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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Phone:

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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“Your website wouldn't accept my email address and / or Password, not sure which so had to sign in as a guest. This carry on doesn't help matters, I was all for giving up and going somewhere else.”

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Posted 5 years ago

“A very quick and simple way to order contact lenses on line at a very reasonable price. Optical Express will notify you once your order has been dispatched and postage and packaging is free. A great service all round.”

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Posted 5 years ago

“Visited the Livingston branch yesterday for an eyetest. Initial ocntact was with Carrai, who perform the necessary admin and basic tests, then on to Lorna who performed the eye test. Lorna was professional, friendly and explained each step of the test. Carrai was helpful, and friendly. Have not purchased my glasses yet as too indecisive, but will definately return to Optical Express. Great service. Thank you both”

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Posted 5 years ago

“My 9 yer old son was delighted with the test and his resulting glasses thank you”

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Posted 6 years ago

“Awful, avoid at all costs.”

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Posted 6 years ago

“Ruined my near vision with lens surgery, and left me with painful dry eyes, glare and starbursts effects at night which means I can't drive at night on the motorway or busy roads. Have to wear glasses to see anything close up now. Worst thing I ever did.”

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Posted 6 years ago

“I visited Optical Express Bournemouth Nov2014 and was told laser surgery as no good for me but lens replacement was appropriate.The risks,I.e double vision and halo effect were explained but I wars promised 20/20 ,paid £5500 and went ahead with surgery in Southampton early 2015.Myleft surgery was successful but slightly blurred but my right eye was like looking through thick polythene.After much worry and several 120mile round trips my vision cleared but was quite blurred,I was told but can’t prove it that it might take 2 years to”settle down”. I waited patiently but it didn’t improve so two years in Feb 2017 I contacted Opical Express to complain. Guess what ? They told me I was out of my 12 month care period.I complained bitterly and they agreed to give me a free eye test and again guess what they found I had a significant prescription in both eyes but worse in the right.I complained to the customer care department and received a long and technical reply which in part said that the laser trimming service that they offer in the lens replacement service was not advisable for me.I believe this was a financial decision and not one they would have taken if I was a new customer but I gave up. I have recently had two eye tests and examinations with a local optician. Her words this morning were that if she had my prescription she would be wearing glasses all day and she has referred me to a local consultant. In my case I believe Optical Express were casual and uninterested and only interested in money. Their aftercare was awful. BEWARE”

