Fielmann Reviews 

Really bad experience with them. Ordered my glasses 12 days ago. And I didn’t receive nothing yet. I had to spend 100 francs more to buy contacts lenses because I needed my glasses to avoid buying lenses. Horrible customer service too.

The service is excellent, I ordered glasses but I was not happy with the lenses and they changed it for me at no extra cost and I got it delivered to my house.

I have been a client of Fielmann for three years and I have always recommended it for its quality product, affordable prices, and wonderful customer service. That was my experience until I decided to try contact lenses for the first time. The first problem was during the measurement appointment: the specialist told me I have lost a lot of vision in two years, and wrote a prescription with almost twice the initial diopters. As he indicated I ordered glasses with that prescription but when I received them and took them home, I realize something was wrong: my vision was blurry when I looked at the computer and I was having headaches. I went back to Fielmann and a specialist from the glasses area, very professional and polite, noticed immediately that my prescription was erroneous. She repeated the test (my vision is not very different from one from two years ago), ordered new glasses and informed the Contact Lenses area. Two days later I was informed that my lenses were ready, therefore I contacted customer service about the issue and I was rapidly notified that it was a mistake and that they had ordered new lenses.
Today I received the notification for the new lenses. I called the Bahnhofstrasse filial to be sure and they told me I could go to get my lenses without an appointment. However, when I arrived, they had both prescriptions, and they were not really aware of the situation. I explained what had happened and the lady was going to give me the lenses without further explanation because nothing was indicated on the file. I told her it was the first time I was using lenses and she told me then that I had to make an appointment. I called before to avoid that kind of situation and suffered it anyway. After some minutes of distress they "solved the situation" (like it was a special attention they were having with me) and a gentleman took me to the fitting area.
I cannot even express how stressful and uncomfortable was the following experience. The gentleman was distant and disengaged, not keeping any conversation with me. He explained me the drill, put on the lenses and tried to check my eyes in the machine without cleaning it first. I told him there were hairs on the contact areas and he just cleaned it with a paper. Then he explained to me how to take of the lenses and stood there for around 8 minutes while I was trying to take them off, repeating that it was easy to do it. Then he got tired and sat away working on his tablet and phone without caring about what I was doing or giving any tips. This "specialist" isolated himself from the problem and made me feel stupid for not been able to do something so delicate for the first time. When I finally managed to extract the lenses, I had to let him know. He then explained how to put them on and told me he was leaving the room for some minutes. I was left alone putting the lenses for the first time. I was still trying in front of the mirror when he came back, one of the lenses flipped away suddenly, and he just said "That is bad" while I was checking all the floor on my knees, he didn't even tried to search for it. Happily I found it on my chest. I just wanted to leave. He finally explained how to clean them, and I asked enough question to obtain all the information I needed. Fast, he started explaining about the next appointment and how we could schedule immediately and the prices, but I definitely didn't want to have any other appointment with him, and I was not even sure I wanted to use lenses anymore. To finishing he said "I hope you are happy now." Happy for what? What do I have to celebrate?

I'm sorry for all the great personnel of the Glasses area that is always welcoming, professional and nice, and might be affected by this comment. I needed to express my disappointment and discomfort. My eyes feel sore and dry due to all the touching which could have been avoided with patience and professionalism. I was not treated as a client, was not respected or cared for. I'm afraid to even try the lenses. That is not the experience I expected to have.