Name: Optical Express
Rating: 4.68

“Some time ago my wife and I visited Optical Express for a consultation, my wife was told that it was in her best interest to have ocular implants, this was priced at £6000. Over the next week we compared the prices from their competitors and found quite a significant difference, in some cases the same surgery was as low as £4000. We were contacted by the Optical Express sales team who I told of my recent searches and price comparisons. The sales rep told me the reason Optical Express were more expensive was that their service included a lifetime guarantee that regardless of how many times it is needed or what ever is required there would “ never ever be any additional cost” . This was the selling point for me so I got the credit card out and paid. My wife has recently had some visibility problems so we contacted Optical Express and were told that such contracts were no longer issued and previous contracts were void. I contacted their head office to make my complaint known and were assured that they would honour the contract and would get their local clinic to contact us with an appointment, after three weeks passing and not hearing anything I contacted their head office I was informed that as they only kept telephone recordings for two week .. ( in this age of computer technology I’m very doubtful). They had no record of the call and were not prepared to give further treatment free of charge. This is an edited version of this issue as I don’t want to bore you. The punchline is .. DON’T USE OPTICAL EXPRESS.”

Helpful Report

Posted 3 years ago

“Do not use this company unless you are planning to go blind. I went there as I notice sudden vision changes in my left eye and they used their iScan top of the world £400 Million technology machine on my eye and they said my eye is healthy and nothing is wrong with it apart from my sight was going bad and I need a glasses. Which is far from true I was suffering from detaching retina which would made me go blind. Good that I had common sense and followed my gut feeling that this didn’t sound right, your eyesight doesn’t deteriorate suddenly it takes time. So, I took my self to Moorfiled hospital and guess what I was on the surgery the next morning and they managed to save my sight. I contact optical express after my surgery to make them aware that they misdiagnosed me and that they should investigate this to avoid this happening to others. After 11.5 weeks and chasing them they finally told me that they are not going to do anything about this. I am not the one to write these types of review, but my ethic won’t allow me to let this go either. So, If I were you I would think twice contacting optical express.”

Helpful Report

Posted 3 years ago

“I would choose 0star if I could. Do not use this company unless you are planning to go blind. I went there as I notice sudden vision changes in my left eye and they used their iScan top of the world £400 Million technology machine on my eye and they said my eye is healthy and nothing is wrong with it apart from my sight was going bad and I need a glasses. Which is far from true I was suffering from detaching retina which would made me go blind. Good that I had common sense and followed my gut feeling that this didn’t sound right, your eyesight doesn’t deteriorate suddenly it takes time. So, I took my self to Moorfiled hospital and guess what I was on the surgery the next morning and they managed to save my sight. I contact optical express after my surgery to make them aware that they misdiagnosed me and that they should investigate this to avoid this happening to others. After 11.5 weeks and chasing them they finally told me that they are not going to do anything about this. I am not the one to write these types of review, but my ethic won’t allow me to let this go either. So, If I were you I would think twice contacting optical express.”

Helpful Report

Posted 3 years ago

“Staff dont half a clue, Never got lenses on time Never. Eye test was wrong causing damage, prescription wrong due to unacceptable eye test ,staff very arrogant when confronted regarding lack of interest in their job, i dont know how 9/10 are still employey”

Helpful Report

Posted 3 years ago

“Terrible Terrible never met so many incompetent staff throughout 4 stores , even customer services”

Helpful Report

Posted 3 years ago

“OE really can't decide which policy to follow it has become apparent after speaking to many people who have had laser eye treatment a lot suffer with ongoing affects for months some even needing tinted glasses. My procedure I was entrapped into due to underhanded tactics and it went wrong, they have since defended there 1-2 day recovery time but also saying 12 weeks in other statements. They failed to legally comply with ROA within time frame and blamed poor Karen in customer service for the oversight, I thought at least she can see clearly unlike many of Optical Express's victims of laser eye surgery. They have not followed there own rules broken commitments, let me undergo surgery without fully completing all paperwork and still say I'm not getting g my money back as they are in the right, they have ruined the last 3 months of my life and sight still not sorted and I know of multiple people with same issues. I fully intend to take them to court now as I need to go else were in hope to have my vision sorted by a ethical firm, I would not advise anyone get laser eye surgery from them they have good optical glasses reviews which hide the laser eye reviews. I expect these to appear on a well known consumer program later this year and you will see how they unethical entrap you into taking surgery and it will help a lot of you guys claim your money back if you have had issues. Using Optical Express has been the worst mistake I ever made just like many others as I have learned, I can only hope they are sevearly fined and closed down.”

