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What Lifetime Guarantee?! 04 Mar 2020 14:22 #1

  • 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 #2

  • 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 #3

  • 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 #4

  • 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 #5

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

No care! 21 Oct 2017 21:13 #6

  • 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

Refusing free aftercare 17 Oct 2017 10:25 #7

  • samantha
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hi I am in a similar situation Ive had surgery done twice and my eyes have got worst, they want me to pay £50 to see someone first and even that don't guarantee ill have it done again and will have to pay! where do I stand with this?

Refusing free aftercare 11 Oct 2017 17:37 #8

  • Awful treatment
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I had treatment in 2009 with optical express which went ok but by 2015 had reverted back so had further enhancement which I had to pay for then after a year with no improvement in my vision I was told would then have to pay for aftercare appointments!

What Lifetime Guarantee?! 01 Sep 2017 02:09 #9

  • Mr A Nonymous
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Hi, the two Daily Mail links above show how unscrupulous and dishonest Optical Express are. The fact of the matter is you can do something about it, but OE are playing a 'numbers game' solely basing their chances on the majority of the public not having the courage to sue them.

My advice is take a look at the Sale of Goods Act (now the Consumer Rights Act). OE have mis-sold their product/service to many thousands of people, thus everyone who purchased this with the lifetime guarantee is entitled to exactly this, or their money back.

The fact that they did not furnish any terms and conditions go completely against them as they are unable to refer to anything that states the guarantee had a time limit of twelve months because not only were you advised the guarantee was for life but you were never furnished with any of the terms and conditions.

If you fight this and take them to court on this basis (that you specifically chose them as they offered a lifetime guarantee) then you have a very good chance of success. You can issue online on the small claims track and you do not need any legal representation as you can represent yourself. This is precisely what the small claims track is designed for and the forms etc are all self explanatory. Do not be worried as you have nothing to lose and everything to gain, plus the district judge hearing the claim should assist you if required. You just speak when you are spoken to and don't talk over anyone and you will be absolutely fine.

The beauty of someone taking this unscrupulous company to court is that a successful outcome will set a legal precedence for everyone else to do the same. The problem at the moment is nobody has had the courage to issue a claim. But it only takes one.

Good luck and I hope you are the one to make the difference.
admin: Thank you for this Mr Nonymous, but your advice relies on a person NOT having a signed copy of T&Cs that clearly state a limited aftercare period. However, should you have a copy of the glossy brochure stating lifetime aftercare/eye tests, then that can be relied upon.
And, I am aware that some people have successfully used this argument against OE who then reinstated their promised free eye tests for life.
It should of course be considered that OE's life expectancy may now be shorter than yours!
For more details contact This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

What Lifetime Guarantee?! 23 Aug 2017 15:44 #10

  • Laura Murray-Ward
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I had surgery with optical express in 2012 and my eyes have recently deteriorated. I contacted optical express as I was promised free lifetime aftercare and assured that if my eyes reverted back I could have surgery again at no cost! This was one of the main reasons I opted for the surgery!
I have just been told that my terms and conditions say 12 months (I don't have my copy)
I know three other people who had the surgery around the same time and they all remember the same promise, however I'm aware this doesn't count as proof. Is there anything I can do?