Optical Express Reviews

Name: Optical Express
Rating: 4.67

4.7 Rating 4,217 Reviews

95 %

of reviewers recommend Optical Express

Company Reviews

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Metrics

4.7

Based on 4,217 reviews

Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 38%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	2.9 out of 5

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Phone:

0800 023 20 20

Email:

customerfeedback@opticalexpress.com

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Optical Express 1 star review on 25th July 2025

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Optical Express 1 star review on 24th September 2021

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Optical Express 1 star review on 27th July 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I will not use again.I booked an appointment over their contact centre - 0800 023 2020 and was granted an appointment on 20th June 2019 at Bath clinic (only open on a Thursday). Appeared at the appointed time and they had no record of my booking. wasted an hour of my life getting to and from the appointment - rang their customer care and reported this. More prolific apologies and advised a manager would call me back on that day or the next. Heard nothing! Rang again and put through to a manager who could explain the lack of booking. Last time I used them it took forever to get my glasses from them! Very good clinician but absolutely appalling systems and follow up. Avoid!”

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Posted 6 years ago

“I would like to thank Irene in the Dumbarton shop for the help she gave me she went out of her way to help”

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Posted 6 years ago

“Did not inform me of issues with night vision despite me saying my night vision was essential as I needed it for my job. Fobbed off by saying my brain just needs to adjust to the new lenses, 2 years later and I am now going to lose my job because of this money grabbing company. They don't care about you or your eyesight. Check this site out before you make any decisions to get any eye surgery as these companies do not tell you the full truth. https://www.opticalexpressruinedmylife.co.uk”

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Posted 6 years ago

“Went to Optical Express Bluewater on the 10th June for my yearly eye test. Needed new reading glasses and the Assistant Angel was so very helpful and attentive with a lovely sense of humour. Could not fault her customer service skills.”

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Posted 6 years ago

“After surgery, ended up with different vision in each eye. Aftercare is poor and the sales team are too pushy to sell your surgery. Repeatedly had to wait 45 minutes for booked appointments due delays. No apologies. Have been given wrong appointment times too. And very hard to actually book an appointment due to low availability Customer services team are friendly and helpful but the store teams are useless. I'm switching to another provider to correct my vision.”

Helpful Report

Posted 6 years ago

“I had my eyes tested at the Paisley Centre. The staff were very helpful. I have a narrow face and the staff, especially Lisa, pulled the stops out to get me frames that suit me and fit me perfectly. Not cheap, but love them. I am having Polaroid lenses put into my existing Tiffany sun glasses frame as I like them and didn't want to replace them. I haven't got my glasses yet but, so far, I am very happy with the service I received.”

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Posted 6 years ago

“I woke up with a stabbing pain in my eye last week very painful, I called optical express at 9am and they told me to come straight in the staff and the optician were great, very pleasant and helpful. gave me antibiotic drops, it really helped within a few hours felt so much better, they saw me again the next day just to check everything as ok and again 4 days later. Fab 5 star rating”

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Posted 6 years ago

“Both my wife and I had lens replacement surgery. We were assured that we would no longer need classes. We were lied to. We both still need to wear glasses, my wife for distance and near work. Myself for reading. I would not recommend lens replacement surgery at all. A waste of money, we are very disappointed.”

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Posted 6 years ago

“Both my wife and I had lens replacements .poor aftercare service.We both still need to wear glasses after being assured we would have good near and distant sight. A waste of money, would not recommend this surgery.”

Helpful Report

Posted 6 years ago

“I chose optical express as I need contact lenses quickly and expected to get some quickly hence the name EXPRESS! I ordered contact lenses but discovered that the order wouldn’t be dispatched until 7-10 working days. Having cancelled the order I was then told that a refund would take up to 28 days! Shocking customer service!”

Helpful Report

Posted 6 years ago

“Avoid! asked the company a simple question and they could not give me a transparent reply, after asking 5x to give me details on how long i would expect to get good vision on average they got rude, deleted my post on facebook and blocked me! clearly a rouge back street medial company!”

