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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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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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 booked a free, no-obligation consultation with Optical Express through their website, fully agreeing to their terms and conditions. A few days before the appointment, I received a call from them informing me that, because I am over 45, I was not suitable for laser eye surgery. They then tried to upsell me lens replacement treatment. This would be performed in Glasgow at a cost of over £6000. I didn't want my lenses replaced. They said they would not proceed with the appointment and agreed to cancel it. What they didn’t mention during the call was that they would still charge me £50 for a cancellation—despite the cancellation being at there advice because they would not offer me the laser treatment. This fee came as a complete surprise and was never communicated on the phone. This feels incredibly misleading and unfair. If there’s an age restriction or cancellation fee policy that applies even when they cancel the service, it should be clearly communicated upfront. I expected better transparency and professionalism. I am happy to remove this review if Optical Express does the right thing and refunds my money.I would strongly advise others to be cautious when dealing Optical Express”

Helpful Report

Posted 1 month ago

“BEWARE TERRIBLE PRACTICES £50 Deposit NON REFUNDABLE !! I booked an appointment with the Glasgow Branch under the understanding, I could choose form Laser surgery or lens replacement. I was given cost for Laser, starting at £1495 per eye or a fixed price of £2000 per eye for Lens replacement, I was asked for a holding deposit of £50 which would only be taken out my account if I failed to turn up on the day, which seemed fair enough. 3 Days before my appointment, I received a call to confirm I would be attending, at which point, I was also advised I would only be suitable for Lens replacement due to my age 57 and that the price for that, STARTS at £1995 per eye, however, could be as much as £11,000 for both eyes. After thinking about the misleading information I was originally given, I decided to cancel my appointment and was advised by Brian, I would be charged £50 to cancel. I tried to explain I was told the £50 would only be taken if I failed to show on the day, to which he replied, its company policy to still charge the £50, however, he would pass to customer services to review.”

Helpful Report

Posted 4 months ago

“I had both my eyes lenses replaced approximately 12 years ago. Costing over £4000. I never got on with the replacements and kept going back for check ups as I kept seeing blurry vision and double vision, for the first 18 months I was told your brain needs to adapt to the new lenses. 12 years on now and I have kept going back to see optical express, I was told to take 3 eye tests and they would let me know where and when, I went all over the country to these appointments, I kept getting told I needed glasses, I refused as I was told before my operation that I would never have to wear glasses ever again. It turns out now that I have to wear glasses because optical express wanted another £4000 to do laser correction. Be very carefully using this company as I am nearly blind now, I cannot drive, I cannot see products in a supermarket. Strange they have a get out clause in the small print that anything that needs doing should be done in the first 12 months of surgery, funny I was told my brain needs adjusting for the first 18 months. Be carful make sure you read any small print before signing or paying any money, they are rip off merchants.”

Helpful Report

Posted 9 months ago

“Had an issue 6 months in told had to pay £100 or hy will not see me”

Helpful Report

Posted 10 months ago

“I paid £500 as a deposit for Lens replacement surgery but after careful consideration I decided that I no longer wanted to go ahead with it. I am within my 14 day cooling off period so I emailed requesting a refund of my deposit. I was then informed that £250 would be refunded into my account in 28 days and the balance would be a credit at Optical Express. During my consultation I was informed that should the surgeon deem me not fit to have surgery then my deposit would be returned but no mention of a credit on account at an optical express or part refunds. I don’t shop at Optical Express and never will so why do they think that they can keep my hard earned money that was a deposit not a return of an item and decide that I can only have a credit at their store. The level of service is disgraceful and they should not be allowed to make decisions on my refund money as they see fit. I will never recommend Optical Express to anyone”

Helpful Report

Posted 11 months ago

“I had a surgery Lasik Idesign on both eyes ,after that I still need glasses...I contact them many times and no decision yet..I try to request money back the answer is ,,we will call you back later" !Before I done the surgery offer was 20/20 vision or money back!”

