Mr Simon Hartshorn

Where do I start......Read on if you want the truth about Optical Express Life changing eye surgery

Early 2025 I decided it was time to have corrective surgery for near sight issues, I booked in for the free consultation at the Sheffield Meadowhall branch and was advised that the correction route for me would be double lens replacement at a cost of £7400 (for the BEST lenses...) discounted to £6800.... Paid my money and waitied for the appointment, less than 48 hrs prior to the surgery it was cancelled, due to a change in the surgeons availability, managed to get a further appointment 7 days later. The surgery itself was fine, the surgery took place at the Leeds branch 40 miles from my home. recovery was ok, went for the 24hr check up and then the 7 day check up, after this things went down hill, my near sight had actually detoriorated in one eye which was actually my best near vision prior to surgery, the Opto stated that one eye had near and one far sighted lens, ??? my far sight has always been perfect, so now I am left with seeing ghosting whenever read close up, after several appointments where I expressed my concerns and advising them of my dissapointment the Opto did admit that I now needed YAG laser surgery followed by Laser correction, I was booked in for 7 days later for the YAG, since then I have had 4 cancelled appointments and currently no sign of things getting sorted, no appointment etc. its seems to me they take there £6800 do the intital surgery and then your on your own, aftercare is rubbish, and now my right eye is worse than it was pre op. My advice be very careful when choosing where you get your surgery completed, you only get 1 set of eyes. Would i get the surgery done again ... YES, Would i get it done by Optical Express ...NO.
Even the Group bosses have not been able to get this sorted, really poor company, staff

Complaint now lodged with the Optical Consumer Complaints Service

Went for Trifocal lens replacement, both eyes costing over £7k. Surgery booked in several months prior however 3 days prior to the surgery, the appointment was cancelled due to the surgeon 'URGENTLY'covering another surgery elsewhere, as I wouldnt be able to drive after the surgery both my wife and I had to take a day off work, arrange transport etc not to mention working myself up for both eyes to be operated on for this then to be cancelled at such short notice is really not good, what makes another surgery more important than mine ?? (informed surgeon was covering a different surgery, why ? ) a loss of 2 days pay, anxiouness and stressed about the surgery etc, complaint made and 30 days layer received the below response:

I write with reference to your recent communication with our Surgery Support department. I understand that this was due to the rescheduling of your Refractive surgery appointment.

With respect to your comments regarding the rescheduling of your surgery appointment, I must inform you that Optical Express is not obligated to out of pocket costs, provide a discount or reimbursement due to the cancellation, rescheduling or relocation of your surgical procedure. I have highlighted the relevant section within your Terms and Conditions document below for reference:

“The cost of your treatment does not include, and we are not responsible for providing or for meeting, costs, charges, compensation or expenses relating to the following:

· Your travel or other extra expenses or loss of income arising from, for example, you taking time off work because your eyes take longer than expected to heal, there is a complication relating to your treatment or to allow you to receive treatment or aftercare.”

· Postponement to your surgical procedure or aftercare due to equipment failure, or your specialist refractive optometrist or ophthalmic surgeon being ill or unavailable. If this happens we may rearrange your surgery or aftercare at another optical Express clinic or with another ophthalmic surgeon (or Both)

I would like to take the opportunity to offer my sincere apologies for any upset or inconvenience caused due to the rescheduling of your Refractive procedure. We appreciate that this may have caused you undue stress and inconvenience as a consequence.

We thank you for your communication and in light of our above response, we consider that we have dealt with your complaint in full. Should you wish to discuss any aspect of my response further please do not hesitate to contact me at your convenience on 01236 795 010.

People before signing up for this surgery, please consider the above points, I am very disappointed with this response from Optical Express, and I would advise to look elsewhere if you want to feel a valued customer having spent somuch money with them. Customer services, more like Customer fob off

I purchased the Brewdog Pinter and 2 brews, all good with delivery, price etc however on my first brew I got to the hop stage and the hop plug would not seal and around a pint was lost during the conditioning stage whilst in the fridge, reported to Pinter who quite rightly asked for photo's which were sent by email, what followed then was a series of emails all asking the same thing, eventually i was told to tilt the pinter during conditoning so the liquid didnt come out, what a joke, the leak remains, no offer of replacing the lost beer either, very poor service, from what I read the beer is good but the service is poor

Purchased the basic security door from D4S, seemed to be the best price around and came in a powder coat grey as standard, mine had a very slight dent on the panel which was sorted by Andy, happy customer, can't complain, buy with confidence.

Booked a week in Dubai, online direct through the website, chose the hotel, the flights and transfers, paid the full amount online, all good you would think.... the following day I get am email saying that the price of the airline tickets had gone up and I needed to pay an additional £200 or cancel the holiday, the reason being that the originally offered service level was no longer available ! not great considering I had already maxed out the budget, booked return train travel and overnight stays, I can't see how once you have paid your money and placed the booking how they can suddenly change the availability, absolutely joke, this holiday was for our 50th Birthday celebration, I feel really annoyed with emirates for spoiling this experience , I would advise others thinking of buying an Emirates holiday to think twice, customer service is not great. One very unhappy customer.

