I had surgery in 2022. This week July 2025 I needed an appointment as I have had issues for a couple of days with vision in my right eye and pain also in that eye. I called the call centre but also called into my local site in Liverpool. After explaining my issues I was told I needed a refractive examination which I am happy to pay for. I was told that Liverpool did not have an optician as they had taken leave and my only option would be Chester or Manchester and would have to take this trip at my expense and no discount given for the appointment, I was left with no option as I am very concerned with my issues and sight. I booked the appointment which is in 4 days!!, after booking the appointment my pain increased a lot so I called the hospital and can see them in the morning which is great. On calling Optical Express to cancel the appointment I was told as I haven't given 5 days notice I would loose the a ?100 cost for the appointment, on explain that I was I was only given an appointment in 4 days time I can not give 5 days notice!!. I asked should I just stay in pain and very concerned for 4 days so as not to lose my money!!. What a crap and unfair response from Optical express!!. This is the first time since surgery I have needed an aftercare appointment and this is how you are treated!!!. I would check other companies before booking surgery with Optical express especially around aftercare !!!. It's just about the money for them obviously!!!. I would not recommend to anyone after this.
Hi Christopher,We are disappointed to learn of your experience, which is not one shared by the vast majority of our patients. We're sorry to hear you feel this way. However, we clearly outline the inclusive aftercare provision that comes with your procedure before you choose to proceed with surgery. We aim to be as transparent as possible, and our current Terms and Conditions are available for all prospective patients to view on our website.In order to aid our learnings from your experience we would like the opportunity to understand your concerns further. If and when convenient to you, please may you contact our Customer Services team via 01236 795 010. Alternatively, you can provide us with more information via email by sending it to [email protected] Express
