3,579 reviews
AI reviews summary
Feedback for Bailey Nelson is overwhelmingly positive, with users frequently highlighting the high standard of clinical care and customer service across various Australian locations. Optometrists are praised for their thoroughness and ability to detect serious eye conditions, while retail staff are noted for providing honest, non-pushy styling advice. While the vast majority of experiences are seamless, a small segment of users has reported issues regarding prescription accuracy and administrative errors during the collection process.
Pros
- Exceptional Staff Engagement: Retail and clinical teams are consistently described as friendly, professional, and genuinely helpful, often going "above and beyond" for repairs and styling.
- Thorough Clinical Examinations: Optometrists receive high praise for their detailed eye tests, clear explanations of results, and proactive referrals for urgent medical issues.
- Fast Turnaround Times: Many users reported receiving their custom prescription glasses within 4 to 7 days, which exceeded their expectations for speed.
- Stylish and Affordable Range: The selection of frames is frequently complimented for being trendy and fashionable while remaining competitively priced compared to other major retailers.
Cons
- Prescription and Order Errors: Multiple reviewers experienced issues with incorrect lens prescriptions or receiving the wrong frames, sometimes requiring several return visits to rectify.
- Collection and Communication Lapses: There are recurring reports of users being notified that glasses were ready for collection, only to find they were not in-store or were still being processed upon arrival.
- Quality and Durability Concerns: A small number of users noted that frames felt less durable than expected or that finishes (such as gold plating) wore off prematurely.
- Website and Online Limitations: Long-term customers expressed frustration over the removal of search filters (like size) on the website, making the online shopping experience more difficult.
Verdict
Bailey Nelson is highly recommended for those seeking a personalised, boutique-style optometry experience with a strong focus on clinical expertise and fashionable frames. While the service is generally excellent, customers should double-check their prescriptions and confirm order status via phone before heading in for collection to avoid potential administrative delays.
I just recently found I needed glasses and was dreading going to find some as I’ve never worn them in my life. I went to every store in Marion and Bailey Nelson, more specifically Bruce made the whole experience carefree and enjoyable from the get go. It was the only store with a welcoming hello, the only store that offered me multiple frames to… Read more
try, without pressuring me into a pair. Whilst simultaneously going over the pros and cons of each.
I want to acknowledge Bruce’s customer service, as he made something I had been putting off for a while, a truly comfortable and easy going experience. I don’t feel I would have made a decision that day if it weren’t for his attentiveness, attitude and ability to find exactly what worked for me. You’ve got an amazing employee and he is an asset to your company.
Thankyou again Bruce, I love the glasses and couldn’t be happier!
Dylan.
Everything was really easy. Allan (I think?) was excellent to deal with. I also saw him dealing with some upset customers, which he seemed to handle expertly. Helpful when needed, not in your face when you didn’t need him. Really great operator. Show details
Really happy with the service provided, the positive energy by both people who assessed and assisted me to get new glasses. Everything associated with the cost was explained, discussed and options provided. Glasses arrived by post today and I'm very happy. Thank you. Show details
Reviews with attachments
⭐⭐⭐⭐⭐ Outstanding Customer Service – Tina & Eden Went Above and Beyond! I rarely leave reviews, but this experience absolutely deserves recognition. From the moment I walked in, Tina delivered exceptional customer service. She was professional, attentive, and genuinely invested in making sure everything was handled smoothly. Her product… Read more
knowledge, patience, and warm approach made the entire experience seamless and stress-free. You can tell she truly cares about customers — it wasn’t just service, it was hospitality.
A special mention as well to Eden, who assisted me over the phone. Even without face-to-face interaction, Eden was incredibly kind, efficient, and proactive. She communicated clearly, followed up promptly, and ensured everything was organised perfectly before I arrived. That level of coordination and care is rare.
What stood out most was the teamwork and genuine commitment to customer satisfaction. No rushing, no dismissiveness — just thoughtful, professional service delivered with warmth and expertise.
Tina and Eden are absolute assets to the business. If this is the standard of service here, they’ve set the bar extremely high.
Highly recommended — I’ll definitely be returning.
Tore was good. Range if products were good. Can't seem to see my screen when I lean back in my chair. See video.
