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£1900 deposit not refunded 21 Dec 2017 17:42 #21

  • Niall McGuigan
  • Niall McGuigan's Avatar
My story is a little different but I would like to share it if possible.
I attended the optical express clinic in Belfast and was told I needed surgery to one eye, but prior to surgery I would need to take part in a contact lens trial which I agreed.
I returned for the lens trial and was told I would have to pay the £1900 up front at the start of the trial which I found strange as they did not know if I was a suitable candidate.
After a few days I went back and the results were poor and I decided myself that my vision would be impaired with the surgery so I decided against it. That was early November and as of tonight 21/12/17 I have still received no refund. When I call they said 28 days, then it was 28 working days and when that deadline passed they just tell me they will be in touch. So I would advise anyone to stay well clear.
admin: If no refund by the end of today, send email and I will help you :kiss: This email address is being protected from spambots. You need JavaScript enabled to view it.

Final update - refund! 16 Nov 2017 17:24 #22

  • Andy T
  • Andy T's Avatar
£535 just appeared in my bank today.
No email from OE. No phone call from OE. Just the same silence.
I make that 53 days from cancelling, or 39 working days.
They did pay the £35 court fee for the Money Claim Online but have decided to ignore the request for interest.
What a way to do business !!
admin: Fyi, go back to your Money Claim, click on the claim number and you will see an option to request Judgement for the outstanding interest.
There is no additional fee for this :kiss:
No matter how small the amount, bear in mind that the interest is the reason OE hang on to your deposit for as long as possible, so why shouldn't you do the same?

Update... 15 Nov 2017 12:40 #23

  • Andy T
  • Andy T's Avatar
This is where I am now at :-

25/09/17 - Paid £500 deposit.
27/09/17 - Found OERML and then cancelled surgery.

No confirmation from OE that my deposit would be refunded.

27/10/17 - Emailed Stephen Hannan asking when I would get my £500 refund. No response.
01/11/17 - Issued Money Claim Online = £500 + £35 court fee + 0.08% Interest
13/11/17 - Sent a copy of the Money Claim to Stephen Hannan by email. No response.
15/11/17 - Money Claim Online status shows as 'Issued'. But no response from OE at all.

In short - I paid a deposit, cancelled the contract, contract says I get my deposit back. OE is withholding my money and not communicating.

Bad business practice - and bad manners to boot.

I will post this on Social Media to warn others!

Do I just wait ? 26 Oct 2017 21:24 #24

  • Andy T.
  • Andy T.'s Avatar
In short, on 25 September I paid £500 deposit… then found OERML site and cancelled 2 days later on 27 September. Now waiting for deposit to be refunded, but I’ve only had verbal confirmation that I cancelled. Happy for the money to turn up on the day but don't want it to over-run with all that it entails if it can be avoided
Anything I should do now?
Andy T
admin: OE's in house solicitors are apparently sick/on leave/quit and their emails diverted to Tweedles, so skip the middle man and contact This email address is being protected from spambots. You need JavaScript enabled to view it.

Ask him for confirmation of your cancellation and the date your refund will be processed.

Tell him that if you do not receive this info by return then you will issue a money claim online without further notice.

Contact me for details should you need them :kiss:

Money Claim Online (MCOL) 14 Oct 2017 17:14 #25

  • admin
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Optical Express have a new scam :kiss:

Theresa T issued a Money Claim Online (MCOL), and on the day OE were deemed to have been served with the claim they called and asked for her credit card details to refund her £500 deposit.

But even though Teresa had received her copy, OE claimed that they had not received anything from the court, and refused to pay her court fee!

Teresa emailed Tweedledum and received this response from Trainee Solicitor Rebecca O’Hear, 'I confirm that Optical Express has not received notification of any claim raised by you.'

OE can get away with this lie (as I allege it to be) because the court sends out letters via regular mail, not requiring a signature for proof of delivery.

