Deposit Refunds

Hi Sasha

I just wanted to say a massive thank you for all your help.

OE have finally said that they will refund me my £500 deposit. This was after saying that they definitely wouldn’t.

Thanks again

Jayne

I paid my £2500 based on the advice from the 'experts'. On the day of the surgery the surgeon explained hat I should not have the surgery and that in fact the risks outweigh the benefits, as a result I was told get get a refund.

So after a lot of wasted time in appointments and consultations, I was told a refund was issued on the 24th October for £2500. Now we are 6 weeks on and still no refund received. I have sent numerous emails and called but all I have had as a response is that they have spoken to world pay and they cannot find the refund.

Any advice for potential legal action I can take ?
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admin: Please send your phone number
sasha@opticalexpressruinedmylife.co.uk

I had no idea that the country is again dealing with an "unprecedented scenario", especially as there was no issue with the company's staffing levels on the 18th October when my payment of £4,690 was taken.

It seems I must have missed something and need to catch up on the recent news!

Hi Sasha,

I hope you are well -

I am looking for your advice on how to retrieve my optical express refund. For context, I both booked and cancelled my surgery appointment within 1 week and paid in full (£4,690). I have received notification of a partial refund but it is missing £500, which today (1st December) after speaking with their customer services they have confirmed that this was the deposit that they are now holding as apparently I have consented to the terms and conditions by having my consent / clinical call - where no financial details were discussed.

Some detail on my experience:

I booked my initial assessment with the Chester clinic on Tuesday 18th October where after my assessment they confirmed my suitability for lasik and gave me my patient pack.

I was asked to sign on a tablet / digital pad for the T&Cs (that I couldn’t see) but never received a signed copy.

Following conversations with Sean Ruddy I was guided to pay to confirm my surgery appointment (at the Liverpool clinic) with Dr. Huba Kiss on the 25th October - at this stage I discussed concerns regarding the refund process but it wasn't raised as being an issue so I proceeded with payment in full.

My consent call was on Wednesday 19th October to discuss the surgery with a clinical advisor - where we discussed only details relating to my surgery.

I cancelled my surgery on Saturday 22nd October once Optical Express had advised that my surgeon had been changed to Dr. Muhammad Kazmi. Following this update I did some further research and found some concerning information, including patient experience videos and blogs which lead to me to cancel my surgery.

Today (1st December) I raised a formal complaint with Optical Express to retrieve my deposit as I felt strongly that I was misguided through what has been an extremely underhanded process geared towards keeping consumers & patients away from their own money.

Many thanks for any support you are able to offer.

Chris H.
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admin: Please send your phone number
sasha@opticalexpressruinedmylife.co.uk

Sasha I really hope that you can help me as £500 is a lot of money to lose.

Many thanks

Jayne L

PS. Still not heard a thing from them despite promises they would call me back.
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admin: Don't worry, I'll call you over the weekend

I was wondering if you could help me?
I went to Optical Express in Birmingham on the 26th September and was told I would need RLE where they replace the lens in your eye so you never need cataract surgery. I paid a £500 deposit and the salesman named Mohammed (also called Naqueeb) suggested I wait for the "excellent surgeon Dr George”. I waited and was booked in for surgery on the 11th October but then I came upon your website and Facebook group. I immediately cancelled my surgery and asked for my deposit back. They said that unfortunately because I had signed a contract then I would only be entitled to half of it back. I have no idea what I signed because I was asked to sign my name on a tablet but not told what I was signing or given a copy.
I have chased them with phone calls and emails, and the Birmingham assistant store manager, Lorna Grubb, told me about a week ago that she hadn’t forgotten me but she needed to speak to Mohammed about this but he was on holiday. She said she would ask Head Office but I doubt that she did after reading details of so many other people's complaints here.
I've attached part of the email thread.
I don't know what else to do and know you have experience in this sort of thing and would appreciate your advice.
Thank you
Jayne


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admin: LOL is all I can say re 'excellent surgeon Dr George' (Dr Kanackal Alex George aka Dr Duck)!
www.opticalexpressruinedmylife.co.uk/ind...kanackal-alex-george

They forgot to mention how many people's eyes he's irreparably damaged, and how many have taken legal action against him

Please email your phone number, and when we speak, remind me to advise how to complain to the GOC re signing on tablet.
sasha@opticalexpressruinedmylife.co.uk

Hi,

I received my refund!
Thanks so much for all of your help!

Kind regards.

