Apollo-Optik Reviews 2,773

Great customer service I've experienced! Thank you 🙏🏼

Date of experience: May 07, 2025

Had an absolutely bad experience in this shop filial in Marzahn, super rude and unfriendly, no patience and arrogant, truly don’t recommend, they customer service is horrible! Disappointing 😔

Date of experience: March 24, 2025

They did not have Out of Stock listed on their website for a specific product. I paid for 2 day shipping and waited a week. I left a VM that wasn't returned but they did reply to my email, saying it was out of stock and thus my order was cancelled. The fact that they didn't even let me know until I personally called and emailed is unacceptable. Now I may not get roof bars in time for a camping trip. Wish I had never heard of these fools.

Date of experience: August 20, 2024

I have been a loyal customer to Apollo optik since 2013. This was my 4th purchase with them but first at this branch in Berlin Spandau Arcaden. So I bought 2 sunglasses for 300€, initially they were kind and helpful. But when I went to pick up, all I asked for was, is a etui provided with the glasses? She went and asked the manager and they said they didn't have the etui for the frame sizes of my sunglasses. I just gave a suggestion to provide etui also for bigger sized frames. Then started the weird reactions and faces from the lady at the shop. So I even bought 2 etuis for that, which cost me further 10€ (with a discount of 2€, and I am thankful to the manager for it) and I was willing to do that- but had to face humiliation and the annoyance shown by the sales lady, who didn't even try to help me with that. They don't take any suggestions or respond kindly. I wasn't asking anything for free nor did I ask for any discount. All I gave was a suggestion and expected kind service. The staff lacks basic empathy and kindness to provide service to customers.

Ich bin seit 2013 ein treuer Kunde bei Apollo optik. Dies war mein 4. Kauf bei ihnen, aber der erste in dieser Filiale in Berlin Spandau Arkaden. Ich habe also 2 Sonnenbrillen für 300€ gekauft, anfangs waren sie freundlich und hilfsbereit. Aber als ich sie abholen wollte, fragte ich nur, ob ein Etui mit der Brille mitgeliefert wird. Sie ging hin und fragte den Manager, und der sagte, sie hätten kein Etui für die Gestellgrößen meiner Sonnenbrille. Ich schlug lediglich vor, auch für größere Brillengestelle ein Etui zu besorgen. Dann begannen die seltsamen Reaktionen und Gesichter der Dame im Laden. Also kaufte ich sogar 2 Etuis dafür, was mich weitere 10€ kostete (mit einem Rabatt von 2€, und ich bin dem Manager dafür dankbar), und ich war bereit, das zu tun - musste aber die Demütigung und die Verärgerung der Verkäuferin ertragen, die nicht einmal versuchte, mir dabei zu helfen. Sie nehmen keine Vorschläge an und reagieren nicht freundlich. Ich habe weder etwas umsonst verlangt noch um einen Rabatt gebeten. Ich habe lediglich eine Anregung gegeben und einen freundlichen Service erwartet. Dem Personal fehlt es an grundlegendem Einfühlungsvermögen und Freundlichkeit, um Kunden zu bedienen.

Date of experience: August 06, 2024

Absolutely disgraceful mess of a company.
First: ordered lenses that weren't delivered for weeks after they were supposed to. Wasn't informed of this until long after ordering.
Second, and far more frustrating: have spent literally HOURS going on a period of OVER A MONTH now, with them giving me wrong info (claiming a delivery would go to my new address - it didn't), then making repeated claims for payments PLUS adding fines, despite me spending vast amounts of time repeatedly emailing and on online chat. Most of my emails are simply ignored, or I receive a generic reply that makes it clear they didn't even read it.
Every time they confirm "oh yes we made a mistake we have your payment", that never gets passed to a colleague. So I get another fine/bill... Absolutely ludicrous beyond belief.
Please, save yourself the stress and choose another provider!

