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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Excellent lenses. Took them over two weeks after two reminders.”

Helpful Report

Posted 1 year ago

Many thanks for the review and were pleased to hear that you’ve received your glasses. Complex lenses such as varifocals do take a little longer to complete and were pleased you’ve now received your order and are happy with the end result.

Posted 1 year ago

“Good to deal with.took a week to get to me even paying for 1st class post.☹”

Helpful Report

Posted 1 year ago

“First the positives - great prices, dispatched well. Point for management to note: 1) Fix the website glitches. I could not process an order or view my order progress at any time despite numerous attempts ( my order was processed manually but took days). Other potential customers may have clicked away where I held on. 2) Comms via customer service were slow. Worryingly slow. The above submitted with respect for I feel you offer a sound service but the processing and delivery platform need sharpening to merit 5 stars. Would use again.”

Helpful Report

Posted 2 years ago

“Very well-made glasses at a very good price. Shame delivery is so extended and that the customer service is poor. If you contact by telephone it is a waste of time but they do amswer emails.”

Helpful Report

Posted 2 years ago

“The glasses when they eventually arrived were excellent, but it took over 4 weeks with very poor communication as to what had gone wrong. They were my only pair of sun glasses so very inconvenient to be without them for so long”

Helpful Report

Posted 2 years ago

“Ordered frames with plain lenses expected delivery within 3 to 5 days NOT SO had to make phone cal in order to progress my order. After a while told then was in the lab,after pushing for delivery date told we have 14 days to progress order( web site stated 3 to 5 day return) .further pushing got a promise date. Will not be using this company again”

Helpful Report

Posted 3 years ago

“Although the final product was as I wanted I was disappointed with the length of time to process my order. It took 1 week to acknowledge receipt of my order and two weeks to respond to my request for thin lenses; very unacceptable.”

Helpful Report

Posted 3 years ago

“I am quite satisfied with my purchase of Elite Lenses. However, your failure to return promised Phone calls, on four separate occasions and a frustrating,tiresome wait of 28 days for delivery, Best Say No More. W.A. Kelley”

Helpful Report

Posted 3 years ago

“This is potentially a great service and they eventually did deliver what they promised. However, the time to deliver was excessively long and this was unexpected and not clear when ordering. So when ordering varifocals...don't be in a hurry, it can take up to 2.5 weeks!”

Helpful Report

Posted 3 years ago

“I am unsure about Newlenses. My new spectacles arrived this morning fitted with varifocal (progressive) lenses and took longer than expected. I was under the impression when ordering that the lenses would be by industry-leading Essilor or their subsidiary, Kodak. On arrival they came with a card saying they were by “rhein vision” which turns out to be a Romanian-based outfit. In a reply to another unhappy customer, Newlenses state that they only use Essilor or Kodak progressives.”

Helpful Report

Posted 3 years ago

Hi Barry, thank you for taking the time to provide some feedback. Our apologies for the confusion - our varifocal lenses are supplied by Kodak or Essilor as stated. These are base lenses and then using a template from Kodak or Essilor, the prescription is ground into the lens which is a process called surfacing. This second step can be performed by a third party and we use a mix of uk and international suppliers for this. This does not change the fact that it’s a genuine lens made under licence from leading suppliers. Kind regards, Adam

Posted 3 years ago

“I was impressed at the speed of delivery and at the glasses themselves. However there was a minor disappointment as I had expected a second pair - because of the buy-one-get-one free offer. The information was not very clear about this. A second pair would have been appreciated, even if it came without any of the special coatings on the lens.”

Helpful Report

Posted 3 years ago

Hi, thank you for your review, I'm very sorry about this but we do put a reminder message before purchasing that you have to add the second frame to the basket to get the free second pair. If you would like to contact us at support@newlenses.co.uk we can arrange for the second frame to be sent out to you. Kind regards.

Posted 3 years ago

“After a spend of over £130 on new lenses I can only express disappointment at the quality. Reassured by 'Newlenses' that they were to be of the best optics and not cheap imports, the result has been poorer than a four year old pair of high street prescription glasses I have and only just about useable. Held off on getting a second pair done and will now sort a pair out on the high street when opticians are open again for normal business, as more convenient to get quality issues dealt with if the result is not satisfactory and a better chance of getting professional advice..”

Helpful Report

Posted 3 years ago

Hi Robert, Thank you for taking the time to write a review. I'm very sorry to hear that you are not satisfied with the quality of the lenses. Unfortunately this is the first I've heard about it, and I am surprised as the lenses we supplied you were the top of the range Kodak Unique HD Digital Freeform Varifocal lenses (https://www.kodaklens.co.uk/lenses/kodak-unique-hd-lens/). These are superb lenses and we have had extremely good feedback from other customers. If you would like to email support@newlenses.co.uk we can arrange a return so we can check if there are any manufacturing defects. Kind regards.

