IOLLA Reviews

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

4.9 Rating 5,074 Reviews

98 %

of reviewers recommend IOLLA

Company Reviews

Metrics

Info

4.9

Based on 5,074 reviews

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

About IOLLA:

We offer great quality eyewear at an upfront, affordable price in an environment you can trust.

Gone are the days of stressing over unnecessary add-ons. At IOLLA, your prescription doesn’t affect the price you pay.

Visit Website

IOLLA 5 star review on 14th September 2024

270

Anonymous

Anonymous // 01/01/2019

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

“Selection of frames is fantastic. Unfortunately though it’s quite difficult to know whether a frame is suitable for your face shape and requirements. Mine are definitely not suitable for me and I’m unable to wear them as they are much too big.”

Helpful Report

Posted 4 months ago

Hi Helen, thank you for your review. We're sorry to hear that you're disappointed with your IOLLA glasses. A member of our Customer Support team has reached out to you this morning with options on how we can turn this around for you.

Posted 4 months ago

“Bought my first prescription sunglasses and a wee bit disappointed, not with the shop staff or the service that is always excellent, however the lenses are green(my choice) but are really dark and difficult to see out when not a full sunny day.”

Helpful Report

Posted 7 months ago

Hi Martin, I'm sorry to hear that you're not totally happy with your new IOLLA sunglasses. A member of our Customer Support team will be in touch with you soon.

Posted 7 months ago

“It was an adventure choosing my glasses initially. Friendly staff member guided and advised me on suitable choices. A speedy service in the production. Downside. They were not the £85 as I first thought but still cheaper than my own optician. When I arrived to collect I was given glasses, case with cloth and thanked. There was no insistence that glasses were checked for fit or sight. This was disappointing part of service making it look as staff were not fully qualified optical experts. The price not the overall service might attract me to return.”

Helpful Report

Posted 7 months ago

Thanks for taking the time to leave us a review Ronnie! All customer feedback is incredibly helpful and important to us. All single vision glasses are £85 at IOLLA. However, like with other opticians, varifocal lenses come at an additional charge. You can read more about this on our website here: https://iolla.com/pricing We're so sorry to hear you were disappointed with your collection experience! A member of our Customer Support team will be in touch soon to find out some more information and see what we can do to turn this around for you.

Posted 7 months ago

“Great concept, great glasses and great value. Staff in store need to be more attentive to customers. Was in store in Edinburgh St James for over 20 mins and nobody asked me if I needed help or was ok (did hear all about their personal lives as they stood around chatting amongst themselves though!). Only engagement was when I asked them. When help asked for, girl was pleasant and helpful.”

Helpful Report

Posted 9 months ago

Hi Jane, thank you for taking the time to leave us a review. We're so sorry to hear that you're disappointed with your IOLLA experience. A member of our Customer Support team will be in touch shortly to check in with you and see how we can turn this around.

Posted 9 months ago

“When I went in to purchase my glasses and sunglasses (prescription), the young lady helping was very helpful and very nice. I am unsure why you've sent out an evaluation when I've not yet received either of the glasses, would it not be better to do this after I've got them? In addition I've to go into the shop to pick them up so they can be adjusted.”

Helpful Report

Posted 9 months ago

Hi Sandra, thank you for your review. We're glad to hear you had a great experience in our showroom, and thank you for bringing to our attention that you seem to have been prompted to leave us a review before receiving your glasses. I have passed this feedback onto our technology team. We hope you love your glasses when you receive them and that we can turn this 3-star review into a 5-star one soon!

Posted 9 months ago

“I just wish you could track your order. 12 days feels like a lot of glasses and I’m not even sure why. But knowing their stage of creation would be a super nice touch.”

