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Optical Express - Appalling! What are my rights
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So how does anyone check up on the person who will be operating the laser machine?
I am thinking of having it done.0 -
[TEXT DELETED BY FORUM TEAM]
I noticed your post in Praise, Vents has disappeared.0 -
[Deleted User] wrote:Lynsey, I would barely say your team are dealing with this, been a week and still no refund! I work in a very busy retail environment for a large company and we issue refunds straight away by either cheque or PDQ machine when we are in the wrong.
Do not know what could possibly be taking so long to get this refund!
Thank you everyone one for your replies, my partner has also been told before that she can not have the surgery done because of a stigmatism on the eye, optical express said this would not matter, maybe this was another lie they told us??
Would not recommend this company to anyone, were all slimy and after a sale as soon as we stepped foot in there, in hindsight I can not believe we ever signed up!!!
Argg ..Alan that sounds horrendous.
I recently had an examination for laser eye surgery and they said I was a perfect candidate for LASIK. Once it got to surgery day, the surgeon said that I was definitely not suitable for LASIK so I asked for a refund the next day. I've contacted head office twice and been told that someone from accounts will phone me to take cards details. That still has not happened. After reading your post I am now worried that this will be a long drawn out affair to recover the 2k on my credit card :-( I've emailed Lynsey and will post updates of my refund progress0 -
Hello There
Fortunately, I ahve not used Optical Express for eye surgery, but did make the mistake of buying some glasses.
I wanted to post to ask for guidance on an “Optical Express Trap” I have fallen into.
Yesterday I placed an order for a pair of glasses:- Frames £130
- Lenses (thinned) £200
10% Corporate Discount brought the price down to £296.
I was willing to pay the high price to have the glasses supplied quickly.
I was then told this could take up to 2 weeks.
I left the store after paying in full.
Much later the same afternoon, I decided I was going to cancel the order first thing in the morning (technically 2.5 hours working time later)
I left 3 messages (through Customer Services – No number for the store) only to find once I had a call returned a cancellation would cost 25% of the Order Value. (upto 24 hours later)
In this case £75 – How can this be quantified? If it was a cancellation fee, I could understand, but what if I was buying glasses costing £60, with a cancellation fee of £15?
On Sunday evening I checked for 15 minutes on-line to see what deal I could get for the same frames and lens thinning service - £75 frames, £65 Lenses.
Under £150, gutted
Let me know in your opinion with regards to where I stand in recovering the value of this obscene cancellation fee?0 -
They give you your money back in 28 working days its outrageous, in my case it was nearly 6 weeks.0
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Dear Sir/Madam/Customer Care team,
I am writing to complain. This won't be short.
My name is Naomi Ludlow and I came to Chelmsford on the 17th of December hoping to have Laser eye surgery.
I was told that I was not suitable for this and that Lens replacement was my only option. I immediately said no to this and that I would not be able to have anyone touch my eyes. The young blonde lady said to see how I felt after the tests and speaking to the optician.
We talked about laser eye surgery and I was told that it wasn't good for me. I was also told that although I only have reading glasses, my eyes were only just being held up by the good one for long sight. ( After tests at Harley Street I was told that my long sight was VERY good, not 20/20 but very good. I was also told that laser surgery could be done. (One eye one way one eye the other.) ) Anyway, back to Chelmsford.
I was given 2 sets of eye drops, one was a "mild anesthetic" the other to dilate the pupils. I was told it would sting a bit, when I asked how much she said..."Like chopping onions." True. I had several eye tests and then she said that she needed to look at my eye and would get close but not touch my eye. She "looked" at my eye. We discussed the "Risks" and she said that the main risk was infection but that I would have drops and as long as I put them in it should be fine. Also, infections can be treated as long as they are sorted straight away. FANTASTIC!!! When she then told me that she HAD actually touched my eye, I was amazed. I assumed that this was how everyone's consultation was. That EVERYONE had the anesthetic to touch the eye...I assumed that she NEEDED to touch my eye for the examination.
