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Vision Direct Questions & Answers
42 questions from our users
Jessy Nasked
I live in country South Australia and ordered on the 2nd July, expected delivery is in 4 or 5 days. I am making do with what I have for now so that's actually about the same as an optometrist. I just really need to know ARE THEY AUSTRALIAN STANDARDS AND WHERE CAN I SEE PROOF OF THIS?? If they aren't I am going to need a refund at some point I think. I know they are at global company based in Australia.
Mandyasked
Hello, I have purchased some monthly wear contact lenses, I am wondering why so far 3 out of the 6 pairs were not even with a prescription, and why one of the lenses was not a full circle? I could not even put it in as it was so painful and stung my eyes. I have purchased these before and not had a problem, I am so disappointed after this last box. Complete waste of money, was good to save but I ended up spending more at specsavers to buy others instead .
1 answer
I was just about to hit submit on a pair of RB3025 at $224 lucky I checked the review on here, canceled the purchase. Get your act together.
A Nooneasked
How does the 100% Return Policy work when the 'product(s) MUST be returned unused' - how are you supposed to know if there's a problem with them if you're not allowed to 'use' them to try them on?
1 answer
Ben W.Vision Direct
You can try the item out and see if the item suits you. You have 100 days to decide if you wish to return the item for an exchange or a full refund.
Ben
VisionDirect
Nomasked
Hello,
I am looking for buying a pair of prescription glasses; Cezal brad. I found it’s a bit cheaper but I saw all negative feedbacks. Any positive response here or any advice that I can build up confident to buy a pair or give up?.
1 answer
My daughters prescription glasses took 1month from date of order to being delivered. If you aren't in a rush and have 2-4weeks to wait for glasses then i would recommend it. My daughter hasnt had any issues with them yet. I cant review on the lenses as my daughter has only had them since the 27th Dec 2018, no scratches so far and lenses look a bit thicker than usual kids OPSM ones i would get. Dont forget to search for coupon codes on google and try a few different sites cos thats how i saved extra $$$.
absoluutelyasked
I have just placed an order with vision direct and after reading all the reviews, it doesn't give me great comfort knowing most of these people have had a terrible or poor experience. I'm all for giving the site a chance, however it does lack little detail on shipping. Where are the products shipped from? How long does it take to ship to Sydney, Australia? Will I actually receive my order?
2 answers
Ben W.Vision Direct
Dear Customer,
We understand that you have read negative reviews online. Note that like big companies delays and mistakes happen however these are an exceptional situation and very rare with us. We are committed in providing you with the highest level of customer satisfaction possible. If you will check on our positive reviews, you will see that our customers are happy and satisfied with our Services and products.
Note that we have several Shipping locations around the world. We shipped your product from one of these locations depending on where the product is sourced. Our goal is to get the product to you as fast and as efficiently as possible.
Let us know your Order Details, we will check your order and provide you with more information.
Best regards,
Ben
VisionDirect
I too have just placed a $460 order for frames and lenses and when I ordered, the frames did not say they were out of stock. A day later, I log in to check my order and apparently the frames are on 'backorder' which means up to 4 week delay. I asked Joyvee (consultant) to ensure that someone is communicating with me in relation to my order and she offered me a 5% discount once my glasses are shipped. I'm beginning to wonder if that's a lie too...?! I'm really considering cancelling my order after reading all of these negative reviews and very similar complaints!!
Richie Ramosasked
Do you have international shipping?
1 answer
Ben W.Vision Direct
Hi,
Yes, we do ship globally. We have several Shipping locations around the world. We shipped your product from one of these locations depending on where the product is sourced. Our goal is to get the product to you as fast and as efficiently as possible.
If you require further assistance kindly let me know and I am more than happy to assist you.
Best regards,
Ben
Mallaasked
Hi
I am thinking of buying a pair of Randolph raptors through Vision Direct. Online price is good. Is this a goid idea?
No answers
Edwardasked
Is vision direct legit or not ??
3 answers
Yes they are. They ship their products from overseas but they are registered with pretty much every health insurance company for rebates.
I don't know if this links to my review but in my experience they're absolutely terrible. Have been burnt twice.
Ben W.Vision Direct
Hi Edward,
Thank you for your interest in doing business with us.
