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WASTE OF MONEY - NO AFTERCARE! 26 Feb 2015 18:49 #71

  • CARL M
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My husband Carl paid £3090 for Wavefront Intralase-Lasik eye surgery in March 2009 at Rosen Eye Clinic (owned by Optical Express) in Salford Keys. The surgeon was Mr Faqir Quazi.

He has had regular eye tests since but on his last appointment 2 years ago he was told that his distance had deteriorated and he could need glasses in the near future. We went to the Stoke on Trent store in November 2014 as his distance had deteriorated even more. The optician there suggested an enhancement and we went for tests on 28th Jan 2015 at the Manchester Deansgate Clinic. The optician told Carl his eyes were not stable and asked him to return in 4 weeks to complete the tests when he would put him forward for corrective surgery. We asked them to confirm there would be no charge for this but I received a call to say it would cost £3790 - less 20% discount!!! Strangely enough almost the full price that we originally paid. We were totally shocked!!

At the original consultation in 2009 the optomerist Jayne Owen told us he was a perfect candidate and could expect a good result. Even at the age of 58 he would not need glasses for distance again but that although his reading would initially improve in time he would need reading glasses for presbyopia with natural ageing. This he accepted but at NO point was it suggested that the distance would deteriorate at all, otherwise there would be no point in having surgery. An investment of over £3000 is not undertaken lightly and if we’d been told a 4-5 year improvement is the best that you can expect then it will have to be done again no-one in their right mind would have gone ahead.

The letter we had from OE starts with the line "Thank you for trusting Optical Express with your Laser Vision Correction procedure” !
Trust is certainly not a word I'd use. I think it diabolical that we are expected to pay again after only 4-5years of improvement. I have looked at the Terms and Conditions and nowhere does it state that the full amount needs to be paid again after a 4 year period. I am extremely angry about this and feel that we have been totally misled and mis-sold this procedure.

Anyone thinking of undertaking this procedure beware!! Save your money because you can forget aftercare!!

We indeed put our trust in OE to be sadly let down.

Regards
Jackie Milward

Email sent to Optical Express Clinical Services 15 Feb 2015 15:02 #72

  • Kathlyn Banks
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My name is Kathlyn and I had laser eye surgery at your Trafford centre clinic 5yrs ago. To my disappointment my eyesight has reverted back to my pre-surgery prescription and I am now forced to wear glasses again.
After traveling back to Manchester from North Wales on November 4th to be assessed I was told to come back in the new year and, as long as my eyes hadn't gotten any worse, I would be able to have the surgery again with no further charges.
I made an appointment on January 13th at the Chester branch as it is a lot closer to home. I was assessed and told my eyesight was stable and my eyes were suitable to undergo surgery once again. I was then told by the man at the desk that I would have to pay full price less a 10% discretionary discount!!! I told him what was said by the lady in the Manchester branch to which he replied that he'd need to look into it further but would call me by the end of the day. Surprise, surprise; I didn't receive a call. I called your head office but they had no details and, as the Chester branch is closed most of the time, they couldn't help but assured me I'd have a call from Chester asap. It was January 29th before I finally got hold of someone at Chester (they didn't call me!). A lady called Angela told me that I'd have to pay nearly £3k to be treated as, despite 2 of your opticians telling me my eyes were suitable, for some reason I now could only have the top rate surgery but would
need to pay full price! When I explained to her what was said previously, she said that she'd need her manager (based in the Liverpool branch) to call me. That was just shy of 2weeks ago and I still haven't heard any further!
My husband has been speaking to KC via Twitter, who is quite proud of the fact that your treatments are permanent (we know differently though, don't we?) and when pressed for more info they have said someone from your head office would be in touch. Again we've had no further contact. I'm not happy with my experience at all. I'm sure if I was a new client looking to spend £3k then my calls would be returned.
In short I would like either a) my eye surgery at no cost to myself, restoring the eyesight I've enjoyed for the most part of the last 5yrs or b) a full refund from my original surgery.

I look forward to your response,

Regards,
Kathlyn

NB: I no longer want surgery, just a refund!

Thousands of patients suffer surgery failure. 13 Feb 2015 19:17 #73

  • Fay Farrow
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When I was 21 years old, I visited the Optical Express Gateshead metro centre branch in April 2011 and met with Fiona Patterson to discuss laser eye surgery. I had all the tests required and was told the surgery would cost £2691. As I was so sick of wearing glasses and contact lenses I agreed. I visited the store on 7th April 2011 and again met with Fiona, I paid £1691 upfront and agreed to pay £100 over 10 months to cover the remaining £1000. My surgery date was then set for 29th April 2011.

