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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“Good service in Meadowhall branch. nice store in a great location, had a really big selection of frames to choose from, Jake was very helpful, thank you 😊”

Helpful Report

Posted 5 years ago

“Stay well away from this company, they will take your money, take your sight and not care less, they deliver an absolutely disgusting poor service, they lie, they are unrealistic, inconsistent, push hard with sales. I've lost my sight my job and I'm 5k out of pocket, they have refused my refund when 20/20 vision wasn't achieved. They have a team that remove any negative reviews on them... Google hard on these guys. The NHS reviews on optical express are interesting. I have a list as long as my arm of things i suffer with now and how badly i was treated after surgery. my whole experience with them is so in depth I don't have enough words to explain it all. DONT TAKE THE GAMBLE I DID AND I LOST... BIGGEST REGRET OF MY LIFE EVER! they have also blocked me on social media so I can't leave an honest opinion, nice way to treat someone who's life you've just ruined!”

Helpful Report

Posted 5 years ago

“I've just finished a tcontact lense trial at Optical express east Kilbride. I was quite worried at the start but with the support and encouragement of their staff - especially Denise, Laura and Suzanne I am now almost expert in inserting and removal of the lenses. Brian was the main optometrist on my case and he too was very supportive during some times of self doubt. That's all behind me now and I am looking forward to pounding the fairways come rain hail or shine. Excellent service!!”

Helpful Report

Posted 5 years ago

“I was extremely happy with my recent visit to Optical Express Aberdeen for eye test and replacement glasses. Staff so pleasant and helpful, especially Ross and Scott the optician. Would definitely recommend to friends and family. Thank you.”

Helpful Report

Posted 5 years ago

“Just found out who has been bombarding me with calls at unsociable times, 3 times on Sunday and in the evenings as well and it’s Optical Express!! Why call at such crazy times, nobody has tried to call me midweek during the day at a sensible time nor have I received any emails or letters, so why is the first option to call me on a Sunday morning while I’m still in bed. I was satisfied with the service I received on my previous visit and would have made an appointment again, but not now. I’m absolutely fuming!!!”

Helpful Report

Posted 5 years ago

“I thought £3,300 was expensive for laser eye surgery on 1 eye and not much of a correction, service was very good and informative, and at the end no pressure to purchase at all, it was at the temple street Birmingham store, Lorna and Emma were most helpful, informative and professional , credit to the firm 5*”

Helpful Report

Posted 5 years ago

“Following a consultation in Hull to be assessed for lens replacement, I booked in to the Manchester clinic to have my surgery completed. On the day of surgery, I was told that the two clinics were conflicting in the advice they had given and were not prepared to go ahead with my surgery. One had recommended Vari Focal, the other disagreed and stated I'd be better with Mono focal. Both clinicians were Optical Express employees I opted to cancel as i'd lost faith in their expertise and was told I'd receive a refund. Optical Express refused to refund my travel and Hotel expenses but did agree to refund the surgery fee. My surgery was booked for 17th September, Optical Express finally processed the refund on 7th November and to date (16th December) i'm still waiting for the refund to reach my account. I have raised a dispute with HSBC but this could take 120 days to resolve. Optical Express favour making money over eye care and I seriously doubt a health care professional with this ethos. Don't be pressured by their sales team and if in doubt, get a second opinion.”

Helpful Report

Posted 5 years ago

“Stay away ! It sounds good all in all and they have this huge advertising campaign! They are not able to refund you in time if you decide not to go with them for surgery! For a company with this advertising they have a hard time refunding 400 pounds?”

Helpful Report

Posted 5 years ago

“I ordered glasses from them at £179.00 when I thought I’d lost mine. I found my glasses the next morning. They are trying to take 25% of £179.00 which is £44.75 because they say I cancelled after 1 day. The time from ordering and cancelling was 12hrs 40mins not 24hrs(1 day) Mrs Mandy Woodhead”

Helpful Report

Posted 5 years ago

“Bought Ray-Ban sun glasses online , needed to ajuste to my face , went to Specsavers first they turn me down, went to optical express, a lovely guy name Aaron, very friendly and professional adjusted my sun glasses perfectly. Would recommend, I’m thinking to have my contact lenses order from optical express. Great attitude, friendly and very professional ,Thank you Aaron.”

Helpful Report

Posted 5 years ago

“I went for an eye test there 3 weeks ago and was advised to buy glasses. Thank God I chose the less expensive ones. When I went to pick them up 10 days later, I realized that they were completely wrong and could not wear them at all. I told the consultant, who still wouldn't want to book an appointment with the optician, but he advised me to wear glasses for at least 2 weeks to get used to. Needless to say, I put them once out of the store and couldn't see anything, I was going to go under a car. I called them to book an appointment and they told me over the phone that I could go to the store at any time and do another test. I went 3 days later, Tuesday, only to know that they were full and that I had to book an appointment. I booked for today, Friday 22 November, but I pointed out that I only had half an hour for this, because I had to leave for my work. I was there today and they made me wait half an hour and eventually I left, asking for a refund, since I can't travel to central London for a pair of glasses anymore. They told me I would get a refund only if the office approved it and it will be in 14 days. That place is a joke !! After 3 weeks of travel in central London, I spent 170 pounds, my time and 25 pounds to travel for NOTHING. I have nothing, I still have to go to another store to order glasses. Very very disappointed”

Helpful Report

Posted 5 years ago

“Eyely recommended.”

