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Optical Express Ruined My Life - Discuss...

TOPIC: What Lifetime Guarantee?!

What Lifetime Guarantee?! 20 Nov 2017 14:29 #1

  • Sally Weeks
  • Sally Weeks's Avatar
After speaking to OE, they have confirmed my laser surgery was Aug 2008. My eyes have reverted back to my original prescription.
They have told me that because i haven't been back every 2 years since surgery, my lifetime aftercare is void. I was not told this at the time of surgery!
I have asked for a copy of documents i have signed agreeing to this, which they say they'll email me. (I'm not holding my breath).
Do I have a leg to stand on with this "clause" or are they within their rights?

Ps, i love the website, so helpful.
admin: You can send a Subject Access Request (SAR) for £10.
Contact me with your phone number for details :kiss:
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No care! 21 Oct 2017 22:13 #2

  • Angela Thomson
  • Angela Thomson's Avatar
I had lens replacement surgery with Optical Express just over 3 years ago. Initially it appeared to be a success, then the sight in my right eye started to deteriorate. My local OE referred me to Barley Street where my eyes were examined and I was told my right eye needed a laser tweak which would be painless and take seconds. I attended the appointment and hell has followed. I suffer with excruciating pain and dehydration, it feels like wood shavings in my eye. Both eyes swelled, I couldn't see, and as ex Bunny Girl I missed our 50th Anniversary party as well as many other pleasurable occasions. I became depressed and lack confidence due to pain and poor eyesight. The aftercare at OE was abysmal, I have only been given drops.

Now its happening in the left eye. OE tell me I need a Yag laser and will charge me £495. I have a lifetime guarantee according to the optometrist who sold me the package.

I met a colleague and friend of David Moulsdale, founder of OE who assured me he would help as OE don't want any more bad publicity. He too is an optician who trained with David Moulsdale.

Tim Crompton has reneged on his offer of help. It certainly makes me concerned about the safety of our eyes with opticians and optometrists who seem to be far more interested in making money than our vision.

I certainly need help with pain, finances and trauma. Above all to get my eyesight as good as was promised when I was sold this £4.000.00 package with lifetime guarantee.
Regards, Angela Thomson

Refusing free aftercare 17 Oct 2017 11:25 #3

  • samantha
  • samantha's Avatar
hi I am in a similar situation Ive had surgery done twice and my eyes have got worst, they want me to pay £50 to see someone first and even that don't guarantee ill have it done again and will have to pay! where do I stand with this?

Refusing free aftercare 11 Oct 2017 18:37 #4

  • Awful treatment
  • Awful treatment's Avatar
I had treatment in 2009 with optical express which went ok but by 2015 had reverted back so had further enhancement which I had to pay for then after a year with no improvement in my vision I was told would then have to pay for aftercare appointments!

What Lifetime Guarantee?! 01 Sep 2017 03:09 #5

  • Mr A Nonymous
  • Mr A Nonymous's Avatar

Hi, the two Daily Mail links above show how unscrupulous and dishonest Optical Express are. The fact of the matter is you can do something about it, but OE are playing a 'numbers game' solely basing their chances on the majority of the public not having the courage to sue them.

My advice is take a look at the Sale of Goods Act (now the Consumer Rights Act). OE have mis-sold their product/service to many thousands of people, thus everyone who purchased this with the lifetime guarantee is entitled to exactly this, or their money back.

The fact that they did not furnish any terms and conditions go completely against them as they are unable to refer to anything that states the guarantee had a time limit of twelve months because not only were you advised the guarantee was for life but you were never furnished with any of the terms and conditions.

If you fight this and take them to court on this basis (that you specifically chose them as they offered a lifetime guarantee) then you have a very good chance of success. You can issue online on the small claims track and you do not need any legal representation as you can represent yourself. This is precisely what the small claims track is designed for and the forms etc are all self explanatory. Do not be worried as you have nothing to lose and everything to gain, plus the district judge hearing the claim should assist you if required. You just speak when you are spoken to and don't talk over anyone and you will be absolutely fine.

The beauty of someone taking this unscrupulous company to court is that a successful outcome will set a legal precedence for everyone else to do the same. The problem at the moment is nobody has had the courage to issue a claim. But it only takes one.