Anyone issuing a MCOL therefore must be sure to scan/photo your court copy and email to OE the day you receive it!

Although she can now issue a CCJ for the unpaid court fee, don't get caught out as Teresa was!

Avoid engaging in any phone conversation with OE reps, and do NOT provide credit card details until they have confirmed in writing that they are refunding your deposit, plus 0.8% interest, AND the court fee!

OE's in-house solicitor David Magee has left (as I predicted he would in August when I met him at the GOC hearing for John Margetts), as it seems has his colleague Aimee Watson, emails to both bouncing back as undeliverable.

Any legal correspondence should now be sent to:
This email address is being protected from spambots. You need JavaScript enabled to view it. (In-house solicitor)
This email address is being protected from spambots. You need JavaScript enabled to view it. (Legal Support Assistant)

Also copy Tweedledum in, as I expect he'll be there until the OE ship sinks!
This email address is being protected from spambots. You need JavaScript enabled to view it.

Meanwhile, this is an extract from Rebecca O’Hear's email to Teresa.

'The cancellation policy, as set out within the Terms and Conditions document, states:

"Cancellation policy
a. If you cancel a booking for treatment within seven days of making your booking, we will refund all amounts you have paid.
b. If you cancel a booking for treatment more than seven days after making the booking, we will take the minimum deposit from any money you have paid, before returning the rest of the money to you.
c. We will set the amount of the minimum deposit at the time of your consultation.
d. If, for any reason, we have to cancel a booking for treatment and we cannot offer you an alternative booking in either the clinic of your choice or a different location, we will refund your minimum deposit.
e. If, following a consultation with one of our refractive surgeons, you cannot go ahead with your treatment for any clinical reason; we will refund all amounts you have paid, except for any refractive surgeon appointment fee.*
f. We will pay all refunds within 28 working days.”

You agreed to be bound by these terms by paying the deposit for surgery.'

* In my opinion this contradicts OE's advertised 'FREE
Consultation'! Regardless of which, when you are heavily pressured to pay a deposit, if you have not read the T&Cs before doing so you cannot be bound by them.
** I took legal advice from Counsel on this a few months ago and was assured that it would not stand up in court.

Deposit Refund 14 Oct 2017 10:45 #26

  • Dan
  • Dan's Avatar
Hi Sasha,

I've just found your website having cancelled my surgery on the 4th of October. I cancelled after failing to be eligible for credit, due to a poor credit rating after some money issues when I was a student.

They happily took the £500 before even running the credit check to see if I could go through with it. They wanted to run a second credit check through a different company but having already had one failed check on my record I decided against it. This was all on the 4th of October. I cancelled and was then told the refund would be processed within 28 days, this sounded a bit funny to me when they said it but I didn't question it.

At first I didn't even receive an email confirming my cancellation so I had to ring customer service to get that email, I then received the below email on the 12th:

"I am contacting you today with regards to your refund.

I have checked with our accounts team and I can confirm your refund is in process. As contained within your terms and conditions given at outset we do advise that all refunds can take up to 28 working days to process. This does not include weekends or bank holidays. We endeavour to carry these out as quickly as possible and therefore will do our utmost to ensure your refund is processed within this time frame.

Your refund was initiated on 4th October 2017, therefore you will be contacted on or before 13th November 2017 by our refund team to obtain original payment card details or if they are able to obtain them from the store in which you paid in, they will send you an email confirmation once it has been processed.

On behalf of Optical Express I would like to thank you for your patience in this matter and in the meantime, if I can assist you further, please do not hesitate to contact me.

Kind Regards,

Jade Sinclair"

Do you have a stock response I could email to them to get this processed quicker?

Thanks in advance.
admin: If you did not sign a copy of the T&Cs before you paid a deposit - if at all - they should refund your money as fast as they took it!
Send email for more details This email address is being protected from spambots. You need JavaScript enabled to view it.