Hi Sasha,
Please can you help?
I attended the Optical Express store in Derby on the 23rd Sept, an hour after I attended Specsavers for an up-to-date eye-test and prescription, Specsavers informed me I had ONE scar on my eye. That afternoon I visited Optical Express, and after all of the tests were performed I was informed I had LOTS AND LOTS of scarring on my eyes from wearing contact lenses, when I queried this I was told "Oh, our equipment is far more advanced!" Obviously hearing this scared me, as I wear contact lenses a lot and to hear the damage I was potentially doing to my eyes was very persuasive. Then I was told my corneas are very thin and i'd have to have the Lasek surgery, he didn't hold back in telling me it would be excruciatingly painful for a few days after and that it is the more painful surgery with a longer recovery time. Concerned, I asked about how that could potentially impact me as a frontline healthcare worker but he dismissed my fears, despite the fact my job is a high-splash environment and can be violent at times. I was then taken through to the sales lady who was training a new-starter whilst talking to me, she spoke so fast I didn't have a clue what she was saying or whether she was speaking to me or explaining to the trainee, I had to ask for her to repeat herself a lot. I was advised to book in to have the more advanced PENTACAM scan due to me being borderline the following week at the Nottingham branch, I was told I would be able to chat with a consultant at this time, impressed by their care and assurances that I could be found unsuitable 'we want to make absolutely sure to ensure you the best outcome' I decided to part with the £500. I was also told I would receive a phonecall to arrange finance in 3 days' time due to it being a weekend, the call never came but I wasn't too concerned as I assumed they were waiting until after my more advanced scan.
I spent an hour travelling to Nottingham where I had my scan and was ushered straight out of the building, they informed me they would email the Derby branch with the results and get them to ring me the next day, this was at odds with the consultant meeting I was promised. The call never came.
I emailed on the 2nd October to make a complaint about the lack of communication, the Derby branch then rang me back on the 3rd October, which was far exceeding the cool-off period, to finally arrange finance and give me my results, which were fine. I expressed my doubts and concerns again on the phonecall but was assured I had nothing to worry about. During the later finance call I was told I had booked in for LASEK with idesign, I hadn't asked for the idesign I believe this costs significantly more; my finance application was subsequently rejected. I decided to postpone my surgery until February so I could raise the necessary funds, but after some research into LASEK and the lack of communication I received from my local Optical Express store, I lost faith in their service; I joined a Facebook laser eye surgery support group, and they were shocked to learn I had no clue who would be doing it. This was the final straw for me, I emailed on the 11th of October to cancel the surgery altogether and requesting my deposit be returned, I emailed again two days later, and as of yet, have had no acknowledgment or communication from them.

Kind regards,
Hazel Dolley
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admin: Please send your phone number and I'll be happy to help you
sasha@opticalexpressruinedmylife.co.uk

I recently enquired to get laser eye surgery at Optical Express. At the first consultation, the optometrist completed all the tests and suggested LASEK based on my high prescription (-9). I accepted it and didn’t ask questions as they say they do 6/10 surgeries in the country so thought they were the best and most experienced clinic.

On the day of the surgery the patient advisor couldn't get my prescription to match my previous tests so told me to “take a break” and “calm down” as apparently my eyes were tense due to stress (I wasn’t stressed).

After 4 hours they had to dilate my eyes to complete the tests and then I was told I would have to rebook the surgery on another day. Just before I left I spoke with the surgeon (Mohsin Patel) to discuss everything before coming back for the surgery. He was extremely negative about the procedure for prescriptions like mine and even said “with my risk profile I wouldn’t get it done if I was you”. I wasn’t sure if he was just trying to cover his back or he genuinely thought my prescription wasn’t good for LASEK. Before leaving he suggested I went to another company to see what they could offer.

Thankfully I didn’t go to the follow up surgery appointment and have since found out that they don’t have the latest technology as they claim. Lucky escape but looking to get my deposit back as I only got the truth after I paid my deposit and spoke to the surgeon
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admin: Good on Dr Mohsin Patel, who either has a conscience, or is trying to limit the number of legal claims he's starting to collect

Please send your phone number and I'll call you: sasha@opticalexpressruinedmylife.co.uk

Good evening
I am speaking to someone on Wednesday to go through my surgery which I have booked for December and paid a deposit of £500. Today after reading many reviews and already having dry eye I have decided to cancel.
Any advice or key words I should use to guarantee to get my deposit back please.
Would appreciate any help
Thank you
Sue
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admin: Please send your phone number and I'll call you
sasha@opticalexpressruinedmylife.co.uk