As I had no response to my email to Customer Services dated 10 October I thought I would air my thoughts here......
I received laser eye surgery at Cardiff on 1 June this year. The procedure, carried out by Luka, was a great success and the staff at Cheltenham, Bristol and Cardiff have all been extremely pleasant and accommodating where possible.
My initial assessment at Cheltenham took nearly three hours due to too many patients and not enough staff. Unrealistic targets?
My surgery was booked at Bristol for Friday 31 May. The technology at Bristol was more modern than the system at Cheltenham so they were unable to obtain a reading from my eyes. Four hours later they decided that they needed to put in some drops and therefore surgery could not take place until the following day - at Cardiff. It was never made clear to me why the machine would not work for me - I was just advised that my pupil would not react correctly. I found this day very stressful and was obviously upset that I could not have the procedure as planned.
Cardiff was great. All went according to plan.
However as Cheltenham did not open on a Sunday I then had to go back to Bristol for my checkup. My one month was carried out at Cheltenham, on a Saturday, and all was grand (just dry eye which is fine).
I then struggled to get an appointment at Cheltenham so decided to attend an appointment at Belfast. The optometrist was quite fascinated by my left eye and was surprised that I did not have more headaches. He explained that the machine does not work due to my stigmatism and it is likely that I had a slightly lazy eye when I was younger. He therefore suggested that I attend a further appointment in one month to check all was still ok. I was a little anxious at this but he told me not to worry.
I then called the main telephone line and was told that Cheltenham no longer carried out Saturday appointments! How ridiculous. Surely Optical Express must realise that the majority of patients work Monday to Friday and therefore would struggle to attend appointments during the week. I therefore took a morning off work and went to Optical Express on Tuesday 8 October for a 1050 appointment. They were surprised to see me as they only offer appointments on a Friday! After checking it appears that my appointment was booked in at Chelmsford! Apparently this is not the first time this has happened.
I am extremely dissappointed. The above instances of waiting 3 hours and then 4 hours did not really bother me as the staff were so good and I knew they were doing their best but the fact that I took a half day off work and drove to Cheltenham especially (20 mile round trip) for this appointment was the icing on the cake.
I have now booked an appointment in Belfast - as I will certainly not be taking any more time off to attend the Cheltenham branch.
I had recommended Optical Express Cheltenham to colleauges and family however I have now withdrawn this recommendation as Optical Express are obviously not prepared to provide this branch with up to date equipment and continue to lessen their hours to make it inconvenient for any future patients. Such a pity as the staff are extremely pleasant and helpful!
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
Hi there, it looks like we're having trouble getting you logged in.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
Hi there, it looks like you still haven't activated your account.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.