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I'ts getting near to 6 years since performed the FIRST procedure on me and I am reminded daily of what a mistake I made when I allowed this company near my eyes.
I have since been told by 2 independent surgeons that my pre-existing dry eyes made me unsuitable for surgery but Optical express told me it would be NO PROBLEM. This was a lie. I have absolutely no doubt that they wanted my money and were prepared to put my vision at risk in order to get it.
To add insult to injury the second 'enhancement' procedure left me with even more serious problems. And there is more : the surgeon used a highly toxic, unlicensed drug on me without my knowledge or consent. This could have potentially serious consequences in the next few years.
SO I URGE ANYONE WHO IS CONSIDERING USING OPTICAL EXPRESS TO ASK YOURSELF WHETHER YOU CAN TRUST THEM.
AND I URGE ANYONE WHO HAS UNDERGONE LASEK BY OPTICAL EXPRESS TO CONSIDER THE ISSUE OF MITOMYCIN C AND WHETHER THIS COULD HAVE POTENTIAL CONSEQUENCES FOR THEM PERSONALLY.
My wife had her eyes tested in early August. After many broken promises the nearly £500.00 glasses were at last in stock. Guess what? The prescription for her varifocals was so out of alignment she could only see the test card by tilting her head right back."They will take some getting used too" she was told. Unacceptable service. Now have to wait another 4 weeks for Zeiss to deliver the lens blanks to these incompetents. Stay away from them. You have been warned
Dreadful Company - they couldn't care less! Bought some Armani glasses costing me £270. First pair had wrong prescription so took them back, 2nd pair was lost and third pair turned up after 3 weeks of waiting and......wait for it.... wrong prescription. No-one answers the phone in the branch (Bristol Cabot Circus). Asked for a refund but only the manager could complete it so wanted to leave my glasses but they refused to give me a receipt for them until head-office told the store staff they had to. Refund still not received.Do not touch with a barge poll!
I went to optical express as specsavers never had open appointments for contact lenses after being six minutes late. I went there and spoke to a lady who booked me in for an appointment. My optician is nice. However, when speaking to the lady I said, "I am here for the free trial i think?" never did she say they would take £35 out of me for something that I can do for free at specsavers? it's frustrating, they led me on, knowing that I didnt have any intentions of paying and then pressed me for money. I also feel pressed to join their direct debit scheme, which I am not going to do because I won't be wearing my contact lenses often. I feel manipulated. They knew they were getting a new customer which is why they didn't inform me that it isn't free. I know it's just £35 but it's annoying knowing that I can get it for free somewhere else.
I know I'm not going to be a customer anymore, might just go back to specsavers, or move to vision express or boots opticians.
Biggest regret of my life. It's all a sales based, money driven, corporate conveyor belt as far as I'm concerned. The technology itself is astounding, however I would HIGHLY discourage anyone from having this surgery with optical express. They offer time sensitive discounts to pressure you into agreeing on the spot, at this point, your money is taken and you are financially bound. You are popped into one of their 15 minute slots and told it will be quick and pain free and it will be the best thing you've ever done! Don't worry about other commitments because seeing as you've paid for the best technology and type of treatment, you'll be back to work the next day!...NOT TRUE.
So, unsure and wary, I went off to my appointment, where I can only describe feeling like cattle, herded from one room to the next..everyone had a job to do and we were taken from one room to another like some sort of conveyor belt. Everything was rushed, their was little time to ask questions, just constant reassurance, "you won't regret it". So, next it was my turn to see the surgeon, he said my scans and prescription indicated that I would be fine, this would be easy. He BRIEFLY talked me through the procedure - missing out a vital component what could and WOULD go wrong in my surgery, and I was rushed into to the surgery room.
Basically it went like this:
I lay down, drops were put in my eyes, not a lot was said to reassure me and then the next thing i know i was told to expect pressure on my eye. It was uncomfortable - not painful, but then the next thing I knew the suction was lost. This happened again, The surgeon said "calm down, if you keep doing this we won't be able to do the surgery!" Doing what? Well apparently my eye wasn't stable, so I asked the surgeon where i should look. He said just look ahead of you and don't move. Suction was lost again, and I was "scolded" as it was "my fault". He said no more, go and sit in a room and calm down. 30 minutes passed and I was lead back to the surgery room; again, twice more suction was lost (this was starting to get really painful) On the last attempt I thought that clearly looking ahead was not getting this done, so I looked up and towards the left....and it worked. Onto the next eye, I did the same thing...it worked again. Strange, how when I didn't look straight ahead, the suction stayed on isn't it? Evidently my fault.
