Jeff´s profile

Reviews (1)

Optical Express

Pleased with the outcome but pressured to sign up during initial consultation and wasn't informed about T&Cs and cancellation terms during the consultation

Very pleased with the outcome and the care and procedure on the day, but I felt pressured to sign up during initial consultation - having stated a few times I would have to take time to think about the financial commitment, including that I'd like to speak to my parents about it, I was told I'd have to sign up then and there or start the whole consultation process again.

I did decided to sign up and to pay by direct debit. Before signing the DD agreement, I was explicitly told there was a 14 cancellation period.

Only after signing the DD agreement was I given pack containing the T&Cs (which included the notice that there was a 72 hour period in which to cancel and get a refund on the deposit). However, I was not told at the time that the pack contained the T&C, just that I should read the instructions about what to do in advance of the procedure. Since I didn't read the pack until 72 hours had passed, I felt unable to change my mind about the procedure, having committed the deposit. (Yet the DD cancellation terms were explicitly mentioned when signing up for that).

I would have felt this were only a one off had it not been for the patient at the clinic on the day of my procedure complaining to the administrator and manager that they'd also not been made aware about the cancellation terms during their consultation (they were trying to cancel their upcoming procedure at the time).

So, all in all, satisfied with the procedure, outcome, on-the-day and follow-up experience and aftercare, but quite unhappy with the pressure and lack of explicit reference the cancellation terms during the consultation.

04 April 2013

Reply from Optical Express

Hi Jeff,

Thank you for sharing your feedback and I am sorry to hear about your experience. It is certainly not the level of customer service we aspire to.

As I am sure you can appreciate, it is difficult for us to respond to your specific experience within Trustpilot without breaching your confidentiality and knowing some more details. Could you please contact me at with your relevant details and I will investigate your complaint further?


Lynsey Shaw
Optical Express - Head of Customer Care

Jeff´s profile

profile image of Jeff
United Kingdom