Deposit Refunds

For anyone still battling to get their payment refunded, I have just discovered that even if you paid the deposit on a credit card and the balance on a debit card, you are entitled to claim the full amount back from your credit card provider:


www.which.co.uk/consumer-rights/regulati...-consumer-credit-act
Please note, this needs to be actioned within 120 days of the transaction

In brief, I wanted Lens replacement and paid £500 deposit in Doncaster a few days after my first consultation on the 18th Sept '14.

The optometrist said I was suitable and I had an appt booked in Nottingham on the 1st November. I was told if the surgeon could not do the surgery they would give me a full refund.

I paid the £4,452 balance on the 13th November over the phone.

I went to the Bridgewater hospital in Manchester on the 15th November. After a number of hours waiting and more scans I was ready (as I believed) to go down for the surgery, but the optometrist took me into a room and explained that the surgeon didn’t want to proceed without a second opinion as there could be a risk of retinal detachment - BUT, I could see a retinal specialist who would make the final decision and that would cost me another £210!

She also said I needed to be aware if I ever get floaters or a grey shadow across my eye I would need to go straight to the hospital as it could be a retinal detachment as I am so short sighted.

I said hang on, I am not happy to have anything done if the surgeon is not happy!

I called later to get a refund and was told to wait for someone to come back to me - I had 3 messages on my voicemail at work, but when I called the number on numerous occasions there was no response. This morning I called the sales line and a chap called Lawrence called me back.

They are refusing to refund my money as I am not prepared to see the retinal specialist. I am 49 yrs old and do not have cataracts. I only have one pair of eyes and if they need a second opinion this surgery is no longer an option!

Please could you advise.

Please help... I am trying to get my refund of £500 deposit... for natural Lens replacement surgery.
I have cancelled well within the 72 hours they require.

I found out today this company has 2-3 people working in the cancellation team for the entire Optical Express company - REALLY!!!!

The cancellation team apparently are always busy and never ring you back... they may email you...

Since cancellation I have received two full on pressure phone calls asking me to stay with the surgery and not cancel.

The first from the secretary of the surgeon Mr. Dimitri Kazakos: he went to great lengths to try and persuade me to continue with the surgery - bordering on emotional blackmail. He even said I could have a free consultation with the surgeon, waiving the fee of £150.

He finished the conversation telling me I wouldn't get my deposit back for sometime and maybe even up to 28 days

The second from someone I had seen on the day of my consultation at Optical Express Shaftesbury Avenue. Again a lot of pressure to stay with the surgery and keep the next appointment.

I did hope after these phone calls I would be contacted for my credit card details and a refund... but no, still silence.

I changed my mind about RLE surgery after finding this website and reading some of the stories here. I believe I am very lucky to have found this site.

Even if I didn't get my deposit back it's still worth not going ahead with this company, because how can you trust them if they behave this way when only trying to get back ones deposit!

Hi
Straight after I submitted my previous post I received an email saying that my refund was being processed and the lady from optical express would do her up most to ensure it was made before the deadline. I had a healthy discussion with one of the cancelation team Friday night who again said that they had 28 days to refund. I told her that I had been in touch with Sasha and she still stuck to the script that they must have on there desks.
Monday I rang Hugh Kerr but the phone just went to voicemail, so I rang Lyndsey Shaw who was day off so I asked for her to contact me on Tuesday, I waited till 16.30 today and rang again, She was away from her desk but they were just about to ring me!! as the refund had been authorised. I gave my card details heard the beep beep of a machine at the other end of the phone and was told refund had gone through but could take 3-5 working days to be credited to my account. I received the refund slip via email this evening and will now wait for the money to appear.
It has taken me countless emails and phone calls to get where I am at the moment and my advice would be to everyone keep phoning emailing them for your money. Also contact trading standards/citizen advice and log your complaint. I did and was advised that as the form with the terms and conditions on doesn't say refunds take up to 28 working days you can argue that no refund policy statement was made aware to you at time of agreeing the contract.
Thanks Sasha for what you are doing and keep up the great work

