Optical Express Reviews

4.7 Rating 4,217 Reviews

95 %

of reviewers recommend Optical Express

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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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0800 023 20 20

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customerfeedback@opticalexpress.com

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Optical Express 1 star review on 25th July 2025

This WhatsApp Number +1 (326) 209-0325 Really Assisted Me In Recovery My €172k From Scammers

Optical Express 5 star review on 6th October 2021

Suthiwa Jewkes

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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“P aid £42 pounds (I have the receipt) . Then I received an email confirming that I had payed £30 thanking me for my custom! purchasing 2 boxes of lenses, 5 lenses in each box. ( on my computer) Been with Optical Express in Newcastle upon Tyne for more than 15years, very disappointed!”

Helpful Report

Posted 7 years ago

“These people are terrible This is the letter I had to send to my credit card company OPTICAL EXPRESS EXETER Dear Sirs The reason I have asked you to help with this dispute is because this company seems to be the most dishonest people I have ever had to deal with. They have now told me the matter is closed and won't answer my calls. I feel I have done everything I can and it is now nine months later with no resolution. I did speak with your disputes team and informed them back in May. I had a consultation with Optical Express in February and decided that I would like to go to the next stage in the process of having eye surgery. In order to do that, they asked me to pay a £500.00 deposit. They explained that it was fully refundable and pointed out that the T&C's stated that. I paid by card which had to be processed at another location and I agreed to that as long as I got a receipt. I have requested a receipt but they refuse to give me one. The T&C's state, and I quote. (If for any reason, following discussion with one of our Refractive Surgeons, you decide not to proceed with treatment, all monies paid by you will be refunded, excluding any Refractive Surgeon appointment fee.) After the free Refractive appointment in Bristol I decided that I wouldn't proceed and consequently asked for a refund. The response was that because I hadn't cancelled within 7 days I was not due a refund. I have been back and forth with emails and phone calls asking them to explain the reason for ignoring the contract that I signed and had a copy of, but they refuse to acknowledge it, instead emailing me new ones which now say something different. They offered me a voucher to the value of £500.00 but I have lost any respect I originally had for them and wouldn't want to go back to them for anything. I have asked numerous times for a copy of the contract that I signed but they just ignore my request and keep saying I have the wrong version. They finally asked me to go to the store with my copy of the T&C'S so the personnel there could copy them and send to the customer services in Glasgow, after another long wait I had a very long badly written email saying sorry the matter is closed, which was surprising because the staff at the store had indicated that it would be all sorted and I would receive my refund. I still have not had a satisfactory explanation as to why they won't honour their contract with me. They must do this a lot, I have found subsequently lots of complaints about them and even Radio 4's consumer program warned about their tactics reporting the exact same problems. I have all the emails if you need I can forward on to you. I have enclosed printed copy of the T&C's I am happy for you to have the original if you need. I will also be seeking compensation from OP for the stress that this has caused me. I look forward to hearing from you Yours Sincerely C A Wheadon”

Helpful Report

Posted 7 years ago

“Requested payment by credit card. Site asked for PayPal t’s and c’s to be approved although I selected NO to PayPal. Went through as PayPal payment despite not giving any PayPal details. I wait to see how the delivery goes.”

Helpful Report

Posted 7 years ago

“as soon as I had the consultation, I was given lots of paperwork to read through ( which I couldn't because of the eye drops.) I was then relieved of a deposit of £500.00. When I had read through all the paperwork the next day, I decided to cancel the treatment. When I rang to cancel, I asked about the £500.00 deposit and was told it could take up to 28 days to get the refund. Here we are 29 days later, and I haven't even had a phone call or an e-mail. I've just telephoned head office, who informed me that they cannot contact the people I need to speak to and they will ring me back within 48 HOURS. Definitely would not recommend optical express to anyone.”

Helpful Report

Posted 7 years ago

“Bad laser eye surgery experience, even when I went for the most expensive, customised option (iDesign) and the most experienced surgeon in London. The post-op care has been shirking responsibility as well so I feel very regretful of my entire experience and would highly recommend against going with them and going with a more personalised, boutique experience if possible and not a big chain.”

