General
Answering your first ticket.
Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save ...
Appointment Confirmation
Dear ${Cases.Contact Name}, Thank you for booking an eye test with us. As discussed, we confirm your appointment at Optica (name of branch and location as appearing on the website). We look forward to serving you on (day and date: Monday 4th June) ...
Are you open - Public holiday
Dear ${Cases.Contact Name}, Yes, some of our locations are open on public holidays. Please provide us with your location so that we may direct you to the closest Optica that will be open. Alternatively, you may visit this link to see a list of all ...
At what age should my child have their first eye test?
Dear ${Cases.Contact Name}, Some specialists recommend that children can get tested from as young as 6 months old. However, we recommend that unless you have any concerns about your child's vision then it is perhaps better to wait until they are ...
Can I be a model for your company?
Dear ${Cases.Contact Name}, Thank you for reaching out to us, we sincerely appreciate that you would like to represent our brand! We will keep your contact details in our records and shall contact you in the future if we are in the need for a model. ...
Can I make an order for Contact Lenses or Sunglasses or Spectacles online
Dear ${Cases.Contact Name}, Unfortunately, our online store is currently under development. However, you can place your order at the nearest Optica branch https://ug.optica.africa/pages/store-locator Please reach out if you need any assistance. Thank ...
Can I purchase eyeglasses / sunglasses without a prescription?
Dear ${Cases.Contact Name}, Yes, you most certainly can purchase non-prescription eyeglasses and/or sunglasses at Optica. We offer a huge variety of fashionable eyewear at all of our locations so you can be sure to find yourself a stunning pair. You ...
Can I replace lenses only in my Current / Personal frame?
Dear ${Cases.Contact Name}, Yes, you certainly can keep your current frame and replace the lenses only. The price of lenses depends on your prescription and choice of lenses. A pair of clear plastic lenses can start from UGX 40,000, with anti-glare ...
Can I switch my frame? Put my personal lenses into a new/different frame?
Dear ${Cases.Contact Name}, Yes, it is possible to switch your lenses into a different frame. Although your lenses may not fit in all frame types, it depends on your lens type and the type of frame. We will need to find a frame that fits your lens ...
Can I use my Medical Insurance card to get glasses at Optica?
Dear ${Cases.Contact Name}, Thank you for contacting Optica. Yes, we accept insurances at Optica. Insurance that we work with but can only get services from 2 Branches - Acacia Mall and Arena Mall : 1. AAR Insurance 2. Sanlam Insurance Insurance that ...
Can you give me my prescription?
Dear ${Cases.Contact Name}, Thank you for contacting us. Kindly share with us the mobile number that you registered with and the branch that you visited, so we can look into this and get back to you. We look forward to hearing from you.
Can you give me my prescription? - WITHOUT PURCHASE
Dear ${Cases.Contact Name}, Once you make a purchase with us we shall be able to provide your prescription free of charge. However, should you prefer to proceed without placing an order with us, we can share your prescription with you at a cost of ...
Complaint about a branch
Dear ${Cases.Contact Name}, Thank you for your valuable feedback [if applicable]. We are sincerely sorry to hear about your unusual/unacceptable (select either accordingly) experience. We take our customer service very seriously. Kindly share your ...
Contact Lenses Causing Discomfort
Dear ${Cases.Contact Name}, We are sorry to hear about your discomfort. Kindly visit your nearest Optica so that our qualified Optometrists can best advise you on the way forward. Find your nearest Optica here: ...
Do you have the same prices in all your branches?
Dear ${Cases.Contact Name}, Yes, we do. At Optica, we have a one-price policy across all our branches, so no matter which Optica you visit you can be sure to have the same expectations. Please let us know if we can assist you further. We hope to see ...
Do you repair eye glasses?
Dear ${Cases.Contact Name}, Yes, we certainly do repairs and adjustments as well. Please note we cannot guarantee a repair up until we physically inspect the repair required. You may also note that adjustments are free of charge. Please visit your ...
Employment vacancy
Dear ${Cases.Contact Name}, Thank you for your interest in joining our team. Kindly follow this link to see the vacancies available and apply https://ug.optica.africa/pages/join-our-team You may also send your CV for consideration to ...
How do I keep my glasses clean?
Dear ${Cases.Contact Name}, You can buy a special machine-washable microfiber cleaning cloth from Optica that cleans away dirt and dust. This microfiber cleaning cloth is available from KES 50. We provide one Free when you buy a complete pair of ...
How do I keep my glasses in shape?
Dear ${Cases.Contact Name}, You should always use both hands to put on and take off your glasses, and put them safely away when you are not wearing them. Don’t let anyone try on your glasses, as this may cause stretching or other damage. Your frame ...
How much are your Bi-focal Lenses?
Dear ${Cases.Contact Name}, The price of bi-focal lenses depends on your prescription and choice of lenses. A pair of clear plastic bifocal lenses can start from UGX 110,000. Bifocal lenses with anti-glare are UGX 240,000. Bifocal lenses with ...
How much are your Prescription Sunglasses?
