Optical Express Laser Eye Surgery & Opticians - www.opticalexpress.co.uk

Optical Express Laser Eye Surgery & Opticians - www.opticalexpress.co.uk
★★★★☆
4.2
82.0% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

Summary

''The Optical Express Group was founded in 1991 and is now a world leader of selected healthcare services. The Group covers optical stores, refractive laser eye surgery and dental clinics, state-of-the-art medical hospitals and cosmetic treatment centres.''

Media Gallery for Optical Express Laser Eye Surgery & Opticians - www.opticalexpress.co.uk

Refine your search

Latest Reviews

“Unreliable”

★☆☆☆☆

written by clare3000 on 14/07/2023

Don't use Optical Express. Hard sales, take your deposit and then constantly cancel your surgery with flimsy, untrue excuses. Find another company.

Clare3000's Response to clare3000's Review

Written on: 14/07/2023

By the way, they want to keep half of the deposit despite the cancellations by them ........ ha ha ha.

Reply to this comment
Was this review helpful? 0 0

“Ineffective Laser Eye Surgery by Optical Express”

★☆☆☆☆

written by 1019369-1 on 10/01/2022

To whom it may concern, I would not recommend Optical Express for laser eye surgery. Optical Express inappropriately and recklessly recommended iLASIK to me as my sight prescription was unstable and unfit for the iLASIK procedure. I was very young at the time (a recent university graduate) and vulnerable to their promise to correct my short sightedness. Their recommendation was not only negligent but an abuse of Optical Express’s duty of care. Had I been properly informed of the risks – I would have never opted to undergo this surgery. I have been taken advantage of and exploited for what is to me a large sum of money – as I have now had to start wearing glasses, only 4 years after having the laser eye surgery. I would like to offer to anybody who is considering underdoing Laser Eye Surgery with Optical Express and would like to hear about my experience, please don’t hesitate to get in touch. Thanks,

Was this review helpful? 1 0

“Cancelled my surgery on the day still not received refund ”

★☆☆☆☆

written by antonyburton89 on 13/03/2020

Had my consultation at Leamington Spa, Bedford St on 04/02/2020 They took my £1000 deposit and signing me up for finance (**to date, still not had my deposit back or my finance cancelled) So I was "qualified" to go ahead they scheduled my surgery for 5th of March 2020 at Birmingham Temple Street to have Lasek idesign on both of my eyes for £5590.. . I put down £1000 for the deposit and the rest would be paid with finance. My surgeon discussion via phone was brief With a Dr who just told me the basics. The day of the surgery comes. After the pre surgery tests were completed, I was then walked into see the Dr. He in short basically said the results at my pre- consultation did not match the results they had taken today and that my eyes were not suitable and I could not continue and would get a 100% refund. I was told I’d receive a phone call the next day but I heard nothing.... so I phoned them instead I eventually was passed on to a Sales Manager. Again in short said I would get a 100% refund because it was them who cancelled. Still waiting... So Sent emails to the Sales Manager and customer services for a update regarding my £1000 deposit refund and the £4590 finance that still needs to be cancelled! It's now 13/03/2020 and again still waiting for a response.. Customer service is shocking. No refund receipt and no proof they have cancelled the finance. They are illegally holding on to my £1000 deposit. I'm currently receiving/seeking legal advice and preparing to go to small claims court Please avoid this Company at all costs! I will update this review and change my opinions if optical express refund me what I'm owed and cancel my finance.

