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Refractive Lens Exchange (RLE) 13 May 2017 12:16 #141

  • Nigel Baird
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Although I can't say that anything horrible has happened to my eyes or that I haven't received my deposit back from OE I think this is worth posting for information value.

My main problem with OE arose from the recommendation made by the Optician at the first consult in Canterbury. RLE was proposed as the best procedure for my eyes as opposed to laser eye surgery. After checking with another company it seemed that laser surgery would have been suitable as RLE is a more invasive type of surgery that was not necessary. There was also all the information I found on this website which did not bode well for OE.

When I put this (by email) to OE along with a few other points they did not respond, hence I advised them I was cancelling the surgery prior to any consultation with a surgeon. Within a few days they confirmed my cancellation and that my money would be refunded.

The only hitch was when when one of their cancellations team rang me to discuss why I'd cancelled
and tried to convince me that he knew better and that I should go for the RLE procedure. He also advised that OE were not legally obliged to return my deposit.

On discussion of his lack of medical qualifications to be giving me clinical advice, and reminding him that the head of customer services had already agreed a refund, and that I intended to complain about his behaviour, he refused to give me his last name and the call ended.

I then complained to the OE head of customer services about this young man and she came back apologising profusely advising that my monies would be paid back immediately. They have since refunded the deposit although it probably took about a month since first request.

Still awaiting for my £500 deposit refund 28 Apr 2017 14:10 #142

  • JD2
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My request for my deposit to be returned seems to have fallen on deaf ears within the confines of the "Galactical Headquarters of Optical Express" situated in not so Bonny Scotland, as my request has now been put in the hands of the "Customer Service Team".

In the meantime I have been made aware that the main protagonist in this whole sordid affair, namely Dr Dimitris Kazakos, is still being allowed to practice his butchery, despite there being a vast number of legal claims lodged against this man, and I believe that failure to reimburse me with a complete refund of £500 will undoubtedly result in my having to seek legal advice.


Refused refund & offered store credit! 27 Apr 2017 12:45 #143

  • Kavita Trehan
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I had my initial consultation on 31 March 2017 at the Nottingham branch. I was booked in for a consultation with the surgeon Luca Antico on 22 April (three weeks later).

At the initial consultation the salesperson Jude told me that I would need to read the Terms and Conditions before the surgery booked for 29 April 2017. At the time of payment Jude also mentioned that the deposit was refundable, with no mention of a 7 day cooling off period.

However, a few days later after doing a little research, I decided not to go ahead with the surgery, and on 11 April (within 7 working days) I went back to the store to explain my concerns and cancel. Then I was told I was out of time for a refund and it's in the Term and Conditions I signed

A serious issue here is that on 31 March I signed electronically to say that I had received the T&Cs but nothing to say that I had agreed to them. Big difference.

Based on the above I believe that I am entitled to a full refund. However, yesterday I received this email from Optical Express to say that the best that they can offer is store credit!!

I don’t want store credit, I want my £500 back!!!

Can someone please help and suggest what I should do next?
Thank you very much, any help will be gratefully received.
admin: I assume that you were not informed that Luca Antico has a number of ongoing legal claims from his patients left with damaged vision.
For more info and help send your phone number This email address is being protected from spambots. You need JavaScript enabled to view it.

Cancelled surgery with Dimitris Kazakos 21 Apr 2017 15:47 #144

  • JD2
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I have still not received any sign of a refund so what else do I have to do

JD2 wrote: Dear Sir/Madam

I had a "surgeons discussion" with Mr Dimitris Kazakos at Optical Express Westfield store in Shepherds Bush on the 21 December 2016. I was unhappy about his professionalism during our interview, and for worrying remarks made by one of the staff who said, and I quote “Dr Kazakos is the fastest surgeon” she has come across with eyes taking only 10 minutes to complete. So in order to make further investigations into the background of this surgeon I deferred my surgery until I return from a trip in mid March. It was during these investigations that I discovered information on your OERML website that clearly indicated that both Dr Kazakos and Optical Express are currently being sued by “a number of his very unhappy damaged patients”. I subsequently cancelled my surgery by email to Optical Express requesting the return of my £500 deposit.

I was told that I am outside the dates to have my deposit returned, but under the circumstances I believe that as there are current investigations against this surgeon he should have - at the least - been suspended from consulting and operating on patients, which he was clearly doing when I saw him in December, and as such feel I have a case for pursuing my claim for my deposit to be returned. Therfore I am writing to ask whether or not I have grounds to continue and if so how I can go about it.

I would also like to point out that from the time I had my initial consultation at Optical Express Northampton branch on the 6th September 2016 and paying the £500 deposit I received a letter on the 28th October 2016 stating that I was booked to see Dr Kazakos for a “surgeons discussion” on the 21 December 2016 at 14.00 hours. Having paid the deposit I would have been unable to cancel within 7 days as I still had to see the surgeon to discuss the final details.

