Optical Express

Update: Had Wavefront Lasik surgery 10 days ago. Vision is deteriorating and i am extremely concerned. The fog and blur is apparently the myopia returning. At my first post op appointment (day after surgery) i had 20/20 vision. At my one week post op appointment i was told i had 'driving standard' vision - but i felt i was struggling whilst driving, no clarity at all and desperately wanted my sight back (like when i wore contact lenses, which may end up being the case again). Today is much worse. I have avoided driving and rang the emergency helpline. I was told that because i have "dry eyes" and am using the eye drops regularly that this is the cause of the "blur" - uneven surface on eye - But i am not at all confident with this. My vision is poor and although it is early days, i am not confident that lasik has been a success for me. Each person is different, and each person heals differently, this i know, but having the best treatment (wavefront) with only a -3 prescription pre-op - what has gone wrong???? I feel utterly helpless and will need glasses to drive to work if no improvement this week.

Vicky Reid was my optometrist for my consultation.

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!

Had Lasik at Manchester on 4th April. Can only sat wish had done it years ago. Procedure took only 20mins for both eyes was at clinic for approx 1hour 40mins in total. 3 hours later was at home watching TV. The grittines commented on by other patients was not so much more like when you have a bit of dust or contact lense solution in your eyes. They were also a bit watery/blurry for the rest of the day. Next morning had perfectly clear vision - no watery, itchiness or anything. The worst part of the procedure was having the eyelid clamps put in - as your lids are not numbed with drops. I found the stretching quite uncomfortable. Once they were in though, everything happens so quickly that you don't notice. Mr Khan and all the staff were excellent and made my husband and I very comfortable while at the clinic. They day after surgery, I had my first check up at Meadowhall and was amazed to have 20/20 vision. 2 months later, my sight keeps getting sharper and I don't need reading glasses either (I was told I might need them after surgery) and I was driving the next day. My only critisism was of the service at Meadowhall, the appointment times I were given were not what the Manchester clinic had (was told 2.30pm but should have been 10.30am). This was not a problem as Manchester called me the day before to confirm I was still coming, but as I live in Sheffield was going to travel and stay overnight in Manchester, good thing I didn't as would have missed my appointment. My advise would be to continue taking the drops as advised, even if you think you don't need them, ask your surgeon any questions that are worrying you (Mr Khan was more than happy to answer all my issues) and above all dont wait any longer - just go for it. On the issue of price, I asked why it said from £395 per eye (mine was £695) and surgeon said £395 was for smallest prescription and that he would not operate on someone with such a small precsription anyway!!!!!!!!!!!!! SO OPTICAL EXPRESS CHANGE YOUR ADVERT TO A MORE REALISTIC PRICE.

Counsellor (Nina) first invite into optical was amazing, the help from Sonia about contact lenses for the first part provided the help needed and Sam regarding consulation made me feel very happy about the whole procedure. The operation by Doctor George did work brilliantly. The final results were perfect. I wish to thank all of the staff, lots of love from Les xxx

