Deposit Refunds
- Anita Hernja
Replied by Anita Hernja on topic Surgery cancelled by Dr Manek Patel
Posted 19 Jan 2015 22:58
I received my money today as well!
Thank you for all your help and advice
Thank you for all your help and advice
- Lisa James
Replied by Lisa James on topic Deposit Refund Help!!!
Posted 15 Jan 2015 12:45
I have come across your very informative site and wondered if you could help me to get my money refunded.
On the 23rd August 2014 I went to a consultation in Brighton for laser eye surgery, I was tested and advised that I could not have laser eye surgery but was offered lens replacement surgery. I was advised that as I worked for the NHS I was entitled to a 20% discount , two dates were offered to me on a provisional basis (this was written on my paperwork) as I had to have a form signed by my GP to advise that I was ok for surgery as I have Crohns disease, also subject to 30 months interest free finance being available, this could not be done on the Saturday of the appointment as I was advised that the office was closed, as we were going on holiday the following day the sales assistant advised I would get a call at the beginning of September.
I paid £500 so that it would be a chunk off of the final bill at no point was I advised that this was a minimum deposit or that it was non-refundable, or that there was a time limit on refunds which wouldn’t have worked anyway as we were on holiday a fact that the sales assistant was well aware of. On leaving Optical Express with my eyes dilated from drops that are given and unable to see properly I was handed a pack with lots of forms in.
After returning from holiday I had not heard anything from Optical Express in regard to my financing and the company had received some very bad press in regard to safety of operation etc etc. I decided to consult my optician who advised me to get a second opinion as my eyes were very complicated and in view of the press comments to tread very carefully.
By the beginning of October I hadn’t anything from Optical Express so I called them to advise that I would like a refund of the money that I had paid. I was advised that one of the cancellation team would call me as they were unable to put me through as it was very busy and there was no direct line. I called a couple more times but each time was told that the line was busy and someone would call me I gave them specific times to call me as I work in a hospital and am unable to access my phone but each time after a shift I would notice a missed call from them , eventually I called them and kicked up a bit of a fuss and was put through to someone who advised me that he was in the cancellation team but later on in the conversation he told her that he was a secretary for one of the surgeons, he told me in no uncertain terms that I would not be getting any refund as the minimum deposit was in fact £500 and had in effect lost it, I was advised that the pack that I was given clearly stated that I only had 72 hours to cancel (even though I couldn’t read it) and after this time the minimum deposit would be retained, I asked what the minimum deposit was and was advised £500. The man’s tone was completely patronising, even to the extent that he asked me if I wanted his name and direct line to call him back when I found out from a legal source that I was not entitled to any refund.
Nothing In writing states that this is the minimum deposit and doing some research on the internet it seems that the deposits range from £150 up to the full price of the treatment £3700. I wrote to the customer service team and they apologised for the way my call was handled but advised they would not refund as I was outside of the 72 hours and she was still able to go ahead with the surgery (even though my GP has not signed the consent letter) or had i received or been offered the financing.
Optical Express however has offered £500 in gift vouchers which I am not accepting.
_____________________
admin: Pls send your number and I’ll call you
info@opticalexpressruinedmylfe.co.uk
On the 23rd August 2014 I went to a consultation in Brighton for laser eye surgery, I was tested and advised that I could not have laser eye surgery but was offered lens replacement surgery. I was advised that as I worked for the NHS I was entitled to a 20% discount , two dates were offered to me on a provisional basis (this was written on my paperwork) as I had to have a form signed by my GP to advise that I was ok for surgery as I have Crohns disease, also subject to 30 months interest free finance being available, this could not be done on the Saturday of the appointment as I was advised that the office was closed, as we were going on holiday the following day the sales assistant advised I would get a call at the beginning of September.
I paid £500 so that it would be a chunk off of the final bill at no point was I advised that this was a minimum deposit or that it was non-refundable, or that there was a time limit on refunds which wouldn’t have worked anyway as we were on holiday a fact that the sales assistant was well aware of. On leaving Optical Express with my eyes dilated from drops that are given and unable to see properly I was handed a pack with lots of forms in.