Dear ${Cases.Contact Name}, The price of a pair of prescription sunglasses depends on your choices. We have sunglasses starting from UGX 29,000. The price of lenses depends on your prescription and choice of lenses. Our prescription tinted sunglass ...
How much do I pay for alignment/adjustment of my spectacles?
Dear ${Cases.Contact Name}, We will align your spectacles free of charge. Remember: Our QUALITY GUARANTEE doesn’t end when you leave. Come in anytime and we’ll realign your glasses and clean them for FREE, so you’ll always leave feeling as good as ...
How much do you charge for an Eye Test at Optica?
Dear ${Cases.Contact Name}, All our eye tests are FREE of charge. Note that we do not charge for consultations at any of our branches countrywide. You may find your nearest Optica here: https://ug.optica.africa/pages/store-locator You may Book an Eye ...
How much does the one in the photo cost?
Dear ${Cases.Contact Name}, Great choice! This spectacular frame (model ABC) would cost you KES XYZ You may purchase it online here: (Only put this if available on our site) You may find your nearest Optica here: ...
How much time for glasses to be made?
Dear ${Cases.Contact Name}, The duration your glasses will take to be ready depends on the type of lenses selected, your prescription, and the type of frame. An order can be ready within 1 to 2 days or take up to 14 working days depending on the type ...
How often should I get my eyes tested?
Dear ${Cases.Contact Name}, We recommend an eye exam once every year for an adult patient. If you are less than 18 years of age we recommend a checkup every six months. You may Book an Eye Test Online here: ...
I have already been eye tested at -this Optica- branch, can I get tested at this -other Optica- branch?
Dear ${Cases.Contact Name}, Yes absolutely. As you are already registered at Optica, you are eligible for FREE eye tests for life at any Optica branch with our highly qualified Optometrists. All you will need is the mobile number you used to register ...
I would like to come for an Appointment. Can I book one online?
Dear ${Cases.Contact Name}, Yes, you certainly can book an appointment online or you may even just walk in to one of our locations. To book an appointment online at your nearest Optica please visit this link: ...
Is an eye test painful? And what does the eye test include?
Dear ${Cases.Contact Name}, Absolutely not! An Eye Test will typically take between to 15-20 minutes, depending on your individual needs. The test usually involves a variety of tests to make sure everything is okay with your eyes. Our highly ...
My eyes are bothered by glare/light, especially while driving at night. What can I do?
Dear ${Cases.Contact Name}, To eliminate glare while driving and in various lighting conditions, an anti-reflective lens will help reduce reflection, decrease halos around light, and improve cosmetic appearance. We strongly recommend glasses with an ...
My Glasses fell and broke?
Dear ${Cases.Contact Name}, We are sorry to hear about your broken glasses. Our technicians would need to physically see your glasses to determine a solution. Kindly visit your nearest Optica store for us to check if we can find a quick fix or if you ...
What frame options are available
Dear ${Cases.Contact Name}, We offer a wide selection of frames that come in different materials, styles, colors, shapes, and sizes at prices starting from UGX 29,000 upwards. We have a wide variety of brands, from house brands to designer brands we ...
What IN-STORE PAYMENT methods do you accept?
Dear ${Cases.Contact Name}, Within our stores, we accept payments via Cash, Momo pay, Visa, and cheque. You may see this link to find your nearest Optica branch: https://ug.optica.africa/pages/store-locator Please let us know if we can assist you ...
What is the product range that Optica has to offer?
Dear ${Cases.Contact Name}, As a leading Eyecare Service provider in East Africa, we have it all: Prescription glasses Sunglasses Contact lenses Children’s frames Spectacle cases Lens cleaners and sprays Accessories (cords) Swimming goggles ...
What options do you have for contact lenses and prices?
Dear ${Cases.Contact Name}, We stock a variety of contact lenses depending on your preferences. We have colored contact lenses, daily disposable lenses, and monthly disposable lenses. The price of a pair of colored contact lenses starts from UGX ...
What to use against Sunlight? Sensitive to sunlight
Dear ${Cases.Contact Name}, Sensitive eyes are a common issue and we have just the solution for you. If you have strong prescription power and are out in the sun for long durations, we recommend prescription sunglasses. However, if you are not out in ...
Whats the status of my order / Insurance Pre-authorization?
Dear ${Cases.Contact Name}, Thank you for contacting us. We would appreciate it if you could share with us the mobile number that you registered with and the branch that you visited, so we can look into this and get back to you with the status. We ...
Where are you located / What time are you open?
Dear ${Cases.Contact Name}, Kindly provide us with your current location so that we may provide information on your nearest Optica. Alternatively, you may find your nearest Optica and the timings by using this link: ...
Why is an eye test so important? / Do I need an eye test?
Dear ${Cases.Contact Name}, An eye test can pick up an early sign of a vision-related problem or an eye disease that can be treated early. Eyes that are functioning and seeing properly are crucial to a healthy and good life. Especially for young ...
Your frames / prices are so expensive!
Dear ${Cases.Contact Name}, We are sorry to hear that you feel this way. Please note our frames start from as low as UGX 29,000. A pair of clear plastic lenses can start from UGX 40,000, with anti-glare UGX 100,000 and with both photochromic and ...
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