My mother had lens replacement surgery at Optical Express and it has been nothing short of a nightmare. She paid over a ?5,000 and was promised improved vision and long-term results. Instead, shea€™s been left with halos, gritty eyes, and blurred vision a€” all of which have significantly affected her quality of life.Whata€™s worse is the complete lack of aftercare. She was promised follow-up appointments, treatment options, and support a€” yet every call was either ignored or met with empty promises of someone "calling back." Months have gone by, and her symptoms are dismissed as a€œnothing being wronga€ ? when clearly something is. It feels like she was misled into the surgery and then abandoned once the payment was made.This experience has caused a huge amount of distress, both physically and emotionally. For a private company that advertises premium service, the customer care has been absolutely appalling.We are now being forced to escalate this further a€” through official complaints, regulators, and possibly legal channels a€” just to get answers and proper care.I would strongly urge anyone considering Optical Express to be extremely cautious and to thoroughly research not just the procedure, but the realistic outcomes and level of support they offer afterward. Sadly, our experience has been nothing like what was promised.
Hi Laven,Thank you for your review. Wea€™re sorry to hear that your mother feels her experience has not met expectations, which is not one shared by the vast majority of our patients. Thousands of people each week choose Optical Express for their eye care, and the overwhelming majority report excellent clinical outcomes and high levels of satisfaction.That said, we take all feedback seriously a€” particularly where a patient feels theya€™ve not received the level of aftercare they anticipated. Wea€™d welcome the opportunity to review your mothera€™s case in full and ensure she receives any appropriate clinical support moving forward.Please contact us at [email protected] with her full name, date of birth, and treatment details so that a senior member of our team can investigate and respond directly.Kind regards,Optical Express