Good luck and I hope you are the one to make the difference.
admin: Thank you for this Mr Nonymous, but your advice relies on a person NOT having a signed copy of T&Cs that clearly state a limited aftercare period. However, should you have a copy of the glossy brochure stating lifetime aftercare/eye tests, then that can be relied upon.
And, I am aware that some people have successfully used this argument against OE who then reinstated their promised free eye tests for life.
It should of course be considered that OE's life expectancy may now be shorter than yours!
For more details contact This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

What Lifetime Guarantee?! 23 Aug 2017 16:44 #6

  • Laura Murray-Ward
  • Laura Murray-Ward's Avatar
I had surgery with optical express in 2012 and my eyes have recently deteriorated. I contacted optical express as I was promised free lifetime aftercare and assured that if my eyes reverted back I could have surgery again at no cost! This was one of the main reasons I opted for the surgery!
I have just been told that my terms and conditions say 12 months (I don't have my copy)
I know three other people who had the surgery around the same time and they all remember the same promise, however I'm aware this doesn't count as proof. Is there anything I can do?

No lifetime aftercare as promised in 2013! 21 Aug 2017 12:36 #7

  • Jane Holden
  • Jane Holden's Avatar
I had lens replacement surgery in 2013 and was promised free aftercare service for life including annual eye checks. Have had these free of charge but when I rang to book my check up recently was told that there would be the standard £50 eye test fee. When I said that aftercare was free for life I was told that this is not the case, free aftercare was only for the first twelve months after surgery.

Sales brochure and paperwork do not even mention aftercare service.

I feel we have been misled on this. Spoken with three more people who were also promised free aftercare for life - we cannot all have imagined this promise!
admin: Send email asap with phone number :kiss:
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"FREE eye tests for life" 10 Aug 2017 08:48 #8

  • Alastair Davies
  • Alastair Davies's Avatar
My lens replacement surgery has now failed and I am told I will have to pay a £1000 to put it right. I thought I was mistaken that they told me I had free aftercare for life.

Have you a copy of the brochure you could send me? You might be able to save me this charge.


admin: Please send your phone number :kiss:
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Risked grandsons eyes 25 Jul 2017 23:20 #9

  • Hildegard Turner
  • Hildegard Turner's Avatar
I had laser eye surgery about 2006 but after a short time I knew it went wrong. I had further treatments More laser then piggy back lens exchange also Yag, (I realise now OE were trying to keep me from a solicitors office). I was told aftercare was for life, so because I thought they cared with all my aftercare I paid for four of my grandkids to have laser 3 and a half years ago and was also told aftercare for life (otherwise I would not have gone ahead). Two of my grandsons are now having problems and OE want £50 for a checkup and £150 for a consultation with a surgeon. The youngest grandson was 18 and the other 19 (having problems) and I was assured they were not too young to have it done, but I'm questioning that now, I feel I have put my grandkids eyes at risk and feel absolutely gutted about this,

What Lifetime Guarantee?! 11 Jul 2017 15:37 #10

  • Jackie
  • Jackie's Avatar
I had my surgery in Feb 2011 - lens exchange. Having read all the stories on here I now realise that I am lucky - so far - not to have any problems with my vision. However, I do have a problem with the promised lifetime aftercare now being non existent.

I phoned OE a couple of weeks ago to book a check up and was told it would cost £50. When I queried this as I had never been charged before I was told all follow ups are chargeable after the first year. When I said this was news to me as I had had checks ups, eye drops and anti glare glasses for driving all free of charge for 3+ years at the Norwich branch, I was told "well you must have been lucky then”! Unbelievable!

I then started to doubt myself, had I dreamt this? Was I going mad? Fortunately my partner had been with me at almost every consultation and treatment and he had also heard them say on numerous occasions that all aftercare was free for life. In fact it was a key factor in me deciding to go ahead with the very expensive treatment knowing that I wouldn't ever have to pay for eye care again.

I emailed OE to query what was going on and received a very poor response just trying to fob me off. I had insisted upon them sending me copies of all the paperwork I had signed at the time, as they were trying to say I had agreed at the time to free care only being for a year. When all the copies arrived needless to say there were all the consent forms, dated and signed by me.
There was also an undated and unsigned copy of the Terms and Conditions which stated aftercare was free for a year. I took issue with all this and persisted until my complaint was escalated to Clinical Services Department and in due course I received a frankly appalling letter from Stephen Hannan.
Most of his letter was just a list of my treatments, appointments, my vision before and after the operation. He did not address at all my point about the now non existent free for life aftercare. I have today posted an extremely strongly worded letter to him, we will see what the outcome of that is….

My surgery was done at the Westfield Shopping Centre in London by "Professor" Jan Venter who I now understand is not, and never was, a Professor. A point that I made to Stephen Hannan.

I also pointed out to Stephen Hannan that his letter contained a blatant lie i.e. "I understand that you have recently been provided with a copy of the Terms and Conditions which were applicable at the time of your surgical procedures in 2011" NO they were NOT!!!

Never before have I had the misfortune to deal with such a misleading, untruthful, deceitful and unpleasant company as Optical Express....

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