Sheena's Story

April 2007: Aged 25, I paid £2,500 for Lasik eye surgery at Optical Express Belfast clinic, assured by the sales staff it came with a lifetime guarantee.

By 2011 my eyesight was rapidly deteriorating and after numerous complaints Optical Express offered me a discount on the cost of a pair of glasses! 

After more complaints, and costly trips to Belfast from my home in Co Tyrone, Optical Express finally admitted that my eyes are continuing to deteriorate, and recommended Lasek surgery - which I’d have to pay for.

I decided against risking my eyes a second time, and the following thread is the ensuing correspondence between myself and Optical Express.
__________________________________

From: Sheena McNabb
Date: 6 November 2012 15:31:35 GMT
To: David Moulsdale
Subject: Urgent Complaint

Good Afternoon David

Please find attached my official letter of complaint, I do wish for this to be treated as a matter of utmost importance.

Following my extensive research into Optical Express and the results I have found, and also to include my many trips to Belfast for ‘examinations’ I feel my request within the letter is the very least that I deserve.

I look forward in hearing from you in the very near future

Regards
Sheena McNabb

---

David Moulsdale
Optical Express
5 Deerdykes Road
Westfield Industrial Estate
Cumbernauld
Glasgow
G68 9HF

6 November 2012

Dear Mr Moulsdale,

Central ID: _____
Given the unsatisfactory results of my treatment @ Optical Express I have lost confidence in your services and have no intention of risking further injury to my eyes by accepting your offer of more surgery.

I would therefore appreciate a full refund of my original payment and expenses incurred

I look forward to this being sanctioned without delay.

Yours sincerely,

Sheena McNabb (Ms)

__________________________________

Thirteen minutes later @ 15:48:
Stephen Hannan, OE’s Clinical Services Director, called to acknowledge my email and ask when would it suit for him to call to discuss further as he hadn’t had a chance to look at my notes.

__________________________________

9 Nov 2012 @ 09:35:
Stephen Hannan called again to say he would only offer free laser surgery at Optical Express, or provide me with glasses. He was very twisted, trying to undermine me, and I’m sure I was on loudspeaker with others listening to the call, although he swore there was no-one with him.

He kept on and on… saying that was all he was offering. When I said all I wanted was my money back and my expenses, he cheekily replied, "Well we don’t always get what we want do Miss McNabb?"

I replied, "Don’t I know it because I wanted a lifetime free of glasses, but did I get it?

NO!"

I told him I was going public because I am disgusted by how I was treated and mislead, and he said if I go to the media they will ask for Optical Express’s story and then it definitely won’t go to press!

After fifteen minutes I ended the call by telling him I was leaving it in his hands to review my case and to come back to me with the terms I requested.

__________________________________

From: Sheena McNabb
Sent: 15 November 2012 11:25
To: Stephen Hannan
Subject: Query

Good Morning Stephen

Further to our conversation last week, could you send me on the paperwork I requested, to include the part I signed to confirm I knew that surgery was only valid for 4 years

Kind Regards

Sheena McNabb
__________________________________

From: Stephen Hannan
Sent: 15 November 2012 11:52
To: Sheena McNabb
Subject: RE: Query

Dear Ms McNabb,

Thank you for your email.

I have sent you the Package of Care and Informed Consent Document in addition to the Information Package provided to you prior to your surgical procedure.

You should expect to receive this information either today or tomorrow by registered post.

We are, as discussed, happy to undertake your enhancement free of charge.

Yours sincerely,

Stephen Hannan MCOptom
Clinical Services Director
Optical Express

T.   01236 795104
M. 07740 _____
 __________________________________

From: Sheena McNabb
Sent: 15 November 2012 12:08
To: 'Stephen Hannan'
Subject: RE: Query

Dear Mr Hannan

As discussed I do not wish to put my eyes through anymore trauma, as it is they are constantly tired and irritable, I believe more surgery would only add insult to injury.

I cannot afford to take any more time off work (I have no holidays left either) and I do not wish to make the ongoing journeys to Belfast for the post–op appointments.

This is not how I wish to have matter resolved.  I would like you to return to me with another solution.

Regards
Sheena
 __________________________________

From: Sheena McNabb
Sent: 20 November 2012 11:33
To: 'Stephen Hannan'
Subject: FW: Query
 
Good Morning Stephen
 
I just wish to confirm that I have not received the pack that you sent me as of yet, can you maybe follow this up?
 
Also, have you had a chance to review the email (below) and seek an alternative solution?
 
Regards
Sheena McNabb
  __________________________________

From: Sheena McNabb
Sent: 20 November 2012 16:32
To: 'Stephen Hannan'
Subject: FW: Query
 
Good Afternoon Stephen
 
Can you confirm receipt of email below sent this AM
 
Regards
Sheena
 __________________________________

From: Sheena McNabb
Sent: 21 November 2012 13:21
To: Stephen Hannan
Subject: FW: Query
 
Further to my conversation with your colleague, I have been told that TNT tried to make deliveries to my address twice, once on 15th November and again on 16th November.  I would actually like a follow up to this, as to why I never received the parcel.  Both my parents and my brother were on the premises on both of those days.
 
