Very Disappointed a€“ Long-Time Customer Let DownAfter over 15 years of loyal service with Optical Express, Ia€™m incredibly disappointed with the decline in customer care, particularly at the White City (Shepherda€™s Bush) branch. I recently went to collect my glasses and was met with a lack of basic service. A new receptionist seemed unsure of the process, and after waiting 10 minutes, I was simply handed a box containing my glasses with the vague instruction, a€œTherea€™s a mirror over there if you want to try them on.a€ ?There was no optometrist or trained staff to ensure the glasses fit properly or to check the prescription accuracya€”something Ia€™ve always valued in the past. I even had to ask for a bag on the way out, which felt like an afterthought.Sadly, the attention to care and customer experience that once set Optical Express apart seems to have completely eroded. I will be taking my business elsewhere from now on. This is my 4th review over the past 2 weeks. no-one form the store has called
HI,We are disappointed to learn of your experience, which is not one shared by the vast majority of our patients. 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
