Name: Optical Express
Rating: 4.68

“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 5 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 5 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 5 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 5 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 5 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 5 years ago

“Anyone considering treatment from Optical Express is advised to listen to the BBC Radio4 Inside Science program which featured a patients experience. https://www.bbc.co.uk/programmes/m000fvw6”

Helpful Report

Posted 5 years ago

“Stay well away from this company, they will take your money, take your sight and not care less, they deliver an absolutely disgusting poor service, they lie, they are unrealistic, inconsistent, push hard with sales. I've lost my sight my job and I'm 5k out of pocket, they have refused my refund when 20/20 vision wasn't achieved. They have a team that remove any negative reviews on them... Google hard on these guys. The NHS reviews on optical express are interesting. I have a list as long as my arm of things i suffer with now and how badly i was treated after surgery. my whole experience with them is so in depth I don't have enough words to explain it all. DONT TAKE THE GAMBLE I DID AND I LOST... BIGGEST REGRET OF MY LIFE EVER! they have also blocked me on social media so I can't leave an honest opinion, nice way to treat someone who's life you've just ruined!”

Helpful Report

Posted 5 years ago

“Just found out who has been bombarding me with calls at unsociable times, 3 times on Sunday and in the evenings as well and it’s Optical Express!! Why call at such crazy times, nobody has tried to call me midweek during the day at a sensible time nor have I received any emails or letters, so why is the first option to call me on a Sunday morning while I’m still in bed. I was satisfied with the service I received on my previous visit and would have made an appointment again, but not now. I’m absolutely fuming!!!”

Helpful Report

Posted 5 years ago

“Following a consultation in Hull to be assessed for lens replacement, I booked in to the Manchester clinic to have my surgery completed. On the day of surgery, I was told that the two clinics were conflicting in the advice they had given and were not prepared to go ahead with my surgery. One had recommended Vari Focal, the other disagreed and stated I'd be better with Mono focal. Both clinicians were Optical Express employees I opted to cancel as i'd lost faith in their expertise and was told I'd receive a refund. Optical Express refused to refund my travel and Hotel expenses but did agree to refund the surgery fee. My surgery was booked for 17th September, Optical Express finally processed the refund on 7th November and to date (16th December) i'm still waiting for the refund to reach my account. I have raised a dispute with HSBC but this could take 120 days to resolve. Optical Express favour making money over eye care and I seriously doubt a health care professional with this ethos. Don't be pressured by their sales team and if in doubt, get a second opinion.”

Helpful Report

Posted 5 years ago

“Stay away ! It sounds good all in all and they have this huge advertising campaign! They are not able to refund you in time if you decide not to go with them for surgery! For a company with this advertising they have a hard time refunding 400 pounds?”

Helpful Report

Posted 5 years ago

“I ordered glasses from them at £179.00 when I thought I’d lost mine. I found my glasses the next morning. They are trying to take 25% of £179.00 which is £44.75 because they say I cancelled after 1 day. The time from ordering and cancelling was 12hrs 40mins not 24hrs(1 day) Mrs Mandy Woodhead”

Helpful Report

Posted 5 years ago

“I went for an eye test there 3 weeks ago and was advised to buy glasses. Thank God I chose the less expensive ones. When I went to pick them up 10 days later, I realized that they were completely wrong and could not wear them at all. I told the consultant, who still wouldn't want to book an appointment with the optician, but he advised me to wear glasses for at least 2 weeks to get used to. Needless to say, I put them once out of the store and couldn't see anything, I was going to go under a car. I called them to book an appointment and they told me over the phone that I could go to the store at any time and do another test. I went 3 days later, Tuesday, only to know that they were full and that I had to book an appointment. I booked for today, Friday 22 November, but I pointed out that I only had half an hour for this, because I had to leave for my work. I was there today and they made me wait half an hour and eventually I left, asking for a refund, since I can't travel to central London for a pair of glasses anymore. They told me I would get a refund only if the office approved it and it will be in 14 days. That place is a joke !! After 3 weeks of travel in central London, I spent 170 pounds, my time and 25 pounds to travel for NOTHING. I have nothing, I still have to go to another store to order glasses. Very very disappointed”

Helpful Report

Posted 5 years ago

“Terrible do not trust them with your eyes! Optical Express refuse to give me my eyes scans after a data protection request. Optical Express refuse to hand over my 2014 eyes scans after a data protection request. I believe they are deliberately not releasing them because I have developed problems with my eyes that will need surgery and they don't want me to link it back to my eye surgery in 2008. They claimed they gave me everything they had on file and they did send me a massive file including my pre-laser Pentacam scans but the most important document, the ones that could show if the surgery has had an effect on my eyes are missing. If everything was OK, why would they be the only files that went missing? It's just unbelievable. See image attached for the response from Optical Express and the only document they claim to have for my clinical review 6 years later.”

