Vistaexpert Reviews 762

Reply from Vistaexpert

3 days ago

Dear Harry,

We read your review and disappointment regarding your experience with our customer service with regret. First of all, we would like to apologize if the tone of our previous communication was misunderstood: it is never our intention to question the good faith of our customers. However, we feel it is necessary to clarify a few procedural points, as we fear there may have been a misunderstanding regarding the management of your case.

Return Accepted Immediately: As you indicated, your request was made within the expected timeframe and was approved immediately. There was no resistance on our part in accepting the return of the product.

Inspection Procedure: We simply communicated that, once we receive the glasses at our facility, we will proceed with a physical inspection to confirm the defect reported in the photos, which was unclear.

Refund Guaranteed: We want to reassure you that, regardless of the inspection outcome, you will receive a refund:

If a manufacturing defect is confirmed: You will receive a full refund for the product and shipping costs.

If it is a return due to change of mind: (i.e., if the glasses do not present manufacturing defects), you will receive a full refund for the value of the glasses, while the return management costs will be at your expense, as per our terms and conditions of sale.

Sending the Product: Obviously, as a standard procedure to proceed with any refund, it is essential that the glasses purchased from our store are shipped back to us.

All the steps you requested were promptly activated, and our willingness to resolve the issue has been total from the very first minute.

We remain at your disposal for any further clarification and await the return of the package to close the case as soon as possible.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Jan 16, 2026

Dear Customer,

We are sincerely sorry to read about your dissatisfaction. Product quality and customer satisfaction are our top priorities: we guarantee that all our eyewear is 100% authentic and fully traceable.

However, we would like to look into your experience regarding the fit and the support you received. Unfortunately, based on your Trustpilot nickname, we are unable to locate your order in our database. We kindly ask you to contact us via email with your order number, so we can personally assist you and resolve this situation.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Dec 19, 2025

Dear Customer,

We are sorry to hear that your experience was not perceived as satisfactory and we understand your concern regarding VAT. However, we would like to clarify that no error occurred in your case. The order was correctly processed under the intra-community B2B regime: when using a valid VAT number registered in another European Union country, the invoice is issued with 0% VAT, as required by current regulations. This means that VAT is neither charged nor retained, but must be managed directly in the Country where the VAT number is registered.

We apologize if there were any misunderstandings or if our communication was not perceived as satisfactory. We are always available to provide further clarification.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Dec 3, 2025

Dear Customer,

we are very sorry to read about your experience and understand how frustrating it can be to wait so long for a refund. However, it seems very unusual that almost three months have passed without receiving it, considering that, as stated in our Terms and Conditions, refunds are processed within 15 days of receiving the return at our warehouses.

We would also like to clarify that, as indicated on our website, the cost of a return is €8 if you use our courier, except for orders over €300. Alternatively, you can arrange the return with your own courier, covering the shipping costs yourself.

Our goal is always to provide accurate and satisfactory service, and we would like to verify your case. We kindly ask you to contact us via email providing your order number and full name, as we could not find any order in our system under the name provided in the review.

Vistaexpert Customer Care Team

Reply from Vistaexpert

Nov 28, 2025

Dear Islay,

we confirm that your order was properly dispatched from our warehouse. We would like to emphasize that once the package is handed over to the courier, the delivery is their responsibility. According to the courier's checks, the package has been delivered and signed for; this information has also been shared in the PayPal claim you opened.

We therefore invite you to carry out a further check with the courier or with your neighbors. We hope we have provided all the necessary information and remain available for any further clarifications.

Vistaexpert Customer Care Team

Reply from Vistaexpert

Nov 7, 2025

Dear Vlad,

We’re sorry to hear about your dissatisfaction. After checking our records, we found no previous contact from you regarding a defective item. Our system shows only one return request from you, with the reason “size too small”, which unfortunately we had to decline as it was submitted after the return period had expired.

We hope this clarifies the situation, and we remain at your disposal for any further questions or assistance. Please feel free to contact us at any time — we’ll be happy to help.

Kind regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Updated Oct 16, 2025

Dear Ben,

We are sorry for your experience. Please be assured that every return is handled with the utmost care and subjected to a thorough inspection by our quality department.

In the case of your return, our quality department found scratches on the lenses; for this reason, in accordance with our return policy, it was not possible to issue a full refund. As stated in our Terms and Conditions, in the event of receiving a non-compliant product, it is essential to contact Customer Service immediately to report the issue; in your case, we did not receive any email notifying us of the problem.

Regarding your comment about reviews, we would like to clarify that we do not have the ability to remove them independently: reviews are free, and our customers’ feedback is always appreciated, as it helps us improve our service.

We hope we have provided you with all the necessary information and remain at your disposal for any further clarification.

Kind regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Oct 9, 2025

Dear Sebastian,

thank you for sharing your experience with us. We’re sorry for the inconvenience you encountered and would like to clarify that, at the time of purchase, it was indicated that the product was not available for immediate delivery, with an estimated shipping time of about 8 working days.

Until the order is shipped, we always give our customers the option to cancel it, as you chose to do. We therefore immediately processed your refund, which will be credited within the standard technical timeframe (usually within 7 days).

We remain at your disposal for any further information and hope to serve you again in the future with a better experience.

Kind regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Oct 7, 2025

Dear Michael,

thank you for sharing your experience. We are sorry that the customs charge came as a surprise and understand how frustrating this can be.

We would like to point out that for shipments to non-EU countries, any duties and import taxes are not included and must be paid directly to the courier by the recipient. This information is provided both at checkout and in the Terms and Conditions on our website. Unfortunately, customs policies vary from country to country, and we cannot intervene in the duties requested by local authorities.

We are nevertheless glad that you found our customer service polite and helpful, and we hope that despite this experience, you may consider our products again in the future.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Oct 16, 2025

Dear Lisa,

We are sorry for the situation and understand the inconvenience it may have caused. However, we would like to clarify that the returned package arrived empty. We always believe in the good faith of our customers, and for this reason, we immediately launched a thorough investigation with the courier, even before your review was published.

When a package arrives empty, it is not possible to immediately determine whether the issue is due to the customer or other circumstances. We never doubt the good faith of our customers and always carry out thorough checks, going beyond our duties to ensure fairness and transparency. This is exactly what we did in your case.

As we explained, investigations follow technical timelines that are beyond our control and require detailed verification. As soon as the investigation was concluded, we proceeded with a full refund.

We hope we have provided all the necessary information and remain at your complete disposal for any further clarifications.

Kind regards,
Vistaexpert Customer Care Team