Sorry this is probably of no use but I have contacted Optical Express Head Office recently over a deposit issue and have had no luck - your case is different so do obviously try but it will be difficult. Writing a letter will probably warrant a phone call. If you get no luck with the person you are speaking to on the phone, ask for someone higher up on the chain, or the teleoperator's manager as the person I spoke to sounded more like a secretary with a manual, rather than anyone with authority. That's what I wish I would have done instead of letting the person on the end of the line wear me down! Good luck, sorry I can't be more helpful.

Hi there, SORRY FOR THE LONG POST IN ADVANCE! LOL I was wondering if anyone could help me, I'm really unhappy with the service and attitude of Optical Express and it's head office. I was misled by my advisor/counselor, and the optician. In the end, I paid a lot more than I had expected for a surprisingly lower quality of vision than they advertise! I went for a consultation at the Optical Express in Belfast city centre, and was taken to a 'counsellor advisor' to advise me on the best options for my eyes. Now, I realise, 'counsellor' stands for 'pressuring salesman' I was really uncertain about going for the surgery, I had only came to find out if it was even possible. For me, it wasn’t a vanity issue because I really like how I look with glasses. As a student, I wasn’t even sure I could afford it. My consellor made a lot of promises that he didn’t keep – all in order to convince me: He told me I would have a discount if I took a specific appointment the following week, he also told me that I would be able to use my £200 off voucher I had received in the post, he told me I would have better than 20 20 vision, that if I took the more expensive procedure (using a laser to cut the flap for the eye instead of mechanical means) I wouldn’t suffer any grittiness / less pain and quicker recovery post op. In all cases he lied and I feel duped to say the least. I paid my deposit and left the shop believing I had made the right choice, the surgery was going to be dear but it could have been worse if I didn’t have the discounts! I ended up paying over £1700, when I believed I would be paying £1200. I guess what I’m really upset about is the strength of my vision now: The various different staff that ran tests for my eyes all mentioned I had a lazy eye. I said yes, (I’ve had it since I was born - I am aware lol), then they would say “Yes it has always been weaker.” Little did I know that sentence applied to me after the surgery as well. I feel they could have pointed out that I wouldn’t have 20 20 vision (the whole reason for laser surgery really)! The actual surgery was more painful than the advisor suggested, post op I had to spend a week in bed due to my blurry vision and painful gritty eyes. After paying my final bill I realised I had been overcharged, and when I called in to see about getting my refund; I found the staff very discourteous over the matter. They told me I would have to speak to the consellor and that he wasn’t in and he would call me, he didn’t, I had the same reply the next time I asked, he didn’t call…there’s a pattern lol Any one I asked refused to speak face to face to me about it. And frankly, it was really embarrassing every time I had to ask and I can't even change what shop I go to because it's the nearest one! After a few unsuccessful attempts with the shop I wrote a letter to the head office, (if you would like to see it, please ask lol) they phoned me back and they were as equally unenthusiastic to help - to my dismay. Head office was unhelpful and took no responsibility over the matter – they fobbed me off with the line ‘you have had the maximum discount, sorry’ over and over, failing to recognise the actual issue I had raised. Eventually, I just had to say OK and hang up as they would not use any other response to any of the points I raised. Where do I go from here? I really did not expect that response from Head Office, I thought they would have some authority or concern over the matter but I may as well have been speaking to a recorded message. I'm really confused and frankly POed at Optical Express for their refusal to accept that there is a problem.