Can I get a refund? SelectSpecs.com

kicktoria

Hi all,

I bought glasses online through SelectSpecs.com (after seeing them featured in the MSE e-mail).

When they arrived, one of the lenses was the wrong prescription and so I contacted the company and sent them back for an inspection.

In the meantime, I went to get my eyes tested again (from an independent optician) to find out whether the prescription I had was correct (and thus determining whether they had made the glasses to my prescription). My prescription was right, but my eyes have deteriorated (slightly) and I'd broken my old glasses a couple of days before (typically!) so I bought glasses from my new optician.

Today I've had an e-mail from Selectspecs apologising for the inconvenience and saying that they will organise for a replacement to be sent out to me, and for my postage costs to be refunded.

I e-mailled them back, explaining that I have new glasses and no longer need them, so I have asked for a refund.

Their reply was:

Thank you for your enquiry, unfortunately not sorry, we cannot offer a refund on tailor made items, sorry.

Kind Regards
SelectSpecs Team

Now, I thought I had a statutory right to a refund with them not being fit for purpose - ie made to the wrong prescription.

Can someone tell me where I stand please?

Thanks,

kick x

sweetstudent

Im not sure, im afraid but thats why you should never buy specs online - i wont and i will gladly pay £200 for my frames. My eyes are priceless!!!!

kicktoria

Lesson learned sweetstudent! I've got some really nice ones that cost me a fair amount of money, but they are worth every penny.

I'd really appreciate some help with this one - has anyone got any idea how I can get a refund?

Optimist

This would come under the Sale Of Goods Act in which you can request your money back within in a reasonable time if they don't conform to contract which these obviously don't..

I would tell them that I was rejecting the goods in line with the Sale of Goods Act as they were faulty and that you have now made alternate arrangements to get new spectacles as they were needed urgently and a full refund is now required

Meepster

When you sent them back to be inspected, did you tell them you wanted your money back or that you wanted them making right?

lornalorna01

I am also having problems with glasses from selectspecs. They tell me they are made up the same as my prescription ( from D&A) but I can not use them and find them very uncomfortable. I have asked for a refund- watch this space. Never again will I buy specs on line.

jules85_2

Hi,
I work for an online store providing prescription glasses (not the one mentioned above)

Under normal circumstances, lenses are not included in the refund cost as these are deemed personalised (or tailor-made as they put it) HOWEVER it seems like they had acknowledged that the lenses were wrong, therefore I would have thought that you would be entitled to a full refund under these conditions. It was their mistake!
At the very, very least, you are definitely entitled for a refund for the cost of the frame as this is not a personalised item, providing you had returned it to them within 30 days and it is in saleable condition.

Good Luck

Frederic_2

I've bought glasses from SelectSpecs.com. It turns out that the lenses on those glasses weren't following the prescription i've sent. I had those glasses checked at a local store, and the clerk there suggest me not to wear those glasses, it could give me headach and damage my vision on a long term period. I send back those glasses. They replied to me, arguing that they follow the prescription (which is wrong) and never gave feedback after that. I've requested refund at leat 5 times, never got an answer, and they still have the glasses. I've order the glasse on may 30th, and two month later, i ain't received my money back. Seriously, this is ridiculous, i've dealt with other sites in the past, always had a good experience, but with selectspecs.com, i would never recommand this site to anybody.

unholyangel

Frederic wrote: »

I've bought glasses from SelectSpecs.com. It turns out that the lenses on those glasses weren't following the prescription i've sent. I had those glasses checked at a local store, and the clerk there suggest me not to wear those glasses, it could give me headach and damage my vision on a long term period. I send back those glasses. They replied to me, arguing that they follow the prescription (which is wrong) and never gave feedback after that. I've requested refund at leat 5 times, never got an answer, and they still have the glasses. I've order the glasse on may 30th, and two month later, i ain't received my money back. Seriously, this is ridiculous, i've dealt with other sites in the past, always had a good experience, but with selectspecs.com, i would never recommand this site to anybody.

If they're stonewalling you and you have tried contacting them as many times as you say, personally i'd send a LBA recorded delivery.

bcl999

If they continue to insist you must take a replacement, could they not at least make them to your latest prescription?

SelectSpecs_company_representative

Frederic,
As suggested in an email and on Facebook we've decided in this instance to offer you a refund on the frame as you are not happy. The prescription was checked by an independent lab here in Kent and the prescription and PD was correct as given in your order so we're unable to offer a refund on the lenses unfortunately. Had there of been an error on our part we would've gladly remade the item for you at no cost to you like we have done with several orders in the past.

Kind regards,

James
SelectSpecs.com