Conways of Oxford

I have been going to Conways for a number of years and I have no complaints! I needed new spectacles as a patient at the Eye Hospital and as my sight deteriorates I will need further tests and new spectacles. My most recent pair were held up by a machine fault but the manager made sure I had some new spectacles for an important visit to the Hospital.

3 and 1/2 months and NO glasses. This pales into insignificance compared to some, it seems. I can tolerate issues with suppliers or mistakes but the lack of clear communication, excuses and ignoring messages was the final straw so after all that time, I picked up a pair of frames with no lenses and cut ties. In truth, the frames didn’t look like they’d ever been attempted to have their prescription fitted either. Avoid - it’s a shambles and no way near the level of service you should expect when paying premium prices for frames. I’m all for supporting independent business but this is an example of a badly run that fails drastically at the basics. Save yourself the headspace, go elsewhere…

I have dealt with Conway's for nearly 20 years and their professionalism and service always has been (and still is) second to none. Nothing is too much trouble and they put customer service before profit every time. My most recent experience was when I lost my glasses in a wood and then found them, somewhat dishevelled 6 months later. I took them into Conways where I expected Megan to pronounce them unrepairable. While I waited, Megan worked her magic and made them nearly as good a new. 'How much do I owe you', I enquired, 'nothing' came the reply. Customer service above and beyond.

I endured 6 months of frustration with Conways. 3 sets of wrong lenses, an ill fitting frame, a fourth lens and frame delayed due to a “damaged grinder”! Plus multiple delays and implausible excuses. Enough was enough and got a full refund. Nevertheless after all this wasted time I had no functional glasses. I went to another Oxford optician (David Spicer) and within 6 days, I had frames that fitted and lenses that worked. Their approach was fundamentally different: precise measurements of both position of my eyes and the suitability of the frame and good communication. They were efficient and patient focused. I now have glasses that work and this highlights just how bad it had been throughout my contacts with Conways. A tale of two fundamentally different opticians!

My glasses were badly broken following a fall on defective Vale of White Horse District Council paving. Conway's cleaned up the lenses and provided a new frame (the old frame was not repairable, although they tried) efficiently, quickly and, cost effectively. I found all the staff very helpful and pleasant (especially Morgan who carried out the repair). [btw as far as I know I am not related to the Conways of Oxford.]