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Reply: Refractive Lens Exchange (RLE/NLR)


Topic History of : Refractive Lens Exchange (RLE/NLR)

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22 Sep 2021 12:14 #363


AndyA's Avatar

Hi, In Jan 2012 I had replacement Intraocular lens surgery in both eyes, provided by Optical Express. A year or so later, following increasing problems with multiple ghosting and night-time glare etc they carried out "corrective" Laser work, which did not stop the glare but at least cleared most of the ghosting.
For the last three years the sight in my left eye has been deteriorating with my vision becoming increasingly cloudy. It took nearly two years but I finally had a consultation with an NHS Ophthalmology Consultant. The lens in my eye is detreating, requiring further surgery to replace it a second time. However, he also told me that the lenses provided by OE at that time were prone to this problem and that this was a very risky procedure. He indicated that although he had not done the procedure for several years, he might be willing to operate but it would be a long time until I came to the top of his list. However, he suggested that I should contact OE with a view to getting them to fix the problem. He believed that because of their “greater experience” there would be a better chance of success and that I could get it done far sooner.
I contacted OE they gave me a provisional Optician’s appointment with my nearest OE shop and promised to get back “within minutes” to confirm it!!! Surprise nothing happened, They keep fobbing me off.
Having accessed this website and read about the on-going problems with OE I’m very unsure of my way forward. Can you please advise a course of action?
admin: Please send your phone number to This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:
18 Sep 2021 00:49 #362


Talisker's Avatar


I had a botched natural lens replacement surgery carried out by Optical Express at the end of 2015.

The nurse assisting the surgery prodded my left thigh during surgery and this provoked an involuntary reaction causing me to look toward the direction I was prodded from. Unfortunately the surgeon had an implement in my eye at this point in time. Both the Nurse and the Surgeon called out not to move but the damage had already been done.
I have insisted that the procedure needs to be reviewed to prevent this from happening again in future but have received no reply.

The pain was excruciating in my right eye by comparison to the left that had had the same procedure carried out previously without incident.

The sight in the right eye never settled, I reported this numerous times in the 12 months after the surgery. Every time being told to give the eye more time to settle.
It didn't settle and the constant pain and discomfort got worse.

I have tried to discus the incident that resulted in the trauma numerous times with numerous Optical Express staff but have been met with a wall of silence. I was then told after 12 months that I only qualified for 12 months aftercare.

I paid £14,000 for the surgery and lifetime aftercare.

I argued this with various Optical Express staff to no avail.

I tried to self refer to the eye pavilion only to be told I required to be referred by an optician or doctor.

I tried to get assistance from other opticians but they could only see that there was a very large amount of floaters and wouldn't refer me for this.

I sought a referral from my GP but this was declined by the eye pavilion. I don't understand why.

My sight went from bad to worse and the pain was constant. My eye would swell up with the slightest stress. I had to give up driving as it was too painful and stressful.

My brain switched off in large to the right and became dependent on the left.

My eyesight deteriorated and I had no choice but to give up work. I was eventually given a referral to the eye pavilion 18 months later delayed partly due to covid.

It was discovered that the part of the eye that the artificial lens was attached to had grown over the lens obscuring my vision over time.
My eyesight deteriorating as the membrane grew thicker

The eye pavilion carried out cataract type surgery to remove this membrane from both eyes restoring sight to my left eye.

It was then decided immediately after seeing the amount of floaters caused by the trauma on the right eye to go ahead with surgery to have these removed.

The surgeon described the amount of floaters as ludicrous and was astounded by the clumps of floaters removed. He is a very experienced surgeon with many years under his belt

Since this operation I have pain free stress free vision for the first time since the operation in 2015.

This has broken me.

