Optical Express Lifetime Guarantee
I had my lens exchange in January 2009, so by their own admission they are not honouring this!
I have had loads of aftercare and ops until 2013 when my surgeon Jan Venter retired, then my aftercare stopped dead, no response, could not get appointments to follow up on what was left to do, despite Jan Venter stating he would arrange someone to continue and sort my outstanding issues.
I made an official complaint in Oct 2015 but they have stalled me for a further year, saying that I would receive a treatment plan, which I followed and attended every appt. Only now, when it got to finding someone who could finish the job, yep, they said I have to pay again, back to where I was in Oct 2015, after I spent £4500 for the op originally,.
I'm left with astigmatism and blurriness headaches etc, and glasses that they gave me in 2013 free of charge to help me see in the dark and for driving whilst they continued to cure their mistakes. These are now wrong prescription that they will not update either and the issues with my eyes are still unresolved, so they not followed through on the duty of care at all and I believe are guilty of malpractice.
I had to file a complaint again, but as we are a year on, they know that any claim for personal injury is well past the 3 year deadline. They are experts at this, delaying consultations, saying you need to leave eyes to settle for 6 months. You only need two of these delays and another year has gone by.
I have consulted Sasha Rodoy at OERML who advised me on no account to pay anymore money to OE. She told me I need to go to NHS for assessment of damage to my eyes. Oh yes, and my right Vitreous collapsed last year, and I have lost vision due to large black floaters, and now threat of Optic nerve failure. OE deny responsibility but NHS might differ on that assessment.
Excerpts from Stephen Hannan’s 9 page letter to me on 23 November 2016
Reply to Gary
- Posts: 1160
- Thank you received: 153
I'm sure it may be helpful to many of you who've recently been asked to pay for an eye test at Optical Express!
Reply to admin
- Greg clare
Reply to Greg clare
- clare hart
I think this needs to be escalated to something like Rip Off Britain!
Reply to clare hart
I’ve Had problems with Halo’s, Ghosting, poor vision, difficulty driving in dark and dry eye
Today after having trouble with misting in one eye, I’ve been told I will have to pay £30 for an eye test. Spoke to manager in store who told me the Management above were clamping down on this free aftercare and it only lasted 12 months. When I disagreed he said check your T&C’s
When I got home checked my paperwork – it says You will be offered free aftercare as long as you need it, free, until you are discharged.
I will be going back and challenging the 12 month claim, and I am not aware of been discharged as a patient, I was told I would be under their eyecare, hence their patient, for life
admin: Hi Geoff, if you would like some advice send your phone number to firstname.lastname@example.org
Reply to Geoff
- Melanie Wilson
Ermm... excuse me, no I did not!! Was told it was lifetime aftercare!! Very angry
admin: I recommend posting your complaint here too
Reply to Melanie Wilson
- Denis Korovin
orangeiii wrote: I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?
I will talk with any one no problem, and tell all the story.
Reply to Denis Korovin
- Denis Korovin
admin: Please email request to email@example.com
Reply to Denis Korovin
- Paul Cartwright
She telephoned last week to order some eye ointment and was told she would have to pay for it. As she was in pain, she paid £32.97 for 3 tubes and was told it would come from Head Office within 2 days.
It has never turned up.
I telephoned today and was informed that Head Office has stated that they will not release the Cream until she has an eye test at a cost of £50. The Branch Manager informed me that she is not due for an eye test as she had her laser surgery so long ago.
I think this approach is tantamount to BLACKMAIL. She has been in pain for a week whilst waiting for this cream.
Reply to Paul Cartwright
Same here. Rang for an appointment for after care because of dry eyes and was told I'd now have to pay £50
yasar goraya wrote: Optical Express are liars and thieves, when i went for my consultation i was advised that aftercare was free - which i understood was for life - it wasn't made clear that free aftercare only lasted 24 months...