Helpful Report

Posted 5 years ago

“Terrible do not trust them with your eyes! Optical Express refuse to give me my eyes scans after a data protection request. Optical Express refuse to hand over my 2014 eyes scans after a data protection request. I believe they are deliberately not releasing them because I have developed problems with my eyes that will need surgery and they don't want me to link it back to my eye surgery in 2008. They claimed they gave me everything they had on file and they did send me a massive file including my pre-laser Pentacam scans but the most important document, the ones that could show if the surgery has had an effect on my eyes are missing. If everything was OK, why would they be the only files that went missing? It's just unbelievable. See image attached for the response from Optical Express and the only document they claim to have for my clinical review 6 years later.”

Helpful Report

Posted 5 years ago

“Had excellent service throughout my appointment from the Optician and from Mo. They were most polite, especially helpful and very attentive. On collection of my new glasses Mo was most thorough in checking that they were correct and fitted properly. I felt I had excellent personal service.”

Helpful Report

Posted 5 years ago

“TERRIBLE, TERRIBLE, TERRIBLE!!!!!!!!!!! I came for an eye test Saturday morning I was told I needed glasses, I then ordered two pairs of glasses £549 and was told they’ll call me when they arrive at the store within 14 days. No call received within those 14 days so I called them to chase to find out the glasses were in and they were surprised no one had called to inform me. Upon going in to collect the glasses it becomes apparent that only one pair has arrived the second pair was in fact not even their yet. The glasses were solely for computer use only. When returning to work and wearing the glasses for no more than 5 minutes they were hurting my eyes. I then went to David Clulow for second opinion who advised my eyes were perfect and I definitely did not need glasses. I then returned to Optical Express to complain and I was assured a member of the management team would call me the following day which didn’t happen. I then returned to the shop the day after that and spoke with the manager who refused a refund but offered another eye test but had no appointments available. I then booked another eye test at yet another competitor Vision Express who also confirmed my eyes were perfect and I do not need glasses. I’m now back in the shop demanding a full refund and being refused despite having two eye test from David Clulow and Vision Express confirming I don’t need glasses. This company is terrible and in my opinion trying to push glasses on people who don’t need them as a money making exercise. STAY WELL CLEAR. I have attached all three eye test for evidence.”

Helpful Report

Posted 5 years ago

“Newcastle, mr Robert Beaton , my appointment for the second part of lens replacement was cancelled just after I arrived at 7am unfortunately the surgeon was unwell , and they didn’t have a policy for this eventuality so they offered an alternative in Manchester this is after I had returned home about 10am , so I would have to sort the taxi out for me and my wife to the station sort the return tickets out to Manchester, sort the overnight accommodation sort a taxi to optical express from the station, then a taxi to the accommodation, then sort a taxi in the morning to the station in Manchester, and in between get some food. , then a taxi back home , this to me at age 65 is unacceptable, I would never recommend this company a bunch of sales driven staff that can’t handle a simple illness, you need more surgeons, maybe with the £ 6000 plus I paid youse you can get one .”

Helpful Report

Posted 5 years ago

“Do not do this. Service is atrocious. They take thousands from elderly people who are sold the dream and then leave them at the curb. My nan Booked and paid £7500 back in September. After 2 cancelled surgeries and a lifetime worth of calls trying to chase information, it’s been booked for end of November! Promised a £200 refund for the messing around with a 10 day timescale.. that was about 4 weeks ago. Still nothing. Called today to chase and apparently “retentions” don’t work weekends and I can’t speak to anyone until Monday. ABSOLUTE JOKE! Nan turns 70 next year and you’re more than happy to take her savings but nothing else! Cowboys at best!”

Helpful Report

Posted 5 years ago

“As annual visitors my husband & I are able to easily book consecutive appointments, directly with the Connswater store. All aspects of or eye examinations were explained thoroughly. Glasses ready to collect in 5 days, even with 2 of these days being aweekend! Unfortunately the 2nd pair I chose turned out to be unsuitable. After a review appointment, a replacement pair were chosen and immediately sent off for lenses. (This was my first time choosing glasses). It is always a pleasure to come in for our eye examinations!”

Helpful Report

Posted 5 years ago

“Wanted to pay by credit card and gave those details yet payment went through PayPal.”

Helpful Report

Posted 5 years ago

“The friendly staff at Truro and Exeter made my journey in to having replacement lens easy...Any one thinking of having this procedure please contact the Truro branch and they will explain everything thoroughly..I am so pleased with my sight now it has changed my life for the better...No glasses or messing with lenses. A big Thankyou to all the staff at Optical express in Truro and Exeter”

Helpful Report

Posted 5 years ago

Optical Express is rated 4.7 based on 4,213 reviews