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I want my money back 22 Jul 2020 20:21 #1

  • alicekatedaisy
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So I hope I’m in the right place! I’m looking to go for a refund from Optical Express. After having LASIK surgery 9 months ago my vision has deteriorated and I’m struggling with headaches and general bad vision. When I mentioned this during an aftercare appointment quite soon after my surgery, I was told not to worry as it would settle down and my vision would become 20:20. I trusted the optician as after all, they are the experts aren’t they?!
It hasn’t settled, it’s got worse. I’ve tried to get in contact with them since February to discuss this matter and I’ve had no luck. I asked if my “aftercare period” would be extended due to lockdown and was told no, which in my opinion is disgusting! (The company really must be in trouble??)

My surgery was on 17th October 2019 in Cambridge with Dr Dipak Parmar. The Cambridge branch in particular have been shocking right from the beginning and quite frankly I wish I’d never bothered.
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Scratches & infection 20 Jul 2020 12:46 #2

  • Damaged left eye after OE Lasik
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Dear Sasha,

I’m hoping that you might be able to give me some advice relating to my treatment at Optical Express.

First of all, may I say a sincere thank you for all the work that you do for people that have been duped by these companies which are purely out for profit. I only wish I had done better research and found your website before I decided to go for it.o
I'm nearly a year after the laser eye surgery now and I'm only now starting to feel better both emotionally and in terms of my eyes, although the vision in my left eye is still bad. And I'm now starting to get myself organised to officially complain to OE.

I had the surgery in July 2019 with Dr Manek Patel and ended up with scratches on my cornea from the surgery and a serious infection within one week. Unfortunately, due to lack of decent post-op care, I did not reach out to them until it was clear that it was serious, four days after symptoms first emerged. I am left with scarring on my left cornea impacting my vision in this eye and somehow also developed astigmatism in the same eye, which I had no idea was even possible. You can see more information in the draft of my complaint letter below. It’s rather long so if you have any advice on the most important aspects to mention, please let me know.

I want a refund from OE. Do you have any advice you could share with me? What do you think the chances are that they would give me a refund? Do you think I should engage a solicitor before submitting this complaint? And should I submit an official complaint with the GOC and/or GMC? I just want to put this behind me as painlessly as possible. I feel like a mug for paying £3K for what I've gone through and I want my money back.

Many thanks in advance.

Best wishes,
Laura
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Streaking Lights 24 Apr 2020 12:16 #3

  • Johanna2020
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Paul F wrote: Hi
I had wavefront lasik in August 2012 at the Newcastle branch and immediately after surgery suffered from dry eye (DES) and light sensitivity, neither experienced before when my eyes were perfect in that respect.
After about 2 months I noticed light streaking from any light source when I blinked, made worse if my eyes watered or I put drops in.
At first it was most noticeable at night but gradually become more noticeable during the day when looking at a mobile phone, or light coming through the window.
If my eyes are wide open i don't notice this, but any kind of blind or partial closure of my eyelids and the streaks appear and lengthen dependent on how much i blink,
i still suffer from DES and light streaking 18 months after surgery and tend to notice the light problems more when my eyes are irritated, so I think they may be linked.
i have been back to Optical Express a number of times and had all checks done and they say my eyes are fine and that I only have minor DES.
i have visited my local eye hospital and again they can't find any problems besides DES, so I am becoming really depressed and beginning to give up on hope it will improve.
i have read similar stories on websites and no one has been able to find an answer to the light streaking, although I've read some suggestions it's caused by the tear film and/or the pressure caused by the eyelid when blinking.
Does anyone have any advise or answers to my problems as I really don't know were to go from here?
Many thanks,
Paul


Hello,

after 6 months Lasik surgery I see light streaks, but only when I am blinking with my eyes. Imagine the light streaks moving up and down each blink. This complication I have is a downward streak of light (bright light), that grows longer as I close my eyes I can see the streaking light from TV, computer screens, mobile phones, windows, but also outside from the sky or bright objects. Its worse in the dark.

This complication is separate from the glare and halo and starbursting (which is centric around a light source), and ghosting (which causes a single ghost image that manifests to any side of light source.) I also have those things, too : (

I have read similar stories on websites and no one has been able to find an answer to the light streaking, although I've read some suggestions it's caused by the tear film and/or the pressure caused by the eyelid when blinking.

