Tesco Opticians - Bournemouth - What A Joke

If you were thinking of buying any glasses from Tesco opticians Bournemouth think again, I have had such a catalogue of errors, it is getting beyond a joke now.

I went for my initial eye test on the 12th June 2008. I ordered some new glasses (2 pairs on a buy one get one free offer costing £120) and prescription sunglasses (1 pair of Giorgio Armani costing £140) on the 16th June 2007 as I had been issued a new prescription. The total cost of the glasses for all 3 pairs was £260. The standard glasses (2 pairs) were dispensed very quickly and I picked them up on the 24th June 2008, leaving the sunglasses outstanding and on order.

This is when the problems started. Immediately on trying on the new glasses I noted that they were very strong to the optical assistant, the assistant then said to me you will soon get used to them. I agreed initially with this as it was a new prescription. Over the next 3 days I could not get used to my new glasses at all, whenever wearing them they caused an extreme headache and made me feel very nauseous. As soon as I removed the new glasses after about 30mins the pain would subside. By Thursday the 26th June I was in so much pain I went back to the Tesco Extra Bournemouth store to tell them about the problem. I was booked in for a re-test and seen the same day. Upon the re-test results the optician said that my prescription had not changed and my old glasses were the right strength and the prescription issued on the 12th June 2008 was in fact wrong. I had gone through 3 days of extreme pain for a mistake made by the original optician.

I was seen quickly and the assistant went on to re-order my glasses and sunglasses without any problems whatsoever. I stated to the assistant that the prescription sunglasses would need to be here by the end of July as I required them for my holiday; the assistant said yes they would be. The new glasses arrived approximately a week later so I went to the store to pick them up. I enquired when my prescription sunglasses would be ready and was advised approximately the 10th July 2008.

I had no contact from the store until the 17th July 2008 when I received an answer phone message from a relief manager to say the sunglasses had been lost in the post and were being re-ordered. I called the manager back to confirm that they would be here by the 26th July as they were needed for my holiday; she replied that she would chase them up and make sure they were pushed through. the manager also stated if they were not showing as dispatched on Monday 23rd July she would call the lab and get them pushed through. I went into the store on Monday 23rd July to enquire about the progress I was seen by a woman optical assistant and I explained the situation. The assistant was not very helpful and claimed she could not call the lab to enquire as they are not overdue and the system was showing the 9th August 2008 for delivery. I stated that that is too late and I needed them by this weekend, and explained further that the relief manager promised she would call up to chase them. The assistant called up the lab but they could not give any assurance that they would be ready in time. I then asked the assistant that if they are not ready by Saturday the 26th July 2008 I would be requiring a full refund as they were specifically ordered for this holiday. The assistant said she could not comment as a manager would have to authorise it, but it would be doubtful as there is nothing wrong with the glasses they have just been delayed. I asked to speak to a manager but the Optical department is without a manager at the moment.

I then went to the main customer service desk to put in a formal complaint with the store manager. The duty manager arrived and took the details. He agreed that the service had been appaling, and asked that i put it all down in writing so they knew the whole story. This i did and returned the letter

I later got a phone call from the regional optical manger and she assured me that she was doing all she could to get the glasses on the 26th. The 26th came and horray they had arrived, i trundle on down to tesco pleased that they had arrived. The optical assistant got the glasses out, opened the case and they were the wrong ones :mad: someone had ordered the wrong frames. Then to top it all off I find out the week before they discountinued my frame :mad: They called the lab who said we have one frame left and we will make them up, but they have to send the frame to store first and then the store have to send the frame back to the lab (what a rubbish system that is), the regional manager said she would try and push them through for the 1st of August.

Had a phone call today and the glasses will not be ready in time. They have offered me £100 tesco gift card and a months worth of contact lenses and a pair of sunglasses to get me through my holiday. My main concern with this is i have never used contacts and dont want my holiday ruined through sore eyes, but I have grudingly accepted them as I dont really have much other choice!!