“Had my eyes lasered in 2011 cost over £4000 . but before I committed I was concerned about after care should I need them re done in the future , I was told in the Newcastle store that all after care was free for life and should they need re done when I was 75 they were free. So peace of mind !!!!!! Not so as I needed some eye drops and was told to pay as I had no proof of what I was told they said after a certain date it changed don't be ripped off , my eyes are still 20\20 luckily enough”
“In the Spring, Optical Express St Vincent Street (Glasgow) refused to give me laser eye surgery as my prescription had changed by a whole diopter since the initial consultation in Braehead.
But they would not return my £1000 (yes, one thousand pound) deposit.
At the start of Ocotober, I went for another consultation at St Vincent Styreet, and this time they confirmed that I was not a suitable candidate for eye surgery, as I have had it before and my corneas are too unstable. I was happy with this, and they promised to refund my deposit. Although I do wonder why they ever pretended I WOULD be suitable, as I mentioned my previous surgery several times
It is now over 8 weeks later, and they still will not refund my deposit - one excuse after another
- you have to wait 30 working days
- there's a backlog in the refund department
- we can't return your money without doing certain checks because we are a medical service provider. What checks? We don't know and can't find out
- our systems are down
They may be technically very competent, but their business practices make them look like the worst kind of cowboys.”
“Please think twice before committing to eye surgery with Optical Express. I have experienced a less than satisfactory outcome, poor customer service when trying to express my disappointment and finally to add insult to injury when I have followed their complaints procedure I have received quite a long winded clinical response which ends by stating that they are closing the complaint without even letting me discuss the matter further. Your decision!!!”
“No improvement to my sight. When I complained after 8 months of drops I was told either get glasses, contact lenses or have surgery in your other eye. Shockingly bad customer service when faced with a complaint.”
“take a witness with you as they are very selective with the truth and write everything down , i was in total agony for some time and nearly a year on an i take drops and use wipes every day . had to buy glasses within months of treatment .as for there head office it is impossible to get a straight answer they pass the buck and just ignore you if they don't have a answer . stay away or be prepared for major pain and a lot of stories”
“Entered a competition for free eye surgery. They now call me every day trying to get me to pay for it. Spoke to a lady the other day and explained I am not paying for it. She then put the phone down. GREAT CUSTOMER SERVICE..NOT
I would never let them near my eyes and they are obviously not very good or they wouldn't have to keep calling people to get customers! Good companies let the customers contact them.”