Please be assured that all our products are 100% authentic and brand new. We source them only from official distributors and manufacturer. We have also been in this business since 2006.
If you require any further assistance from us, please feel free to send us a message at [email protected].
Kind regards,
Ben
Daniel Hasked
How long is there shipping to Melbourne, Australia?
@Visiondirect
1 answer
Ben W.Vision Direct
Hi Daniel,
Thank you for contacting us.
Please be advised that shipping time depends on the stock availability of an item. All our fast shipping items can be shipped with next working day and can arrive in Australia within 2-4 working days.
However for non-in stock items, we require at least 5-11 working days or 3-4 weeks (depending on the brand) to dispatch. This is because we have to source them first from our supplier or manufacturer. Note that orders with prescription lenses also require additional 2-5 working days for lens processing.
Here's the link for our fast shipping items:
www.visiondirect.com.au/designer-sunglasses/general/---------------1-1-
www.visiondirect.com.au/designer-eyeglasses/general/---------------1-1-
Kind regards,
Ben
bigmac928asked
Is visiondirect.com.au an authorized Maui Jim retailer?
Can you provide evidence?
1 answer
Ben W.Vision Direct
Hi Valued Customer,
Thank you for contacting us.
At the moment I'm afraid we are not an authorized Maui Jim retailer but I can assure you that our suppliers are. We source our items only from the official distributors of the said brand.
Any further questions, please feel free to let us know.
Best regards,
Ben
Vision Direct
ads1212asked
Does vision direct do multi focal lenses? Not bifocal but invisible multi focal lenses?
1 answer
Ben W.Vision Direct
Hi Valued Customer,
Thanks for your question!
I am pleased to inform you that we do have multifocals or (no line) progressive lenses. To learn more about our premium lenses, please kindly visit this link: www.visiondirect.com.au/premium-lens
We look forward to receiving your order.
Best regards,
Ben
Vision Direct
Neneasked
It's nene again back to that $975 bvlgari glasses, I want it replaced but I was told it's discontinued!! Any help?
2 answers
Ben W.Vision Direct
Hi Nene, thank you for your question and our apologies for the late response.
I also regret to hear that the item you want has been discontinued. Can you send us a private message with your order number please? Or you can also send us an email to [email protected]
Kind regards,
Ben
Vision Direct
That's not true
Joeasked
Hi! Is the way wafarer sunglass that you sell 100% genuine one? Will you guys accept return if the size doesnot fit on me?
1 answer
Ben W.Vision Direct
Hi Joe,
Thanks for the question!
Yes, our Ray-Ban sunglasses (and everything else on our site for that matter) are all 100% authentic. We work directly with the manufacturer and owner of Ray-Ban eyewear, Luxottica, to ensure this.
Our website www.visiondirect.com.au is also verified by Ray-Ban as an authorised dealer: https://www.ray-ban.com/usa/store-locator
In case the item you receive isn't suitable, we have a flexible 100 days return policy either for an exchange or full refund. More info can be found here: www.visiondirect.com.au/returns
Don't hesitate to give us a call, chat, or email if you have any further questions!
Kind regards,
Ben
Vision Direct
Lizasked
HI,
I am considering purchasing the below prescription sunglasses from you, however I am a bit apprehensive as there is a few bad reviews about stock shortages. The company accepting the money at point of sale when you don't have the stock. Then the item becomes delayed indefinitely. Before I hand over my hard earned dollars I want to know if you have them in stock and considering they will be prescription glasses how long can I expect to wait before I receive them?
Burberry BE4169Q Trench 300213
Regards
Liz
2 answers
Ben W.Vision Direct
Dear Liz,
Thanks for your question.
I appreciate your interest placing orders with us. Upon checking that model, our official distributors have them in stock and the shipping time is as advertised for 5-11 working days. Would you please send me an email at [email protected] and addressing John? I will be personally assisting you with your purchase.
I look forward to your new purchase.
Regards,
John
VisionDirect
It is worth confirming that if you are not happy with the script glasses what costs will you incur to send them back for modification. Yesterday I paid over $10 to return 1 glasses registered post, which is what you have to do. All fine if everything is ok but the cost starts to add up especially if you have problems with your script.
