“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?”
“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”
“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”
“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.”
“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.”
“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 .”
“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!”
“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!!”
“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.”
“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!”
“Did not inform me of issues with night vision despite me saying my night vision was essential as I needed it for my job.
Fobbed off by saying my brain just needs to adjust to the new lenses, 2 years later and I am now going to lose my job because of this money grabbing company. They don't care about you or your eyesight. Check this site out before you make any decisions to get any eye surgery as these companies do not tell you the full truth. https://www.opticalexpressruinedmylife.co.uk”
“After surgery, ended up with different vision in each eye. Aftercare is poor and the sales team are too pushy to sell your surgery.
Repeatedly had to wait 45 minutes for booked appointments due delays. No apologies. Have been given wrong appointment times too. And very hard to actually book an appointment due to low availability
Customer services team are friendly and helpful but the store teams are useless.
I'm switching to another provider to correct my vision.”
“Both my wife and I had lens replacement surgery. We were assured that we would no longer need classes. We were lied to. We both still need to wear glasses, my wife for distance and near work. Myself for reading. I would not recommend lens replacement surgery at all. A waste of money, we are very disappointed.”
“Both my wife and I had lens replacements .poor aftercare service.We both still need to wear glasses after being assured we would have good near and distant sight. A waste of money, would not recommend this surgery.”
“I chose optical express as I need contact lenses quickly and expected to get some quickly hence the name EXPRESS!
I ordered contact lenses but discovered that the order wouldn’t be dispatched until 7-10 working days. Having cancelled the order I was then told that a refund would take up to 28 days! Shocking customer service!”
“Avoid! asked the company a simple question and they could not give me a transparent reply, after asking 5x to give me details on how long i would expect to get good vision on average they got rude, deleted my post on facebook and blocked me! clearly a rouge back street medial company!”
“I decided for lens replacement as I was suitable for it. From the start Optical Express gave me wrong information and I felt quite pressured to make a down payment for the surgery. They even tried to make me pay a deposit whilst I had drops in my eyes that made my vision so blur. I couldn't see, let alone signing for something where I had to pay an amount of money!
There were various issues before the operation and against my better judgement, i decided to go ahead as I would have otherwise lost my deposit.
I was left confused after my surgery and given so many different expectations by different opticians, that 3 weeks after my surgery, i am unsure what I am supposed to feel. I still have constant migraine, blur vision, I am in constant pain - Is this normal? I was asked to make an appt to see a surgeon again and perhaps I would get some reassurance but when I arrived to my appointment, they had no recollection to this appt!. Even though I have a card - Fair enough I didn't take it with me - They made me feel I was in the wrong and I was lying about this appointment. They did nothing to make me feel better and on the contrary I felt somehow blamed like everything was my fault..... I had to leave without seeing anyone and I now feel very frustrated they do not card for their customers. Otherwise, they would not be treating them like second class citizens! I have felt let down so much by Optical Express that I am trying to find a way of getting after care from a different company. One that may try to help. I would urge anyone not to go through this surgery with Optical Express and to find a more respectable company that may care for you instead of only thinking about the amount of money they can get out of you”
“OH BOY WHERE DO I START. our experience of this place is less than complimentary, firstly our first visit was a horrendous one, our appt was for 10.10 but by1.pm we hadn't been seen so I had to have another 10min walk to the car park and pay for another 3hrs as the first three were clearly not enough, other patients that were after us were put in front we never got away until after 3.30 pm and on no occasion were we offered any refreshments, in fact with four visits under our belts we were only offered on the last visit if we would like a drink. the last visit was also a horrendous one as it was bank holiday there was only a mimimal staff on, but having telephoned the night before to ensure that it would in fact be open and was told yes definitely, having arrived we could not enter the front entrance as the doors were locked, we were escorted by a staff member who said we would have to go round the back and that too was locked, it took us over 10mins to try and gain entry to the place, meanwhile our meter in the car park is running out, and again I had to leave my husband there and refeed the meter as they were still running behind and there was hardly any body there, patients I refer to. what an absolutely dreadful place I wish we knew then what we know now as we never would have chosen that place at all. it is run very badly and disorganised, they do not seem to put the welfare and comfort of patients first, even when I used the ladies room the lights were not even switched on and I am fumbling around in the dark trying to find the light switch as it was pitch black in there, knowing they had patients in that day the lights in the toilets should have been switched on in readiness of use.”
“Ruined my near vision with lens surgery, and left me with painful dry eyes, glare and starbursts effects at night which means I can't drive at night on the motorway or busy roads. Have to wear glasses to see anything close up now. Worst thing I ever did.”