I returned to the store a week or so later for post op checks and was told everything was fine, at this point my sight had improved but wasn't excellent. I made them aware of this and was advised I had to give it time to heal. I then recieved a letter to say the metro centre branch was closing and that I would have to deal with the newcastle branch in future.

I then passed my driving test in June 2012 and when driving at night I discovered bursts of light around car lights which I struggled to see past and I could hardly see the road in front of me. I made an appointment at the newcastle store approx aug 2012 and again usual eye tests were carried out. I was told there was only an issue with one eye and that it could clearly be seen that my sight had deteriorated. I was advised to make another appointment in a few weeks. I did this and again attended the appointment I had tests again and discussed the laser eye surgery, I was then told by the optician that i had only been given a standard eye test as they hadn't realised that I had the laser eye surgery. I was advised that I needed glasses with anti glare lenses to drive, I was told they only stocked designer frames and the cheapest standard set of glasses would cost £149. I asked if these would be paid for due to the high cost of the laser surgery and I was told I would have to pay for these upfront. I paid this and collected the glasses a week later. I then disputed my case and contacted the head office based in Glasgow, I was again told I wasn't entitled to a refund. I spoke to numerous people over a period of approx 6 months and eventually I recieved a cheque to reimburse me for the cost of the glasses but not the surgery!

I made another appointment at the Newcastle branch and this was with one of the surgeons in approx Nov 2012 he examined my eyes again and stated that due to my large pupils this would prevent the surgery from working correctly. I asked why I wasn't told this before the surgery went ahead he stated he didn't know. He then gave me some drops which he stated would reduce my pupil size when driving and enable me to see properly and would take away the star busts from the lights , he also gave me 2 eye discs to hold up to my eye whilst driving to see if that would work. He stated a few people had the same issue and that they were prepared to re do the other patients. I stated I was advised that my sight would deteriorate after ten years not 18 months! I went away and tried the drops and discs and surprise surprise these didn't work either.

I'm afraid to say I didn't make any more appointments as I was fed up of chasing them and going backwards and forwards for nearly 2 years. I now have to wear glasses all of the time as my sight has deteriorated so bad and as I am only 24 it can hardly be blamed on age!

Optical Express Leeds 11 Feb 2015 20:06 #74

  • SuzanneS
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I had an initial consultation a short while before, and was told that I was suitable for the LASIK procedure, which meant a shorter recovery time. I paid approx £2800 for the procedure (was supposed to be £3400 but I received a discount for proving a family member worked for the NHS).

I arrived on the 24th for surgery only to be told that due to the shape of my eyes I was in fact not suitable for Lasik, and would have to opt for Lasek. I was advised that they would refund the difference (which took ages to actually be refunded). The lady said that Lasek surgery would just mean that recovery would take a little longer. I remember asking if it was a much more painful procedure, and if the pain afterwards was a lot worse, and would I be able to care for my young son.

She advised that it wasn't painful during surgery, and that every patient is different afterwards and it depends on your pain threshold. She said it would take an additional few days to recover. At no point were the risks of this procedure explained to me.

As I had prepared myself to have laser eye surgery that day, I felt very disappointed that I couldn't have the procedure I wanted, and asked them why do they bother arranging an initial consultation with somebody who obviously isn't that experienced, if they were then they would have known I wasn't suitable and it would have given me longer to research it and think about it.

I was told I could have a short period of time to think about whether I wanted to go ahead or not.

I felt like I had to go ahead as I was there and things had been organised.

By the time I had arrived home I was experiencing excruciating pain in my eyes. I can only describe the pain as my eyes being on fire and then being stabbed in the eyeball with a knife that had been used to cut onions. I have never ever experienced pain like that before (I nearly died in during giving birth so I have been through a very painful experience before!)

I panicked, I thought I was blind, I couldn't open my eyes. I thought it must have gone wrong as surely it wouldn't be legal to carry out this procedure if it had these consequences, especially without advising me that it could he this painful. My husband phoned the helpline, they simply said this was normal and that I had to do my best to prize open my eyes to put drops in.

I was screaming in pain, punching the walls, punching myself. I was beside myself.

Nearly 2 years down the line and I am still suffering. At my follow up appointments I completed a survey each time, and always stated that I would not recommend the procedure, that I deeply regretted having it done and that I was having problems. I am unsure as to why they ask you to complete the survey as they never followed it up.

The consultant said my eyes were fine every time. I explained that I kept having very dry eyes. There are some days when either one or both of my eyes are so sore that I can't even open them, or have to wear dark glasses indoors.

