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Ongoing refund problems! 25 Apr 2014 10:57 #521

  • Gordon Grant
  • Gordon Grant's Avatar
After being promised a refund two days ago still no phone call requesting my bank details. I tried calling OE customer services but was put through to an answering machine!

If it's this bad getting a deposit refunded I can't imagine what people go through if they suffer problems after surgery!

Refund granted 23 Apr 2014 17:57 #522

  • Gordon Grant
  • Gordon Grant's Avatar
Thanks to Sasha I have received a phone call tonight offering a full refund as a goodwill gesture. Someone will call and take my details and it should be back in my account in 28 days

Excellent news. Can't thank Sasha enough.

admin: If you paid deposit by card then refund should be similarly credited back to your a/c same day!

Decided Against Surgery! 23 Apr 2014 13:12 #523

  • Gordon Grant
  • Gordon Grant's Avatar
I have just had a representative from Optical Express contact me regarding my deposit. He told me my money would not be refunded but I could use the amount to purchase glasses from OE or as payment towards future surgery.

He also said I could have Optical Express gift vouchers for £390. So they refuse to refund my cash but will hold on to it and generously allow me to spend it in their store!

I explained that I was not informed of a 72 hours 'cooling off' period by the salesman when paying my deposit.

I have no intention of letting this drop until I get my refund.

Sales pressure!! 23 Apr 2014 11:50 #524

  • Gordon Grant
  • Gordon Grant's Avatar
I have decided against surgery after having a 'no obligation' consultation in Edinburgh last Friday.

When I went for the consultation I had eye drops administered to each eye. Then I was told that i was suitable for surgery and ushered through to speak to the salesman to explain my options.

I was advised that it would cost £3900 in total but there was a special April offer and if I booked immediately I could have a £900 discount.

With no time to walk away and think about it, feeling disorientated and pressured to make a £390 deposit, I was directed to sit down at a computer screen that I was unable to focus on and told I was in charge. I explained I couldn't see anything so the young salesman pointed at two boxes on the screen telling me to just click on them to set up and confirm a credit agreement.

I have talked it over with my wife over the last two days and decided that it would be best not to follow through with the surgery.

I called OE and cancelled today and asked about a refund of my £390 deposit but was informed that the customer service "could not deal with that" and that someone from cancellations would be contacting me to discuss it. So far I have heard nothing.

At no point during the consultation was any cooling of period mentioned nor was I told the £390 deposit was non refundable. If I'd been told that I would have called a halt to the consultation and taken sufficient time to sit down and think about my options before committing.

I will pursue my refund by legal means if that's what it takes.

Refund received 17 Apr 2014 18:53 #525

  • Rory
  • Rory's Avatar
I received my £500 deposit back. I have to say they were courteous, friendly and polite.

Thanks Sasha for your help

Decided Against Surgery! 11 Apr 2014 11:10 #526

  • Shadow
  • Shadow's Avatar
Just an update to say, after following the advice from OERML, Optical Express are today processing my deposit refund.

Thanks again for the help Sasha :)

Good luck.

Refunded 11 Apr 2014 10:58 #527

  • Alan
  • Alan's Avatar
Sasha just to say deposit landed in my account at midnight

Many thanks

Disgusted!!! 09 Apr 2014 21:28 #528

  • Tayyiba Malik
  • Tayyiba Malik's Avatar
I booked my appointment and decided to go ahead with laser surgery after being put on the spot and pressured to make a decision at my consultation.

i paid £750 deposit but later decided to cancel within the 72 hours cool off period. After numerous calls and a rather rude dealing with a member of the cancellation department - who said why did I bother to book surgery if I was later going to change my mind, I still haven't had a call back to discuss my refund.

It is now around 3 weeks later and I can say I would never trust or recommend Optical Express even if they offered the treatment for free!

Appalling customer service, so I can only begin to imagine how bad the surgery aftercare would be!
admin: Please send your number and I will call you: This email address is being protected from spambots. You need JavaScript enabled to view it.

Refund!! 09 Apr 2014 20:14 #529

  • Steven H
  • Steven H's Avatar
Alan, I see that Sasha has been working her magic again. Fighting for justice.

Refund!! 09 Apr 2014 10:06 #530

  • Alan
  • Alan's Avatar
Hi - would like to thank you Sasha, this morning had a call from OE to say they will now process my deposit.

They have taken my card details and said it can take up to 2-3 days and have sent me a confirmation email.

Once again Sasha. Thank you
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