Anyway, the surgery was over and it wasn't too bad, I just wanted to be out of there. I was shuffled into a room and told to leave when I felt ok, I was out of there ASAP!
3 days later, I look like a monster, Im still in severe pain from all the suction attempts and there is no chance in hell I could go back to work. The whites of my eyes are blood red.
I was not informed of this "common" problem with suction loss and the effect it would have on my eyes. It was extremely traumatic and I received little to no support throughout, seeing as it was obviously "my fault" the procedure didn't go as planned.
Optical express are not concerned with your health or wellbeing, they are concerned with your wallet. Think carefully before you let them anywhere near you or your eyes.
My partner was induced into a laser surgery that in fact he was not suitable to. Unknowingly of this, he paid upfront and later had to cancel the surgery (3 weeks before the date the surgery was booked) They have promised a refund since october 2012 and now January 2013 they still have not refunded our money! Despite of call every day, they still have no clue when this is going to be done.They are very unprofessional. DO NOT TRUST THEM. GO SOMEWHERE ELSE!!There are lot of people on the same situation here and I feel really sad that we didnt do a proper research prior to paying for the procedure. So upsetting!
My eye surgery was cancelled in July following the surgeon advise. Over 6 months later, I am still waiting for the money it took them less than five minute to take to be refunded. They told me twice the money would be in my account in 21 days and 21 days later the money is still not there. They keep saying they "GARANTY" the refund or that someone will call me back yet they fail each time to do what they said they would do. The only contact is a phoneline as eventhough the money is taken very promptly by the branches it is only reimbursed following a lenghty phone process. I have heard of lots of other people with this problem, so it's unfortunately not an isolated case.
In my experience Optical Express could be routinely passing patients for surgery when they may not be suitable. They do not appear to be screening stringently.
I believe that as a consequence of this lax approach I am in the position of suffering a lot of pain and discomfort sight problems and a complete disruption to my life and this has lasted years and I now know that it will last indefinitely.
Optical Express' aftercare was awful to start with and this has deteriorated to non existent. They just do not care one bit. all they want is your money and once they have it game over.
So please just do your own research and please don't rely on Optical Express giving you all the facts. This is what happened to me-if I had any inkling at he time that I might not be suitable for surgery then I would have backed off. But Optical Express told me I was completely suitable and all fool me I believed them. So please don't make the same mistake.
In October this year I had my first appointment to see whether I would be suitable for laser treatment. My first appointment was at the Sutton store but the day before I had a call to say that the branch had closed. I visited the Kingston store instead. First appointment no problem so i then had a second one with eye drops. I was told I was suitable for treatment so paid in full £3,690. On the day of the operation the surgeon told me I could not have laser treatment but could have replacement lens instead in Harley Street and would need more drops for further tests. Unfortunately they did not have them in stock. In view of the fact that they had been incompetent I thought I would phone the next day to see when the drops would be in stock and guess what " the Kingston store had closed". I am now attempting to get a refund of my money. I have called every week and had a different excuse each time. Today 27th December the excuse was that head office had not "signed off" the refund. I have just sent this story to BBC Watchdog. So I guess my advice is DO NOT USE OPTICAL EXPRESS. Avoid them and do more research into a company before trusting them with such an important operation.
My partner had one eye lasered. She paid for both but later advised only one needed treatment. That side of the deal was very good and eye care excellent. BUT, promises after promises for three months now, to have refund transferred into her bank account, have been followed by lame excuses and more false promises and no refund. The managers are protected by PR staff who refuse to put you through. They cannot be trusted; be careful with your money. I would try elsewhere.
