Optical Express Reviews

Name: Optical Express
Rating: 4.68

4.7 Rating 4,213 Reviews

95 %

of reviewers recommend Optical Express

Company Reviews

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Metrics

4.7

Based on 4,213 reviews

Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 46%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3 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

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“I want to warn all people considering vision correction surgery at optical express to avoid it. The bad stories you hear are all true and accurate. I unfortunately had surgery at the Leeds clinic, was treated like a number on the day. It's like a queuing system to get the surgery, one in and one out system. The surgeon Mr Muhammad Kazmi spoke to me 20 minutes before the surgery and told me new risks which I did not have time to think through or reconsider properly. This was made worse by my anxiety which the staff told me they knew about but did nothing. Their customer service and complaints department is shocking. After I voiced my concerns I was able to speak to the surgeon in person again to demand why I did not have fully informed consent and the lack of duty of care given to me. Surgeon accepted his wrong-doing but refused to give a formal apology. Surgery Manager Mike Coyne who took my vision measurements (not qualified optician) was equally rude and unprofessional, interrupting my personal appointment with the surgeon at multiple times. He then threatened me to leave and then kicked me and husband out of the clinic. Didn't matter to them at that point as transaction was completed. Customer services response was as expected and that was they can't do anything. Please do not go to these people as they do not care about your eyes just your money and how quickly you can pay. They were so desparate to get my money before the treatment. The whole team work on a commission basis including the optician you see in your initial consultation. It is all sales. The surgeons themselves and staff wear glasses yet they advocate laser eye surgery which is bizarre. The company is very unethical and provides insufficient risk information to their patients. No wonder they all look so nervous and have so much to hide. Stick with your glasses as they never will disclose all the risks to you as they don't have to. You could be the unlucky ones and suffer for the rest of your life. Even though my vision is fine at the moment I am seeking legal advice due to the unethical way they have practiced and lack of informed consent. Do NOT gamble with your eyes you will never get them back. The laser burns your cornea permanently and this never grows back the same. The majority of the reviews here are by people with only 1 review on their account. I am highly suspicious of this as these don't appear to be genuine and the overexaggeration of positive reviews makes me sceptical.”

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Posted 3 years ago

“surgery on sat 20th feb 2021- (multifocal lens). I was so anxious before the surgery i nearly backed out but with the support i received from everyone at bridgewater i decided to go ahead (still very anxious to say the least). Everything was explained to me in detail and i had so much support from Chris. All i can say is excellent support and would highly recommend Optical Express for any eye surgery. After only one day i had better than 20 20 vision. Should have done it along time ago. Well worth the £7,200 i paid. I am so happy i dont have to wear glasses anymore. Thank you so much to everyone at Bridgewater, Manchester”

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Posted 3 years ago

“Had lens replacement 10 days ago in St Vincent st Glasgow . Very professional service from initial consultation to the operation . Staff were first class and highly informative . The results so far have been excellent and I look forward to more improvement in the coming weeks . I must commend Zavannah on putting me at ease throughout the process she was very reassuring and knowledgeable and I would have no hesitation in recommending her and the rest of the team . Thanks Guys . Drew ☺️”

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Posted 3 years ago

“Easy to order”

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Posted 4 years ago

“DO NOT HAVE LASER EYE SURGERY - WASTE OF MONEY!!! I have had laser eye surgery TWICE in the last 9 years lasek and lasik procedures. Now at the age of 33 after wasting best part of £3000 I am back to paying for prescriptions for glasses and contact lenses only to be told after an ongoing complaint that that Optical Express deem my surgery do be successful and that deteriation is due to age. I AM 33!!! Also, I have to use eye drops daily due to having dry eyes as a result of surgery! I WISH I NEVER HAD THIS DONE! Please think twice before having surgery. If I had have known this prior to having surgery I would never have gone through with it.”

