I had laser eye surgery, which included three follow-up appointments as part of the package. After my second follow-up, the Lakeside branch had trouble booking the final appointment. I was told they would take care of it and email me the details.Although the appointment was eventually booked, I never received the email, so I wasna€™t aware it had been scheduled and have subsequently missed the appointment, Now Ia€™ve been told I need to pay a ?100 to rebook. I explained that this was due to their error, not mine, since I was never sent the promised emaila€”but theya€™re refusing to take responsibility.The customer service has been terrible, and the staff at head office were rude when I called. I wona€™t be using Optical Express again. Overall, a very poor experience.
Hi Davion,Thank you for your feedback. We're sorry to hear you were disappointed with your recent experience and the communication regarding your final follow-up appointment.We can confirm that you participated in four post-operative appointments as part of your care, and clinical records show that your visual outcome exceeded 20/20 vision in each eye individually and when tested together.While we're pleased with this clinical result, we regret any frustration caused by the missed communication and would welcome the opportunity to speak with you directly. Please contact our Customer Services team on 01236 795 010 or at [email protected] if youa€™d like to discuss this further.Kind regards,optical Express