Hi, I had a consultation on 24th Oct and signed up for surgery with bleary eyes as I was offered a discount of £1600 if I went for it there and then. I said I would like to discuss it with my wife but the saleswoman kept on about dates etc and how the deal wouldn't be available next week. I paid the full amount of £1995 and left. Then over the next 24 hours I read a lot of negative feedback about Optical Express on the internet and decided against it.
I emailed them the next evening and called on the 26th and 27th when they confirmed I would receive a refund but not for 28 working days. I asked if the staff worked free at weekends as the stores are open 7 days a week so why do I have to wait as long as 28 days?
I have sent emails and phoned but have had the same response that it will be done by 4th December, but I'm not sure it will be after reading other cases.
Please help! Who do I contact at a higher level as I am getting nowhere fast!
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admin: Pls email me admin@opticalexpressruinedmylife.co.uk :kiss:

Hi, I am not sure if you can help me or not but I recently paid a deposit of £500.00 to have refractive lens exchange. I confirmed the dates with an Optical Express Advisor.

Then Optical Express changed the dates. They did not tell me at the consultation that this could be done and that they would not have to refund. I could not read the Terms and Conditions as I had the eye drops and my vision was blurred. If I had been told that they could change the dates I would not have signed there and then but gone away and thought about it in depth as dates were a major issue for me.

Also, when the lady took my deposit, why, in just a matter of weeks was my appointment changed. Were they aware that these dates were not possible, they could be saying any dates to customers and not have to worry if the operation cannot be done on that date because the deposit is 'non-refundable'. They've got you as you have paid up - this is what upsets me the most.

I have had correspondence with the company and they have offered a discount for the inconvenience of me travelling elsewhere, but after researching how the company uses bully tactics etc... I am just scared to go with them. How can I trust them when they treated me like this and I can see that I am not important - just a person they took money off. The Customer Care dept do not want to know, it is obvious, they have a script to follow. All they tell me is it is in the Terms and Conditions -which I could not even read as I had drops blurring my vision.

I feel deeply disappointed by this company . Any help or advice would be greatly appreciated.
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admin: Pls email me admin@opticalexpressruinedmylife.co.uk :kiss:

Hi All,
Just a quick update.
As soon as Sasha's name had been mentioned I received a call back from Optical Express the same day advising of their apologies and that a full refund would be given. I was advised that within 24 hours I would receive a call from their Accounts Team who will take the info required for the refund to take place.The next day I received the call and the full £2995 refund was back in my account within 5 working days.

A very big thank you to Sasha for her guidance and determination to get my money back - highly recommended. I accepted Optical Expresses apologies and am happy to have my money back and eyes remain untouched!
Many thanks,
Heather

Sarah Price wrote: Hello everyone, I would like to say a big thank you to Sasha for all her advice and support the last 2 weeks. She is very dedicated and has helped me to get my deposit of £400 back... However there is a 28 day wait...

Just a quick update, I was initially told 28 days to wait for a full refund to be processed. However with Sasha's help I will receive mine next week after contacting the head of customer care. So less than 2 weeks. Best to ring asap. Thanks Sasha again xxx

A big thank you to Sasha for giving me the info to get my money back (£3500) in less than a week and not the 28 days that OE said I had to wait. I tried to deal with this myself talking to the RUDE and IGNORANT OE staff, but they do not care about the customer only about the money they have taken from you. So anyone reading this, if you have any problems then please get in touch with Sasha, she is amazing.

Thank you Sasha, your name works magic. I called Hugh Kerr on Saturday and was promised a call on the Monday. It never came. I left a message on Tuesday afternoon and remembered to mention OERML. Bingo. Two calls back in the same afternoon (I missed these because I was in a phone conference) AND an email. I've found OE staff never leave a message, so having a person to call on Wednesday was a breakthrough. I spoke to Nicola Kelly a customer care manager yesterday morning and she has processed my refund. I'm hopeful it will be in my account in the next day or two...

I can happily say that I will never darken OE's doors again and I am very glad I found this website