Optical Express Ireland Omdömen 577

Eye surgery 13th June 2018
Optical Vision in Exeter Devon UK my prescription was -5 or -6 per eye
Had the surgery paid 4k
1 year aftercare included
Had eye appointments 1 week, then 3 months check up etc

My vision starts getting blurry 05/02/2020
I go to optical express they say it's dry eyes- even though report says right eye -0.50 left eye -0.75
I pay £50 for check up

I try eye drops for a while
Migraines start around this time start of covid- I go to doctor he says I should go for eye appointment

I go to Specsavers 27/11/2020 my vision was 0.75 per eye they say I need glasses

Eyes seem to get worse even when using eye drops
I go to optical express for another eye appointment explain what has happened they offer a free appointment on November/ December 2022

They say my vision has changed and they offer me a free consultation on 14th November 2022 to see if my corneas are thick enough for further surgery

They contact me later on to say it's not free and that I'd have to pay £100 I refuse and ask to talk to head office and complaints department.

I go to Specsavers 24/11/2022 for an eye test they say my vision is -1.50 each eye. I buy glasses

Optical express head office call me 20 working days later explaining that policies say 1 year guarantee cover only and that there's no compensation, no discount on further surgeries I tell them I'm not happy they don't do anything to help.

I have been wearing glasses or contacts 20 years now and wanted to get laser eye surgery.
From the second I filled in the form looking for a pamphlet to be sent to me I was hounded by a sales call centre, I took the first call, explained I was at work and filled in form on my break and could I reschedule the call for when I was finished work. Despite agreeing I got 7 missed calls in the next 4 hours.
Like a fool I still made an appointment for the Newbridge store for a suitability appointment.
The optometrist was rough and rude. He accidentally poured too many of the drops they use into my eye and When he shone the light into my eye I blinked away a tear that formed and he loudly gave out to me saying it was ‘uncooperative’ of me.
After my appointment I requested an appointment with the surgeon as I had questions and concerns that the optometrist couldn’t answer. They booked me an appointment with the surgeon in Tallaght, but called several times to cancel and rebook in the next 24 hours. at this point there was no way I was going to go with a company that was so unprofessional from the get go and went to another laser clinic in a Dublin private hospital who were far more professional (and cost less per eye). I do want to say the girl who greeted me in Newbridge and looked after me (Rebecca) was absolutely fantastic, she’s the only good thing about this company and she deserves credit for that.

I have now been waiting nearly 2 years for my surgery and just today cancelled .
They after nearly 2 years said they couldn’t give me a date .
Never kept me informed as to what was happening.
Just took my deposit and left me waiting.
Ask how long surgery is going to be before booking
Never again .

I just want to say Thank You so much optical express, fantastic service!
I had cataracts and underwent surgery on the 22/11/2022 , I went for the post operative check the next day , 20/20 vision less than 24 hours after the procedure!
I’m literally blown away!!!
Amazing staff and wonderful service.
Thank you Andrew Giblin for answering all my questions promptly and professionally.
Thank you Hardip/Aaron/Henrietta and all front of house for being friendly, professionally and making me feel so welcome.
Thank you to all of the fabulous staff at lakeside ( especially Kira who had to endure me sobbing down the phone when I thought the op was going to be postponed)
Thank you to David for looking after me so kindly after my op, what a gentleman!
Thank you to the wonderful anaesthetist Dr M James for listening to me and putting me at ease.
BIG Thank you to handsome Andras , we had such a laugh even if I did make him blush! , lovely charming man, makes all the difference when you are nervous.
But my BIGGEST and most heartfelt THANK YOU goes to Professor Jan Venter, what an incredible and professional man, from seeing him in Chelmsford for a private consultation as I was very nervous and I particularly wanted to ask for advice on which lenses were most suitable for me ( I had done my own research and was looking for reassurance that they were going to be ones that I too would like ) , he listened carefully to my concerns, didn’t rush me, and put me at total ease, to performing the operation quickly and completely painlessly while keeping me calm, I felt very confident in his hands despite my obvious nerves.
I take my hat off to you optical express, you have the most amazing, incredible staff/team that are an absolute credit to you.
You come 100 % recommended.
THANK YOU, you have literally changed my world
Tracey Lewis

This company is the worst ever, they do not care about you and your needs, they don't see you as a patient, they only care about their business and the money. They were harassing me when they were trying to make me commit to have a surgery done with them, calling me three times a day for weeks. When I accepted to have the eye tests done and get some information from their optometrist, they were not very informative and did not answer all my questions but they were very pushy so I would book the surgery and further info from the surgeon. I was never quite sure that I wanted to have the surgery done with them, because I wanted to have the lens implant surgery and they were pushing so I'd book the lens replacement (!!!) surgery instead. After I payed £500 deposit just to have the chance to speak with someone else so I could ask all my questions, I decided that I would not have the surgery done with them, they were very shady with their replies and it felt like everyone who I spoke with just learnt a script and kept giving me the same replies over and over without actually addressing my doubts. Anyway, I spoke with the receptionist (Michelle Mackay) from the Bridgewater clinic in Manchester on the 26th October 2022 to request to cancel my surgery and asked to have some form of confirmation about this. She assured me that someone from their team in Glasgow (the same ones that were harassing me for days on the phone) were going to get in touch with me to arrange for that and for my refund. Well, it's 23rd November now and after several emails and phone calls, NO ONE from Glasgow has contacted me and of course they have not arranged for my refund yet. Please, do not fall for their lies, these people don't care about you or your eyes' health, they only want to keep pushing you with lies so you book the surgery they want with them. Imagine if they act like this from the beginning, what kind of care would you receive in case you actually have a surgery done and need help from them afterwards?

The check up I had from Alberto at Eldon Square in Newcastle, was the best, most thorough and comprehensive review I have ever had at any opticians. I can honestly say he is the very best optician I have every had a check up from. Definitely a 5 star + experience not only for his technical expertise but also for his manner and helpfulness.

After never receiving a call back after 2 request I made the call to book our family of 4 into our regular branch.
This time we've been told that they now only accept 2 members of 1 family at a time, so they want us to make 2 separate trips out to them.
Obviously a change of policy as it was never a problem previously.
Not sure why a family been seen together at the same time is such a big difference to them, than booking 4 slots over 2 days, but obviously it is a business decision.
Cancelled all appointments and now lost 4 customers & word of mouth want be positive.
Policy actually is very discriminative to families

Had laser eye surgery last year and achieved 20/20 vision. Now only a year later vision has regressed backwards significantly to the point where I have to get glasses again. (My prescription has been stable and I’m only 24 years old) I paid over £4,000 for the initial surgery and now I’ve had to pay £100 just for an aftercare appointment. Very concerned that my vision will progressively get worse and I will have wasted all my life’s savings.

It appears they do not care about patient wellbeing at all. Will be looking into legal action.

Maidstone branch. Fantastic service and experience. Adrian was so professional and resolved my dilemma immediately. Once my new glasses had arrived I got a phone call and Adrian said he would deliver to my door as he was visiting his relatives nearby. Been with this branch for years and wouldn’t go anywhere else.

Auberto was excellent and provided a great service

Fabulous attention and service today from Ekelina in the Gyle Centre shop. Thank you for helping me out with a pair of glasses that needed a new screw.

I visited the Darlington branch as I am interested in lens replacement surgery.
The level of customer service was exceptional; extremely friendly and professional, the staff made me feel comfortable and relaxed. All my concerns were addressed and the whole process was smooth and efficient making me feel confident in the surgery I am scheduled for.
I find it convenient that, although I need to travel to Newcastle for the actual surgery, my initial consultation was at a local venue.
I’d like to thank Mandi especially - I was caught out by unexpected rain and she kindly gave me her umbrella (insisting that I could keep it!) as I had to spend a few hours in town, before driving, while I waited for my vision to return to normal after dilation. This is ‘going the extra mile’ for customers, though it felt throughout that the service was performed authentically and naturally, and not in a mechanical ‘this is how to give good customer service’ way.

Recent appointment at Maidstone Optical Express, I just can’t thank Adrian and Karlie enough for their outstanding warm, caring welcome, their kindness and commitment to customer care. Despite being really busy they were both so attentive. Thank You 😊 x

Worst company ever. Both my parents need cataract surgery. They told us that that wee need to pay £9590 for both their surgeries.
Initially they informed us that if you have one eye done, you get discount on the other one. But at the time of payment they changed their story. I paid for everything they asked me upfront. About 3 days later they called me to say that they have made an error with regards to my father 's figures and it should actually be £7600 and not £5600. Transmitted repeatedly that it is an error made by them, but wanted me to pay for it. I refused to do so and raised a complaint. Complaint was raised over a week ago and I have not even received an acknowledgement email so far.
Now they are doing everything they can to get that money off us.
They charged me £600 for an interpreter for 15 X 2 mins = 30 minutes. I was informed that they have to have an external interpreter for legal reasons, however same interpreter can be used for both my parents. Surgery only takes 15 minutes and as my parents are having the treatment one after the other on the same day. Interpreter is paid for the full hour. This afternoon I received a call bottom their head office asking me if anyone from my family is able to do the interpretation. I reminded them of the legal requirements of having an official interpreter, so the lady went away. Later on in the evening I received another call asking for another £600 for another interpreter as 1 is not enough.
This company is an absolute nightmare. They have wasted so much time, better to stay away from them. I would never recommend this crook company to anyone.

