“Booked an appointment - was followed up with numerous texts and calls to remind about the appointment and being on time. Arrived 15 minutes early and took a seat in the waiting room. An hour later no-one had been to see the patient, provided any explanation as to why there was a delay or when he was likely to be seen. Given that we were paying for this service, it was not what we expect from a private consult. Wife works and runs the reception and booking services in the local NHS and would not accept this from NHS staff. Left without seeing anyone or any apology.”
“Booked appointment at Carluke branch and received a phone call asking why I’d booked the apptment from a very unpleasant woman. Explained that my previous prescription didn’t feel right so wanted to go to another shop as I need new glasses. Met with resistance and refusal to see me as I should return to original shop…..apparently you have no freedom of choice and cannot change optician. Again I cannot tell you how unpleasant this woman was and she made me feel I was doing something wrong instead of just wanting to get a pair of glasses! Horrible experience”
“THEY RUINED MY EYES! Stay away from this company. They ruined my eyes and won’t even see me for a follow up appointment after all of the money spent.They damaged my eyes and I’ve been trying to contact them but they insist on a diagnosis of untrained telephone “customer service representatives” who “triage” you with questions- no doctors.This is how they do business - they destroy your eyes then non medical professionals claim over the phone what the root cause is then extort you for money if you want to see a doctor. Avoid them AT ALL COSTS. THEY WILL DESTROY YOUR VISION by leaving excessive amounts of scar tissue that prevent you from ever seeing well again. It’s not worth it! I tried contacting them and they tried extorting me for more payment without even having a doctor confirm what’s wrong. A real practice would be more worried about the quality of their work and just see you. Furthermore they breached GDPR by posting my private medical details online. AVOID THEM.”
“Ordered 5 days ago, never turned up. Contacted Optical express and have had no word from them other than an automated response. Terrible service. I would like a full refund now!”
“Ordered contacts a week and a half ago still no sign of them,emailed optical express to ask when I'd get them,got email saying someone would get back to you within 3 days,still no response,asked PayPal to step in still nothing have now had to escalate to a claim to get my money back as Ive had to order them from somewhere else, wouldn't expect this level of service from a major high street optician,shocking”
“i went through the tests and was advised that i was suitable for lens replacement. on the day of the operation, my surgeon advised me that he didnt believe it was in my best interests which i respected. I had paid £7,200 in advance.
My problem has been communication in relation to getting my money returned. I was told on the day to give it two weeks and if I had not heard anything to call. I called after two weeks and was told to wait another two weeks. When I pressed for clarity that it would be a full refund I was told to just wait. I accept processing refunds takes time, but a month is stretching it and not knowing the amount is also unreasonable. Currently I am none the wiser on how this will progress.”
“Untrustworthy take your money then won’t return it for a month surgeon at Cambridge refused op after keeping me waiting’s over an hour with no valid reason can’t go elsewhere as their holding my money
30 year career over seeking legal advice”
“Reading glasses ordered and delivered to shop 2 weeks + ago. They were not correct so I was offered a retest or refund. I choose the refund. I phoned 2 days ago and was told refund would be in my bank today. No refund so I phoned and as usual the advisor couldn't advise what the problem was and said someone would call. As expected no call. Just the same as all the rest. Just don't care.”
“The last contact lenses I got from you was in November last year, but you didn't miss to take money from my account through my direct debit till now....jut because I blocked any further payments. So you owe me contact lenses for 6 Months. I made several calls but no-one even said sorry but just promises and made up stories about why I still didn't get them.”
“I had complaints Walmart in Colorado Broomfield on 128th. I ordered glasses and contact's on May 2022. I paid for contact's and I paid in advance the lady told me to call or comeback to order the contact's. I went there yesterday and the lady at the vision care was very rude she did not day hi to me. I told her I needed to fix my glasses which it was and told her I need to order the contact's I paid in advance. She had looked and researched and said I did not order it. She called a Stacy Wagoner and they botb basically called me a liar. The lady Stacy Wagoner said she would call me back. She called me back said it was delivered it was not I had to pick it up at the store. So she said I received it after researching. I told her I didn't. So at this point I've been called a liar. And I will never shop at that eye place ever again. The people that work their are nothing but liars and worst customer service.”
“Do not use.
I received laser eye treatment in 2014, my eyes have since regressed to needing glasses again. Upon following up on my regression I was told there was nothing they can do and would charge for a simple consultation and assessment checkup.
The customer service is tragic and repeated the contract I had signed back in 2014 with the million exemption clauses. If you’re thinking of getting the treatment, google some horror stories of Optical Express and talk to an independent optician. They exploit the market and will push you into surgery.
Avoid at all costs.”
“Had my lenses replaced in 2014. They were faulty. I was told that my brain had to adapt and that was why my sight was getting misty and my sight getting worse. I’m now almost blind. I’m not alone. Go to optical express ruined my life website to discover how many people have been damaged by this company”
“Never get any response to calls, contact lenses takes ages to be dispatched, staff at call centre were not even aware they sold contact lenses. If the boxes weren't £3 cheaper than vision direct, I would happily never use Optical Express again.”
“Faulty lenses in 2014. Was told initially it was my brain not catching up. Utter rubbish. Go to optical express ruined my life website to find how many people have been damaged for life”
“This is a complete scam !!!!!
They charge a ridiculous amount of money in your consultation and when you don't accept straight away and call back they some how raise the price!!!!
Also there staff have no customer service skills whatsoever!!!! They are pathetic and useless on the phone !!!!
I notice how they never follow up on there bad reviews and they always ignore them !!!!
They alway promote there fake positive reviews only, just goes to show how shallow and disgusting this firm really is !!!”
“I would not recommend Optical Express, had lens replacement nearly a year ago. After the surgery there was no follow up appointments arranged, had to push for it as was having a lot of problems (eyes were different both for long sightedness and short sightedness but before long sight was perfect). After chasing Optical Express for follow up appointments, I was bounced between Manchester, Leeds and Sheffield. We had to insist on a scan of my eyes (which they didnt want to do) and they found cysts. These went but still a huge difference in vision, was contacted by one of their consultans from London, who advised to replace the lenses with a "more expensive version" but Optical Express just offered laser correction which the consultant recommended against because if there is any movement in the lens then the vision deteriorates again. I refused and now suffer with extreme headaches and have to have more expensive lens in my glasses than before. Read the small print before you sign, they cover every base if there is a problem, resulting in you not being able to do anything. I have recordings of all calls between them and myself”
