Optical Express woes ...

Brickie_4_U

After sales service, Mmm.

I spent £550 on a pair of glasses and found out that the lenses on one side were incorrect, or wrongly prescribed. Normally you would expect an Optician to 'fall over themselves' trying to put right a potential [while driving!] problem with spectacles they've produced for my prescription.

11.30am: After an initial helpful conversation, I was asked to return an hour later to have another 'eye check up'. One hour later, I'm told to come back 15 minutes later. I returned when asked, was ushered to the back of the shop and told "you will be the next to be seen" ...
Three people enter the consultation rooms while I'll sit still waiting for my much delayed appointment. A very polite lady then arrives to ask me to return in approx' 30 minutes, I ask her to clarify why they continue to delay my appointment, but I only received a generic "sorry".

OK, the above happens to most of us every once in a while, but they [Optical Express] showed little interest when I had originally told them that I would have to leave for home [kids] at 1.45pm and I had a major concern about using my glasses for driving. I guess once they get the money off you for a purchase they then put you to the back of the queue with any 'after sales' concern you may have.

Oh, a friend of mine spent over £4000 on laser treatment at the same store, their last after 'surgery' consultation should have taken place nearly a year ago. My friend is still waiting for the store to contact them?

Poor after sales service all round for this store. They are very expensive [don't be taken in by the free extra frames offer] and you get an awful feeling that you're paying a hefty fee towards all those attentive, but ultimately unhelpful staff.

Yes, I should have gone to Specsavers! ... or not?

HellsGranny

Specsavers have done the same to me, some years ago. Like any chain of stores the bigger they get the less the customer service matters.

Cheers, HG

tidus

Your friend should contact the store for their checkup if he/she is due - this may be important! Don't wait for a reminder!

Optical express have a pretty poor reputation in the industry. Many people I know wouldn't even consider working for them.

aycor

I took O E to the small claims court over wrong lenses, I claimed they were not 'fit for purpose'. They settled in full eventually with an added payment for court fees and sherriffs officers expenses (scottish court), Dont wait for them to sort it out go elsewhere and claim a full refund. Its not worth messing about with your sight. I found the trading standards office extremely helpful when doing this but I had to go all the way and not give up to get the full refund.