Help with £1000 deposit refund

And his reply was:


In order to clarify my decision I replied:


My next attempt to get my refund back as soon as possible was:


Today is the 29th working day and I still didn't receive a call or a refund.

I know now that I am one of the lucky ones, who didn't have the actual procedure and didn't pay thousand of pounds for it, but I do want my money back and I believe that things like this cannot be permitted and ignored in the future.
Anita Hernja

In November 2014 I decided to have Laser Eye Surgery with Optical Express after I did online research (unfortunately I didn't find this site) and their offer seemed affordable: free eye consultation and Laser Eye Surgery from £395. As soon as I showed interest I was bombarded with messages, calls, emails and letters, pretty much on a daily basis.

On the 31/10/14 I had an appointment at the Kingston upon Thames clinic and I was lucky to have my good friend with me. First we met Refractive Technician Cristina Florea who sent me to have tests with optometrist Elisabeth Vourazeri. They both seemed professional and nice and after the tests, we were sent back to Cristina to discuss the price and dates. Because I was suitable for any procedure I decided for the more affordable one: LASEK Standard for (discount) price £2500, which was still an incredible amount of money I was willing to pay from my savings. I paid a deposit of £395 and signed a Hitachi 10 month credit agreement.
The operation was supposed to be done by Dr Manek Patel on 21/11/14 at 9 am at Harley Street clinic. The date was chosen during my holidays in order to be able to have enough days off to recover properly. 3 days before the procedure I received a call informing me that I was not suitable for the operation we agreed and that I needed the more expensive one (more than £1000 extra). I was shocked and instantly realised it was less than 3 days until my operation which meant that, according to their terms and conditions, I was not entitled to a refund if I cancelled. After a few calls and my obvious dissatisfaction, I was told that I would get the more expensive procedure, iDesign Lasek, for the same price agreed in the beginning. That decision was made by Lawrence Mclaughlin over the phone and emailed to me.

I became quite suspicious at that point, but still followed all the instructions (didn't wear contact lens) and I was healthy on the day of the procedure. After an hour of waiting in the reception I was given a LVC Day of Surgery Consent form to sign, and eye drops for the last eye scan before the operation. After sitting outside the room for a while, I was called in by Dr Manek Patel who gave me a cold and brief explanation that I was unsuitable for the operation, because one of my cornea is oddly shaped (for some mysterious reason). He told me that I could return in a week for another scan and have the operation done if the shape changed, or if not I could come back whenever I wanted and hopefully my cornea will be in proper shape. After that I was given a tiny bottle of Hycosan drops for dry eyes which I was supposed to apply a few times per day and than call back for another appointment in a week's time. I was furious, disappointed and felt I was being treated like a fool. I don't even have to add that I have cancelled all my plans for holidays in order to have a post-operation rest!

As soon as I got home I sent an email to Lawrence McLaughlin:

Yes they have had my money since 13th November. I finally had a call on my mobile yesterday which didn't ring for long! I realised it was OE rang them back spoke to various people and then Lynsey who had approval to transfer the money back ( My money!!!! ) I gave her my card numbers and there appeared to be whirring noises as if a transfer was being completed so just waiting for the bank to confirm it has returned! I wish I had never stepped in an OE building!! I will post when the money actually hits my account and I have proof.

Thanks Sasha for all your help - there must be a way to get your website up earlier as had I seen it when I was doing my research I wouldn't have gone near them!

Good luck to all who are fighting for their refunds as they really really do not want to give you your hard earned cash back!

It appears I may be one of the fortunate ones who discovered this site before my surgery. I'm booked in for the 17th Jan.

I'm now looking for some advice on how to go about cancelling and obtaining a refund of my deposit.

I did a quick perusal of the web before going and was pleased with the trustpilot/OE reviews etc that seemed to provide mostly 5 star feedback. (I now realise these may be manipulated scores)

(admin: www.opticalexpressruinedmylife.co.uk/ind...pt-review-sites.html )

I went to the Cardiff store and was given the hard sell and was aware it was happening, but I had pretty much decided I wanted the surgery so I wasn't too concerned. (Although I was bemused when the receptionist undertook the first part of my consultation)

I was told I was a PERFECT candidate and advised to have the top of the range iDesign Lasik as there was no risk and I would DEFINITELY have 20/20 vision or better. I was told I could return to work and driving 2 days after.

I was not told about the possible issues with light sensitivity, ghosting, halo's etc
I even mentioned that I have had issues with dry eyes with my lenses, he said not to worry as I wouldn't need lenses after the surgery!

