Mr Simon Hartshorn

Went for Trifocal lens replacement

Went for Trifocal lens replacement, both eyes costing over a ?7k. Surgery booked in several months prior however 3 days prior to the surgery, the appointment was cancelled due to the surgeon 'URGENTLY'covering another surgery elsewhere, as I wouldnt be able to drive after the surgery both my wife and I had to take a day off work, arrange transport etc not to mention working myself up for both eyes to be operated on for this then to be cancelled at such short notice is really not good, what makes another surgery more important than mine ?? (informed surgeon was covering a different surgery, why ? ) a loss of 2 days pay, anxiouness and stressed about the surgery etc, complaint made and 30 days layer received the below response: I write with reference to your recent communication with our Surgery Support department. I understand that this was due to the rescheduling of your Refractive surgery appointment.With respect to your comments regarding the rescheduling of your surgery appointment, I must inform you that Optical Express is not obligated to out of pocket costs, provide a discount or reimbursement due to the cancellation, rescheduling or relocation of your surgical procedure. I have highlighted the relevant section within your Terms and Conditions document below for reference:a€œThe cost of your treatment does not include, and we are not responsible for providing or for meeting, costs, charges, compensation or expenses relating to the following:a ? Your travel or other extra expenses or loss of income arising from, for example, you taking time off work because your eyes take longer than expected to heal, there is a complication relating to your treatment or to allow you to receive treatment or aftercare.a€ ?a ? Postponement to your surgical procedure or aftercare due to equipment failure, or your specialist refractive optometrist or ophthalmic surgeon being ill or unavailable. If this happens we may rearrange your surgery or aftercare at another optical Express clinic or with another ophthalmic surgeon (or Both)I would like to take the opportunity to offer my sincere apologies for any upset or inconvenience caused due to the rescheduling of your Refractive procedure. We appreciate that this may have caused you undue stress and inconvenience as a consequence. We thank you for your communication and in light of our above response, we consider that we have dealt with your complaint in full. Should you wish to discuss any aspect of my response further please do not hesitate to contact me at your convenience on 01236 795 010.People before signing up for this surgery, please consider the above points, I am very disappointed with this response from Optical Express, and I would advise to look elsewhere if you want to feel a valued customer having spent somuch money with them. Customer services, more like Customer fob off

Date of experience: May 08, 2025