Annoyed with Boots opticians, are they a franchise?

hardpressed

I'm a bit annoyed with Boots opticians at the moment. Today I took an elderly friend to Boots, when I went to collect her, the optician told her she needed new reading glasses, which she expected, and distance glasses for watching the telly, she also said she should have tinted lenses in the distance one as she find the brightness hurts hers eyes. Far far OK. The optician handed her over to an assistant to choose some new frames. The assistant asked me if I wanted to help my friend choose so I followed them over to the display of frames. As she needed two pairs the assistant showed her the offer they had on buy one get one free at a cost of £125. Now I know this lady struggles to make ends meet, so was not surprised when she said that she didn't really think she needed the distance one and would make do with new reading glasses. I asked if she could have new lenses put in her old frame but was told that would be more expensive than having new glasses. I could feel my friend getting anxious and then noticed that they had a value range of frames priced at £25, I asked the assistant is she could have these and she said yes but it would be extra for the tinting so two pairs would cost £68, a lot better than £125! While my friend was choosing I asked if there was any allowance as she gets pension credit and was told she would be entitled to a voucher that would cover the cost of the cheaper glasses. So she can now get both pairs that she needs free.

I feel that they are taking advantage of a vulnerable old person, she is very capable and knows exactly what she is doing, it was only because I finished my shopping before she was ready that I was there and was able to 'poke my nose in' and ask the right questions. When she has collected her glasses I intend to write to Boots and complain about the way she was treated, I shall not give her name as I don't want them contacting her and upsetting her. Does anyone know if the opticians are owned by Boots or are they a franchise? Am I making a fuss over nothing? I hate to think that other older people are having to pay out when they don't need to.

scrapbookinhg*boxerdog

My concern with your post is that you stated 'she is very capable and knows exactly what she is doing'. I know some elserly people that get very offended if they are treated any different to the rest of us, perhaps the assistant was concerned about that. I'm not sure what the shop assistant could have done better, it appears she was just doing her job? If the lady concerned wasn't capable, then I would have expected the assistant to spend more time explaining the options. The way you explained it sounds like she was treated fairly, showed the 2 for 1 offer and all questions answered truthfully.

You were there, only you know what attitude the assistant had, and the capacity of your friend. If no hard sell was made, then is there really a problem?

hardpressed

My point is that she was shown the more expensive option and only shown the cheaper glasses when I asked. When I had my eyes tested at another optician I was asked if I was on any benefit so that they could tell me what I was entitled to.

nedmundo

To answer your question, as far as I'm aware, all Boots are corporate owned, although if I recall correctly, they were considering offering senior staff joint venture partnership deals a couple of years ago. I don't know if it ever got taken any further.

Regarding the rest of your query, staff (at least in any multiple I worked in) are trained in sales and are often taught to start at the top and work their way down. That's why I no longer work for anywhere like that. I view as selling rather than dispensing.

They should ideally have established whether your friend was on any benefits from the outset, although I believe the onus was on your friend to tell them as well.

To be fair, it is important to treat everyone equally and ensure that everyone is offered the full range. Plenty of people on benefits would complain at only being offered budget options, when they wanted something a bit nicer. Whereas plenty of 'well off' people get just as annoyed at an assumption that they want the best.

BTW, wouldn't it have been easier to just adjust the TV brightness?

suitablysceptical

Hardpressed,I work in the optics industry and knowing the range that Boots Opticians stock, your friend was being shown the mid range(prices range from £25 to £169 in Boots brand). Nedmundo is right, complaints can come from either side, assuming someone is unwilling or incapable of spending is always trouble, as such I believe that the sales assistant was probably starting in the middle, which is often the best, I dont think the assistant was being underhanded as the value frames appear to be clearly displayed.

Forgive me but I am curious as to whether you would have been more or less inclined to complain if it were corporate owned or franchised?

alison999

Some older people do not like talking about finances and are (for no reason) embarrassed that they get benefits.

Looks to me like the assistant did her job the way she had been trained to do so.

Stephb1986_2

The assistant should of asked the lady's budget first without showing her the more expensive ones that isn't fair to her and the lady might of felt obliged to buy the more expensive ones if it wasn't for the OP asking questions. I know what old people are like my nan was old!

Glad you got it sorted

Steph xx

Running_Horse

Several dozen Boots Opticians have gone over to a franchise model, with more to follow in the future. All stores have weekly sales targets, so don't be surprised at being sold things in a retail situation. I am old enough to remember making free NHS glasses that looked horrible. Most optical multiples will start with more expensive lenses as standard on their computer dispensing screen, with cheaper lenses available on request. Given the tight government budgets, it is unlikely we will see free or subsidised glasses any time soon.

Skint_Catt

hardpressed wrote: »

My point is that she was shown the more expensive option and only shown the cheaper glasses when I asked.

Standard practice in my experience for any high street opticians!

And I know my parents certainly wouldn't like to be asked about their benefits, entitlements or financial situation and they are both capable of making their own decisions and deciding whether they can afford something or not.

All the opticians stands are quite clearly marked with the prices, so its easy to see there are cheaper alternatives.

hardpressed

I appreciate that people don't like talking about their financial situation but it seems to me that it would be fairer if the assistants were trained to say something like 'our frames start from £25 up to £???' and then show the patient the full range rather that taking someone straight to the 'special offer' of 2 for £125. There are ways of telling people what they are entitled to without embarrassing them.

The reason I asked if it was a franchise was I wanted to know if I should write directly to Boots or somewhere else.

tidus

This seems a strange thing to get annoyed about.

If you went into a TV shop would you expect to be shown the cheapest model first?

High street Optical chains are commercial businesses and as such their staff may well have been trained in top down selling. They will also have been told not to make assumptions about peoples circumstances based on age or appearance - we've all seen the shabby pensioner who whips out a gold amex.

I really wouldn't bother complaining, but if you must, the vast majority of boots are company owned but most companies customer services departments will automatically pass on your complaint direct to the store manager or store director. Might as well just contact the store direct.