Paid a deposit of £395 for laser eye surgery, however due to personal circumstances had to cancel the next day. Was told I would receive a full refund but had to wait 28 days. It is now almost 8 weeks later and still no refund only lie after lie despite my almost daily phine calls. My e-mails now go unanswered and so I have had to resort to seeking advice from my solicitor and also contacted Watchdog. Do yourself a favour STAY AWAY from Optical Express. T.Kay
In March 2012 I had an eye test in one of the company's branch in Jarrow, Tyne and Wear. I have purchased 2 pair of glasses, 1 for reading and 1 for distance vision. I paid for frames and lenses in advance £300+
The glasses were ready in 10 days. The cheap ones which came in offer for free were spotless, the lenses on a designer ones had a cheap. They promised to replace the lens "by Monday" but I had to wait another 2 weeks to have them ready. Not to mention that I had to fight for a certificate and a proper case!
In October, 2012, I visited the branch in Newcastle to exchange the lenses on the designer glasses, I had £50 voucher but the manager did not want to redeem it without plausible explanation and I had to pay the full price of £174. The manager promised the glasses would be ready in 10 days.
In 10 days the manager called me saying that the glasses were ready and would be sent the next day. I waited for next 10 days but the parcel did not come. I had to call in their head office twice and no one could answer where were the glasses until I myself assumed that the parcel had probably been sent to the wrong address. I moved several month ago and the manager of Newcastle branch did not bother herself to confirm the address before sending expensive glasses. Later she said that it was my responsibility to make sure that the address was correct. I had to visit the branch again to find out the tracking information (which could be done by phone, but every time I called I got an answer that their Newcastle branch did not pick up the line). I had to visit the post office to finally receive the glasses. I wish I could finish the story here.
I received the glasses on 16th of November and one of the lenses had a noticeable scratch. Moreover, my own lenses which were originally on the glasses were NOT included in the parcel despite they were my property which I paid for the full price. Apart from that, an expensive Gucci frame was placed in a narrow case which definitely did not fit and the frame was bended.
In November, 17, I had to visit the Newcastle branch again to find out what could be done with the scratch and bended frame. The manager said that the frame should be repaired and the lens should be exchanged and it would take another 10 days.
On November, 29, I visited the branch to collect the glasses. I tried them on and what a nice surprise, I could not see trough my glasses, the lenses were completely out of focus. I assume that the lens with the scratch was exchanged for the lens for reading while another lens was for distance vision. Moreover, there was a big gap between frame and a new lens.
The manager took the glasses AGAIN and asked me to wait another 10 days. AGAIN.
Today is 10th of December, the glasses are still there, it is almost 2 month after beginning of this horrible business and 2 month I have to avoid driving when possible and I feel very uncomfortable outside as my eyes are itchy without glasses (that was the reason I had to take an eye test, I thought I had an infection) and that was the only glasses for distance vision I had.
I've sent 2 letters with the complaint to email@example.com, no answer!
I had a dreadful experience with Optical Express. Went for a consultation and was told I am suitable for (the most expensive) laser eye surgery they have. Agreed to do it and paid full cost in advance.
On the day of the procedure, took time off work, went to the clinic only to have a chat with the surgeon who said he wanted additional confirmation from my GP and a specialist that I am suitable due to my other health issues (which on the consultation day I was assured would not cause a problem). Very frustrated I was turned away and am now waiting for 3 months to see a specialist to confirm I can go ahead with the procedure.
When I asked for my money back I was told I will have it within 3 days. Nobody got in touch with me after 2 days, so I rang the company and reminded them I want my money back. Someone took my card details and said it will take up to 28 DAYS to return my approx. £3,000 to my account. Since when does it take so long to carry out an online transaction?? It took me 2 minutes to send them my money in the first place. After a month, no contact from Optical Express and no money, I kept ringing them and they promised to call me back which they never did. Finally I got hold of someone from their financial department who said there was NO RECORD of my bank details, so he took them again and told me to WAIT SOME MORE. I don't think I will hear back from them again and will have to keep ringing and ringing to GET MY MONEY BACK for a procedure that I was told I could have and was turned away. When they wanted me to become their patient they didn't mysteriously lose my details and kept ringing twice a day to remind to pay etc. But when it comes to paying me back after having mucked me about for so long, they go quiet.. This is the worst customer experience I have had in my life.
I am NEVER coming back to Optical Express! Why waste all that money on advertising if they treat customers who are willing to pay like this?? It's a joke..
I suggest to everyone choosing a different company to avoid disappointment and appalling customer service.
