/ Health

What happened to Optical Express’ ‘lifetime’ guarantee?


Were you offered ‘lifetime aftercare’ before agreeing to laser eye surgery with Optical Express? The campaigner Sasha Rodoy shares stories from hundreds of patients who say this has now turned into ’12 month aftercare’…

Since 2012, both as campaigner and patient advocate, I have spoken with thousands of people wanting advice or help following laser eye surgery.

Over the last few weeks hundreds of Optical Express patients have contacted me, left in shock after trying to book appointments only to be told that they will no longer receive free aftercare of any description. Each of them have told me that they were offered either free ‘lifetime’ or ‘unlimited’ aftercare. And I’m sure there are thousands more to come when they discover this change in policy.

Free lifetime aftercare

Neil told me:

‘We have just been told that my wife will now be required to pay for eye tests and products by Optical Express. We were told when we signed up for the treatment in Nov 2013 that we were not to worry as the treatment was covered by their Free Lifetime Aftercare Guarantee and so far they have honoured this for the past 2 years and 5 months.’

Paul has also suffered:

‘After surgery in 2012 I cannot see at night or in low light. Optical Express prescribed pilocarpine which allowed me to drive and commute to work, but now they have told me they will no longer supply this. Without help I am really at my wits end, it is affecting me mentally and has affected my marriage. I have become a recluse suffering from eye strain and headaches dreading not being able to see when dusk comes.’

Optical Express responds

An Optical Express spokesperson said last week:

‘For a period of time in 2009 we offered free lifetime aftercare to our laser eye surgery patients. As technology developed and the procedure became even more successful, it became clear to our Medical Advisors that the vast majority of patients only required aftercare in the early stages following their surgery. In October 2009, we changed our terms and conditions to offer 12 months of free aftercare instead.’

However, there is too much anecdotal evidence that a promise of lifetime aftercare was the reason many people chose to get laser eye survey with Optical Express. People like Hannah:

‘I had laser eye surgery with Optical Express three years ago and was promised FREE lifetime aftercare. However I’m now being told that I have to pay £50 for an eye test? Optical Express claim that it’s in my terms and conditions that my free aftercare is only for two years. However I was promised FREE eye care after surgery for LIFE!’

Laser eye surgery T&Cs

Although Optical Express claims that the need for long-term aftercare is small, what about those who do need aftercare beyond 12 months? Let alone the fact that so many people have said they were sold ‘lifetime’ aftercare after October 2009.

Some of the people who have received free aftercare far beyond 12 months post op are now apparently being told that this was a ‘goodwill gesture’.

In fact, I have a number of different versions of Optical Express’ T&Cs. A November 2014 copy states that there will be free aftercare consultations for 24 months, and a July 2013 copy states 36 months. Therefore, free ’12 month’ aftercare doesn’t seem to be the standard since 2009. Some patients have said they weren’t ever given T&Cs, and when they’ve asked Optical Express for a copy of them they have been asked to pay anywhere from £10-50 for them.

If Optical Express refuse aftercare then it falls on the NHS to do so – in fact I’ve heard from a number of patients who have had to go to their GP for medication, and referrals for reparative surgery.

Did you get laser eye surgery with Optical Express? Were you promised free ‘lifetime’ or ‘unlimited’ aftercare? I’d love to hear from you in the comments below. And if you have a copy of your terms and conditions, please send to the Which? Conversation team at conversation.comments@which.co.uk

This is a guest contribution by Sasha Rodoy. All opinions are her own, not necessarily those of Which?

Anne Moore says:
27 March 2021

Yes, i too had laser, some years ago. I was told, i would get free life time after care. Do we have any rights over this.

Patrick Taylor says:
27 March 2021

I thought there was a court case regarding these life -time promises. Have I missed the result or is it still on-going. Whihc? waht is the answer?

Brendon Sullivan says:
16 April 2021

I had eye surgery with them in 2012 and although I cant find my ts and cs was sure I had lifetime care. Now I need another operation as 1 eye has deteriorated.

I too was promised free after care for life, now they want me to pay for check ups. I can’t find the paperwork that will prove it. Please if anyone has I really could do with a copy.

Nathan staniforth says:
18 May 2021

I had my eyes done in 2012 and had 2012 vision as a result of surgery so cannot forget the year, it was done as it was the Olympics too.
I went in after a year or so for a eye test just, to be told I had to now pay
I can say without any hesitation I chose them for the lifetime aftercare I was told at time of sale.
It makes me so uncomfortable to think companies can just go back on a deal and without any backlash from industry watchdogs
Where do we stand?

Yes I was also sold lifetime aftercare.
The operation went badly and they did nothing. Then after 12 months told me I only had 12 months aftercare.
5 years later I am finally pain free thanks to the NHS.
This behaviour should be answered in the criminal not civil courts.
They are getting away with grievous bodily harm over and over again.
It’s got to be fraudulent also.

Myself and my partner had the surgery in 2009 we have recently asked the one in Bristol to carry out an eye test only to be quoted £100!! I can join my local specs avers for a checkup and can get it for nothing the aftercare is poor. I also claimed back the payment protection from our loans to pay for the surgery as they shoved the paperwork under our noses moments before the procedure didn’t give us anytime to read what we were signing up to and no T&Cs for aftercare poor customer service from their part