Deposit Refunds

Hi Sasha I really hope you are able to assist me:
I first went to Optical Express on 2nd June and after all the checks, I was advised that I was suitable for lens replacement surgery.  I was called the following day and was asked to pay a deposit of £1000, my surgery was booked for 10th July.  They said that I had dry eyes and they would send me eye drops and ointment by courier for use before my next check up with them.  At no time was it mentioned to me that dry eyes was an issue which could prevent me from having surgery or that and it could cause complications to the healing process following the surgery.  

I had a consultation with the surgeon Saqlain Sadiq on Teams on 17th June, where the dry eyes was briefly discussed but the main focus was around the fact that I had cataracts forming in both eyes and that this surgery would prevent that being a problem for me in the future. 
 
I have since been back for dry eye checks on three further occasions and have been given various ointments and eyedrops and have been told to use a hot compress and massage my eyes twice daily.  My last appointment was on Thursday 2nd July where there was still no improvement in my dry eyes, so I asked that the surgery was resheduled, as I did not want to turn up on 10th July only to be turned away because I have dry eyes, this was rescheduled without argument or additional fees being incurred, to 24th July.  I have periodically been pestered by Optical Express to pay the remaining balance for my surgery, £6,190, I have refused to pay  for a procedure I can’t have!!  

Earlier this week I was looking on the NHS website at the symptoms and causes of Dry Eye Syndrome and have realised that the Parkinsons Disease (Roprinirole) which I have taken every day for the last 4 years is probably what is causing my dry eyes.  I advised Optical Express that I was taking this medication on my initial consultation when I completed the lifestyle questionnaire, should they not have looked at the information I had provided and realised this!!!!

I have now emailed them and cancelled my surgery as I no longer which to undergo a procedure which is likely to exacerbate my existing dry eye condition and potentially cause long term damage to my eyes.

They advised me that they will retain £500 of my initial £1,000 deposit and that I will have to wait 28 working days to receive this.  I think this is absolutely outrageous as I should never have been asked to pay a deposit for a procedure that I was unable to have due to my existing dry eye condition and the medication I am taking.

Sasha, any assistance or guidance you can provide me on recovering the remainder of my deposit would be greatly appreciated.
________________
admin: Optical Express need to explain the legal basis upon which they claim entitlement to retain your £500, if necessary via the courts. Failing which, the sum should be repaid without delay.

This list details payments made to OE self employed surgeons:
• Virtual consultation £44
 Per eye
•Laser surgery £50
•Remedial surgery £75
•Lens exchange/cataract surgery £150
•Explant £300
•Cataract via NHS contract referral £120
 (You can read more about this on my Facebook/Twitter/LinkedIn pages - links in my response to previous poster, A.Andrew)

It should also be noted that Saqlain Sadiq has a number of legal claims from his damaged patients in process, so you were far from fully informed prior to your money being taken!

Please send your phone number and I will call you 👀
sasha@opticalexpressruinedmylife.co.uk
 

Dear Sasha,

I came across a number of references to you in relation to Optical Express, and I wondered whether I might be able to have a chat with you about some concerns I have following my experience with them, particularly regarding Tahmina Pearsall.

I am 48 years old and attended an initial consultation with Optical Express last October. After my eye tests, I was taken into another room to pay a £500 deposit and discuss finance for lens replacement surgery with Igor Occhipinti. However, I realised that the date they had arranged would not allow me enough recovery time before returning to work, as I am a teacher and the surgery had been scheduled halfway through a half-term break.
Optical Express contacted me to reschedule my surgery and offered me an appointment with Tahmina Pearsall.

I was booked in for repeat tests last Saturday to confirm which lenses would be most suitable. However, Optical Express cancelled that appointment because of staffing issues. On Tuesday I received messages informing me that Tahmina Pearsall no longer worked for the company and sent me a list of alternative surgeons (see screenshot). 