Was this review helpful? 0 0

“Fantastic service Barnsley ”

★★★★★

written by Fowler134 on 27/07/2018

fantastic service at Barnsley thanks . Efficient,friendly, helpful

Was this review helpful? 0 0

“Deposit and Refund”

★☆☆☆☆

written by Ireland374 on 24/11/2017

I had an appointment at Optical Express in Bluewater. They were very unorganised and I ended up waiting for ages as were others. I passed the tests and was suitable for lasik and paid a £500 deposit, and was informed that I could pay the balance after my telephone consultation. A few days later I received a call requesting the balance even though I hadn't received my telephone consultation, which I refused to pay. When I had my telephone consultation a few days later,I was then informed that the lens replacement would be better (and £2,000 more)and was told that lasik now wasn't suitable. I then cancelled my appointment as I was not prepared to pay more money for something that I hadn't wanted in the first place. I was informed that it would take up to 28 days for a refund. I had to make several calls chasing my refund, and was told that it was 28 working days, strange that money can go straight from your card to them but you have to wait so long for the reverse. Well 28 working days equates to nearly 2 months, which is an absolute joke. I have had to make yet more phone calls even though they are well over the 28 working days and am still waiting. Bad company to do business with, my wife had her eyes done at Optimax and had no trouble, so I am going to have my eyes done with them. Be very careful about leaving a deposit and having the hard sell to go for the most expensive treatment. Good luck

Was this review helpful? 3 0

“Optical Express, any good? who knows”

★☆☆☆☆

written by ShortSightedMark on 26/10/2017

Having had my initial consultation back in September at which I was advised that I was suitable for Lasik treatment. I booked the procedure for 3 November and my telephone consultation on Saturday 21 October. 15:30 to 16:30. I sat by the phone until 18:00 but had no phone call. I went out and at 20:00 the surgeon rang and left a message on my answer machine. No apology, just said he would try again either Sunday or Monday. Sadly, no phone call was received. So I rang the 'Customer Care' number and eventually spoke to someone from another department as there was no one available in Customer Care. They first suggested I booked another date for my procedure. When I pointed out that I had booked time of work as had the person who was going with me they said someone would ring me between 14:30 and 15:30 today at work. Needless to say there was no phone call. I rang them again and I was assured he was running late but would ring me today. I cleared my diary and sat by the phone until 16:30 at which point I had to leave the office for another appointment. Now I will have the task of getting my deposit back. Should be fun. What a shower they are. One other thing I noticed when having the initial consultation. The PC they were using was running Windows XP. So much for the £350m they claim to have invested in their facilities. They are pushing your personal data around a network that is not secure. There's customer care for you.

Was this review helpful? 2 0

“Awful!”

★☆☆☆☆

written by SaraMT on 12/10/2017

I have been a customer of Optical Express for some years now and in that time, I have had numerous problems with the appalling customer service. My most recent experience has been the worst however. I received my latest batch of lenses in September. Prior to this I had been experiencing headaches which I put down to working in front of a computer and driving a few hours each day (with a young baby in the car on most occasions). I had assumed (wrongly) that my lenses couldn't be the wrong prescription given that I had my last eye test with OE within the last year - at which point I was told my prescription had changed and my lenses would be updated. The lenses I received in September, specifically the left ones, I could barely see out of. I didn't know if there was an issue with the lenses themselves or the prescription but either way I decided at that point that I needed to see another optician, given the copious problems I have had with OE. Upon doing this, I discovered that the prescription for my left eye is not -7 as they had been sending me but instead it is now -10. I can only assume that despite the prescription change at my last check-up they have continued to send out the same, out-of-date prescription lenses. I'm only sorry I didn't seek a consultation with another opticians sooner. Not only has the poor service I have received in the last few years at Optical Express caused me considerable stress and anxiety but it has actually damaged my eyesight and worse, could potentially have put my child at risk. I have since cancelled my direct debit and would discourage anyone from using the company.

Was this review helpful? 1 0

“Steer clear ”

★☆☆☆☆

written by Marilyn353 on 21/09/2017

I had my eyes lasered with optical express in cork! There an absolute joke!! Iv had years of blurry vision and dry eyes after being promised aftercare and now there trying to charge me 70euro for an eye test I was told I wouldn't be charged for ! My laser didn't go to plan andsy vision was blurry but I got pregnant afterwards and I went over my years gaurentee but I was told that wouldn't matter they'd look after me!! It's just stress and worrying!! Don't choose optical express it's such a huge risk your taking! It's the biggest mistake I ever made iv blurry itchy dry eyes ever sine! And there just a heartless company who only care about money