Helpful Report

Posted 4 years ago

“I don't mean to give a bad review for the product but I've been trying to get hold of your customer service since 2 months with no luck! I got a wrong product deliver to me (monthly lenses instead of dailies) It seems that you reply to your online reviews so maybe you can follow up on my email please? Order number 5137”

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Posted 4 years ago

“Good price”

Helpful Report

Posted 4 years ago

“Some time ago my wife and I visited Optical Express for a consultation, my wife was told that it was in her best interest to have ocular implants, this was priced at £6000. Over the next week we compared the prices from their competitors and found quite a significant difference, in some cases the same surgery was as low as £4000. We were contacted by the Optical Express sales team who I told of my recent searches and price comparisons. The sales rep told me the reason Optical Express were more expensive was that their service included a lifetime guarantee that regardless of how many times it is needed or what ever is required there would “ never ever be any additional cost” . This was the selling point for me so I got the credit card out and paid. My wife has recently had some visibility problems so we contacted Optical Express and were told that such contracts were no longer issued and previous contracts were void. I contacted their head office to make my complaint known and were assured that they would honour the contract and would get their local clinic to contact us with an appointment, after three weeks passing and not hearing anything I contacted their head office I was informed that as they only kept telephone recordings for two week .. ( in this age of computer technology I’m very doubtful). They had no record of the call and were not prepared to give further treatment free of charge. This is an edited version of this issue as I don’t want to bore you. The punchline is .. DON’T USE OPTICAL EXPRESS.”

Helpful Report

Posted 4 years ago

“Do not use this company unless you are planning to go blind. I went there as I notice sudden vision changes in my left eye and they used their iScan top of the world £400 Million technology machine on my eye and they said my eye is healthy and nothing is wrong with it apart from my sight was going bad and I need a glasses. Which is far from true I was suffering from detaching retina which would made me go blind. Good that I had common sense and followed my gut feeling that this didn’t sound right, your eyesight doesn’t deteriorate suddenly it takes time. So, I took my self to Moorfiled hospital and guess what I was on the surgery the next morning and they managed to save my sight. I contact optical express after my surgery to make them aware that they misdiagnosed me and that they should investigate this to avoid this happening to others. After 11.5 weeks and chasing them they finally told me that they are not going to do anything about this. I am not the one to write these types of review, but my ethic won’t allow me to let this go either. So, If I were you I would think twice contacting optical express.”

Helpful Report

Posted 4 years ago

“I would choose 0star if I could. Do not use this company unless you are planning to go blind. I went there as I notice sudden vision changes in my left eye and they used their iScan top of the world £400 Million technology machine on my eye and they said my eye is healthy and nothing is wrong with it apart from my sight was going bad and I need a glasses. Which is far from true I was suffering from detaching retina which would made me go blind. Good that I had common sense and followed my gut feeling that this didn’t sound right, your eyesight doesn’t deteriorate suddenly it takes time. So, I took my self to Moorfiled hospital and guess what I was on the surgery the next morning and they managed to save my sight. I contact optical express after my surgery to make them aware that they misdiagnosed me and that they should investigate this to avoid this happening to others. After 11.5 weeks and chasing them they finally told me that they are not going to do anything about this. I am not the one to write these types of review, but my ethic won’t allow me to let this go either. So, If I were you I would think twice contacting optical express.”

Helpful Report

Posted 4 years ago

“Staff dont half a clue, Never got lenses on time Never. Eye test was wrong causing damage, prescription wrong due to unacceptable eye test ,staff very arrogant when confronted regarding lack of interest in their job, i dont know how 9/10 are still employey”

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Posted 4 years ago

“Terrible Terrible never met so many incompetent staff throughout 4 stores , even customer services”

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Posted 4 years ago

“OE really can't decide which policy to follow it has become apparent after speaking to many people who have had laser eye treatment a lot suffer with ongoing affects for months some even needing tinted glasses. My procedure I was entrapped into due to underhanded tactics and it went wrong, they have since defended there 1-2 day recovery time but also saying 12 weeks in other statements. They failed to legally comply with ROA within time frame and blamed poor Karen in customer service for the oversight, I thought at least she can see clearly unlike many of Optical Express's victims of laser eye surgery. They have not followed there own rules broken commitments, let me undergo surgery without fully completing all paperwork and still say I'm not getting g my money back as they are in the right, they have ruined the last 3 months of my life and sight still not sorted and I know of multiple people with same issues. I fully intend to take them to court now as I need to go else were in hope to have my vision sorted by a ethical firm, I would not advise anyone get laser eye surgery from them they have good optical glasses reviews which hide the laser eye reviews. I expect these to appear on a well known consumer program later this year and you will see how they unethical entrap you into taking surgery and it will help a lot of you guys claim your money back if you have had issues. Using Optical Express has been the worst mistake I ever made just like many others as I have learned, I can only hope they are sevearly fined and closed down.”

