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Reply: Deposit Refunds

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Topic History of: Deposit Refunds

Max. showing the last 6 posts - (Last post first)

  • Conor M
  • 's Avatar
25 Mar 2024 14:40

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!
____________________
admin: The sales staff receive commission and financial incentives to sign people up for surgery 👀
Please send your phone number: sasha@opticalexpressruinedmylife.co.uk

  • Derek B.
  • Derek B.'s Avatar
07 Feb 2024 19:16

Hi Sasha.  Thanks for your help and guidance.   Optical Express is providing me with a full €500 refund.

  • Derek B.
  • Derek B.'s Avatar
02 Feb 2024 12:57

Hi Sasha,

I'm looking for some guidance from you if possible.
I booked in for lens replacement surgery in Ireland on the 13th of November, 2023.  For my job, I needed to work long hours in front of a PC and was unsure about the surgery. The Optical Express staff told me to discuss it with the surgeon.  He would go through the risks with me.
I had my consultation with the surgeon Mikhail Hernandez and spent some time looking at the stories on this website.
I'm 47 years old, and I was getting the surgery as I was sick of wearing glasses.  After my meeting with the surgeon, I decided the risks were too high for a procedure which was mainly cosmetic for me.
I contacted Optical Express to inform them I wanted to cancel my surgery. I followed up with them to get my €500 deposit, and they told me it would take 20 working days for the refund to be completed.  In January, I contacted Optical Express again as the refund had still not been received (it should have been refunded on the 20th Dec) and was told they were not going to refund me and the €500 was being taken as an admin fee.

When booking, the staff told me I could cancel the surgery and get a refund.  I was informed that the surgeon would not want to have a patient who was unhappy as it affects their satisfaction scoring.
Do you have any advice on how I should go forward here?
______________________________
admin: Mikhail Hernandez is new on my radar, but I'm sure it won't be long before I hear from his patients, not least because he should know that at 47 you are too young for lens exchange surgery - see video!
But as also too old for laser, they have to try and sell you something if they want to keep their jobs :kiss:
For more advice please email: sasha@opticalexpressruinedmylife.co.uk




 

  • M.Lee
  • M.Lee's Avatar
04 Jan 2024 22:26

I cannot be grateful enough Sasha, I received the full £500 refund back just a couple of days after you helped me out. Thank you so so much!!

  • M.Lee
  • M.Lee's Avatar
11 Dec 2023 16:15

Hi Sasha, 
After reading a lot through the internet and the facebook group I'm really concerned about the laser procedure. I was booked to have surgery on 5th Jan ‘24 and I had the appointment with the surgeon Luca Antico on the 5th December and that gave me a weird feeling as it was meant to be a Teams video call to "meet" the surgeon but in the end it was just a quick telephone call. Luca didn't sound very interested and was ticking the boxes about what to ask. I also now read a lot of bad reviews about Luca Antico and Optical Express.

I’ve now cancelled my surgery but they haven’t sent me email to say this or confirmation that they are refunding the £500 deposit.

Not sure how to proceed... please can you help me?
__________
admin:
 As are most of the surgeons at Optical Express, Dr Luca Antico is being sued by a number of his damaged patients :kiss:
Please send your phone number: sasha@opticalexpressruinedmylife.co.uk

  • K Barker
  • 's Avatar
02 Nov 2023 20:39

Hi I’m looking for some advice on the below email I received from optical express. They won’t give back the £500 deposit on a surgery that was technically never booked! Any advice would be appreciated.


________________________
admin: They do try, but of course they're not legally entitled to keep your money!
It shows desperation, as Optical Express is apparently in dire financial straits, with the owner allegedly in meltdown :kiss:
Please send your phone number: sasha@opticalexpressruinedmylife.co.uk

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