I hate to write bad reviews and rarely do so but i am extremely frustrated about my order. Finally had a response from the seller. DpD is messing with the order and i cant get the order whatever I do.... See more
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See what reviewers are saying
I am absolutely thrilled with the outstanding service I received. I accidentally placed my order without adding the prescription lenses, but customer service handled the issue quickly and resolved... See more
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visiofactory website was good, easy to find what i wanted and compare and checkout and buy. It was shipping from France to Cyprus in 4 business days - Ordered Friday - it came Wednesday. Glasses - Fen... See more
Company replied
I order Sunglasses to the Switzerland Sunday evening Order, Delivery morning wendsday. I recommended This store 100% becouse I don't gonna order something and teste at home and them send it back... See more
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Company details
Written by the company
Visiofactory est une entreprise française basée en Alsace, portée par l’expertise de Nageleisen, maison d’optique fondée en 1965. Nous proposons une sélection de lunettes de vue et de soleil signées par les plus grandes maisons de l’optique et de la mode. Chaque pièce est authentique et issue de distributeurs agréés. En ligne comme en magasin, nos opticiens vous accompagnent avec expertise et attention. Notre signature : des lunettes de grandes marques, sans compromis sur la qualité et le service. | Visiofactory is a French company based in Alsace, backed by the expertise of Nageleisen, an optical house founded in 1965. We offer a curated selection of prescription glasses and sunglasses from leading names in eyewear and fashion. Every piece is authentic and sourced from authorised distributors. Online and in store, our opticians provide expert advice and attentive service. Our signature: eyewear from leading brands, without compromising on quality or service.
Contact info
France
- visiofactory.com
4.2
Great
596 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Outstanding Service and Excellent Quality
I am absolutely thrilled with the outstanding service I received. I accidentally placed my order without adding the prescription lenses, but customer service handled the issue quickly and resolved everything perfectly. A special thank you to Lena for her excellent support and personal attention throughout the process.
The finished glasses were an even better surprise. The quality is excellent, and the precision of the lens positioning and overall fit is simply perfect. I could not be happier with the result.
Excellent service, excellent workmanship, and a company I can highly recommend.
7 August 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you so much for this wonderful review! 😊
We’re delighted that our customer service team, was able to quickly find the right solution after your order was placed without the prescription lenses. We’ll be sure to share your kind words with her.
It’s even more rewarding to hear that you’re so pleased with the finished glasses, from the quality of the lenses to their precise positioning and overall fit.
Thank you for your trust and for recommending Visiofactory so warmly. We’re thrilled to have contributed to such a positive experience!
Estelle from the Visiofactory team
Missed delivery
I hate to write bad reviews and rarely do so but i am extremely frustrated about my order. Finally had a response from the seller. DpD is messing with the order and i cant get the order whatever I do. It is likely going back to France since dpd isn’t delivering the package and i hope for the best that everything will be fine after this for a refund or new item. I am disappointed because i liked the ordered glasses but brt is just a terrible shipping partner.
21 August 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read about your frustration and understand how concerning it is when a shipment cannot be located.
We would like to look into your order and the situation with the carrier. However, on this platform, we unfortunately do not have access to information such as your order number, which means we cannot identify your specific order or check its status in our system.
Could you please update your review by adding your order number? This will allow us to identify your order and investigate what happened with DPD/BRT so that we can provide you with a precise answer.
We are sorry for the inconvenience and hope to be able to clarify the situation for you as quickly as possible.
Estelle from the Visiofactory Team
Pésimo servicio de atención al cliente
Terrible customer service. I placed an order on August 7th, was ignored for days after sending multiple emails, and had to dispute it through Klarna just to get a response. Now they claim it has been dispatched, but they refuse to provide the DPD tracking number, making it impossible to pick up the package. I do not recommend buying from this store.
10 August 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read your review and would like to clarify the situation.
Our customer service team did send you an email today with your delivery tracking number. You should therefore now have the DPD tracking information needed to follow your parcel and arrange its collection.
We also noticed that the email address you are using to contact our customer service is different from the email address linked to your customer account on our website. The email containing your tracking number was sent to the email address associated with your customer account.
We invite you to check your inbox, including your spam or junk folder, using the email address registered on your Visiofactory account.
We hope this clarifies the situation and allows you to track your parcel without any further difficulty.