I gave up on attending appointments as I felt like nobody was really listening to me and they always said my eyes were fine and would get better in time. And I no longer have the trust in OE to allow them to check my eyes.

Khalid Khan ruined my eyes 11 Feb 2015 16:46 #75

  • Kirsty O'Brien
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I had lasik surgery in 2013 thinking this is it, no more glasses, I will be able to see in HD as I was told. But unfortunately this is not the case :(
My prescription was only small and my surgery was mainly for astigmatism, which is still there and affects my vision at all times.

My distance vision and my close up vision are now both very poor, and my eyes are very dry and get quite painful. I find it very hard to see at night and car lights coming towards me are painful. I have problems during the day with any brightness and find I wear sunglasses all the time, even in dull days. Even the light from my laptop hurts my eyes and it never did before.

All this causes a lot of problems for me - and I was led to believe my eyesight would be perfect.

i went back to see Khalid Khan after I complained that I still had astigmatism and all he said to me was if I had more surgery it would make my dry eyes even worse and to take flax-seed supplements!!

When I googled his name Dr Khalid Khan is no longer on the Optical Express list of surgeons, but I found this!
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Eye butchers at it worldwide! 11 Feb 2015 10:50 #76

  • Mr Starburst
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"One of the plaintiffs, Hitomi Terada, 60, told a news conference on Wednesday that she has suffered from consistent burning pain and has to apply a cooling pad every few minutes just to cope.

I can’t open my eyes like before and I have contemplated killing myself,” she said. “I decided to file a suit so no more people will be victimized like me.”

The plaintiffs underwent the procedure between 2006 and 2013. But they were not properly informed about the potential health risks beforehand, and the operations by the two operators in Tokyo did not follow safety guidelines set by the Japanese Ophthalmological Society, the plaintiffs claimed.
"

www.japantimes.co.jp/news/2014/12/18/nat...h-woes/#.VNsjD41yaP8

Laser Eye Surgery 10 Feb 2015 16:40 #77

  • Suzanne
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I am suffering from dry eyes nearly 2 years on :-(
I don't believe that the risks were explained to me before surgery, and Optical Express couldn't really care afterwards and have constantly told me it's normal. If it's normal then they should tell you this beforehand!

Laser Eye Surgery 10 Feb 2015 12:57 #78

  • Lynn
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My husband and I both had laser eye Surgery at Optical Express in 2007, me at Harley Street and my husband at Bluewater. Whilst everything was fine for a while we now have to wear reading glasses and we both suffer from 'painless migraines' (like looking through a kaleidoscope) for a period of 20 mins when you cannot see anything. It doesn't happen often but we never had it before surgery.

I suffer from dry eyes and have had conjunctivitis. I use Blink drops every day as I use a PC all day so understandably that does not help. I only had surgery as I could not get glasses to fit correctly and my husband was fed up of not being able to swim on holiday in case he lost his glasses in the sea and the salt would scratch them. I don't know if any of these symptoms are caused or contributed by laser surgery, but it's a strange coincidence that we both have them, and the only warning we were given before surgery was that it would not stop "age degeneration".

Mr Julian Stevens @ Moorfields 30 Jan 2015 10:29 #79

  • Angry with nhs doctors too
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Mr Julian Stevens has made me very, very angry.
In the past few days, it has been brought to my attention that he passed on my NHS records, directly to my non NHS surgeon, without my consent.
Who the hell does this arrogant man think he is? He passed them on under the pretence that my surgeon had referred me to him; this was most certainly NOT the case.
I am so angry that I need to cool down, before I decide what I want to do about it. This man was not only horribly arrogant and callous when he saw me on the NHS, but also wrote copious amounts playing down my injuries. In my opinion, he did this because there is nothing that can be done to help me (his advice was worse than useless), and most of these surgeons cover for one another's disasters, convincing themselves they have done nothing wrong!
While still on the boil, I would like to mention that another doctor has reported that the adverse effects I am experiencing are severe and numerous, and Mr Stevens would probably be whimpering if he had to live with them; but of course he won't ever have to, because he would never risk his own eyes. He is happy to wear glasses. Do NHS refractive surgeons, who also offer laser eye surgery privately, really and truthfully make their patients aware of the risks?

Mr Julian Stevens ruined my life! 28 Jan 2015 15:29 #80

  • This Stinks !
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I find it morally repugnant that a surgeon 'filters off' a damaged patient from the NHS to their private practice, and has then profited greatly whilst leaving the patient worse off than before.

From all the complaints I've read about him, Julian Stevens appears to be no better than Optical Express!
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admin: This is on the agenda for my meeting with the Health Minister next week :kiss: