Optical Express Reviews

Name: Optical Express
Rating: 4.67

4.7 Rating 4,222 Reviews

95 %

of reviewers recommend Optical Express

Company Reviews

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Metrics

4.7

Based on 4,222 reviews

Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 28%
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 1 star review on 5th January 2026

Jonathan Taylor

Optical Express 1 star review on 25th July 2025

This WhatsApp Number +1 (326) 209-0325 Really Assisted Me In Recovery My €172k From Scammers

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Very helpful & professional”

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

“I was extremely happy with the service i received in Liverpool 1 from Katherine who did a glasses repair nothing was too much trouble very good customer experience”

Helpful Report

Posted 5 years ago

“I was very happy with my eye test , at the Perth branch. The optician was very thorough,and also the staff who helped me choose my frames ,were very helpful. That is why i always go back to this store.”

Helpful Report

Posted 5 years ago

“Oh wow, optical express was an absolute experience. I didn’t personally go in for the consultation. I was accompanying my cousin Hayat who is looking to get the laser eye surgery. Anita who welcomed us in was superb, her customer service led us leaving the place with more than a smile. She should definitely be commended on her great customer service, an honourable woman. Because of her and the Amazing staff at Optical express in Harley street, we will surely be looking further into this place. Thank you Again Anita. Great woman and exceptional service’s.”

Helpful Report

Posted 5 years ago

“This is for the 2 girls in motherwell allison and hope optom are very good at there job great personal service thank you cg”

Helpful Report

Posted 5 years ago

“I am extremely happy with the I design lasik treatment I received at the optical express clinic in Harley street! I now have vision better than 20/20 and no more uncomfortable contact lenses! A big thanks to Kinga who was always very welcoming and friendly! She explained the procedure and put me at ease.”

Helpful Report

Posted 5 years ago

“Good service in Meadowhall branch. nice store in a great location, had a really big selection of frames to choose from, Jake was very helpful, thank you 😊”

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

“I've just finished a tcontact lense trial at Optical express east Kilbride. I was quite worried at the start but with the support and encouragement of their staff - especially Denise, Laura and Suzanne I am now almost expert in inserting and removal of the lenses. Brian was the main optometrist on my case and he too was very supportive during some times of self doubt. That's all behind me now and I am looking forward to pounding the fairways come rain hail or shine. Excellent service!!”

Helpful Report

Posted 5 years ago

“I was extremely happy with my recent visit to Optical Express Aberdeen for eye test and replacement glasses. Staff so pleasant and helpful, especially Ross and Scott the optician. Would definitely recommend to friends and family. Thank you.”

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

“I thought £3,300 was expensive for laser eye surgery on 1 eye and not much of a correction, service was very good and informative, and at the end no pressure to purchase at all, it was at the temple street Birmingham store, Lorna and Emma were most helpful, informative and professional , credit to the firm 5*”

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 6 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 6 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 6 years ago

“Bought Ray-Ban sun glasses online , needed to ajuste to my face , went to Specsavers first they turn me down, went to optical express, a lovely guy name Aaron, very friendly and professional adjusted my sun glasses perfectly. Would recommend, I’m thinking to have my contact lenses order from optical express. Great attitude, friendly and very professional ,Thank you Aaron.”

Helpful Report

Posted 6 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 6 years ago

Optical Express is rated 4.7 based on 4,222 reviews