Jules from the Visiofactory team
The pair of Ray-Ban Wayfarer Ease I…
The pair of Ray-Ban Wayfarer Ease I ordered ended up being second-hand, they were blatantly dirty/scratched and the authenticity sticker was also missing.
29 July 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read your review and, above all, to learn that you had this impression regarding your order.
We would like to make it clear that we do not, under any circumstances, sell second-hand glasses. All our products come exclusively from our official suppliers, such as Luxottica for Ray-Ban. We therefore have no reason to sell products that have already been worn or are second-hand.
We have also been able to trace your order and note that you were refunded on 6 August following the return of your glasses.
We would therefore like to understand the reason for such a negative review if you have received a refund.
Thank you in advance for your feedback.
Jules from the Visiofactory team
Reply from Visiofactory.com
Hello,
Thank you so much for your review! 😊
It's great to know that your experience met your expectations and that you appreciated both the authenticity of our products and the speed of the delivery.
Thank you for your trust. We hope to welcome you back to Visiofactory for your next pair of glasses!
Jules from the Visiofactory Team
Poor quality control and dismissive after-sales service
Within 1.5 years, the Prada logo on my glasses started detaching and fine scratches appeared on both the lenses and frame, despite careful use and always storing them in the case. Visiofactory agreed to replace the temple but refused to acknowledge the lens and frame issues, claiming it was normal wear. When I cited my rights under EU consumer law, they sent the same copy-pasted response twice. Still unresolved.
Edit:
Thank you for your reply, Estelle. However, your response does not address the core issue.
Under EU Directive 2019/771, the burden of proof lies with the seller to demonstrate that a defect did not exist at delivery, not with the consumer to prove perfect handling. Your assessment was based solely on photographs, with no independent technical inspection.
More importantly, you cannot accept a manufacturing defect on one part of this unit and simultaneously claim the rest of the product is in perfectly normal condition. The logo detachment is itself evidence of substandard materials and coatings, making it inconsistent to dismiss the lens and frame deterioration as ordinary wear.
These are Prada prescription glasses at a premium price point. Micro-scratches appearing within 18 months of careful use, on both lenses and frame, fall short of the durability a consumer is reasonably entitled to expect from a luxury product under EU law.
I have filed a complaint with the DGCCRF and submitted the full correspondence to the relevant consumer authorities. I remain open to a fair resolution.
19 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you for taking the time to share your feedback.
We understand your disappointment and are sorry that our response did not meet your expectations.
Regarding the Prada logo, this was indeed a matter that our customer service reviewed, which is why we agreed to replace the temple.
As for the fine scratches on the lenses and the frame, our assessment remains unchanged. These marks are considered normal wear resulting from regular use. Even when glasses are handled with great care and stored in their case, small micro-scratches can naturally appear over time.
Our decision was therefore based on the condition of the product after inspection and not on a refusal to assist. We regret that we could not provide the outcome you were hoping for.
Estelle from the Visiofactory Team
Update :
Hello,
Thank you for your additional feedback.
We understand that you remain dissatisfied with our assessment, and we would like to reassure you that your request has been carefully reviewed by our customer service team.
As explained during our previous exchanges, each element of the product must be assessed separately. After reviewing the information and photographs provided, our conclusion remains that the issue affecting the Prada logo/temple was considered a specific defect, which is why we agreed to replace this part.
Regarding the micro-scratches on the lenses and frame, our assessment remains unchanged: based on the elements available to us, these marks are considered consistent with normal wear after approximately 18 months of use, even when the glasses are handled carefully and stored in their case.
We understand your point of view regarding the relationship between the different issues, but the presence of a defect on one component does not automatically demonstrate that all other parts of the product are defective. Each aspect must be evaluated according to its own characteristics and the available evidence.
In order to find a fair solution, our customer service team also offered the possibility of a full technical inspection by the manufacturer, who would be able to provide an independent assessment of the condition of the frame.
We regret that we have not been able to reach an agreement that meets your expectations, but please be assured that your request has been handled with attention and transparency.
Estelle from the Visiofactory Team
Damaged Product and Terrible Customer Service
I bought a pair of Loewe sunglasses from this company, and they arrived with numerous scratches on the frame, not on the glasses itself. I immediately contacted customer service to report the issue.
