Optical Express UK Reviews 

I had a wonderful experience during my consultation with Tuqa at the laser eye clinic. She was incredibly professional, friendly, and reassuring throughout the entire appointment. She took the time to explain everything clearly, answered all my questions with patience, and made sure I felt comfortable and confident throughout the process.

Tuqa was very knowledgeable, attentive, and thorough, which made the whole experience so much easier and more reassuring. It was clear that she genuinely cared about my concerns and wanted to make sure I fully understood everything before making any decisions.

I’m really grateful for the excellent service and care I received. Tuqa is a credit to the team, and I would highly recommend her to anyone considering a consultation for laser eye treatment. Thank you, Tuqa, for making the experience such a positive one!

(DISCLAIMER, I did not book the surgery). I was considering laser eye surgery to improve my short sighted vision. I was called within 30 seconds of submitting my online enquiry at 8pm on a Friday and told I could be seen the next morning, that should have been my first red flag. When I attended my consultation I was the only patient there. The sales tactics were suffocating, the eye tests were performed by a sales advisor and the optometrist dialled in online. There was a strong emphasis on "booking now" and "securing a price". Both the sales advisor and optometrist kept using examples of their friends and family who'd had the surgery which was not verifiable and of course they would have good experiences especially the optometrists wife as he'd be on hand for her after care. I was recommended LASEK surgery and no consideration was given to how my neurodiversity would impact the surgery or my recovery. I was dissuaded from meeting my surgeon in person before the operation and that most people just had an online call with him. I then realised this person would not actually see my eyes until right before the procedure, which made me incredibly nervous.

After a quick Google of my surgeon I was met with multiple lawsuits against him for permanently damaging people's eyes.
I am now being hounded for a response to book a surgery date with them. This company is profit driven and doesn't care about your eyesight just your cash. Your eyes are your windows to the world, whilst on the surface their staff are polite and attentive don't fall for their sales tactics. I will now be considering other options and finding a private health care provider where I'll be able to meet my surgeon beforehand.

In the interests of transparency, my wife had the lens replacement treatment but I feel qualified to leave this review because I had the misfortune to accompany her on two of her appointments with this company.

Let's start with the positives. Clinical care? Excellent. My wife said her surgeon put her at ease and had a kind manner about him. Importantly, he did what Optical Express said they would do - she can now see far better than she did before she had her treatment. No complaints there then, and in one way, I could end the review here but sadly, the skill of the surgeon does not tell the whole story about this company, and the point is - I'm being asked by Trustpilot to review the 'experience'. The short version is that despite the skill of the clinical staff, overall the experience was poor. The longer version follows:-

One must remember that this is treatment that we, as the customer, have paid for and so (call me old fashioned) I want to feel 'valued' in my interactions with those to whom I am giving my hard-earned dosh. We certainly were valued before we gave the large amounts of dosh over but afterwards...well...it appeared to be a different experience altogether.

Let me get to the point - Optical Express have this uninspiring building in the shadow of the Dartford Crossing called Riverbridge House. Once you have actually found the place you are met with surly and indifferent receptionists whose only task appears to be to limit the amount of useful information they impart to those who have the temerity to occupy their bland and featureless waiting room and believe me, you will occupy it for a considerable length of time because keeping to the appointment time for those working there, including the clinicians, is definitely not one of their skills. It was a record-breaking 50 minutes past my wife's follow up appointment today. Apology? explanation? You must be joking (bear in mind this is now post having parted with the dosh - you get the theme here). At least on our second visit today we were spared the torture of the televisions playing on a constant loop a video promoting the customer service standards of Optical Express; we had to sit through that for 35 minutes the other night - I think I know the words off by heart but platitudes are easy.

My wife on her first visit had the cheek to ask why the coffee machine did not work and why the water cooler had no water in it (cool or otherwise). In the characteristically uncommunicative way of madam receptionist, she was told - 'its not working' - no apology - that was it. She felt like a naughty schoolgirl being sent by the teacher to go and sit outside the headmaster's office.

It gets worse I'm afraid. On our second visit, I had the absolute audacity to ask the receptionists the whereabouts of the toilets. Instead of being directed to the toilets, and as if struck mute, the receptionist simply pointed to a sign selotaped to the wall (I'm not making this up!). Was I to relieve myself up against this sign? I had no idea. In the event, the sign purported to tell me where the toilets were. Said sign told me the toilets were 'in the main building' but there was only one building and I was standing in it, so I was none the wiser. Eventually, the receptionist ushered me in the general direction of the facilities much to the hilarity of the other receptionist (the humour was lost on me). After a few lefts and rights, it was a happy ending.

