Returning glasses

weareheroes

I have recently purchased a new pair of glasses from Vision Express but I feel I could have got a cheaper deal from online retailers.
With their 'total satisfaction guarantee', they state that 'if you're not happy with the way your glasses look or feel, we will exhange or refund them within 30 days - whichever you prefer'.

I was wanting to know how stringent they are with this. Has anyone had experience of getting a refund? Am I more likely to receive an exchange than a refund. Will there be questions asked?
Another question, considering the prescription is personalised, Vision Express would be making a loss with this guarantee, wouldn't they? So for those reasons, are the staff awkward about refunding?

Thanks for your replies, I hope this was posted in the right place.
Thanks for your helo

Enterprise_1701C

Check on the websites that you can get your prescription first - if it's a strong one they may not be able to do it.

sweetstudent

Also remember that because you buy from Vision Express, they are professionals, when you buy online, you run the risk of purchasing frames with the wrong prescription! I dont work for any optical firm, but i would never ever risk my eye sight, just to purchase a cheaper pair of frames!

Plus isnt it a bit morally wrong to return your frames, just to save a few quid!

Mine cost £240 and im happy with them you, as before you cant put a price on your eyesight!

Sorry, thats just my two cents.....

McKneff

i think its awful that you are even thinking about doing this. The only reason you want to return them is to save a few quid. You were happy with the way the glasses looked and felt so it really is morally wrong.
Apart from anything else glasses have to be fitted properly, specially bifocals,
varifocals etc. I had to go back to Specsavers 3 times before my glasses fitted properly, you wont be able to do this with an on line shop, well you migt but it'll cost you a small fortune in postage if you have to post them back and and pay for their postage cost too. Anyway, why didnt you look at on line deals before you bought your glasses.

jenniewb

am not sure if you would qualify- its worth calling up customer services first otherwise you risk looking like a !!!!!!!!!! or somthing- I don't know if cheaper price is something you could say was the reason for your lack of satisfaction, I would imagine its more likely to be along the lines of not haveing been given the correct prescription or the frames feeling odd or looking wonky or moving around too much.

bubblegumcola

I've had experience of getting an exchange in Vision Express after wearing frames for a week then realising they didn't fit me properly as the frame sat on my nose and it really annoyed me. I went back into the shop with my receipt and was kept waiting for a wee while while the sales assistant asked the manager if it was ok to do a swop, that irritated me slightly considering I had spent alot of money on glasses and presciption sunglasses. The original sales assistant hadn't really helped me on advice for my frames but the one I spoke to about an exchange could see I had not been advised of the correct frames due to me needing a high bridge on frames, something they don't have many styles in. We eventually found a pair that suited but would probably go elsewhere which had more styles that suit me. I wouldn't use an online place, I'd rather try frames on and see for myself if they look ok etc. The one good thing with Vision Express is that you get the frames fitted in an hour, places like Specsavers you have to wait a week but if I could gets frames I liked in there I'd be happy to wait for them. Also for aftersales care you can just walk into the opticians to get your frames tweaked, fixed but if you buy online you'd have to send them back - not very convenient.

Biggles

Is it their fault you didn't think of this before buying your glasses from them?

Bite the bullet and think about what you're doing next time you buy something.

mishkanorman

wow friendly bunch on this thread !!

i used to work for vision express and the policy is there so feel free to use it

however i would go in there and be honest, tell them you have found them cheaper elsewhere and they may offer you a partial refund rather than losing your sale.

there are several threads on MSE (search forums for glasses) about buying specs on-line so have a good read of those before buying your specs,


hth


mishka

McKneff

We are a friendly bunch but dont like scammers which is what he was going to do. If the OP is going to go in and be honest then thats a different matter. Sarcasm isnt nice either

**dancingbutterfly**

i work in an opticians (an independant one!) and i wouldnt get specs online. i know your trying to save money, but like the other responders have said you'd have to send them back to be adjusted and tweaked. not very practical time and money wise! with varifocals and bifocals, being properly fitted is extremely important and can make all the difference. they cant do that online can they?! Also the quality of the lenses and frames that these online sites use are extremely poor. i wouldnt risk it myself.

hth!

weareheroes

thanks bubblegumcola, mishkanorman and dancingbutterfly for helpful posts.
i came on here asking for *advice*, not a lesson in moral consciousness but thanks nonetheless for your very non helpful posts. sheesh, makes you want to not post here again.
considering that even in specsavers, for the same pair of glasses i can expect a difference of nearly 25% in price, am I entitled to consider that i'm not happy??

"We are a friendly bunch but dont like scammers which is what he was going to do. If the OP is going to go in and be honest then thats a different matter. Sarcasm isnt nice either"

firstly, don't assume i'm a he. secondly, thanks for the CRIMINAL tag. how in any way am I a scammer? little strong or maybe not in your opinion. either way i came on for advice and not a scolding but some of you clearly have high morals. this is something i have asked about and not already done so why are you judging me?

i thought this was a money saving forum and am I not asking to save money from a situation where I'm not happy?

as mishkanorman said, the policy's there and if i feel the need to use it, I will. thanks for your reply mishkanorman, it was helpful.