I found Dr Pearsall’s business number online and decided to call to find out more about the situation. Expecting to speak to a receptionist or secretary the call went to voicemail, so I left a message. Within minutes, Tahmina rang me back from her personal mobile number. She was very friendly and we discussed the possibility of her still carrying out my surgery, but she mentioned a few things that left me feeling uneasy. She said that if I could find two or three other people she could arrange to see us all in Southampton, where my surgery had originally been due to take place, otherwise it would be in London. She also told me that she had been sacked by Optical Express because she didn't agree with some of their practices and that the types of lenses they were encouraging patients to have were leading to complaints and problems after surgery.

Trying to rearrange my surgery Optical Express had sent me a list of alternative surgeons (see screenshot), but by this point I had completely lost confidence in the company, and called to request the return of my £500 deposit. The response was not reassuring.

Since then, I have started looking more closely at other people’s experiences and have begun to see a very different side of things. I also came across an article yesterday, which ultimately led me to find your details.

After my conversation with OE on Tuesday, I believe they will make it difficult for me to recover my £500 deposit. I also no longer feel comfortable to proceed with surgery under Tahmina Pearsall. Although she seemed pleasant something just didn't feel right.I would be very grateful for any advice or guidance you might be able to offer regarding recovering my £500 deposit.

Thank you in advance. 

 
______________
admin: Please send your phone number to sasha@opticalexpressruinedmylife.co.uk
Meanwhile, for more information about OE and its surgeons - including Tahmina Pearsall - do visit any of these sites 👀
linkedin.com/in/sasha-rodoy-35b12596  
facebook.com/OERML  
facebook.com/SashaRodoyMBEF
twitter.com/OERMLuk
twitter.com/MBEFCampaign  

Hi Sasha, I'm so happy to report that they have sent the full £1,000 deposit back today and I should receive it into my account in the next 2 or 3 woking days. I cant thank you enough for all your help with this matter and am truly grateful not only with the result but the speed at which this was achieved. You really are a superstar! 

Hi Sasha

On Friday 14th May I booked lens replacement surgery with Optical Express St Albans office for surgery to take place on Friday 17th July with a surgeon called Igor Occchipinti at Optical Express London White City.

I was told he's a wonderful and very experienced surgeon and the clinic manager who dealt with me was called Susan Quail and told me she had had surgery herself with him and was over the moon with the results. 

As requested I was asked to pay £1,000 deposit in order to secure interest free credit over 24 months.

But after reading online reviews on various websites and  forums I called them back on Tuesday 2nd June and cancelled because I found out that there many legal claims against him both past and present. I was told I would only receive £750 of the initial deposit back and this would take 28 working days from when the cancellation is processed. They said they would hold the remaining £250 as an 'admin' fee.

Please could you offer me advice on how to get all of my money back as soon as possible?
Many thanks
____________________
admin: Unfortunately you are correct, Igor Occhipinti is the subject of a number of legal claims brought by damaged patients - as is Optical Express and the majority of its surgeons.
Of course I could be wrong, but I’d be very surprised if Susan was telling the truth about having surgery with Igor, as OE staff are trained to use such tactics to reassure prospective customers to encourage sales. Just like double glazing or car dealerships, staff receive incentives and paid bonuses.*
Beside the fact that you were not fully informed of the risks of surgery before parting with a deposit, nor were you made aware of ongoing legal proceedings that would have been relevant to your decision making, and the company therefore has no legal right to withhold an ‘admin’ fee. You are entitled to a full refund.
Please send your phone number 👀
sasha@opticalexpressruinedmylife.co.uk

 *Visit page 11 in General Chat topic!
 

Hi, I booked in to have lasik surgery with OE and everything was going fine until I had my consultation with the surgeon. He did not reassure me in the slightest and I felt rushed and not listened to. Add to the fact that he was suggesting another type of surgery. So I cancelled the day after. It’s coming up to 28 days and I have yet to receive my money back. They have said there is a £250 deduction due to cancelling after the consultation but I am still owed just over £4500. I’m furious it is taking so long. And nobody is answering any phone calls. Their WhatsApp service seems to be just a bot. Is there anyone who can help? Thank you. 
_________________
admin: The company has no right to deduct any money, as you should have had a consultation with the surgeon BEFORE they sold you Lasik surgery, which apparently was not a suitable option.
Please send your phone number 👀
sasha@opticalexpressruinedmylife.co.uk

Hi Sasha

On Friday 01 May I booked lens replacement surgery with Optical Express for surgery to take place on Tuesday 09 June with a surgeon called Dr Khalid Riaz at Optical Express Liverpool.

