The overall company reputation of Iris Optical is predominantly positive, with accolades for exceptional service, professionalism, and product quality reflecting a high level of customer satisfaction. The efficiency and speed of service are frequently mentioned, as customers appreciate the ability to receive their glasses promptly after selection. Moreover, the transparent pricing system and lack of upselling on lens coatings or treatments improve the customer experience by fostering trust and alleviating the pressure often associated with retail. However, an isolated negative account suggests that some customers may have experienced less than satisfactory interactions or inaccuracies in prescriptions. The presence of this disparity indicates that while Iris Optical generally maintains strong service standards, there are occasional lapses that could impact its reputation.
Key positive aspects evident in the feedback for Iris Optical include the high quality of both service and products. The staff's ability to make appropriate product suggestions and their willingness to accommodate urgent requests have contributed to the perception of personalized and efficient customer care. The inclusion of high-quality lens coatings as a standard, rather than as an additional cost, is well-received and complements the competitive pricing. Customers also value transparency in the purchasing process, as demonstrated through online order status tracking. The commitment to customer satisfaction is further evidenced by the staff's readiness to handle unusual requests and provide detailed product information.
Despite the resounding positivity in most feedback, there are critical aspects of customer experience that require attention. The case of a customer being left unattended while trying to select frames, coupled with an interaction perceived as unpleasant with a staff member, reflects a deviation from the expected high standard of service. Furthermore, an issue raised concerning the accuracy of an eye prescription challenges not only the professional competence but also the customer service response when such concerns are presented. This isolated yet significant experience underlines the importance of consistent accuracy in prescriptions and a supportive, open approach when handling customer doubts or dissatisfaction.
Based on customer reviews, Iris Optical is known for their prompt service, with some customers able to collect their glasses within a couple of hours and others within 7 days for urgent replacements.
Many customers have reported receiving helpful suggestions when choosing frames. However, assistance levels might vary, and in some instances, customers may browse independently before seeking help.
Yes, Iris Optical provides high-quality lenses with all necessary coatings included in the price, eliminating the need for customers to pay extra for these features.
Iris Optical is an independent opticians with two stores in London. We began life in 1999 online-only, operating from what is now our Tower Bridge store; our business model was to offer the latest, greatest designer eyewear as affordably as possible - our unique selling point being thin, anti-reflective prescription lenses free of charge with all frames. We soon learned that customers wanted to physically try on frames before deciding on which to purchase and so we opened our premises to the public shortly afterwards - and kept our 'free lenses' deal. Many years later, we still offer free, top-quality prescription lenses with most frames - and we now also offer eye tests and contact lens consultations in both stores.
