UPDATE
admin: Valerie received full £500 refund.
______________
Dear Beautiful Eyes Help Person,
I was about to go head with the Refractive Lens Exchange procedure with Mr Dimitri Kazakos at Optical Express in Harley Street.
I came across your website and became concerned as I had not had good customer service from them since I paid £500 deposit after the initial eye tests.
1 I heard nothing from Optical Express for 2 months after my initial appointment in October 2023, or to make an assessment of my eyesight or to send a confirmation of the £500 deposit paid.
2 I finally made contact with a member of staff (Robert R) by email in December, but he failed to respond to my request for an appointment and his email contained no phone number.
3 I sent an email with a complaint about hearing nothing for 3 months, and then Kimberley B got in touch, although without apology, and when I asked for the paperwork she was referring to, which I did not have and was supposed to sign, she sent me a pdf.
4 There were about 25 pages for me to print out and sign. I later rang one of the many 0800 numbers to ask for the OE brochure to be sent and complained that I should have been given the information instead of having to print 25 pages out myself.
5 I did not know what surgery I was supposed to be having at that point as it had not been explained in any detail when I had the eye test, nor what options there were to consider. I also could not remember the cost as the consultation was so long ago and I had nothing in writing.
6 I finally made an appointment for the procedure via Kimberley B on 30th March, which according to another enquiry I made on the 0800 number was for the Refractive Lens Exchange operation. I had not been aware of two procedures, one for mono and one for multi focal lens and due to Kimberley’s scheduling I was meeting with the consultant only 4 days before the surgery on the 30th. However, I was supposed to pay the whole balance of the surgery costs of approximately £6000, 7 days before my pre surgery consultation, without first meeting the surgeon.
7 I started to feel nervous about having to pay this amount before having a chance to ask questions and find out the risks and benefits. So I cancelled the procedure 8 days before the Pre Op appointment, and the conversation I had with someone on one of their 0800 numbers was brief and I was told a member of the cancellation team would ring later that day.
8 No one called so 2 days later I rang again on the 22nd. This time I did receive a voicemail to say that my refund is being processed. However, this is for only £250 not the full amount.
This is not good enough not least In view of the issues I have had, and the arrangement of only meeting the surgeon, Mr Dimitri Kazakos AFTER paying £6000.
i want the total deposit of £500 returned. Please can you help me?
Thank you, Valerie Dennis
_____________________
admin: You had a lucky escape, as Dr Dimitris Kazakos has damaged countless numbers of patients!
He has been, and is being, sued by dozens of them. Yet Optical Express salespeople recommend him as their ‘best surgeon’ 👀
Please send your phone number: sasha@opticalexpressruinedmylife.co.uk