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Posted 6 years ago

“Leaving a 1 star review which is beyond generous! I'd leave 0 star review if possible. This company's customer service is beyond shocking. I raised concerns on the 27th November and received an automated reply saying I would be contacted in 20 days! Yes DAYS! If they really cared about their customers it would not take them 20 days. It is now the 13th December and I am £149 out of pocket because of terrible service and still waiting for a response. I never normally go public with complaints but the public need to be aware of this "customer service". Please take my advise and go elsewhere! I will begin by stating I had laser eye surgery 10years ago with optical express but in recent months my vision has really declined. My issue started on the 27th November when I left the London Westfield store feeling unsatisfied and quite frankly upset. I first visited this store on 25th Nov for a consultation for laser eye surgery. Unfortunately following the review I am not a candidate for laser eye surgery at this moment in time but I am due back for review in a few months. In the meantime I was told I needed glasses and I have also chosen to get contact lenses. On this visit to the store I was initially extremely satisfied with everyone who served me - they went over and beyond to make me feel comfortable from start to finish. On tuesday 27th November I returned to this same store for a contact lens fitting and to chose glasses. Once again I was greeted with amazing customer service when arrived and when I went for the contact lens fitting. When I finished the lens fitting the lady brought me to another employee on the store floor and explained my situation and to please help me with choosing a pair of glasses. I have always hated the thought of wearing glasses and before coming into the store today I read on your website that part of your customer service is to help customers choose glasses that are right for them and their face - for the first time I was a little excited to get glasses! I was told to browse the glasses on display and someone would be with me. After a few minutes of browsing a young man came over and told me he would be helping me today. I explained I am only going to be wearing the glasses for a few month so I wanted an inexpensive pair and that in the past I had worn thin barely noticeable glasses - does he have anything he would suggest? To my shock he then proceeded to pick up the thickest black frame glasses I have ever seen in my life - the complete opposite to what I said. Maybe he misunderstood? So I repeated it was thin I was looking for. Again he proceeded to pick out another pair of grossly enlarged thick black framed glasses and said 'I like these'. He did not say why these would suit me just his personal opinion on glasses he liked. I was frustrated at this point and replied 'no'. With that he said "OK let me know when you need me' and walked away. I watched him walk over to another colleague and sit at a glasses fitting desk and have a chat to his colleague. I was shocked - what happened to the custom fitting and advise from an expert? I was by myself and extremely self-conscious about even trying a pair on and looking in the mirror. I walked back and forth lost for about 10minute when the same young man walked back and asked if I had found anything yet, I replied 'no' and he walked away again! Honestly at this point I felt like walking out of your store and going to Specsavers where I usually get my glasses from as I know I always have good customer service there and extremely helpful staff. But my eyesight has really gone down and the thought of having to wait another few weeks to get a pair of glasses to help me see again was just about enough to make me stay. I reluctantly choose a pair of glasses - not knowing if they suited me or if they were the right size glasses for my needs. I looked for the young man who had been 'serving me' before and he was still sitting chatting. So I had to queue at the main desk for service after a few minutes he eventually came up to the desk and I said I had chosen a pair that I wanted to go ahead with. He brought me to the glasses fitting desk and asked was I happy with my choice and I replied 'somewhat'. He looked at the glasses and said 'is this the best you could choose?'. I couldn't believe what I was hearing - my confidence was low enough and then to be told that! He then proceeded to tell me that he doesn't like these types of glasses - my confidence even lower. All while telling me why he doesn't like these glasses (all personal reasons may I add) he never once mentioned what might suit me better. As my confidence was so low I had no energy in me to ask what should I choose instead. So now I have paid for glasses which I thought were OK when I picked them but now I know I will never want to wear or have the confidence to wear due to his unthoughtful comments. Throughout the fitting my confidence in his ability to do his job correctly was at an all time low. And I can only hope he has ordered me the correct lenses and lenses for my glasses as he was staring into space and watching other people around him half of the time. I also booked in for a contact lens fitting on the 27th nov but there contact lens in my prescription was not available. I was told they would be ordered and I would be invited in for another fitting. On the 1st December I went back to Westfield for my contact lens fitting. When I put the lens in my eyes I felt an extreme discomfort in my left eye and I felt my vision wasn't very clear with the lens. Upon further investigation I was told there was debris on the contact lens in my left eye which was causing the discomfort and that it must be removed urgently. My eye sight was then re-tested and I was told my prescription was wrong and that I need a '1.25' prescription not a '1.00'. I informed the lady I had already ordered glasses in the '1.00' prescription to which she replied that the glasses should still be ok in that prescription. I then needed to learn how to remove the contact lens from my right eye as I struggled with this. I was then told that it would be the same young man who served my on he 27th November. He brought me into a room upstairs told me to take a seat. He then sat down and took out and looked at this mobile phone! After maybe a minute he put his mobile phone on the bin - I felt very uncomfortable to why he had his phone on display. He once again passed a belittling comment about how can I get a contact lens in and not out. He then attempted to show me show me how to remove the contact lens but he struggled himself to explain it. After a very poor attempt he told me to try. I then noted to him it would be impossible for me to remove a contact lens without a mirror - which he had not supplied! He then had to go off and source a mirror. His 'instructions' had left me confused and I really struggled while he offered no support. I then told him to get an optician to remove the contact as I was being tired of trying and no support or proper instructions. He then said he would remove it - there was no way I was letting him near my eye as he couldn't he do a fake demonstration. Thankfully whilst he went looking for the optician I managed to get the lens out. I left the store this time never wanting to return. Following my wrong lens prescription I doubted that the glasses prescription would be right. Thankfully I went to Specsavers that same day for an eye test. And I am so glad I did - the test confirmed I should indeed be a '1.25 not a 1.00'. So now I have spent £149 on glasses that I cannot wear and their "customer service" has not responded to me. All I want is my money refunded I am beyond disappointed and shocked at the staff knowledge in this store and feel the public need to be aware of what they may be greeted with before they spent large amounts of money with this company”

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Posted 6 years ago

“Daiana was a shining example of exceptional customer care.”

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Posted 6 years ago

“Im more than happy with optical express they were in my opinion proffesional.friendly and quickly put me at ease.everything was explained to me about my op and it all went to plan and im happy with my results six years on.i would hghly recomend optical express and still go for my eye checks as i feel at ease with themselfes”

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Posted 6 years ago

“Gemma at Shandwick Place in Edinburgh was absolutely excellent. She tightened the frames for my sunglasses very efficiently and her customer service was friendly and very helpful. After this, I would definitely go back to optical express and would recommend to others.”

