Booked a consultation to get a price for laser eye surgery. A guy called me up a day before and provided the price over the phone (which was 3 times more than advertised).Optical Express then proceeded to take a ?50 from my card as I didn't show up to the appointment?!?! The guy at the opticians cancelled it as he provided the price over the phone already.Called Customer Services on the number provided. Advised they would pass it on and there's nobody I can speak to about it.
Hi Jay,Thank you for your review.Wea€™re sorry to hear of your concerns and welcome the opportunity to provide clarity.Refractive consultations at Optical Express are provided on a complimentary basis, meaning no charge is made if you attend the appointment. However, due to high demand and the professional time allocated to each patient, a a ?50 non-attendance fee applies if an appointment is not attended, cancelled, or rescheduled within 5 days of the scheduled date. This policy is clearly explained at the time of booking and confirmed in writing.Our pricing starts from a ?595 per eye for Laser Vision Correction and a ?1,995 per eye for Intraocular Lens procedures, but the final cost is dependent on clinical suitability. A full clinical consultation is required to confirm eligibility and pricing.If your appointment was cancelled with the clinic, it is important that this is recorded centrally to avoid the fee being charged. As the consultation was not attended and no cancellation was logged within the required timeframe, the fee was applied in line with our Terms & Conditions.We understand your frustration and would be happy to review your case further. Please contact our team at [email protected] and wea€™ll ensure it is investigated promptly.Kind regards,Optical Express