Was sold this procedure as lifetime cover they were great for the first year. 2 years down the line one of my eyes is playing up I keep on seeing shapes I rang the head office now and been told and I have to pay for a check up. I can't see how this is lifetime cover not happy

I went to optical express in Liverpool mainly dealt with Kevin the manager, ok here is my experience I originally booked in for mono focus lens replacement in both eyes paid in full but after a few days I cancelled because I was concerned I would not read maps as these were for distance only. Kevin asked me to at least talk to the surgeon in Manchester to which I refused I was convinced it was not for me, so he kindly refunded me in full.

However after having time to really think it through I rang Kevin back and explained that I wanted a lens that would be similar to my contact lenses which I can read, read maps, drive, an see long distance, he said to me the best I can offer you is just go an talk to the surgeon, they have more info than we can offer here, so I said OK I'll give it a go.

So I went to see the surgeon a few days later wow was I glad I went he put a machine on my eyes an showed me how my new eyes would look, he basically said its lucky you cancelled other week because a brand new lens has been getting tested for 2 years up in Glasgow, we here in Manchester have now got it as from last week an it's compatible for me, so basically I could read maps, read an text, an see long distance with this new lens, it's called ihance multi focal micro lens which in a nut shell is like having my contacts in, as one eye was stronger than the other so one does the near vision and one does my distance but there working together just like having contacts in.

So I contacted Kevin back in optical express in Liverpool an paid him again.

Well I got my surgery on 21st July 2022 so I turns up, I wont lie I was petrified, the surgeon was asking was I ok I said no I'm really scared, he said look we can't talk you into anything but what is it your worried about, me being a coward ha with me being awake I'm thinking about the pain he just looked an laughed an said, I assure you if that's your only concern you won't feel a thing, I replied sod it I'm here now let's do it so in I went I swear to god I never felt a single thing. It only took 15 min per eye an I was done I come out an I could see name badges on the nurses already, I could read reg plates I was over the moon with excitement. The next day I was reading my maps even better than having contact lenses in, I'm still in the recovery period taking my eye drops every day every few hours but I swear my sight is amazing, my only biggest regret is not doing this years ago having said that the lens I've got was not out then, so maybe it was meant to be who knows but I'm over the moon. I can go to bed not worried about taking lenses out, wake up not going into the bathroom putting lenses in an also not having to pay £46.50 per month for contact lenses as I've spent 12k on lenses over the years, so if your thinking about it my advice is stop thinking just go for it because you won't regret it. I'd just like to say a massive massive thank you to Kevin an all his staff at Liverpool for putting up with my paranoia, but he was right all along saying I'm silly to miss out on this opportunity so thanks to him I went ahead. Also I'd like to thank to all the staff an surgeons at Bridgewater wellnes clinic in Manchester, they were also amazing from the minute I walked through the door to the minute I left with a huge smile on my face.

Beware - Aftercare very poor.
Paid thousands for Lens replacement surgery. I picked my surgeon based on information given on website based on his experience.
One week before surgery i was told i had to change surgeon. I wasn't 100% happy and just wanted the job done. Surgery was ok and eyes were perfect after a few days. A few months later, eyesight was getting blurry and flashes of light more intense. On the next check up they said it was the darker nights and nothing to worry about. I told them on the next two appointments i wasn't happy. On my 12 month appointment, i rang in December for a January appointment..... No answer then got hung up. i then emailed.... no reply, i i then called and got an appointment middle of January. i mentioned the blurry vision again so they did some tests and said there was an issue will a pocket at the back of the lens. I asked if it was covered under the 12 months aftercare package and guess what.. NO! , the answer was that i was 3 days over the 12 months since i had the surgery. They kindly offered to do Yag laser treatment for another £1500. At this point i went to head office to complain. no joy so they then said if i didn't want to pay that i should go through the NHS.
So in a nutshell, i would give them a wide berth.

