Name: IOLLA
Address: Unit M13, 143 Charles street, Glasgow, Glasgow
Rating: 4.91

“I ordered Iolla in the UK for my friend (he requested it from me after trying it virtually), who used the virtual try-on feature while in Sri Lanka. However, when he received the glasses, they were much smaller than they appeared virtually, and he’s not happy with the product. On the bright side, the customer service was great—the shop staff were friendly and supportive, responded to emails, and delivered on time”

Helpful Report

Posted 4 months ago

Hey Ruwanthi, we're sorry to hear that your friend was disappointed with their glasses frames that you'd bought from us. Our virtual try on tool can be super handy to see how a frame will look on your face, however it's not possible to get this 100% accurate, which is why we include frame measurements on our website for each individual frame. A member of our Customer Support team will be in touch with you shortly to see what we can do to turn this around for you.

Posted 4 months ago

“Poor - long waiting times. After a long conversation organising refreshing glasses and about to pay, I was told my prescription as out of date. Despite being a refresh I was told the refresh could not go ahead without new prescription. On my return to the shop, again after my details had been entered I was told because the glasses were older their would be a charge of £60 on top of the refresh fee if the glasses broke during refresh process. This needs to be made clearer sooner and I don’t think it is unreasonable for iolla to absorb the cost of this. As I was told this is a fairly rare thing to happen. I understand you want to grow your successful business but iolla has clearly been negatively affected by the success in terms of pricing, policy and wait times. I real shame for what was great Scottish design.”

Helpful Report

Posted 5 months ago

Hi Jamie, we're sorry to hear you were unhappy about your IOLLA experience this time around. Just to explain, unfortunately it is illegal for us to manufacture glasses to a prescription over 2 years old. Our varifocal Refresh costs £125, £60 less than a full new pair of glasses. We always advise our customers of the potential risk of breakage during the Refresh process for frames older than one year just in case, as we'd hate for a customer to be caught by surprise if they did need to pay the £60 to bring the total up to the cost of a full new pair of glasses. The delivery timescale we quote for prescription glasses is 6-12 working days, and I can see your varifocal order was ready for collection in 9 working days, within our timescales. This all being said, we're so sorry to hear you've felt disappointed this time around, and our customer support team will reach out to you to see if we can turn this around.

Posted 5 months ago

“I was firstly surprised that in order to get my glasses promptly I had to pay an extra £20. However, I was thoroughly disappointed was when I asked if I could have the soft case for my glasses instead of the heavier triangular case and was told it could only be changed if I paid another £10. There was a whole counter full of both the glasses cases on display so there was no shortage of them. I declined and left the shop a very unsatisfied customer.”

Helpful Report

Posted 6 months ago

We’re sorry to hear you’re disappointed with your experience. Our standard delivery time estimate for prescription orders of within 6-12 working days matches or exceeds other opticians and eyewear retailers, but we can see that you opted to upgrade your delivery to our optional Express Service for an additional £20, and we’re delighted to see your glasses were available for collection within 3 days. The hard case we include as standard best protects the glasses, and folds flat so can be stored neatly when not in use. Our soft case is an optional accessory rather than an alternative case option which can be added to any order or sold separately for £10. This being said, our customer support team will reach out to you now to see if we can do anything to help, or learn more about your experience.

Posted 6 months ago

“It was quite odd really . I went in and found sunglasses that I liked and fitted well . The assistant came back with a new pair saying I couldn't have the ones I tried as they were from the display but the fresh ones didn't fit as well . I asked if I could just have the ones from the display but again told this was impossible but if i wanted to wait a few minutes they would adjust the fresh ones . I had my family sitting in the car waiting outside so didn't have a few minutes so i left with the fresh ones that weren't as good a fit . So yes , not brilliant and a bit weird all in”

Helpful Report

Posted 6 months ago

Hey Scott, we're sorry to hear that you were disappointed with your IOLLA experience. We don't tend to sell our showroom display frames as we prefer to give our customers a fresh, new frame rather than one that has been tried on from our showroom shelves. We can see that we've been a little inflexible with your request for our display frame, so we'll make sure that this is fed back for training in the future. If you'd like to swap your existing pair for the display pair, we'd be happy to arrange this, please reach out to us on help@iolla.com.