Helpful Report

Posted 4 years ago

“I have just had a lens replacement procedure. I would recommend using Optical Express. If results are your main concern then I can tell you after 24hrs my eye site is much much better. I had my post op test this morning and went for lunch. I did not need glasses to read menu!! Of course there are always things which could have been done better. The practice in Southampton is a bit dated. A lot of the lights looked like they were installed twenty years ago. But its results that matter. I paid £6700.00 for my procedure. Personally I think its money well spent. My eye site is as it was twenty years ago. If that is what is important to you the go see Optical express.”

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Posted 4 years ago

“I went for the consultation Meadow Hall Sheffield and I got told I could have the ilasik which is quick recovery. They were quite pushy to get payment off me too like no thinking time but to be fair I was really up for it but just make sure you are aware of this. I knew I would only proceed if I could have this option as the other Lasek is long recovery and more invasive not worth it for me. Today I turned up for the surgery, been nervous all day as well as excited for results to then find that when I saw the eye surgeon I cannot have this laser on my left eye at all and would need Lasek but I could still go ahead. Why on earth would I go ahead, the second option needs a lot more planning in place, you can’t drive for 2 weeks for a start off never mind look after my little boy while I eye would be throbbing for 2 weeks! Absolute waste of my time and now got to also wait 28 days for my refund! Clearly got sold the dream at the consultation. DO NOT USE”

Helpful Report

Posted 4 years ago

“I went for a consultation at Harley Street which was very positive and was quoted by the optician & sales consultant a price of £2,999, as my requirements were straightforwad. I was then offered a referral discount of £300, and put down a despoit of £500 there and then as I was thrilled. When I got home to review the info pack I was given there was no written quote in the paperwork, I then received a call to collect £1000 more than the agreed price for a surgery I hadn't agreed to (iDesign, which was never in original agreement). I mentioned my discussions with both the optician & sales consultant Giorgy to the Harley Street manager who heavily implied I was lying and that I was trying to get a discount. "You're never going it at that price. We can't do that" - so why offer me that in the consultation? I asked for a refund of my deposit. I then received another call implying I was lying and that I should pay the revised price if I want the service or go on a payment plan I cannot afford. I asked again for a refund. I receive ANOTHER call from a staff member saying that the sales consultant never made any note of the quotation price, which sounds strange as I saw the optician write it down and point to it in the consultation office and then Giorgy fill out paperwork of his own. It sounds like somewhere along the line they just decided to renege on the quote and hope I'd pay. I do not appreciate being called a liar and whether it was disorganisation, miscommunication or a conscious effort to force me to pay an extra £1000 are not reasons to be treated like I'm trying to scam them. Avoid. As far as I'm conscerned they are crooks.”

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Posted 4 years ago

“I purchased new spectacles in September, having had problems with double vision . The optometrist in the kilmarnock branch was marvellous. Very thorough, informative, and pleasant.I was very reassured and happy with the care she took. My husband, who is over eighty, and having problems finding spectacles that were comfortable, and right for him had the problem solved by Ryan, whose knowledge and expertise were wonderful. He recommended spectacles for him explaining what was right for my husband .I have to say that we were both very happy with the service we received. Well done to the marvellous staff in Kilmarnock THANK YOU”

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Posted 4 years ago

“Where are the contact lenses I ordered 2 2 weeks ago? I ordered contact lenses 2 weeks ago via “special delivery” I didn’t realise “special delivery” was code for no delivery. I haven’t been notified of any issues with my order so am clueless as to where they are.”

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Posted 4 years ago

“I had laser eye surgery done at optical express in Airedale house in leeds, i was nervous at first but everyone made me feel at ease thank you to everyone who works at optical express especially Mr Mohammed Kazmi who was brilliant one of the best surgeons for Lasik treatment!”

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Posted 4 years ago

“Had laser eye surgery done at airedale house in leeds it was really good i was nervous at first but they made me feel at ease thank you to everyone at optical express for the advice and support and especially to Dr Mohammed Kazmi who is the best laser eye lasik surgeon”

Helpful Report

Posted 4 years ago

Optical Express is rated 4.7 based on 4,213 reviews