I went to Optical Express today 28/03/2022 at 15h00 the customer service was bad. The staff was not helpful at all. I was told that there wasn’t any available to book an eye test and short my problem which wasn’t true. The staff didn’t try hard to help solve my enquiry. When I left I immediately contacted another Optical Express in Bank where the staff was very lovely and booked me for an eye test this Wednesday. Bear in mind I was told by the the other staff member that they would not be able to get a appointment in any other options till end of April meaning that I was meant to be blind till end of April as they did little effort to help. I will attach a picture to show the new appointment I booked for Wednesday. I am only writing this review so that this matter can be taken more serious and staff member can me trained to be more efficient. I also saw the different treatment when they were helping another man to look for what he wanted.

Worst mistake of my life. Spent over £5000+ for iDesign LASIK laser eye surgery, and I’ve been left with suboptimal vision. They promised 20/20 vision or your money back guaranteed. My vision is not 20/20, I cannot read a license plate from 20 metres clearly. I have stopped going for follow-ups now as they constantly tell me my eyesight IS 20/20, but my eyes are just dry so the vision is not sharp. It just excuse after excuse with them. My treatment was very poor from start to finish, especially AFTER they had received my money. I had over 5 appointments cancelled at short notice, within the space of 2 - 3 months. There are only 1 or 2 friendly ophthalmologists there, so i transferred to Harley Street instead. The receptionist are much friendly, but the treatment itself is just as poor. I complained to head office about the treatment and what I was not happy with. What did they do? They just sent me photocopies of my consent forms, even for questions I was not asking about! I will be taking all of this further, but if you are looking to get laser eye surgery I would look elsewhere (Optimax, London Vision Clinic etc)

I went into shaftesbury avenue optical express for a consultation for laser eye surgery after considering it for 2 years. The adviser that looked after me during my consultation (Shaz) was absolutely amazing, she explained everything in detail and answered any questions I had. She made me feel really welcome and relaxed and I was able to book in the surgery based on my needs. Thank you for the great service and taking care of my needs!

I turned up for my scheduled laser eye consultation on the 12th December and the place was closed! This was absolutely shocking service and I would not recommend it or be returning! I even received a reminder text on the day confirming my appointment. Why would you send a text if you was going to be closed on that day? I'm extremely disappointed and put off now by Vision Express Shaftesbury. I did not even receive any phone call or apology and was stood outside the place in the freezing cold. Thanks for nothing.

I was completely mis-sold what surgery I was going to have. I was advised I would be having the lens replacement surgery and it was sold to me that I would never need the surgery again and my eyes would be fixed for life. They were very quick to take a £1500 deposit from me. When I attended the pre-op appointment I was then advised the surgery I would be having would be the lens implant surgery and that I would likely have to have another surgery in 10-20 years time. I had already signed for the surgery before I knew this and then I was told as well the lenses were not even in stock and my original appointment wouldn't go ahead. I requested a cancellation and have now been advised that £500 of my deposit will be taken! They use dirty untruthful tactics to sell you a dream and prey on the vulnerability of people with bad eyesight for financial gain. I have raised a complaint and likely will have to raise this with the ombudsman. Stay away!!!

I had my laser eye surgery done a year ago and my eyes are perfect, I was -2.5 and -2.75 in each eye and now my vision is basically 20/20 without any glasses or contacts. I would definitely recommend this company and this branch. Everything is clean and I felt safe. Had two initial consultations where my eyes were examined, I paid £3700 for the idesign lasik surgery you can ask for a £300 discount and they offer no interest loan so you can pay it off in instalments. Before I would need glasses to drive and to watch tv and basically for anything that involved a long distance view. I can’t believe how much this surgery has changed my life and how much easier it is not having to worry about wearing glasses everywhere and feeling overwhelmed when everything looks blurry. The surgery itself is painless and very very quick. I recovered in a matter of days and just so glad I did it ! Thankyou

Fantastic help from Shezna, Fatimah and Reena. Especially as I was a walk-in and they managed to both fit me in for an eye examination and consultation which allowed me to get the glasses I wanted. I would highly recommend this wonderful team.

I had an eye test appointment in London for Saturday. I travelled all the way from where I live (Buckinghamshire) to attend it and at my arrival the centre was closed. I called their customer service centre and they confirmed the appointment was still confirmed and not sure why the centre was closed. I spent 2 hours to get there and 2 hours back, and paid a lot of money for the ticket. I am shocked at their customer service and how ridiculous this situation is. Because the appointment didn’t take place, my contact lenses are still on hold yet they keep charging me. Is there a reason why they continue to take money for the service that has not been provided ? What a business model! It’s not the first time I have an issue with their eye tests/ lenses, etc., which makes it even more annoying. Do not use! Or else you will end up paying money for the poorest service on the planet.