I understand that there is a class action ongoing. I would really like to join this.
I would like to help and see justice hopefully prevail.
admin: Unless you’ve made a typo, £14;000 is a record high for any provider!
No class action, solicitors deal with cases on their individual merits.
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03 Aug 2021 16:54 #361

Terry Cacutt

's Avatar

I have had Lens Replacement Surgery with Optical Express and have been left with eyesight worse than before surgery, I now have a continuous jumble of letters when reading at short distance my medium and long vision were determined as 20/20 prior to treatment and they will suggest that hasn’t changed but I have been left in considerable debt with worsening eyesight since surgery - The response from them so far is to send a 20 day letter even though I have suggested problems and needing help they are delaying by making sure they respond legally and appropriately to help them.
admin: If you would like advice/help please email This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:
23 Mar 2021 15:28 #360


Lott22's Avatar

UPDATE: Countless visits back to OE and my distance vision has still not improved. As soon as i stop the steroid drops my eyes become inflamed and start burning so have to go back on the drops. Now back wearing glasses but for distance now rather than close up and still unable to drive at night due to the arcing and starbursts not subsiding.

I have raised a complaint formally but it looks like they are going to take the full 20 working days to respond and a letter a sent to my local branch asking appointment with the surgeon has just resulted on another local appointment.
22 Mar 2021 07:51 #359


bms66's Avatar

I sent official complaint to OE customer services on 27th February but have not had any response as yet. Their complaints policy states up to 20 working days, so i am guessing they are going to push that to the limit which means I should have a response by Friday 26th March!

Also, on advice from Sasha I wrote to my local OE who have been overseeing the ongoing aftercare asking for an appointment with a consultant, rather than the local optometrist to find out what my options are and why the procedure has gone so disastrously wrong. The letter was sent recorded delivery and has been delivered but no responses as yet, although I did receive an appointment email back with the optometrist.

So far nothing has changed, still have appalling distance vision, still cannot drive in the dark and appalling starburst effect on sunny days on reflections.

I have spoke to my GP who has advised not to let them laser my eyes as it is most likely the lenses themselves are the issue but i am not keen on going back to OE for replacement lenses after that they have put me though so my GP is going to refer me back to the NHS.

Without doubt, going for this surgery has been the worst decision of my life and utterly regret having it.
admin: Best to correspond with OE via email. I'll provide relevant contact details when we speak :kiss:
11 Mar 2021 21:22 #358


Lott22's Avatar

So far, probably the biggest mistake of my life and waste of money
I have been left with significant loss of vision and other sight problems since my lens replacement surgery at Newcastle Branch of Optical Express in 2019 after being sold the dream that I would never need to wear glasses again. My surgeon was Dr Eric De Koning.
After numerous appointments and problems going from bad to worse since the surgery I have been left with PCO in both eyes and my vision in the right eye is close to blind.
I am sick and disgusted with Optical Express lies and the way they speak to and handle customers. I have had several conversations with Allan McEwan and several others in clinical services, which at times have had me in tears on the telephone, namely William Allen, a very arrogant and obnoxious individual.
In one of the conversations I was informed that they had been aware for some time that there were signs of PCO in my eyes but until now they had kept that from me. I have been told that they are not willing to sort my eyes out because my 12 months aftercare has run out of time - even though I notified them of the problems within that time and my vision was very blurry/foggy). They suggested I either pay them £1500 for YAG laser treatment or they refer me to my GP. In other words, washing their hands of it and relying on the NHS to sort their mess out.
I have been left with PCO In both eyes and have seen an independent optician to confirm this.
I’m at the end of my tether with this company, I’m not able to drive, and find it very difficult to read and write.
The stress and anxiety this has caused is almost unbearable. I am unable to function normally.
How can a company leave their patients in such a disastrous mess with a severely diminished quality of life!
I’ve not seen a surgeon since the day of surgery. Is this normal/correct? Please help me.
admin: Optical Express is all about making money, and having to pay Eric De Koning to see you would have cut their profits. But as your treating surgeon he was obliged to do so when you reported problems, though it is possible he was not even told!
This is a matter for the GOC to investigate, and I’ll be happy to make the complaint on your behalf after we’ve spoken.
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