These people are terrible This is the letter I had to send to my credit card company OPTICAL EXPRESS EXETER Dear Sirs The reason I have asked you to help with this dispute is because this company seems to be the most dishonest people I have ever had to deal with. They have now told me the matter is closed and won't answer my calls. I feel I have done everything I can and it is now nine months later with no resolution. I did speak with your disputes team and informed them back in May. I had a consultation with Optical Express in February and decided that I would like to go to the next stage in the process of having eye surgery. In order to do that, they asked me to pay a £500.00 deposit. They explained that it was fully refundable and pointed out that the T&C's stated that. I paid by card which had to be processed at another location and I agreed to that as long as I got a receipt. I have requested a receipt but they refuse to give me one. The T&C's state, and I quote. (If for any reason, following discussion with one of our Refractive Surgeons, you decide not to proceed with treatment, all monies paid by you will be refunded, excluding any Refractive Surgeon appointment fee.) After the free Refractive appointment in Bristol I decided that I wouldn't proceed and consequently asked for a refund. The response was that because I hadn't cancelled within 7 days I was not due a refund. I have been back and forth with emails and phone calls asking them to explain the reason for ignoring the contract that I signed and had a copy of, but they refuse to acknowledge it, instead emailing me new ones which now say something different. They offered me a voucher to the value of £500.00 but I have lost any respect I originally had for them and wouldn't want to go back to them for anything. I have asked numerous times for a copy of the contract that I signed but they just ignore my request and keep saying I have the wrong version. They finally asked me to go to the store with my copy of the T&C'S so the personnel there could copy them and send to the customer services in Glasgow, after another long wait I had a very long badly written email saying sorry the matter is closed, which was surprising because the staff at the store had indicated that it would be all sorted and I would receive my refund. I still have not had a satisfactory explanation as to why they won't honour their contract with me. They must do this a lot, I have found subsequently lots of complaints about them and even Radio 4's consumer program warned about their tactics reporting the exact same problems. I have all the emails if you need I can forward on to you. I have enclosed printed copy of the T&C's I am happy for you to have the original if you need. I will also be seeking compensation from OP for the stress that this has caused me. I look forward to hearing from you Yours Sincerely C A Wheadon