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I have been a customer of optical express for several years and always received good service. However, on 20 April 2009 I attended the Lakeside store for an eyetest. I have varifocal and transition lens. I subsequently chose some new frames. I was told I would have to wait approximately two weeks to receive my glasses which is the time I have waited in the past. Six weeks have now past and despite numerous telephone calls I am no further forward. I have been told that the lens have been scratched on FOUR occasions so each time they have had to be sent back to the lab. Quite frankly I do not believe this story. I have tried ringing the store and customer services, but all to no avail. They never return my calls. I have received numerous apologies, gift tokens for £30 (free to anyone who wants them) but still no glasses. Yesterday I was told it was the special anti glare coating which was proving to be the problem but the Lakeside Store were prepared to LEND me a pair of glasses until mine were ready. Can you believe it? Late yesterday I called customer services and asked for a full refund of my £313 but I was told this had to be referred to the Regional Manager as refunds could not be dealt with through Head Office! I was supposed to get a call back from Customer Services to confirm a refund would be made. Needless to say no-one phoned back. Having read some of the other blags on this site I am now quite concerned about getting my money back. I intend talking to the Office of Fair Trading on monday morning to see what assistance they can give me.
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