Samantha Waite´s profile

Reviews (1)

Optical Express

Good service but appointment booking/keeping is a shambles

I had my laser surgery done in November 2012 and i'm more than happy with it. I've even referred a friend! However, every single appointment i have made with you has been changed. All of them. Not one original appointment has been kept. Even my surgery date and location was changed after it was booked. Which brings me to now. I recently called to book my 3 month post-op check up. I booked Saturday 30th March at 10:10am. Days later i receive an email saying the diary has been changed , i need to reschedule and was i able to make it on the 20th April! In between all of this, i get a phonecall from someone saying the same thing! That i need to change my appointment. I explained that i was doing this via email and the person on the phone assured me that we could book it there and then on the phone and my original date was still free but just 50 mins earlier. I said how much i have been messed around with re-booking and was told i would receive an email confirmation. I never received it but i did get another email from the first conversation to book on the 20th April again - AFTER i had supposedly booked the 30th March, again. I didn't bother turning up on the 30th March as i had absolutely no idea if it was booked and you cannot call branches directly.

So i'll say what i said to the guy on the phone. SORT OUT YOUR BOOKING SYSTEM! When you have a slot free for my post op check ups, YOU TELL ME when i should come to you, because doing it myself, is a nightmare.

Ellen found this review useful

05 April 2013

Reply from Optical Express

Hi Samantha,

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.

I have your details on file and I will ensure that one of my colleagues in the Customer Care team gets in touch with you as soon as possible to discuss the concerns that you have raised in your review. If you are not satisfied with the results of that conversation or if there is anything at all that I can help with, please contact me at and I will be happy to assist where possible.


Lynsey Shaw
Optical Express - Head of Customer Care

Samantha Waite´s profile

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Samantha Waite
United Kingdom