Where to start...

On Saturday the 14.11.2015 I I had my free consultation done for Laser eye surgery at your Norwich branch, and I came away very upset and angry from the experience.

First of all the store wasn’t up to standard, It was scruffy and dirty. The staff where relatively polite, but the optometrist had her mobile phone out and disappeared when I was made to watch the video. I felt this was unprofessional. Also when I was with my care person people kept walking in during the initial chat, test and summery.

Secondly, whilst I was recovering from having the eye drops the carer made feel pressurised into deciding to go ahead with the surgery. When I can’t see I feel very vulnerable and needed time to think about having this expensive procedure done. I felt like I had to put a deposit down or I wasn’t allowed to have the surgery.

After going home I proceeded to cancel the surgery, I asked for my money back, I thought this would be immediate, but I was told that I had to wait 28 working days for this to happen, which I was not impressed about. The branch manager said she’d call me back after speaking to her regional manager, seeing if she could get the deposit back to me that day, but Becky didn’t call me back immediately like she promised, I called her after an hour.

I was suppose to get my deposit back on the 24.12.2015. 2 phone calls later I have been told the deposit has been processed, but no sign of it in my bank account.

Be warned, if you change your mind they will hold onto you money and do not give you a reasonable response to complaints made.

I will wait until Monday, if the money isn't showing in my account by then I will be going to a small claims court.

I am very unhappy with Optical Express.