Deposit Refunds

Thank you OERML you saved my life.

On Monday (3/3/14) I went for a consultation for lens replacement as I was getting frustrated with glasses. I paid a £500 deposit for the procedure and they found an open appointment for today, Wednesday(5/3/14).

I have a fear of operations so researched a little more that evening when I found OERML Facebook page and read about the horrible mistakes they've made, which intensified my fear so I cancelled the surgery.

According to their terms I am entitled to a full refund of my deposit as I cancelled within 24 hours of the consultation.

Today (5/3/14) I spoke with Jamie Stewart who stated that they won't refund my deposit as I cancelled within 72 hours of the surgery, even though I cancelled with 24hrs of the consultation.

I asked about the 24hr legal cooling off period, but he ignored the question, repeating the 72hrs excuse.

There seems to be a major conflict here as to which clause has precedent - the legal 24hrs cooling off period or the 72 hours cancellation period!?

Any advice anyone?

www.bridgewaterhospital.com/
The majority of surgery performed at Bridgewater Hospital (owned by Optical Express) is cosmetic whilst Laser and RLE are not.

In my opinion eye surgery (esp RLE) is far more "invasive" than Botox or derma fillers. Puzzling then that Optical Express offer "a two week cooling off period" at Bridgewater yet only 24-72hrs at OE high street clinics!

www.cqc.org.uk/directory/1-128916692

I recently attended a laser eye surgery consultation at Optical Express Meadowhall branch where I was told I was a good candidate for surgery. The optometrist told me that even though my distance vision was not that bad surgery would almost certainly make me glasses free. So I paid £2490 and went for surgery 3 weeks later.

On meeting surgeon Muhammad Kazmi and discussing the expected outcome he told me I had a 50/50 chance of being glasses free, a 70% chance of a slight improvement, and a 30% chance of no improvement at all - or in fact my vision being worse!

This information was whispered to me as he sat very close in a very secretive manner, and he drew a diagram on a small piece of scrap paper on his lap to explain better. I declined surgery on the grounds that the odds on the outcome I wanted i.e. being glasses free, were not as favourable as I had been led to believe.

I returned the next day to request a refund, but the assistant manager informed me that in their opinion I was a good candidate for surgery and I could not have any refund, offering only a reassessment with another surgeon. I turned this offer down on the grounds that I was now incredibly nervous of surgery as an extremely worrying prognosis had been given and I would now never take even the slightest chance on my eyes. They told me someone would contact me from head office, but so far nothing.

With her permission I forwarded all of Roberta's details below to David Moulsdale, plus the 'Live Chat' screenshots - and this:



Strangely, since then, google "Natural Lens Exchange" and the above link has vanished!

However, google "Optical Express RLE/refractive lens exchange" and the first page lists OERML posts from damaged OE patients, hence Stephen Hannan's enthusiasm to divert Roberta away from RLE - something she wouldn't even consider when she paid her deposit.

Needless to say, I look forward to representing Roberta at the Small Claims Court in order to get her deposit back and am happy to do the same for anyone else having problems with this dishonest company

From: Roberta
To: DavidMoulsdale@OpticalExpress.com
Date: Sat, 25 Jan 2014
Subject: Optical Express

Dear Mr Moulsdale,

Since cancelling my surgery I have been told my £400 deposit is not refundable although before I paid your sales person told me that there would be no problem if I wished to cancel, and did not mention a time limit of 24hrs - or any other!

Also, after administering drops to dilate my pupils I was asked to sign a form which I couldn’t even read.

I know now that I am not suitable for laser eye surgery due to the size of my pupils and your optometrist and sales assistant were negligent to suggest I should have this.

Nor do I wish to undergo Refractive lens exchange which Mr Luca Antico suggested I should think about.

Please therefore refund my £400 deposit within 24hrs of your office receiving this mail otherwise I will seek to claim it back via the Small Claims Court.