To my surprise, the company is now claiming that the sunglasses were never purchased from them based on the serial number. This is absolutely NOT true! We still have the original box and the invoice as proof of purchase.
We have contacted customer service many times, but they keep telling us that they are waiting for a response from their supplier. Meanwhile, nothing is being resolved.
What makes this even worse is that they are effectively accusing us of lying, suggesting that we are trying to return a different pair of sunglasses. Why on earth would we do that? It makes absolutely no sense. If we had received a damaged pair from another retailer, we would simply have returned it to that same retailer. We have absolutely no reason to send a different pair to this company.
To make matters worse, one of their employees actually said to me, "Can't you just wear a different pair of sunglasses on holiday?" I found this incredibly unprofessional and dismissive.
This entire experience has been extremely frustrating. Instead of taking responsibility for sending a damaged product, they are questioning whether we even bought it from them despite the clear proof we have. This is simply not fair, and I cannot recommend buying from this company based on the way they handle customer complaints.
We will not let this matter go. We have clear proof of purchase, and if this issue is not resolved properly, we will be taking further steps to protect our rights as consumers.
24 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sincerely sorry that this situation has caused you so much frustration. This is certainly not the experience we want our customers to have.
We would like to clarify that at no point was our intention to accuse you of dishonesty. The verification regarding the serial number is part of our standard procedure whenever an inconsistency is identified. Unfortunately, we have already experienced situations where frames returned to us were not the ones originally supplied by us or had serial numbers that did not correspond to products distributed through our company. For this reason, we are required to investigate these cases carefully before reaching any conclusion.
Your case has therefore been escalated to our supplier for the Loewe brand, and we are currently waiting for their official response. As soon as we receive their feedback, we will contact you immediately to provide an appropriate resolution.
Thank you for your patience while this investigation is ongoing. We remain committed to resolving this matter fairly and as quickly as possible.
Estelle from the Visiofactory team
Items not recieved
So far I have still not recieved my package. The first time it was supposed to be delivered it was rescheduled by the delivery company, and I dont know why. The second time it wasn't delivered because I didn't leave specific instructions on where to leave it (it's sunglasses, put it in my mailbox?), and the third time it was meant to be delivered today in a time slot, it still isn't here. I feel like I've been scammed. Please fix this.
11 July 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are very sorry to hear about your experience and completely understand your frustration.
According to the tracking information, your parcel has encountered several unexpected delivery issues with the carrier, which is not the experience we want for our customers.
Please contact our customer service team at service@visiofactory.com with your order number if you have not already done so. We will immediately investigate the situation with the carrier and do everything we can to help you receive your sunglasses as quickly as possible or find the most appropriate solution.
Thank you for your patience, and we sincerely apologize for the inconvenience caused.
Estelle from the Visiofactory Team
Brilliant company no issues as all
After looking at some reviews I was a little bit worried about ordering the sunglasses from France as I’m in the UK. Anyway the glasses arrived less than a week after placing the order and everything was perfect! Very impressed! The glasses were £380 in my local store and I ended up paying £180 for the exact same item. Would highly recommend
10 July 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you so much for your wonderful review and your 5 stars!
We're delighted to hear that we exceeded your expectations. We understand that ordering from another country can sometimes feel uncertain, so it's especially rewarding to know that your sunglasses arrived quickly and that everything was perfect.
We're also pleased that you were able to enjoy such a great price on your sunglasses while receiving the same authentic product. Thank you for your recommendation.
Thank you for your trust, and we look forward to welcoming you back to Visiofactory soon!
Estelle from the Visiofactory team
Reply from Visiofactory.com
Hello,
Thank you very much for your review and your 5 stars!
We’re delighted to hear that you were satisfied with the speed and reliability of our service, as well as the quality of your order. Your feedback means a lot to our team.
Thank you for your trust, and we look forward to welcoming you again soon at Visiofactory!
Estelle from the Visiofactory team
This company took my money months ago…
IoThis company took my money months ago and completely failed to deliver my order. Their customer support does absolutely nothing except send the same automated copy-paste templates about "carrier investigations" to drag out the time. I do not care about your internal courier problems. This is financial damage and a direct violation of consumer rights. Do not buy from Visiofactory, they take your money and disappear!
