Review of Optical Express UK
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