After returning from holiday I had not heard anything from Optical Express in regard to my financing and the company had received some very bad press in regard to safety of operation etc etc. I decided to consult my optician who advised me to get a second opinion as my eyes were very complicated and in view of the press comments to tread very carefully.
By the beginning of October I hadn’t anything from Optical Express so I called them to advise that I would like a refund of the money that I had paid. I was advised that one of the cancellation team would call me as they were unable to put me through as it was very busy and there was no direct line. I called a couple more times but each time was told that the line was busy and someone would call me I gave them specific times to call me as I work in a hospital and am unable to access my phone but each time after a shift I would notice a missed call from them , eventually I called them and kicked up a bit of a fuss and was put through to someone who advised me that he was in the cancellation team but later on in the conversation he told her that he was a secretary for one of the surgeons, he told me in no uncertain terms that I would not be getting any refund as the minimum deposit was in fact £500 and had in effect lost it, I was advised that the pack that I was given clearly stated that I only had 72 hours to cancel (even though I couldn’t read it) and after this time the minimum deposit would be retained, I asked what the minimum deposit was and was advised £500. The man’s tone was completely patronising, even to the extent that he asked me if I wanted his name and direct line to call him back when I found out from a legal source that I was not entitled to any refund.
Nothing In writing states that this is the minimum deposit and doing some research on the internet it seems that the deposits range from £150 up to the full price of the treatment £3700. I wrote to the customer service team and they apologised for the way my call was handled but advised they would not refund as I was outside of the 72 hours and she was still able to go ahead with the surgery (even though my GP has not signed the consent letter) or had i received or been offered the financing.
Optical Express however has offered £500 in gift vouchers which I am not accepting.
_____________________
admin: Pls send your number and I’ll call you
info@opticalexpressruinedmylfe.co.uk - Dave Mitchell
Replied by Dave Mitchell on topic Trying to get my deposit back
Posted 14 Jan 2015 12:49
I know how you feel Ben.Optical Express sent me a 'personalised' letter in December offering laser surgery for £1,995.
I responded and was invited for a consultation in Cheltenham on the 6th December when the consultant (sales person) confirmed I was eligible for laser surgery and the front desk took my money.
I arrived at their Bristol surgery 2 weeks later when the surgeon informed me this treatment was not suitable for me and was told I would need to go through the consultation process again where a different procedure would be offered at £4,400 - more than double the price!
Because I could not afford this new treatment I asked for a refund but have since been told by an unsympathetic OE employee I have to wait up to 28 working days for my money back. Like you I was told it takes this time due to the clinical nature of their profession - but they took my payment in seconds.
I booked 4 days off work, had travel expenses to pay, and used my credit card for full payment for which I am being charged a 17.9% interest rate, about £1 a day.
They have in fact offered me a service, taken my money, cancelled their offer, then decided to hang on to my money for interest. I wouldn't do business with this company again.
Good luck with your refund!
Dave
- Ben Hicks
- Thank you received: 0
Replied by Ben Hicks on topic Trying to get my deposit back
Posted 13 Jan 2015 12:55
I was recently tempted by laser eye surgery and went in to Optical Express without properly reading review websites. I was given the very hard sell and pushed into paying a deposit of £400. After the whole experience I reflected on it and read negative reviews about Optical Express which put me off going with them.
I have since been trying to claim back my deposit taken on the 2nd December 2014. When I spoke to the cancellation team they said I would receive it all back as I cancelled well within the 7 day period. However as a passing comment and certainly with no real detailed explanation as to why, they said it could take up to 28 days (note not 28 working days).
I emailed Optical Express on 2nd January 2015 asking where my money was, as the cancellation team told me it should have only taken a month to return (even this seemed a long time to wait). They responded saying it would be 28 working days and I should expect to hear from the refund team by 19th January. I asked for a more detailed answer why it would take this long, as their explanation in this preliminary email was that it was due to the clinical nature of their business (very vague, nonsensical answer).
