Review Time
The very best experience I have ever had. Louisa in reception and the entire staff , Surgeon, Nurses, Optometrists and examination staff are all excellent, kind, knowledgeable and extremely helpful.I highly recommend Optical Express, PETERBOROUGH for lens replacement surgery.Jim Muelchi
It's good to know that you were well looked after by Louisa and the team Jim. It means a lot that you'd recommend us.
I scheduled an appointment. Having realised that I would not be able to attend, I immediately rearranged it for the following month.The appointment is yet to take place but I was charged #50 for changing the appoint a week before it was to take place.Not happy with this sharp practice. Waiting for a refund.
Hi Max,Thank you for taking the time to share your feedback.I'm sorry to hear youa€™re unhappy with the a ?50 rescheduling fee. To clarify, as per our Terms & Conditions, this fee applies when an appointment is rescheduled with less than 5 daysa€™ notice. This policy helps cover the clinical time and resources that are reserved specifically for each patient, which can be difficult to reallocate at short notice.I appreciate that you acted promptly upon realising you couldna€™t attend, and I understand ita€™s frustrating to incur a charge. If you believe your reschedule was outside of this 5-day window, or there are any specific circumstances you'd like us to review, please contact our Customer Service team on 01236 795 010 or via [email protected] a€” wea€™ll be happy to take another look.We value your decision to continue with your treatment journey and hope your upcoming appointment goes well.RegardsOptical Express
(Belfast) The staff were so friendly and happy to answer any questions. I struggled with my schedule to make an appointment with my surgeon and the staff went above and beyond to get me a date that worked and I couldna€™t be more thankful. Every step of the surgery was explained and all the staff were very professional. I dona€™t know why I didna€™t do this earlier.
Thank you for your praise and kind comments about our team, Tegan. We are delighted to hear that you received such excellent care! We look forward to your next visit!
Caution Advised! opticalexpressruinedmylife makes for interesting reading.I had a consultation for laser eye surgery with Optical Express at their Chester branch on June 17. After being approved for surgery, I felt slightly pressured into paying a deposit to secure my booking.Unfortunately, due to work related issues, I wouldn't be able to go ahead with this and immediately requested a cancellation the very next day (June 18) via phone call - falling well within their 3 day full refund policy.The next day (June 19) I received confirmation of my video consultation with the surgeon and surgery. I emailed the company to confirm this had been cancelled. No response.As no response received, I called on June 20 to confirm cancellation. This was confirmed and I was told the refund was processing.July 2, I sent an email as to the status of this refund as it had still not been received. OE responded that the refund was being processed and would be with me, and I quote, "by Monday 28th of July at the latest".Further emails sent July 10 and July 23 enquiring as to why it takes this long to issue a refund were not responded to.Although not yet at 28 July, I rang today (July 25) to check this was still the schedule after becoming concerned following online research of this company and its practices.I was told the refund had been issued on July 21 and could take up to 28 days. After explaining the - what they agreed was an - unacceptable situation, I was told it would be raised with their refund department as a matter of urgency and they would be in touch.2 hours have passed since with no response - not that urgent then. And, after so many lies and delays, I don't feel I owe them the benefit of delaying this review a moment longer.Disgusting customer service from what appears to be a totally immoral company.I was hoping to clear my work related issued and press on with laser surgery in time. But under no circumstances would I use this company now.I would implore any prospective customer to use extreme caution and read through the website included in this post.Proof of calls and email response from OE included.