Date of experience: February 07, 2024

TERRIBLE & IRRESPONSIBLE SERVICES
I came to Apollo store at Georgstraße 22, 30159 Hannover to get the eye test and buy a new pair of lenses. But at first, the staff did not do the eye test appropriately, resulting in a wrong result that made my eye sufffer for 2 weeks (the level of nearsightedness and astigmatism that they concluded was too high for me).
I made several complaints until they agreed to do the second eye test for me, which led to a different result of my eye power. Of course they needed to make a second pair of lenses for me. But when they fitted the new lenses to my frame, they broke the frame!
No apology for their series of mistakes and no proper solutions offered. I sent a complaint email to them but so far after a week no response at all.
My first time I came to this store was back in November 2023. Now is mid January 2024, which means my problems have been not resolved for nearly two months! I cannot believe such a big company can do business in such an irresponsbile manner!
(Order number: 566738 and 567380)

Date of experience: November 28, 2023

Apollo provides good prices so it's attractive. The first time I ordered my lenses I asked for an update after more than a week and received a rude response that I can't contact them until 10 days from the order have passed. Then when I received my lenses about two weeks after ordering, 3 of the lenses broke on the first day of usage. I have been using contact lenses for 20 years and know how to look after them. Customer service ignored my message when I asked for solutions. Stupid me, I ordered again. After ten days I asked for an update and they tell me my order was undeliverable and they will have to ship it again once they receive it back(DHL tracking indicates the package didn't meet the conditions needed for it to be delivered, no clue what it means). I wasn't happy about that so I asked for either a discount or a full refund. They replied my refund will be processed after they received the item. Since I haven't received anything I found it very unfair that they hold onto my payment due to their own incompetency or alternatively due to DHL incompetency. I checked the terms and conditions and section 8 indicates I'm eligible for immediate refund. I communicated to support but they just repeatedly insisted it's only possible to reimburse me once they receive the item. Also refused to provide means to send formal complain. I will ask my bank to process a reverse payment bc this is ridiculous.

Date of experience: October 13, 2023

I lost my insured glasses with I brought more than one year ago. First time it was a nice experience and this time very unfriendly. Never again. Not recommend at all.

Date of experience: October 05, 2023

Such bad service I never received after 15 years in Germany

Date of experience: July 31, 2023

I ordered two glasses. Then delivery was returned by DHL to apollo before even it reaches to me. And then I contacted Apollo about this, they said they can ship it again so I gave them my address. It has been weeks since I ordered, and still no updates or glasses, and my money is still charged.

Date of experience: June 20, 2023

We bought a sunglasses for my baby online, they cancelled after one week by saying that out of stock however the same glasses are sold in store 4 times more expensive and exist there!!!

First you sell the product after 1 week - you cannot say out of stock or you should try to help.
Customer service did not do anything as well.
Never buy again😡

Date of experience: May 25, 2023

One of the stem of my glasses which I bought in their online shop broke and I contacted them via their kundenservicecenter email address to ask if I could get it fixed in the shop they have in Ehrenfeld - Cologne. They replied that they forwarded the email to the shop. The shop never replied to the email but I went personally and they told me they can’t help because I bought the glasses online. I wrote to their kundenservicecenter email address again on the 6th of March to explain this and they replied that they forwarded the email to the customer service for online orders. They got back to me saying that I should contact a shop to get the glasses checked. The shop doesn’t want to take responsibility and the online service neither.

Date of experience: March 17, 2023

Really, please just stop. You clearly cannot manage this business.
You advertise delivery time of 3-8 days, for contacts you say it will be calculated when I put my numbers in. It said 5-8 days. I waited more, I wrote emails. In the last email it said I must wait for another month. For a contacts user it's just not how it works.
What you are doing is called false advertise and unfair competition and IMO that should be prosecuted, but we're in Germany, so you're kinda lucky customers are not protected at all here and you can do just fine with your copy-paste standard replies.
BTW your competitors delivered me my contacts next day.

