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TOPIC: Deposit Refunds

Refund wanted 09 Apr 2014 05:48 #411

  • Rory P
  • Rory P's Avatar
Last Saturday I attended the Shaftesbury Ave clinic intending to have LASIK, but the surgeon said there had been a change and I would have to have LASEK instead. That was not what I'd paid for so I phoned to ask for my deposit back and was told that this was non-refundable. Looking at other people's comments here I feel I have been misled and tricked the whole way!

- Told in the Crawley store that I was fully suitable for LASIK and that they had done operations for many people with my prescription and astigmatism with LASIK.

- Quoted £5190 originally. When they rang back I said it was too expensive so they offered £3280 if I booked within 3 weeks.

- Paid £500 deposit.

- Hitachi Finance sent me 2 emails because the Customer Care Assistant opened 2 direct debits in my name.

- I was never told I would have to have LASEK so turned up to London and waited 5 hours and then never had it done!

Refund in full! 08 Apr 2014 16:49 #412

  • Anne C
  • Anne C's Avatar
Hi Sasha
Your site truly does have punch as a miracle has happened! As I walked in my front door the phone was ringing and it was OE offering a full refund and I won't have to wait the 28 days the normally takes!!!

She explained they had made an exception because I was so upset but I suspect it's because they saw I had contacted you.

Thank you so much and keep up the good work

Anne C

Mislead! 08 Apr 2014 12:22 #413

  • Anne C
  • Anne C's Avatar
I was booked in to have LASIK surgery on Friday but the surgeon looked at the scan and said I was not suitable, even though at my consultation I was congratulated for being suitable for LASIK.

The surgeon offered LASEK instead, which was more expensive but said they'd do it at the same price. I discussed Lasek with the sales consultant at my first visit when I told them this treatment was not for me.

I paid £2,995 in full for Lasik treatment and have been told I can not have a refund because I am suitable for Lasek treatment which they would kindly do for the same price.

Now I am thinking I have been mislead all the way. How many other people have lost their deposits or payments because of this?

I have sent a complaint by e-mail but this has come back with the response their inbox is full!

Any advice would be greatly received

Thanks
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Decided Against Surgery! 07 Apr 2014 19:47 #414

  • Steven H
  • Steven H's Avatar
I had no luck with OE's refund team until I got in touch with the wonderful Sasha who helped me no end.

After following Sasha's advice and posting the email I sent to OE on this forum I final got a response from the cancellation/refund department (within half an hour).

I have been told I will receive a full refund in 3-5 working days which I could not be more happy with, as I was first quoted up to 28 days at first.

Once again THANK YOU Sasha for all your time and effort not only did you help me get my deposit back but you also stopped me making what could have been the worst decision of my life. Anything I can do to help you and the OERML team out I am more than willing to do.

Thank you OERML.

Want my refund! 07 Apr 2014 17:53 #415

  • Alan
  • Alan's Avatar
I have tried to contact OE's cancellation dept all day and left countless messages.

Guess what, no call back! All I was told from telesales is they have a 48 hr turnaround time.

I said I cancelled with sales on Saturday and she said "Oh. They are extremely busy."

I wonder why?!

I have also sent a e mail to Lynn Gilbey, Guess what, no response!
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Decided Against Surgery! 07 Apr 2014 13:34 #416

  • Steven H
  • Steven H's Avatar
Hello,
I am currently awaiting a call from OE cancellation team after trying to cancel my Lasik treatment.

I sent this email to OE customer services :

"I want to cancel my Lasik eye surgery and receive a full refund on my deposit of £395 (paid 05/04/2014 in Optical Express Newcastle Upon Tyne) for Lasik eye surgery. My deposit was paid to my Refractive Technician, I have also rang the Refractive Technician on the mobile number provided today and left a message requesting my cancellation and the refund of my deposit.

As I only paid my deposit yesterday I am well within my 72 hours full refund period as stated in your terms and conditions.

I feel I was not informed of the true risks of the surgery, these risks may have been worth it if my eyes were worse than what they are, however, with my current prescription I feel it does not warrant this procedure.

I will be calling into the Newcastle Branch first thing tomorrow morning (07/04/2014) to confirm all of this to the branch and ensure my refund is processed
."

I have also been to the shop and called their customer service team; however, I am repeatedly told I have to wait until their cancellation department ring me back... I am still waiting.