Estelle, your copy-paste public reply changes absolutely nothing. You have been giving me the exact same excuse about the "carrier's investigation" for weeks. I am not a customer of your courier; I am a customer of Visiofactory. Legally, you have exceeded all deadlines to deliver my package or resolve this issue. I refuse to wait for your internal delays any longer. Either ship the replacement glasses via an express courier immediately or issue a full refund. The official complaints with SignalConso and DGCCRF remain active and will not be withdrawn until this is settled.
First of all, a very warm Hello to you too, Estelle.
While I understand your perspective, I must politely disagree that your team could not do more. You mentioned that this situation is out of your control, but from a customer's point of view, to whom else am I supposed to turn? Your company is the direct link between the customer, the seller, and the product.
If you want to maintain satisfied customers, it is always better to step up and resolve the matter directly rather than forcing the buyer to wait indefinitely for an internal carrier investigation. Handling these situations efficiently should be a priority for the support team.
Given the unfortunate delay, a full refund is indeed the only fair and acceptable solution. Please process the refund to my original payment method as soon as possible and provide the official transaction receipt.
Best regards,
Dzenana Ahmic
6 July 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sincerely sorry for this situation and understand your frustration.
Please be assured that the carrier's investigation is still ongoing. Unfortunately, we have not yet received any feedback from the carrier, and their response times can be particularly long in this type of case.
Our team has not closed your file and is continuing to monitor your case closely. As soon as we receive an update from the carrier, we will contact you immediately to move forward with the appropriate solution.
We appreciate your patience and sincerely apologize for the inconvenience caused.
Estelle from the Visiofactory Team
----
Update :
Hello,
First of all, a simple "Hello" would have been appreciated at your update.
We understand your frustration, but there is no need to direct your anger towards our team. The carrier's investigation is still open, and despite our repeated follow-ups, we have unfortunately not received any response from them. This situation is entirely beyond our control.
That said, we agree that the carrier's response time has now become unreasonably long. Therefore, you will be fully refunded. Our team will proceed accordingly, as waiting any longer is no longer acceptable.
We sincerely apologize for this situation and the inconvenience it has caused.
Estelle from the Visiofactory Team
Second update : Hello Dzenana,
We would like to thank you for your message.
We completely understand your point of view and the frustration caused by this situation. As the seller, we remain your main point of contact, which is why we did contact the carrier regarding your shipment.
However, the carrier only handles these situations through an official investigation process. We therefore opened an investigation with them in order to obtain information about the shipment. As long as the carrier does not provide us with a response, we unfortunately do not have any additional information to communicate.
In the meantime, and due to the length of the investigation, the refund has been processed. Depending on your chosen payment method and your bank’s processing times, the amount may take a few days to appear back on your account.
We are sorry again for the inconvenience caused and thank you for your understanding.
Kind regards,
Estelle from the Visiofactory team
Great product & very good clarity for…
Great product & very good clarity for driving.
27 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you very much for your 5-star review!
We're delighted to hear that you're enjoying your glasses and that they provide excellent clarity while driving. Knowing that our products meet your expectations is the best reward for our team.
Thank you for your trust, and we look forward to serving you again on!
Estelle from the Visiofactory Team
Do not buy from Visiofactory - outside region
Firstly the order was allowed to be processed and payment taken without notification of non delivery to my address. Secondly the amount refunded was 5% less than the amount paid. Waste of my time and partial loss of my money.
Should not be accessible to anyone purchasing outside the area.
20 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to hear that your experience did not meet your expectations.
We have checked your order and can confirm that the refund was processed in full. If you noticed a difference between the amount you paid and the amount you received, it is most likely due to the exchange rate applied by your bank or payment provider, depending on the currency used for the transaction. Unfortunately, these currency conversion differences are outside of our control.
We understand that this situation may be frustrating and appreciate your feedback. Thank you for taking the time to share your experience.
Estelle from the Visiofactory Team
Complaint Regarding Missing Order and Poor Customer Service
I am extremely disappointed with this website. I purchased a pair of Miu Miu sunglasses on 06/12 and paid €200, but I still have not received my order.
Your website states that deliveries to European countries take only 2–3 business days, yet my package has not arrived. I have already sent three emails requesting assistance, but I have not received any response.
This level of customer service is unacceptable and very disappointing. I expect an immediate update regarding my order and a clear explanation of the delay.
12 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read about your experience.
Unfortunately, we do not have access to your order information through this review platform, and the details provided in your comment do not allow us to identify your order.