Can you please forward me TNT’s report as soon as possible on this matter as I am quite concerned about this!!
 
Your rapid response will be much appreciated
 
Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 22 November 2012 13:55
To: Sheena McNabb
Subject: RE: Query
 
Dear Miss McNabb
 
Thank you for the time that you afforded to my colleague Mr David Mungall during the course of yesterday and for your subsequent e-mail of the same date.
 
Having had the opportunity to investigate the matter of the TNT delivery, please find below a screenshot of the TNT tracking system.  This shows that TNT attempted to deliver the package on Thursday 15th November but as there was nobody to sign for the delivery, the package was returned to the TNT sorting office that same day.
 
In such circumstances TNT would attempt a delivery the following day, which is what my colleague understood to be the case following our conversation with TNT Support yesterday.  Having received your e-mail and investigated the matter further with TNT this morning, TNT were unable to attempt a delivery on the 16th November as they have misplaced the package.  In light of this TNT are presently making every effort to trace the package, which will be returned to Optical Express.
 
The duplicate paperwork which my colleague David sent yesterday via Royal Mail should arrive with you during the course of today or by tomorrow at the latest.  For your information I have detailed the Royal Mail tracking number AD451561116GB and would appreciate if you could confirm safe receipt of the delivery.
 
Yours sincerely,
 
Stephen Hannan …
  _____________________________

From: Sheena McNabb
Sent: 22 November 2012 14:07
To: Stephen Hannan
Subject: RE: Query
 
Many Thanks for this Stephen
 
I do believe TNT were telling you a little porkie, because I, myself was at home at the time of ‘attempted delivery’ along with both my parents and my brother.
 
Anyhow that matter aside my mother text me earlier to say my package was in todays post.  I will browse this when I get home tonight.
 
Have you had any further thought on the matter of how we go forward on my ongoing issue, again not to include re-treatment
 
Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 22 November 2012 14:26
To: Sheena McNabb
Subject: RE: Query
 
Dear Miss McNabb,
 
Thank you for your email.
 
The letter within the pack sent to you, that you kindly confirm receipt of, outlines our position.
 
Yours sincerely,
 
Stephen Hannan …
 __________________________________
From: Sheena McNabb
Sent: 22 November 2012 16:02
To: Stephen Hannan
Subject: RE: Query
 
Dear Mr Hannan
 
I do have to say I admire your sense of humour, because I am guessing that by suggesting I go to Dublin you were joking.
 
I am sure at this stage you have the understanding that by this entire matter I am out of pocket a lot of money, a lot of money to which I cannot afford to throw around me.  I am guessing being a director within OE that today’s economic climate does not affect you and you do not fully grasp the difficulties people are facing.  To say that you decline my request of refund is not the reply I require.  If you take the time to fully study my file, to include the amount of trips to your store in Belfast, the distance, the time off work etc, you will see how much this situation has cost me.
 
To provide me with glasses will solve the problem for approximately one to two years, where does that leave me then?
 
Your rapid response to this matter is very much appreciated
 
Regards
Sheena
  __________________________________

From: Stephen Hannan
Sent: 23 November 2012 18:46
To: Sheena McNabb
Subject: RE: Query
 
Dear Miss McNabb,
 
Thank you for your email.  Our position is outlined in my letter of recent times.  Whilst we are happy to continue your clinical care we unfortunately have to turn down your request for a refund.
 
Yours sincerely,
 
Stephen
 
Stephen Hannan …
 __________________________________

From: Sheena McNabb
Sent: 26 November 2012 08:52
To: Stephen Hannan
Subject: RE: Query

Hi Stephen
Can you outline what I can expect within this ‘clinical care’?
I need to look at this situation to see what action I am going to take next.

Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 26 November 2012 11:39
To: Sheena McNabb
Subject: RE: Query
 
Dear Ms McNabb,
 
Thank you for your email.
 
In terms of your clinical care we will continue to undertake any necessary consultation at any Optical Express clinic.  Furthermore we are happy to undertake a further laser eye surgery procedure at no cost to improve upon your uncorrected vision.  Should you prefer to undertake this procedure in Dublin with Professor Venter we will cover your associated travel costs.  As an alternative we would be happy to provide you with a pair of prescription spectacles should you not wish to proceed with an enhancement.
 
Yours sincerely,
 
Stephen Hannan …
  __________________________________

From: Sheena McNabb 
Sent: 26 November 2012 12:23
To: Stephen Hannan
Subject: RE: Query
 
Hi Stephen
 
The ‘prescription spectacles’ will these be of the same value that I was quoted in your Victoria Square store last year?
 
Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 26 November 2012 18:15
To: Sheena McNabb
Subject: RE: Query
 
Dear Ms McNabb,
 
Thank you for your email.
 
Should you not wish to proceed with an enhancement we would be happy to provide you with a pair of prescription spectacles to the value of £200 as a gesture of goodwill.
 
Please contact me and let me know your decision in respect to whether upon further consideration you wish to undertake an enhancement procedure at no cost or be provided with an alternative optical solution.   I will then be able to advise you of the process we have to follow.
 