I recently required new sunglasses. I popped into Optical Express branch in Edinburgh Princess Street, found a new frame and paid in advance 250.- pounds On 22/09/2012 (for just a simple repeat of existing optical lenses prescription).
A week later I came to collect - I had free cheap glasses in a deal - they were perfect!
The designer sunglasses were completely out of focus - I returned them.
I returned to collect Saturday the next week- no one had any idea about it (I was told it will be ready Monday) - they found glasses finally but the same problem persist... nothing was done but it was shown as fixed!
Anyhow, I collected them and tried for 2 weeks and almost created a car crash as sight so bad. Returned to shop Saturday and asked to speak to manager. I was told to come back after an hour. Returned after 1 hour, waited another half hour in shop. Finally salesman asked if he can help - I asked if he is the Manager he said - vaguely! Anyhow, he arranged for me a new glasses frame assuming they could not fit my lenses to the current frame. Was told it will be ready Monday. (he also showed me that focal point is completely wrong!).
Returned Saturday next. No glasses were ready at all! No one knew anything! Saleslady found unfitted frame in the lab. Said it will be ready Monday!
Came back Saturday next. Same saleslady brought the new glasses - but it was made to 80% tinted. This is well above normal. Why? I have no ideas. Not possible to see anything! The saleslady told me to come back in two hours as they can remove the tint.
I returned after 2 hours. Saleslady told me now that its not possible to remove the tint!
Now I was fed up with that shop and just asked for a refund. After fiddling with the computer for a long time saleslady told me she has no authority and gave me a written note and said it takes 28 days after they actually activate this refund. Even now I still have no confirmation if this was carried out.
In total I visited that shop to collect a very basic optical sunglasses 5 times! Every time the sales people had no idea what the lab downstairs is doing and there was no manager to talk to. I was promised 4 times it will be ready next Monday and they will contact me.
No one ever contacted to say if it was ready and it was not known if its ready when I came into the shop by next Saturday.
Had my eye test June 6th. 2012. I was told I would get a phone call in about 10 days to let me know if my new specs would be ready. Heard nothing after 14 days, so phoned the store myself, only to be connected to their Customer Services. Customer Services tried to phone the store for me, but the phones weren't been answered. I tried a further 10 times that today to try to get through to the store, but still no staff were answering the phone. I then tried for a further 3 days to phone the store, but only to be connected to Customer Services, yet again. Customer Services still couldn't get through to the store either. Out of frustration my husband said he would call into the store for me. Guess what, he was told my glasses had been ready for collection for the past 7 days and that someone had phoned me, but there was no reply. No one from Optical Express had phoned me, as the days this claim was made, my whole family were at home. I then went along to pick up my new specs. After trying them on, it was clear the prescrition for my Variafocals was not set right, as I couldn't read from them. The measurement I was told was 17mm and should have been 20mm, so off back to the Lab they were sent with another promise of a phone call when they were ready. Well the same thing happened again, promised phone calls that never came and I still couldn't get through to the store again and niether could their own Customer Services. I was starting to feel quite dispondant now and wished I hadn't gone to Optical Express. Upon doing some reaearch and speaking to someone I know who works for a Complaints Department, I discovered there had been countless complaints about this store and others. Obviously this made me very vary, so proceeded with caution, trouble was I had paid up front £359.00. After eventually managing to get through to the store 14 days later, I was told my glasses were ready and someone had phoned me to let me know, I am very sorry, but no one phoned me, AGAIN!! So off I go to collect my glasses, it was then August 13th, this time I was served by the Manager, so thought I would be getting any help I might need. I couldn't believe it, but my glasses were still not right. The Manager remeasured my eyes and I was told the measurment should now be 22mm. I asked for a refund as I felt enough was enough, but hubby persuaded me to give them the benefit of the doubt, especially as I was been attended to by the Manager. Big Mistake. To cut a long story short after waiting another 2 weeks and no specs in sight I asked for a refund. What a hassel that was, they don't refund your card, only send a cheque and they make you wait for that. Tha Manager was less help then the ill trained staff. Many more customers had complained whilst I was in the store, so it wasn't just me been unlucky. You have been warned.
Web: http://www.opticalexpress.co.uk / With it's European network of over 200 clinics, Optical Express is the number one provider of spectacles, contact lenses, laser eye correction and dentistry in the UK.