Optical Express Lifetime Guarantee

  • Gary

Replied by Gary on topic "FREE eye tests for life"

Posted 19 Jan 2017 01:05 #41
Further to my earlier post [See 'Refractive Lens Exchange (RLE)' topic], I have since asked for my prescription, and yep, they want to charge me for all my medical files etc.


I had my lens exchange in January 2009, so by their own admission they are not honouring this!

I have had loads of aftercare and ops until 2013 when my surgeon Jan Venter retired, then my aftercare stopped dead, no response, could not get appointments to follow up on what was left to do, despite Jan Venter stating he would arrange someone to continue and sort my outstanding issues.

I made an official complaint in Oct 2015 but they have stalled me for a further year, saying that I would receive a treatment plan, which I followed and attended every appt. Only now, when it got to finding someone who could finish the job, yep, they said I have to pay again, back to where I was in Oct 2015, after I spent £4500 for the op originally,.

I'm left with astigmatism and blurriness headaches etc, and glasses that they gave me in 2013 free of charge to help me see in the dark and for driving whilst they continued to cure their mistakes. These are now wrong prescription that they will not update either and the issues with my eyes are still unresolved, so they not followed through on the duty of care at all and I believe are guilty of malpractice.

I had to file a complaint again, but as we are a year on, they know that any claim for personal injury is well past the 3 year deadline. They are experts at this, delaying consultations, saying you need to leave eyes to settle for 6 months. You only need two of these delays and another year has gone by.

I have consulted Sasha Rodoy at OERML who advised me on no account to pay anymore money to OE. She told me I need to go to NHS for assessment of damage to my eyes. Oh yes, and my right Vitreous collapsed last year, and I have lost vision due to large black floaters, and now threat of Optic nerve failure. OE deny responsibility but NHS might differ on that assessment.

Excerpts from Stephen Hannan’s 9 page letter to me on 23 November 2016

Last Edit:19 Jan 2017 16:41 by Gary
  • admin
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Replied by admin on topic "FREE eye tests for life"

Posted 15 Jan 2017 21:50 #42
This brochure came into my possession yesterday - publication date January 2013 :kiss:

I'm sure it may be helpful to many of you who've recently been asked to pay for an eye test at Optical Express!
by admin
  • Greg clare

Replied by Greg clare on topic What Lifetime Guarantee?!

Posted 30 Dec 2016 12:23 #43
Had my eyes lasers October 2014, thought I'd phone them to arrange an appointment as my eyes have started hurting. They told me I was out of my free consultation period and I would have to pay £50 for an eye test. Not good enough.
by Greg clare
  • clare hart

Replied by clare hart on topic What Lifetime Guarantee?!

Posted 22 Dec 2016 18:41 #44
Yes I have been conned by them too. I was told I would be able to have it corrected free of charge too, in 2012, but they have said I would now have to pay.
I think this needs to be escalated to something like Rip Off Britain!
Last Edit:23 Dec 2016 03:23 by clare hart
  • Geoff

Replied by Geoff on topic What Lifetime Guarantee?!

Posted 10 Dec 2016 18:25 #45
I had Lens replacement surgery in April 2014, one of the key selling points for me was the free aftercare I would receive and I was led to be believe this was for life.
I’ve Had problems with Halo’s, Ghosting, poor vision, difficulty driving in dark and dry eye
Today after having trouble with misting in one eye, I’ve been told I will have to pay £30 for an eye test. Spoke to manager in store who told me the Management above were clamping down on this free aftercare and it only lasted 12 months. When I disagreed he said check your T&C’s
When I got home checked my paperwork – it says You will be offered free aftercare as long as you need it, free, until you are discharged.

I will be going back and challenging the 12 month claim, and I am not aware of been discharged as a patient, I was told I would be under their eyecare, hence their patient, for life
admin: Hi Geoff, if you would like some advice send your phone number to info@opticalexpressruinedmylife.co.uk :kiss:
Last Edit:12 Dec 2016 15:31 by Geoff
  • Melanie Wilson

Replied by Melanie Wilson on topic What Lifetime Guarantee?!

Posted 07 Dec 2016 12:35 #46
:( I have dry eyes post lasik and have been told I have to pay £50 to see a specialist now because I signed up for only 36 months free aftercare apparently.
Ermm... excuse me, no I did not!! Was told it was lifetime aftercare!! Very angry
admin: I recommend posting your complaint here too :kiss:
Last Edit:07 Dec 2016 15:59 by Melanie Wilson
  • Denis Korovin

Replied by Denis Korovin on topic What Lifetime Guarantee?!

Posted 07 Dec 2016 10:22 #47

orangeiii wrote: I am a journalist researching a similar story. Would you be willing to talk to me about your issues with OE?

I will talk with any one no problem, and tell all the story.
Last Edit:07 Dec 2016 10:49 by Denis Korovin
  • Denis Korovin

Replied by Denis Korovin on topic December 2008 Lifetime Promise!

Posted 06 Dec 2016 15:59 #48
Hi I had my operation in March 2009 and I was promised Lifetime Guarantee as well. Now I have big trouble with one of the eye and I need to pay for check up 80€ and for consulting with with doctor 190€. Not happy at all. Is any way you can email to me this promises of lifetime warenty I need that for my solicitor. My email address: [removed]

admin: Please email request to info@opticalexpressruinedmylife.co.uk :kiss:
Last Edit:06 Dec 2016 16:40 by Denis Korovin
  • Paul Cartwright

Replied by Paul Cartwright on topic Liars and thieves

Posted 06 Dec 2016 15:09 #49
My wife was told she would receive free aftercare for life when she signed the contract for Laser eye surgery some years ago.

She telephoned last week to order some eye ointment and was told she would have to pay for it. As she was in pain, she paid £32.97 for 3 tubes and was told it would come from Head Office within 2 days.
It has never turned up.

I telephoned today and was informed that Head Office has stated that they will not release the Cream until she has an eye test at a cost of £50. The Branch Manager informed me that she is not due for an eye test as she had her laser surgery so long ago.

I think this approach is tantamount to BLACKMAIL. She has been in pain for a week whilst waiting for this cream.
by Paul Cartwright
  • Pauline

Replied by Pauline on topic Liars and thieves

Posted 30 Nov 2016 18:39 #50

yasar goraya wrote: Optical Express are liars and thieves, when i went for my consultation i was advised that aftercare was free - which i understood was for life - it wasn't made clear that free aftercare only lasted 24 months...

Same here. Rang for an appointment for after care because of dry eyes and was told I'd now have to pay £50
Last Edit:30 Nov 2016 18:41 by Pauline
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