Unsurprisingly I did not receive a response back from the Customer care team to this email, or to a subsequent ‘chaser’ email which I sent on 9th January. I have also not heard anything from the refund team. I am now aware that getting your deposit back from Optical Express can be an incredibly arduous task after reading websites like this and Money Saver Expert as well as Complaints Board.
I do not have a huge amount of money particularly after the Christmas period and if it is not returned soon then I may face charges from my bank for going over my overdraft limit. I assume Optical Express won't be paying these if they occur!
I really appreciate any help you can provide. I really wish I had seen your website before I walked through the Optical Express door!
Many thanks, Ben
___________________
admin: contact info@opticalexpressruinedmylife.co.uk
I have since been trying to claim back my deposit taken on the 2nd December 2014. When I spoke to the cancellation team they said I would receive it all back as I cancelled well within the 7 day period. However as a passing comment and certainly with no real detailed explanation as to why, they said it could take up to 28 days (note not 28 working days).
I emailed Optical Express on 2nd January 2015 asking where my money was, as the cancellation team told me it should have only taken a month to return (even this seemed a long time to wait). They responded saying it would be 28 working days and I should expect to hear from the refund team by 19th January. I asked for a more detailed answer why it would take this long, as their explanation in this preliminary email was that it was due to the clinical nature of their business (very vague, nonsensical answer).
Unsurprisingly I did not receive a response back from the Customer care team to this email, or to a subsequent ‘chaser’ email which I sent on 9th January. I have also not heard anything from the refund team. I am now aware that getting your deposit back from Optical Express can be an incredibly arduous task after reading websites like this and Money Saver Expert as well as Complaints Board.
I do not have a huge amount of money particularly after the Christmas period and if it is not returned soon then I may face charges from my bank for going over my overdraft limit. I assume Optical Express won't be paying these if they occur!
I really appreciate any help you can provide. I really wish I had seen your website before I walked through the Optical Express door!
Many thanks, Ben
___________________
admin: contact info@opticalexpressruinedmylife.co.uk
- Anita Hernja
Replied by Anita Hernja on topic Surgery cancelled by Dr Manek Patel Pt 2
Posted 09 Jan 2015 00:00
And his reply was:
In order to clarify my decision I replied:
My next attempt to get my refund back as soon as possible was:
Today is the 29th working day and I still didn't receive a call or a refund.
I know now that I am one of the lucky ones, who didn't have the actual procedure and didn't pay thousand of pounds for it, but I do want my money back and I believe that things like this cannot be permitted and ignored in the future.
Anita Hernja
In order to clarify my decision I replied:
My next attempt to get my refund back as soon as possible was:
Today is the 29th working day and I still didn't receive a call or a refund.
I know now that I am one of the lucky ones, who didn't have the actual procedure and didn't pay thousand of pounds for it, but I do want my money back and I believe that things like this cannot be permitted and ignored in the future.
Anita Hernja
- Anita Hernja
Replied by Anita Hernja on topic Surgery cancelled by Dr Manek Patel Pt 1
Posted 08 Jan 2015 23:58
In November 2014 I decided to have Laser Eye Surgery with Optical Express after I did online research (unfortunately I didn't find this site) and their offer seemed affordable: free eye consultation and Laser Eye Surgery from £395. As soon as I showed interest I was bombarded with messages, calls, emails and letters, pretty much on a daily basis.
On the 31/10/14 I had an appointment at the Kingston upon Thames clinic and I was lucky to have my good friend with me. First we met Refractive Technician Cristina Florea who sent me to have tests with optometrist Elisabeth Vourazeri. They both seemed professional and nice and after the tests, we were sent back to Cristina to discuss the price and dates. Because I was suitable for any procedure I decided for the more affordable one: LASEK Standard for (discount) price £2500, which was still an incredible amount of money I was willing to pay from my savings. I paid a deposit of £395 and signed a Hitachi 10 month credit agreement.
