Bailey Nelson Optics 

Great products and service.

Highly recommend them and they last as long as any pair of expensive designer glasses I have owned.

Amazing value for money.

Terrible customer service. I rushed to get to an appointment, due to a late train and despite someone calling me to confirm and me telling them I was on my way - they turned me away because I was 1 minute late - 1 MINUTE!!
How ridiculous is that! Do you realise which city you operate in? The transport in this city doesn’t play that game - and you should understand that.

The woman who called me was also extremely pushy - wanting to essentially do the appointment over the phone…. Even trying to diagnose my issue over the phone…. Really??

I booked an appointment so I can see a person - not do a phone consult.

I have shopped with you for many years and while I’m sure, based on your attitude, you absolutely do not care - I will definitely not be returning.

Your customer service basically says “we don’t care about our customers, we stick to (ridiculous) rules and will lose business rather than be accommodating. Good luck with that one!

After lots of research into frames from different companies and lots of virtual try ons (as I’m not near the London stores) I settled on the small Markovas and I’m thrilled with them! It’s so hard to find glasses that actually fit my pea head and BN have pulled it out the bag. Love my new frames. The online ordering process was really easy and they arrived in under two weeks. My partner was so impressed he also ordered new glasses and sunglasses with BN and he’s also thrilled with the quality.

Disappointing. Frames look good in the store and much cheaper than some opticians. However, I could never wear the glasses I was sold as they didn’t sit on my nose properly and blurred my vision. Took them back to Covent Garden store to be adjusted several times but made no difference. Returned again to ask for non-prescription sunglasses lenses so at least I could use them. Charged an additional £80 and took more than a week to do. Won’t use again. Don’t be fooled by the cheap prices. You get what you pay for.

Popped in today whilst in Covent Garden …really helpful young woman who helped my husband and then myself to buy glasses with a special price offer! Great selection & fantastic service …will pop back if I need any more glasses!

A few years ago, one pair of bailey nelson glasses I had broke on the nose bridge while I was cleaning them. I took them back to the store and was told I was "probably cleaning them too hard". I was cleaning them exactly the same way I've always cleaned lenses on glasses. I've been wearing glasses for 25 years and I've never broken a pair of frames by cleaning them before.

More recently (2021) I noticed the coating on my bailey nelson sunglasses appeared cracked/creased. It significantly impedes my vision when wearing them. I wrote to Bailey Nelson and they said it was the lens coating (polariser coating) that had "shattered" which can happen when the glasses/lenses are exposed to heat. I asked what the safe, maximum temperature was that the coating on bailey nelson sunglasses can be exposed to and they did not know but they suggest "around 30 degrees". I asked if bailey nelson informed people of this at the time of purchase or if they had any information on their website about maximum safe temperatures for their products and they said they do not have that information.

The only solution bailey nelson offered was to to a store and buy more lenses.

I wrote back and told them I wouldn't be buying any more products and that my experience as a customer had not been very good. I said that I hoped my feedback was helpful. That was 10 days ago and I haven't heard anymore.

I would not recommend bailey nelson products or online customer service.

I’ve used BN specs for several years and my most recent frames for about three. I was always happy with them. A few months ago I noticed a texture developing on the inside of the lenses. It looked like a coating was peeling off. I went to their shop in Covent Garden, London to ask them what could be the issue. They looked at the glasses for a while and also asked me for my name so they could look up my account. They asked me how I clean my glasses, and I told them that I mostly use a cloth, but occasionally also rinse in water (I have very oily skin, so things get mucky). The person told me “Well, you know you’re not supposed use water, because water contains stuff (!), just the sprays that we sell and the cloth.” I was taken aback but said “ok.” Then the person told me “in any case this isn’t covered by your warranty, as the warranty period has passed.” I had never inquired about the warranty coverage, and I became quite suspicious that they were so defensive and acted like I was trying to make a claim. If at the time of purchase I had been forewarned that to properly care for the lenses, I must prevent them from touching water, I would have followed the advice, however off putting I find that the lenses can easily corrode with water(!). But of course I wasn’t. I’ve been wearing glasses for 20 years, and have always cleaned them the same way. The fact that I only experienced this with these BN ones, coupled with the rude and defensive behaviour at the shop left a very bad taste in my mouth. I would not recommend this company.

Albany and New Market branches in NZ have both been fantastic each time I've visited. Explained pricing to me (I have to get lenses shaved down), and always got my stuff to me as soon as. Love the styles too

Face to face expertise and customer care excellent.
I tried to navigate the online service but found it lacking of the positive customer care of the Spitafields Branch. This is my second pair of glasses from NB.
My reason for returning to NB is that I am confident that the care that I received from the optician to the staff on the shop floor giving good advice and assistance. Kas went beyond his remit in trying to get a frame which was no longer in production. I was kept updated by a follow up call. Thank you. I collected my glasses yesterday and I am just as happy of the quality and prescription as I was 2 years ago.