Annaasked
Hi
I've just received Vision Direct delivery tracking email. My items are sent from Hong Kong. Are they real or fake ? Thanks
4 answers
I don't work for them (obviously) so I can't tell you for sure. They sent me a tracking email before they sent the 'blue' contact lenses, and their delivery was actually pretty good. Judging by when they send emails, they're definitely not in Australia.
Ben W.Vision Direct
Dear Anna,
Thanks for your question.
Please be rest assured that they are 100% authentic since we only deal with official distributors and manufacturers. We have a few logistics center around the world located in Australia, Hong Kong, USA and Italy, the shipping origin depends on the stock location and speed of delivery.
I hope you will enjoy your new purchase. Should you need any assistance, feel free to contact our customer service.
Regards,
John
VisionDirect
I've had the same problem. Their website is set up to represent they are Australian based, but when you call and press them on why things are taking so long, it becomes apparent that they're based in China - which in itself has to raise questions about authenticity of the product. The .com.au domain, Australian toll free number, mention of Australian Health Care rebates, and their Sydney address all suggest they're local. Beware - they're not. Straight out misleading and deceptove conduct under the TPA.
Kymmie-Girlasked
Hi there, and Merry Christmas !
Regarding the differences between your Home Brand and Essilor lenses.
I note that the Home Brand is with essential coatings which are scratch resistant, anti-reflective and UV 400 protection.
Is this the same for Essilor lenses ? Meaning, are your Essilor lenses also scratch resistant, anti-reflective and have a UV 400 protection also ?
I note that they have CRIZAL FORTE®UV and E-SPF25 - but what does this actually mean please ?
Take care.
1 answer
Ben W.Vision Direct
Hi Kymmie,
Happy Holidays, and thanks for the question!
Rest assured, lenses from Essilor also include coatings such as scratch resistance, anti-reflection, and UV protection. E-SPF 25 (Eye-Sun Protection Factor) means that behind these lenses, your eyes are protected 25 times more than the protection without. You can read more about this type of lens at http://www.essilor.co.uk/Products/Crizal-UV/crizal_forte_uv
Feel free to contact us again if you need any assistance.
Kind regards,
Ben
Vision Direct
Nomiki Skopellosasked
Just wondering are the sunglasses original or fake . Im anout to place an order and i dont want to be disappointed if its fake
2 answers
I did not buy glasses, only contact lenses
Ben W.Vision Direct
Dear Nomiki,
Thanks for your question.
I'd like to take this chance to confirm with you that all items on our website are 100% authentic. To ensure the authenticity, we only deal with official authorized manufacturers and distributors.
Moreover, we make the purchase worry-free, we offer 100 Day return policy when customer is not happy with the product.
Should you need any further assistance, I am more than happy to assist you.
Regards,
John
VisionDirect
Saurabhasked
I recently purchased a pair of glasses from visiondirect.com.au. it is still under shipping. I realized couple of days ago that a additional charge has been applied on my credit card for international transaction. This was never mentioned at the time of purchase. Can you please help?
1 answer
Ben W.Vision Direct
Dear Saurabh,
I'm sorry to hear that this has happened. Could you please contact me directly via [email protected] with your order ID and then I can assist you further with your issue.
Best regards,
John
VisionDirect
michasked
Hi. If I order a pair of sunglasses from your site & they do not suit me, how much will it cost me to return them (from Western Australia)?
1 answer
Ben W.Vision Direct
Dear Customer,
Thanks for your question.
Our return address is in Mascot NSW. Using Australian Post office to return the purchase from your location, it would approximately cost AUD7-AUD11.
Should you need any further assistance, feel fee to contact our friendly customer service team.
Regards,
John
VisionDirect
Textasked
Can you supply the Essilor Lens in the 1.74 index ? It is available on their Essilor website. Also who manufactures your home brand lens and besides price what is the difference between the two?
1 answer
Ben W.Vision Direct
Dear Customer,
Thanks for your question.
I am afraid that our highest index available for Essilor lens is 1.67, however, our home brand lens is available for highest index of 1.74.
Regarding the difference, our home brand is with essential coatings which are scratch resistant, anti-reflective and UV 400 protection. For Essilor lens, they have CRIZAL FORTE®UV and E-SPF25. If you are interested about the introductions of Essilor lens, feel free to contact our customer service or visit Essilor official website.
Hope this helps.
Regards,
John
VisionDirect
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