Helpful Report

Posted 6 years ago

“I decided for lens replacement as I was suitable for it. From the start Optical Express gave me wrong information and I felt quite pressured to make a down payment for the surgery. They even tried to make me pay a deposit whilst I had drops in my eyes that made my vision so blur. I couldn't see, let alone signing for something where I had to pay an amount of money! There were various issues before the operation and against my better judgement, i decided to go ahead as I would have otherwise lost my deposit. I was left confused after my surgery and given so many different expectations by different opticians, that 3 weeks after my surgery, i am unsure what I am supposed to feel. I still have constant migraine, blur vision, I am in constant pain - Is this normal? I was asked to make an appt to see a surgeon again and perhaps I would get some reassurance but when I arrived to my appointment, they had no recollection to this appt!. Even though I have a card - Fair enough I didn't take it with me - They made me feel I was in the wrong and I was lying about this appointment. They did nothing to make me feel better and on the contrary I felt somehow blamed like everything was my fault..... I had to leave without seeing anyone and I now feel very frustrated they do not card for their customers. Otherwise, they would not be treating them like second class citizens! I have felt let down so much by Optical Express that I am trying to find a way of getting after care from a different company. One that may try to help. I would urge anyone not to go through this surgery with Optical Express and to find a more respectable company that may care for you instead of only thinking about the amount of money they can get out of you”

Helpful Report

Posted 6 years ago

“My husband and I have both attended the Motherwell store in the last two weeks and every time the staff have been excellent. Very friendly and helpful.My husband had to have glasses and the girls were very helpful in assisting him choosing the frames .Jade especially helpful in the process . The lady who tested my eyes today was very nice and made me feel at ease”

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Posted 6 years ago

“i was in the forge branch for an eye test and couldn't fault the service I received rom Cheryl she was very attentive and answered all my professional manner questions in a very”

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Posted 6 years ago

“Went into the Livingston store to have my eyes tested and had a recently new member of staff, Colette she was Lovely, very polite and advised me on which glasses to go for.”

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Posted 6 years ago

“I have been going to the crawley branch of optical express for a few years now and my experiences there have always been good Maria is happy to answer questions whilst examining my eyes and her kind personality helps me to relax. Then Liam takes over to help me choose frames for my glasses. He always explains everything clearly and his knowledgeable advice is much appreciated. Many thanks for all you do. Mrs Zella Saxby”

Helpful Report

Posted 6 years ago

“OH BOY WHERE DO I START. our experience of this place is less than complimentary, firstly our first visit was a horrendous one, our appt was for 10.10 but by1.pm we hadn't been seen so I had to have another 10min walk to the car park and pay for another 3hrs as the first three were clearly not enough, other patients that were after us were put in front we never got away until after 3.30 pm and on no occasion were we offered any refreshments, in fact with four visits under our belts we were only offered on the last visit if we would like a drink. the last visit was also a horrendous one as it was bank holiday there was only a mimimal staff on, but having telephoned the night before to ensure that it would in fact be open and was told yes definitely, having arrived we could not enter the front entrance as the doors were locked, we were escorted by a staff member who said we would have to go round the back and that too was locked, it took us over 10mins to try and gain entry to the place, meanwhile our meter in the car park is running out, and again I had to leave my husband there and refeed the meter as they were still running behind and there was hardly any body there, patients I refer to. what an absolutely dreadful place I wish we knew then what we know now as we never would have chosen that place at all. it is run very badly and disorganised, they do not seem to put the welfare and comfort of patients first, even when I used the ladies room the lights were not even switched on and I am fumbling around in the dark trying to find the light switch as it was pitch black in there, knowing they had patients in that day the lights in the toilets should have been switched on in readiness of use.”

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Posted 6 years ago

“Cheaper than the rest easy to order through pay pal and free delivery, just what I was looking for, happy days.”

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Posted 6 years ago

“Prompt appointment - 14/4/2019. for a painful, inflamed, swollen eye Skilled staff - Christie for prep - Claire for examination and suggested treatment which has brought about a major improvement in first 24 hours First class, well equipped clinic Thanks very much indeed. Bill c”

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Posted 6 years ago

“Had a great experience in optical express, Paisley. Amy was so helpful and patient in helping my husband pick his glasses - offering her professional and personal opinion which was very much appreciated. Will definitely be returning in the near future to get my eyes tested and pick new frames.”

Helpful Report

Posted 6 years ago

Optical Express is rated 4.7 based on 4,217 reviews