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Posted 6 years ago

“Helpful staff but website has a problem processing orders. Chat line helpful but needs it depth to sort. 4 days so far without a solution”

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Posted 6 years ago

“One of the worst companies around for customers and staff”

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Posted 6 years ago

“Called in to the Newton Mearns branch yesterday as a leg had come off a pair of sunglasses and it was difficult to find the correct screw. The girl was so helpful and managed to replace the screw. My daughter is delighted. Excellent service and very pleasant manner”

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Posted 6 years ago

“Just got new glasses for my son in the Carluke, South Lanarkshire shop. Staff exceptionally helpful, especiallyJane and this helped my son be more relaxed during his eye test and the picking of new glasses.”

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Posted 6 years ago

“First time ordering from Optical Express. Ordered contact lenses on the 07/11/18 only to be advised 2 days later after querying why order was unfulfilled that at the time of the order these were not in stock. Why wasn’t I told this at the time of ordering? Might be better off going back to original supplier as would receive these next day .”

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Posted 6 years ago

“Very easy to navigate around the web page & very competitive pricing”

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Posted 6 years ago

“Unfortunately I had an accident that left my glasses badly scratched. I took them into optical express in Derby and saw Ross. He was so helpful and pleasant and got on with the task of ordering replacement lenses. The lenses arrived very quickly and Ross was able to fit them perfectly. He made a rather unpleasant experience (the accident) much easier to cope with. Thanks Ross.”

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Posted 6 years ago

“Very calming atmosphere n lovely staff,I totally felt at ease with my cup of hot chocolate.my husband had his eye consult here in St Albans and the way he was treated by the lovely ladies made me decide to have my eyes done too. I’d totally recommend them to all who ask.”

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Posted 6 years ago

“Having worn glasses since I was a child (7 years old) I had toyed with the idea of surgery for a couple of years. I am very long sighted and have a pretty high prescription +7.5 for distance with an extra +1 for reading making my varifocal specs +8 for reading. I also had a history of a squint since childhood. I attended Optical Express store at Merry Hill and had the initial consultation with Carly and Sheena (the optomostrist) was told that I would not be suitable for laser surgery although could have Lens Replacement surgery. The cost was £6900.00. It was with some trepidation I decided to go forward with this - to be absolutely honest I felt pretty frightened about the whole thing. I requested to be referred to Manchester St Johns primarily because my sister in law had had successful surgery there a few years previously. I was therefore referred to consultant Mr Gonzalez at St Johns Manchester. I attended pre-surgery appointment and was given very thorough eye examination on high tech machinery. Mr Gonzalez suggested I do a trial of contact lens to see if I could adapt to Monovision. (One eye corrected to distance and the other to near vision) . If `I was able to adapt to Monovision then it was the best chance of making me completely glasses free, otherwise I would need to have correction for distance and accept the fact that I would need a weak pair of glasses for reading. Apparently because of my history of squint Monofocal lens implants were going to be best for me. What I didn’t realise at this time was that swimming is absolutely out of the question for a few weeks after surgery - Mr Gonzalez advised me under no circumstances should I even contemplate any risk of getting swimming pool water in my eyes until all Post Operative healing was complete. He was very firm about this - I already had a beach holiday booked and therefore had to cancel the surgery dates until after my holiday - this was all done without any problem. In the mean time the Merry Hill store fitted me with contact lens and I wore them for several days - it didn’t take me long to decide to opt for Monovision correction. Surgery days arrived (each eye a week apart) and I was absolutely terrified, but the staff at Saint Johns Manchester could not have been better. They really helped put me at ease, answered al, questions I had and at times helped alleviate nerves by making me laugh. The operation itself was totally painless and very quick (I was In Theatre around 15 - 20 minutes each eye) I am now several days Post Op having completed surgery for both eyes. I can’t begin to explain how it’s made me feel - the difference in my vision is absolutely astounding. Even though the healing process isn’t yet complete I can already do everything without specs - reading driving tv - my eyes adjust without any issues. After a lifetime of glasses it’s totally liberating. Words cannot express enough thanks to all those who helped me on this journey, Mr Gonzalez, Anasthetic Staff, Nurses, Admin Staff Etc at Saint Johns Manchester, and to both Carly (who just held everything together for me) and Sheena the optomostrist at Merry Hill Store of Optical Express. All of you played your part in doing something wonderful - you changed a persons life for the better. My Grateful thanks to all of you”

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Posted 6 years ago

Optical Express is rated 4.7 based on 4,213 reviews