Beyond disappointed by one of their marketing tricks.

I booked online what was clearly a free eye test combined with an appointment to choose my new pair of specs. Sent last prescription as required and received confirmation so I was good to go (and pretty excited if I’m honest).

When I arrived at the shop I was told that they cancelled my appointment (rude) because my prescription was less than 2 years old (weird) and my free eye test would no longer be … free.

I have been informed by email the day BEFORE the appointment and was supposed to get a voicemail as well (never received). Sorry not sorry if I haven’t checked my emails relentlessly as long as I received an automated (??) appointment confirmation AND reminder from BN.

This was supposed to be a first with BN. Didn’t happen. Never will. Unfollowed on social media, unsubscribed to their newsletter… and I ordered my new pair of specs with another company (free eye test included).

Great service! I went to the Spitafields branch in London, and the employees there and optician were extremely friendly and helpful. BN's frames are beautiful and high quality as well - only downside is that they get a bit slippery from my face when exercising. Would surely recommend.

Having found BN in Oz and had a good in store experience, I was pleased to find two branches in London. My review is for in-store at Old Spitalfields.

I popped in one evening, enough though I read online that you needed an appointment, just to have a browse. Leena (hope that's how you spell your name) is magnificent. She spent ages with me understanding my issues (I need alternative fit glasses due to low nose bridge and high cheekbones). Despite her job being made a little easier as BN offer to install nose pads on acrylic glasses, she was confident in suggestions and in her feedback on what suited me and why.

I promptly went home and booked to have an eye test (as my one recently was done in about 3minutes so not entirely convinced it was accurate), which was done so well in terms of rechecking I was sure that something was actually better and explaining why I might be having issues with eye. She even asked if I'd cut my eye as she could see a scar - no-one has ever asked before and it's about 9 years old. It's the little things that reassure you that they are paying attention. BTW, BN offer free eye tests at the time of writing this review so they have even less incentive to go above and beyond.

I look forward to receiving and getting my glasses fitted.

Lack of Attention to Details. Shop assistance ordered the wrong Glasses and and lack of follow up. This is experience from Parramatta Store NSW, Australia. Customer asked for any manager detail to get a resolution was told not available and you just have to wait when stock comes.

I have 2 pairs of glasses from Bailey Nelson and even amongst my Persol and Tom Ford alternatives they are my favourites. They do have something of the hand-finished crafted quality which at their price-point is excellent. And the staff are really helpful - I needed a new case and they offered to send a new one free of charge.

Personally I had a good experience with their customer service (Matthew). The issue was really with Royal Mail but they at least offered me a VIP service to get my new glasses delivered in case the original pair never turned up.

A good customer service experience keeps customers.

Shocking online experience. Bombarded with social media ads, buy glasses, wait five weeks and still no glasses. Call customer services and they laugh, saying “there’s nothing we can do, you need to call Royal Mail - they could come tomorrow, they could come in a week”. Lots of excuses about C19, but we’re a year into this now and well run businesses have got their acts together. Do not buy online from Bailey Nelson.

I bought from one of their shops and the service was first class. The first pair didn't work for me and they replaced them with new specs without any quibble. The pricing is excellent. My only note of caution relates to frame sizes.

I think one of the ways of minimising the cost may be to keep the lenses smaller. After I bought my pair from them I had my old (expensive Persol) specs re-lensed and I'm using them now because they are bigger and better. I think the frame I chose from BNO was too small so it's worth making sure you get a bigger frame if, like me, you have a big head! However, they don't have a big selection of larger frames.

I believe their instore service is good, but unfortunately I am not located near a store, so online is the only option.

I ordered two frames to try, and it was two weeks before delivery. Fair enough, I know these are difficult times for all. Unfortunately the frames were too big, so I returned and waited a month for a refund!

Decided to try again, and purchased another ‘in stock’ frame. It has been 3 weeks since ordering and I haven’t heard a peep from them!

None of the orders were for prescription lenses, simply dispatch the glasses with stock dummy lenses to try before reordering if I like with my prescription. How hard can it be?

Think twice about ordering online!

Beautifully designed glasses at a reasonable price. Which is why I’ve bought 3 pairs from Bailey Nelson and never been disappointed. Think they are bloody brilliant.

I had my eyes checked here last week. Due to the current pandemic, face coverings were worn throughout the appointment. Eye test was thorough and well explained. The staff are friendly, attentive and knowledgable. They provide professional and excellent service. I highly recommend Bailey & Nelson optometrist in Covent Garden.