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.
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.
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
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.
I had the OE multi-focal lens replacement surgery on 30th January and to date nothing seems to be settling down.
Prior to surgery i needed glassed to read but distance vision was perfect, the day after the surgery i could read without glasses but my distance vision is now shot with anything past a few feet being blurred. I still see the arcs and starburst on every light and cannot drive in the dark at all.
Can anyone who has had this surgery advise how long before the problems with lights and night driving took to settle down and did they need addition surgery to rectify their sight please? At the moment they are talking either laser surgery to correct my distance vision or replacing the lenses!
The staff at OE are really friendly and assure me that they can correct the problems but i have to wait until 3 months after the initial surgery but as thought maybe hearing it from someone who has had similar issue might be more reassuring
______________________ admin: Multifocal lenses are notoriously problematic for a distressingly high number of recipients, and the issues you report too common and often permanent. (Read previous posts in this thread from Carl G.)
I’d be very surprised if the Optical Express staff you mention include the surgeon who operated on you, because paying him to see you cuts OE’s profit margin, whereas optoms and others are on wages (+bonuses at point of sale).
You must insist (in writing) that the surgeon is informed of your problems, and ask that a consultation is arranged with him ASAP. Make a complaint to the GMC if this is not actioned without argument.
When we speak I will also invite you to join the private MBEF Facebook support group, where you can discuss your issues with many members left with similar (and worse) problems after lens exchange surgery
I had multifocal eye surgery on 12/9/20 and it cost me £6090.00 but it as not work very well and now the surgeon said that I need them replaced with monifocal lens for safety. The cost of monofocal surgery is £3990.00 so will I be refund with the difference of £2100.00. I have now got a phone consultation on 25/2/21 to make an appointment for my replacement surgery.