As requested I was asked to pay £1,000 deposit in order to secure interest free credit over 18 months.

But after reading online reviews on your website (opticalexpressruinedmylife) I called them back on Monday 11 May and cancelled. I was told I would only receive £750 of the initial deposit back and this would take 28 days  from when the cancellation is processed. (I have since discovered this is 28 working days)

Please could you offer me advice on how to get all of my money back as soon as possible.
____________________
admin: Optical Express is withholding your money illegally, and you are entitled to a full refund - immediately, not within 28 working days!
Please send your phone number for further advice 👀
sasha@opticalexpressruinedmylife.co.uk

Can happily say I got my refund! Thanks Sasha  

Hi Sasha,

I have received the refund now, thank you so much for your help

Dear Sasha,

I'm reaching out because I need some help with getting my deposit back from Optical Express. I had an initial consultation at the London Harley Street branch on January 13, 2026, for possible laser eye surgery.

After the consultation, the optometrist told me I wasn't suitable for LASEK and suggested Refractive Lens Exchange instead. I am 49 and wearing +1.50 + 1.75 glasses for reading/computer.

During the consultation, the optometrist only focused on the positive things, like no risks, 20/20 vision, and no cataracts in the future. But any real risks weren't explained. He told me that I would be able to use the computer within hours after surgery. The sales person told me that I would be able to go home alone on public transport and just to wear sunglasses.

The surgery was priced at £7,231 after a 10% discount included, and the option to pay in instalments. I was really excited about the possibility of being free from glasses.

I paid a £500 deposit and booked my surgery for March 20, 2026. But after a very fast virtual consultation with the surgeon, Radwan Almousa, on January 19, 2026, my feelings about the whole thing changed. The session felt cold and impersonal, and the surgeon didn't give clear answers to my questions. he also mentioned risks like night glare and contrast issues, which weren't mentioned before. Most importantly, I felt like he didn't treat me as a person — just another case — and didn't seem to care about my concerns. Also this doctor was not even listed on their website and when I questioned that they told me he is relatively new but one of their best doctors. When I asked for some more information they only sent me something from the internet that I was able to find myself. Also they said if I am not happy to go ahead with Radwan they have another “one of their best doctors” Igor Occhipinti, who after researching him discovered that he actually has legal cases against him!

 On March, 12 I have called again Optical Express and the consultant told me that person who does the follow up appointments for both of these doctors can call me to explain more and how great they are and I have nothing to worry about. Of course no one called me, so on Monday March 16 I’ve contacted Optical Express to cancel my surgery. They have cancelled my surgery and told me that any money due will be refunded back within 28 days. When I have asked if the full £500 deposit will be refunded, their answer was: “As you are outwith the cooling off period of three days, the £500 would be retained”. I believe I'm entitled to a full refund as I was given incorrect and misleading information since the beginning of this process and cancelled the surgery as I was not prepared to take any risk after finding this site and reading many negative customers reviews on the internet.

Could you let me know how I can go about getting the full deposit back? I'd really appreciate your help.

Thanks so much for your time!
__________________
admin: Both Radwan Almousa (previously employed by Optimax/Ultralase) AND Igor Occhipinti have/had a number of legal claims from their patients.
Optical Express are withholding your £500 illegally, and you are entitled to a full refund.
Also, given your age and very small prescription, I believe OE’s actions in selling you lens exchange warrant a complaint to the General Optical Council - as does the optometrist’s negligent claim that you would be safe to travel home alone. I can advise you on this.
Please send your phone number 👀
sasha@opticalexpressruinedmylife.co.uk

I can now confirm I have the full refund.

Thanks Sasha for your help!