Helpful Report

Posted 9 months ago

Hey Simon, thank you for your review. Our customer's feedback is really important to us, so your suggestion has been passed back to the rest of the team. All of our bespoke prescription orders are hand crafted in our Glasgow workshop, ensuring that each pair is made perfectly to your exact specification within 6-12 working days 😊

Posted 9 months ago

“shipping was long as hell smh”

Helpful Report

Posted 10 months ago

Hey Tiziano, we're sorry to hear that you're disappointed with your IOLLA experience. We've had a look into your order, and can see that your glasses left our workshop on working day 7 of our 6-12 working day delivery time, however it was noted at point of order that as your glasses were being shipped internationally, there would be an addition to this delivery time due to customs and importing. All of our glasses are hand-assembled in our Glasgow workshop, and ensuring your order is crafted to perfection with your bespoke prescription and measurements takes time. Your feedback is really important to us, and a member of our Customer Support team will be in touch shortly.

Posted 10 months ago

“Arms tight , sore on the side of my head behind ears”

Helpful Report

Posted 10 months ago

Hey Murray, thank you for your review. We're sorry to hear that your glasses aren't fitting quite right. We would love to see you back in our showroom so we can adjust your glasses and get these fitting perfectly for you. If there's anything else we can do to support, please reach out to our Customer Support team on help@iolla.com. See you soon!

Posted 10 months ago

“If you go in alone and need an opinion don’t rely on staff. I was helped and 2 MOS agreed on frames .. I was deciding between 2.. they are awful .. I was offered a free pair of glasses at £80 but the expense is the £165 lenses”

Helpful Report

Posted 1 year ago

Hey Bernadette, thank you for your review. We're sorry to hear that you're disappointed in your glasses. As advised by our showroom team, we're happy to change your frame free of charge to one that you prefer, however the charge is to cover the cost of cutting brand new lenses to fit your new frame. If you have any questions, please don't hesitate to get in touch with our Customer Support team.

Posted 1 year ago

“I love my new glasses, they are comfortable and look nice. The shopping experience was very good. The assistants were all kept very busy but swift and professional and the glasses arrived within the time scale. I have only reviewed a lower score because my vision is not as clear as it should be. I have spoken to Iolla refarding this and feel confident this will be resolved however, as the shop is in Edinburgh and i am in Fife, i have not managed to go back and have the glasses reviewed as yet. I did pay for wider vision on my varifocal lens but it doesnt seem to be in the right place”

Helpful Report

Posted 1 year ago

Hey Lorraine, thank you for taking the time to leave us a review. We're sorry to hear that you're not fully satisfied with your glasses. As per our Happiness Guarantee, we'd never leave a customer stuck with a pair of glasses they couldn't use, so we will get to the bottom of this together. We're looking forward to seeing you again soon and getting this resolved for you.

Posted 1 year ago

“It just seems like a long time from ordering till receiving. Quality not that great. The last pair I got seemed flimsy was dissapointed with them.”

Helpful Report

Posted 1 year ago

Hey Christina, thank you for taking the time to leave us a review. We're really sorry to hear that you're disappointed with your IOLLA experience. A member of our Customer Support team will be in touch with you shortly.

Posted 1 year ago

“Great price and I love the oversized frames, but they fit loosely and the prescription doesn’t feel quite right unfortunately.”

Helpful Report

Posted 1 year ago

Hi Amy, we're so sorry to hear you're having problems with your new glasses from IOLLA. Our customer support team have reached out to you now so that we can try to resolve these issues for you. In keeping with our normal policies, we would never see a customer stuck with glasses they can't use, and we'd always ask that you reach out to us to give us the opportunity to set you up with glasses you love. Hopefully we'll hear from you soon!

Posted 1 year ago

“I didn’t find staff member who served me overly friendly. She was quite matter of fact. I was also disappointed in the wait time. I got my last pair of specs quicker during lockdown”

Helpful Report

Posted 1 year ago

We're sorry to hear you feel disappointed by your IOLLA experience. A member of our Customer Support Team will be in touch shortly to look into this further

Posted 1 year ago

“They didn’t even tell me when my glasses were ready! Had been the store room for a week 😂😂😂”

Helpful Report

Posted 1 year ago

Hey Alan, thank you for your review. We're sorry that you're disappointed with your IOLLA experience. Our team will look into this and be in touch with you shortly.