Decided Against Surgery! 07 Apr 2014 11:25 #417

  • Keith
  • Keith's Avatar
Hi

Call OE on Thursday last week and advised them of my intention to protest outside their store in Reading. The refund was processed the same day.

I still however feel people need to be aware of dangers of Laser eye surgery and OE's bad practices.

With kind regards
Keith

Reading 06 Apr 2014 15:03 #418

  • Alan
  • Alan's Avatar
Hi
I have just cancelled my RLE surgery at Reading. I paid £500 deposit with no quibble refund. My deposit was taken by Sean, another 'Sales counsellor', and Peter Sharma checked my eyes.

I went to my Harley Street for my consent appt. Well that was an eye opener! Production line or what? Let's just say I came away feeling they would give me any lens of the shelf.

So on Friday morning I phoned Sophie at Reading and explained I needed to speak to someone about my concerns, she said she would get Peter or Sean to call me.

No call Friday, even after leaving messages and nothing on Saturday.

I didn't want to risk going over the 72 hrs so due to my treatment at Harley Street and the lack of response from Reading I decided to cancel.

I have looked through all the T&Cs for OE and cannot see a 28 day turn around mentioned.

To any new patients of OE, be very careful it's all about money to them not your health

READING PROTEST 02 Apr 2014 19:18 #419

  • Keith
  • Keith's Avatar
Hi

I had a consultation at Optical Express in Reading on 22nd March 2014 and was considered suitable for LASIK procedure by the optometrist Peter Sharma. The sales counsellor Sophie Greenhalgh offered me a discounted price of £2,995 if I paid an immediate £400 deposit.

As I was unsure I asked Sophie would I receive a full refund if I decided not to proceed with the surgery, no questions asked. Her response was a definite "Yes". No mention of the 72 hours cancellation policy.

I paid £400 deposit on the Saturday to secure the discounted price and said I would call them with my decision the following week. The next day I fortunately read OE's terms and conditions, and the fact that Sophie had not mentioned the 72 cancellation policy gave me a bad feeling about OE and I decided to investigate. That is how I stumbled upon this forum.

On Monday 24th (well within 72 hours of making the booking) I called OE and informed them I was not going ahead with the surgery and requested a refund of my £400 deposit. I was told my request would be forwarded to the refunds team and they would contact me within 42 hours.

Sure enough I receive a call from Sophie on Tuesday 25th asking why I had cancelled the surgery. She informed me she would not be able to refund the money to my debit card as this was handled by the refunds team and it could take up to 28 days to process. She could not however give a reason for WHY it could take up to 28 days to process and advised I contact the head office.

Head office told me the reason for the 28 day turnaround is because the request has to go through various committees before a refund is processed.

Lol! What is there to be discussed? This is straight forward, I decided not to go ahead and cancelled within the 72 hours cancellation period.

Should my £400 deposit not be refunded by Friday 4th April I will be staging a protest outside Optical Express, 50 Broad Street, Reading on Monday 7th April, every day until I receive the refund.

I have leaflets from Optical Express Ruined My Life to distribute. The protest is legal and I have informed both Thames Valley Police and Reading Borough Council with details..

Should anyone want to join me at this protest please contact me via Sasha:
This email address is being protected from spambots. You need JavaScript enabled to view it..

Kind regards
Keith

Decided Against Surgery! 31 Mar 2014 15:47 #420

  • Shadow
  • Shadow's Avatar
Hi All,

I had a consultation at Harley Street in February and dived in head first without doing my research (foolish and something I don't often do) and booked my surgery for 18th April. Since then I did some research, read the waiver and decided against going through with treatment as my confidence in OE and the procedure has dropped somewhat.

During my consultation I told the 'sales rep' I was interested in surgery mainly because I play contact sports. I was recommended for Lasik and only told that I shouldn't play for up to 3 months after the op. However I've since read a fair amount of information online advising that after Lasik you should not play period, and that lasek is the better procedure for athletes.

Coupled with my larger than average pupil size I was annoyed to see that lasik could also lead to further complications which I wasn't told about.

I've tried to cancel over the phone once already but they just kept trying to talk me into having the operation and wanting to give me a call back (which unsurprisingly never came). The cancellation never actually gets anywhere, let alone even me broaching the subject of my deposit.

Either way lesson learned!

Thanks.
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