Helpful Report

Posted 5 years ago

“TERRIBLE, TERRIBLE, TERRIBLE!!!!!!!!!!! I came for an eye test Saturday morning I was told I needed glasses, I then ordered two pairs of glasses £549 and was told they’ll call me when they arrive at the store within 14 days. No call received within those 14 days so I called them to chase to find out the glasses were in and they were surprised no one had called to inform me. Upon going in to collect the glasses it becomes apparent that only one pair has arrived the second pair was in fact not even their yet. The glasses were solely for computer use only. When returning to work and wearing the glasses for no more than 5 minutes they were hurting my eyes. I then went to David Clulow for second opinion who advised my eyes were perfect and I definitely did not need glasses. I then returned to Optical Express to complain and I was assured a member of the management team would call me the following day which didn’t happen. I then returned to the shop the day after that and spoke with the manager who refused a refund but offered another eye test but had no appointments available. I then booked another eye test at yet another competitor Vision Express who also confirmed my eyes were perfect and I do not need glasses. I’m now back in the shop demanding a full refund and being refused despite having two eye test from David Clulow and Vision Express confirming I don’t need glasses. This company is terrible and in my opinion trying to push glasses on people who don’t need them as a money making exercise. STAY WELL CLEAR. I have attached all three eye test for evidence.”

Helpful Report

Posted 5 years ago

“Newcastle, mr Robert Beaton , my appointment for the second part of lens replacement was cancelled just after I arrived at 7am unfortunately the surgeon was unwell , and they didn’t have a policy for this eventuality so they offered an alternative in Manchester this is after I had returned home about 10am , so I would have to sort the taxi out for me and my wife to the station sort the return tickets out to Manchester, sort the overnight accommodation sort a taxi to optical express from the station, then a taxi to the accommodation, then sort a taxi in the morning to the station in Manchester, and in between get some food. , then a taxi back home , this to me at age 65 is unacceptable, I would never recommend this company a bunch of sales driven staff that can’t handle a simple illness, you need more surgeons, maybe with the £ 6000 plus I paid youse you can get one .”

Helpful Report

Posted 5 years ago

“Do not do this. Service is atrocious. They take thousands from elderly people who are sold the dream and then leave them at the curb. My nan Booked and paid £7500 back in September. After 2 cancelled surgeries and a lifetime worth of calls trying to chase information, it’s been booked for end of November! Promised a £200 refund for the messing around with a 10 day timescale.. that was about 4 weeks ago. Still nothing. Called today to chase and apparently “retentions” don’t work weekends and I can’t speak to anyone until Monday. ABSOLUTE JOKE! Nan turns 70 next year and you’re more than happy to take her savings but nothing else! Cowboys at best!”

Helpful Report

Posted 5 years ago

“As I am not allowed to put 0 star rating, 1 will have to do! My mum went to OE in Cameron Toll, Edinburgh. Got 2 pairs of glasses and paid the rip off sum of £512. She got them home, realised couldnt see properly through them and phoned, she was told to go for another eye test as she vouldnt have a refund. Went back in, girl adjusted them and said to mum 'because of the wear and tear at the back of her eyes she wouldnt see clearly anyway'. No eye test, just a statement like that. My mum is elderly, i dont live near her and i am hopping absolutely fuming by OE attitude. Total rip off, to do that to an elderly woman. Mum has also told me eye test not conducted properly as she is a little hard of hearing and when she questioned it she was told it didnt matter! Avoid at all costs!!”

Helpful Report

Posted 5 years ago

“Cost Bi focals 330 euros Doctor 75euros Meds 85 euros Second optican 360 euros. I was informed by your staff after an eye test that I needed bi focals for driving, reading and distance. One week later I got them and put them on. Within seconds, I was dizzy and unsteady. I tried on the second pair and had to grab the counter to steady myself and then needed to sit down. I was told that I had to get used to them but they took the second pair back to check them. So home alone on Sat at 2pm , I had my first fall and lay on the ground for a period of time. I returned back to the kitchen and sat at the table. Suddenly the table went downwards to the right and as I tried to grab it my body fell into the table and I went back down onto the floor. You see the table wasn't moving at all. So now I have a lung infection from knocking my ribs of the table. Im back with the doctor on Friday. Another 50 euro...Thanks.”

Helpful Report

Posted 5 years ago

“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!”

Helpful Report

Posted 5 years ago

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

Optical Express Reviews