I have my eyes Lasered through optical express and I can honestly say it’s the best thing I have ever done! The team were great and very nice to deal with!
Thanks guys ☺️☺️

Terrible terrible experience and am only writing this to warn people of my dreadful experience with them and warning people not to believe all the good things they say about themselves.
I just needed new mono focal cateract replacements for both eyes which BUPA was funding.
Was told that it would be done in their Glasgow clinic and that I must be driven both ways and book at my expense to stay overnight in a hotel.
Clinic was difficult to locate and no parking facilities. I had disclosed my full medical history and insisted I wanted to speak with the surgeon who would be operating as I had various health problems. One being high level anxiety which can spike my controlled normal BP. On arrival I was told BP was okay and procedure would go ahead. Unfortunately I was kept waiting for FOUR hours in a very stressful environment. Staff were not wearing masks correctly and scanning equipment was not cleaned between using with another patient.
I had to re do the long form I’d already completed. You have to initial each condition and I had queried a few. I realised it was all about making sure neither myself family or friends would sue them if anything went wrong. This made me anxious as did the long wait with no explanation as did the fact that they insisted on payment of my excess on BUPA which I queried but was told untruthfully they had rung and checked with BUPA. I found this out afterwards when relaying my experience to BUPA who confirmed they had not been contacted and never want you to pay until they have been invoiced. When challenged the staff member pretended she had never told me she had contacted BUPA. After my four hour wait for the procedure I was told one more check and then I would have the procedure. This was a BP reading which due to severe stress and anxiety caused by the above incidents my BP had gone sky high and I was told no procedure would go ahead I’d have to re book.
My GP had advised if this happened to take a sedative he prescribed but they refused to let me do that because they said I wouldn’t be fit to consent. I could have obviously consented before I took the sedation.
I think in retrospect I had a lucky escape and have now had very successful cateract surgery at a lovely very clean and hygienic hospital by a caring understanding surgeon who operated at the time I was given.
Optical Express has been given ample opportunity to apologise but still insist I am to blame. Please think twice about using their Glasgow clinic which seems to not treat patients as individuals.
Just want to add that I have just read other reviews from poor people who have also had terrible experiences with Optical Express and feel very lucky to have escaped their clutches with both eyes still intact and not having had money conned out of me. I understand now about the long forms because so many people must have tried sueing them!!
Small update. Keep getting emails from this dreadful company. Never a sincere apology glossing over everything making out the dire service was all my fault and still telling fibs. Please don’t trust them unless you have nerves of steel very deep pockets and all the time in the world and dishonesty isn’t a problem for you. The women that signs these letters won’t speak directly over the telephone she’s far too important to actually speak to the people who are essentially keeping her in a badly executed job. Having read the other reviews perhaps she is too busy writing letters trying to defend the indefensible.
Please save yourself lots of upset by using another company, I did and am so pleased I did.
Oh please I’ve rung three times to explain but you just blame everyone else for your incompetence dishonesty and plain nastiness please people take my advice so many really good lovely places who will do your cataracts with hygienic and comforting and lovely professionalism. Anyone in Scotland try the Kings Oark Hospital in Stirling you will have a great experience compared to Optical Express who just care about getting as much cash out of you as they can con. Nasty nasty company with dishonest staff.

Be careful when paying your £500 deposit as you only ever get 50% back if you cancel !!!!! Even if you haven't signed the documents, it doesn't matter

I booked a consultation and after it I was asked to pay a £500 deposit. I explained that I play golf and would want the procedure later in the year, perhaps in November. That was too far away they cannot make appointments. I was advised to make an appointment at a date sooner and then change it. I did this and was asked if I wanted my £500 back or left as deposit. I said its 6 months away so give me the money back and I can pay it at a later date nerer to November. I was told you only get back £250. I said I haven't signed the green form, the terms and conditions document. I was advised that she didn't go through the form as I didn't look like someone that would cancel !!!! I complained and the complain has taken 20 working days to finalise. So they won't refund me my £500 because its states in bold on Page 7 above where the signatures are this "BY APYING YOUR DEPOSIT YOU ARE ACCEPTING AND AGREEING TO KEEP TO THESE TERMS AND CONDITIONS. THIS APPLIES EVEN IF YOU HAVE NOT SIGNED THESE TERMS AND CONDITIONS. Now how can i be bound by something that was not shown to me ?? As far as I am concerned it is shady dealings and anyone paying any money should be aware of this