Having been a customer for a number of years now, I attended for my routine eye test. I was called the day before to ask if I could come in 5 minutes earlier which I did. I was taken quickly for my preliminary checks and the girl who served me was very efficient and pleasant. Unfortunately I then sat for 20 mins (after my appt time) to see the optician and he/she/they didn't appear. No one came to explain that they were running late so when I enquired I was told they would only be another 5 mins. 15 minutes later and still no show. In addition to this no one came to apologise or explain. Its not the first time I have been kept waiting and this appears to be a common complaint reading other reviews. I am only giving one star as although the staff were uncommunicative, they were pleasant when I spoke to them and I did receive one 'sorry' when I explained that I could not wait any longer. Sadly I wont return to Vision Express. Customer service definitely needs to be reviewed.