Helpful Report

Posted 3 years ago

“I went for the consultation Meadow Hall Sheffield and I got told I could have the ilasik which is quick recovery. They were quite pushy to get payment off me too like no thinking time but to be fair I was really up for it but just make sure you are aware of this. I knew I would only proceed if I could have this option as the other Lasek is long recovery and more invasive not worth it for me. Today I turned up for the surgery, been nervous all day as well as excited for results to then find that when I saw the eye surgeon I cannot have this laser on my left eye at all and would need Lasek but I could still go ahead. Why on earth would I go ahead, the second option needs a lot more planning in place, you can’t drive for 2 weeks for a start off never mind look after my little boy while I eye would be throbbing for 2 weeks! Absolute waste of my time and now got to also wait 28 days for my refund! Clearly got sold the dream at the consultation. DO NOT USE”

Helpful Report

Posted 3 years ago

“I went for a consultation at Harley Street which was very positive and was quoted by the optician & sales consultant a price of £2,999, as my requirements were straightforwad. I was then offered a referral discount of £300, and put down a despoit of £500 there and then as I was thrilled. When I got home to review the info pack I was given there was no written quote in the paperwork, I then received a call to collect £1000 more than the agreed price for a surgery I hadn't agreed to (iDesign, which was never in original agreement). I mentioned my discussions with both the optician & sales consultant Giorgy to the Harley Street manager who heavily implied I was lying and that I was trying to get a discount. "You're never going it at that price. We can't do that" - so why offer me that in the consultation? I asked for a refund of my deposit. I then received another call implying I was lying and that I should pay the revised price if I want the service or go on a payment plan I cannot afford. I asked again for a refund. I receive ANOTHER call from a staff member saying that the sales consultant never made any note of the quotation price, which sounds strange as I saw the optician write it down and point to it in the consultation office and then Giorgy fill out paperwork of his own. It sounds like somewhere along the line they just decided to renege on the quote and hope I'd pay. I do not appreciate being called a liar and whether it was disorganisation, miscommunication or a conscious effort to force me to pay an extra £1000 are not reasons to be treated like I'm trying to scam them. Avoid. As far as I'm conscerned they are crooks.”

Helpful Report

Posted 3 years ago

“Where are the contact lenses I ordered 2 2 weeks ago? I ordered contact lenses 2 weeks ago via “special delivery” I didn’t realise “special delivery” was code for no delivery. I haven’t been notified of any issues with my order so am clueless as to where they are.”

Helpful Report

Posted 3 years ago

“Placed the order Monday. It’s Friday and no delivery! Sent 2 emails and called with no reply or communication- terrible service”

Helpful Report

Posted 3 years ago

“Optical Express all of a sudden stopped delivering my contact lenses. It turned out I needed a sight test that I have never been informed of. When I had my lenses appointment just 3 months ago, no one ever mentioned I needed another test. Even though they put my lenses on hold they still kept charging me for them! Lack of communication and care for the patient, so do not rely on the service.”

Helpful Report

Posted 3 years ago

“Horrible treatment in Dudley!”

Helpful Report

Posted 3 years ago

“I been in Dudley last week and after they saw me and said that I am not suitable for any kind of operation I was treated bad by the optometrist who attended me. If at the beginning they told me that the consultation is taking like 2 hours ( checks, drops etc) after nearly 30 minutes of waiting after 3 scans to my eyes the receptionist come and ask me if I will be suitable for any operation do I have the finance to pay? After that moment they almost kicked me out of the clinic because I was not presenting any interest for their types of operation. When I came back again for more clarification because I was uncertain about my diagnostic , the optometrist almost started to shout at me making me feel like a stupid person who did not understood her "explanation" offered by her before. Unprofessional and disappointing.”

