Review Time
I had an appointment in St enocjs optical express with Rebecca. I gained a lot of Clarity with my eye sight and knowledge about how my eye health has been . I felt very comfortable in the space. Thank you !
Hi there, Sara. Thank you for providing your feedback. We are glad to hear we were able to provide insight into your overall eye health. We strive to make all our patients feel as comfortable as possible. Take care, and we look forward to your next visit.
The day I had my surgery there was a problem with a lady who needed a translator, and was finding it difficult to understand the instructions in the theatre. This held the clinic up a little . Other patients were a little impatient, possibly through anxiety as they waited . While waiting the staff could not do enough for us , we were served a lovely lunch with fresh orange juice, biscuits and chocolates while we waited with staff constantly apologising and keeping us updated as to the flow of things. These things happen and I was not concerned that I had to wait as I had the day planned just for this to happen, I was reassured that the lady who was in the theatre being supported was being given all the time and support she needed. It was a comfort to know every patient was looked after and that I was going to receive the same service.In the surgery itself everything was explained step by step, the communication between staff around me was professional and reassuring . The surgeon was again completely clear and explained everything as he proceeded. The experience was like no other , strange but not painful or uncomfortable . It was quick, everything was explained again after , what to expect , little things to look out for if I was concerned and a number to call in and out of hours . My eyes were extremely sensitive to light , blurry and flickers when I went home but not at all api ful. The next morning things had improved a little . The appointment the next day was straight forward in and out . Again staff were nothing but kind friendly and reassuring . I was assured everything I experienced was normal and felt totally reassured . Every day will continue to improve and if I have any concerns or doubts I have been assured I can call at any time . The whole experience was amazing considering what actually happen . Ia€™m excited for the future . Thank you so much
It is fantastic to hear how happy you are, Tanya. As you know, hearing from other patients can be incredibly beneficial, so we appreciate you taking the time to share your experience with our team. We look forward to seeing you again soon!
I had laser eye surgery, which included three follow-up appointments as part of the package. After my second follow-up, the Lakeside branch had trouble booking the final appointment. I was told they would take care of it and email me the details.Although the appointment was eventually booked, I never received the email, so I wasna€™t aware it had been scheduled and have subsequently missed the appointment, Now Ia€™ve been told I need to pay a ?100 to rebook. I explained that this was due to their error, not mine, since I was never sent the promised emaila€”but theya€™re refusing to take responsibility.The customer service has been terrible, and the staff at head office were rude when I called. I wona€™t be using Optical Express again. Overall, a very poor experience.
Hi Davion,Thank you for your feedback. We're sorry to hear you were disappointed with your recent experience and the communication regarding your final follow-up appointment.We can confirm that you participated in four post-operative appointments as part of your care, and clinical records show that your visual outcome exceeded 20/20 vision in each eye individually and when tested together.While we're pleased with this clinical result, we regret any frustration caused by the missed communication and would welcome the opportunity to speak with you directly. Please contact our Customer Services team on 01236 795 010 or at [email protected] if youa€™d like to discuss this further.Kind regards,optical Express
I used Optical express in Cambridge for eye lens replacement. The surgery and after care was very good and I no longer need glasses. The only reason this is not a 5 star review is because of the waiting times. It seems that most people in the waiting area (not just me) have a long wait before seeing someone after checking in. Having said that I visited optical express approx 6 times in total before and after the surgery and on the last time I didn't have much of a wait. I would definitely recommend Cambridge Optical express for eye lens replacement.
Thanks for taking the time to share your experience Marcus, and it means a lot that you'd recommend us.
Very thorough eye testing and examination. Lens replacement procedure, pros and possible side effects or complications clearly explained, so that I can make an informed decision. The team were friendly and professional and answered all my questions. I was not pressured into booking surgery and they were happy for me to go away and discuss with family and although they do offer financing options they didna€™t pressure me into this understanding I wanted consider this but also save up. When I do go forward with lens replacement I will feel safe in their care.
We're happy to hear that you found our eye testing and lens replacement consultation thorough. We're glad our team clearly explained the procedure and answered your questions. We appreciate your feedback and look forward to providing safe care in the future.