Beware! I definitely wouldna€™t trust Optical Express with my eyesight.What follows is a factual account of my experience in trying to have lens replacement surgery at their Peterborough branch.My first appointment was on 15th January 2025, when it was decided I needed to resolve an issue with "Dry Eyes" which, they said, would prevent the surgery.A telephone appointment was arranged with the surgeon, who said he was happy to proceed with the operation, this was overridden by the clinical team. However, the virtual pre-op meeting with the surgeon was not cancelled which seemed a waste of everyonea€™s time.Subsequently, there were several other organisational problems with the company.I was given an appointment (by telephone) to see the optometrist. On arrival, I was told no appointment had been made. This caused me considerable inconvenience and expense.a a I waited two weeks to receive a prescription, and had great difficulty in finding a chemist that was prepared to accept the copy signature on it. Despite phone calls where I was promised I would receive a stamped copy or a prescription with an original signature, this was never sent.a After using two different types of steroids, which didn't correct the dry eye problem, I was then advised to use antibiotics. My appointment was on Sat 8th March and I eventually started the antibiotics on Monday 17th March.a I spoke to a receptionist on 17th March to tell her I have the antibiotics and to request a follow up appointment with the optometrist. I was told I could have a walk in appointment on Friday 28th March, but would need authority, from somebody who was on leave until Wednesday 19th March. I telephoned on Wednesday 19th March (as their promised call wasna€™t made to me) and was told I would be called back a€œin 10 minutesa€ ? to confirm my appointment. This call didn't happen.a I telephoned on Friday 21st March and spoke to a receptionist who said the person I initially spoke to wasn't there and she would be in work on Saturday 22nd. He couldn't help with my request. I telephoned on Sat 22nd March, to be told the person I needed wasna€™t in work. He was unable to offer any help except to email a colleague who was also not in work.a As I started to think the chances of a walk in appointment on Friday 28th March were looking unlikely, I asked when would be the next available appointment with the optometrist. I was told the end of April!a I find this a totally unacceptable length of time to wait for a quick check to see if the antibiotics had solved the dry eyes problem.a In general, my experience of dealing with Optical Express has made me feel the organisational aspect of the company is very poor. There is a continuous rotation of staff which (from my experience) appears to cause unnecessary delays. This is combined with the inability of reception staff to act because they need to constantly refer to other colleagues who are not present. Additionally, it is particularly annoying to be repeatedly told return calls would be made which never came.a As a result of this, I totally lost confidence in Optical Express. There is a happy ending! Despite my dry eye problem, Spire Hospital carried out Lens Replacement Surgery in both my eyes. The procedure (in June 2025) was cheaper than at Optical Express and was a complete success. Making the necessary appointments was very straightforward.Helen Verrechia
Excellent consultation. Very thorough & professional. All people involved very personable. Shame the cost is so high. lol
Hi there, we're pleased you found the consultation thorough and the team personable. We acknowledge your feedback about the cost and really appreciate your review and taking the time to leave your feedback. If you do need further support, please don't hesitate to reach out. Take care.
Had my surgery (Lasik) and post op at St Johns clinic in Manchester. I can honestly say i have never recieved such amazing customer service from every single staff member who i spoke to. I was absolutely petrified (its true what they say, its nothing and i had no need to be!) And i dont think i would have gone through with it without their support. Absolutely amazing service would 10000% reccomend!
It's wonderful to hear what a difference the surgery has made and to know you are enjoying your new vision , Rhi. Thanks for taking the time to leave a review and share your experience with us!
Sohail at Derby clinic helped me a lot when I was really struggling for my glasses . Just been to Specsavers for an eye test accidentally I dropped and stepped on my my prescription glasses on the floor , unfortunately not bought from their store so they cannot adjust it for me . I was really struggling as I needed my glasses badly . I went to optical express to ask for helped if they can adjust the frame as too loose to my face . Sohail when i came in the clinic was very approachable and helped me starightaway with my needs . Really very thankful he mended it quickly . He was very helpful and definitely I will be having my eye test and my family in Optical Express next time as Ia€™m just being grateful to what theya€™ve done . More Power . Sohail is an asset to your company .
Hi there, Sherry Ann. We are delighted to hear how helpful Sohail was; we will be sure to pass on all your kind words. I'm sure he will be thrilled to read your feedback. We do strive to take care of all our patients' individual needs. Your recommendation really is invaluable, and we can't wait for you and your family's next visit! If you do need anything else, please don't hesitate to reach out. Thank you and take care.
Customer for over 15-20 years but today never felt so patronised and humiliated by the optician doing the test. They seemed unhappy with their chosen job. No genuine kindness in tone or manner just patronising attitude
Hi Ad,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
I had lens replacement in both eyes at Milton Keynes. My optometrist Harveen and the surgeon was Saqlain Sadiq, both were extremely professional and put me at ease throughout the whole process. I would highly recommend Optical Express and the Milton Keynes branch.
Hi Chris, thank you so much for taking the time to share your experience with us. Harveen, Saqlain, and the entire team will be delighted to hear about your satisfaction. We look forward to seeing you again!
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Leading laser eye surgery provider with world class technology and offer lens surgery, cataract surgery, glasses, and contact lenses | Optical Express
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