February 2024 by Michael Bell
Really disappointing experience with Optical Express in trying to get a refund. Customer services advised that they would give the refund but it never came and then customer services stopped replying to emails. Last resort was to start small claims court action against them, and surprise surprise they settled the claim. So if they owe you a refund and you're not getting anywhere with them just take it straight to the small claims court. Needless to say, they have lost any future business with my family, all for the sake of £25!
April 2023 by Steve Buckenham
Had implant removed from right eye new one put in.two operations later eye still not correct.waiting on optical express for four months to correct there mistake.phoned and was told paperwork was just waiting to be signed.phoned again still under review just liars.
November 2022 by Paul .gardner
Took money straight away refused treatment even tho on nhs list and optegra had cleared me went with these as quicker and nearer refused for no real reason will now take 28 days to get money back as I?m on a tight deadline looks like 30 yr career down the panAvoid
September 2022 by Jackie Roberts
My grandson was told he had to pay full amount up front before laser treatment. He did this and went for surgery a few weeks later. Told to wait, 3 hours later they said that they couldn?t do the surgery! They would process the refund in a few days, 3 weeks later , still no refund and being passed from one phone call to another. The last person telling him that it would be paid back in instalments!Edit. Thank you for replying to my review with number to call and speak to ?experienced? staff.Made the call, still no refund. 28days! You had the money in advance, you cancelled the treatment. Why does he have to wait for his money when you haven?t supplied the service he paid for ?
March 2022 by Gymmen Poland
First class service
March 2022 by ANTHONY COLDER
Very friendly staff
March 2021 by Marie Oakes
Great staff teamwork professional
April 2020 by Phelim Brady
Avoid at all costs didnt pick up that i wasnt suitble candidate for ILAZIK until the day of my Surgery after being told on multiple occasions i was wasted days of work and travel expenses. Now have to Wait 28 working Days for refund.
March 2020 by Ben Lowe
Last year I paid for laser eye surgery with Optical Express.I agreed to the surgery as part of Optical Express' offer of "20/20 vision or better, or your money back" scheme. I was told I had a very good chance of 20/20 vision, although it was not guaranteed. My rationale was that I'd either have 20/20 vision ( my preference) or at worst, improved vision and a refund.From the outset, the staff I dealt with at Optical Express were incompetent, at every level.Firstly, after a screening at my Nottingham branch on the 21st May, I was given the go ahead for surgery. I was given a date, paid my deposit and told nothing else was required. I booked time off work to suit. I was then telephoned to be told I had to go back for a meeting with the surgeon, but I'd have to travel to Sheffield for this. This was mildly inconvenient, but gives you an idea of the lack of organisation.At my Sheffield meeting, I was asked by the manager of the surgical area about my epilepsy. This was odd, as I've never had epilepsy. In hindsight, I strongly suspect they had the wrong details for me. After meeting the surgeon, I was asked to sit back in the waiting area, where I was left for nearly 2 hours until I queried, at which point they said I could have left 2 hours ago. Again, nothing that serious, but this demonstrates the calibre of Optical Express staff perfectly.After the surgery date, 13th June 2019, I spent a few weeks recovering. Once the pain and discomfort subsided I was faced with two issues. Firstly my eyes were extremely dry. This was a side effect I was fully aware of. Secondly, my vision was blurry and I couldn't see properly. I was told this would improve over a matter of weeks or months and was given an assortment of eyedrops.Since then, I have been to three appointments with Optical Express, all of which raised concerns about how poor my eyesight is. All I have been given is more eyedrops.Since the start of 2019, I have become more and more concerned that my vision is not improving. I have made well over a dozen phone calls to Optical Express customer services, each of which has been met with a promise of a call back by a senior person.At my final clinical appointment, at the Lincoln branch, I was promised my case would be reviewed by the surgeon, who would "be in touch shortly". This was 4 or 5 months ago now and he has not contacted me. I am being treated with utter neglect. I was entitled to 12 months of free care after the operation, I suspect the surgeon did not contact me during this time so as I'd have to pay for any future work. I cannot afford this so I requested a refund, as per the agreement I signed up to.Exasperated, I made