Optical Express Reviews

Updated May 5, 2015
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Optical Express Chairman & CEO David Moulsdale
David Moulsdale
4 Ratings

11 Employee Reviews

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  1. Helpful (1)

    Awful Management, great floor staff

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Centre Agent in Glasgow, Scotland (UK)
    Former Employee - Call Centre Agent in Glasgow, Scotland (UK)

    I worked at Optical Express part-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Doesn't Recommend
    Negative Outlook

    Pros

    People I worked with made the job, everyone was friendly. Optical perks are great if you wear glasses. Free Laser eye surgery if working with company two years.

    Cons

    Wage is horrendous and top management are a joke. No way to progress up. Team managers were promoted and then demoted a few weeks later. Teams are constantly moved about and targets constantly changed to ensure you do not make top bonus. Stores are horrendous , never answering phones and no one cared about whether they were doing a good job or not.

    Advice to Management

    Find a way to reward staff who are doing well and stop cutting bonus'. Fix top managers as their attitude is outdated and down right sexist.


  2. Helpful (1)

    Avoid

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service in Glasgow, Scotland (UK)
    Former Employee - Customer Service in Glasgow, Scotland (UK)

    I worked at Optical Express part-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    It's one of the few Scottish businesses with a HQ based in Scotland so it's kind of nice to work within such a lavish building.

    Cheap and high quality food from on-site restaurant.

    Co-workers do the best they can with what they have and are good people (in general).

    Cons

    Minimum wage, not a penny more, not a penny less. I've earned more cleaning toilets. There's no real excuse for this when there is clearly a great deal of money being invested into management's pockets.

    Only one week of very basic training then you're booted onto the phones. While I understand you 'learn on the job' better than in the classroom it leads to weeks of embarrassment of barely knowing the optical industry and important things about Optical Express itself. Three weeks of training as standard with other contact centres would mean more staff retention.

    Horrible and antiquated PCs using a barely functional version of Windows XP. Optical Express couldn't even budget in enough money to buy a Microsoft Office license so you have to make do with LibreOffice which, again, barely works. You can't email colleagues or even Optical Express customers because it's locked down more than the Great Firewall of China.

    Two ten minute breaks and one half hour break for a normal shift. God help you if you get back to your seat even one minute late.

    Management have an air of contempt for their employees and multiple contradicting targets must be met daily or you're put into an improvement camp which might as well be a dunce's corner.

    Bonus is spoke up by management as an incentive but if you earn TOO MUCH of a bonus, they cut it down. I earned a high bonus one month and received an email that my bonus would be cut 25% as an added incentive to work harder. The following month it happened again, effectively slashing my bonus potential 50%. In reality, they don't want their employees to live too well if it cuts 00000.5% into higher up bottom line.

    Overpriced and noncompetitive products means that everyone in their right mind has left to go to Specsavers or Boots. Even with the staff discount many others chains are cheaper. There's also a whole department tasked with persuading people to come in for laser eye surgery consultations under the pretense they've won a competition. Very shady.

    Management won't tell you anything until it has already happened. Sometimes a shop will be closed down and staff will pretend to be customers just to find out if they've been fired or not because Optical Express really doesn't care.

    Tedious, monotonous work and a high turnover of youthful staff who leave the minute they get 20p more an hour elsewhere. Blaming culture by management doesn't help e.g. if you're honest and say that a customer is no longer interested in Optical Express your stats take a hit and you get punished for telling the truth. Low morale on the floor due to all of this.

    Advice to Management

    Pay your staff more and clue them in on what's going on with your company. Offer an honest bonus and don't punish your employees because the company isn't doing well.


  3. Without a doubt the worst company I have ever worked for!

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Centre Operative in Glasgow, Scotland (UK)
    Former Employee - Call Centre Operative in Glasgow, Scotland (UK)

    I worked at Optical Express full-time (More than 3 years)

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Met some good people that's all

    Cons

    National Minimum Wage. No not the living wage which is higher but the lowest rate they can possibly legally get away with paying you as this company do not value their employees and do not think they are worth anymore than £6.50 per hour
    Frequent underpaid wages, seems anytime this company have bad publicity or a lawsuit brought against them the staff do not get paid their wages
    Non-payment of overtime, what is the point in working extra hours to not be paid for them?
    Frequent non-payment of earned/promised bonuses, another joke
    Worst payroll system in the world, random cut-off dates that change every month
    Impossibility to get a holiday
    Absolutely no personal development within the Glasgow call centre, unless you're one of the 'favourites'
    The cheek to pull you up for being 1 minute late from a break but give you a disciplinary when you dare to question why you haven't been paid correctly
    Getting spoken to like a piece of dirt from senior managers shouting and swearing at you and no respect given at all
    Slow outdated antiquated computer systems that constantly do not work, do not load and cause extreme embarrassment when trying to deal with a patient
    Ridiculous pushy sales tactics being forced upon employees who aren't even in sales! Surgery is a life-changing decision and not one anyone should be pushed into
    Bullying from senior management if your face 'doesn't fit that week' or depending what mood they woke up in
    Good advisors treated like absolute dirt by senior management
    Sexualisation of employees, especially females, invitations to join sleazy random 'friends' of the CEO on nights out/lunch dates 'if you're good looking'
    Departments and stores that never answer phones and when they do refuse to take calls or speak to you like absolute dirt
    The worst customer service experience possible for patients due to the restrictions to the diaries and the unofficial company policy of 'once we have your money we're not interested anymore'

    Advice to Management

    Get rid of certain members of senior management, pay your employees THE LIVING WAGE as they are worth more and do a fantastic job, despite the poor working environment they need to put up with day in day out, pay wages that are actually due when they are actually due, if you promise a bonus....PAY IT! Develop people who actually deserve it, not just the favourites, lay off the heavy-handed bullying tactics, teach certain people how to speak to an employee appropriately and not like a piece of dirt on the bottom of their shoe!