Helpful Report

Posted 3 years ago

“I had laser eye treatment at the Newcastle optical express premises. I have been putting drops in and following the aftercare plan per instruction of the optometrist. My eyes however are far from 20/20 vision, I find it difficult to focus them now after surgery. They are constantly bloodshot, they feel scratchy constantly almost like someone has threw a handful of sand in my eyes type of feeling. I have asked for follow up appointments but they have all been cancelled so far due to the coronavirus. I would not recommend anyone having laser eye treatment at all, if I could turn back time I would just have treated myself to some new glasses as atleast I could see and focus properly with my glasses or before I had my eyes wrecked with laser eye treatment. I feel very let down by optical express currently, pre surgery nobody informed me that every day I would need to use eye drops, use hot compresses on my eyes, take double doses of omega 3 fish oil ( to help lubricate my eyes apparently), do eye exercises...... etc the list goes on. I was advised to do all these things by a member of staff from the Manchester branch when someone called me from that branch after yet another post surgery appointment was cancelled. I want a refund. I wish my eyes were as they were pre surgery with no pain, discomfort, dryness and they would focus correctly. Darren Walker.”

Helpful Report

Posted 3 years ago

“I visited Optical Express, in Leeds, on 13th March 2020. I opted for laser surgery on 16th April and paid £500 deposit. On Monday, as the Covid 19 situation was escalating I started to feel anxious and carefully read the information in the file provided but there was nothing included about cancellation or postponing. I sent this email on Wednesday 18thMarch. I'd love to have laser treatment in the future and was looking forward to the procedure. However, in the current climate I believe it is not safe or ethical to go ahead with surgery. In addition taking out finance is too risky right now as I can't predict what my financial situation will be in a the next year. I would like to postpone and thus to have the £500 deposit returned. Please can someone from the Leeds Office call me either this evening or tomorrow evening to ensure that this can happen. Unfortunately , no response. I didn’t hear anything from the Leeds office contact who assured me she would be in touch on 19th March to discuss finance options. Finally I contacted via chat function on Thursday 19th March and was assured that someone from finance dept would phone me on Friday 20th or Monday at the latest. No-one phoned. I was finally contacted via blanket email on 24th March to say my treatment was postponed. I asked about the £500 deposit, stating that due to the unprecedented circumstances and the fact that part of my income is now lost to advise with regards to the £500 deposit paid. In response I was informed that the finance team have had to close in line with government directive and ‘we are unable to do anything’. I’m sorry but I can’t believe this. Surely money can be transferred via secure systems electronically. I’m sure finance people are working from home, as I am. I am very, very disappointed and to be honest I won’t want to rearrange treatment with a company that a) doesn’t do what it says it will do b) states that it is unable to do anything when I am trying hard to do everything I can to support my clients from home. Feeling very let down and worried. The staff in the Leeds office seemed lovely and friendly but the company has left a very sour taste.”

