I write with regard to an appointment that was scheduled at the Shaftsbury Avenue branch. Upon arrival, I was told that my appointment had been cancelled due to the surgeon falling ill (they had my contact number but did not let me know). I was extremely angered by this, as I had taken unpaid leave from work for one week in order to have and recover from the surgery.I was told by the receptionist, that alternative local Optical Express branches had already been contacted, but there was no availability. I asked if it was possible to reschedule my appointment for later in the week, but was told that Optical Express would have to write to me with the confirmation of any new appointment.
I was extremely shocked and disappointed at the way the staff dealt with both the cancellation and the request for a refund. I was told to wait, and that as a lady by the name of Meera was dealing with the problem in her office. After having waited with my mother for in excess of an hour, I was called in and told by your staff that their Reading Branch was able to carry out the surgery. I declined, as I had already asked them to only contact local branches, which they said they had already done, and ironically enough, Optical Express’s own literature states that travel on public transport is not advisable after surgery, yet my train fare cost was going to be paid/refunded by them(!). I then asked for a full refund and was told I would have to wait for up to two weeks, as the refund could only be processed by your Head Office. After having to explain that this was unfair, The girl there then said that she would contact the Head Office immediately, and assured me that she had my account details to refund the deposit.
The next day, I had neither heard from anyone at Optical Express, nor received a refund as promised by your staff. I then called the Customer Services team, where someone called John told me that the Shaftsbury Avenue branch had not yet even informed them of the refund issue at all. He then promised that he would call them first-thing Monday morning, and would then call to update me. On Monday Afternoon I called their customer services yet again, as I had not been contacted as promised, then someone called Amy told me that John was now off sick and that she would contact the branch and get back to me in the morning. Yet again, I did not receive a call in the morning as agreed and called customer services at lunchtime on Tuesday. This time, I was told that Amy was busy and left two messages for her to call me-I still have not received any call!
I am extremely disappointed with Optical Express. I did not feel that the staff at the Shaftsbury Avenue branch were genuinely apologetic or extended any customer service. In fact, I found them to be blatantly incompetent; being far more concerned with discussing their personal lives at the reception desk, than taking my complaint seriously- their laid-back attitude gave the clear impression that a ‘cancelled appointment’, was not a ‘serious issue’ for them, and furthermore gave the impression that it was in fact a regular occurrence at Optical Express. Having found the branch staff to be blatantly incompetent, I was quite frankly shocked that their Head Office staff were just as eager to disappoint; with both Amy and John also not calling me back as they had promised.

After having taken a week’s unpaid time off work, I now have had no alternative but to book my surgery and treatment through a more reputable company, Moorfields eye hospital. I am annoyed that I am having to wait at all for a refund, and even more annoyed that every member of staff I speak to at Optical Express, has quoted me a completely different waiting time!