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  5. Awful company, CEO on drugs

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Optical Assistant in Glasgow, Scotland (UK)
    Former Employee - Optical Assistant in Glasgow, Scotland (UK)

    I worked at Optical Express full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    The team were good, that's about it

    Cons

    Expected to work silly hours, min wage, bonuses never paid on time, major problems with things like taking holiday and to make things worse the CEO used to walk in coked out his head and take money out the till!

    Advice to Management

    Get a grip on CEO


  6. The worst company I have ever worked for, corrupt, workplace bullying and appalling customer service. Avoid at all costs

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Optical Advisor
    Former Employee - Optical Advisor

    I worked at Optical Express full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    it was a job. that's it.

    Cons

    Manager was incompetent, rude and frequently caught out telling blatant lies. No benefits, frequently expected to work extra hours which we were not paid for or given time off in lieu for. Horrible blame culture, finger pointing and disciplinaries for grass roots level staff who are only trying to work with what they have. No opportunity for personal growth or development. Dreadfully slow and antiquated computer systems which caused frequent embarrassment when trying to deal with customer queries in a timely matter.

    Advice to Management

    Get some decent computer systems. Stop with the extreme favouritism. Many staff are victimised and criticised for just trying to do their jobs while other people seem to get away with anything. Stop allowing certain staff members to verbally abuse and swear at colleagues, to the extent that many people have left due to the levels of agression and bullying.


  7. Potentially interesting job, worst company I have ever worked for.

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Advisor in Edinburgh, Scotland (UK)
    Former Employee - Patient Advisor in Edinburgh, Scotland (UK)

    I worked at Optical Express full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Working in the field of refractive surgery is diverse and could potentially be a really interesting job.

    Cons

    The company is run by a group of clueless egotistical individuals, who are more concerned about their own benefit instead of what is best for patient care.

    Advice to Management

    Take time to think not only about what is best for your patients (who are frequently mistreated), but also the employees you treat so badly.


  8. Poorly managed both at high and low level

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Inbound Sales Advisor in Glasgow, Scotland (UK)
    Former Employee - Inbound Sales Advisor in Glasgow, Scotland (UK)

    I worked at Optical Express part-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    The head office was recently refurbished & the facilities are good. For example they have a small gym, restaurant & staff kitchen.
    They have a good christmas party, usually at the Hilton in Glasgow.

    Cons

    The company is poorly managed, both at low level & high level.
    For instance, the head office call centre team leaders are very unexperienced and totally focussed on their own bonus scheme, which often results in customers issues not being dealt with at all.
    The actual operations of the company is pooly structured as well, with hundreds of people being made redundant with only a few days notice, and the company telling customers before they told staff. At head office, the customer service team were asked to do overtime to call out to customers to tell them they needed to reschedule as the stores were closing, although this was not told to us until the morning of, and we came in as we were told it would be a "special project" and that they would order us all in Dominos pizza for lunch. It was ridiculous as some of the store staff were calling in and asking why people were coming to them and asking when the store was closing and the staff hadn't been informed yet.
    The staff are underpaid, especially in the head office call centre, and the company values are poor.


  9. Helpful (1)

    A WASTES OF MY CAREER

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Manager in London, England (UK)
    Current Employee - Manager in London, England (UK)

    I have been working at Optical Express full-time (More than 10 years)

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    This company will use and abuse you without a care in the world. Don't not trust their senior staff as they are only concerned about themselves

    Cons

    Don't not appreciate loyalty. Salary is very low. No pay rises. The will lie about everything, so much they will convince themselves it's the truth.

    Advice to Management

    Appreciate you staff, especially loyal staff


  10. Challenging, satisfying, enjoyable

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Optical Express full-time (More than 3 years)

    Recommends
    Positive Outlook
    Recommends
    Positive Outlook

    Pros

    Great People, Great Product, Great Opportunities

    Cons

    Structure & Organisation
    recognition for doing a good job

    Advice to Management

    be able to walk the talk.


  11. Helpful (2)

    If you are looking for a work life balance, I wouldn't work here.

    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Optometrist in Saint Albans, England (UK)
    Current Employee - Optometrist in Saint Albans, England (UK)

    I have been working at Optical Express

    Doesn't Recommend
    Doesn't Recommend

    Pros

    This is a dynamic company, constantly striving to introduce new and innovative refractive solutions.
    The company pays well relative to other optical chains (Boots/D and A; Specsavers)

    Cons

    1) Persistent unpaid overtime due bad management of the clinical diary - this happens in practically every store.
    2) Overbooked optometrist diaries.
    3) Excessive monitoring of your performance
    4) Expectations to deliver high value sales with almost no regard to the patient's wants, needs or expectations.
    5) Profits and sales mean everything to this company, almost nothing else matters.

    Advice to Management

    1) To this day, staff welfare is an unheard of term at Optical Express, you would to well to introduce this concept to the company.
    2) Be prepared to sacrifice a tiny percentage of you short term profits for integrity and honesty with your patients and with your staff: this will enhance your reputation in the Ophthalmic community and amongst potential customers and will improve your growth both in terms of sales volumes/value and in your dismal ability to retain personnel.



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