As a former employee of Optical Express your website does not surprise me.
I was a refractive Counsellor (Laser Surgery Salesman). The whole company is based on bullying, sales targets and aftercare is an after thought.
There is pressure from managers not to give the customer all available information for fear of scaring them off.
I have seen customers lied to at every level and even witnessed a colleague telling a customer to lie on a credit application in order to fund their surgery (at the Liverpool branch this practice is rife).
After I'd first joined the company, 4 weeks into training, I attended the staff Christmas Party and was physically thrown out and sacked as it was believed I was a journalist. This really should have set alarm bells ringing however I was so in need of a job that when they offered me my position back I had to accept.
I have since been let go from OE for not hitting sales targets, unwilling to lie, bully and cheat to make a sale.
I think the info that will really help you concerns the claims of customer satisfaction.
Customers "should" be asked to complete a customer satisfaction report after each appointment. In my experience 90% of these responses were from employees of OE who couldn't be bothered to ask customers to do so.
All false info!!!!
If you would like any further info from me do not hesitate to ask.