Looking hard for eye op refund
AFTER Alison Dunn’s eye operation was cancelled at short notice on medical grounds, she assumed she would automatically get back the £6,000 she had paid for the private treatment. But that did not happen immediately and Alison was left feeling distinctly underwhelmed with some of the service she had received from Optical Express, which offers laser eye and lens treatments throughout the UK.
While Alison was relieved the company had picked up on a rare condition that made her unsuitable for the operation, when she came to Crusader she was keen to get her refund and disappointed with the difficulties that she and her husband Robert had encountered.
“It felt a little bit like a cattle market and afterwards the company was hard to contact,” she explained.
Alison had been recommended for lens replacement surgery after assessments had been carried out near her home in Norwich and her operation was booked for early April in London.
“I thought there was only the operation left when we came to London,” she said. “But there was then a final scan and that was when I was advised I was unsuitable. We were disappointed but the optometrist assured me I would get a full refund.”
However when nothing came through, the couple called without success, they say, and then visited the Norwich branch.
“The receptionist was unable to get through to head office and warned us it could take a while,” added Robert.
The Dunns were also taken aback when they were told refunds took a month. “Then we were told that the month had not started counting down yet because we hadn’t officially requested to get our money back,” continued Alison. “But no one advised us. When Robert called again he was diverted to another number which couldn’t help him. Then he was constantly put on hold. We’re not at all happy.”
After Crusader contacted Optical Express it said the refund had already been processed and the Dunns then did receive their full payment.
The couple did have to meet the cost of their trip to London, which comprised £350 of fares and hotel costs, but there was no charge for the pre-op assessments.
Optical Express said: “It is always with regret when we have to cancel treatment. However such decisions are always made in the best interests of the patient and ultimately at the surgeon’s discretion.
“This is clearly outlined to the patient during the consultation process and is stipulated in the terms and conditions.
“We are very sorry for any inconvenience caused. Over the last 10 years Optical Express clinicians have advised against performing over 500,000 procedures.”
When thanking Crusader Alison said: “Overall we would have liked more guidance about what problems might arise so at least we were prepared.”