Date of experience: August 30, 2022

I had a terrible experience with Apollo Optik online shop. Everything which could go wrong did go wrong, and their customer service is abysmal. A short recollection of events:
1. To start, the online order was not going through as their site is badly performing. In the end they booked it twice and charged me twice. I immediately asked to cancel one of the two orders, which they did.
2. They promised delivery in 2-3 days (customary in Germany for contact lenses) and only after 15 days and several reminders and phone calls to their customer service did the order arrive. It was delivered to the post office without notice to me. I only found out by chance.
3. Meanwhile I had ordered my contact lenses, which I needed urgently, from another much more reliable supplier for the same or lower price and for the usual 2-day delivery time. So I sent an email to Apollo asking to immediately cancel my order (which had not been delivered yet) as their disservice was unacceptable. They ignored my email. Often the emails I sent to their official customer service email address are bounced back as “undeliverable”, which is another embarrassing and unacceptable thing.
3. The order was finally picked up by a trusted person I had sent to the post office in my absence, as it had been delivered there without even informing me, and I had to travel during that week. When I came back and opened the parcel I also found out that one of the two packages of contact lenses was totally wrong! The specifications I had given were not met (they delivered lenses for myopia while I had ordered multifocals).
4. I then went to a branch of their shop in a big shopping mall in Frankfurt, as they advised this as “the simplest way to return goods”. The shop took the items back but did not tell me how to proceed further. I sent an email to the Apollo online customer service to leave a written record of this, but again received an “undeliverable” message (I had checked the email addresses several times online to make sure they were correct).
5. After one week I had not received any confirmation or reimbursement. I therefore called again their customer service and someone told me they would write an email. Nothing happened.
6. After a few more days I called again and a lady told me she had to look into the case and would call me back. Incredibly she did call back after 10 minutes and said that the person at the “headquarters” said someone had forgotten to book my return in the system (!) and that he would do this now and then book back the money to my credit card. Nothing happened once again. I am still waiting. The whole story is now one month old.

I wrote another email this evening, and I am going to call again tomorrow, plus am planning to go to the consumers’ association for advice. It takes an enormous amount of energy and time to deal with them, and their (non) response is just outrageous. I could not believe they are even allowed to behave like this in a country like Germany, which is known to protect consumers’ rights better than many others.
My advice: stay away from them at all costs, give as many truthful reviews as you can on all websites platforms you can think of. They deserve to go out of business as soon as possible, as the lack of professionalism and simply of ethic is mind-boggling. Someone said they are scammers, and yes, they are.

Date of experience: December 07, 2020

They are simple scammers. It has been over a week that I ordered my lenses and it was indicated a delivery 2-3 days... I have not even received an email of my order was shipped out. Now I call their customer service and they are like "yes we have yet not finalized your order on our side". This is an irresponsible behavior. I do not think one can trust them either....

Date of experience: September 29, 2020

super fast delivery & was informed about all steps of order process along the way (incl. a thank you mail upon delivery of parcel). really good customer experience so far

Date of experience: September 16, 2020

On 18.01, Saturday,I went to Frankfurt to give my glasses and get my money back. Was waiting for glasses 6 weeks, after all it turned out they are not proper. The vision was yellowish and blurred..
Before, I read carefully information on the website:

“ZUFRIEDENHEITS-GARANTIE
100 % zufrieden oder Geld zurück! Apollo bietet Ihnen mit der Zufriedenheitsgarantie entspannt risikofreie Einkaufsmöglichkeiten. Sie sollen sich schließlich mit Ihrer Sehlösung durch und durch wohlfühlen. Damit das dauerhaft der Fall ist, können Sie bei Apollo Ihre Brillen innerhalb der ersten 6 Monate nach dem Kauf zurückgeben, und Apollo erstattet Ihnen in diesem Fall ohne Wenn und Aber ganz unkompliziert Ihr Geld zurück.“

I was disappointed when the employee informed me that she cannot do this and asked me to come back on Tuesday because her superior is not in. I opened the website and showed her the information provided officially. “Unkompliziert” in this situation sounded strange. I was asked to dedicate again my working time- to come to Apollo. I tried to insist on getting any assistance, solution, and the guaranteed service but the employee was completely helpless. She called her boss few times and left the voice mail to contact the filiale immediately. I couldn’t believe in this circus. I asked for nothing more than you guearantee! I was refused to get my money back this day. I plan to come back in few days..

I strongly believe, that behind the numbers, good advertisement, and professional website, the customer satisfaction and ZUFRIEDENHEITS”, kindness and proper experts’ help, is the key to the success.

Starting from terrible customer service and helpless staff, through not proper eyes’ examination to organizational mess with absolute no back- up solution, from my subjective experience, I have the feeling that Apollo has a lot of things to improve..

Date of experience: January 24, 2020

Date of experience: September 24, 2019