Many thanks for any assistance you may be able to give in this matter

John Dedman

admin: I will call you on Monday :kiss:

Decided Against Surgery! 16 Apr 2017 11:36 #145

  • Tom Harding
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I have the same issue.

‪After I had attended the Maidstone branch and been told I was good for lens replacement surgery and having paid the fee of £6,190 in full (they do come down in price if you haggle) and attended a pre op meeting demanded by them (instead of the phone call as was agreed originally), they cancelled my operation as my eyes were 'not bad enough to give a wow factor!' and was told a I would get a phone call in 2 working days arranging a full refund. ‬

‪No phone call...‬

‪I had to phone them! At this point I was told that it would take 28 working days to get my money back (as from the cancellation date of 2nd March 2017) and this would be processed then.‬

‪28 working days later and still no money!!! I even gave it a couple of more days to allow for the post to arrive. I again phoned only to be told the girl who originally took my call was off with sickness and nothing had been done.... then after complaining bitterly that the service from Optical Express is the worst I've ever had I was told that there was a delay in the banking department!! Now we all know that banking can be same day and simple (can even be done via a mobile phone these days) but no.... their guy tells me it would take another 7 to 10 working days and I will get a call from someone who will ask for a card number to repay the money to.‬

‪How dare a company of their size treat people in such a way! I am disgusted that they get away with this and looking at various forums, this is not a one off and occurs very regularly!!!!

Surgery Cancelled by Surgeon 04 Apr 2017 07:07 #146

  • DM
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I had surgery booked for the 18th Feb this year and it was only after the pre-surgery rechecks that they found one area of one of my eyes was too thin to proceed.

I called them the next week and they told me the refund would take up to 28 working days to occur.

On the 28th day, I called them and got the call centre, the note about 7-10 days delay etc (all the excuses below). So I did some research and found this forum So I called again, demanding that I had someone call me back to sort this out that day (pointing out about their own terms and conditions and Section 75 of the Consumer Protection Act)*. Same excuses and a promise someone would call me back - they didn't. Tried the next morning, same excuses.

So I did more research and found OEs Customer Care twitter account ( twitter.com/OEcare/with_replies?lang=en ) - so I publicly called them out over it stating bad service.

Within an hour, I had a request from said account to PM my details over - which I did. Another hour and a half later, an email from OE saying the refund had been processed on same card I used to originally pay with - that was last Thursday - today, Tuesday, it is back on my card.

Seems to be calling them out publicly causes action so certainly worth a try

* www.thisismoney.co.uk/money/cardsloans/a...s-credit-card-refund

Decided Against Surgery! 29 Mar 2017 17:33 #147

  • M.Mahmoud
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The same situation happened to me. I went for the consultation on 8/02/2017 at Trafford Centre in Manchester and told that I am suitable for the laser surgery, my surgery was booked on 4/03/2017 and the surgeon discussion was with Muhammad Kazmi on 15/02/2017. I was asked to pay £500 the same day even tho I had not seen the surgeon yet. However a member of my family passed away and I had to travel to Germany urgently so I called and delayed my appointment with the surgeon till the 18/03/2017 and also the surgery till the 22/03/2017. I was feeling awful and wasn't in a good situation to do the surgery and come back to the UK, so I called to cancel the surgery while I was in Germany and sent an email to explain my situation. I am now back in UK and have been calling the clinic many times and the customer service as well. I emailed them chatted with them, every time they keep saying we have passed your details to the cancellation dept and they will call you back. No one called!! It has been 3 weeks and nothing!!! I feel they just ignoring me.
I am a student and I paid this deposit from my student finance loan so I really need the money back! :angry:

I hope you could help me!
admin: Pls send phone number This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

At Last!! 21 Mar 2017 14:16 #148

  • cathy111watts
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Like Callum I have been trying to get a refund having cancelled the day after my initial consultation. I have made numerous calls to the so called Customer Service Department. Several times I got diverted to the main call centre who said they would 'escalate' my request.
Finally, yesterday afternoon I had a call from the accounts office to get my card details. That was 36 working days after cancelling. Oddly, they did not hide their phone number so if you are failing to get your refund here it is for all you fellow refund chasers .... 0141 204 0334
Thank you Sasha for your prompt reply to my email asking for help and your advice. I am now considering my options and will be very cautious about what I decide to do next.
For anyone else trying to get their refund, keep plugging away and eventually I am sure they will get tired of the calls.
In the meantime I have emailed BBC Watchdog and the Citizens Advice link on the Trading Standards government website. I will also be writing to my MP (though not expecting much from him!) and telling anyone else I can to avoid Optical Express at all costs.

Decided Against Surgery! 02 Mar 2017 14:25 #149

  • callum
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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.

Trying to get refund 28 Feb 2017 21:57 #150

  • Callum
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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