Deposit Refunds

Hi Sasha,

After a few years of dithering I decided to make an appointment with Optical Express to explore my options for laser surgery. I was Tuesday morning (7/10) bright and early. I met people who'd just had the procedure while waiting, watched testimonials on TV and then went in for my tests. Everything focused on my suitability and the process LASIK versus LASEK and before I knew it I was agreeing a date for LASIK iDesign in Milton Keynes and handing over a £400 deposit.

Looking at it now, it's crazy that they should be in such a rush to book you in for this type of procedure.

Somehow I missed the story about Stephanie Holloway in the press. The optometrist testing did ask me repeatedly if I had questions, but the issue of complications didn't really arise. The message was that it's very safe and the main risk is from infection afterwards. Fortunately, two people mentioned it to me within 24 hours and I decided to check things out last night. I found this website and read the small print in the consent form they gave me. What a fright I had.

After a sleepless night I decided to cancel the operation. Wearing spectacles does not bother me that much. Since I'm within the 72 hour window (which they didn't tell me about) I'm hoping to get a full refund of my deposit. I have emailed Lynsey Shaw in their customer feedback team, left a message for the cancellations dept and actually spoke to a person in the 'inbound' dept in Glasgow - who told me that my record had been amended with the cancellation. She said not to worry because the date and time of my call had been noted as within the 72 hour period.

I just hope that Optical Express will honour their own customer care policies. From what I've read hear that can be problematic... but I will keep you updated.

Regards,
Rachel

Hi Sasha

I attended OE Bluewater on 27th September for a consultation for laser eye surgery and by the end of the appointment had been talked into paying £395 deposit and booking treatment in 2 weeks time. This was despite my reservations and having only gone in for information. I was given eye drops so couldn't read a thing and was completely pressurised to make a decision.

I was told that the only surgeon they recommended had appointments available for the next two weeks and there no dates given after that, so if I didn't book immediately then I would need to go though the consultation process again.

I voiced my concerns about paying the deposit in case I changed my mind and was assured that I would have 14 days to get a refund.

After leaving the consultation and having time to digest it all, I still wasn't happy so went back and asked for a refund, to be then reassured again and offered a further 10% discount, and came away without my refund.

I phoned OE head office 6 days later and was interrogated about my decision to cancel, and told in no uncertain terms that I would not get a refund. I was unhappy about this and asked them to refer to the store.

5 days later I am still awaiting for a phone call as they say the person they need to speak to has been off work!

I am concerned about this as it seems other people have suffered with similar pressure and struggled to get their deposits back.

Is there anything you can do to help?

Kind regards,
Tara
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admin: Similar to Gobinder's experience - see post 09 Sep 2014 15:47
Pls send your number and I will call you: admin@opticalexpressruinedmylfe.co.uk

Sasha,

Received my refund yesterday and want to thank you so much for all your help, I really appreciate it. Took them one week to refund my funds but without your help and from reading other people's reviews this could have been months or even years. I will be donating to your cause!

Agi wrote: 19 Sep 2014 21:01
Since around March this year I have been suffering with severe Giant Papillary Conjunctivitis (GPC)...

Thank you for your support Sasha!!! After a painful two week struggle with cancellations department we have managed to get ALL of our money back. So happy this is all in the past now...

We have donated to your cause. Please keep up the good work.

Deposit refunded - thank goodness and thanks Sasha for your help.
E

Many thanks for your invaluable help in getting my deposit back! OE rang me within 12 hours and said they would refund my deposit. Got this credited back after a day or so. Very happy to donate to your campaign in thanks.

I payed a deposit of £395 to Optical Express Bluewater after an eye consultation without the 72 hour cancellation period for a refund being explained. At that consultation I explained to the sales person that I might want to cancel and seek a refund of my deposit, but she reassured me that this was OK, which threw me into a false sense of security.

She promised me a call back the day after, which would have been an opportunity to notify them of my change of mind, but she did not call or leave a message and when I phoned I was left on hold for longer than I had time to talk.

The number I was given does not connect you straight through to customer services, you talk to a receptionist who says they'll put you through, but leaves you on hold.

I eventually got some sense out of the phone receptionist who arranged a call back 7 days after paying the deposit, and 7 days before my procedure was booked. Then I was told this horrific piece of news that my £395 was non refundable. They did hand me some paperwork on the day but I had drops in my eyes and couldn't read it. Is there anything I can do to get my money back?

Regards Adam

I cancelled my surgery on the August Bank Holiday 2014 and after a bit of too and frowing I had a phone call to say I would be getting a FULL refund to my respective cards within 28 days (ie £400 to my credit card and £2,595 to my debit card).
I am still waiting.....................
I have tried phoning today (1st October) and had to leave my name and contact number for a call back...............still waiting.
Also contacted the Optical Express in Merry Hill and played dumb that I got the wrong number, they said they would look into it and get back to me..............still waiting.
Hope I don't get to the point where I loose my temper with them as I think I have been patient enough in waiting for this refund. They have had my money for over a month now!

Went to Harley street clinic on Saturday 27th September and after my consultation was like everyone else given a 'special deal'. Wanted to think about it but was practically made to pay a deposit and was advised have 72 hours (3 days) to think about it and if don't want to go ahead can cancel and my deposit would be refunded.

Over the weekend I did my research and stumbled upon this page and from reading the comments and reviews I was disgusted and wanted to cancel. An email on Sunday evening was sent to the customer care department advising I want my deposit back as I want to cancel the appointment. I then spoke to Lynsay from the customer care department on Monday 29th (48 hours) advising her to cancel my appointment and to refund my deposit, she advised cancellation department would call me today but so far nothing. I don't want to take any chances. I just want my deposit back. Please help !!!

Hi I paid my £400 deposit a few weeks ago and have a date booked for November 26th.
After looking in to things a bit more I have now changed my mind. I have become very anxious about this and I just want to get a refund.
I would like to know what is the best way to go about this as I fear it won't be easy.
Many Thanks
xx
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admin: Please email admin@opticalexpressruinedmylife.co.uk