Was this review helpful? 2 0

“Why Bother with appointments”

★★★☆☆

written by b12ywe on 18/09/2017

After 4 visits I was not seen less than 15 minutes after the appointment time. On one visit after waiting 35 minutes without any contact or indication that I was going to be seen. I asked at reception how much longer I was going to wait. After checking with the optician the receptionist told me that the optician would look at my notes and call me through in 10 minutes. The cost of my treatment is just under £7000 for this amount I feel that my time should not be wasted hanging around in a waiting room full of other people just waiting. The staff that I saw walking around or sitting in reception all seemed to be on a break, no-one seemed to be working or talking about work

Was this review helpful? 3 0

“Optical Express-HORRIBLE aftercare service”

★☆☆☆☆

written by albert.cheung on 06/09/2017

I had a bi-focal procedure done at Optical Express, Westfield W12 in August 2016. It went well. I had a few aftercares (eg first week, first month, bi monthly etc) there or the Uxbridge branch. my last check up was in Feb 2017 and I was told by the optician there to return after 6 months for the final check up. Recently when I called to have my LAST check up booked(part of the 12 months agreement) I was told I had to pay £50 because I missed the last 3 monthly check up after my last check in Feb 2017, on the say so of a staff's note from Westfield. I told the so called customer service rep from Scotland somewhere that it was a complete lie, as I was told to return in about 6 months time to have the final check up. I was furious that someone in Westfield wrote the note in their file that I should have returned after 3 months and since I missed it my final check up is null and void unless I pay £50. This is so pathetic of Optical Express, that after I spent over £5,000 to have the procedure done and for them to lie to deny me the final check up and just wanted the £50 extra. I will not have my final check up with Optical Express not just because of the £50. It is more on principle that they lied and the customer service rep was not customer focused at all. I think Optical Express deserve a two fingers salute from me. If you want anything done with your eyes, think twice before you commit yourself to Optical Express. Their customer service is diabolical and pathetic. Their staff in Westfield lie also and this Scottish customer service rep does not seem to have any common sense and to believe what was written merely by a member of Optical Express staff. If she does not take into consideration of the customer, what is the point of having a customer service. She should have looked at the trend of my previous appointments that I kept religiously. After all, it was my eyes and I would not have missed any recommended appointment for anything.

Was this review helpful? 1 0

“Amateur company. Avoid.”

★☆☆☆☆

written by M61Vulcan on 18/07/2017

My mother has a cataract and the NHS wait was months away so I looked into going private. After looking at several web sites I contacted Optical Express. Their site says cataract operations from £1,995 per eye. Notice the “from” After filling out their web form they contacted me and we discussed arranging for one of their free consultations. As I live out in the far west of Cornwall their nearest place was Plymouth, so I agreed to go there. Then I was told that it was a small office and wasn't open at the moment and we'd have to go to Exeter. And the price was now from £2,400 or so (I didn't make a note of the exact price, but was surprised at the sudden jump). I said I'd discuss it with my mother and asked him to call the following day. He duly called back and had news that Plymouth were now booking, but when he went to make an appointment all the dates had been taken. So I agreed to go to Exeter, then he told me we'd have to go to London for the actual operation. He later was able to confirm after double checking that the operation could be done at Exeter. When the appointment confirmation email arrived I saw it was at Plymouth, not Exeter. I phoned to double check and on the due date we went to Plymouth for the consultation. After having her check up with the consultant my mother was told the operation if she went ahead would be in Bristol, not Exeter, and would require an overnight stay. Oh and the price was now from £3,700, but there was a £300 deduction on the form for no reason as far as I could see. Also, because of my mothers problem with her other eye the surgeon might not go ahead with it anyway once we got there. I thought that was the reason we went to their consultation to get these things sorted out before hand? As you can imagine after this fiasco we didn't go ahead. What a way to run a company! Cataract surgery is a delicate operation but also a very common one. A company like Optical Express must know how much the lens costs, how much surgeons time, on average, it will take and how much the operating room costs for that length of time. I see no reason why they can't advertise a price and stick to it.