I bought a pair of Bailey Nelson gold aviator frames for optical lenses, loved the design but the quality was below poor. Within 18 months the Gold had scratched off the frames (I take good care of my glasses) and I was told the best they could offer was for me to purchase another frame at wholesale price. Meaning I still had to fork out $178 I… Read more
don't feel I should had to pay any money for a frame that should last longer than 18 months - when taking good care of.
It was clear that I took good care of the frames as there's no scratches on the (very expensive) lenses due to my personal script. So all up a waste of $700.
i got my new vision from Bailey Nelson – I'm fall in love with my new glass...high recommend...superb services with a lot of information and explanation about my eyes problem when check up and scan eyes here... Show reply
All the girls in the state building store were amazing soooo sooo great with kids
If I could give Zero stars I would. I am a monthly contact person, so every 6 months I order lenses. the last 3 orders: - Txt received to go pickup to Store A - arrive at Store A to be told they are at Store B - Txt received to go pick up at Store B - even though I said Store A in my order - Go to Store B - sorry they are at Store A which is… Read more
now closed resulting in a 40km round trip twice
- Thought I would order online and get them delivered to my house. They advised in their email they would send a tracking number. Find a DHL "we missed you" on my doorstep because not only had they NOT sent the tracking number or let me know it was dispatched, they made it Signature only - so I had to be there to sign for a package that I didnt even know was coming!!!
Customer service says they dont have a way to notify you with your tracking when its dispatched. Thats funny - IT LITERALLY SAYS SO ON THE CONFIRMATION EMAIL
if it wasnt for the store service I would stop using them. Pathetic.
Superior service at the Frankston store, Excellent selection available, also highly competitive prices and quick turnaround service. Highly recommended Show details
Me encantan los modelos de lentes. Esta vez compré dos armazones muy lindos. Y tengo que decir que la atención de Cri es fantástica. Siempre amable, atento a los detalles y preocupado por hacer sentir cómodo al cliente. Show details
The best glasses I have ever owned! Not only is the design so so cool, but the lenses are giving me a far better seeing experience than my previous many pairs of glasses. First Bailey Nelson pair but definitely not the last. Also the girls at the Freo store were so helpful and lovely.
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I was served so fast and my glasses are amazing. Thank you thank you
I had a very positive experience with Daniel Wong during my recent eye examination. He was professional, patient, and very thorough throughout the appointment. He explained everything clearly, answered all my questions, and made me feel reassured during the process. I really appreciated his attention to detail and genuine care. Highly recommended for anyone looking for a knowledgeable and approachable optometrist.
Great service from the north lakes staff! Everyone was so friendly and helpful! Would definitely recommend to family and friends Show details
Very happy with the product / also service (Broadway shopping centre ) is great 10/10 - thank you Show details
I recently visited Bailey Nelson for an eye test and a new pair of glasses, and I had a great experience. Everything was smooth and prompt from start to finish. The team was professional and efficient, and before I knew it, my new specs were ready in just 6 days. Very happy with the service—highly recommend! Show details
I just brought my second pair of multifocal prescription glasses from Bailey Nelson. Great service, fantastic prices/value and great range of frames. The optical assistants are always professional, friendly and helpful and give an honest opinion on what styles suit you best. Leanne was a stand-out at my last visit, being very empathetic about a… Read more
migraine I had coming on and even offered me a dark room to wait until my eye test. Talk about going the extra mile! The optometrist was also excellent, picking up two eye conditions I had developed and able to recommend remedies for relief and prevention. I will defiantly be a returning customer and can highly recommend Bailey Nelson for all you eyewear needs. I wouldn't go anywhere else now. Thanks to all the BN team! And I love my new Oxblood coloured glasses!
Latest follow-ups
I went to 7 glasses stores in a day, determined to find really awesome glasses. I ended up back here. The lady there was the best (with great style) & helped me choose. They have a great range too, not all boring stuff. Will definitely be back next year! Show details
Follow-up · A month later and still loving my glasses. I just wish the staff checked the fit of my glasses when I picked them up as I had to bring them back to be adjusted (It was my first time buying glasses so I didn't know it was a thing). Still happy!
