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Clare Hall
What an awful clinic! I had an appointment at 1.30pm, I was still sat waiting to been seen at 4pm! This was after I had rescheduled this appointment, at their request! My original appointment was at 3.30pm! So why make me reschedule causing a lot of inconvenience, just to leave me sat there until 4pm?? The person doing the tests on my eyes needs training in how to deal with people! She was so unprofessional! She upset me so much I was in tears but she proceeded to carry on doing the tests, so my eye measurements weren’t right! The communication from start to finish has been appalling too.
This company are not disability friendly at all and I feel they actually went out of their way to make me feel anxious and very uncomfortable! Take your money elsewhere is my advice! I have a new consultation with a different company next week, let’s hope they’re better, they can’t possibly be any worse!
Very happy with my experience, all the staff I encountered were so friendly and helpful from the reception staff to the opticians. My surgeon was Sajjad Mughal and he was so great, he answered all questions I had and really kept me calm during the procedure when I was extremely nervous.
Aftercare has been brilliant so far (I am 5 days post op with perfect vision and no issues) for one day of discomfort it has been completely worth it!
I had corrective eye surgery at Optical Express (Corporation Street branch) around four years ago, and at the time the service was excellent—from the initial consultation through to the surgery and aftercare. I felt well looked after and confident in the treatment I received.
However, my recent experience has been very disappointing. After noticing some issues affecting my eyesight, I visited the branch to arrange a follow-up consultation. I was told they were having problems with their payment system and couldn’t book me in, and was advised to call back in a few days instead.
I followed that advice and booked an appointment over the phone for the following week. Unfortunately, after taking a day off work and attending the appointment, I was told it had been booked incorrectly as a standard eye test rather than the consultation I actually needed. This meant the visit was a complete waste of time.
Overall, while my initial experience years ago was very positive, the recent service has been frustrating and poorly managed. Better organisation and communication would make a big difference.
Had a very amazing experience with optical express in the Birmingham bullring branch. Special thanks to Falak (patient advisor) and Sajjad Mughal (surgeon) for making the process smooth and reassuring. They both did a really good job with my Lasik surgery and answered any questions I had before and after surgery.
Highly recommend.
Medical side of things excellent, admin not so. Consultation was delayed by over an hour I arrived 10 mins early and waited until my allotted time, then I was asked to come back 40mins later so complied then had to wait a further 20 -30 mins when I returned and there is only so many times you can watch the same sales video before it gets annoying. On day of surgery all went well and the following day for the check up was fine. Booked for 1 week call and 1 month in house review at reception however did not get any confirmation e mail as previous appointments. Rang reception the day before my 1 week call to confirm times and was informed neither booking had been made ? I explained I had taken time off work to accommodate the agreed dates and I was told that new appointments would be made and I received an email to confirm. The issue then was they had booked a telephone appointment for the one month review even though I had made it clear it was a visit for eye checks. I rang reception again and spoke to a second person and explained again, he then sent me a new appointment for the 1 month however another telephone call. I decided to give up on reception and called the National number, explaining the situation and got the correct appointment on the correct day. Not major issues but annoying when you are paying for top class service. Regards the eyes I had multi focal lens implants and after a month I would say I’m 80% happy some focus issues at certain distances and halo effect of car and street lights when driving at night is quite severe however I was told both would improve with time. If they do then the freedom of not needing glasses will be worth the cost and inconvenience.
Avoid this place. They are strictly money-driven and show zero regard for patient rights or simple apologies. Major red flag if you have any expectation for decent aftercare for what is not a minor procedure. I am now filing a complaint with regulatory bodies.
My "free" consultation was uncomfortable and highly unprofessional. The optometrist pushed so hard for me to set my surgery date on the spot, impossible as a mum and wife who has to work around my family. I was subjected to aggressive sales pressure, including the comment: "we don't just do these consultations for free," “people only come when they’re ready to book” clearly indicating their priority is cash, not care. I was not given the option to make an informed choice by discussing my results they made the choice for me. It felt like people who would still operate even if they knew there was something that makes my risk higher. After seeing the optom, I was asked to wait in the lobby and was clearly whispered about by everyone behind the reception desk when I was met blank stares by all 4 individuals huddled together there.
Worse, after complaining, I submitted a formal Subject Access Request (SAR) under the Data Protection Act 2018 for my results. They have ignored the one-month legal deadline to provide my data, demonstrating a severe failure in regulatory compliance. They will bombard you with calls if they think you'll book, but completely fail on basic legal and professional duties.
I scheduled an appointment two weeks in advance and clearly communicated my diagnoses of autism and ADHD upon arrival prior to the assessment. After waiting three hours, I was informed that I would require eye drops, followed by an additional 1.5 hours of delay.I regret to report that my recent experience was highly disappointing. Despite arriving 15 minutes early for my appointment, I was kept waiting for up to three hours. The partial eye assessment was completed quickly, yet I was repeatedly delayed due to excuses and redirected to wait further. Eventually, I was informed that I would need to reschedule and return for the remainder of the assessment on a later date. During this time, other patients were accommodated for their evaluations. Additionally, I was asked to sign agreements indicating that my assessment had been completed and to return for the eye surgery at there next convenience.
The inflated pricing for the treatment, coupled with unprofessional and dismissive staff behavior, has significantly impacted my experience. I formally request access to my assessment results to address the matter appropriately. My visit was disrupted, leaving me both distressed and further discouraged from proceeding with the eye surgery. I appreciate your acknowledgment of this less-than-ideal experience and assistance.
On my initial surgery day I waited 4 hours to be called in to have multiple different scans. The lady was struggling to even scan my eye and was blaming my eyelashes being to long even tho they’re my natural lashes and my eyes were hurting from the flashes of the scan. And at the end of it to be turned away and told I wasn’t able to have the surgery, when these scans could of been done at my appointment time when I arrived instead of me waiting 4 hours. I was given eye drops and told to come back a week later.
On my new surgery date I waited 2 hours to just be seen by anyone to have scans done and waited another 5 hours ontop to even go in for the surgery. When my surgery time was the time I arrived initially. The surgery was okay however I was put into a really bright room after and was sent home within 5 minutes of surgery. The pain was so bad the next day and my eyes were balling water and had to keep putting numbing drops in my eyes. I called them up and I was told to have pain killers like a standard nhs doctor would tell you to baring in mind I paid 5k!
I had my surgery in June and now it’s January so it 7 months since my surgery. I’m still having pain in my eyes since the surgery and it won’t go away. I keep calling up and I keep getting given eye drops which don’t make a difference at all. I’ve tried to raise this with them and they said to me you’ve singed the disclaimer form on the day of your surgery of the side effects and they can’t do anything about it.
The worst after care given and every time I be told il get a call back for an appointment to be booked I never get a call. I have to keep chasing it up myself, to the point my eyes are in pain to even touch and if I accidentally rub my eyes they start watering so bad and won’t stop. So difficult to even get eye drops to give slight relief off them let alone treatment for the issue to go away. Not happy at all waste of 5k, rather have not done the surgery and kept wearing glasses and contact lenses than being in pain daily because of the surgery that messed up my eyes. Would not recommend they genuinely don’t care about you they just want your money and after that they literally don’t care.
I have now been abroad to get private eye care due the lack of aftercare and been told my eyes haven’t recovered from the surgery. Here by the optical express people I am being told I’ve got dry eyes and all the eye drops they keep giving don’t work at all because they’ve giving medication for the wrong thing without even checking properly. I’ve had my surgery in June and they still haven’t recovered from the surgery obviously they’ve done something wrong.