Posted 6 months ago

“Pros: Glasses look great. Well built. Material feels nice. Cons: The material is very smooth and the glasses constantly shift and slide off the face. High street opticians do not want to work on the glasses due to their construction being unique. Unfortunately these two cons have made me quite regretful of my purchase. My glasses from iolla just will not stay on, no matter if I am walking or just sitting. The constant adjustments I need to make are causing immense dizziness and nausea. I've asked 4 opticians now if they could assist by tightening the frame but each one has refused to attempt this due to the frames being different to anything they work with. Overall I will need to stop using this pair of glasses as I just can't get through the day without them causing me to feel ill.”

Helpful Report

Posted 7 months ago

Hi Jordan, we're sorry to hear that you're struggling with your glasses. A member of our Customer Support team will be in touch with you shortly to discuss this with you further.

Posted 7 months ago

“I have a very high prescription and so my glasses are usually very expensive. Given the vastly reduced price, I thought I would give Iolla a try. The frames are nice and the lenses are as thin as those from my normal optician. However, there is just something not right about the vision. The first pair made me feel seasick whenever I moved/looked around. The staff were very nice and they checked the glasses, the measurements etc. and eventually made me up a new pair. These are better than the first ones but they are still not right. It's hard to articulate what the issue is but I cannot wear them for long periods of time - they are not comfortable, particularly if I'm moving around. However, I'm just going to keep them as a back-up pair. However, next time I need new ones I'll just cough up the money and get them from my normal optician. I think if you have a more average prescription this place is probably a great option for you.”

Helpful Report

Posted 7 months ago

Hey Elaine, we're so sorry to hear that you're still struggling with your glasses. At IOLLA we have our Happiness Guarantee, where we'd never leave a customer stuck with a pair of glasses that they couldn't use. A member of our Customer Support team will be back in touch shortly to find out more about what you're experiencing.

Posted 7 months ago

“Really disappointed with the service I received. Ran out of patience waiting on my glasses, then told you had a problem with my lenses and waited as though I had just ordered them all over again. Always recommended iolla but sorry, having a rethink now !”

Helpful Report

Posted 8 months ago

Hi James, I'm sorry to hear that you're disappointed with your IOLLA experience. After reviewing your order, I can see that it was delayed due to your original lenses not passing our final workshop quality checks. At IOLLA, we have high standards for the quality of our products, and would never want to send out a product that we weren't completely happy with. A member of our Customer Support team will be in touch with you shortly.

Posted 8 months ago

“Great service before glasses - on collection of glasses I was handed 2 pair of glasses and that was that. No seeing if they fitted or were what I had ordered . I was dumbstruck- and took glasses out of box manageress said if they don’t fit just come back - no after sales service whatsoever We don’t live in or near Glasgow so would have preferred not to make another trip Just so so disappointing .”

Helpful Report

Posted 1 year ago

Hi Claire, thank you for taking the time to leave us a review. We're so sorry to hear you're disappointed with your visit to collect your glasses. We are looking into this and a member of our Customer Support team will be in touch with you shortly.

Posted 1 year ago

“Ordered in store for home delivery and wrong ones were sent. I went into the store and highlighted the issue and received an apology and a promise of a good will gesture for the inconvenience. The correct glasses took another week to come in but we’re delivered to store after confirmation it would be to home. I assumed that was maybe to receive the promised good will but that did not happen.”

Helpful Report

Posted 1 year ago

Hi Bradley, Thank you for your review. We sincerely apologise for the mix-up with your glasses, I understand this is frustrating and not the high standard of service we aim to provide. I can see that our Customer Support team has been in touch with you to rectify this issue. We're looking forward to hearing back from you.