Helpful Report

Posted 4 years ago

“They cancelled my surgery on the day and I'm still waiting for my refund! Had my consultation at Leamington Spa, Bedford St on 04/02/2020 The optometrist basically faked my results (to get a go ahead) so they could proceed in taking my £1000 deposit and signing me up for finance (**to date, still not had my deposit back or my finance cancelled) So I was "qualified" to go ahead they scheduled my surgery for 5th of March 2020 at Birmingham Temple Street to have Lasek idesign on both of my eyes for £5590.. . I put down £1000 for the deposit and the rest would be paid with finance. My surgeon discussion via phone was brief With Dr Luca Antico just told me the basics. The day of the surgery comes. After the pre surgery tests were completed, I was then walked into see Dr Luca Antico. He in short basically said the results at my pre- consultation did not match the results they had taken today and that my eyes were not suitable and I could not continue and would get a 100% refund. I was told I’d receive a phone call the next day but I heard nothing.... so I phoned them instead I eventually was passed on to Kelly McAlear (Sales Manager) Again in short said I would get a 100% refund because it was them who cancelled. Still waiting... So Sent emails to Kelly McAlear and customer services for a update regarding my £1000 deposit refund and the £4590 finance that still needs to be cancelled! It's now 13/03/2020 and again still waiting for a response.. Customer service is shocking. No refund receipt and no proof they have cancelled the finance. They are illegally holding on to my £1000 deposit. I'm currently receiving/seeking legal advice and preparing to go to small claims court Please avoid this Company at all costs! I will update this review and change my opinions if optical express refund me what I'm owed and cancel my finance. Antony Burton.”

Helpful Report

Posted 4 years ago

“March 2020 If you are reading these reviews and considering surgery, like I did, then please note - There are thousands of other people in hidden social media groups all supporting each other after catastrophic vision correction surgery, most that I have now seen were with Optical Express. If had seen those reviews I would never have taken the risk but it speaks volumes about this organisation that makes these people feel that they need to hide their groups. Most of them paid thousands of pounds to destroy their lives by taking away vision they took for granted until it was gone ! You think, because they wear white coats and look important, that you are dealing with Doctors like you would in the NHS only you're not. If it goes wrong in the NHS they are there to fix it. The measure of a business is what they do to help when it all goes wrong, never was this more true. I went in to Optical Express because my near sight was deteriorating with age and I struggle with glasses, I was prepared to pay to fix that and after my initial consultation was told that Natural Lens Replacement surgery would give me that near sight back, nothing about specific complications with this procedure in so many other 'customers' only a general disclaimer as you'd get having a knee op in the NHS, despite so many people suffering from the same problems. I do now have some near sight, a 3 inch deep range so close to my face I have to hover my chin over the mouse-pad of my laptop to see the screen clearly. However, I have now completely lost my intermediate vision and my distance is much worse tan it was before the op. And that's ignoring the numerous other hugely difficult complications I have with my eyes after surgery, or as Optical Express put it, outcomes ! The big problem with losing your intermediate sight is that it's possible to wear glasses to correct the near vision issue I had, there is no solution for the loss of intermediate vision ! Optical Express have no solutions to offer me except ONE contact lens in ONE eye to make my eyes see different things and give me permanently slightly blurred vision throughout my entire range, yes really, or more surgery to change the varifocal lenses they chose to put in for me for monofocal lenses that I can choose to be for near or distance vision, and permanent glasses to see the other !! I went in with a 4/10 problem - I now have a 9/10 problem that cost me £6000 and can never be fixed and Optical Express refuse to accept that's not what I purchased as they say I just purchased a surgical procedure, not vision. That statement in itself says everything. Jan 2020 My case is likely to result in legal action and I have been advised not to go into detail in any review. I am so shocked at my experience with these people that I feel it necessary to post a warning to potential new customers of Optical Express to consider the consequences if you are fitted with the incorrect replacement lenses and the catastrophic effect this will have on your lives and livelihoods. I cannot stress the negative effect it will have on you and your family if your surgery does not turn out as sold. Optical Express will state that, regardless of the outcome, what you are paying for is the actual procedure and will offer very little by way of solutions if it goes wrong. Apparently you are not buying new eyesight, just a half hour surgical procedure. I will return to this review and add detail at such time I am advised it is appropriate to do so but, in the meantime, if you're just aggravated by having to wear reading glasses, understand that moving that problem to another area in your focal range will turn your life upside down and you will feel a fool for ignoring all the warning signs throughout the extremely pushy sales process ! At the very least you should record all consultations from the outset and be very clear in your questioning of the sales staff as to what you could and should expect and what will be done if it all goes wrong !”