Ordered quite a few bits from Thrudark now and I can’t fault them, price is abit high but then you get what you pay for, delivery and returns are great, quality is fantastic hopefully it will stay like this

Very poor Service and Customer Care from panther Logisitics with a delivery from Sky. Order booked through Sky for 14/11/23, Text from panther Logisitics on the evening of 13/11/23 confirming delivery between 07.53 and 09.53hrs 14/11/23, 09.53 comes and goes without any updates, contacted Panther whos repsonse was 'client not ready to accept delivery' absolute rubbish, no updates to say delivery not coming and wasted day off work, there slogan is ' customer care is at the heart of our business' more like 'customer care is at the Ar$e end of the business' the operator couldnt get that the issues was the fact there were no updates to say its wasnt coming, after they had already confirmed the delivery time slot.

Usually Merlin have been fantastic service, price and delivery, however I ordered an item as a present which was then sent incorrectly, notified them straight away and I got email back saying post the incorrect item back and they will process the order again once they receive it, and then send the correct ones, I even sent a photo of the incorrect item, their mistake and I have to sort it, late present as well, not great

No issues whatsoever, follow the instructions to the letter and the process works fine, way cheaper than anywhere else

Booked a cottage in the Peaks, straightforward, easy and without any issues, cant complain about any of it, cottage was fantastic as was location. Contact throughout from Sykes and the cottage owner, perfect 👌

Cheaper than elsewhere and 5% discount 'TYRE5'

I cannot recommend Leasing Options Ltd enough, the staff in particular Salvatore Musso were excellent, from the initial order with good advice around deposit and monthly payments, to the dealer deliving the vehicle it was a smooth and hassle free process. I have been leasing vehicles for the past 15yrs and this is by far the best experience I have had. I cannot understand how they managet to get our RR Evoque at the price they did, brilliant, Thanks

Easy to order online, cheaper than shops, postage is quite alot and pushes you into buying more to make it worthwhile, although my package arrived with a split gel, they sent some more out for free to cover it. Used the gels before and find that they seem to work well, far better than high5 which I cant tell if had, maybe the SIS ones just suit me better.

Excellent products at amazingly cheap prices, always use a voucher code though ! Just so cheap compared to other high street shops

Very Poor Experiance - Ordered 2 custom Fit Roman Blinds, the quality of the mechanism was very poor and both were returned under warranty, I initially made contact via email and was told that they couldnt find my order without further detail which i provided straight away, there was no further contact from them so i made contact via the phone and to be fair the guy was very helpful and found the order within minutes, i was told that this type of Mechansim failed quite regular and best option was to pay extra for the upgraded side winder, surely the original mechanism should work for more than a couple of months, reluctantly i paid and was told the turn around from collection was 5 working day, they were collected on the 13th of February, i heard nothing so i phoned up at 3.30pm on the 22nd of Feb (7 working days) and was told the manufacturing team had gone home and they would contact me the follwing monday 26th, again nothing so i phoned that evening to be told they would be out for delivery the folliwng day, the 27th came and went and still no blinds, so i again phoned (28th of Feb) and was told they hadnt yet been finished ! and would be sent out within the next couple of days, guess what guys its 6.30pm on the 1st of March and still no blinds, i have asked for a refund and i will go elsewhere, they have refused, so i am now without blinds 17 days down the line and no refund. Very Very Poor AVOID like the Plague.

Ribble Gran Fondo 105 Special Edition - purchased as my first Carbon Road Bike, absolutely love the bike which is excellent value for the money, please be aware though that from order to delivery was just over 2 weeks,website is a little misleading as it appears that the bike will be delivered on a next day basis, this isn't the case. And email contact is quite slow also, but other than that couldn't be more happy with my purchase

extremely poor after sales service, DO NOT believe them when they say they will refund the repair bill that you have to pay prior to a so called technician attending as they will not, I was promised a refund if the technician agreed it was manufacturers fault, he did so and when no refund arrived I contacted them and they told me the technician said it was wear n tear, leather colour coming off in patches after 18months / 2 years on a low usage second suite. The technician the contacted me to say if I complained he would get in trouble as the customer service department had made him say it was wear n tear ! Totally untrustworthy company, very unprofessional to say the least ! DO NOT BUY FROM THESE COWBOYS THE PRODUCTS ARE RUBBISH AS ARE THE CUSTOMER SERVICE DEPARTMENT. never again !!!!!

Purchased a CDA Gas hob from them, whilst it was at a good price and delivered in good time, that is where the good experience ended. The hob arrived damaged and the company was notified immediately, I was talked round to allowing the damaged part to be replaced (instead of replacement), however they initially wanted me to take apart the hob and put the part in myself, being gas I wasn't prepared to do that they eventually said they would sort out an engineer to fit the part, 2 weeks later I still hadn't heard anything until 3 rubber gaskets (nothing to do with the damaged part) arrived by post, I contacted the Gas superstore who were very apologetic and said they would contact the manufacturer who said it would be another 14 days before they could come out, due to this I asked for a replacement but was told they didn't have any and it would be a further 6 weeks ! I have asked for a refund as the alternative they offered was more money. Very poor quality of service. AVOID like the plague.

Purchased LG fridge freezer, chespest price with free delivery, no issues at all ! Fully recommended

Purchased a Yale wifi alarm, far cheaper than anywhere else. Placed the order at 6pm it arrived the following day. No problems fully recommend