Review Time
Great if your operation was a success, if not after care does really not exist. I had both eyes done in 14/01/2024 and still waiting today, over 1.5 years.This is one of so many emails sent and phone calls.I am still waiting for someone to contact me about my surgery for my right eye.Also, I am waiting for a reason why my left eye is still seeing starbursts and halos after I was told once they remove the multi vision lens and put in a mono vision lens it would disappear. When I asked the optometrist in Oxford all she said was that she didna€™t know. That really did not give me any confidence with optical express.Do you think it might be worth giving me a refund as my eyes are now worse than before you started working on them 1 and a ? years ago. I still cannot go out after dusk or drive my car.Can someone please get back. I feel that you are not responding to any communications I have sent hoping that I might just go away and die. I have emailed and phoned you many, many times, but no response from you apart from someone is looking into my case.
Hi David,Wea€™re very sorry to read about your ongoing concerns and the experience youa€™ve described. This is clearly not the standard of care we strive to provide, and we regret that you feel let down by the communication and support youa€™ve received.Please be assured that your case will be escalated to our Clinical Services team as a priority. If you are willing, we encourage you to contact us directly on 01236 795010 or via email at [email protected], so we can ensure your concerns are addressed without further delay.Optical Express
Efficient, friendly, could not have asked for a better experience in Plymouth. Big thanks to Andrew and Alisha. Made me feel very relaxed about the whole procedure.
Hi there, Debra. Thank you for taking the time to leave your amazing feedback. We're thrilled to hear that your experience in Plymouth was so positive! We appreciate your kind words and are glad we made you feel relaxed, we do strive to make all our patients feel as comfortable as possible. Thanks again, and take care.
I visited the St Enoch Centre branch and was seen by Yvonne and Jenna. Service was prompt and the appointment ran smoothly. I was guided through the purchase decision and given helpful advice on the pair of glasses that suited me.
Thank you for your kind words and feedback about our team, Mark. We are thrilled to hear that you enjoyed your visit, and we hope you are pleased with your new glasses!
Nottingham optical express were very accommodating to me, epically since I had a slim time frame. They were able to treat me only one week after my first consultation and now one day post op my vision is already perfect and I am able to start living life as normal.
Hi there, Maya. Thank you for leaving your wonderful feedback. We're happy to hear that our team in Nottingham accommodated you within your timeframe. It's great to know your vision is doing so well post-op, and you're back to living life as normal. If you do need any further support, please don't hesitate to reach out. Thanks again, and take care.
I was recently contacted by Optical Express about their laser eye surgery services. During the initial call, I was given a clear explanation of the procedure and quoted a price of around a ?599 per eye, which seemed reasonable. I went ahead and booked a free consultation at their Liverpool branch for Tuesday, 8th July, and was informed that there would be a a ?55 charge if I didna€™t attenda€”which I thought was fair.However, just a few days before the appointment (on 4th July), I received a confirmation call from the Liverpool branch. During this call, the representative advised me that the minimum cost would actually be a ?1,500 per eyea€”over 2.5 times the original quote I was given.Naturally, I was surprised and told them Ia€™d prefer to cancel the appointment, as the pricing was vastly different from what I had been led to believe. I was then told I couldna€™t cancel through the branch and would need to contact Head Office.When I called Head Office, I was told I was outside the 5-day cancellation window and would still be charged the a ?55 no-show fee, even though the pricing had suddenly changed after the cancellation deadline.I explained that I felt misled and didna€™t want to waste anyonea€™s time, but was told my only options were to attend or be charged. It all feels like a bait-and-switch tactic to get people through the door, possibly in hopes of pressuring them into agreeing to a much higher price during the consultation.Ia€™m very disappointed by the lack of transparency and the rigid cancellation policya€”especially when the information I was originally given was clearly inaccurate. I expected more from a national company.
Hi Mart,Thank you for your review.We appreciate the opportunity to clarify our consultation and cancellation policies.Refractive consultations at Optical Express are provided on a complimentary basis, provided the patient attends. However, due to the high demand for appointments and the professional fees of the expert clinical teams delivering them, a a ?50 non-attendance fee applies if an appointment is not attended, cancelled, or rescheduled within 5 days of the scheduled date.This policy is clearly explained at the time of booking and applies to weekend appointments in all clinics, and appointments on any day of the week in selected clinics, including Liverpool. A full list of applicable clinics is available and shared with patients when confirming an appointment.In terms of pricing, patients are advised that treatment starts from a ?595 per eye for Laser Vision Correction and a ?1,995 per eye for Intraocular Lens procedures. Final pricing is dependent on clinical suitability and can only be confirmed following a full consultation with one of our specialists.While we understand that the revised price range may have affected your decision to attend, the consultation slot was reserved specifically for you. In line with our Terms & Conditions, cancellations made within 5 days of the scheduled appointment remain subject to the non-attendance fee.If you would like us to review the matter further, please contact [email protected] and a member of our team will be happy to assist.Kind regards,Optical Express
AVOID!!!!! AVOID!!!!I was given my quote after going through hours of tests!The quote was seen by 4 members of staff yet when I went to pay my a ?2000 deposit, I was told my quote was wrong and was asked to pay another a ?800!I have waited 4 week, so patiently, to see if they could honour it and was told they cana€™t. Ita€™s too much of a a€˜discounta€™!!So basically, their mistake, and not honouring a ?800 has lost them a a ?3000 customer!
Hi Jennifer,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 surgery on 5/06/25. I decided with this option after advice from optometrist and because I didna€™t get along with varifocal glasses. Staff are friendly aftercare is shocking. I had an allergic reaction to some of the eye drops which was like putting shampoo in my eyes.Vision was like wearing swimming googles full of water this has been a little better after 13 days. Been waiting for a prescription for 8 days - still waiting!!.I must be the only person to experience this due to all the other positive reviews. I have asked to have them removed ASAP because of the constant discomfort. I may be able to see a little further (thata€™s if I can open my eyes without squinting and burning) but I wish I had stuck to wearing glasses. Ia€™m not looking to claim anything just want lenses out and a refund.Vision is priceless and this was a very expensive operation.
Dear Jill,We are sorry to learn that you do not feel that you are fully benefitting from eye surgery procedure at this moment, since your surgical procedure earlier this month. I note from our records that you will be due to attend your next routine post-operative checkup in the coming weeks. If you require assistance in arranging future appointments, or rescheduling this appointment, please call our booking team on 0800 023 2020.In the interim, should you have any clinical questions or queries, you can contact our Clinical Services department by call 0141 222 3933Warm RegardsOptical Express
Sadiya, thank you very much for your outstanding service and genuine care.You are such a crucial asset to the company being the first contact representative, you make an incredible impact with your demeanour.Your knowledge base is outstanding and you answered all my questions and concerns effortlessly.You effortlessly introduced Nektare for the video call , she too was amazing.Ia€™m looking forward to the rest of my procedures due to the wonderful standard of service you two ladies have set .
Thank you for the wonderful review, Anton. We're so glad to hear that you received such excellent service and care. We will be sure to pass your kind words on to Sadiya, Nektare, and the entire team!
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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
