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Decided Against Surgery! 03 Jul 2014 10:10 #501

  • Samantha Beirne
  • Samantha Beirne's Avatar

I am so glad I have discovered this website! I see that you have helped others with a similar problem. I need help with my deposit as I have spoken to Optical Express who refuse to give me my £400 back.

I was booked in to have my surgery on Saturday 28th June at Shaftesbury Avenue but I had my previous consultations at Harley Street where I was told that Lasik would be the recommended procedure for me. I was pleased and had mentioned that I would only like to go ahead with the treatment if it was Lasik as Lasek requires a longer recovery time and I am unable to take up to a week off work.

I arrived at the Shaftesbury Avenue branch where I was tested again, one of the exact same tests that I had in Harley Street, only this time the shape of my cornea was not suitable for Lasik as it is apparently unevenly attached to my eye. I had some drops and tried again with the same results. I do not wear contact lenses so this was not a result of that. I was told that the only surgery I could proceed with was Lasek which I had specifically said I did not want.

It was not made clear to me in the consultation that this would happen. I do not understand how they could not tell me I was not suitable for Lasik even though I had to go into Harley Street twice where they did the same tests twice (which I have made a separate complaint about).

I would like a full refund as I have been very unhappy with the service and I feel like I was tricked into paying the deposit and going to Shaftesbury Avenue where they probably thought I would more likely proceed with Lasek as they already have my deposit.

Kind Regards,
Samantha Beirne

Decided Against Surgery - deposit withheld 30 Jun 2014 18:31 #502

  • Rachel Misra
  • Rachel Misra's Avatar

I'm Rachel Misra.

I'm really shocked and saddened to see how many people are facing the same issues as myself.

I was really keen to hear more about laser eye surgery, however before I knew it, I had been pressured into paying a £400 deposit by an incredibly pushy sales person. I felt uncomfortable and confused with the eye drops and didn't really know what I was doing.

The eye drops also meant I couldn't read any of the documentation.

When I left the surgery, I was completely blinded. Optical Express did not tell me that the eye drops would make seeing in the sun completely impossible.

I changed my mind about the surgery after researching more online and realizing that I was in no way ready to book the surgery.

I called up within a few hours of paying my deposit, however struggled to get my surgery cancelled despite this due to teams not being in, and the sales people being reluctant to cancel the surgery despite my insistence.

When I first paid my deposit, I was assured that should I change my mind, I would get my deposit back within a few days. When I said 'It would be less than a week, right', this was confirmed.

Upon cancellation, I was told by Jamie Steward (Cancellations Team at Optical Express) that I would have to wait 28 days.

Waiting 28 days for a deposit that I was assured would be returned in a few days is completely unacceptable.

I hope lots of people will see these posts before they decide to go with Optical Express.

You're treated like a number, rather than a person.

Decided Against Surgery! 27 Jun 2014 14:30 #503

  • banker
  • banker's Avatar
Did your agreement say you have to wait 28 days for your refund?
If you paid by credit card they took your money immediately, call your bank and complain. If enough people complain the credit card companies will stop accepting payments from Optical Express.

Decided Against Surgery! 26 Jun 2014 12:32 #504

  • Danielle
  • Danielle's Avatar
I have just looked on this site and I am going through the same issues myself , after writing a complaint e-mail to Customer services I have just had a lengthy call to discuss my experience and why I am cancelling , they have told me I will get my deposit back in 28 days, are they just fobbing me off?

Cardiff clinic 13 Jun 2014 22:13 #505

  • Alison
  • Alison's Avatar
I just wanted to let you know, that I have had my deposit back on the 6th of June.
Thank you so much Sasha.x

Cancelled Lasek 06 Jun 2014 12:52 #506

  • Alexandra.
  • Alexandra.'s Avatar
I had a free consultation in Cheltenham on Thursday 5th June and ended up paying not just a deposit but £1500 in cash, because it seemed too good to miss. They quickly booked a surgery date for the 18th June after the guy phoned head office to get me a discount, which made me feel under pressure to pay immediately.

The price was reduced from more than £4000 to £3500, and they used a sense of urgency selling technique which I recognise as a sales person myself.

I only agreed to it because no one told me about the many different potential risks, which they just glazed over and I felt they wouldn't have mentioned at all if I hadn't asked. They failed to tell me about the drug they use with Lasek that isn't approved, I can't remember the name* and it's not metioned in my contract.

So after being rushed into a decision that I should have been given time to consider, I paid £1500 cash toward the payment. They put in in their safe and that was it.

Now I've changed my mind for many reasons, mostly because I don't trust them with my most precious sense and they failed to tell me a lot about the risks involved and it was so rushed I feel like they're just after my money.

I phoned them today and they said they would send me a cheque within 28 days, but this is ridiculous as I paid cash. I've read the post here so I know they can pay direct into my account as they've done it before, so I refuse to wait 28 days for a cheque that may never arrive.

I want my full refund of £1500 paid into my bank account by Monday 9th June or I will take this matter further and complain to Trading Standards and whoever else I need to.
admin: * Mitomycin C aka MMC

Cardiff clinic 02 Jun 2014 23:13 #507

  • Alison
  • Alison's Avatar
Updating my status, on the 28th of May, just 24 hours after posting, I received a telephone call from Nicola informing me that a refund would be issued and my money back into my account within 3-5 working days.
No money back yet :(

I will keep you informed of my status.

Decided Against Surgery! 01 Jun 2014 20:24 #508

  • 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 #509

  • 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 #510

  • 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!
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