My glasses broke while I was in London last year. The folks here were great. They got the arm and lens set back into place in a matter of minutes and I was in-and-out in less than a half hour. Very reasonable repair cost, too. Thanks again.

Shezna was very friendly, helpful and nothing was too much trouble. She offered plenty of advise and patience with helping me choose a pair of glasses that would suit me the best. Thanks for a great experience Shezna. I highly recommend using Optical Express. #ShaftesburyAvenue

I had a really great experience here. A warm welcome and in particular a lovely, friendly and reassuring consultation with Osa (who was literally like a ray of sunshine). I felt in very capable hands and thoroughly looked after - this was also a free consultation and Osa really helped me to understand the process and went above and beyond to help me get the best deal for a payment plan. Looking forward to completing the surgery here later next month.

Great place, really lovely staff who explained everything about the upcoming surgery in great detail. It was a little delayed due to volume but shout out to Osa for looking after me and making the whole experience super chilled and enjoyable.

Kim lead me through and did my tests for me, she was nice and comforting and very helpful. Come ask for her she’s great!

I think the service and welcome approach is exceptional. The process of the consultation is good as well. By Osa and Reena.

The staff were very helpful, before taking me to meet my optician, Mesha. Mesha put me at ease before beginning my eye test and everything went smoothly. Mesha was really knowledgeable about the contact lenses which I wear, and I was really happy with her decision.

Kim and her colleague were amazing and went above and beyond to sort out an administrative problem. Great customer service and very friendly.

My visit was for an initial vision consultation. I was greeted by Tasnia and Brooke who made my experience here enjoyable. Both were helpful and informative when explaining the details prior to my decision. Thank you. I would recommend.

The staff were incredibly friendly, I was seen by Valeria and Reena who were quite professional, most helpful with my questions and queries and I would certainly recommend them as staff and the overall team to friends and family

I went for an assessment for laser eye the other day, and had excellent service. The whole Shaftesbury team were incredibly thorough and friendly, leaving me feeling confident for the surgery. Osa in particular gave me impeccable service - going above and beyond to sort out the finances and organise the whole thing. This turned a daunting situation into an enjoyable experience, and I am incredibly excited to see what's to come.

Saw the advertised price of 595 per eye. I understand I wouldn’t likely be eligible for that price as that’s best case scenario but I asked on the phone at time of booking about the likelihood of it given I’m a young person with uncomplicated eyes as it’s a significant journey across town and I’m cost sensitive. Turned up a few weeks later at lunch time for an appointment they told me was an hour, to find out it would take 2 hours (frustrating with work!) to be told in the first 4 mins it wouldn’t be 1000 pounds, but instead 5000 pounds. The jump is honestly ridiculous. Not only so much more than advertised but not even competitive in the market to what I’ve been quoted elsewhere Of around 3000 pounds. Honestly such a time waster and think we could have ironed this out on the phone in 5 minutes before I turned up! If you’re more than a -1 the great price doesn’t apply. The woman who served me was very nice and I felt sad she had to deliver this news and the appointment length news with me. It would pay to be more upfront with customers at the time of booking to avoid frustration - useless!

Very polite staff, and very kind I had the pleasure of Osa dealing with me she made me a coffee from the machine down stairs, brilliant energy around her really made my day.

We had such a lovely customer experience here, Fatimah was extremely helpful and so lovely, we honestly couldn’t thank her enough!! Thank you so much again ☺️

Excellent service, especially Osa and Reena were very professional and explained everything perfectly, making me feel confident. Thank you.

Would easily recommend Optical Express on Shaftesbury Ave. My surgery was 10mins max. The staff make you feel comfortable. My advice for post surgery is to go to sleep as soon as possible - by the time you get home the anaesthetic will wear off and you will start to feel the pain from the surgery. However, once you have slept - I'd say 95% of the symptoms will disappear! I knew eyes healed very fast, but it was shocking how good it felt so soon. If you're in two minds, go and have a consultation appointment, you won't regret it! I had my surgery almost 6 months ago, and my vision is about 90% of what I hoped it would be - which is still amazing - do not consider laser eye surgery if you are expecting total perfection, that is an unrealistic expectation. The only downside is I am drowning my eyes in dry eye drops, but thats a small price to pay for not having to wear glasses!

Excellent experience. Care taken during the consultancy was quite amazing, They spent well over an hour testing and prescribing treatment. IN the end, the diligent Mesha offered me treatment in just one eye so i could keep near and far vision. She was excellent. The process itself was quite remarkable, the surgeon was super friendly and talked me through every stage. I felt relaxed and well looked after. Highly recommend, being able to see the world has changed my life.

