Optical Express Reviews

Name: Optical Express
Rating: 4.68

4.7 Rating 4,214 Reviews

95 %

of reviewers recommend Optical Express

Company Reviews

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Metrics

4.7

Based on 4,214 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 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

“I ordered my lenses 2 weeks ago and still have not received them and I have not had a reply to my chase up email.”

Helpful Report

Posted 2 years ago

“9 days since my order and still haven't received it”

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Posted 3 years ago

“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.”

Helpful Report

Posted 3 years ago

“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.”

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Posted 3 years ago

“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.”

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Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

“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.”

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Posted 3 years ago

“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”

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Posted 3 years ago

“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 !!!”

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Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

“Avoid optical express. After having my consultation I immediately booked in to have laser eye surgery, paid the full amount costing £4,590. My 1st appointment - I had a phone call 2 hours before to let me know my appointment (at 1.30pm) was cancelled as the surgeon with was ill. My husband had taken 3 days off work to drive, look after me and our baby. So that was £580 of wages gone, just before Christmas. 2nd appointment was booked in 2 weeks later. I arrived at my appointment at 3.30pm to overhear the nurse telling 4 other patients that the Laser Machine was broke (some of them had been waiting all day) Not once was I contacted to let me know that the machine had been broken all day. So once again, wages were lost, I spent an hour and half waiting to talk to the nurse and manger etc (while my husband and baby waited in the car) he assured me that if I was too book again I would get compensation for all the money/time I had lost out on. He also told me the machine has never broke before, but in fact there’s two separate reviews on the Milton Keynes clinic stating that actually had it had broken.. After putting my complaint forward to head office, it took 2 weeks for them to basically offer me £200 as compensation. To top everything off my paper work (contract etc) was not even in my name and now after discussing with another Laser Clinic in Harley street - I’ve been advised that I should in fact ABSOLUTELY NOT have laser as I’m still breastfeeding. I came into the clinic for my consultation with my baby, filled out forms that said I was in fact breastfeeding. optical express never mentioned this!! If I had the laser - my eyes would have been lasered to the wrong prescription! ( how dangerous ) The clinic is an absolute joke, extremely unprofessional - please do not use this company. After asking on social media 4/8 people that have used optical express have said their laser has not worked and 1 person said there’s stoped working within the year, after going to another clinic and them advising to not have laser again - optical express would not refund her as she wouldn’t have the surgery. Please save yourself the time and money and chose another company.”

Helpful Report

Posted 3 years ago

“Never use this highly unprofessional company. Too risky. I put in a clear complaint they 'investigated' and basically said it wasn't true. I am SO angry with their despicable attitude and am taking this much further. These private, money making companies really cannot be allowed to carry on.”

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Posted 3 years ago

“Paid for lifetime aftercare was provided with 12 months of telling me to give the eye time to settle. It didn't, I went blind they didn't help me. I lost my job, my sight, my mind. NHS fixed me almost 6 years later.”

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Posted 3 years ago

“Had a call from Dundee practice a week before my eye consultation, the secretary or whoever I spoke to was so good she could diagnose and give me a price of 6k+ for replacement lenses over the phone without a consultation!!! The appointment was quickly cancelled, guessing the secretary does the surgery as well😳 Diagnosis over the phone? Really!!”

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Posted 3 years ago

“Ordered lens solution, when arrived box was damaged and one bottle of solution and the lens cases where missing. Emailed customer services twice got no response. Tried ringing customer services 5 times on hold for over a hour gave up in th end. Some customer service”

Helpful Report

Posted 3 years ago

“Would not recommend using Optical Express for this surgery. I had the LASIK surgery which I found traumatic from start to finish. The suction cup lost suction twice which was advised by the surgeon ‘down to a potentially faulty suction cup’ and as a result can bruising of the eye for 3 weeks. The bruising was so bad that I had to wear sunglasses when out as I was scaring the kids. They advised me at no point that this would potentially happen. They also made no mention of the burning flesh smell that I would experience during the laser of the eye. If I knew what I would have to go through then I would not of had the surgery. Having made Optical Express aware of my experience they provided no explanation and refused to do anything other then apologise my experience was a bad one. Very unprofessional company.”

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Posted 3 years ago

“Wrong lenses, no refund.”

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Posted 3 years ago

“Pay with finance or credit card or regret it.. Surgeon elected to not do my surgery due to my eyesight being too good, getting a refund is now proving to be difficult. The terms and conditions aren't clear for this scenario and customer service don't know how to proceed. They said a third optician will now decide whether the surgeon was right even though I've taken time off work. I was told I wouldn't speak to or see this third clinician and I would then be sent for survey again. When I questioned this and said what happens if the surgeon says no again, I was told 'I don't know'. Overall lots of mistakes and a rather messy process considering it's private surgery, I've had to start a complaint to try and get a refund and even then 28 days for a refund is slightly ridiculous, I reckon they put it in premium bonds.”

Helpful Report

Posted 3 years ago

“13 days and still no delivery”

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Posted 4 years ago

“Worst optical store I have ever seen in my entire life between Europe and the U.S. I am appalled of the low level of the sales people, the horrible attitude while buying the frame, "they will be ready tomorrow". not even in two weeks. and progressive in one day actually scare me. So, they do not know what they are doing. in the store in the lab. The lack of coordination, the lack of knowledge, the yelling at the client for cancelling an order within the terms they deny their own term? the wait of two weeks for wrong lenses, the zero texts to answer to mine nor to /inform if and when I could go to pick up my glasses, I had to follow up each time. Wasting my time but harassing me with calls and texts once the order is cancelled. The huge waste of time on the phone, at the store, in the back of the store for my turn to be 'assisted' by pidging english of a frantic french who is supposed to explain lenses before taking them, a total inept with zero U.S. customer care who had also the nerve to dismiss/to tell me she cannot give me the hard case NOR the washcloth because they run out of them !!? Spending $500 and a cheap plastic fake leather taking for granted the client has to accept, put the client in condition to ask for the basic, ALL OF THIS is absolutely unacceptable. Eternal times to be refunded and they screw transactions. Do not set your feet or better never lay your eyes on this company is a gentile eufemism.”

Helpful Report

Posted 4 years ago

Optical Express is rated 4.7 based on 4,214 reviews