Helpful Report

Posted 7 years ago

“The worst experience I had with them when they come t take payment they phone u every single minute but when it comes to refund they just ignore you . I had my treatment cancelled in Birmingham branch and now when it comes to refund the deposit I paid they don't even speak over the phone . This is the WORST PLACE to deal with .”

Helpful Report

Posted 7 years ago

“Disgrace this company should not hold a license to sell eye care to the general public , my glasses not 2 months old fell apart and optical express refuse to repair, they said they can if I pay , I of course refuse to do so both on Trading Standards rules and regulations and the manufacturers gaurunteee. They even took my glasses back , said they would look into it as I refused to pay for repair , then they call me twice say they are ready , when I go back today 26 January 2018 at 19:00 the shop assistant was shocked when she opened the box as there were my broken glasses The manage then took over and tried to blame me for breaking this glasses , why would I do that , he said he could repair but I need pay , he also admitted that the glasss had not been sent back anywhere for testing This is a disgrace they have had them many week and I am forced to wear reading glasses damaging my eyes further This company should be struck off from optical care they should not be trading they have no customer care and are an unethical company I will now seek compensation for my glasses , my many visits , the inconvenience and damage that this company is now causing me Please do not us this company unless your ready for a legal fight which I am to receive compensation I will also report to Trading Standards and I urge everyone that had a complaint to do the same No more thane Thieves , the only difference between Turpin and optical express staff is That Turpin wore a mask when robbing you”

Helpful Report

Posted 7 years ago

“I had an appointment on Saturday morning at the Kirkintilloch branch of Optical Express, for 10.45am. The agent that took my booking was called Kimberley. On arrival, Kimberley claimed to have no knowledge of my booking and suggested I had the wrong Company. She checked on her PC and found my booking but it was at 11 a.m. She said they were running at least an hour late and could I return in one hour? Of course this was unsuitable to me and cancelled the appointment. Would it not have been better customer service for Optical Express to phone forward and warn their customers of the delays? I think it was a poor service and doesn't warrant my custom.”

Helpful Report

Posted 7 years ago

“I was told I had to pay up front before seeing the surgeon for laser surgery over £4500 . I was deemed unsuitable for surgery. Have been waiting 2months for my refund. Have been promised on three separate occasions but still waiting”

Helpful Report

Posted 7 years ago

“I requested my £500 deposit back from them, in their contract they say it takes up to 28 working days. We are now a year later & still no refund! I have now received a COUNTY COURT JUGMENT AGAINST THEM so lets see what happens now. DO NOT PAY THEM ANYTHING UNLESS YOUR 100% ABOUT THE TREATMENT. Look on other sites I'm not the only one they have done it to.”

Helpful Report

Posted 7 years ago

“We decided the day after visiting the Laser eye clinic in Plymouth no to have the procedure. They say when they are selling you the deal that your deposit will be refunded but not before 30 days but soon there after. Lots of calls later and 4 months later & we are still waiting!! They just fob you off time and time again !”

Helpful Report

Posted 7 years ago

“Everything!!! Most incompetent company with none existing customer care. All I get is lies, lies and lies!!!”

