Deposit Refunds

I have just had a representative from Optical Express contact me regarding my deposit. He told me my money would not be refunded but I could use the amount to purchase glasses from OE or as payment towards future surgery.

He also said I could have Optical Express gift vouchers for £390. So they refuse to refund my cash but will hold on to it and generously allow me to spend it in their store!

I explained that I was not informed of a 72 hours 'cooling off' period by the salesman when paying my deposit.

I have no intention of letting this drop until I get my refund.

I have decided against surgery after having a 'no obligation' consultation in Edinburgh last Friday.

When I went for the consultation I had eye drops administered to each eye. Then I was told that i was suitable for surgery and ushered through to speak to the salesman to explain my options.

I was advised that it would cost £3900 in total but there was a special April offer and if I booked immediately I could have a £900 discount.

With no time to walk away and think about it, feeling disorientated and pressured to make a £390 deposit, I was directed to sit down at a computer screen that I was unable to focus on and told I was in charge. I explained I couldn't see anything so the young salesman pointed at two boxes on the screen telling me to just click on them to set up and confirm a credit agreement.

I have talked it over with my wife over the last two days and decided that it would be best not to follow through with the surgery.

I called OE and cancelled today and asked about a refund of my £390 deposit but was informed that the customer service "could not deal with that" and that someone from cancellations would be contacting me to discuss it. So far I have heard nothing.

At no point during the consultation was any cooling of period mentioned nor was I told the £390 deposit was non refundable. If I'd been told that I would have called a halt to the consultation and taken sufficient time to sit down and think about my options before committing.

I will pursue my refund by legal means if that's what it takes.

I received my £500 deposit back. I have to say they were courteous, friendly and polite.

Thanks Sasha for your help

Just an update to say, after following the advice from OERML, Optical Express are today processing my deposit refund.

Thanks again for the help Sasha

Good luck.

Sasha just to say deposit landed in my account at midnight

Many thanks
Alan

I booked my appointment and decided to go ahead with laser surgery after being put on the spot and pressured to make a decision at my consultation.

i paid £750 deposit but later decided to cancel within the 72 hours cool off period. After numerous calls and a rather rude dealing with a member of the cancellation department - who said why did I bother to book surgery if I was later going to change my mind, I still haven't had a call back to discuss my refund.

It is now around 3 weeks later and I can say I would never trust or recommend Optical Express even if they offered the treatment for free!

Appalling customer service, so I can only begin to imagine how bad the surgery aftercare would be!
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admin: Please send your number and I will call you: info@opticalexpressruinedmylife.co.uk

Alan, I see that Sasha has been working her magic again. Fighting for justice.

Hi - would like to thank you Sasha, this morning had a call from OE to say they will now process my deposit.

They have taken my card details and said it can take up to 2-3 days and have sent me a confirmation email.

Once again Sasha. Thank you

Last Saturday I attended the Shaftesbury Ave clinic intending to have LASIK, but the surgeon said there had been a change and I would have to have LASEK instead. That was not what I'd paid for so I phoned to ask for my deposit back and was told that this was non-refundable. Looking at other people's comments here I feel I have been misled and tricked the whole way!

- Told in the Crawley store that I was fully suitable for LASIK and that they had done operations for many people with my prescription and astigmatism with LASIK.

- Quoted £5190 originally. When they rang back I said it was too expensive so they offered £3280 if I booked within 3 weeks.

- Paid £500 deposit.

- Hitachi Finance sent me 2 emails because the Customer Care Assistant opened 2 direct debits in my name.

- I was never told I would have to have LASEK so turned up to London and waited 5 hours and then never had it done!

Hi Sasha
Your site truly does have punch as a miracle has happened! As I walked in my front door the phone was ringing and it was OE offering a full refund and I won't have to wait the 28 days the normally takes!!!

She explained they had made an exception because I was so upset but I suspect it's because they saw I had contacted you.

Thank you so much and keep up the good work

Anne C