years ago

“Never use this company. They are quick to take your money but when you try and chase through your order they just fob you off with excuses. They have had the frames for over four weeks and they are still (as of today) quoting a 7-10 day turnaround. Totally unsatisfactory.”

Helpful Report

Posted 4 years ago

Hi, thank you for taking the time to give feedback and I'm extremely sorry that you have had delays with your order. As you know, we have had some bad luck with one of the lenses breaking during manufacture, so we had to re-make the lenses. This caused the delay with your glasses. I'm very sorry again for the delay, I do hope you are happy with your glasses now that you have received them. Kind regards.

Posted 4 years ago

“Not refunded in full 😞 I was sent the incorrect colour, asked for refund but didn't get full refund The postage remains outstanding”

Helpful Report

Posted 5 years ago

Hi Jo, Thank you for your review. I can confirm that you have been refunded in full, the refund was done in 2 parts, the second one being the postage. Kind regards, Adam

Posted 5 years ago

“Pathetic service. Be warned! Took double the length of time quoted over the phone to me. They lost my frames, and lied about being reasoning behind this, blaming the postal service. Not impressed. Everytime I contacted the company to find out information about where my frames were, they couldn't tell me anything, only what was on their 'screen'. I was not offered any compensation for the companies incompetence, despite talking to the director of the company himself. Miserable experience, grim customer service.”

Helpful Report

Posted 5 years ago

Hi George. Thank you for your review, however we do have to defend against statements which are untrue. We categorically did not lose your frames, Royal Mail had a 1 day delay in sending them to us. We do not lie to customers, it is not in anyone's interests to do so. We gave you continuous updates on the expected timeline for your glasses, and the reason why they were taking a bit longer than usual, due to the complex nature of the lenses you had chosen. We did not get any request for "compensation", but I hope you agree that the new lenses are excellent quality and value at £30. Please let us know if there is anything we can help you with again in the future.

Posted 5 years ago

“Very unhappy with the customer care of this company! If you can refrain to use this company! I Placed my order for re/glazing my old frames. Order has been received on 16.4 and since then I call the company several times when to expect my orders because of Easter holidays. I have been told that all orders will be delivered within two weeks and most of them even earlier than that - apparently within week. My prescription (the cyl) is strong, so after Easter brake I called them again and ask if the order will be delivered to me by my planed holiday which is actually booked in two weeks (since Easter). The representative told me, that it will be definitely with me by that time. This week (a week after Easter) I called again where is my order and when it will be delivered. I have been told by very arrogant gentlemen, literally that the order will arrive when it will arrive. And that what I actually want... Some other representative of this company send me email and explain there, that it takes while to order my new lenses as the prescription is very strong and they need to manufacture it. So because they have not been able estimated delivery day I will need someone to drive me when I am going away, as I can not drive without my glasses! They totally mess up with my plans! What is the really sad about this experience, that there hasn't been used even once word sorry or apologies or even just simple try to accommodate my needs. Just strongly advice everyone stay away from this company if you need your glasses soon! And after this whole experience I wouldn't recommend it even as a long waiting solution for re-glazing.”

Helpful Report

Posted 5 years ago

Hi Lubomir, thank you for taking the time to write a review and I'm extremely sorry that you felt you had a bad experience. Please allow us put our side of the story for completeness. As you know, you decided to change your order half way through to high index lenses with a blue tint and MAR coatings. The order change introduced a delay as we had already started on the lenses. Additionally, please be aware that a 50% blue tint together with high index lenses and coatings is a complex lens as there are many stages to the manufacture, so this takes 7-10 days approx., and we had the Easter break inbetween so the lab was closed for the long weekend. I do apologise that our customer service helpline gave inconsistent answers and we shall certainly be investigating this to ensure that doesn't happen again. Despite what you might think, we do truly strive to give the best customer service (and best products) and most of the time we achieve that, however sometimes things don't go quite as smoothly as it should. I'm genuinely sorry again that you aren't happy, do please get in touch if there is anything we can do to help you in the future. Kind regards, Adam

Posted 5 years ago

“Sorry but I didn't received any Glasses so far therefore I can't leave review”

Helpful Report

Posted 6 years ago

Hi Huseyin, thank you for your feedback. However, we haven't received any call/email from you about this so it's the first we've heard about it. According to the Royal Mail tracking number 21032759600000001B9FF, your item was delivered on 13-02-2019 at 01.:39pm. Please get in touch if you would like to discuss further.

Posted 6 years ago

“I sent a frame on the 31/01/19 with a simple prescription and a tint. I was told this would take 7/10 days. 21 days later and lots of excuses I'm still not any closer to receiving my glasses. I had to inform them today that unless things improved I would take legal action. This is not a company to be trusted.”

Helpful Report

Posted 6 years ago

Hi Danny, I'm very sorry for the delay with your order. As we have discussed, your order is not straight forward - they are high index lenses with a very specific tint percentage which needs to be combined with the various coatings. We have had to send this order off to a specialist coatings lab in order to complete the job which is very unusual. We hope you understand and we're very sorry again for the delay. Kind regards.

Posted 6 years ago

“Not happy with the lenses, not according to prescription, the INTER +1.25 R and L was not added, in spite of it being included in the details under notes. This is carelessness, and sloppy. Needed these glasses urgently, and therefore was not able to send them back to be redone. Am now stuck with glasses not done according to given prescription. Not worth getting glasses online. mistakes create too much hassle sending them back and forth. Wiser to visit premises, pay a little more. These can be redone, and problem explained. Pity they were not done right first time. Will not use this company again. Sorry.”

Helpful Report

Posted 6 years ago

Hi, thank you for taking the time to provide feedback. Unfortunately, this is the first we've heard about the issue. We made your lenses precisely as per the order, unfortunately you didn't specify intermediate lenses so we didn't use the intermediate addition on your prescription. We would be happy to resolve this for you, free of charge, as a gesture of goodwill. We pride ourselves on the quality of our products, and I can assure you that we are not sloppy or careless. We do everything we can to provide the best quality lenses, excellent customer service, and low prices. I'm sorry that we haven't had a chance to resolve this for you, but please do get in touch if you would like us to sort this out for you. Kind regards.

Posted 6 years ago

Newlenses.co.uk is rated 4.8 based on 1,754 reviews