Helpful Report

Posted 4 years ago

“Following on from my review yesterday, I received a call from OE so if you have issues it is definitely worth involving trading standards as I got a call next day instead of the 20 days quoted (it takes 20 days for OE to carry out all duties it seems) So here I list every issue (mistake/lie I was told) 1 changing banks you can actually do that without attending a clinic - I was told you can only do in store. Found out today from customer services that it can be done via post and this is where all my issues began. 2 They set up an additional direct debit instead of just changing details resulting in double payments. 3 It doesn’t actually take 20 days to issue a refund, they can actually get their finance department to refund for you. I was told by Megan Head of Customer Services that it would be up to 20 days and that there was no one I could speak to other than her. I was only looking for a refund on money they took twice from me from they’re error with the double direct debit (also on an account that was frozen where they had taken payment for 8 months of contact lenses they hadn’t sent to me.) was told today the finance can action refunds quicker so if you are due a refund you can get quicker than 20 days. I had to actually call my bank to sort refund as they had left my account without enough funds for another direct debit, so they didn’t even help me with this either. 4 Megan wasn’t the only person I could of spoken to and she is in fact not head of customer services or the highest person in that department that could of helped me with getting my money back. Today I have cancelled my lenses and don’t hold out much hope for getting all the lenses I paid for that I didn’t get but after speaking to trading standards that holds them in breach of contract and I will be taking further if I do not get the goods I have paid for. In short avoid these cowboys at all costs, they have zero interest in customers and are purely interested in money. Due to the lie I was told regarding changing bank details I was without lenses For months and also had to pay £100 when changing bank details or they wouldn’t send out lenses and still do not know why I have recently been without lenses when I have paid for the past 8 months! Still unclear why nearly £100 when changing banks last year? So I have been without lenses more than with them and I’m sure I have paid more than I should of. When they make several mistakes they will do nothing to compensate you and even though you have over paid they won’t rush to get you your paid for products. PLEASE do yourself a favour and use another opticians!!!”

Helpful Report

Posted 4 years ago

“There should be a minus star option. Had to write a review after experiencing the worst customer service from Megan head of customer services (as she told me on the phone) today. I have been paying for contact lenses without receiving the lenses for around 5 months now. Last week I was promised lenses would be sent and also that my payments would be frozen. I was also told I could collect lenses from a local clinic and would Be contacted to confirm they were in stock, all good so far. Although I didn’t hear back I had to chase that today along with asking why they had taken 2 more payments within days when it was suppose to be frozen. Waited hours whilst she looked into it to be told that they would freeze payments for an extra 2 months, which is no good. Asked for atleast one of the payments to be refunded given they had somehow set up an additional direct debit when I was complaining the week before. Told there was no way that I could get money transferred back today it would take 20 days and why not just freeze payments for more months. Totally unacceptable taking money they aren’t due without supplying any goods in months. Also no concern that that money was for another direct debit and I wouldn’t have enough funds to cover it. There was no genuine concern or apology for my inconvenience. If your looking for decent customer service please avoid this company only looking to take money from you!!!”

Helpful Report

Posted 4 years ago

“I’m not someone who complains but based on the awful experience I have just received I felt I had to leave a review. I’ve used optical express for many years for glasses and contact lenses and always had a great experience the team at Braehead are brilliant. Had a recent issue were I hadn’t received my contact lenses for a good number of months but direct debits were all taken from my account. I went onto live chat to get it all sorted and it’s from there it all went wrong. I was promised new lenses sent but it would be 2 weeks before I get them. Given it was optical expresses mistake I asked to get sooner at a local branch, said it was Braehead but didn’t hear for nearly a week. Chased up today as I wanted to pick up lenses and also to discuss why 2 payments were taken even though I was told my payments would be frozen to make up for paying with no lenses. Took hours for a reply and then told it would take 20 days for a refund. There was a real lack of care or interest that this was all errors made on optical expresses part that I have been out of pocket with no actual service or goods I had paid for. And also double paid for this week, shockingly bad service!!!! Avoid!!! Should be a no stars option to review.”

Helpful Report

Posted 4 years ago


Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 50%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour

Optical Express Reviews