Optical Express reviewed by

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

It was a horrible experience...

I booked an appointment for an eye test as I was suspecting that I needed glasses. On the day it turned out that I was the last appointment for the optician who, so it felt, just wanted to get rid of me as soon as possible. When I asked her questions about the results of the different automated tests she performed, she said in a dismissive and patronising tone that I didn't need that information because she was the one who needed to know that.

Then, when trying to determine my prescription, I wasn't even satisfied yet with what I could see with the trial lenses as the letters on the board in front of me were still somewhat blurred, but she just declared that she now knew what I needed and I was done and could go to the reception and pay. At this point I started to feel very annoyed. I don't wear glasses and was not familiar with the whole process and I just felt that staff were not accommodating at all.

At the reception desk they straight away asked for my money and told me to choose a frame. I mean, no one actually pointed out the frames or offered any assistance or explained any deals. Frankly, I got the impression that no one actually cared, but they were just after my money. Even more so, when the man at the reception desk was visibly disappointed (no exaggeration!) when I presented a voucher for a free eye test and requested a printout of my prescription to take home which he was reluctant to issue.

Being suspicious about the whole thing, I wanted a second opinion before investing in glasses and contact lenses and what not, so I went to Specsavers (also for a free eye test!) who were incredibly friendly, patient and thorough, and the result of the second examination was a completely different prescription!!! (I am convinced that the second examination is the one to trust, as I could actually see the board in front of me perfectly with the trial glasses.) It seems that in Optical Express the optician simply did not test properly for the axis and the sphere!

One thing is sure, I will never ever even go anywhere near this horrible, unfriendly and sloppy bunch again! Utterly disappointed...
1
Annie found this review useful
    Optical Express
    TrustScore 8.2 / 10
    765 Reviews

    Reply from Optical Express

    Hi Emese,

    Thank you for leaving your feedback. I am extremely disappointed to read your review and there are several aspects of it which I would like to discuss with you in more detail. I have arranged for a member of our Customer Care team to contact you directly to discuss. I can assure you that we will investigate thoroughly. If I can be of any further assistance, please do not hesitate to contact me at customerfeedback@opticalexpress.com and I will be happy to assist.

    Thanks,

    Lynsey Shaw
    Head of Customer Care
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