Great service and good selection of frames. Neel contributed to a pleasant visit! Highly recommendable.

Life changing decision. The consultation to discharge was a smooth process. The aftercare follow up was very thorough and all eye drops for free. The place was very neat clean and tidy and the staff was friendly and very professional always. The procedure lasik i design was worth the money.

Amazing service by all the staff. Despite my being late due to train and tube delays Sukhi ensured I was seen promptly following my lens replacement. If your considering this procedure your in the best possible place. I could not be more delighted with the results. Thank you to the whole team. 😊

I recently had laser eye surgery here (lasik idesign) and the team were so amazing and helpful, from the consultation right up until the actual surgery and aftercare. Well worth the money and so glad I chose optical express! Will be back for next follow up in a month.

I went there for a laser eye surgery free consultation and the staff was very professional, efficient and polite. The procedures were swift and I was given very thorough answers to all my questions in regards to the surgery, risks, procedurals and operational details, pros and cons of different types of surgeries.

Highly recommended! The staff were really helpful and friendly. The technician (whom I am really sorry to forget his name) was extremely professional and efficient with his work and had my glasses fixed within minutes! I was also greeted by Valeria who was very welcoming and had a wonderful visit today thanks to both of them. The place is spacious and clean which also contributes to the great experience here. Thanks again to the team who really saved my day!

Throughout the entire experience, from initial consultation to one month in-clinic scan, the team were absolutely brilliant! Always extremely attentive, professional and friendly. I really felt at ease dealing with all of these brilliant people and I’d highly recommend going through the process to anyone! Not only is your vision life-changingly improved but all anxieties are put to rest immediately and it’s smooth sailing to 20/20 (or better) vision! Thanks peeps 😁

Rushina and her team were exceptional throughout the Lipiflow process. I can't understate how valued I felt with the time Rushina took to explain Blepharitis/MGD, the cause and how to correctly manage the condition. I will continue my treatment with the practice and if you have a dry eye condition, please don't hesitate to contact them.

Great branch. Everyone who works there always so helpful and pleasant. Answered all queries about glasses and laser eye surgery which am looking forward to in next few months. Farwa in particularly is fantastic!

Rushina was a pleasure to deal with she was very welcoming and very attentive. Helped me with my booking then assisted me after my surgery and went the extra mile, very helpful and friendly! Steph is also a credit to your team she stood out due to being such a lovely lady and you are lucky to have her. Steph was in on two separate surgery’s and both times she noticed I was a little uncomfortable and made sure I was okay and gave me the reassurance I needed which really made a difference to my experience

Amazing experience today, Rakhee and Selene took their time to ensure that all my needs were met. It was a long process but they didn’t mind at all, it was clear that they wanted what was best for me - I would recommend this branch to anyone

The staff at Optical Express stepped up in a huge way and saved me from disaster. I was visiting London and broke my glasses on the flight over. I couldn't see a thing, putting several days of meetings into jeopardy. With an assist from my optician in the US, the team at OE was able to quickly find contacts to get me through the crisis, even staying open a few extra minutes to make sure I was in good shape for my visit. They were kind, thoughtful and collaborative, and I'm deeply grateful!

Absolutely fantastic service from Rakhee and staff today at Optical Express. My daughter had an emergency with her glasses whilst we were visiting from Yorkshire. All the staff were exceptionally friendly and professional and helped us out of a very tricky situation. Can not speak highly enough of them. I find in life, people try and put obstacles in the way of helping people, even when there doesn’t need to be them. They could have turned us away and not helped, but thank the Lord they did. Bravo 👏👏

being client with optical express more than 10years. First time feel so disappointed. two weeks ago was check my eyes in the store and they said will send my new contact lens immediately. waiting for 10 working day and nothing received. last Friday I call the shop one of staff said its already dispatch just waiting few days and today I‘m calling the shop again for 13 times finally got someone pick up the phone！staff told me my contact lens just dispatched on last Friday！ I have to waiting another few more days！ can not believe how the staff lie to client！

Absolutely Amazing, only thing I regret it is not doing it earlier in life. At the beginning I was skeptical and also very cautious about the money it would cost, well, a little advice go and check it out before you decide to say no, I went to the Shaftesbury clinic and it was just great, Farwa was brilliant and so very patient, she went through every single detail and answer any possible question, I might say she is the biggest reason I went ahead with the laser surgery, and boy am I happy!! Life changing, going trough my house and throwing my glasses. my contacts, my lens solutions.... was so satisfying... 100% recommended. Thanks Optical Express, and MASSIVE THANKS FARWA!