Specsavers, unexpected cost

sylphraven

OH has been trialling contacts for a couple of months now, its been months as the 1st set didnt suit his eyes, nor did the next two pairs until they decided he was allergic to the material & got a different pair made out of something else, each time there was a waiting time of a week or two for the new ones to come in.

He's gone in today for the new pair today which required an appointment so someone could check they fitted well, went in properly etc. He was taken into a room for an eye test, he was then told to go look at the glasses. Oh said he wasnt there for glasses & explained about the contact lenses. The lady fetched him the lenses, made sure they fitted etc & then took him to the till to pay. OH protested that he was on a free trial & shouldnt need to pay for the lenses. The woman told him that it was for the eye test & there was nothing on his notes about a free eye test. OH protested a little but paid. He hadnt had an eye test when collecting contacts before.

This happened this morning & I've only just found out - can he go speak to someone in the shop to get his money back as its seems a lack of communication in the shop leading to his eye test, or as he's handed the money over, & didnt question the eye test until too late I should just try a letter of complaint to head office?

Any wording for either of these responses would be gratefully received.

Wig

How abouit letting us know what the wording of the leaflet or sign in the shop window or whatecer it was that drew your attention.

sylphraven

OH went in & spoke to them originally. They told him he would pay an initial £20 for the lenses, solution, aftercare etc which would be returned if there was anything he didnt like about the lenses within the 30 day trial, if he got on with the lenses. The only paperwork he received is a pamphlet about looking after his lenses, his check up appointment reminder, & receipt.

I've found information here about specsavers aftercare which he was told in store he receives while trialling each type of lens until one is found that suits his eyes.

DCFC79

But why have an eye test which isnt necessary

MarkyMarkD

The simple story here sounds like they mistakenly believed he had gone in for an eye test, and hence undertook one.

It is fairly astonishing that he didn't say "but I'm not here for an eye test" until after it had happened.

He shouldn't have paid at the time as it was their mistake, but equally well he shouldn't have accepted the eye test which was not needed anyway.

Specsavers should refund him if he complains that they made him have an unnecessary eye test due to their error.

Wig

Ok I guess the "eye test" being referred to in the above two posts is the quick check that they fitted ok.

You haven't said how much he had to pay?

Of course he shouldn't have paid but we can't change that. If I were you, I'd tell him to phone the store manager or pop in to see them, explain that you were told he was on a free trial period, and that no mention of any costs were made to him. And crucially on this day the lady did not inform him that there was to be a charge for the fitting, and there never was either a charge nor a 'fitting' service in his previous visits. He felt pressured into paying something, he did object at the time, but now feels it was not correct of them to make the charge and can he have a refund.

See where that gets you.

sylphraven

As he's had problems with the contact lenses due to shape of his eyes, allergy etc he didnt question the eye test, he thought they were being extra careful this time because of these. He didnt think to question a professional as he thought they knew what they were doing, not my way of doing things but it is his

Wig - He says it was the most thorough eye test he's ever had, not one of the quick ones he had previously. He was charged £22.

Thanks for the replies, he's going to pop back in tomorrow & see the manager, if that doesnt work he's going to try an email, see where that gets him.

Wig

He will know when he is being charged for the contact lens, because it will be a lot more than £22. When my OH tried them we found the monthly cost for new lens to be prohibitively expensive.

Good luck

sarahg1969

Wig wrote: »

He will know when he is being charged for the contact lens, because it will be a lot more than £22. When my OH tried them we found the monthly cost for new lens to be prohibitively expensive.

Good luck

What makes you think it will be a lot more than £22? I had a good brand of lenses (for astigmatism) and they cost me about £16 a month. Though I now buy them from Costco where they are even cheaper.

McKneff

how long is it since he had an eye test. If it was more than 2 years then he probably would have needed it. That is the recommended time in between eye tests.
How can they fit him with lenses if
they dont know how bad or good his eyesight is and so establishing what prescription of lenses he needs.

Its worth £22 in itself, they dont just check your eyes these days the check the health of your eyes, brain tumours, cataracts etc.

I can see what youre saying that you didnt ask for the test but you should have refused it at the time and
if you disagreed with this you should have objected more at the time when they asked you to pay.

sylphraven

He was given a full eye test when he attended his first appointment with them to receive contact lenses, about 2months ago now.

I wish he'd objected more at the time as well, then we wouldnt be an unexpected £22 down