Was this review helpful? 0 0

“WARNING!!!!! PERMANENT PAIN!!!!!”

★☆☆☆☆

written by Pierce439 on 30/12/2016

Hi I had my left eye lazered nearly 2 years ago, I was told to rest my eye and put the drops in which I did to a tee. The 1st week was horrific!!!! You don't realise how much you use your eye balls when waking up till you have had laser. Your eye moves 1st then your brain catches up a few seconds later, by then your eye is in excruciating pain!!!! Omg I'm a strong lady, but it feels like your eye has just been scratched out, and your eye ball has been ripped out, I managed to put drops in then the pain starts to ease after about 10 mins, it get to stage where you dread I mean really dread waking up in the mornings, this was supposed to ease after 2 weeks nearly 2 years later this happens to me 2/3 a month, this morning the eye drops did nothing and I was in sooo much pain, please please take my advice please put glasses on it's the worst £600 I have ever spent and the worse mistake in my life, my eye is irreversible and damaged optical express I hope you get shut down!!!!

Was this review helpful? 3 0

“Amazing”

★★★★★

written by Brendenl1960 on 10/01/2016

Had lens replacement surgery on both eyes on the 4th and 5th of this month down in Glasgow,what can I say absolutely delighted with the result,fantastic staff, very friendly and helpful, my eyesight is a dream come true,glasses have been dumped for good and we only came home on Wednesday, worth every penny,I would recommend Optical Express to anyone.No pain whatsoever and very quick,never ever thought that I would have such perfect vision, very true saying(your eyes are the windows to your soul)on the down side I can see the dust in my house now,hahahaha Thank you all so very much at Optical Express at Aberdeen and Glasgow.Xxx

Was this review helpful? 1 0

“Where to start...”

★☆☆☆☆

written by Frost286 on 09/01/2016

On Saturday the 14.11.2015 I I had my free consultation done for Laser eye surgery at your Norwich branch, and I came away very upset and angry from the experience. First of all the store wasn’t up to standard, It was scruffy and dirty. The staff where relatively polite, but the optometrist had her mobile phone out and disappeared when I was made to watch the video. I felt this was unprofessional. Also when I was with my care person people kept walking in during the initial chat, test and summery. Secondly, whilst I was recovering from having the eye drops the carer made feel pressurised into deciding to go ahead with the surgery. When I can’t see I feel very vulnerable and needed time to think about having this expensive procedure done. I felt like I had to put a deposit down or I wasn’t allowed to have the surgery. After going home I proceeded to cancel the surgery, I asked for my money back, I thought this would be immediate, but I was told that I had to wait 28 working days for this to happen, which I was not impressed about. The branch manager said she’d call me back after speaking to her regional manager, seeing if she could get the deposit back to me that day, but Becky didn’t call me back immediately like she promised, I called her after an hour. I was suppose to get my deposit back on the 24.12.2015. 2 phone calls later I have been told the deposit has been processed, but no sign of it in my bank account. Be warned, if you change your mind they will hold onto you money and do not give you a reasonable response to complaints made. I will wait until Monday, if the money isn't showing in my account by then I will be going to a small claims court. I am very unhappy with Optical Express.

Was this review helpful? 1 0

“Worst Ever Experience”

★☆☆☆☆

written by Breanna143 on 05/01/2016

Customer services staff convinced me to pay a deposit for a laser surgery when I had not managed to book a day off from work, but the guy I dealt with said the slot will I wanted to get the surgery done will be gone so I should pay a deposit and if my holiday is not authorised I can get a full refund. But guess what? This happened on 21.11.15 and to date I still have not had my refund. Upon ringing today I was told there is an xmas backlog and my money will not be refunded until 19th of Jan now! This is ridiculous. First of all the staff when taking deposit do not mention that a refund takes 28days to process and when I tried to explain this to the refunds team they said u had the terms, which sadly I was only given after the payment was taken off my card but accordingly to them I have still entered a contract (without being given the terms prior or having been informed about these terms verbally??) This is appalling! And more to that, 28days have gone but they want to delay the refund by another +2 weeks? And what compensation do I get? Nothing... This is totally unacceptable! Would not recommend them to anyone or use them ever again !! Also I am going to take this case further if my money is not refunded asap !! And this was is the experience just about my refund. Prior to this, I was very surprised with the prices I was quoted, at first they started off with a price ranging to nearly £5k for both eyes for a 20:20 vision which then got slashed to less than £3k when I said I could not afford it !! Nearly £2k discount given instantly? How they could afford it, or are there prices hiked up, just makes me wonder ?!! Please guys, all I would say is 'Beware'...