Did we feel valued as customers after these interactions? Not at all. The ability to communicate effectively, apologise for being kept waiting and to hide what they may feel as utter contempt for their customers is a culture that is entirely alien to those on the front line at Riverbridge House.

Would I recommend this company? No. There are plenty of other companies who could do the job just as well (I am assuming here) but who actually put some effort into making their customers feel comfortable when they have to endure long waits to see someone they had 'an appointment' with 50 minutes ago (the second bit costs little/nothing).

I apologise to Optical Express if the front-line staff at this place are all currently working out their notice periods - it certainly felt like that.

Diva was very helpful and pleasant

Nikita at the Westfield White City branch was an amazing individual. He worked fast and efficiently to resolve our issue. I’d definitely recommend for people to come there and ask for him!

Thanks Nikita!

Alisha was a great help I had rescheduled my appointment but CS rep booked for next week instead of same day but she managed to fix that and I was able to see my optician the same day the staff in amazing very helpful and Shona was amazing

Been for my lasik consultation today. Everyone there was very helpful and friendly, especially Bav, she was great. Very informative.

St Enoch Centre Branch, helped by Yvonne. Very good service and care.

Seen at Chelmsford branch, advisor Bethany really nice and professional. Seen for scans really quickly. Optometrist Amrit very friendly and nice gave great advice .
Place itself spotless.
Overall had great service from day one, very satisfied

Was in the st enochs store, everything went fast and comfortable. Gemma was a great help

Very lovely helpful staff. Made to feel comforatable. Was helped by Iona and Marann and Bernice did my eye exam. Would recommend this place for all eye checks.

Hardip and Jameel were so kind.
Hardip particularly made me feel very relaxed it was like I'd known her for years!!!
Every test was explained and I was told what to expect each time,knowing I can call her at any point with any questions or queries about my upcoming treatment is a great comfort.

Consistently understaffed and made to wait around for appointment. Pushy sales team, made to fill out satisfaction questionnaire whilst being watched.

Alicia and Jenna are both brilliant at St Enoch center, very kind and professional. Satisfied.

The great experience started as soon as we booked a consultation in the Chester clinic. The staff were amazing and Ann who looked after me was great. The Optician who saw me after was very professional as well. I then only waited 2 week's to have my both eye's done and the Staff at the Manchester clinic where I had the surgery were amazing. They settled my nerves and we drank gallons of coffee and tea. The team there were very caring . The surgical team were brilliant at putting me at ease. Dr Riaz was so gentle. The surgical nurses were lovely as well. Couldn't believe my new eye's. After the initial brightness had calmed down the colour's were stunning. Really glad I've had them done. Would definitely recommend having them done. Nothing to be scared of. The room where surgery was done was cold so wear an extra layer. The after care was very good as well.

Optical express dumbarton is a great wee shop. I had an eye check appointment for today 10/10/26 all the staff were very helpful. Iona, Bernice and marann where all happy to answer any questions I had and ensured that the experience was comfortable and efficient.

From start to finish Owen explained in great detail. There was plenty of opportunity to ask questions. I didn’t feel rushed or that any question or worry was silly. The importance that this was an informed decision was reinforced and that there were always alternatives with glasses and contact lenses. I was made to feel comfortable and relaxed throughout. Staff were friendly, service was explained at each step of the way and I was always put at ease.

The consultation was informative and I didn’t feel pressured to make a decision there and then.

Having decided to proceed, the whole experience was amazing and explained. I was well supported by all the staff, surgeon David Teenan, surgical team Andy and Claire and post op support. I felt safe and well taken care of.

I had a really good experience with Alia and Anita in Birmingham. Both were really lovely!

Owen made me feel really at ease from the minute I arrived. He explained everything very well, was timely, knowledgeable and very personable.

I had a fantastic experience with Optical Express. Tiarnan, Niamh and Clara were all absolutely brilliant — so friendly, helpful and professional throughout. They made me feel comfortable and well looked after, taking the time to answer any questions and making the whole experience a positive one.
A real credit to the team! Thank you all for your excellent customer service.
Vida Hutchinson