Deposit Refunds

Well after yesterday being the 28th day and me being told last night that they would call me today to process my refund, as I did not trust them I called them today and was passed to someone who took my card details to process my refund so now I shall wait for my money.

All this after 2 phone calls a day for the last 5 days, talking to them on the online chat once a day stating how illegal the practise is, sending a complaint email to them and informing them I had passed this information to trading standards as they had breached the contract and the consumer rights act.

All I can advise is do not let it go, call them as often as you can, email everything, I even went on the optical express facebook page and started leaving comments advising people to avoid at all costs.

I hope you all have some luck, this company is a joke and I would advise anyone who asks me about them to avoid.

Well I am trying to get a refund and tomorrow is the 28th working day and I am sure that they will do all they can not to pay.

I paid £500 deposit back in January but cancelled as they could not offer me finance even though they took the deposit before checking this.

I was advised 28 working days from the 22nd of January, when I called today (after not receiving a call back which they said they would 4 times) they advised it would take a further 7 to 10 days.

I have advised them if I do not receive by end of business tomorrow I shall take the matter further as they are breaching section 75 of the consumer rights act. They really do not seem to care and all they say is they will pass it on as urgent, how can this company even be allowed to operate

I shall be calling them first thing and refuse to hang up until my refund is processed. I wish I had read about Optical Express before even considering visiting the clinic

Looked at my Bank Account today and wow £4990 back into my account !!! Sasha you have been amazing in helping us get our money refunded after 2 months of waiting I'm so happy that this nightmare is over for us , You deserve so much credit for what you do . Good luck in the future X
:woohoo: :woohoo:

On 3rd September 2016 my wife & I visited Optical Express in Bluewater with the hope of Laser eye surgery being a possibility for me.
After examining my eyes I was informed by the so called consultant, who I will now call ‘sales woman’, that laser surgery was not an option for me. I thought this may be a possibility as I have a high astigmatism in one eye and a lower one in the other. I thought fair enough.
However the sales woman explained to me I would be much better going for lens replacement which was so much better than the laser surgery anyway as my prescription would be permanently fixed. I questioned this surgery as I had not heard of it and they explained it has been going on for years, longer than laser treatment, that its basically a simple cataract operation which is easily done and the bonus would be with new lenses that would be put into my eyes it means I would never get cataracts. Well it all sounded like a walk in the park, but bearing in mind I am an electrician by trade I needed more details, plus the price they quoted was £8590 and on my salary this was a small mortgage, so I said no.
The sales woman then contacted her manager Shezan Akhtar with the promise that he may be willing to adjust the price. He did, it dropped to £7,000 in just a few seconds. Still undecided, but told we could think about it but would need to pay a deposit and as long as we cancelled before any further consultations we would get the deposit refunded, but at least it would hold the price we had been offered, which was worth doing at such a great discounted rate .
Well here I am today trying to get my deposit back as I do not want to go through with the surgery after investigating whats involved. If my sight were damaged in any way then my career, therefore my quality of life, like so many others here would be finished. The lovely sales people at Optical Express have now become nasty, ramming a 7 day cooling off period down my throat saying that my deposit is not refundable. Bearing in mind my next consultation was booked for a months time and there was apparently every chance the surgeon may so no because of my eye problem this is utter rubbish!!
Scott who works in the cancellations department had a good old shout down the phone and then had the cheek to tell me to he would terminate the call should I continue. "Continue what" I asked, "listening to you shouting"!!! (though in fairness I did have to shout this as he was too busy shouting at me!!!
This could have been so easy as I need new glasses and my prescription isn't cheap, so I was going to suggest that we used my deposit towards new glasses, but I wasn’t;t given the chance!
This is no longer an option as all I want is my money back, and further research proves that I was duped regarding my deposit, which is just another word for scammed, because if Optical Express were true to their word then I wouldn't be writing this!!
Lets face it, Optical Express don’t give the best bedside manner to someone considering putting their life in their hands!
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admin: For help send phone number to info@opticalexpressruinedmylife.co.uk

Today I went back to Spec Savers where I get my glasses from to look at getting Contact lenses instead, and explained about why I had decided against using OE and lens replacement. The specialist there was very surprised that OE had not insisted on me using multifocal contacts for a few months before any surgery to see whether I thought multifocal lenses would suit me. She explained that single vision would always be better that multi, but at least I would have known roughly what to expect in the way of final results (assuming that the surgery had been trouble free)
This was something I had not thought of before her mentioning it, but makes sense now

Got my refund in full today, after a call from the refunds dept at the end of last week. I did have to threaten to stand outside their Bluewater store wearing a OERML T shirt, but it worked. Got my refund within days, but after I ordered the T shirt, lol. It has not arrived yet and should be here in the next day or two, so if anyone wants a T shirt in XL then let me know.

Went for consultation on January 8th and paid £500 deposit, then I cancelled straight away but they said I had to wait 28 working days for a refund. Once the 28 days were up I rang and they said I have to wait another 10 days even though they have breached the contract and still won't pay back the deposit. I have contacted my bank to retrieve money back after not getting anywhere with Optical Express. Don't think they have a refunds department.

Please could anybody help me
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admin: Email phone number to info@opticalexpressruinedmylife.co.uk

Hi ,the same has happened to me , went for the consultation , was told I was suitable to have the laser surgery , gave them £500 deposit , got an appointment to see surgeon on 28th December and surgery to be done on Jan 13/14 , but before I saw surgeon I received a call saying I needed to pay for the surgery so like a fool I paid another £4490 . The surgeon then tells me that my left eye is ok and that my right eye can be done but I would gain my short sight but lose my long sight , basically waste of time ,so straight away cancelled 28th Dec only to be told that I need to wait 28 working days for refund , after phoning them loads of times to get a definite date but being fogged off all the time , the 28 days were up 6th Feb . Only to be told I have to wait another 7 to 10 working days , rang again and again saying their breaking to law under their terms and conditions which they really don't care about .
so now we'll waiting for Monday 20th Feb to go through it all again
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admin: This is illegal - and totally unethical - do not wait until 20 Feb!!
Send your phone number for more details
info@opticalexpressruinedmylife.co.uk

We are having difficulty getting a refund after my wife visited the Harley Street Clinic in November. She paid for Lasik surgery and then changed her mind after considering the risks. I wonder if anyone has any advice - or contact details so I can escalate our complaint within OE.

Timeline:
30/11/2016. Initial consultation - money paid in full £4190.
6/12/2016. Called to cancel - told she was within 7 day cooling off and it was no problem.
7/12/2016. Accounts called my wife and she was told it could take 28 days to refund.

Nothing from OE for weeks. We kept checking to see if the money had been refunded.

1/2/2017. Called back - told yes our refund was overdue, but it would still take 7 to 10 days for someone to call back and take our credit card details to issue the refund. (That wasn't clear initially.)

12/2/2017. I found your website. (Amazing job by the way.) Now we started to get concerned.

If anyone can suggest the best way forward - small claims court or recover money through credit card company, or...

13/2/2017. In any case, I'm going to call them tomorrow and try to escalate to senior management if I don't get satisfaction. Will also start proceedings with my credit card company.

Thanks in advance for any advice.

Jason and Vesela Thomson
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admin: Send phone number to info@opticalexpressruinedmylife.co.uk

I am having the exact same problem, it is now over 40 working days and still waiting for my refund. When I call they say they will call me back and no one does. Do you have any numbers that I can try as I have still not got to the stage where I give them my bank details.
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admin: Send phone number to info@opticalexpressruinedmylife.co.uk