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Optical Express Lifetime Guarantee 16 Feb 2021 12:42 #1

  • jacky1959
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Hi. I had my replacement lenses in February 2015 (6 years ago) they were perfect until last March when I started to feel my right eye was not right , very blurred so as it was lockdown I made an appointment for a test with my local optician.and paid £26 for a scan He had no real knowledge of Lens replacement but was concerned enough to ring the hospital and get me in for am urgent appointment the next day with the local eye clinic . At the clinic it was apparent non of the staff thought it was worth mentioning that had replacements ad the russian doctor told me he needed to do a cataracts op and would do it urgently. A year later Ive heard nothing. This is now affecting work badly so yesterday I rang Optical express who suggested I pay £20 at local branch (which im doing tomorrow). or pay £100 to go to the clinic. She said if you have to have more treatment the £100 will be deducted from the costs. I explained I had a lifetime guarantee like everyone else. She said oh no thats not valid anymore. After 3 years of perfect eyesight I threw my beautiful glossy large folder away as I didnt expect anything to go wrong so I have no proof of this. Can you help in any way?
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Copy of T&Cs or brochure for 2012/2013 01 Feb 2021 09:58 #2

  • anr
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Hello, I had laser surgery in 2012 and my eyes have reverted back. I have contacted them as I want my eyes checking and a reason why but they want to charge me £100.

I have accessed the 2013 cached version of their website which confidentially states:
Laser eye surgery is permanent. It is a permanent correction of your current prescription but your eyes can continue to change with age. Most people will not need glasses again to correct their distance vision. As part of the natural ageing process our eye sight changes from around the age of 45. Even people who have enjoyed good vision throughout their life will then require reading glasses.

I do not have my original T+C's. Does anyone have a copy from this time or the brochure? I have seen a scan of the brochure on a previous thread but the text isn't readable.

Thanks very much.
admin: Send email to This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

Optical Express in Devon refused free aftercare! 20 Nov 2020 15:29 #3

  • IJC
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Just found out I'm in the same boat as the rest of you. Had laser surgery with Optical Express 11 years ago and was promised free lifetime aftercare.
I got free aftercare, check ups and eye drops for a few years and then my eyes were fine for a while but now my vision is blurring again.
I called them today to make an appointment for a check up with a view to getting my eyes re zapped, and they tell me that I've never had free aftercare and I will have to pay again for check ups and future surgery! They are total scam artists. I've complained to my local MP, trading standards and Rip off Britain.
admin: You would be insane to let them (or anyone else) 'zap' your eyes again, so I count you lucky that they're not keeping their guarantee. However, you have a right to pursue this, and should send a Subject Access Request to OE for your records.

I would normally offer to help you, but I will never enable anyone to undergo this risky surgery, be it first or second time.

Don’t waste your time with Rip Off Britain, who broadcast an ‘exposé’ about Optical Express in Oct 2017, having filming an interview with me at their Manchester studios, and with a number of OE damaged patients I had introduced them to. Unfortunately the end product was so biased: they dropped the worst cases, cut me out entirely (claiming no time, but giving exceptionally lengthy time to a written right of reply from OE), no mention of lack of regulation and MBEF campaign, and the piece verged on an advertorial for the industry. Details in the BBC | News topic thread.

ROB scheduled a second piece for broadcast in August this year, interviews with damaged OE lens exchange patients recorded - cancelled at the last minute without explanation

What Lifetime Guarantee?! 08 Oct 2020 19:17 #4

  • Col janes
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Email This email address is being protected from spambots. You need JavaScript enabled to view it.
That’s the data protection officer.
Tell them you want a copy of your original paperwork. They send you a basic form which you complete and return.
They have to provide the info by law.
admin: There is no need to waste time with their form, copy and send the following :kiss:

To: This email address is being protected from spambots. You need JavaScript enabled to view it.

Dear Mr Hannan,

Subject access request

This email constitutes a written request under the Data Protection Act 2018 for all my data held by Optical Express to which I am entitled under the Act. This requires that you search your filing systems and email records.

If you require any further information to enable you to process this request please advise by return.
Please note that a request for information under the Data Protection Act 2018 should be responded to within 30 days.

