Welcome, Guest
Username: Password: Remember me

TOPIC: Deposit Refunds

Please Help!!! 24 Aug 2014 14:48 #361

  • Areeba
  • Areeba's Avatar

I recently booked a consultation with Optical Express at the Shaftesbury Avenue store for myself and my mum. We waited over an hour to be seen despite both having appointments. Everything was rushed when we went through the checks. Both my mum and I have an extensive history in regards to our sight and none of this was really addressed. The ophthalmologist, Dr Patel explained that I was suitable for the Lasik and my mum the lens replacement surgery. Our concerns over the side effects were skated over and were not discussed in depth.

We took the decision that all surgery has risks and agreed to go ahead with it. A lady called Rome organised the finance and booked the surgery appointments. She offered me a deal for Optical Express’s 21st anniversary which reduced my surgery to about half of the original price quoted. My mum and I agreed to the price that was offered and we both put down deposits. My mum paid £500 for RLE and I paid £400 for lasik. We were shown the Hitachi finance paperwork which allows 14 days cooling off period. At NO POINT was it explained or our attention drawn to the Optical Express conditions only allowing 72 hours to change your mind.

The next day we saw Sasha on the BBC London News about Optical Express. It created doubts and we did some more research and were unhappy with what we found so took the decision to cancel. We rang up on Friday, 4 days after we had gone to the consultations. We spoke to head office and were informed that the lines were busy in the cancellation department so there was no one to speak to. Then they said only one person was working and had gone home, so they'd send an email and someone would ring us within 48 hours. I phoned up the next day (Saturday) and was again told there was no one to take our call in the cancellation department.

It was only when I asked for a supervisor that I got through to Robert, who worked alongside the cancellation department. But Robert did not have the authorisation to cancel. He was very unhelpful and it was almost like going through rounds in the boxing ring. He accused me of lying about the cancellation policy not being explained to us on the day and said that someone would call me on Monday. He could not even confirm if we would receive our deposits back.

I believe they are just playing for time, and the way they have conducted themselves has confirmed what was said about them on the BBC news . The fact that there are only two people working in the cancellation department with the lines constantly busy is unacceptable and completely unbelievable for such a big company.

Due to our total frustration my mum and I decided to go to the root of the issue and visited the Shaftesbury Avenue branch where we had originally booked. We had previously tried to contact them by phone, but the number they advertise actually gets redirected to their call centre in Scotland. We arrived and spoke to Rome who apologised for what we had been through and expressed confusion about the number of calls we had to go through simply to cancel. She got the store manager Meena Dino involved who also could not help us. The most she could do was send another email as cancellations are apparently only accepted at head office level. No time was given for someone to call us and she could not confirm whether we would receive our deposits back.

The service that we have received has been absolutely abysmal. I would strongly discourage ANYONE from having surgery at Optical Express. They are fast to take your money but when issues arise they show their true colours! I find it unbelievable that “one of the leading” laser eye surgery providers that operates in the UK, US, Ireland, Croatia, Germany, France and The Netherlands could not simply get someone to cancel our appointment and give our deposits back.

Could you please please help us? We simply want to cancel and get our money back!

Decided Against Surgery! 23 Aug 2014 14:12 #362

  • Brian
  • Brian's Avatar
I don't want to proceed with surgery at Optical Express. I paid 3,000 euro in full to get
the surgery done. The first time my surgery was scheduled the surgeon said I couldn't have it done that day as I had dry eyes and it was a big risk. I was surprised my dry eyes were not detected at my initial screening.
The 2nd time I was scheduled I was too nervous and the surgeon said I was not ready for the procedure.
I think I am not suitable for this procedure and have decided not to have surgery at all but Optical Express are insisting that they will not refund my money.
They say my only option is to go ahead with the surgery or lose the money.

Any help appreciated Sasha.

Help me! 20 Aug 2014 13:14 #363

  • nadeem
  • nadeem's Avatar
Please help me.
My surgery is due 25th. I have paid £400 deposit to have lasik iDesign surgery. What I found out by another medical professional are the risks which I was not told by Optical Express. They told me I will never have to wear glasses again. I told them I drive at night for living. They told me my night vision will be super better. The risks such as dry eyes and night vision problems were not explained.
At my consultation on 5th they told me they could do it half price. But said there is only one slot left this month to get it at that price and if I left it after this month I would not get it half price. So the next day I quickly got it booked not to miss the deal. It's a shame they hid the truth of the side effects becuase I lost my faith in them. I ask Optical Express to please cancel my surgery and agreement and return my deposit. I am very glad I have found this site.

