I recently booked a procedure with Optical Express following a consultation at the Shrewsbury branch in which I was confidently informed by the optometrist that I was eligible for LASIK.
After travelling for 2 hours to attend the surgery, I was informed at the last possible moment by the surgeon that a deep scar spotted on my cornea meant that LASIK was not possible for fear of permanent damage to my eye.
After becoming anxious and asking to leave, I was subsequently talked into rebooking LASEK by the reception staff at the Shrewsbury branch.
I had my [second] pre-surgery clinician chat a few days ago, however the doctor I spoke to only compounded my concerns by expressing profound shock that the scar was not discovered at my initial consultation.
I then emailed the Shrewsbury branch and requested to cancel my procedure and receive a refund. I was told that £500 would be retained because I have cancelled too late. I replied explaining that, due to the fact that this situation has only been caused by the negligence of, and false information provided by, the staff at Optical Express, I would not accept that the deposit should be retained at this point. I have already been messed around by Optical Express and don't see why I should have to relinquish £500 as a result of the company's incompetence. This is not to mention the fact that I specifically enquired as to the refund policy and was informed that I could change my mind right up until the procedure for a full refund (and I'm awfully glad I brought a witness along to this, as the two consultants at the Shrewsbury branch, Alisha and Ali, have now chosen to deny this fact).
Had the first surgeon, Doctor Rodney, not at the very last moment rechecked my eyes, I could now be sitting here with permanent visual damage or total blindness. It is also abhorrent that the sales consultants at the clinic lied to my face regarding the refund policy to push me into buying.
Any help or advice you could provide in getting my money back would be welcomed with open arms!
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admin: The sales staff receive commission and financial incentives to sign people up for surgery 👀
Please send your phone number: sasha@opticalexpressruinedmylife.co.uk