Helpful Report

Posted 11 months ago

“I made the worst decision of my life by using Optical Express. I had Len’s Replacement surgery January 2023. This was not great with blurred vision and glare. I was then told that too many cells had grown over the lenses, meaning I needed YAG. I was told this would rectify the problem. After having YAG my vision was no better. I once again contacted Optical Express and asked for my eyesight to be checked. That’s the easy part! I saw the Optician at their Newcastle branch who told me that the prescription of the lenses had been the incorrect prescription used. She said she did not know how this could happen, as the machines calculate the prescription. I then had to wear a contact lens for a week with the new prescription to see if this improved my vision, which it did. I was told I needed LASIK to correct the vision. You then have to go through their delaying tactic of waiting 4 weeks for head office to agree to the procedure, then another 6+ weeks before the actual surgery. All the while your guarantee is quickly reducing. I had the lasik - not great, my right eye , my dominant eye had gone from a plus to a minus prescription( refractive surprise), meaning I could no longer see in the distance, meaning I could not drive easily. Complained again to Optical Express who are dismissive and rude. They tell you basically you do not have a leg to stand in, as you sign to say you know the risks. I then had to see their optician again, and wear another contact lens, just the right eye this time. At the point of removing that lens, I was told by their optician that they couldn’t do anything else for me, and that I just had to get used to not seeing clearly! I was very upset as you can imagine. I complained yet again, and got told that I would need to see a surgeon of theirs to decide what could be done. You go away again, and go through the lengthy referral process again, to be told this time, the cost to see the surgeon will be £200. Flabbergasted is a polite way of saying how I was feeling! After another 8 weeks of fighting them, I finally get to see a surgeon. My appointment being 2 days before my guarantee ran out. I had got them to extend the guarantee, but only by 2 months! On my way to see the surgeon, after two and a half hours drive into the three and a half hours journey, they call me to say the surgeon cannot see me today, and to return tomorrow! I flatly refused, and still turned up to their Newcastle branch. I saw the surgeon who told me that I now needed Lasek to correct the refractive surprise in my right eye. I then had to wait whilst a member of the staff contacted head office to see if I could have the surgery free of charge. They agreed and my surgery was booked for 8 weeks later! I had the Lasek 3 days ago, and am waiting to see if this has worked or not! Optical Express do not care about you or your vision. All they care about is the money! You mean nothing to them. Their after care is poor, and they treat you like a piece of dirt. I genuinely have made the worse decision of my life by using Optical Express. They are dismissive of you and your complaints Please please please read multiple reviews before you decide to have surgery on your eyes!”

Helpful Report

Posted 1 year ago

“I suggest you all do the homework before visiting optical express. I was treated appallingly. Made to cry. Telling me I just have to get used to the final outcome, of not seeing through the whole of my eye. They prolonged the time to of correcting this so it ran after the year garentee stage. So ending up paying again. Which I couldn't afford. So now I have to live like I'm submerged in water at the bottom of my eyes. I did get a solicitor that said I had a case, but with all the stress, it's now on hold. Please read all the negative forums for this clinic.”

Helpful Report

Posted 1 year ago

“BEWARE Following my initial assessment at Optical express Dumfries I payed £500 deposit towards lens replacement surgery where I was told the results from surgery would not be 20/20 vision but a definite improvement and remove the need for contact lenses. I was then sent to Glasgow to discuss my procedure with the surgeon and was told this would not be the result and in fact my near sight may be slightly worse. He advised me to take some time to think about things and if I decided not to go ahead then I would receive my deposit back. I decided £7500 was a lot to pay for no improvement so decided to cancel. Optical express have refused to return any money to me and I was advised to go through the complaints process. I Don’t know how they can do this to customers, it’s obviously all about the money for them.”

