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Optical Express Lifetime Guarantee

  • Phill

Replied by Phill on topic What Lifetime Guarantee?!

Posted 20 May 2016 08:42 #61
My surgery took place in Southampton in April 2012. I have been back and forth between
my home in Bournemouth and Southampton many times since surgery to try and sort
out my debilitating issues with night-vision, including halos and a 'starburst' effect when looking at lights.
In this time I have been told various things that it will improve with time, that its dry eyes, that I should increase my
omega 3 intake - and more recently an admission from an OE surgeon that I am suffering post laser surgery complications and told I may have to go to London for specialist treatment.
All the trips to Southampton plus the cost of eye drops are taking a financial toll.
No longer confident driving at night I have given up my car which has led to me missing out on career opportunities.
I am now also very worried that OE will also refuse me aftercare - such as it is.
by Phill
  • Donna

Replied by Donna on topic Worst Experience ever

Posted 18 May 2016 19:26 #62
I have had an absolute nightmare with optical express, they have not given me required after-care and have now told me that I must pay for care.
I had my eyes done in March 2014 and not only did it not work but eyes are always dry and sore and even the optician i saw at my last check up in Preston optical express told me that if he had been the one to do the consultation he would have advised me not to go ahead and he couldn't understand why I had even had the surgery (well I was talked into it by the guy who did my consultation that's why!)
My prescription was only slight and the reason I considered surgery was because a few years ago i'd suffered a broken nose and years later my glasses were still hurting my nose. this was the only reason, at my consultation I told him this and he went into full sales pitch, offered me discount but I had to sign up then and there (no going away to think about it, I had to apply for finance and pay the deposit right there on the day.) So I did. One of the things which persuaded me was in fact the free lifetime after-care.
The day after surgery my sight was absolutely amazing but within a month this was fading. At a check up a year ago he said something about my eyes are only .1 improved since before surgery and I do need glasses again, I can use my own glasses if I still have them he said! (As if I kept my old glasses! I had surgery so that I could throw away my glasses) He asked me why with such a small starting prescription I had surgery and I told him, he said that I should never been offered it...He said my only option now is to wait a few year and if my eyesight gets worse have surgery again but they wont do it again yet as it would be too much of a risk. (he assured me at this time that if I need surgery again I would NOT be charged)
My eyes are dry and sore all the time and I have to use 3 types of eye drops daily still....In September I had a check up at Manchester and I was told that I need to go and see the surgeon again and I would have an appointment but I had to call 12 times chasing up (I record all calls) each time being told that someone will call me back, sometimes I do get the promised call back and each time I am told that they are waiting for an appointment to become available at a suitable time for me. Only on the 4th February was I finally told that the only times appointments can be made are at 8.30am or around 4pm, I live 2 hours drive away and I have children in school, also I do not drive so have to get a lift, these times are absolutely not possible for me unless I take my kids out of school for the day which is against the law! They finally made me an appointment for the 17th February during half term. At this appointment I was told that I need large plugs fitted and I would be called with an appointment within two weeks. I have since then called 5 times but have not yet been given an appointment, the reasons given are that only one surgeon can do the fitting and he alternated between Manchester and Liverpool.
I emailed a formal complaint to Optical express and a few weeks ago I received a response telling me that my 2 years free aftr care was now up and that I would be changed for any future check ups and treatment. They included my contract signed which does indeed apear to state 2 years free after care, however this was NOT what I was told when I signed and I do not recall reading that (On the morning of my surgery I was a nervous wreck, shaking and it took them a while to do the surgery as I was too jumpy and almost backed out)
I called again to say that I was still awaiting my appointment and to enquire if I would be charged, having waited so long for appointments it is not my fault that it has taken more than 2 years to get things sorted but theirs. I was told I would get a call back...this was 6 weeks ago, I am still waiting.
I feel that I have paid thousands just to get sore eyes, because there has certainly been no benefit. I work on computers and I have had to take a lot of time off work due to me sore eyes. I went for an eye test at my old opticians and they told me that my prescription is exactly the same and that my eyes look like i've had surgery within the last 3 months! I am absolutely disgusted with the service and after care that I have received. :ohmy:
by Donna
  • Anonymous

Replied by Anonymous on topic What Lifetime Guarantee?!

Posted 16 May 2016 14:55 #63
Having found out last Wednesday that I was no longer entitled to free aftercare and sight tests, I called Optical Express's Customer Care and had a heated discussion with them. Not satisfied with the answers that I was getting I requested a call back from a manager. Today I spoke to them and was told that they had gone through my file and that there must have been a cross over period at the time I signed my terms and conditions and that I was in fact entitled to 24 months of free aftercare. They finally sent me a copy of the Nov '14 T&C's which state 24 months of aftercare but only free drops etc for 12 months. I also noticed (remembered) that there is a space for a witness signature, on my original documents. Mine should be blank because I had no-one with me on the day of my surgery to counter sign.

Still not happy with this as the Nov '14 T&C's limit enhancement treatment to the first 12 months, which I do not ever remember being the case, and I would also like them to honour the Free eye tests for life as per their promotional literature given during the sales pitch.
Last Edit:16 May 2016 15:06 by Anonymous
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Replied by admin on topic Surgery between 2008 - 2009?

Posted 16 May 2016 12:47 #64
I need your help :kiss:

If you had surgery at Optical Express between December 2008 and October 2009...

No matter whether the results were good or bad, and even if I've previously spoken to you, please contact me asap!
info@opticalexpressruinedmylife.co.uk
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  • orangeiii
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Replied by orangeiii on topic What Lifetime Guarantee?!

Posted 16 May 2016 12:28 #65
Hi Catrin,

I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?
by orangeiii
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Replied by orangeiii on topic What Lifetime Guarantee?!

Posted 16 May 2016 12:22 #66
Hi John,

I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?
by orangeiii
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Replied by orangeiii on topic OE are a joke

Posted 16 May 2016 12:21 #67
Hi DeeDee,

I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?
by orangeiii
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Replied by orangeiii on topic Not free anymore??!?

Posted 16 May 2016 12:19 #68
Hi Maureen,

I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?
by orangeiii
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Replied by admin on topic URGENT - Surgery in 2009?

Posted 15 May 2016 13:47 #69
If you had surgery in 2009 and have any OE brochures/documents/emails promising lifetime aftercare and/or free eye tests for life etc, PLEASE contact me asap!
info@opticalexpressruinedmylife.co.uk

Meanwhile, no matter which year you had surgery, if OE promised you lifetime aftercare/free eye tests, please add your comment to the Which? conversation: conversation.which.co.uk/health/optical-...ery/#comment-1445675


:kiss:
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Replied by admin on topic URGENT - FAO Catrin

Posted 13 May 2016 13:49 #70
Please contact me asap...

Anyone else who also had surgery @ Optical Express in 2009 please contact me :kiss:
info@opticalexpressruinedmylife.co.uk
Last Edit:13 May 2016 14:16 by admin
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