I would like to say a massive thank you to all of team that looked after me especially Sue and Jack in St Albans , enthusiasm and positivity. Professionalism throughout from the pre checks to day of surgery. Pain free and amazing results in less than 24 hrs. Thank you
Thank you so much for taking the time to share your experience with us. Sue, Jack, and the entire team at the clinic will be thrilled to hear how happy you are!
Got new glasses from the St. Enoch Centre today and Alisha was very helpful with me choosing new frames and updating my prescription.
Hi there, Edmund. Thanks for providing your feedback; we really appreciate you taking the time to do so. We will be sure to pass on your kind words to Alisha; I'm sure she will be delighted to read this. We hope you enjoy your new glasses. Take care.
I had my first eye test since primary school at the Glasgow St Enoch branch with Rebecca, and she was very thorough, friendly, and good at explaining everything. All of the staff, from the pre-test through to choosing a frame, were super lovely. Would definitely recommend.
Hi there, Heather. Thanks for providing your amazing feedback. We will be sure to pass on your kinds words to Rebecca and the rest of the staff at St Enoch, I'm sure they will all be pleased to read this. Thanks again and take care.
I had a fantastic experience during my laser eye surgery consultation. From start to finish, the process was smooth, informative, and very reassuring. A special thank you to Nerissa, who was incredibly kind, professional, and knowledgeable. She took the time to explain every detail of the procedure, answer all my questions, and made sure I felt completely comfortable throughout.Nerissaa€™s warm and approachable manner made a big difference, and her expertise gave me full confidence in the next steps. The clinic itself was clean, well-organized, and had a calm, welcoming atmosphere.If youa€™re considering laser eye surgery, I highly recommend booking a consultation herea€”especially if you have the chance to work with Nerissa!
Hi Umair, thank you for the wonderful review. We're happy to hear that your consultation experience was smooth and reassuring. We will be sure to pass your kind words on to Nerissa and the entire team. If you need anything else from us, please feel free to give us a call or stop by!
Southampton ClinicExcellent Clinical Care Undermined by Poor Communication and Customer ServiceIa€™m self-employed in a profession that requires the use of precision tools on clientsa€™ skin and faces, so sharp vision is essential to what I do. As my eyesight began to deteriorate with agea€”particularly my ability to focus on close-up detaila€”I made the important and rather daunting decision to undergo corrective eye surgery.After extensive research, I chose Optical Express, largely based on the strong impression of professionalism and patient care presented in their marketing. Unfortunately, while the clinical care and expertise of the surgical team were outstanding, the customer service and communication leading up to my scheduled procedure were deeply disappointing.I had opted for a premium Tecnis PureSee lens in my lead eye, which required at least three working days to order. I confirmed my decision via email on 30th December, only to receive an auto-reply saying my contact would be out of office until 8th Januarya€”just one day before surgery. Concerned, I called the Southampton clinic on 3rd January and explained the urgency to a staff member, who promised a call back that never came. By 6th January, I still had no confirmation, no reassurance, and no idea whether the lens had even been ordered.Despite repeated attempts to get a response, I was left anxious, uncertain, and seriously questioning whether I should cancel altogether. The only number I had access to was for non-urgent enquiries, which only added to my frustration. In a last effort, I even tried to reach my surgeon directly, which I acknowledge should not have been necessary.Ita€™s important to say that the clinical staff and surgeon were excellenta€”they are the reason I didna€™t walk away entirely. However, the lack of basic communication, responsiveness, and operational support was unacceptable, particularly for a procedure costing nearly a ?7,000. While I did receive a voucher as an apology, it felt inadequate given the stress and inconvenience I experienced.I had hoped to resolve this privately, but after receiving no meaningful resolution, I felt it necessary to share my experience publicly. For a company that promotes premium care and service, Optical Express fell short where it truly matters: patient support and communication.
Hi Rebecca,Thank you for taking the time to share your feedback.Wea€™re pleased to hear that youa€™ve achieved an exceptional visual result and that the clinical care you received met your expectations. Ita€™s encouraging to know that our surgical team delivered the standard of care we aim to provide.We note your concerns regarding the communication in the lead-up to your procedure. While we regret that this aspect of your experience did not align with your expectations, your comments have been shared with the relevant departments for review. We continuously evaluate our processes and service levels to ensure alignment across all stages of the patient journey.If you would like to discuss your case further, please contact our Customer Services team at [email protected] or by calling 01236 795010.Thank you again for your feedback.Optical Express
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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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