Bailey Nelson Bondi Junction are friendly, efficient and fast! Brad provided great technical advice and offered fashion clues. He made my choice easy by helping me to narrow it down to just a couple of frames. The spectacles were made very quickly… Read more
and Ella was there to deliver these while ensuring I was comfortable with the outcome. The icing on the cake was my health fund paid for most of it.
Follow-up · Very happy with my specs. Will use Bailey Nelson Bondi Junction again.
Kia and her team at Burleigh Heads were very helpful and genuine with her customer support helping me with my new glasses prescription and organising new lens’s when I had problems after receiving my new glasses. friendly, reliable and helpful. Show details
Follow-up · Always walking away from the business satisfied
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In-depth reviews
I had been a loyal Bailey Nelson customer for years and had previously never had issues getting prescription glasses made using my Specsavers prescription. Unfortunately, my recent experience with the South Yarra store completely changed that. Last month, I brought in my own Gentle Monster frames and specifically asked whether they had experience… Read more
fitting this brand before proceeding. I was assured they did.
What followed was more than a month of repeated errors. The first pair had the wrong prescription entirely. The second remake arrived tinted despite me never requesting tinting, and the prescription was still incorrect. I was then later informed that the newest lenses had been cut incorrectly and were too large for the frames.
After three failed attempts, multiple trips back and forth to the store, and weeks of waiting between remakes, I ultimately gave up and accepted a refund because I had completely lost confidence in their ability to correctly produce the lenses.
What I found most frustrating was not that mistakes happened — errors can occur — but the sheer number of consecutive errors on the same order, for the same customer, with no clear explanation as to how so many things could repeatedly go wrong.
Extremely disappointing and frustrating experience from a company I had trusted for years.
I took my son in for an impromptu eye test at the Bailey Nelson Eastland (VIC) store after he mentioned since school went back he'd been having difficulty seeing the notes on the board properly. They were able to fit him in pretty much straight away, and it turned out he has mild shortsightedness with some astigmatism. As his eyes are still… Read more
developing, the optician recommended bifocals to minimise further deterioration before he reaches adulthood. After his testing was complete, the staff member who helped him pick out glasses was really kind and helpful. The same staff member remembered my son when we came in to pick them up, made sure they fit comfortably and showed him how to use the foldable case. The whole experience was positive for him and what could have been daunting for a young kid was the total opposite. He loves his new glasses and couldn't wait to show them to his friends at school. He's also super excited to wear them in his school photo this year! So grateful for how gently and kindly this team handled the whole process.
Upon entering the store I was welcomed with big smiles and friendly staff, I was taken back with the optometrist and went through comprehensive testing, after my eye test the optometrist took me out to where all the frames were. I ended up speaking with all staff working that day to decide on new glasses and prescription sunnies, I was really… Read more
happy to find out I could use an optical frame for sunnies. I returned a day later with family to make sure I was happy with my choice of frames and the ordering process for the glasses and sunnies was as simple as booking the eye test itself. I was also given the option of choosing my sunglasses lenses colour to complement the frame. I received a text approximately 10 days later saying they were ready to be picked up. When I went in the frames were adjusted and off I went, I did however go back a couple days later for extra adjustments and I am so happy with the fit, and lenses prescription, style choices and customer service I received. (Also love the case options they're so cute however I would prefer a hard case rather than a pop case)
Recent reviews
BN @ Bondi beach. Very good experience, very friendly and qualified staff. Got all my eye tests done and explained. Very supportive to help me find a great set of new glasses. Very happy, thank you guys!
Easy to find store. Chose a pair of glasses in a short time. Looking forward to picking up my glasses. Best service. Will select Bailey Nelson prescription glasses/ sunglasses in the future too. Show details
I lost my favourite Palmer sunglasses - best sunnies I’ve ever owned .Handmade Quality . I Urgently Needed a new pair . Experienced very Good customer service at the Brookvale store in Sydney, NSW . Quick delivery and fitting . Andrew Show details
The staff is always amazing, very friendly and every encounter and experience I have had thus far has been impeccable! It’s always a pleasure seeing all the regular staff!
Excellent service, entire process was easy from start to finish and highly trained team from eye test to ordering to collection. Very accomodating considering I waited until I had my last pair of contacts (100% my fault) and they fast tracked my new set which I wasn’t expecting and received so quickly! Highly recommend! Show details
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