Ace & Tate Reviews 

Always an excellent customer service.
A huge thanks to Shane, Oisin and Sasha.

My Appointment was on time. The Optician Kristy was very thorough and kindly explained the results of the various eye tests and the general health of my eyes.

I ordered 2 pairs of glasses from Ace & Tate almost six weeks ago, paying £350, originally quoted a matter of working days for delivery. Since then I've had no delivery date and no meaningful updates, every time I've called or emailed I've been told it's simply "in production," with nothing further. I understand the data breach earlier this year caused some disruption and I was patient and understanding about that. But six weeks with no product and no communication is a different problem entirely. I've since emailed asking for a full refund and cancellation of my order and have heard nothing back complete silence. I'm still wearing my old, scratched-up glasses and have no idea if or when this order will ever arrive. Extremely disappointing experience from a company I expected much better from, and that i have been loyal too for many years! I will not be using Ace & Tate again. I'd think carefully before ordering if you need your glasses within any reasonable timeframe.

Dealing with this company from literal start to finish has been nothing short of a comedy of errors.

I waited 10 days for my glasses and received no communication whatsoever about where they were tracking, or why it was taking quite a long time to arrive. I contacted their 'customer service' (which by the way aren't open on Wednesday's even though their website says they're available Monday - Friday), and was met with very generic and slow responses.

I had to follow up with them twice to get any sort of reasonable answer. I was told it was a courier problem and they had absolutely no way of checking where my glasses were, and that they hoped I received them soon! They are very unhelpful and not at all customer focused. I was palmed off and the buck was passed to the courier company.

At no point was I offered any other solution to resolve this issue i.e. having the same glasses made in store using their same day service. I had to call the store to suggest this myself.

After waiting 15 days for the glasses I finally asked the store to just cancel and refund me if and when they do show up.

They are useless to deal with, very unenthusiastic and just plain unhelpful. Do not shop here. Go somewhere like BlooBloom in London - they offer the complete opposite customer experience and actually care about their clients.

I ordered my glasses more than 5 weeks ago - still havent recieved them - logistic center was compromised which sounds ridiculous that they have been unable to restore service. No communication or visbility on your order - i want to cancel but no feedback from customer service. This was the last time i ordered.

I will not be buying from Ace & Tate again and would strongly not recommend them.

I went for their highest level of frames and lenses. Over just two years the metal coating has worn away, the metal bent and the lenses lost all their coating. Ive had previous glasses for 8-10 years on average. So these are far under performing.

When I contacted them, I expected them to at least properly look into what had happened. Instead, they just dismissed it all as “wear and tear” and kept pointing back to their two-year warranty, without really engaging with the actual issue I was raising.

The whole process has been frustrating and passive aggressive. They’ve made it very clear that once something goes wrong with your purchase, they’re not interested in helping.

It’s also worth knowing that they closed their Swedish stores after I bought my frames, which made things even more difficult when trying to resolve the issue.

For a brand that charges what it does for its products, I expected much better quality and customer service. I will not be buying from them again.

I placed my order in person in Berlin. It has been a month and I have not received my order and getting in touch with the company is a nightmare. They keep repeating something went wrong with their logistics partner and customer data leaked. The fact that customer data was compromised is scandalous in itself, but I feel like nobody really cares and wants to help. Called the shop, they promised to look into it and get back to me, and then they never did. Okay, thanks for nothing, enjoy my money.

I ordered my glasses on 29/07/2026, as of writing this review I still haven’t received the glasses. Not only that, due to hack my personal data was compromised. Customer service is absolutely useless because they have seemingly automated responses which don’t address your issues. It’s a very very disappointing experience and I would URGE anyone considering buying with Ace and Tate NOT to do so.

Unfortunately after over 13yrs of purchasing multiple sets of glasses yearly for all the family the poor customer service or lack of has now forced us to finally go somewhere else. It’s such a shame. The last pair of glasses took 8 weeks to be shipped was almost double in price. No one is answering my emails. We payed 250euro for a non existing service still no glasses or reply from customer service. There must be a big problem within the company as we had a stella experience with Ace & Tate until now.

Friendly and helpful staff, good frames, but as I have a stronger prescription, I was charged with an extra surprise £100 at checkout as they claimed I needed 'supreme' lenses for that prescription. I went to iolla instead, where everything is included for £85 with no add-ons. Seems like a bit of a scam to me. If you're made of money then go for it.

I bought multifocal glasses from Ace & Tate for around €350. After only one year, the frame became damaged and eventually broke. I went to the store to have it replaced, but the same frame was no longer available. The staff found an alternative frame and promised that the replacement would take only a few days.

Almost three weeks later, I still do not have functioning glasses. I have visited the store several times and was repeatedly promised that someone would investigate and contact me, but nobody did. Phone calls are not answered, emails receive no response, and there has been no meaningful update.

The employees in the store are friendly, but unfortunately, friendliness is not enough when nothing is actually resolved. This is especially disappointing for essential multifocal glasses that cost €350.

Earlier this month, Ace & Tate also informed me of a data breach that may have exposed my personal information. Combined with the complete lack of customer support, this has seriously damaged my trust in the company.

Based on my experience, I cannot recommend Ace & Tate. Their customer service is currently not functioning, and customers should be aware of this before purchasing expensive glasses from them.

Trustable advice, nice designs. Compliance with deadlines and delivery conditions, attention to details.

I had an issue with my glasses and contacted the customer service team who resolved this within minutes. No arguments, no being passed between people and no back and forth for ages. Other companies should be as straight as this.

It's been 5 weeks after placing an order, however, it still didn't arrive. On the website, the delivery date was postponed twice this week alone. Problems with their logistics partner...the only explanation you get to hear.
400€, pretty expensive eye sight test.

Update on my previous comment: After more than two weeks, two of our glasses arrived, but it turned out that the Ace & Tate diagnosis or my GF's eyes has been wrong to 1 degree!!!!! How ridiculous it is. and two of them are not yet arrived after more than three weeks.

They said we will replace all 4 glasses for you in a new order, but now we only see two of our glasses in our portal and the customer service is still not helpful at all.

You can judge whether you want to buy from this company or not... After you pay, then problems start with an awful customer service. You can see they even didn't react to my previous comment :)

Such a disappointing experience. I’ve been an Ace & Tate customer for years, but this recent order has been incredibly frustrating.

I ordered a pair of glasses in one of their stores for home delivery. A week later, I received an email saying there was a logistics issue and that my order was delayed, with no timeframe for when it would arrive.

I was told by their team to email them by the 14th and they would cancel the order if it hadn’t arrived by then. I did exactly that, as I would no longer be in the country and needed to head home. Three days later, I still haven’t received any response.

Instead, I’ve now received a DHL tracking email, but the tracking link doesn’t work and there is still no sign of my package. Meanwhile, customer care remains completely unresponsive.

I’ve been a loyal customer for years and honestly expected much better from Ace & Tate. The lack of communication and customer service has been extremely disappointing.

I loooooove all my glasses!

Brilliant service from start to end. Beautiful variety of glasses, thorough eye test and speedy service. Anna was very helpful throughout.

Rochelle was amazing, so knowledgeable, friendly and professional!!! Will definitely be back for my next purchase

I bought some glasses here in Oxford in May. Two pairs of varifocals for the price of one (great deal!).
I’m clumsy and dropped a box on my head whilst moving it. It bent the frame and made them unwearable. I took them back the store and they adjusted them for me so they looked straight. However, in order to do that the glasses were not comfortable.
I took them back again today and the staff at A &T were so helpful. They changed the lenses into a new frame and now they’re perfect again.
Really helpful and efficient.
Definitely recommend.