I continued to book surgery. I was given a folder and the first girl wrote my dates, a week apart inside the folder. also my appointment in Harley Street on 6th January. I went home happy and convinced that I wanted the surgery. We paid a £500 deposit. I went home and told my family everything.
Harley Street were amazing, as I said, they explained that I could have laser surgery, told me about my eyes and we discussed the lens replacement. This was all during the initial tests.
When I then saw the consultant lady optician, she said she would need to put some drops in my eye. My daughter asked if that was the "mild anesthetic". The lady looked confused and said that she didn't use anesthetic, this was to dilate my pupils. Obviously I said that they had used the anesthetic at Chelmsford! After talking we realised that they had done this to prove that they COULD touch my eye without me knowing or without pain. I was still okay with this at the time. She was also surprised at what I could see in the tests and at one point said, "I didn't expect that!"
I then proceeded to ask her of the risks. She asked if I had read the consent forms. I explained that I had not had any and she said that they would give me some before I left. She said the same, that the main risk was of infection. BUT, she added that in rare cases the retina can become detached. She said that it was mainly in people who were short sighted and was 99% safe. She said that I had healthy eyes and that as far as she could say, she thought it would be fine. She let me watch a video. I spoke to the girl that supplied the consent forms and she said that I had the very best surgeon and that she was sure it would all go well and that it was very rare to have any problems. We came home after a very expensive day in London. None of the day was for fun, it was all expense, parking, tolls, and eating out. (Okay, eating out was good).
When my eyes had cleared, I read the consent forms and we googled the surgeon. (He has very good reviews) I decided that the surgery was not for me. And I called the next day to cancel. I was told that the £500 would not be refunded. I was amazed as I had called within 24 hours!
I was then told that I should have cancelled after the FIRST consultation!!! How on earth could I? I was not aware! I did NOT have the forms! I have continually been told that these packs that come into you have everything in them. NOT NOT NOT in mine. I realised that the first consultation was to get our deposit whatever. Although I came away happy from that consultation, I had been cheated and actually malpractice had taken place because she tricked me. She told me that she would not touch me, and then she told me that she did. Stupidly, I thought that everyone had their eyes touched!!! Surely, even if she wanted to prove a point, she should have made me aware that she was going to touch my eyes!!! This is terrible.
Today, I received a call from you to say that you would be keeping my deposit. (I hope that you record your calls) The girl on the phone kept saying that she didn't know what happened that day and that these packs are sent in and everything is in them. She kept saying that I was happy when I left Chelmsford!!! Of COURSE I was! I had been cheated to get a deposit and did NOT get the forms! She said "Maybe they fell out" (PLEASE listen back) This has now made me VERY suspicious as I am wondering if they were PULLED out!
Please know that I will do EVERYTHING in my power to make sure that other people are not treated like this. I came to Optical Express in good faith. Harley Street were wonderful. Now that I know that I am actually eligible for Laser treatment I think this will be the route I will take. Unfortunately we will choose to spend our money elsewhere. There are other reputable places in Harley Street! £500??? Was it really worth it? I will do everything in my power to advise others that Optical Express are taking money under false pretenses.
N Ludlow0 -
What did it say in the paperwork you signed about the deposit ? Could it possibly have said "non refundable" ? Have you checked ?0
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Some time ago I bought some specs from OE at Bluewater.
When delivered it turns out they had got the left and right mixed up and they had to go away for remaking.
When they called me to recommend eye surgery, I politely declined.0 -
What did it say in the paperwork you signed about the deposit ? Could it possibly have said "non refundable" ? Have you checked ?
"non refundable" in the T&Cs doesn't necessarily mean what it says. i.e. in a B2C contract if the consumer breaches (cancels) the contract then the business can only claim provable losses caused by the breach. If the amount of (provable) loss is less than the deposit then the business must return the balance to the consumer.
If the business seeks to deny the consumer their statutory rights then the term becomes "unfair" and thus null and void. (See the UTCCR and CPUTR).0 -
Hello,
I'm looking to have laser eye surgery this year for my short-sightedness and astigmatism. Can I please have some recommendations on where to get it?
& I've noticed there seems to be some money-off vouchers floating about, if anyone has any going spare that would be much appreciated!0
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