Deposit refunded! 13 Aug 2014 19:43 #364

  • Jane Harrison
  • Jane Harrison's Avatar

Finally I have my deposit of £400 back in my bank account.

Sasha, I can't thank you enough for everything you've done over the past two weeks, it would have been so much more stressful without your support. You are an absolute superstar. We so need people who are prepared to stand up and fight big corporations like this who otherwise will unscrupulously screw anyone and everyone in the name of profit.


Optical Express T&Cs 12 Aug 2014 14:25 #365

  • Aurora Allen
  • Aurora Allen's Avatar
I don't understand why Optical Express are refusing to refund my payment when their own Terms & Conditions say they should!


Decided Against Surgery! 12 Aug 2014 09:58 #366

  • Aurora Allen
  • Aurora Allen's Avatar
Scheduled for surgery on August 7, at my pre op check the day before I was told surgery would not go ahead as planned because the prescription in my left eye had changed.

I was very upset and asked to speak to my consultant* but they refused to call her, questioning why I wanted to speak to her. Eventually they did and I told her the situation.

The next day she explained my options were to have surgery in one eye (unacceptable to me) or switch to soft contact lenses and carry on with pre op checks until my eye settled down, with no expectation of when that would be.

I am off on holiday in a week's time so decided to put off surgery for now.

I requested my £400 deposit back but was told that my file has been reviewed and I am suitable for surgery, so my refund is non refundable.

I also called Hitachi to cancel the finance agreement and they told me they cannot cancel it because it is past 14 days and the authorisation must come from OE. Even though I am not having surgery!

I wasn't suitable for the surgery on 7 Aug yet OE are happy to keep my file open, and my money, and keep checking my eyes indefinitely until I am suitable.

I am not happy or comfortable with any of this and would like my £400 refunded and walk away from OE.

I will also take this up with Consumer Affairs and Which?

Aurora Allen

* admin: Not a consultant, a 'Refractive Technician' aka Salesperson

Decided Against Surgery! 11 Aug 2014 22:38 #367

  • Mick S
  • Mick S's Avatar
Will do, thanks ;)

Mick S wrote: admin: Cancel appt and ask for full refund. If they refuse please contact me: This email address is being protected from spambots. You need JavaScript enabled to view it.

Decided Against Surgery! 11 Aug 2014 22:27 #368

  • Mick S
  • Mick S's Avatar
I recently had a consultation and was talked into having Mono vision Lasik on my right eye. I paid in full up front of £900.00 and not offered any sort of deposit payment.

My surgery was planned for this Thursday but I put it back a week as I wasn't sure it was for me. I have been trying out a contact lens in the right eye to get used to having mono vision and am now 99% sure laser is not for me.

Should I get a full refund as they never asked or mentioned a deposit?
admin: Cancel appt and ask for full refund. If they refuse please contact me: This email address is being protected from spambots. You need JavaScript enabled to view it.

Decided Against Surgery! 11 Aug 2014 13:51 #369

  • Imrich Babics
  • Imrich Babics's Avatar
Seems like OE has a certain way of doing things as my experience with the free consultation was very similar to the ones I have read here.

I visited OE's Shaftesbury Avenue branch on Saturday 9th of August with an appointment booked for 4pm. Nobody actually talked to me for nearly an hour, eventually they did all the necessary eye tests. I was not eligible for laser, so they recommended the Phakic IOL procedure and finally I was speaking to Sophie Greenhalgh about the cost and next steps. I am not even sure how it happened but she has managed to pressure me into paying a deposit of £500. I was not comfortable with this, but Sophie reassured me that should I change my mind I can get a refund in a matter of few days (She forgot to mention the 72 hour refund time limit by the way).

I've spent the rest of the weekend researching the procedure and realised I am not comfortable with it and decided to back out. I visited the branch today (Monday), called their customer services as well as emailed, demanding a refund and I will not accept the waiting time of 28 days. I am well within their 72 hour time-frame and expect to be refunded in the same rushed way as payment was taken from me... Let's see what happens.

P.S. I am glad I came across this site. I would not put my health into OE's hands as they came across as unprofessional and incompetent.


Deposit refund 08 Aug 2014 16:45 #370

  • Margaret Kent
  • Margaret Kent's Avatar
I am delighted to inform you all that after a couple of months of waiting patiently I have finally been contacted by Optical Express Customer Care department to discuss my deposit of £500. Thankfully I have been informed that this will be refunded into my account within 3-5 days.

I would like to take this opportunity to thank Sasha for all her advice and support in getting this outcome and will be making a donation to her fund raising campaign.

Good luck for the future!