Review of Optical Express UK
Reschedule my appointment with 48 hours of appointment to find out i had been charge a ?50. I booked another appointment within the 2 weeks, a family member had some bad news regarding health so cancelled my appointment on the 20th June ( appointment was 25th) to be told I would be charge another 50 pound. This company only care about money, I certainly wouldn't allow them to mess with my eyes uncaring company. Please go else where. Head office didn't care or the shop in chelmford Essex. Go some where else who cares.
Dear Lorraine,Thank you for your feedback. Wea€™re very sorry to hear that your recent experience with us did not meet your expectations.We understand that personal circumstances can change unexpectedly, and wea€™re genuinely sorry to hear about the difficult situation involving your family. Compassion and care are important values at Optical Express, and we regret that you feel this wasna€™t reflected in how your appointment was handled.To ensure fairness and availability for all patients a€” particularly in our most in-demand clinics and weekend time slots a€” we operate a non-attendance fee policy. This policy applies to all consultations scheduled for weekends across all clinics, and seven days a week in selected clinics (including Chelmsford). We share this information during the booking process and take card details to secure the appointment, although no charge is applied unless the consultation is cancelled, rescheduled, or missed within five days of the scheduled date.The consultation itself remains complimentary, providing it is attended. However, where short-notice cancellations or reschedules occur a€” even with a rebooking a€” the fee is applied to cover the lost appointment time and associated clinical resource.If you believe there has been an error in the application of this charge or you would like us to review your case in more detail, please reach out to us at [email protected]. Wea€™ll ensure a senior member of our team looks into it with care and urgency.We truly regret that this has impacted your trust in us and welcome the opportunity to make things right.Kind regards,Optical Express