Does anyone have that, too? Any hints / recommendation how to fix it? (Sclelas, Alphagan do not fix that.) Only thing that helps, if I am pulling away my eye lid from the eye. So that the eye lid does not "touch" the cornea of the eye.

Regards Johanna
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My Optical Express nightmare 25 Aug 2019 11:29 #4

  • benn859
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Hi all, I've copied and pasted the following from my complaint letter...

Last year I paid for laser eye surgery with Optical Express.

I agreed to the surgery as part of Optical Express' offer of "20/20 vision or better, or your money back" scheme. I was told I had a very good chance of 20/20 vision, although it was not guaranteed. My rationale was that I'd either have 20/20 vision ( my preference) or at worst, improved vision and a refund.

From the outset, the staff I dealt with at Optical Express were incompetent, at every level.

Firstly, after a screening at my Nottingham branch on the 21st May, I was given the go ahead for surgery. I was given a date, paid my deposit and told nothing else was required. I booked time off work to suit. I was then telephoned to be told I had to go back for a meeting with the surgeon, but I'd have to travel to Sheffield for this. This was mildly inconvenient, but gives you an idea of the lack of organisation.

At my Sheffield meeting, I was asked by the manager of the surgical area about my epilepsy. This was odd, as I've never had epilepsy. In hindsight, I strongly suspect they had the wrong details for me. After meeting the surgeon, I was asked to sit back in the waiting area, where I was left for nearly 2 hours until I queried, at which point they said I could have left 2 hours ago. Again, nothing that serious, but this demonstrates the calibre of Optical Express staff perfectly.

After the surgery date, 13th June 2019, I spent a few weeks recovering. Once the pain and discomfort subsided I was faced with two issues. Firstly my eyes were extremely dry. This was a side effect I was fully aware of. Secondly, my vision was blurry and I couldn't see properly. I was told this would improve over a matter of weeks or months and was given an assortment of eyedrops.

Since then, I have been to three appointments with Optical Express, all of which raised concerns about how poor my eyesight is. All I have been given is more eyedrops.

Since the start of 2019, I have become more and more concerned that my vision is not improving. I have made well over a dozen phone calls to Optical Express customer services, each of which has been met with a promise of a call back by a senior person.

At my final clinical appointment, at the Lincoln branch, I was promised my case would be reviewed by the surgeon, who would "be in touch shortly". This was 4 or 5 months ago now and he has not contacted me. I am being treated with utter neglect. I was entitled to 12 months of free care after the operation, I suspect the surgeon did not contact me during this time so as I'd have to pay for any future work. I cannot afford this so I requested a refund, as per the agreement I signed up to.

Exasperated, I made more calls to your customer service. On the 20th June I was promised an "urgent 24hr callback". This did not materialise. On the 3rd July I was put on hold for 15 minutes, only for the phone to be hung up on me. Again, at best this is incompetence at EVERY level. At worst, it's contempt for my health.

I called back that same day, and spoke to a manager named Steven Hunter, who outwardly empathised with my story and apologised. He promised to personally take charge of getting this sorted and would be in touch very soon. I have heard nothing. Not one call, one email or one letter from him since the 3rd of July.

The only competent person I dealt with during my whole experience was the woman who quoted me the price of the surgery and took my money. She was slick, professional and did not make any mistakes or delays in handing me the card machine.

I am at my wits end. I am escalating this complaint to you in the hope of an explanation of each of these problems and failures, details of what is being done to ensure they don't happen again and finally; a refund for the cost of my surgery so I can pay to have my vision corrected elsewhere.

In dealing with these issues, please consider how you would feel if you couldn't see your childrens faces clearly and nobody cared! I am livid!

Yours Sincerely

Ben Martin

Laser 'enhancement' 09 Jun 2019 12:34 #5

  • Sasha Rodoy
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Anonymous wrote: This is not a a horror story of sorts, it is more of a question to all those who have had Laser Eye Surgery with Optical Express. Since my initial treatment almost a year ago, I have been informed I have to have an enhancement procedure as my eyesight has deteriorated.

Therefore, my question is - has anyone had a laser eye enhancement procedure and if yes would you mind letting me know in either circumstance (good or bad) how it was? Did it make your eyesight better or worse or if there were any complications etc?

As the previous poster said, 'enhancement' is a misnomer (a pretty word I refuse to use for what is actually a retreatment), nothing more than a second attempt at fixing what they didn't get right the first time - in your case, within less than a year!

