Deposit Refunds

Hello
Is there any chance to get back deposit if I cancel after 7 days? Not nice guys OE!
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admin: Hi Arturas… Yes, I have your details and will call you next week

Hi
I am having the same problem as others. Waiting for my deposit of £500 which they have not returned. They say there are having admin issues but I suspect it is cashflow. Disgraceful customer service. My money was due over 2 weeks ago but nothing. As with some of the previous writers it was the surgeon that decided I wasn’t suitable. I've been onto Barclaycard to get a chargeback.
I would not recommend anyone to these people.

I had my surgery cancelled by the surgeon on the 22 January 2016 as my eyes were no longer suitable for treatment despite being advised I was a good candidate during the consultation. Optical Express committed to refund my money (deposit of £395.00) within 25 working days. It is now 29 February and I have been advised they will refund my debit card on the 14 March 2016 (this is well over 25 working days). When I originally contacted the customer services department on 26 January I was informed that my refund was being processed.

:sick:

I wonder what made me pay a deposit to this unethical company who have little sense of customer service?

I spoke to Lynsey Shaw and Janet (?) and both kept repeating their company policy. Don't pay any deposit to them because they do not refund it within 28 days if you cancel!

Be careful as they will try to force you to have surgery - when my finance was denied they told me to get my husband to finance it.

I have just had a telephone call from Lynsey Shaw to tell me that my money will be refunded. She has taken my card details!

I have been so badly treated by this company. I was advised to have both laser eye surgery and then lens replacement when to do so would have been dangerous. I kept begging them for a refund after they took my £4500 before Christmas and I am under no illusions that without Sasha’s help and this website I would have got nowhere.

Having read all the horror stories on this site, I realise I need to be very careful who I allow anywhere near my eyes!

I had my surgery cancelled by the surgeon on the 3rd December 2015 as my eyes were deemed not suitable for treatment despite being advised I was a good candidate during the consultation. Optical Express committed to refund my money (deposit of £1,595) within 28 days. It is now 4 February and I have been advised they will refund my debit card on the 23 February (this is well over 60 days) after numerous calls to their customer services department. I do wonder if you didn't actively call if they would bother to refund at all. This is unacceptable and I am considering visiting their store this week and not leaving until the amount is paid back to my debit card. I have asked to escalate this and am feeling like I am not getting anywhere - I am very dissappointed by their lack of response.
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admin: Hi Sarah, pls send your number info@opticalexpressruinedmylife.co.uk

After posting my previous message ad taking advice from Sasha I have now been told by ‘Robert’ that my refund is being processed, but it will be 28 days from the date I first saw the surgeon.
This is an unacceptably long time to hold the best part of MY 5 thousand pounds - presumably for the interest they’ll earn over 2 months!
I intend to complain to trading standards and other relevant organisations. I will also be asking Optical Express to add interest to my refund.

Dear Sasha,

I would be grateful for any advice as to how to elicit a refund from this dubious company.

Last year I was subjected to a high-pressure sales technique in MILTON KEYNES and agreed to have laser eye surgery at a cost of £4,500, even though as it transpired afterwards I was not a suitable candidate being 56 years old with a strong family history of cataracts.

This is something I worked out for myself days before I was due to have the surgery, but by then I had paid in full.

I then asked about lens replacement as I thought it the best option. I particularly wanted multifocal lens replacement and went to a consent appointment at the Harley Street clinic, where the surgeon Dimitris Kazakos told me I couldn't have multifocal lenses as I was diabetic, my retinas were bleeding and I was going to have "problems" in the future.

Having said all that he announced his intention to insert a mono vision lens in each eye. It was all horribly frenetic and rushed - not least because I had been sitting waiting for over 2 hours, because the staff "didn't know" I was there, despite my having announced my arrival to the receptionist.

The following day I went to the local NHS eye clinic where staff screened my eyes for diabetic retinopathy. They advised me not to go ahead with surgery pending further investigations. I was also told I should never have been recommended for laser eye surgery in the first place.

Straight away, I told Optical Express about this, saying I wanted to cancel and I wanted a refund. They said a member of the team would call me back.

Needless to say, no one returned my call.

I then emailed (twice) the salesman who had taken my money with such alacrity, however he has chosen not to respond!

I feel a complete idiot and very stressed and depressed by the whole experience.

I have never hidden the fact that I am diabetic and that I am 56 years old.

I cannot afford to lose this money; I have given up work owing to family illness, and only thought it would be easier getting up in the night not having to grope in the darkness for my glasses.
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admin: Hi Claire, pls send your number info@opticalexpressruinedmylife.co.uk

Was cancelled by OE as told on the day by surgeon that my eyes weren't suitable. Had paid £4000. This was 11th December. Am still waiting for refund. Every time I call, the customer services can't get through to the accounts dept allegedly......
I am considering legal redress.
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admin: Be glad your eyes weren't suitable!!
Pls send your number info@opticalexpressruinedmylife.co.uk

:evil: I have been involved with Optical Express twice, both times considered a candidate for surgery, and both times someone changed this advice at the last minute.
The first time I paid only £500 deposit, the whole refund procedure was a joke...they never call, it never happens on the day they say it will finally I got my money back so this time around I was more wary.

This year after my eyes had deteriorated more went back for another consultation, the branch in Reading gave me a price they would "standby" whenever I wanted to take up the surgery of £4300 or £4800 dependant on the quality of RLE lens I opted for this was in March. Due to a busy year I looked at this again in September and went all the way through to consent querying prices only to be told that I should know what I am paying, finally I spoke to the Branch Manager in Reading only to be told the information I had been given was incorrect and they couldn't do the procedure for less than £5800 a cool £1k more than the price I was guaranteed, needless to say I cancelled on the basis that they did not stand by their own promises which I had in writing. I was then contacted by Customer Services, needless to say they try and offer service when they want money from you...

We finally agreed on £4800 surprisingly one of the initial amounts they quoted me however I would need to pay in full which I did, surgery booked for 16th October I was at the point of having surgery when the Surgeon advised that the treatment would be controversial as the benefits may not be outweighed by the loss the distance vision approx. 40% this sounded a lot and worried me, I cancelled surgery and was told at White City this would not be an issue.

The refund team would call me and arrange the refund, which sounded ok, however they didn't I called them only to be told I had asked to speak to a Senior Consultant about treatment, this didn't happen for another week, needless to say I didn't want to speak about the procedure I wanted my money back.

The refund then was to be paid back in 28 days, which was the 21st November, once again no call, they now call as they do not keep records of payment cards.....I called them, they have an internal issue which means I wouldn't get my money back until 9th December, no other explanation just galling "insincere apologies" nothing they can do, you cannot speak to a Manager as they aren't available ..... 9th December nothing... I called them again to be told they would process in the refund in the next 24 hours so 10th December again no call, and I was advised they only do refunds in the afternoons, what a joke!!!!
An email followed stating the refund had been processed but would take 4/5 days to clear dependant on my card holder, this was a debit card, they received cleared money in a matter of hours I cannot get a refund from them for another 4/5 days, I contacted the bank nothing pending.... it is now 12 December....

Their so called Customer Service is all one way as long as they are receiving, should I ever decide to follow through with eye surgery I will not use Optical Express, my sister has exactly the same problem... I would advise steer well clear