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Decided Against Surgery! 01 Jun 2014 20:24 #421

  • Margaret Kent
  • Margaret Kent's Avatar
On the 10 May I attended the Optical Express clinic in Glasgow for a free consultation. I was then heavily pressured to make a £500 deposit to secure a specific day and time for my Lasik mono vision laser eye surgery.

Before paying I asked the "Refractive Technician" (salesperson) if my deposit was refundable if I changed my mind and decided not to go through with the treatment. I was assured that there would be no problem with a full refund, and at no time did this person tell me that OE's terms state you must cancel treatment within 72 hours for a refund.

On reflection I feel very frustrated with myself for paying that deposit, but I felt uncomfortable and under enormous pressure to make the appointment for surgery. In addition it did not help that my vision was poor after being given eye drops during the consultation.

My overall experience with Optical Express that day was sales orientated rather than health care.

Two weeks later I decided to postpone surgery as I was going on holiday and concerned about possible post op complications when abroad. But when I called Optical Express I was told that I could not get a refund but could reschedule my appointment. I was not happy with this as I was requesting my own money back until I decided on a more convenient date.

Luckily this led me to this website and I will not in be dealing with them in any way in the future and would like to stop other customers having the same experience as myself.

I have spoken to Optical Express Customer Care on two occasions but they keep parroting their 72hrs cancellation policy.

I have not progressed any further in my attempts to get my deposit refunded, but after reading the posts here have no intention of giving up!

I would appreciate any advice from others what steps I should take to obtain my refund back.

Many thanks,

Cardiff clinic 27 May 2014 21:34 #422

  • Alison
  • Alison's Avatar
On the 11th May I foolishly paid a deposit of £395 for laser eye surgery at the Cardiff branch of Optical Express.

I felt pressurised into putting a deposit down to secure a 'special one time only' price. I was informed during this free consultation that I could cancel within 72 hours, without any problems, for an immediate refund.

Just 24 hours later, after finding this website, I cancelled via telephone and also sent an email to confirm my cancellation. I was told that it would take up to 7 days for a member of the refund team to get in touch with me and up to 28 days for a refund to be issued.

However, I was not contacted and sent emails and called on many occasions, only to be informed by OE that I had missed their call, even though no such calls were logged on my caller display.

I finally got through to the refund department on the 27th May and was told someone would contact me by the 19th of June. And that it is their company policy to allow 28 days for a refund. During the call, I was cut off twice. I asked the lady to confirm our conversation via email. She agreed, but surprisingly she has not sent me an email.

The 19th June is more than 28 days since payment so how can this be acceptable? I have also read that this is happening all the time to their customers. I only wish I had noticed this before paying my deposit!!!

I will warn everyone, about the disgusting treatment Optical Express offer their customers.

Please help me get my deposit back!

Deposit refund refused! 26 May 2014 13:09 #423

  • Keith Coello
  • Keith Coello's Avatar
Just minutes after posting below, I received a call from Jamie at OE saying that they have reviewed my case and on this occasion they will refund my £500 within 28 days!!!

I'm happy but not sure why it takes 28 days when they took my cash instantly! I recall my R.E. teacher saying God made the world in 7 days!!!

I will chase for them to process earlier and update this post.

Sasha, thanks again or your help and advice. If I had not found OERML only hours before my surgery I could have had one or both eyes damaged by surgery and paid them to do it!

Deposit refund refused! 26 May 2014 12:31 #424

  • Keith Coello
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I have been refused to be refunded my £500 deposit by Diane at the OE cancellation team. Her reasons were all about OE Terms and Conditions. I have been offered the £500 on glasses or contact lenses in store.

On mentioning this site she said the woman who set it up is unhappy after having laser surgery as she needs to wear reading glasses!!

I have spoken with Sasha I know it goes a lot deeper than just reading glasses.

I will now be seeking legal advice on getting my deposit back. I will also be leaving feedback across the web on any eye surgery site's I can find directing them back here. Hell I may even knock up some flyers and start handing them outside OE stores!

My consultation consisted of a very young girl dealing with the booking and finance. Then eye test and video with a young man in his 20's after putting eye drops into my eyes to dilate my pupils! I was then offered a special deal as the area manager was in the OE store. I was not happy with this deal so she went back and spoke with the area manager again then came back with a 'one time deal' on the day for 20% off.

If I had known about the risks I would never got past my consultation but the whole experience is watered over by the team, They even water over some of the video content with their figures of happy customers.