Decided Against Surgery! 12 Oct 2017 09:57 #27

  • Hadil tokio
  • Hadil tokio's Avatar
Hi everyone I'm new to this forum I paid £200 deposit to get LASIK eye surgery which after reading numerous bad reviews you have decided not to go ahead with it. Luckily I have cancelled within 7 Days of making the appointment and I'm already finding it difficult to just cancel the appointment! Apparently the cancellations department don't have a telephone number how convenient. Is there anything I should be doing at this early stage while waiting for cancellations to call me back they said they would call me back within 24 hours but I was told yesterday by the customer services team that I would be called back the following morning which certainly didn't happen. I really want to thank this forum and I hope more people come across it before dealing with Optical Express!
admin: Send your phone number and I will call you. However, OE pay close attention to OERML, so when they read this message you might find that they suddenly contact you!
This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

Decided Against Surgery! 16 Sep 2017 19:53 #28

  • Theresa T
  • Theresa T's Avatar
Hi Sasha 
After finding your site I have decided not to go ahead with lens replacement surgery.
I paid a deposit of £500 at the initial consultation on 15 July.
I met the surgeon Dimitris Kazakos on 3 August at the Westfield Shopping Centre in Shepherds Bush and this highlighted several issues of concern which I was not made aware of at the initial consultation.  
Having now decided not to go ahead with surgery I am looking for a full refund of my deposit.
I have read that you have had success in helping people get refunds from Optical Express and your advice would be very much appreciated. What do you think my chances are and how should I approach them.  

Theresa T
admin: I have advised Theresa to issue a Money Claim Online :kiss:

Decided Against Surgery! 10 Aug 2017 15:22 #29

  • Nova
  • Nova's Avatar
Just an update...

Sasha did advise me to go through the courts, stalled a bit, as my daughter - who has only just graduated law school, said "social media drives these businesses", so give it a try, failing that, she would use this as her first case. :)

I opted to use Twitter, and it worked a treat.

I slagged them, followed a few persons who were having similar issues with OE, had my daughter retweet, a few of her friends did the same, I also started following BBC watchdog and the Citizens Advice Bureau.

Tweeted late last Friday and first thing Monday, OE started following me, then asked for "details"..

The tone and the responses were quick...

And by Tuesday morning I got an email to say, my refund has been processed and will be in my account within 3 - 5 days (as against the 28 days Lawrence stated)... and it's Thursday today and I am pleased to announce that my money has been refunded in full.

So for anyone going through the "refund deadlock" with OE, don't get stressed out emailing and calling... put them on BLAST via social media.

Thanks again Sasha... your encouragement and advice was second to none, keep doing what you are doing, its helping a lot of individuals, so sorry I didn't see your website before taking mom there, but hey- ho!

And for anyone else that is going through it... there is a light at the end of the tunnel.
Negative posts on social media impacts on OE... and its' a weapon that is free, I encourage you, to use it.

Best of luck.
admin: If you Tweet @OpticalExpress don't forget to add @OERMLuk :kiss:

No cataracts and money refunded 04 Aug 2017 22:39 #30

  • Anthony
  • Anthony's Avatar

anthony wrote: On the 7th July the surgeon Alex George told me I had cataracts and just putting lenses in wouldn't be any good but I could have lens replacement surgery.

Quick update from my original post on 10th July '17

After being advised by OERML I sent a few emails to Lynsey Shaw and received my full deposit back on 14th July .

I went to see my optician and asked if I have cataracts, she checked and said it's clear. I then made an appointment to be seen in Moorfields eye hospital in London. I had all the scans done and seen the surgeon who said that I have a dot behind my eye and it's none progressive as my prescription has not changed for years so lens replacement surgery is going a bit far and advised that laser will work on my left eye and a lens implant for the right eye, or just keep wearing glasses.

Thanks again Sasha for your help and advice.

OERML & My Beautiful Eyes Foundation rely on your support to expose the horrors of this unregulated industry.

Your help is very much appreciated!

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