Posted 1 year ago

“Great product and fantastic quality.....like any new expanding one, customer service isn't quite there yet!!”

Helpful Report

Posted 1 year ago

Hey Iain, thank you for your feedback. We're glad to hear you're loving your new glasses!

Posted 1 year ago

“This is my third paid of Iolla glasses so I am well versed in the process of choosing your new specs, providing the prescription and then being sent off to be created and then either collected from the store or delivered to your home address. With my prior purchases I had no issues but on this occasion the process was not smooth. Strangely, in an almost premonition like way my optician did warn me that recently he has been having lots of customers with the wrong prescription in their glasses and well what do you know! This is what happened to me! My prescription in 1 lense was off by a factor of 4! Glasses were taken back and apologies made by the lovely staff in the Edinburgh store. The prescription in the glasses was correct on the system and they had a correct copy of my prescription on file but the actual lenses were wrong. If this is becoming common place (as hinted by own optician) I wonder if there needs to be a second line check by another member of staff to make sure the lenses are correct - iolla have over stretched their production line and they need more staff if mistakes like this are being made. It will definitely make me think more about using Iolla again as this experience was not as enjoyable. However, all the staff in the Edinburgh store are lovely and he manager in the store was particularly apologetic.”

Helpful Report

Posted 1 year ago

Hey Peter, thank you for your review. We value our customer's feedback greatly and are investigating into where we went wrong with your order. Our Customer Support team will follow up with you again shortly.

Posted 1 year ago

“My new multifocals look very nice but I feel that the lenses aren't cut correctly. I find myself switching to my reading glasses a lot more than with my old frames. I've had them for 2 weeks now and should be used to them but they still don't feel right.”

Helpful Report

Posted 1 year ago

Hey Kate, I'm sorry to hear that you feel your glasses aren't quite right. As per our Happiness Guarantee, we'd never see a customer stuck with glasses they can't use. Please reach out to our Customer Support team at help@iolla.com, or on 0330 124 6525.

Posted 1 year ago

“Love my glasses so much I returned for my thrid pair, however sadly this is the third time the customer service has let me down. Uploaded my documents multiple times before having to send them via whattsapp for them to be accepted. Consequently it took three weeks for me to receive my specs, despite uploading documents the day of purchase and being a return customer.”

Helpful Report

Posted 1 year ago

“Twelve days is too long to wait for glasses also not impressed with lack of service on collection meant a further trip to get glasses fitted properly resulting in 3 weeks before glasses were more comfortable but still not completely comfortable”

Helpful Report

Posted 1 year ago

Hi Barbara, thank you for your feedback. We are always taking feedback on board from our customers so I will pass this back to our team. If the fit of your glasses still isn't feeling quite right, we would love to see you in one of our showrooms so we can get to the bottom of this for you. If you would like to guarantee a slot, please find our booking form on www.iolla.com/book, or alternatively call our Customer Support team on 0330 124 6525. Looking forward to hearing from you!

Posted 1 year ago

“I love my glasses but I had to chase to find out when I would receive them as they were more than 2 weeks late. It would have been good customer service to get an email about delivery etc. when I picked them up at store I was just handed the glasses in their box. Surprised not to be asked to try them on, check them or be asked if they required any adjustments etc. not impressed with lack of customer service.”

Helpful Report

Posted 1 year ago

Hi June, I'm so sorry to hear you're unhappy your IOLLA experience. We quote a lead time of 6-12 working days for prescription orders with varifocals being on the higher end of the scale. I can see you had emailed on working day 10 and your glasses were ready to collect by working day 11. It is our usual procedure to advise customers to try the glasses on at collection to check vision and fit, so it is disappointing to hear this did not happen on this occasion - I have fed back to the showroom manager to reiterate with the team. If you have any further information you'd like to pass on or would like to arrange an adjustment on your frame, please get in touch with us at help@iolla.com.

Posted 1 year ago

IOLLA is rated 4.9 based on 5,074 reviews