I had Lasik Wavefront at Birmingham on 9th June performed by Mr George. After reading many (possibly all!) comments on this website, i will now tell you my experience and hopefully this will be of some help to you. I originally went to the Manchester Optical Express Clinic for my consultation and because I wanted Wavefront Surgery within the the next 3 weeks, it meant I had to travel to Birmingham for the laser treatment which i did not mind. My prescription in both eyes is -3 and i paid £2,400 both eyes - not exactly £395 per eye - but i was assured this is the BEST treatment. However, the only way to describe my experience at Birmingham is that of a "factory line". I was made to wait over 3 hours in a waiting room with other people checking in for eye tests, contact lens checks, laser consultation, etc. I thought this was a bit poor because i was extremely nervous and would have thought there would be private waiting room for people undergoing laser surgery. My partner could not believe we were made to wait in their normal everyday waiting room when clearly, i needed a calm atmosphere and most of all some privacy. After 1.5 hours, i was then moved to a tiny waiting room with 4 other people waiting for their surgery with their partners. When we arrived, there were no seats and stood outside the room until a sofa became available. I then witnessed the factory line - One person in, 15 minutes later, a door opened and they came out of the laser room (in full view) with red eyes and was then took in another room - i was PETRIFIED! I didnt think this was professional at all. Maybe this is because Optical Express is cheaper than the likes of Ultralase, etc, but when paying £2,400, i would have expected a little more privacy and reassurance. After over a THREE hour wait,it was my turn and i was extremely nervous. Infact, any longer, and i probably would have walked as apparently i was going into shock. Nobody should have to wait in those conditions when undergoing any type of surgery. Mr George asked me did i want to go ahead with the Lasik because i could have Lasek if i wanted to. This upset me because i was in no state to be deciding 5 minutes before surgery whether i should swap the procedure around. I stuck with lasik and signed yet more consent forms (for my larger than average pupils!) which would put most people off. The surgery itself is not as bad as you would tend to think. It really isnt. But obviously, your eyes are so precious and naturally you are so worried of the risks. I had previously read that you cannot feel anything when the surgeon performs surgery on the first eye, but the second eye you can feel. This happened to me. The second eye was much more uncomfortable, and i could feel everything he did - but no pain. The suction did not bother me, neither did seeing the flap being put back but i did not like the sensation of the bracket on my left eye - this i could feel - along with the pressure. But absolutely NO PAIN. Please be assured of that. It has now been 3 days. I have better than 20/20 vision, but my eyes are very dry. They are also still a bit misty and i have had to take the day off work. There is no pain, just an uncomfortable sensation, a bit like a very dry contact lens in your eye - but you cannot take it out! I am hoping that the mist and dryness dissapears over the next few days as i am still in the recovery period and maybe i am wanting to run before i can walk. But obviously, i am concerned and would like to know if anyone else is suffering from dry/misty eyes 3 days after surgery? BUT! Being able to see when i wake up first thing in the morning is truly amazing and i would say it is worth it - no more contact lenses!!! but at your consultation maybe ask to see where you will have to wait before surgery? I wish i had!

If you enjoy feeling like a second-class citizen, then Optical Express is for you. Clearly they rely on their ad campaign and high volume for profit, because their customer service is rubbish. To be fair, one month later, my vision is almost 20/20, but I wouldn't recommend Optical Express to any of my friends. I had my surgery at the London clinic, which is chaotic at the best of times. Staff there didn't know what I was there for (when I went for my check the day after surgery, I was told "this is your first visit isn't it?" ah no...) and they even had other clients in the same consulting room! I am also slightly concerned that every time I go back (one day, one week, one month check-ups) I am asked to do different visual tests; the day and week after surgery I was told my vision was 20/20, though at my one month check up I was asked to read much smaller letters and told that my vision wasn't quite perfect. Hmmm. So, in summary, Optical Express are average. Their prices are nowhere near as cheap as the ads and their customer service is crap. Oh and if you want to complain, don't bother, because the complaints manager in London has left, so you won't get a reply.

I was treated disgracefully. I rang up the day before to check if parking available, told there was, but "centre" was a shop in pedestrianised centre of liverpool.arrived one minute late,after driving for 2 hrs,refused use of toilet,had to go to nearest toilet in precinct,got back to "shop" 5 minutes late for appointment and was told optician? wouldn/t,not can/t see me because i was 5 minutes late and she was seeing someone who had wandered in off the street.is their surgery as shoddy as their customer service? wouldn/t use them now for free.thought about complaining but if that is representational of the company i wouldn/t let them do laser surgery on glass eye they/re crap. i have worked in retail management for 25 years and i have never come across such ignorant staff.

Im due to have lasik at the beginning of July with Mr Teenan at Glasgow. Does anyone have any comments or information about him?

I had Wavefront Lasik in Leeds (sugeon Mr Aziz)on 31st May and am amazed at the results. I had the surgery @ 1 o'clock and after going home to bed for 2 hours awoke at 6 o'clock with perfect vision ! There was a little discomfort during the procedure and I was v. frightened (!) but the surgeon put me at ease and seemed very relaxed and confident. At my check up the next day I was told that I had perfect vision. I can not recommend this highly enough, for a few hours of discomfort (not pain !) I now have perfect vision !!