The operation was supposed to be done by Dr Manek Patel on 21/11/14 at 9 am at Harley Street clinic. The date was chosen during my holidays in order to be able to have enough days off to recover properly. 3 days before the procedure I received a call informing me that I was not suitable for the operation we agreed and that I needed the more expensive one (more than £1000 extra). I was shocked and instantly realised it was less than 3 days until my operation which meant that, according to their terms and conditions, I was not entitled to a refund if I cancelled. After a few calls and my obvious dissatisfaction, I was told that I would get the more expensive procedure, iDesign Lasek, for the same price agreed in the beginning. That decision was made by Lawrence Mclaughlin over the phone and emailed to me.
I became quite suspicious at that point, but still followed all the instructions (didn't wear contact lens) and I was healthy on the day of the procedure. After an hour of waiting in the reception I was given a LVC Day of Surgery Consent form to sign, and eye drops for the last eye scan before the operation. After sitting outside the room for a while, I was called in by Dr Manek Patel who gave me a cold and brief explanation that I was unsuitable for the operation, because one of my cornea is oddly shaped (for some mysterious reason). He told me that I could return in a week for another scan and have the operation done if the shape changed, or if not I could come back whenever I wanted and hopefully my cornea will be in proper shape. After that I was given a tiny bottle of Hycosan drops for dry eyes which I was supposed to apply a few times per day and than call back for another appointment in a week's time. I was furious, disappointed and felt I was being treated like a fool. I don't even have to add that I have cancelled all my plans for holidays in order to have a post-operation rest!
As soon as I got home I sent an email to Lawrence McLaughlin:
On the 31/10/14 I had an appointment at the Kingston upon Thames clinic and I was lucky to have my good friend with me. First we met Refractive Technician Cristina Florea who sent me to have tests with optometrist Elisabeth Vourazeri. They both seemed professional and nice and after the tests, we were sent back to Cristina to discuss the price and dates. Because I was suitable for any procedure I decided for the more affordable one: LASEK Standard for (discount) price £2500, which was still an incredible amount of money I was willing to pay from my savings. I paid a deposit of £395 and signed a Hitachi 10 month credit agreement.
The operation was supposed to be done by Dr Manek Patel on 21/11/14 at 9 am at Harley Street clinic. The date was chosen during my holidays in order to be able to have enough days off to recover properly. 3 days before the procedure I received a call informing me that I was not suitable for the operation we agreed and that I needed the more expensive one (more than £1000 extra). I was shocked and instantly realised it was less than 3 days until my operation which meant that, according to their terms and conditions, I was not entitled to a refund if I cancelled. After a few calls and my obvious dissatisfaction, I was told that I would get the more expensive procedure, iDesign Lasek, for the same price agreed in the beginning. That decision was made by Lawrence Mclaughlin over the phone and emailed to me.
I became quite suspicious at that point, but still followed all the instructions (didn't wear contact lens) and I was healthy on the day of the procedure. After an hour of waiting in the reception I was given a LVC Day of Surgery Consent form to sign, and eye drops for the last eye scan before the operation. After sitting outside the room for a while, I was called in by Dr Manek Patel who gave me a cold and brief explanation that I was unsuitable for the operation, because one of my cornea is oddly shaped (for some mysterious reason). He told me that I could return in a week for another scan and have the operation done if the shape changed, or if not I could come back whenever I wanted and hopefully my cornea will be in proper shape. After that I was given a tiny bottle of Hycosan drops for dry eyes which I was supposed to apply a few times per day and than call back for another appointment in a week's time. I was furious, disappointed and felt I was being treated like a fool. I don't even have to add that I have cancelled all my plans for holidays in order to have a post-operation rest!
As soon as I got home I sent an email to Lawrence McLaughlin:
- LC
Replied by LC on topic Decided Against Surgery, chances of a refund?
Posted 06 Jan 2015 11:03
It appears I may be one of the fortunate ones who discovered this site before my surgery. I'm booked in for the 17th Jan.
