Optical Express UK Avis 17 689

From the very first call with Deborah, I felt completely confident in my decision to go ahead with laser eye surgery at the Chelmsford branch. She was incredibly reassuring, knowledgeable, and supportive from the start, and stayed involved throughout my journey, which made a huge difference to my overall experience.

Jess was also fantastic—she took great care of me during my appointments and carried out all my tests with kindness and professionalism, always making sure I felt comfortable and at ease.

Dr Michel was lovely and approachable, taking the time to explain things clearly and answer any questions I had, which really helped build my confidence.

Dr Andras was also excellent. He carried out several of my checks and was thorough, patient, and reassuring throughout, making me feel safe and well looked after.

A special thank you to my surgeon, Dr T Ahmed, who was exceptionally patient and supportive. He provided detailed explanations at every stage, helping me feel fully prepared and reassured before the procedure. I especially appreciated that he personally checked up on me after the surgery, which showed genuine care and dedication.

All the staff at the clinic were warm, welcoming, and attentive. They take the time to explain everything thoroughly, ensuring you can make a fully informed decision without any pressure.

The surgery itself went smoothly, and the aftercare has been excellent, with continued support and follow-up checks to make sure my healing is progressing well.

I truly couldn’t have asked for a better experience and would highly recommend this clinic to anyone considering laser eye surgery.

Christian was extremely friendly and knowledgable, explaining what each piece of equipment was testing my eyes for. He answered all my questions in detail and I didn’t feel rushed or pressured at any point during the consultation.

Very professional and caring from reception to doctors just brilliant!!

Great visit in the shop. Hannah Ford was especially nice giving lots of useful insight into the eye surgeries. I would highly recommend this place. 😀

St Enoch’s Amina and Yvonne, great service, quick and comprehensive. Very polite staff.

Seen in St. ENOCHS by Ameenah and Yvonne. Very happy with the way I was treated. Everyone was very helpful.

I can’t express my disappointment enough and I am thoroughly shocked by the customer service I have just received from this company. I was really looking forward to my initial consultation for laser lens surgery and had an appointment booked for Thursday. Unfortunately, I then found out I had to work that day, so I contacted the Optical Express WhatsApp service to ask if I could reschedule.

I was told, quite curtly, that I could change the appointment, but I would be charged £50 to do so. I was genuinely shocked. My understanding was that a charge would apply if I cancelled the appointment altogether, not simply moved it to another date.

I was also told that any change or cancellation within five days falls under their terms and conditions. However, I checked the paperwork I received and it doesn’t mention five days anywhere — it only refers to “short notice,” which is vague and open to interpretation.

I completely understand that cancellations can be inconvenient, but when a potential customer who may be spending thousands of pounds with your company simply needs to rearrange an appointment, charging £50 feels unreasonable and off-putting.

What made the experience even worse was the tone of the customer service representative. The rudeness and lack of courtesy were genuinely shocking. Because of the way this was handled, I have now cancelled altogether. I have no interest in dealing with a company that treats people this way, nor do I want to spend my money with them.

I would strongly suggest reviewing whoever is managing your WhatsApp customer support, as they could benefit greatly from some customer service and diplomacy training.

Great service. Staff really helpful and friendly. All round excellent. Would recommend.

Went in to the Dumbarton branch as my glasses were broke. The process was so simple and quick and staff were so polite.

I would highly recommend the Kendal Optical Express clinic for laser eye surgery consultations. The team (Rebekah & Amanda) who run the clinic were always so warm, friendly and welcoming. I felt exceptionally well looked after throughout the entire process. They took the time to answer all of my questions and ensured everything ran smoothly from start to finish, which really helped put me at ease. If I had to do it all again, I would choose the Kendal clinic without hesitation. Thank you so much!

Awful! No integrity or customer service.