Diane offered me the chance of meeting up with my surgeon so he could address my many concerns if I go ahead with surgery. I was never informed that I could visit my surgeon at consultation.

I will update my post when I have come up with my game plan or OE do the right thing and pay me back my £500.

Deposit refunded! 17 May 2014 14:48 #425

  • Sanjay
  • Sanjay's Avatar
Got my deposit back after many telephone calls and emails.

Sent an email to Hugh Kerr on 03/05/14. Got a phone call on 05/05/14 from OE Head Office requesting my card details. Money was back in my account on 06/05/14!!!

Do not settle for the "money will be back in your account within 28 days".

I think the message that needs to be put out to prospective OE customers is to not pay the deposit on the basis of securing the "special price" they offer!!!!
admin: Unfortunately the people who pay a deposit didn't find this site beforehand, whereas those who do are then fully informed and unlikely to consider surgery @ Optical Express

To help warn others BEFORE they make their decision, please Tweet and 'share' OERML Facebook:

Decided Against Surgery! 07 May 2014 09:28 #426

  • Crooky
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Just had a telephone call from Merryhill OE, chasing me for 499.00 for glasses I ordered after being offered a shop credit instead of a refund for cancelled surgery,

I had great pleasure in informing them that I had cancelled the glasses with Huge Kerr after he personally called me to offer a refund, after a complaint email sent to David Mousdale.

Merryhill OE said sorry, it was lack of communication from head office. Not surprised.

Another DEPOSIT refund refusal! 07 May 2014 09:21 #427

  • Nadia Bailey
  • Nadia Bailey's Avatar
After a phone call Sunday 4th my deposit refund was in my bank yesterday!

There was no mention as to their turn around or any apology regarding their original shoddy treatment of me as a customer - but I was not about to argue until the money was safely in my bank! Now the letters of complaint will begin!

Sasha I shall be donating to your cause tonight.
Take care.

No refund form Hugh Kerr! 05 May 2014 19:24 #428

  • Gordon Grant
  • Gordon Grant's Avatar
Still no refund as yet and no contact from Optical Express.

Another DEPOSIT refund refusal! 02 May 2014 09:54 #429

  • Nadia Bailey
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After posting my previous message on 28th April, I received a call from OE on Wednesday 30th stating that miraculously after speaking to "management" and as a "gesture of goodwill" they would be refunding my deposit!!!

I queried their ridiculous process of taking 28 days to refund MY money, but they were insistent that it could not be refunded sooner. As I can see from previous posts, this is an ongoing issue they need to remedy.

I will update further once my money is EVENTUALLY given back to me.

Thanks to Sasha for her help and guidance and who shall be getting a much deserved donation for her campaign. Everyone who can, please do the same, however small!

Another DEPOSIT refund refusal! 28 Apr 2014 18:27 #430

  • Nadia Bailey
  • Nadia Bailey's Avatar
A number of weeks ago I attended a consultation in Birmingham and I asked if I could change my mind if I agreed to the surgery and was told an emphatic "yes". At NO point during the consultation was I told about the 72 hours cancellation policy if I paid a deposit. Drops were also placed in my eyes blurring my vision and therefore I did not read the info pack I was given on the day, nor was I even told about the importance of reading the small print.

A few days later I was contacted by the store offering me a discount as long as I paid my deposit that day. I again refused stating that the cost was too high and I could only consider it in six months time.

They rang back again saying that the head office had agreed to defer my payments until September 2014 if I booked immediately. I agreed and £395 deposit was taken over the phone. A week later I received a voicemail telling me that someone had made a mistake and my payments would not be deferred (no apology) but good news, it was still interest free!

I called the Birmingham store expressing my disgust at the mistake and the poor customer service. I said that I wanted my deposit back as I had paid it only after agreeing the conditions of my payment plan on which they had backtracked. I was told someone would get back to me.

The next day I got a call from 'head office' advising that they would be willing to defer my monthly payments as they now agreed the mistake was theirs. I agreed to this only because they'd called me at work so I was under pressure needing to end the call.

However, I already had niggling doubts given my high prescription and the cost of surgery, then with their unprofessionalism I decided against treatment and called to cancel.

Surprise surprise, they are now refusing to refund my deposit despite me pointing out that I paid it without being informed of the 72 hour cut off period.

The store pressured me with numerous calls, took my deposit without telling me I could only change my mind within 72 hours and when I have attempted to put my case across to them I've simply been told "you were given an information pack" as if this is an acceptable reason to keep MY money!!

I will get my deposit back even if I have to take them to court.