Pre-surgery, the staff were all very friendly. The surgery itself went fine and I recovered quickly. Post-surgery I had an issue with dryness that has taken the best part of a year to improve. My eyes were never really dry prior to the surgery but I suffered with serious dryness that affected my ability to drive on many occasions, during the weeks and months after surgery. The team at Optical Express were very supportive and worked with me to try and resolve the issue, although they were unable to identify a specific cause for my dryness. I still have occasional dryness, above and beyond what I experienced pre-surgery, but overall I'm happy with my new improved eyesight.
Also, post-surgery the quality of the service deteriorated, which was very disappointing. I was seen very quickly and was really looked after before I handed over my money, but once the deposit was given it changed significantly. I was kept waiting for at least an hour on several post-surgery appointments. I wasn't looked after in the same way as before I'd paid whilst I was waiting either. With my dryness issues I saw a different member of staff every time and had to explain the whole situation to each of them, even though I could see they'd retrieved my record on the computer. The consistency of customer service should probably be looked into, as poor service after very good service does tend to stand out even more.
Ellen found this review useful
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