Yours sincerely,
Roberta
___________

From: StephenHannan@OpticalExpress.com
To: Roberta
Date: Wed, 29 Jan 2014 16:07:14 +0000
Subject: Optical Express

Dear Ms __,

Thank you for your recent email which was addressed to our Chief Executive Officer. In my capacity as the Clinical Services Director I have reviewed your clinical records and will now offer a response on behalf of Optical Express.
Based on your pupil diameter and all the other examination results you are a suitable candidate to undergo Laser Eye Surgery. Laser Eye Surgery was recommended on the basis that you understood that you would have to wear spectacles for near vision purposes post treatment. The Informed Consent Document to reflect this procedure and all potential outcomes was issued to you at the point of your initial consultation.
When you met with Dr Antico on the planned date of treatment, Dr Antico further discussed the need to wear near vision spectacles post treatment. Based on your decision to not proceed with treatment, we would be unable to refund the deposit as per our terms and conditions. Should you not wish to proceed with Laser Eye Surgery then Natural Lens Replacement is an alternative procedure which could be considered. There is of course a cost difference which would be clarified should you wish to proceed.
I trust that I have clarified our position with respect to the retention of your deposit and please contact me if I can assist further.

Yours sincerely,
Stephen Hannan MCOptom
Clinical Services Director
Optical Express
T. +44 (0) 1236 795104
M. +44 (0) 7740 592389

–––––––––––––

From: Roberta
Date: 1 February 2014 23:18:40 GMT
To: Stephen Hannan <StephenHannan@OpticalExpress.com>
Subject: RE: Optical Express

Dear Stephen Hannan,
thank you for your reply.
Please tell me: what is Natural Lens Replacement?
I look forward to hearing from you.

Roberta
_____________

From: StephenHannan@OpticalExpress.com
To: Roberta
Date: Mon, 3 Feb 2014 18:17:39 +0000
Subject: RE: Optical Express

Dear Ms __,
Thank you for your email. Natural Lens Replacement is where your natural lens is removed and replaced with a synthetic Intraocular Lens (IOL).
Let me know if I can be of any further assistance.

Yours sincerely,
Stephen Hannan MCOptom
Clinical Services Director
Optical Express
T. +44 (0) 1236 795104
M. +44 (0) 7740 592389

–––––––––––––

From: Roberta
Date: 3 February 2014 23:21.10 GMT
To: Stephen Hannan <StephenHannan@OpticalExpress.com>
Subject: RE: Optical Express

Dear Stephen Hannan,

So is Natural Lens Replacement the same as Refractive Lens Exchange?

Roberta
______________

From: Roberta
Date: 5 February 2014 00:27:21 GMT
To: Stephen Hannan <StephenHannan@OpticalExpress.com>
Cc: David Moulsdale <DavidMoulsdale@OpticalExpress.com>
Subject: NLR

Dear Stephen Hannan,

Did you receive the message I sent you yesterday?
"So is Natural Lens Replacement the same as Refractive Lens Exchange?"

Thank you,
Roberta
______________

From: StephenHannan@OpticalExpress.com
To: Roberta
Date: Wed, 5 Feb 2014 07:53:55 +0000
Subject: RE: NLR

Dear Ms __
Thank you for your email.
This is correct. Natural Lens Replacement is simply another name for Refractive Lens Exchange

Yours sincerely,
Stephen Hannan MCOptom
Clinical Services Director
Optical Express
T. +44 (0) 1236 795104
M. +44 (0) 7740 592389

Hi, I am 55 years old. I went to a consultation for laser on the 11 jan 2014 at Optical Express 22 Harley Street London. They told me I couldn't have laser and said I should have RLE which is more expensive but better. I paid a deposit of 500 pounds that day. After a few days I decided not to go ahead with the treatment because I was scared.

I called and emailed them to cancel the treatment and they told me my deposit will not be refunded because the cancellation period was 24 hours after payment. At my consultation I was given eye drops and don't remember if I signed anything but do know that no terms and condition were given to me and I was not told my deposit was not refundable.

I am very distressed and just want my money back.

It's really sad to realize how much people try to manipulate others to achieve their goals ........

Called today, finally, demanding letter once again. This will cost £20 from my GP plus time off of work to get to the doctor's, all due to their underlying mistake.