Helpful Report

Posted 8 years ago

“I really do wish I had gone elsewhere. I have waited over 20 years to be in a position to be able to afford laser eye surgery. I had my procedure in February of this year with Optical Express at Medowhall, Sheffield 1: The initial consultation is more selling exercise making the appointment last 40 minutes when it could easily be done in 15 (my first wait of many) 2; The day of surgery (I travelled to Sheffield) from the minute I sat in the HOT waiting area ,I felt like everyone was being trerated like cattle 3: I had my pre-tests done, taking a total of 15 minutes & then proceeded to sit there for over 3 hours, nobody lets you know what is going on & it was only because I started talking to another (very unhappy) customer who complained to a member of staff & was told they were "behind" so nice of them not to keep anyone informed. I could have spent the day going round Meadowhall instead of staring at daytime tv & having nothing to think about but the pending procedure & returned when they were ready for me but no, they like you all in the one area – waiting(again) in their hot, stuffy cattle pen! I eventually saw the surgeon who explained things very well & I had my surgery (painless & quick) & left OVER 4 hours after I had arrived when the total of around 1 hour would have been more than ample & that includes the surgery itself. They all give exactly the same readied excuse (as you will read further on). 4: I returned the following day for a check up, once again sat in a very hot room ...waiting...I complained after 40 minutes delay & around 5 minutes later was then seen by an optometrist (in an even HOTTER room which took around 5 minutes. I couldn’t’ wait to get out as I was starting to feel sick & dizzy at this point. 5: Upon exiting the room the saleswoman asked me if I would mind filling in a feedback from, I declined saying I was not feeling well & that my eyes were still sore & blurry from surgery but she would not take no for an answer then sat me down on a chair saying she would fill in the answers for me (I thought they didn’t push??) 6: I told the truth to the questions about my experience but, she got very arrogant, offended & slightly rude. And of course, she sang from the same Hymn sheet as everyone else I had complained to It doesn’t matter what they tell you, you DO NOT need to be there that ridiculous amount of time 7: And the cherry on the cake was I had to go to Boots myself (which was only a few shops away from them so they could have done this themselves) & purchase 2 bottles of expensive eye drops as I was running low & the sales assistant said they had none & when I complained about that, her solution was for me to take a 2 mile round trip to the nearest optical express to my home & see if they had any - Seriously I kid you not!! When I have spent a massive amount on laser eye surgery I DO NOT expect have to pay for my own aftercare that was supposed to be included - what a joke. All in all, If I had my time again I would certainly not choose Optical Express. Not the cheapest & their treatment of customers leaves a lot to be desired. I cannot tell you how upset I am at them ruining the experience for me. If I hear anything back from Optical Express regarding this review, I will certainly update this review as they seem to steer people from these pages to their customer services email address …”

Helpful Report

Posted 9 years ago

“Had my eyes lasered in 2011 cost over £4000 . but before I committed I was concerned about after care should I need them re done in the future , I was told in the Newcastle store that all after care was free for life and should they need re done when I was 75 they were free. So peace of mind !!!!!! Not so as I needed some eye drops and was told to pay as I had no proof of what I was told they said after a certain date it changed don't be ripped off , my eyes are still 20\20 luckily enough”

Helpful Report

Posted 9 years ago

“In the Spring, Optical Express St Vincent Street (Glasgow) refused to give me laser eye surgery as my prescription had changed by a whole diopter since the initial consultation in Braehead. But they would not return my £1000 (yes, one thousand pound) deposit. At the start of Ocotober, I went for another consultation at St Vincent Styreet, and this time they confirmed that I was not a suitable candidate for eye surgery, as I have had it before and my corneas are too unstable. I was happy with this, and they promised to refund my deposit. Although I do wonder why they ever pretended I WOULD be suitable, as I mentioned my previous surgery several times It is now over 8 weeks later, and they still will not refund my deposit - one excuse after another - you have to wait 30 working days - there's a backlog in the refund department - we can't return your money without doing certain checks because we are a medical service provider. What checks? We don't know and can't find out - our systems are down They may be technically very competent, but their business practices make them look like the worst kind of cowboys.”

Helpful Report

Posted 9 years ago

“Please think twice before committing to eye surgery with Optical Express. I have experienced a less than satisfactory outcome, poor customer service when trying to express my disappointment and finally to add insult to injury when I have followed their complaints procedure I have received quite a long winded clinical response which ends by stating that they are closing the complaint without even letting me discuss the matter further. Your decision!!!”

Helpful Report

Posted 9 years ago

“No improvement to my sight. When I complained after 8 months of drops I was told either get glasses, contact lenses or have surgery in your other eye. Shockingly bad customer service when faced with a complaint.”

Helpful Report

Posted 10 years ago

“take a witness with you as they are very selective with the truth and write everything down , i was in total agony for some time and nearly a year on an i take drops and use wipes every day . had to buy glasses within months of treatment .as for there head office it is impossible to get a straight answer they pass the buck and just ignore you if they don't have a answer . stay away or be prepared for major pain and a lot of stories”

Helpful Report

Posted 10 years ago

“Entered a competition for free eye surgery. They now call me every day trying to get me to pay for it. Spoke to a lady the other day and explained I am not paying for it. She then put the phone down. GREAT CUSTOMER SERVICE..NOT I would never let them near my eyes and they are obviously not very good or they wouldn't have to keep calling people to get customers! Good companies let the customers contact them.”

Helpful Report

Posted 11 years ago

Optical Express is rated 4.7 based on 4,217 reviews