Yours sincerely,
 
Stephen Hannan …
__________________________________

From: Sheena McNabb ]
Sent: 27 November 2012 09:00
To: Stephen Hannan
Subject: RE: Query
 
Mr Hannan
 
That is most definitely not lifetime customer care, the glasses I was quoted this time last year was almost twice that price, can you explain why this is?
 
At this stage I am not agreeing to anything but under your lifetime care guarantee if I take the offer of £200 glasses where does this leave me when my prescription changes?? I just wish for you to look at this situation from my point of view, I really do feel let down by the entire process
 
Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 29 November 2012 11:49
To: Sheena McNabb
Subject: Optical Express
 
Dear Ms McNabb,
 
Thank you for your email.
 
May I suggest that you attend our Belfast clinic for an eye examination and to view the spectacle range available.  In the event that the frame and lens combination be in excess of the £200.00 price range, I will consider the additional cost before coming back to you with my decision.
 
In terms of lifetime care, we are happy to provide Optometrist consultations to you at no cost for the consultation.  Once more we are happy to undertake a laser eye surgery enhancement procedure at no cost.
 
Please let me know of when you would like to attend our Belfast clinic and I will make the necessary arrangements.
 
Yours sincerely,

Stephen Hannan …
 __________________________________
 
From: Sheena McNabb
Sent: 30 November 2012 08:51
To: Stephen Hannan
Subject: RE: Optical Express

Good Morning Mr Hannan
 
Thank you for your email yesterday.  With the research that I have carried out to date there is one thing that I wish to clarify.  Should I go ahead and accept the offer below, on receipt of my glasses would I have to sign a ‘gagging order’?  This term has come up quite a few times within my research and I just wish to know will this apply to me also?
 
I await your response
 
Regards
Sheena McNabb
 __________________________________
 
From: Stephen Hannan
Sent: 30 November 2012 18:32
To: Sheena McNabb
Subject: RE: Optical Express

Dear Ms McNabb,
 
Thank you for your email.  We would require to complete some documentation prior to any agreement being completed.
 
Yours sincerely,

Stephen Hannan …
__________________________________

From: Sheena McNabb
Sent: 03 December 2012 11:42
To: 'Stephen Hannan'
Subject: RE: Optical Express
 
Good Morning Stephen
 
Would you mind forwarding me a copy of the documentation I wish to thoroughly read this before I make my decision.
 
Regards
Sheena
 __________________________________

From: Sheena McNabb
Sent: 05 December 2012 12:22
To: Stephen Hannan
Subject: FW: Optical Express
 
Good Morning Stephen
 
I still have not received the paperwork requested
 
Regards
Sheena
 __________________________________

From: Stephen Hannan
Sent: 05 December 2012 12:36
To: Sheena McNabb
Subject: RE: Optical Express
 
Dear Ms McNabb
 
Thank you for your email.  This has been posted to you by recorded mail.  Please expect to receive this in the next day or two.
 
Yours sincerely,

Stephen Hannan …
__________________________________

Click Here to Read Sheena's Offer Letter from Optical Express...
Sheena M's Optical Express Offer Letter
______________________________________
From: Sheena McNabb
Sent: 12 December 2012 16:47
To: Stephen Hannan
Subject: RE: Optical Express
 
Good Afternoon Stephen
 
Further to your letter regarding my gagging order, I wish to confirm that I will most definitely not be signing this piece of dirt.  I cannot believe that you would actually put your name to something like that.  You never stated in the letter that you would consider paying the excess if I chose dearer glasses so I am guessing you were not for doing this in first instance.  And for you to think that I could be bought and silenced with this offer is a joke.
 
To confirm I have given Sasha Rodoy full rights to use all correspondence between us in any which way she sees fit.  Can you imagine what the public will think when they read my ‘Without Prejudice’ letter, they will likely feel as sick to the stomach as I was.  I have been in touch with several media links, several MLAs, facebook, word of mouth etc etc need I go on??
 
I will not be silenced and my future objective is to ensure that no one is treated the way I have been, a settlement of what I requested would have been much simpler for both of us
 
Regards
Sheena McNabb
 __________________________________

From: Stephen Hannan
Sent: 13 December 2012 18:19
To: Sheena McNabb
Subject: RE: Optical Express
 
Dear Ms McNabb
 
Thank you for your email.
 
I understand you are not accepting of our goodwill gesture to provide you with either a laser enhancement at no cost or a pair of prescription spectacles at no cost to a set value.  We have previously invited you to attend our clinic to choose a frame and as a follow on we would confirm whether we would agree to provide you with your selection at no cost.  To the best of my knowledge you have not returned to our clinic to view our spectacle range.   If you would like me to facilitate an appointment at our clinic for this purpose please let me know.
 
Yours sincerely,

Stephen Hannan MCOptom
Clinical Services Director
Optical Express
 
T.   01236 795104
M. 07740 _____
 __________________________________

From: Sheena McNabb
Date: 14 December 2012 08:35:46 GMT
To: My Beautiful Eyes
Subject: FW: Optical Express

Is there nothing but fresh air in this man’s head??