Optical Express Reviews

Name: Optical Express
Rating: 4.67

4.7 Rating 4,224 Reviews

95 %

of reviewers recommend Optical Express

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4.7

Based on 4,224 reviews

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0800 023 20 20

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customerfeedback@opticalexpress.com

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Optical Express 1 star review on 1st July 2026

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Optical Express 1 star review on 25th July 2025

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Optical Express 5 star review on 6th October 2021

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Optical Express 1 star review on 24th September 2021

John Binnie

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 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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 years ago

“I have just had a lens replacement procedure. I would recommend using Optical Express. If results are your main concern then I can tell you after 24hrs my eye site is much much better. I had my post op test this morning and went for lunch. I did not need glasses to read menu!! Of course there are always things which could have been done better. The practice in Southampton is a bit dated. A lot of the lights looked like they were installed twenty years ago. But its results that matter. I paid £6700.00 for my procedure. Personally I think its money well spent. My eye site is as it was twenty years ago. If that is what is important to you the go see Optical express.”

Helpful Report

Posted 5 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 5 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 5 years ago

“I purchased new spectacles in September, having had problems with double vision . The optometrist in the kilmarnock branch was marvellous. Very thorough, informative, and pleasant.I was very reassured and happy with the care she took. My husband, who is over eighty, and having problems finding spectacles that were comfortable, and right for him had the problem solved by Ryan, whose knowledge and expertise were wonderful. He recommended spectacles for him explaining what was right for my husband .I have to say that we were both very happy with the service we received. Well done to the marvellous staff in Kilmarnock THANK YOU”

Helpful Report

Posted 5 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 5 years ago

“I had laser eye surgery done at optical express in Airedale house in leeds, i was nervous at first but everyone made me feel at ease thank you to everyone who works at optical express especially Mr Mohammed Kazmi who was brilliant one of the best surgeons for Lasik treatment!”

Helpful Report

Posted 6 years ago

“Had laser eye surgery done at airedale house in leeds it was really good i was nervous at first but they made me feel at ease thank you to everyone at optical express for the advice and support and especially to Dr Mohammed Kazmi who is the best laser eye lasik surgeon”

Helpful Report

Posted 6 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 6 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 6 years ago

“Horrible treatment in Dudley!”

Helpful Report

Posted 6 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 6 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 6 years ago

“Bought contacts online with no hassle very easy and smooth transaction would recommend”

Helpful Report

Posted 6 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 6 years ago

“Excellent assessment and care from Sarah , the optometrist in Bearsden. Diagnosed my emergency eye condition accurately and referred me to hospital. She also provided me with glasses and contact lenses and I can honestly say my vision have never been so good. This coupled with a friendly, kind and professional manner makes Sarah a superb clinician. I thoroughly recommend her.”

Helpful Report

Posted 6 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 6 years ago

Optical Express is rated 4.7 based on 4,224 reviews