I knew within days of undergoing bilateral lasek surgery that I had problems: first the horrifying loss of my perfect unaided near vision, followed by new and more serious problems and pain presenting at intervals over the years ever since, so that I dread what I may face in the future.

Don't make the mistake of believing that it's only the high street clinics causing damage to untold thousands of people, because as a patient advocate I represent clients who’ve undergone unregulated and risky eye surgery performed by most other providers too, including Moorfields Private (Julian Stevens esp) and Optegra.

During my first 1-2 years post op, two surgeons were eager to retreat my eyes with laser, but not now. And that’s not because of who I am, but because my eyes have deteriorated to such an extent that more laser won’t fix them (tho I'd have to be certifiably insane to let anyone have a second go!), and my only option possibly lens replacement - NO WAY unless I get cataracts, and if that day comes I'll need counselling and tranquilisers just to get me through the clinic door!

And had I been offered RLE/NLR initially you would never have heard my name, because I’d have been out of Optimax so fast at the very suggestion of removing my (previously) healthy natural lens!

My point is, now suffering with MGD, photophobia, corneal neuralgia, blepharitis, and more... had I allowed anyone to retreat my eyes within the first two years of surgery, none of these problems would have been cured, but how much worse could they or would they have been by now?

And if you decide to have a retreat, what if that fails within a year, another one?

I no longer publish anything on True Stories, because since 2012, as both campaigner and patient advocate, I have spoken with thousands of people damaged by all types of refractive eye surgery, and I leave it to them to tell their stories, on Facebook or here on the forum, but I do recommend that you read Craig’s Story to help you make up your mind :kiss:
www.opticalexpressruinedmylife.co.uk/ind...p/true-stories/craig

Optical Express – Laser Eye Enhancement Surgery 09 Jun 2019 10:25 #6

  • Anonymous
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Firstly, the word 'enhancement' when used regarding further refractive procedures is a misnomer!

It is very risky to have a Lasik flap relifted 1yr post ops so you may be offered Lasek (surface procedure) which, if you had this 1st time around, will be a repeat of what you previously had done. Lasek causes corneal nerve damage (as does Lasik) & also involves the controversial 'off label' drug MMC (Mitomycin-C) being administered during the procedure to counter haze forming & the long term effects of this drug are unknown!

You've already played Russian Roulette with your most precious sense 1st time around, and if you merely have slight regression of vision, you're very lucky compared to thousands of others who have way more serious permanent complications which can include horrific pain!

Lastly, campaigner & OERML founder Sasha Rodoy had Lasek in 2011, suffered from serious complications, and continues to do so to this day!

Optical Express – Laser Eye Enhancement Surgery 08 Jun 2019 14:43 #7

  • Anonymous
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This is not a a horror story of sorts, it is more of a question to all those who have had Laser Eye Surgery with Optical Express. Since my initial treatment almost a year ago, I have been informed I have to have an enhancement procedure as my eyesight has deteriorated.

Therefore, my question is - has anyone had a laser eye enhancement procedure and if yes would you mind letting me know in either circumstance (good or bad) how it was? Did it make your eyesight better or worse or if there were any complications etc?

I would really appreciate your thoughts and advice on this!
Thanking you in advance!

20/20 Vision or your money back 24 Mar 2019 20:25 #8

  • Val Roberts
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Reames wrote: Did you have LASIK Laser Eye Surgery in 2009 and were you aware of the offer of 20/20 vision or your money back?


They are still offering that I believe. If that applied to me, I'd ask for a refund and if I didn't get it I'd sue for breach of contract. You'd have 5 years in Scotland, 6 in England. I wonder if anybody has ever done it?
Incidentally, certain post Lasik complications eg ecstasia can occur years after the surgery. I read about one case that occurred 10 years post surgery! I think it would be reasonable to argue in such cases that "time" didn't start to run for the purposes of time-bar until it developed and you knew or ought reasonably to have known it was caused by the surgery.
Tecnis Symfony lens patient.

20/20 Vision or your money back 13 Mar 2019 20:19 #9

  • Reames
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Did you have LASIK Laser Eye Surgery in 2009 and were you aware of the offer of 20/20 vision or your money back?

Thousands of patients suffer surgery failure. 24 Feb 2019 08:55 #10

  • Val Roberts
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I sincerely hope for this person's sake the surgeon says NO to operating on his one "good" eye.
Tecnis Symfony lens patient.