Deposit Refunds

I have been refused to be refunded my £500 deposit by Diane at the OE cancellation team. Her reasons were all about OE Terms and Conditions. I have been offered the £500 on glasses or contact lenses in store.

On mentioning this site she said the woman who set it up is unhappy after having laser surgery as she needs to wear reading glasses!!

I have spoken with Sasha I know it goes a lot deeper than just reading glasses.

I will now be seeking legal advice on getting my deposit back. I will also be leaving feedback across the web on any eye surgery site's I can find directing them back here. Hell I may even knock up some flyers and start handing them outside OE stores!

My consultation consisted of a very young girl dealing with the booking and finance. Then eye test and video with a young man in his 20's after putting eye drops into my eyes to dilate my pupils! I was then offered a special deal as the area manager was in the OE store. I was not happy with this deal so she went back and spoke with the area manager again then came back with a 'one time deal' on the day for 20% off.

If I had known about the risks I would never got past my consultation but the whole experience is watered over by the team, They even water over some of the video content with their figures of happy customers.

Diane offered me the chance of meeting up with my surgeon so he could address my many concerns if I go ahead with surgery. I was never informed that I could visit my surgeon at consultation.

I will update my post when I have come up with my game plan or OE do the right thing and pay me back my £500.

Got my deposit back after many telephone calls and emails.

Sent an email to Hugh Kerr on 03/05/14. Got a phone call on 05/05/14 from OE Head Office requesting my card details. Money was back in my account on 06/05/14!!!

Do not settle for the "money will be back in your account within 28 days".

I think the message that needs to be put out to prospective OE customers is to not pay the deposit on the basis of securing the "special price" they offer!!!!
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Just had a telephone call from Merryhill OE, chasing me for 499.00 for glasses I ordered after being offered a shop credit instead of a refund for cancelled surgery,

I had great pleasure in informing them that I had cancelled the glasses with Huge Kerr after he personally called me to offer a refund, after a complaint email sent to David Mousdale.

Merryhill OE said sorry, it was lack of communication from head office. Not surprised.

After a phone call Sunday 4th my deposit refund was in my bank yesterday!

There was no mention as to their turn around or any apology regarding their original shoddy treatment of me as a customer - but I was not about to argue until the money was safely in my bank! Now the letters of complaint will begin!

Sasha I shall be donating to your cause tonight.
Take care.

Still no refund as yet and no contact from Optical Express.

After posting my previous message on 28th April, I received a call from OE on Wednesday 30th stating that miraculously after speaking to "management" and as a "gesture of goodwill" they would be refunding my deposit!!!

I queried their ridiculous process of taking 28 days to refund MY money, but they were insistent that it could not be refunded sooner. As I can see from previous posts, this is an ongoing issue they need to remedy.

I will update further once my money is EVENTUALLY given back to me.

Thanks to Sasha for her help and guidance and who shall be getting a much deserved donation for her campaign. Everyone who can, please do the same, however small!

A number of weeks ago I attended a consultation in Birmingham and I asked if I could change my mind if I agreed to the surgery and was told an emphatic "yes". At NO point during the consultation was I told about the 72 hours cancellation policy if I paid a deposit. Drops were also placed in my eyes blurring my vision and therefore I did not read the info pack I was given on the day, nor was I even told about the importance of reading the small print.

A few days later I was contacted by the store offering me a discount as long as I paid my deposit that day. I again refused stating that the cost was too high and I could only consider it in six months time.

They rang back again saying that the head office had agreed to defer my payments until September 2014 if I booked immediately. I agreed and £395 deposit was taken over the phone. A week later I received a voicemail telling me that someone had made a mistake and my payments would not be deferred (no apology) but good news, it was still interest free!

I called the Birmingham store expressing my disgust at the mistake and the poor customer service. I said that I wanted my deposit back as I had paid it only after agreeing the conditions of my payment plan on which they had backtracked. I was told someone would get back to me.

The next day I got a call from 'head office' advising that they would be willing to defer my monthly payments as they now agreed the mistake was theirs. I agreed to this only because they'd called me at work so I was under pressure needing to end the call.

However, I already had niggling doubts given my high prescription and the cost of surgery, then with their unprofessionalism I decided against treatment and called to cancel.

Surprise surprise, they are now refusing to refund my deposit despite me pointing out that I paid it without being informed of the 72 hour cut off period.

The store pressured me with numerous calls, took my deposit without telling me I could only change my mind within 72 hours and when I have attempted to put my case across to them I've simply been told "you were given an information pack" as if this is an acceptable reason to keep MY money!!

I will get my deposit back even if I have to take them to court.

Still no refund to date and no call from Optical Express regarding my refund.

I have now emailed my local paper with my story and am awaiting a reply. I also sent a letter to Christine Graham MSP outlining my complaint and detailing the sales process from start to finish.

Just a letter left to write to the General Optical Council detailing Optical Express' consultation process.

Next step is to stand outside Shandwick Place with leaflets.

I had a free consultation for laser eye surgery on 24/04/14 and was seen by Sophie Greenhalgh who offered me a reduced price of £2995 if I paid £400 deposit immediately. I was reluctant and asked whether the deposit was refundable and she replied "yes" and said she would call me on 27/04/14 to confirm whether I wanted to go through with the treatment.

I decided not to go ahead but did not receive a call from Sophie.

I want my deposit back and have been calling the Shaftesbury Avenue clinic all day on 02073793979 but am diverted to the head office in Glasgow.

The last time I called I asked the call centre operator why no-one was answering at the Shaftesbury Avenue clinic and was told "no idea"!

I won't give up - I want my deposit back!

Since my previous posts I have called & emailed Hugh Kerr asking for an immediate refund. His answer that this is a "gesture of goodwill" is a lie because I had drops in my eyes and couldn't see when agreeing under pressure!



I have drafted a letter which will be sent on Monday to my local newspaper and my local MP detailing my experience and highlighting the practice of asking people to complete legal agreements whilst they are disoriented and as good as blinded. I am also contacting Trading Standards and my bank.