Posted 1 year ago

“I had an extremely disappointing experience with Iolla, a glasses store which I previously would have recommended to anyone. I went to the new Edinburgh store one morning to buy new glasses as I had recently had my eyes tested and had a new prescription. I also hoped to use my gift card. In my error I realised my gift card had expired a few weeks earlier. I asked the sales assistant if I could still redeem it as I was awaiting my new prescription. She was very standoffish and kept saying she didn’t understand and was fixated on when it was purchased and why I had not redeemed it. I explained I was waiting on my new eye test which is only every two years. She then went on to say I didn’t necessarily need to wait for a new prescription I could have just bought another pair of glasses as a spare. I asked if there was not an extension on on gift cards due to the pandemic as I informed them for months I was isolating due to a high risk pregnancy. She just looked at me and said I would have to ask the manger, who was stood 6 feet away and made me go through everything again even though I was the only customer in the shop. So could clearly hear the initially conversation. The manager stated she would phone head office regarding the matter and to browse the glasses which didn’t make for an enjoyable experience as she and the sales assistant whispered behind the counter. After a while she returned to say that on this occasion they would honour the voucher as a gesture of good will but as it had expired they realistically couldn’t be sure if it had been already redeemed and used before. I asked if it was company policy to return used gift cards back to customers to which she replied no. I questioned her then as to why I would still have this then. Be that as it may, if I couldn’t have used the card then that was my fault and I would have accepted that and bought new a new pair of glasses. However what I really objected to was they way in which those staff members made me feel. As a new mother who gets limited child free time, I was very much looking forward to visiting the new store that morning, having time to sample the new frames and have a bit of me time. Instead I left feeling so low, deflated and like I had effectively stolen my new glasses.”

Helpful Report

Posted 1 year ago

Hi Emma, we're so sorry to hear you feel disappointed by your recent IOLLA experience. Our gift cards are valid for two years and the expiry date is noted on the physical gift card itself. This can be redeemed both online and in the showroom. We can see your gift card was purchased December 2020 and so was valid until December 2022. As processing an order with an expired gift card is not possible on the system, the showroom had to call the head office in order to find out a way to make this happen - which they were able to and so the order was discounted with the full value of the gift card. We're so sorry again that you feel let down by the experience in the showroom and we will pass this feedback onto management to look into with the team.

Posted 1 year ago

“This was okay. I paid for express delivery but the actual delivery was outside of their own stated delivery times for standard delivery. Other than that the glasses are fine.”

Helpful Report

Posted 1 year ago

Hi Heather, we're so sorry again that your order arrived over the period for Express Delivery. We currently quote a lead time of 2-4 working days for Express Delivery and 6-12 working days for standard delivery. I can see your glasses were dispatched on working day 5, arriving working day 6 and we had emailed to arrange a refund for the additional £15 paid but had not heard back from you. As this was a showroom order, we just need to pop this through over the phone as your card details are not saved. A member of our Customer Support team will be back in touch to arrange this.

Posted 1 year ago

“Have used iolla once in the past to order 2 sets of reading glasses. All was well so I repeated. Showed my prescription at desk indicated on the prescription was one tick at reading glasses which I also referred to during the ordering process. Glasses arrived2 weeks later with a distance prescription Im still awaiting the pair of readers that I ordered. Now nearly 2 weeks on from that chat.”

Helpful Report

Posted 2 years ago

Hi Moira, We're so sorry for the mix up with your glasses and the inconvenience caused to you. It does look like a processing error in our showroom led to your glasses to be made up to your distance prescription instead of your reading prescription. Please accept our sincere apologies. As soon as we were made aware of the error, we processed an order to have your glasses reglazed correctly, as quickly as possible. I can see that your lovely new reading glasses are now ready and should be with you very soon. As a company, we always strive for every customer to have a fantastic journey with us and are saddened to hear that we have not met our usual high standards on this occasion. A member of our customer support team will be in touch with you very soon to see what we can do to turn this around for you.

Posted 2 years ago

“I had a bit of an unfortunate experience in that the prescription in my glasses had been mixed up between the two eyes and so the glasses when I received them (a good bit later than planned but this was due to Royal Mail strikes rather than IOLLA) I was unable to wear them. Rather than post them back I was advised to return to a workshop to have them checked and, indeed, the prescription had been put in the glasses incorrectly. I was advised that these would be sorted ASAP, and if I could come and pick them up in store rather than having them re-posted that I would hopefully have them in time for Christmas. Sadly this was not the case. I have now picked them up, which negated the convenience of having them posted (one of the reasons I chose to order with IOLLA) and they have been sorted. I was given an apology but no other compensation was offered. I do now have the glasses that I ordered in November but I am a little disappointed with the experience.”