Could you please provide your order number? Once we receive it, we will be able to check the status of your order, review the delivery information, and provide you with a precise update regarding your shipment.
We understand your frustration and would be happy to investigate the situation further as soon as we have the necessary information.
Estelle from the Visiofactory team
Nickel !!!!
19 June 2026
Unprompted review
Reply from Visiofactory.com
Bonjour,
Merci beaucoup pour votre avis !
Nous sommes ravis que tout se soit déroulé parfaitement et que votre expérience ait été à la hauteur de vos attentes.
Au plaisir de vous revoir bientôt sur Visiofactory !
Estelle de l’équipe Visiofactory
Love it!
I am so satisfied. The glasses are perfect and were delivered quickly.( 3 days) Also I want to remark that the product is genuine. I have also a question about polarised glasses. I have never had this type, and for the first time when i wore them i felt a little discomfort in my eyes and head. Is that because i need some time to adapt? Thank you!
15 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you very much for your wonderful 5-star review!
We are delighted to hear that you are so satisfied with your glasses, that they arrived quickly, and that you appreciated their authenticity. We only sell genuine products sourced directly from official distributors.
Regarding your question about polarized lenses, it is indeed possible to experience a slight feeling of discomfort during the first few hours or days of use, especially if you have never worn polarized sunglasses before. Polarized lenses filter reflections differently from standard lenses, and your eyes may simply need a short adaptation period.
However, if the discomfort persists after several days of use, or if it becomes more significant, we would recommend consulting an eye care professional to ensure everything is perfectly suited to your vision.
Thank you for your trust and for choosing Visiofactory!
Estelle from the Visiofactory team
Great service!
I’m very happy with my Dior sunglasses. The service is impeccable. I received them in a day.
12 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you very much for your 5-star review!
We are delighted to hear that you are very happy with your Dior sunglasses and that you appreciated our service.
Thank you for your trust, and we look forward to serving you again soon on Visiofactory!
Estelle from the Visiofactory team
Customer Service
Updated - Customer service did get back to me. I want to order a couple of pairs of glasses from this company. One of the few online retailers that offer Nikon lenses. I had a few questions around returns, fitting and pupil distance. I have sent 4 e-mails in both English and French. It had been more than 1 week and I have no response. This does not instill a lot of confidence in the after sales care.
3 June 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read about your experience and understand that the lack of response may have affected your confidence in our service.
Please note that no order has been placed yet and due to a high volume of requests, response times for pre-sales inquiries can sometimes be longer than usual. Our customer service team prioritizes ongoing orders and after-sales requests, which may occasionally delay replies to questions before purchase.
We invite you to contact our customer service team again by email at service@visiofactory.com. We will be happy to answer your questions regarding returns, fitting, pupil distance and Nikon lenses.
Thank you for your understanding, and we hope to have the opportunity to assist you soon.
Jessica from the Visiofactory team
Absolutely flawless
Absolutely flawless!
On Thursday around noon I ordered a pair of Prada shades, on Friday afternoon they were with me in Bulgaria with DHL express shipping (just 8-9 eur from France to BG). Good price, very fast process from order to processing and delivery of the product. Information e-mails with updates on every step of the way. Couldn't ask for more.
The best online shop I've ordered from.
29 May 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Wow, thank you so much for this amazing review and for your 5 stars!
We are delighted to hear that your Prada sunglasses arrived so quickly in Bulgaria and that you were satisfied with the price, shipping costs, order processing and delivery updates.
Providing authentic products, competitive prices and a smooth shopping experience is exactly what we strive for every day, so your kind words mean a lot to our entire team.
Thank you again for your trust and for considering us the best online shop you have ordered from.
We look forward to serving you again on Visiofactory!
Estelle from the Visiofactory team
I order Sunglasses to the Switzerland…
I order Sunglasses to the Switzerland Sunday evening Order, Delivery morning wendsday.
I recommended This store 100% becouse I don't gonna order something and teste at home and them send it back and wait for Refunds.. When someone something what Buy He Buy It.... Nichts Spezulieren.
Danke Visiofactory.de I will be order again in future.
6 May 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you very much for your amazing review!
We are delighted to hear that your order arrived so quickly in Switzerland and that everything went smoothly.
Thank you again for your trust, and we will be very happy to welcome you back for your next order.
Estelle from the Visiofactory team
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