Address: Ariel Way, London, W12 7GF, United Kingdom
Phone: +448000232020
Rating: 4.3
based on 276 reviews.
Customer Service
Pros:
"Very professional and friendly staff, making the whole process more comfortable."
"All the staff I came in contact with were approachable, patient and knowledgeable."
"The professionalism and Politeness of the staff was really noticeable and very welcoming."
"The team at Optical Express Westfield London (White City) are very professional, well-qualified, kind and caring."
"Everyone I met including the optometrist were superb."
"Best customer service and experience from Faisal & Gulfam, very kind and friendly."
"Fantastic, prompt and excellent service was given today at the Westfield optical express branch."
Cons:
"Please take my advise and go elsewhere!"
"Very disappointed with the customer service from Optical Express."
"The customer service I have received thus far has been nothing short of appalling."
"Staff did not show any sympathy or empathy towards my condition."
"No-one seems to know what they are doing, the offers appear to be a kind of scam and the customer service is non existent."
"They booked me in for the wrong laser type, never pick up their calls, happy to take your money and then ignore you."
"Terrible customer service. Absolutely terrible."
Product Quality
Pros:
"I’d recommend optical express also they have a variety of designer glasses just exactly what a customer needs."
"Got booked in straight away and had bought glasses and had my eyes tested 40 minutes after popping in without an appointment."
"From not being able to read the top lines of the wall chart or reading chart, the day after surgery, I could read the bottom lines clearly."
"5k for two eyes zero interest rate. Very happy with this surgery I can see very far now in HD."
"Their equipment was brand new and state-of-the-art, giving me a glimpse into the future of eye care."
"The glasses arrived in 5 days, quicker than expected."
"Loving life without glasses and enjoying the 20/20 vision."
Cons:
"Today I took 1 hour journey with my 5 year old in the car to go to Westfield to pick the glasses up and the store was close!"
"Eyeglasses lenses was reordered because my vision got worst with the new eyeglasses lenses."
"Wrong glasses was given to me, after returning it as the prescription lenses were incorrect I have since waited over 5weeks for the correct glasses."
"Visited 3 times to have glasses done for my son who is under 16 and entitled to free NHS glasses. The last visit and after 1 hour and 15 mins they said I have to pay for the glasses."
"One of the lenses is long sighted and they have to redo the glasses again."
"Order was supposed to arrive 3 weeks later. 1.5 months has passed, I still haven't received neither a glasses, neither a tracking number or any information regarding my order."
"Eyes were worst than before the surgery."
Store Experience
Pros:
"This particular branch sets a standard for optometry."
"Knowledgeable, patient and very helpful."
"All staff I encountered were great, very warm and professional."
"The procedure was a little daunting as it would be for anyone doing this, but it was literally quick and painless."
"A wonderful experience when we bought sunglasses."
"They managed to get it ready for me the same day."
"Great service with a great team. Would highly recommend ⭐⭐⭐⭐⭐"
Cons:
"Yet the Shepherd's Bush clinic is woefully plain with wobbly old chairs and a mess of cables all over the consultation room."
"Avoid on a Saturday. I arrived ten minutes early for my appointment - which I'd booked by phone a couple of days earlier and was waiting around for ages."
"Waiting time the waste services in the store they didn’t respect the time."
"I was left waiting for 30 minutes to be seen."
"The appointment was 45 mins later than scheduled."
"I have been delayed and waited for more than half an hour for my appointment."
"I arrived at the branch in good time for my appointment... there would be a further 30 minute wait."
Management and Operations
Pros:
"Had amazing service from one of the advisors Hind l. Whom was prompt courteous efficient."
"For such a premium price, you would expect premium service."
"The employees in the London White City have been great, from the consultation all the way through to little questions I've had post surgery."
"They were consistent in their efforts to help as well as maintaining their professionalism, both well presented in their attire and overall a pleasure to have worked with."
"The after care is second to none and my surgeon Dr Mfazo Hove was fantastic highly highly recommended 5 star treatment"
"The opticians were outstanding, perfectly balancing their professionalism with a caring approach."
"The staffs were second to none, I initial went to do eye consultation."
Cons:
"A serious of management and admin failures have ensued."
"Not sure what is going on, but how this place is run and managed is not working."
"Messages are left with the branch, and never responded to."
"My girlfriend has waited for 17 days to receive her glasses, but no one even considered calling and keeping her updated."
"At every stage I've had to chase, call, and try and get in contact to either know whether my glasses are ready, whether my prescription is correct, or to just make sure I'm refunded correctly."
"I had to physically walk into the store to speak to the manager and then was told that after 6 months of waiting for my refund... that my deposit was not even informed to the deposit team who deal with these problems."
"Employees don't have the right information to give to customers and, as a result, I have been bounced around for weeks."