We booked an appointment but had to re-arrange it 4.5 days before the day. They charged us a £50 cancellation fee. They say it is in their t&c but it was absolutely not in the confirmation email they sent us. If they treat you like this when you are just arranging an appointment, just imagine they will treat you when having an important procedure on your eyes!
No trust in them- please avoid

EDIT- Optical Express explanation below is untrue. I was told there was a cancellation fee and I received a confirmation email but neither mentioned you have to give more than 5 days notice else you will be charged. Neither! I gave 4.5 days notice and was charged. It is simply a con and how can anyone trust a company who behaves like this. I have contacted them many times and they ignore the emails.
I have read other reviews and this is common practice- they seem to have a business making money from charging for cancelled appointments wjth lots of notice

First class very polite and knowledgeable

Booked though computer saying starting from £590 per eye, FREE CONSULTATION!!!
Then they ring you within 5 days of the appointment and have a little chat and tell you the price will be 5 times more or even 6 times more (£3400 per eye) on the phone, so we cancelled as couldn’t afford but then there’s a £50 charge for cancelling within 5 days
Deceiving and very well planned

Would you like to publish cancellation fees for the last year or 2

And what’s the point of a consultation if you give the price over the phone

Be very careful people

This bit is added 15 minutes after I posted the above

Optical express sent me a missed appointment email after reading this
With £50 fee attached, even though I spoke to them, we even had to advise them there website was showing must be booked before 2025

Embarrassing

My day arrived and i practically floated into surgery I was so excited. The operation was pain free and totally fascinating. Dr. Ahmed explained as he went along ensuring my comfort. Leading up to surgery I was seen by Ninal, Bethany, Andreas, jess and Michael. I was made to feel so at home and felt like they were all old friends. I cannot thank snd praise these people enough. I my eyes they are all angels as they have given me new life. My sight is now almost perfect and I know it won't be many more days untill it is perfect!! Anyone who is thinking of having this surgery, Optical Express, Chelmsford is exceptional. Thank you all SO much ❤️ x

Seen in ST.Enochs by Bernice and Yvonne. Profesional great service, highly recommend 👍👍

Be very very careful; the marketing and verbal promises of what these guys can do are compelling the reality can be quite different. My wife had surgery last September, it’s now April some 7 months later and still her eyesight on the whole is no better than before the treatment, which is making us question the investment we made on the back of what Optical Express said they would and could do. In the small print there is a cautionary note that some clients don’t get the best outcome, which we knew. For us the challenge has been how these guys address a problem when things don’t go quite right. From our experience we’ve been passed from pillar to post with no positive outcome thus far, it really feels like we’re in the too difficult box now. Before you make the leap think long and hard about how you will cope when the process doesn’t go to plan, you only have 2 eyes; with the benefit of hindsight (no pun intended), we’d of stuck with a prescription solution at a local opticians and saved ourself thousands of pounds plus much anguish.

Just had my annual eye test at the Johnstone branch and the team were all really lovely! Special mention to Stephanie and Sam who were super welcoming and friendly.

I had to have cataract surgery, I was recommended Optical Express, so I went there to see if I qualified for the surgery. As soon as I walked through the door the receptionists, Deborah, Jess and Jo, were very polite and extremely professional in what they did, they explained everything to me and booked me in for a consultation. The consultation was again done very professional and I was explained everything from eye sight test to prices.
On my day of surgery I was looked after from went I went in to when I left, Dr Ahmed and his staff were excellent I had a slight panic attack, in surgery but everyone around me was brilliant and extremely professional and made me feel calm during the whole procedure, I know I was in good hands and the surgery was quick and painless.
I would like to thank everyone who was involved from the minute I walked in to the minute I left, everything was explained in detail from consultation to after care with drops. If I could give more the 5 stars I would. Would highly recommend Optical Express to anyone who needs cataract surgery. Very pleased I choose Optical Express.

I was made to feel very welcome by everyone, lovely relaxed atmosphere. Lee and Dilara were so friendly, informative and helpful, the examinations were very thorough they definitely put me at ease and answered all my questions. Thanks guys for everything.

I was impressed with the general professionalism of all the staff as well as their knowledge and politness.