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Optical Express Reviews

4.7 Rating 4,203 Reviews

95 %

of reviewers recommend Optical Express

Company Reviews

4.7

Based on 4,203 reviews


Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 50%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour

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Optical Express 5 star review on 6th October 2021

Optical Express 5 star review on 6th October 2021

Optical Express 1 star review on 24th September 2021

Optical Express 1 star review on 27th July 2021

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

“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.”

Posted 2 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”

Posted 2 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 !!!”

Posted 2 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”

Posted 2 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.”

Posted 2 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.”

Posted 2 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.”

Optical Express 1 star review on 24th September 2021

Posted 2 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!!”

Posted 2 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”

Posted 2 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.”

Optical Express 1 star review on 27th July 2021

Optical Express 1 star review on 27th July 2021

Posted 2 years ago

“Wrong lenses, no refund.”

Posted 2 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.”

Posted 2 years ago

“13 days and still no delivery”

Posted 3 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.”

Posted 3 years ago

“I would recommend to the highest degree looking at other clinics and opticians. This is a company focussed on profit, and has no customer service, integrity and encourages aggressive, and poor sales techniques and customer service. I have used them for contact lenses, and I also cancelled my laser eye surgery due to appalling lack of care. I cancelled my contact lenses, and yet they continued sending them for 6 months, to an old address and then charged me for this. They would not refund me, or provide any explanation, even though their head office and local store confirmed they were cancelled and that my address had been changed. 6 months later I get a call saying I hadn’t put this in writing, and as a result their employees had lied to me, and I owed every penny (which they took out of my account, which I don’t even believe is legal?). I went to another clinic who noticed serious dryness in my eyes and put me on a treatment plan. Their surgeon and optometrists didn’t raise this as a concern at all. They also offer a 12 month guarantee, while other clinics offer 10 years, who also use more modern equipment. Please for your own sake avoid. There are entire websites dedicated the bad experiences received from this company.”

Posted 3 years ago

“Thinking of EYE surgery with Optical Express--don't. £3000 spend and 2 years later... absolute worse experience at Birmingham, turned up twice for booked appts to fix their botched up surgery and was told the surgeon was out to lunch and could not fit me in after travelling 2 hrs. He was still there...! I told their HQ about Birmingham and was referred to Nottingham two times later (after 3 hrs round trips) now told today at their local branch in Leamington that I will need to go back too glasses and they may want to charge me for the glasses. If something goes wrong, your NO chance of being supported. They simply don't care and this is your sight...”

Posted 3 years ago

“Awful! awful! awful! Their service certainly doesn't worth of £100. CERTAINLY NOT! They have such a bad customer service. Even if you have a problem caused by their mistake, they wont waste their valuable time for sorting it out. So you will have to waste your valuable time and chase them up. And, please don't forget to get them to put everything on an e-mail so you have a proof. This is a business, and you are their customers. So they wish taking your money and getting rid of you asap (just like the fast food chains). Ohh!! before forgetting, don't you dare to think that you will be seen by some experts!!!! the test is conducted by receptionists. ( the last part of my test was especially a joke. Since I get that in NHS regularly every 6 months due to my condition, l could easily see the difference as knowledge wise. She didn't really know what she was doing, and spent less than half time NHS staffs spend on that actual test. And! and! and!, my ordeal at Harley branch ended up with not seeing a doctor at all. Conclusively, I was told that I would be e-mailed. Let's see :)) Funny thing is that once I had a voucher for a free eye-test at Boots, I honestly admit that it was better than Optical Express hahaha.. However, I'm pretty in pain for wasting my £100. But, this is life. sometimes, you get manipulated, screwed unfortunately. But, in my case, this can only happen once with Optical express. I'm lucky actually, as it is scary to think of what would happen if I had a surgery or an operation with them. I recommended other clinics that charge half price; or private hospitals if you wanna pay more for the detailed test (certainly for the proper treatment). I did my warning, now it your decision!”

Posted 3 years ago

“I want to warn all people considering vision correction surgery at optical express to avoid it. The bad stories you hear are all true and accurate. I unfortunately had surgery at the Leeds clinic, was treated like a number on the day. It's like a queuing system to get the surgery, one in and one out system. The surgeon Mr Muhammad Kazmi spoke to me 20 minutes before the surgery and told me new risks which I did not have time to think through or reconsider properly. This was made worse by my anxiety which the staff told me they knew about but did nothing. Their customer service and complaints department is shocking. After I voiced my concerns I was able to speak to the surgeon in person again to demand why I did not have fully informed consent and the lack of duty of care given to me. Surgeon accepted his wrong-doing but refused to give a formal apology. Surgery Manager Mike Coyne who took my vision measurements (not qualified optician) was equally rude and unprofessional, interrupting my personal appointment with the surgeon at multiple times. He then threatened me to leave and then kicked me and husband out of the clinic. Didn't matter to them at that point as transaction was completed. Customer services response was as expected and that was they can't do anything. Please do not go to these people as they do not care about your eyes just your money and how quickly you can pay. They were so desparate to get my money before the treatment. The whole team work on a commission basis including the optician you see in your initial consultation. It is all sales. The surgeons themselves and staff wear glasses yet they advocate laser eye surgery which is bizarre. The company is very unethical and provides insufficient risk information to their patients. No wonder they all look so nervous and have so much to hide. Stick with your glasses as they never will disclose all the risks to you as they don't have to. You could be the unlucky ones and suffer for the rest of your life. Even though my vision is fine at the moment I am seeking legal advice due to the unethical way they have practiced and lack of informed consent. Do NOT gamble with your eyes you will never get them back. The laser burns your cornea permanently and this never grows back the same. The majority of the reviews here are by people with only 1 review on their account. I am highly suspicious of this as these don't appear to be genuine and the overexaggeration of positive reviews makes me sceptical.”

Posted 3 years ago

“DO NOT HAVE LASER EYE SURGERY - WASTE OF MONEY!!! I have had laser eye surgery TWICE in the last 9 years lasek and lasik procedures. Now at the age of 33 after wasting best part of £3000 I am back to paying for prescriptions for glasses and contact lenses only to be told after an ongoing complaint that that Optical Express deem my surgery do be successful and that deteriation is due to age. I AM 33!!! Also, I have to use eye drops daily due to having dry eyes as a result of surgery! I WISH I NEVER HAD THIS DONE! Please think twice before having surgery. If I had have known this prior to having surgery I would never have gone through with it.”

Posted 3 years ago

“I don't mean to give a bad review for the product but I've been trying to get hold of your customer service since 2 months with no luck! I got a wrong product deliver to me (monthly lenses instead of dailies) It seems that you reply to your online reviews so maybe you can follow up on my email please? Order number 5137”

Posted 3 years ago

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Optical Express is rated 4.7 based on 4,203 reviews