more calls to your customer service. On the 20th June I was promised an "urgent 24hr callback". This did not materialise. On the 3rd July I was put on hold for 15 minutes, only for the phone to be hung up on me. Again, at best this is incompetence at EVERY level. At worst, it's contempt for my health.I called back that same day, and spoke to a manager named Steven Hunter, who outwardly empathised with my story and apologised. He promised to personally take charge of getting this sorted and would be in touch very soon. I have heard nothing. Not one call, one email or one letter from him since the 3rd of July.The only competent person I dealt with during my whole experience was the woman who quoted me the price of the surgery and took my money. She was slick, professional and did not make any mistakes or delays in handing me the card machine.I am at my wits end. I am escalating this complaint to you in the hope of an explanation of each of these problems and failures, details of what is being done to ensure they don't happen again and finally; a refund for the cost of my surgery so I can pay to have my vision corrected elsewhere.In dealing with these issues, please consider how you would feel if you couldn't see your childrens faces clearly and nobody cared! I am livid!Yours SincerelyBen Martin
January 2019 by Joanne Miller
Fantastic service in the Cambuslang branch young blonde girl (sorry didn?t get her name was fantastic with my husband who has a form of dementia that affects how his brain interprets what he is seeing she made my husband feel welcome relaxed and included. The optician Karen was very knowledgable about His previous history and was extremely patient and understanding. I would not hesitate to recommend this branch and would like to thank them for their brilliant service you have a fantastic team in your Cambuslang branchJoanne and William Kerr
January 2019 by Joanna Stanhope
Positively terrible, lied to about service times from the very first point of contact, my advise would be to use any one of the number of their competitors.
January 2018 by Charlie Wheadon
These people are terribleThis is the letter I had to send to my credit card companyOPTICAL EXPRESS EXETERDear SirsThe reason I have asked you to help with this dispute is because this company seems to be the most dishonest people I have ever had to deal with. They have now told me the matter is closed and won't answer my calls. I feel I have done everything I can and it is now nine months later with no resolution.I did speak with your disputes team and informed them back in May.I had a consultation with Optical Express in February and decided that I would like to go to the next stage in the process of having eye surgery. In order to do that, they asked me to pay a £500.00 deposit. They explained that it was fully refundable and pointed out that the T&C's stated that. I paid by card which had to be processed at another location and I agreed to that as long as I got a receipt.I have requested a receipt but they refuse to give me one.The T&C's state, and I quote.(If for any reason, following discussion with one of our Refractive Surgeons, you decide not to proceed with treatment, all monies paid by you will be refunded, excluding any Refractive Surgeon appointment fee.)After the free Refractive appointment in Bristol I decided that I wouldn't proceed and consequently asked for a refund. The response was that because I hadn't cancelled within 7 days I was not due a refund.I have been back and forth with emails and phone calls asking them to explain the reason for ignoring the contract that I signed and had a copy of, but they refuse to acknowledge it, instead emailing me new ones which now say something different. They offered me a voucher to the value of £500.00 but I have lost any respect I originally had for them and wouldn't want to go back to them for anything.I have asked numerous times for a copy of the contract that I signed but they just ignore my request and keep saying I have the wrong version.They finally asked me to go to the store with my copy of the T&C'S so the personnel there could copy them and send to the customer services in Glasgow, after another long wait I had a very long badly written email saying sorry the matter is closed, which was surprising because the staff at the store had indicated that it would be all sorted and I would receive my refund. I still have not had a satisfactory explanation as to why they won't honour their contract with me.They must do this a lot, I have found subsequently lots of complaints about them and even Radio 4's consumer program warned about their tactics reporting the exact same problems.I have all the emails if you need I can forward on to you.I have enclosed printed copy of the T&C'sI am happy for you to have the original if you need.I will also be seeking compensation from OP for the stress that this has caused me.I look forward to hearing from youYours SincerelyC A Wheadon