Helpful Report

Posted 1 year ago

“I wish I read the reviews before my surgery . I had my lenses replaced 2 years ago it’s the worse decision I’ve ever made . My vision is blurry all the time especially at night , can’t drive . I have to put drops every day including gel at night . I have to keep blinking after exercise. Now my eyes sore every morning. Very depressing . it’s affected me mentally. Each time I go for my check up before I hear same things all over again . I worked so hard to save up to get it done . :(((”

Helpful Report

Posted 1 year ago

“Booked an appointment - was followed up with numerous texts and calls to remind about the appointment and being on time. Arrived 15 minutes early and took a seat in the waiting room. An hour later no-one had been to see the patient, provided any explanation as to why there was a delay or when he was likely to be seen. Given that we were paying for this service, it was not what we expect from a private consult. Wife works and runs the reception and booking services in the local NHS and would not accept this from NHS staff. Left without seeing anyone or any apology.”

Helpful Report

Posted 1 year ago

“Booked appointment at Carluke branch and received a phone call asking why I’d booked the apptment from a very unpleasant woman. Explained that my previous prescription didn’t feel right so wanted to go to another shop as I need new glasses. Met with resistance and refusal to see me as I should return to original shop…..apparently you have no freedom of choice and cannot change optician. Again I cannot tell you how unpleasant this woman was and she made me feel I was doing something wrong instead of just wanting to get a pair of glasses! Horrible experience”

Helpful Report

Posted 1 year ago

“THEY RUINED MY EYES! Stay away from this company. They ruined my eyes and won’t even see me for a follow up appointment after all of the money spent.They damaged my eyes and I’ve been trying to contact them but they insist on a diagnosis of untrained telephone “customer service representatives” who “triage” you with questions- no doctors.This is how they do business - they destroy your eyes then non medical professionals claim over the phone what the root cause is then extort you for money if you want to see a doctor. Avoid them AT ALL COSTS. THEY WILL DESTROY YOUR VISION by leaving excessive amounts of scar tissue that prevent you from ever seeing well again. It’s not worth it! I tried contacting them and they tried extorting me for more payment without even having a doctor confirm what’s wrong. A real practice would be more worried about the quality of their work and just see you. Furthermore they breached GDPR by posting my private medical details online. AVOID THEM.”

Helpful Report

Posted 1 year ago

“Ordered 5 days ago, never turned up. Contacted Optical express and have had no word from them other than an automated response. Terrible service. I would like a full refund now!”

Helpful Report

Posted 2 years ago

“Ordered contacts a week and a half ago still no sign of them,emailed optical express to ask when I'd get them,got email saying someone would get back to you within 3 days,still no response,asked PayPal to step in still nothing have now had to escalate to a claim to get my money back as Ive had to order them from somewhere else, wouldn't expect this level of service from a major high street optician,shocking”

Helpful Report

Posted 2 years ago

“i went through the tests and was advised that i was suitable for lens replacement. on the day of the operation, my surgeon advised me that he didnt believe it was in my best interests which i respected. I had paid £7,200 in advance. My problem has been communication in relation to getting my money returned. I was told on the day to give it two weeks and if I had not heard anything to call. I called after two weeks and was told to wait another two weeks. When I pressed for clarity that it would be a full refund I was told to just wait. I accept processing refunds takes time, but a month is stretching it and not knowing the amount is also unreasonable. Currently I am none the wiser on how this will progress.”

Helpful Report

Posted 2 years ago

“Untrustworthy take your money then won’t return it for a month surgeon at Cambridge refused op after keeping me waiting’s over an hour with no valid reason can’t go elsewhere as their holding my money 30 year career over seeking legal advice”

Helpful Report

Posted 2 years ago

“Reading glasses ordered and delivered to shop 2 weeks + ago. They were not correct so I was offered a retest or refund. I choose the refund. I phoned 2 days ago and was told refund would be in my bank today. No refund so I phoned and as usual the advisor couldn't advise what the problem was and said someone would call. As expected no call. Just the same as all the rest. Just don't care.”

Helpful Report

Posted 2 years ago

“Unprofessional. Optician very Curt & miserable. Receptionists seem to be clueless & couldn’t care less attitude.”

Helpful Report

Posted 2 years ago

“lenses still not arrived and no contact saying even been sent poor service even customer services could not help”

Helpful Report

Posted 2 years ago

Optical Express is rated 4.7 based on 4,214 reviews