Was this review helpful? 1 0

“Obstacle Express more like”

★☆☆☆☆

written by on 01/01/2016

I decided to cancel my lens replacement surgery within 7 days of paying a £500 deposit. on 24th October (I had seen a great deal of negative reviews and a class action.) I was assured I would receive a refund within 28 days but after numerous emails and phone calls I have not received any refund or even been asked for my account details - now January 1st.From what I have read, this is standard behaviour from Optical Express. Next step is the small claims court or my solicitor. Which? has very helpful advice as they have obviously encountered this problem with Optical Express many times before. I would like to warn any prospective customer, this company will be super-efficient at taking your money but their after care service and customer relations department is abysmal.

Was this review helpful? 2 0

“Business Sharks - won't refund deposit as promised”

★☆☆☆☆

written by Hunter381 on 22/12/2015

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 bad

Was this review helpful? 2 0

“BEWARE NO LIFETIME FOLLOW UP CARE AS PROMISED”

★☆☆☆☆

written by Bond354 on 09/12/2015

I had lens replacement surgery with Optical Express 14 months ago. I was told before, during and after the procedure that there is a common side effect of build up on the back of the lens. I was told not to worry as this could be removed by laser surgery FREE OF CHARGE. Today at my annual check up I was told I have a build up of cells on my right lens and that I would be charged £400 to have it removed. When queried about it being FOC I was told that was only for 12 months after the surgery. I feel slightly hood-winked and misled - I would also like to know what percentage of patients this affects and how much profit this company is making on the back of these common side effects. Consider this carefully before committing to this treatment. I will be questioning how often I will need laser surgery now to keep this build up of cells at bay. If it's an annual thing then it would have been cheaper and safer to have continued to wear contact lenses.

Was this review helpful? 2 0

“Direct Debit Problems”

★☆☆☆☆

written by robmh on 05/11/2015

Rang customer services today to try to cancel my direct debit for contact lenses. I was told that I agreed to a 12 month contract extension when I bought glasses in the summer. This was not discussed. Optical Express profit off this because it is not worth the time or money to take them to small claims court.

Was this review helpful? 1 0

“Optical Express have the Worst Customer Services on earth”

★☆☆☆☆

written by on 01/11/2015

Recently told by DVA that my eyesight wasn't up to Vocational Driving standard so I contacted Optical Express (a few years post surgery).The response was "pay us £30.00" even though I was told originally that I would be entitled to free eye tests after surgery.The money in any case wasn't the issue. The issue was the arrogance of the Clinical Services Director SH who informed me by letter that my eyesight was good enough for Vocational driving; a man with truly psychic abilities. When I forwarded him written evidence of independent eye tests & written confirmation from DVA that my sight wasn't up to vocational driving standards, SH "invited me" to pay £30 Optical Express to be tested. No psychic abilities on that occasion. SH is a very arrogant man who should be sent on a Customer Service training course but perhaps Optical Express operate on the basis of "can only catch a customer once"?

Was this review helpful? 0 0

Our helpful community of likeminded people will be happy to answer any questions that you have.

Before posting your question please check to see that it has not already been asked.

Thanks for asking a question.

Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.

We will email you when the question is on the site

Asked by lindbar on 18th March 2016 Report this content
I had my treatment two days ago and my distance sight is still very blurred and can't drive. Is this normal and how long will it take to be corrected?

Thanks for answering this question.

Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.

We will email your when your answer is on the site

overview