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... See more
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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 an... See more
Company replied
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 pri... 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
Company replied
Company details
Written by the company
Visiofactory est votre opticien en ligne et en magasin. Découvrez une large sélection de lunettes de soleil et de lunettes de vue de grandes marques pour Homme et Femme. Livraison gratuite et retours offerts.
Contact info
France
- visiofactory.com
4.3
Excellent
498 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 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
July 10, 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
July 6, 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.
June 27, 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.
June 20, 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.
June 12, 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 !!!!
June 19, 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!
June 15, 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.
June 12, 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.
June 3, 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.
May 29, 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.
May 6, 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
do not order
I strongly advise against ordering from this shop. This is the second time I have experienced the exact same issue, and it is clearly a structural problem with their return process.
I returned an expensive pair of glasses in their original, pristine condition. First, the shop refused to collect the package from the pickup point for days. Then, on the very last day of the return window, they claimed the item was "damaged" to avoid issuing a refund.
This is a deceptive tactic to keep your money while you are left with nothing. If you want to buy high-end eyewear with the security of a return policy, look elsewhere. They will find any excuse to deny your refund. Unreliable and highly unprofessional.
March 30, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read your comment, but we must clarify several incorrect statements.
Our customer service did refuse the parcel because it arrived completely torn open and visibly damaged. We even sent you photos of the package upon reception. As this was a return shipment initiated by you, we also explained that it was your responsibility to open a claim with the carrier regarding the transport damage.
You mention two orders allegedly not refunded, but this is inaccurate. A partial refund was indeed issued corresponding to the part of the order that was correctly returned and validated.
At no point do we use any “tactics” to keep customers’ money. When a problem occurs during a return process, especially with a damaged parcel, we inform the customer and ask them to take the necessary steps with the carrier concerned.
We remain available should you wish to continue the discussion calmly with our customer service team.
Estelle from the Visiofactory team
Order 0341999KB - NO REFUND PART 2
Order 0341999KB
So, apparently, my order was canceled, and the transaction was not made (that is what they told me, EVEN THOUGH IN THE ORDER EVEN IS THE INVOICE FROM WHAT I PAID AND WAS CHARGED). It makes NO SENSE that they told me "we can confirm that your payment was cancelled." BECAUSE I WAS STILL CHARGED AND THE AMOUNT PAID APPEARS IN THE ORDER, AND I HAVE NOT RECEIVED A REFUND. I am not deleting my reviews until i get my money back.
April 22, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We understand your frustration, however we would like to clarify the situation once again.
Your payment has been cancelled on our side. Our customer service team has already sent you by email the status of the transaction from our payment system. For security reasons, we will not disclose any sensitive payment information on this platform.
As the transaction is cancelled from our side, no amount has been captured. We kindly invite you to check directly with your bank or payment provider to verify the situation on your end.
We also ask that you please remain respectful in your messages. Writing in all caps does not help resolve the situation.
Thank you for your understanding.
Estelle from the Visiofactory team
Excellent service.
April 22, 2026
Unprompted review
Reply from Visiofactory.com
Bonjour,
Merci beaucoup pour votre retour 5* !
À bientôt !
Estelle de l'équipe Visiofactory
Horrible return policy
Decent prices but the return policy is horrible from Spain. I ended up paying 13 euros in order to Ship it back to France. Customer support was not helpful in providing any other solution.
April 17, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you for your feedback.
We’re sorry to hear that your experience with the return process did not meet your expectations. For orders shipped from countries such as Spain, return shipping costs remain the responsibility of the customer, as clearly indicated on our website: https://www.visiofactory.es/content/devolucion-gratuita-en-30-dias
We understand that this may feel inconvenient and we appreciate your feedback, which helps us continue to improve our service.
Estelle from the Visiofactory team
Do.not buy!!
These bastards after 1 month did not delivered... the way that i paid is different no idea how my wife paid.. and chargeback no possible!!!
I checked with them and they play .. same game every time.. sent 4737237 email to reclamation without success!!
Do not buy anymore...
March 4, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to read your message and understand your frustration.
Unfortunately, with the information provided here, we are unable to identify you among our customers, as your username does not give us any concrete details to locate your order.
We kindly invite you to contact our customer service directly by email at service@visiofactory.com
so we can review your situation and assist you as quickly as possible.
Thank you for your understanding.
Estelle from the Visiofactory team
Slow shipping and no communication
I bought a sunglass from Visiofactory however, even though they promise for a fast shipping, the order has not even been confirmed yet. I tried to communicate through the customer service which is not responsive at all. The reason I bought from them was because of their fast shipping policy, now I am worried if it will be even shipped.
March 18, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry to hear about your experience. Unfortunately, with only this comment, we are unable to locate your order in our system. Could you please provide us with your order number? This will allow us to trace your order and assist you more efficiently.
Thank you for your understanding,
Estelle from the Visiofactory team
Very recommended
I ordered Ray-ban sunglasses (RB2223) at a good price compared to other websites and I could also apply a discount of 10% for the woman day. They arrived soon 3 days later in Barcelona. Personally, I had great experience and I’m satisfied!
March 14, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
Thank you very much for your detailed feedback! We’re delighted to hear that you found your Ray-Ban sunglasses at a great price and that you were able to take advantage of the 10% Women’s Day discount. It’s also great to know that your order arrived quickly in Barcelona and that you are satisfied with your experience.
See you soon,
Estelle from the Visiofactory team
Putting another review as they still…
Putting another review as they still keep my money and not willing to refund even though the ITEM IS BACK TO THEM THEY CONFIRMED IT THEMSELVES 7 DAYS AGO
March 8, 2026
Unprompted review
Reply from Visiofactory.com
Hello,
We are sorry for the confusion regarding your refund. According to the carrier’s tracking information, the return parcel has not yet been delivered back to us. The tracking shows that it was taken in charge by the carrier on Monday, March 9 (today) and is currently in transit.
As soon as we receive the parcel and verify the returned product, the refund will be processed promptly.
Update 03.10.26: We have now received your return and the refund has been initiated.
Thank you for your understanding.
Estelle from the Visiofactory team
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