Helpful Report

Posted 2 years ago

Hi Laura, We're so sorry for the error with your glasses and the inconvenience caused to you. As a company, we always strive for every customer to have a fantastic journey with us and are saddened to hear that we have not met our usual high standards on this occasion. We did all we could to get your glasses back to you before Christmas however, we were unfortunately unable to do so due to the timing of the Christmas break. We completely understanding how disappointing this must have been for you and sincerely apologise. On the rare occasion that something does go wrong with your order, it's our usual policy to offer goodwill at the end of your journey with us. Generally, we'd follow up with you after a week so you've had the opportunity to try out your glasses and make sure they're working well for you. That way, we can see the full picture and ensure that compensation is reflective and appropriate. A member of our Customer Support Team will soon be in touch to follow up with you and see what we can do to turn your IOLLA experience around.

Posted 2 years ago

“Product looks very good, but the pouch opens constantly and therefore doesn’t protect my glasses…”

Helpful Report

Posted 2 years ago

Hi Tim-Oliver, thank you for your review and I'm so sorry to hear you are not satisfied with your case. A member of our Customer Support team will be in touch to follow up and see what we can do.

Posted 2 years ago

“The frames are great, but the verifocals are so poor I have to switch between eyes to read up close, then switch to read farther.”

Helpful Report

Posted 2 years ago

I'm so sorry to hear that you're struggling with your glasses Keith! It's not uncommon for a brand new pair of varifocals to need a few tweaks to get them working perfectly for you. Please don't worry though, the IOLLA Happiness Guarantee means that we'd never see a customer stuck with a pair of glasses that aren't working well for them. I can see that you've not reached out to us directly about the issues you've been having. A member of our Customer Support Team will email you shortly to get some more details and ensure that we do all we can to get your lovely new glasses up and running.

Posted 2 years ago

“Love your styled. But needed replacement frames. You stated 7-10 days. I’m afraid they didn’t arrive for over a fortnight after we phoned to enquire. Didappointed”

Helpful Report

Posted 2 years ago

Hi John, thank you for taking the time to get in touch with some feedback. We are so sorry to see there was a delay to your order. We strive to get every order out on time but I can see we unfortunately fell short on this occasion. Your feedback has been passed onto management to make sure we prevent this in the future.

Posted 2 years ago

“Time took too long”

Helpful Report

Posted 2 years ago

Hi Isobel, we are so sorry to hear that you have not been happy with your IOLLA experience. I can see that we had been unable to open the file that you had sent with your prescription, we unfortunately were not able to make a start on your order until we had received this.

Posted 2 years ago

“I love my specs. However, this is the second pair that has been delayed in delivery. On the previous occasion, I chased IOLLA for updates while this time, they got in touch to inform me of the delay. Once is excusable however part of the reason for choosing IOLLA is the overall experience and the delays make me hesitate using IOLLA in future or recommending them to others. Also, the finish on the lens is not optimal and scratch like marks are visibile.”

Helpful Report

Posted 2 years ago

Hi Mercy, we're so sorry to hear you're disappointed in your recent IOLLA experiences. I can see the last order arrived with you two days over the Christmas lead time and your most recent order was also two days over our usual lead time. We're concerned to hear about the marks on the lenses so a member of our Customer Support team will reach out to follow up.

Posted 2 years ago

“I would not recommend Iolla. The glare in these glasses is troublesome, especially while driving at night, which I will need to buy another pair for as I don't feel like I can drive safely. It's the first time I've used Iolla, and since my purchase in October 2021, I've had to back to the shop 3 times to get the frame tightened. Staff is nice about it but it is a faff as I don't live in town. I've got very poor eyesight, and have always needed to wear glasses, and know the pitfalls of accidentally bending a frame - no idea how I'm doing it. I've not had so much trouble with glasses from any other provider I've used. I've also been frustrated that the Smith Clip-ons seem to have been sold out for 3 months too now. Positives are the nice staff, they're local to Scotland and they have trendy styles and fun shopping environment. But I am going back to my old supplier.”

Helpful Report

Posted 3 years ago

Hi Elisa, thank you for taking the time to write to us with some feedback. We're so sorry to hear you have been let down with your IOLLA experience. In keeping with our Happiness Guarantee, we'd never see a customer stuck with glasses they can't wear so a member of our Customer Support team will reach out to follow up.

Posted 3 years ago

“Very long delays in receiving my glasses.”

Helpful Report

Posted 3 years ago

Hi Victoria, I am sorry I can see that we did experience some delays with your order. A member of our Customer Support team will be in touch shortly to see if we can turn your experience around.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	96%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Returns Process	Easy

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