Review Time
I attended the Milton Keynes branch and wasn't entirely sure of what to expect, and was a little nervous. Upon meeting the receptionist, Sasha, she was quick to reassure me as well as comfort me in an empathetic manner.I was on the fence, and if it wasn't for her approach, i likely would not have had the surgery done.It goes to show, your Reception are the face of the business, and a well looked after Reception team can go a long way.
Hi. We're so thrilled to hear about your experience and that Sasha and the team helped reassure you. We'll make sure to pass this back to the team, we're sure they'll be thrilled to read this.
Consultation fine.Taking my money fine.Surgical appointment delayed by 4 hours with explanation of "We're running a bit behind". There was A LOT of people waiting for appointments the same day as me, it felt like a revolving door situation and not the private clinical practice I was expecting. When I asked to rearrange I was told that this would not be possible and reminded that it would be at my own expense despite the fact that the delay was not down to me as the patient.Follow up the next day running an hour late again with no useful explanation.Then it went really downhill. I specifically requested my after-care appointment at the clinic nearest to me. I attended only to be told 20 minutes before the appointment time that it had been cancelled due to staff family emergency - something that can happen. I awaited a call back to rearrange (promised within the hour) but ended up calling them back myself towards the end of the day. Again specifically requested clinic nearest to me and the person confirmed it had been booked for there. Attended my new appointment only to find the clinic closed. When I called to find out why I was informed I was in the wrong location! I then wrote to the complaints department who took the full 20 working days to investigate my complaint. I was informed that the team had "lessons learned" and they booked me another appointment at my desired clinic. It had now been 3 months since my initial procedure! Appointment was cancelled - staff illness.New appointment made - cancelled - staff illness. Offered Telemed appointment - telephone call! We are now in June and my procedure was in JANUARY! No-one from Optical Express has looked at my eyes.I was told that the reason for the delay was because I was choosing not to attend another clinic! When I requested they pay for me to attend a further away clinic in lieu of all the delays caused by them I was told that wouldn't be an option.Happy to take your money, not willing to carry out after care or provide a satisfactory customer service.
HI Stephanie,Thank you for taking the time to share your feedback.While Ia€™m pleased your initial consultation met expectations, ita€™s clear the service you experienced following that has fallen short a€” particularly around appointment delays and communication regarding your aftercare. Thata€™s not the standard we aim to deliver, and I understand why youa€™re frustrated.Ita€™s important that patients feel confident in both the clinical care and the support that surrounds it. Unfortunately, a combination of scheduling issues and unforeseen staff absences has clearly disrupted your experience, and I acknowledge the impact thata€™s had on you.Your complaint was reviewed in line with our formal process and actions were taken, including offering further appointments and a telemedicine option. However, I understand that the outcome has still not met your expectations, and the situation has dragged on longer than it should have.If you havena€™t already had this escalated further, Ia€™d encourage you to get in touch with our Customer Service team on 01236 795 010 or via [email protected], referencing this review and asking for this to be brought to my attention directly. I want to ensure we reach a satisfactory conclusion.Thank you again for your detailed feedback a€” ita€™s essential in helping us address the root of issues and drive improvements.RegardsOptical Express
From start to finish treated very well, no waiting months for followup appointment date given on assessment. Both eyes done in 3 weeks
We're thrilled that you're so happy with the service Maureen. Please don't hesitate to let us know if you need anything moving forward.
The two receptionists were amazing when you first arrive , so warm and friendly , the operation staff amazing and friendly a lovely atmosphere, I enjoyed the procedure really interesting, great results 20/20 vision day after operation Thank you Peterborough staff brilliant
Thanks for the kind words Karen. We'll make sure we share this with the team in Peterborough.
I was told I had 3 days before my appointment to cancel. When I had to cancel I did this within 3 days. Was then told they will be taking my deposit of a ?50 because their policy is 5 days! I explained what I was told and was sent an AI generated email with all their T&Ca€™s and long winded explanation for f basically nothing. Now, if they can treat you like this over a mistake that they made, would you really trust them with your eyesight?
Hi Jane,Thank you for your feedback, and we're sorry for any confusion regarding the cancellation policy.We do understand your frustration. To clarify, a non-attendance and short notice amendment fee applies when changes are made within 5 days of the scheduled appointment, as outlined in our Terms and Conditions.We apologise if there was any miscommunication and appreciate you bringing this to our attention. If you'd like to discuss this further, please contact our Customer Services team on 01236 795 010 or at [email protected] regards,Optical Express
Following a recent review I wrote about a consultation I had at Cardiff optical express.. I went ahead with the vision correction surgery 2 days ago. Oh my word best money Ia€™ve never spent and Ia€™m only 2 days in.. the actual procedure was painless and fair play to Luca and the team, it went ahead like a well oiled machine! I was so impressed, in and out within half an hour. Given the recovery is pretty painful but nothing I wouldna€™t go through again to have the benefits that Ia€™ve now got! The team were great, so thorough and made me feel super comfortable, I cannot fault a thing! Thank you Luca and your team!
It's amazing to hear what a difference the surgery has made and to know you are enjoying your new vision so much, Lucy. Thanks for taking the time to leave a review and share your experience with Luca and the team!
Excellent customer service. Very helpful friendly staff. Very thorough eye exam Chris explained everything very clearly.
Thank you so much for taking the time to share your experience with us, Margaret. We are delighted to hear you enjoyed your visit and look forward to seeing you again!
I had my consultation only so far but the first contact with the clinic was very pleasant and gave me a lot of confidence that these people are very professional. I was superbly assisted by young Tamara that was very efficient, professional, friendly & knowledgeable. I also spoke to Paul that interpreted the scans and offered extra advice and investigations that really ensured I get the information I needed. I very much look forward to come back and complete the treatment at the Exeter clinic. Great team !
We're happy to hear to had such a great time at the clinic, We are proud to provide the best patient care on each interaction. Thanks for your positive review.
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
Really happy with my eye laser surgery in Cambridge clinic,Was all done quick and easyExcellent service Many thanks to Niyara who answered all my questions.
It's good to know you were well looked after by Niyara and the team Rameez. If you need anything moving forward, please don't hesitate to let us know.
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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