I was given drops that impaired my vision (8 hours later they wore off!) and handed documents to sign which I could not read. I made a not so wise crack about not being able to see what I was even signing and was assured that everything was in order and both members of staff laughed off my concern.

I was given a date immediately for the 17th Jan, which was about a month after my consultation.
I was then hustled into paying £400 deposit, nothing further was said, in fact she became so dis-interested in me after taking the payment I asked her if there was anything further she said no, said goodbye and walked back upstairs, leaving me in the lobby half blind and somewhat concerned.

I admit I much forgot about the surgery during the Christmas period, but recently saw OE feature in the media and decided to do some proper research.

After everything I’ve read about them here and elsewhere, it’s clear they did not highlight the dangers of the surgery or the true % of post op issues people experience. Their website review system is extremely biased, I can't even find a negative review, yet here you all are!

I feel I have been misled by OE over the procedure and was looking for some advice on how I can go about looking to get a refund.

Any help would be appreciated, thanks.
____________
admin: Please email info@opticalexpressruinedmylife.co.uk

So, just to refresh our memories; Optical Express have had the amount of £4,952 in their bank account since November 13th 2014!

"Lynsey apologised and thanked you for your patience"!

And for the interest on YOUR money!

Happy New Year!

I have still not received a call from OE in relation to the return of my refund - I will chase Lynsey Shaw again - just glad my bank have been helpful!!

If you haven't seen it have a look at the Observer Newspaper on Sunday, I think the other papers have picked it up now! Scarey!!

www.theguardian.com/society/2015/jan/03/...-but-all-blurred-now

Another update! My refund was not returned as promised by OE on the 24th December. No surprise there!

My husband spoke to Lynsey Shaw this morning and she said she has escalated it with their accounts team but it won't be until week commencing the 5th Jan! Even then it will take 3-5 working days to show on my account.

Lynsey apologised and thanked me for my patience!!


So they can take your money via an instant transfer but it takes weeks and weeks to get a refund!

I am sure they must be breaking the law keeping peoples deposits in the way that they do!

I can only say again, I am glad they have not touched my eyes and I can still see with specs!

I went to OE White Rose store in Leeds in November and was told by the optom that I was suitable for further assessments for RLE as the guideline had changed from 50 to 40 (I'm 42), and I would probably need a toric lens. I was asked to pay a deposit of £500 and if I wasn't suitable I would get it back.

I paid and later went for an assessment at Bridgewater hospital in Manchester, but the optom there told me because of my age and size of my eye I wasn't suitable, but she would speak to the surgeon.

It took two weeks for them to call me back to say definitely no.

So I'm waiting for them to call so I can get my deposit back.

I'm also confused about the age thing? Was I not suitable in the first place!

It has taken me a while to update as I have been ill with flu!

I have had no response from OE and have absolutely no faith in the fact they said they would refund the money today.

My bank has been really good after I explained everything that happened, and as I paid via credit card that takes the money directly out of your account on a certain day following a transaction they agreed not to take the money out and investigate on my behalf,

I have sent the bank all the information in relation to OE's shoddy treatment and practices.

When I looked through the paperwork they insisted I sign I am so relieved and the fact that they almost bullied me into having it done or lose my money!!! They had also changed the paperwork on the day of my arrival for the op, which should have made me more careful!

Sasha Thank you for all your help! I am so glad I found this website but wish I had seen it earlier I would not have gone near OE.

I am absolutely shocked by being treated so badly by Optical Express. I am 46 and decided on RLE surgery on the 7 July in Brighton after being told I was suitable. I paid £500 deposit on the day on my credit card and paid another £500 cash on the 19 July, total £1000. The balance was being paid by direct debit.

I couldn't have the operation until September because I was going on holiday and they said I could get an infection from swimming.

I arrived at London Westfield Optical Express in September, but I had a cold, so I couldn't go ahead. I went again on 22 October - but after waiting 2 hours, the surgeon Dimitris Kazkos told me that I was not suitable for the operation because my pupils are 8mm and the lenses are only 6mm and I would have glare. I was told I would get a full refund.

I was annoyed that no one told me this on my first visit - before I paid my deposit! I didn't even know who my surgeon was until the day.

I was told on the phone that I will get refund within 2 weeks, then after calling back I was told it's going to be 24 working days. Well, I should have received the refund on the 24 November and today is 9 December. All I get on the phone is "sorry, money is on the way this week"

I have called many times and getting nowhere....

The service has been the worst I have ever experienced and I cannot believe such a big company tells lies this way. Please could you advise?

My email: (edited)