I'm now looking for some advice on how to go about cancelling and obtaining a refund of my deposit.
I did a quick perusal of the web before going and was pleased with the trustpilot/OE reviews etc that seemed to provide mostly 5 star feedback. (I now realise these may be manipulated scores)
(admin: www.opticalexpressruinedmylife.co.uk/ind...pt-review-sites.html )
I went to the Cardiff store and was given the hard sell and was aware it was happening, but I had pretty much decided I wanted the surgery so I wasn't too concerned. (Although I was bemused when the receptionist undertook the first part of my consultation)
I was told I was a PERFECT candidate and advised to have the top of the range iDesign Lasik as there was no risk and I would DEFINITELY have 20/20 vision or better. I was told I could return to work and driving 2 days after.
I was not told about the possible issues with light sensitivity, ghosting, halo's etc
I even mentioned that I have had issues with dry eyes with my lenses, he said not to worry as I wouldn't need lenses after the surgery!
I was given drops that impaired my vision (8 hours later they wore off!) and handed documents to sign which I could not read. I made a not so wise crack about not being able to see what I was even signing and was assured that everything was in order and both members of staff laughed off my concern.
I was given a date immediately for the 17th Jan, which was about a month after my consultation.
I was then hustled into paying £400 deposit, nothing further was said, in fact she became so dis-interested in me after taking the payment I asked her if there was anything further she said no, said goodbye and walked back upstairs, leaving me in the lobby half blind and somewhat concerned.
I admit I much forgot about the surgery during the Christmas period, but recently saw OE feature in the media and decided to do some proper research.
After everything I’ve read about them here and elsewhere, it’s clear they did not highlight the dangers of the surgery or the true % of post op issues people experience. Their website review system is extremely biased, I can't even find a negative review, yet here you all are!
I feel I have been misled by OE over the procedure and was looking for some advice on how I can go about looking to get a refund.
Any help would be appreciated, thanks.
____________
admin: Please email info@opticalexpressruinedmylife.co.uk
I'm now looking for some advice on how to go about cancelling and obtaining a refund of my deposit.
I did a quick perusal of the web before going and was pleased with the trustpilot/OE reviews etc that seemed to provide mostly 5 star feedback. (I now realise these may be manipulated scores)
(admin: www.opticalexpressruinedmylife.co.uk/ind...pt-review-sites.html )
I went to the Cardiff store and was given the hard sell and was aware it was happening, but I had pretty much decided I wanted the surgery so I wasn't too concerned. (Although I was bemused when the receptionist undertook the first part of my consultation)
I was told I was a PERFECT candidate and advised to have the top of the range iDesign Lasik as there was no risk and I would DEFINITELY have 20/20 vision or better. I was told I could return to work and driving 2 days after.
I was not told about the possible issues with light sensitivity, ghosting, halo's etc
I even mentioned that I have had issues with dry eyes with my lenses, he said not to worry as I wouldn't need lenses after the surgery!
I was given drops that impaired my vision (8 hours later they wore off!) and handed documents to sign which I could not read. I made a not so wise crack about not being able to see what I was even signing and was assured that everything was in order and both members of staff laughed off my concern.
I was given a date immediately for the 17th Jan, which was about a month after my consultation.
I was then hustled into paying £400 deposit, nothing further was said, in fact she became so dis-interested in me after taking the payment I asked her if there was anything further she said no, said goodbye and walked back upstairs, leaving me in the lobby half blind and somewhat concerned.
I admit I much forgot about the surgery during the Christmas period, but recently saw OE feature in the media and decided to do some proper research.
After everything I’ve read about them here and elsewhere, it’s clear they did not highlight the dangers of the surgery or the true % of post op issues people experience. Their website review system is extremely biased, I can't even find a negative review, yet here you all are!
I feel I have been misled by OE over the procedure and was looking for some advice on how I can go about looking to get a refund.
Any help would be appreciated, thanks.
____________
admin: Please email info@opticalexpressruinedmylife.co.uk
- Robin
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