Posted 3 years ago

“The frames measured 134mm across and not 130mm as stated. This means they are too wide for my face. They arrived wonky and I had to straighten them. They keep going out of alignment when wearing. The frames are pretty ugly. The prescription is accurate but the lenses are thicker compared to other glasses I have with the same index lenses (and the other glasses are a bigger eyesize btw), so that's disappointing.”

Helpful Report

Posted 3 years ago

“Acceptable, just. Polite, quick and cost-effective service, but... Issues for me surround how I am now required to visit an optician and ask them to fit the glasses for me as they no longer sit as required - seems that the hinges have moved a couple of degrees away from the frame and need adjusting - they weren't like this upon shipping to New Lenses. If you have a complex prescription, this is something you should be considering as these 'snagging issues' are something which cannot easily be resolved via a postal service service.”

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Posted 4 years ago

“glases ok for distance use”

Helpful Report

Posted 4 years ago

“When I ordered my varifocals through the site it didn't make it clear in advance that I would be required to either send an old pair of glasses in or upload a photo of me wearing glasses. This delayed the order that I had wanted in time for a holiday so they were waiting for me when I got back. The lenses are good, I'm pleased with them. The other thing I hadn't bargained for, is that they don't necessarily fit that well when they arrive as the arms haven't been shaped to fit. Mine are too straight so the glasses slip when I lean forward. I researched how to reshape them and tried the hot water/bending method but they still aren't quite right. All in all; for the saving I've made from high street prices they are acceptable, not sure I would actually use them again.”

Helpful Report

Posted 4 years ago

Hi Val, Thank you for taking the time to write a review. I am very sorry to hear that you weren't 100% happy. We do explain the varifocal lenses, timeline and process here: https://newlenses.co.uk/varifocal-digital-freeform-lens-options but we will look to see how we can improve the site to make this clearer. We do state 7-10 working days for varifocals as they are a complex lens, and I can see that your order completed within this timeframe even including the time taken to send a fitting photo. I'm very sorry that we were unable to get them to you before your holiday. Regarding the fit of the frames, in most cases they fit fine but occasionally they can need adjustment. We would be happy to adjust them for you at no cost to you and we can provide a freepost return label. I'm glad that you are happy with the lenses, we pride ourselves on providing significantly superior lenses, at literally a fraction of what you would pay on the high street. Please do let us know if we can help you with anything else in the future. Kind regards, Adam

Posted 4 years ago

“I bought varifocals and although the distance and reading parts were fine the middle bit for laptop was not. According to my optician it is not possible to get actual varifocals online as they cannot be accurate enough but for bifocals it is fine. So I had to buy a 2nd pair of glasses just for the laptop but it still worked out cheaper than buying varifocals from the high street optician”

Helpful Report

Posted 4 years ago

Hi Lee, Thank you for your review. I'm very sorry to hear that your varfifocal lenses are not perfect, we would be very happy to take them back and re-do the lenses if you like. Please contact us at support@newlenses.co.uk and we will get this arranged. We do pride ourselves on being online specialists in all lenses, especially varifocals, in fact our own in-house lab has been operating for 30+ years and we also supply high street opticians! We save you money by cutting out the middleman. I'm afraid your optician is incorrect when they say it isn't possible to get perfect varifocals online - we have a 99% success rate and have various ways to get accurate varifocal measurements. Very occasionally the focal areas are not quite correct and the lenses need to be re-done. Please let us know if you would like us to do this for you. Kind regards, Adam

Posted 4 years ago

“Good communication. However glasses were returned with arms loose so they now slide down my nose. They were a perfect fit before I sent them off so I now have to get them tightened potentially at additional cost.”

Helpful Report

Posted 4 years ago

“The customer service was great. However the lenses were not. If you have a more complicated prescription they are not able to make the lenses correctly as they don’t ask for all the measurements required. I suggest they add a line saying if you have a more Complicated prescription we do not recommend using our service! Would save some time. I did get a full refund.”

Helpful Report

Posted 5 years ago

Hi, many thanks for taking the time to provide feedback. We are very experienced with complex prescriptions, having 35+ years of lens manufacturing behind us. Unfortunately in this case we didn't have a chance to determine what the issue was, sometimes (rarely) issues occur and we'll always do everything we can to resolve any issues. In this case we provided a full refund as requested, which of course we're happy to do. I'm glad you found our customer service was great, we always strive to put the customer first. Please let us know if we can help with anything else in the future. Kind regards.

Posted 5 years ago

“They were which in delivery. Only thing is they were not tight. Very loose had to keep pushing them up”

Helpful Report

Posted 5 years ago

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