If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at ico.org.uk

The ICO have advised that my emailed request is sufficient as long as it identifies who I am and a hard copy signature unnecessary.


What Lifetime Guarantee!! 04 Mar 2020 14:22 #5

  • Kimiko90
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Can anyone help? My parted had laser eye surgery in 2009 and was promised life time after care! For a few years after he usto get dry eyes and he could just walk in and they would provide him with eye drop for this with no appointment made. He now is being told that his lifetime aftercare has been cancelled because they no longer offer this and they can just change this as it is in the terms and conditions. He has never been made aware that his aftercare plan had been changed or that they could just change this as this is what he paid for? His eyes have now deteriorated and now needs glasses.. surely it should be on his file somewere on the system that he has lifetime aftercare as he wouldn’t have been able to walk in and get free eye drops many years after? Can anyone help with this??

What Lifetime Guarantee?! 10 Apr 2019 13:28 #6

  • john Binnie
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I was also promised free lifetime aftercare but since the operation have repeatedly been told that it was for 12 months thereafter.
My eyesight is a nightmare, I don't enjoy night driving or looking at screens. My eye has swollen up due to eye strain on a number of occasions since the operation and doing day to day tasks that I used to take for granted is now difficult. It's affected my mood and motivation.
I feel getting honest help with this is time-consuming and fruitless that in turn compounds my situation.
Has there been a class action taken against Optical Express?
Or does anyone have access to a lawyer that has previously had a successful result when dealing with this?
Finger's crossed,

John Binnie

What Lifetime Guarantee?! 03 Apr 2019 21:20 #7

  • Luke
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Hello I've just seen your comments. Me and my best friend were also told we would get free after care for life I complained numerous times and they told me to phone customer care so they could check my documents they have on file for me. They lied then as well and said it isn't in the documents and would send me the paperwork so I now have to spend £50 for an appointment.

What Lifetime Guarantee?! 17 Jan 2019 22:00 #8

  • daftvader
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I had my eye surgery in 2011 and was also told lifetime aftercare and now I need it I cannot find the paperwork.

Does anyone have the paperwork showing what we were promised that I could get a copy of?

Many thanks.


What Lifetime Guarantee?! 20 Nov 2017 14:29 #9

  • Sally Weeks
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After speaking to OE, they have confirmed my laser surgery was Aug 2008. My eyes have reverted back to my original prescription.
They have told me that because i haven't been back every 2 years since surgery, my lifetime aftercare is void. I was not told this at the time of surgery!
I have asked for a copy of documents i have signed agreeing to this, which they say they'll email me. (I'm not holding my breath).
Do I have a leg to stand on with this "clause" or are they within their rights?

Ps, i love the website, so helpful.
admin: You can send a Subject Access Request (SAR) for £10.
Contact me with your phone number for details :kiss:
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No care! 21 Oct 2017 21:13 #10

  • Angela Thomson
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I had lens replacement surgery with Optical Express just over 3 years ago. Initially it appeared to be a success, then the sight in my right eye started to deteriorate. My local OE referred me to Barley Street where my eyes were examined and I was told my right eye needed a laser tweak which would be painless and take seconds. I attended the appointment and hell has followed. I suffer with excruciating pain and dehydration, it feels like wood shavings in my eye. Both eyes swelled, I couldn't see, and as ex Bunny Girl I missed our 50th Anniversary party as well as many other pleasurable occasions. I became depressed and lack confidence due to pain and poor eyesight. The aftercare at OE was abysmal, I have only been given drops.

Now its happening in the left eye. OE tell me I need a Yag laser and will charge me £495. I have a lifetime guarantee according to the optometrist who sold me the package.

I met a colleague and friend of David Moulsdale, founder of OE who assured me he would help as OE don't want any more bad publicity. He too is an optician who trained with David Moulsdale.

Tim Crompton has reneged on his offer of help. It certainly makes me concerned about the safety of our eyes with opticians and optometrists who seem to be far more interested in making money than our vision.

I certainly need help with pain, finances and trauma. Above all to get my eyesight as good as was promised when I was sold this £4.000.00 package with lifetime guarantee.
Regards, Angela Thomson
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