Problems with glasses

loopydonna

I recently had an eye test and bought some glasses from Tesco Opticians. I'm petite with a narrow face, and usually buy light delicate looking frames.

I picked a paid of rimless frames with a very thin silver side which were similar to the thin semi-rimmed pair I was wearing. I was entitled to a second frame free and the assistant was making suggestions. He picked a semi-rimless pair with thicker rim and quite chunky sides which I wasn't sure about but he insisted they looked great and they would give me two completely different looks.

I ended up paying £120 for the first frame and got the second frame free, then paid £60 each pair for the lenses to be thinned and anti-reflective coating, so £240 altogether.

The glasses came and I've been fine with the rimless ones, however I've been having problems with the chunky pair. I find the frame really heavy and uncomfortable. I've been back for a number of adjustments. It's either too heavy on my nose or too tight behind my ears and they can't seem to get it to sit right on my face.

I've been back again today and they've adjusted them again but they are still uncomfortable. I also think they are bad fit as my eye is right at the top of the lense rather than more central meaning my vision is obscured by the frame if I look slighly upwards, and there is a big gap between the lens and my cheek - can easily slide a finger in there! For example there is a calendar on the wall above my monitor that I can read by looking up in the other glasses, but I'm looking over the frame and can't see it in these ones.

I said today I was sick of coming back for adjustments and getting nowhere and asked if I would be able to change the frame as their refund policy states that if within 28 days you are not happy with the fit of the frame, they will exchange the frame. I was told this does not apply to me. When I ordered the glasses, the man asked me to sign to confirm the order. Nothing further was said. I've been told today that by signing the card, I was signing away my rights to the refund policy and no exchanges can be given.

I was just wondering if there is any course of action I can take? It's a lot of money to spend on a pair of glasses that I can't wear because they don't fit properly.

reehsetin

have they said why you are excluded from the exchange policy?

loopydonna

Yes.

They have a blue card with your notes on. The man wrote the frames I'd ordered on there, and asked could I sign to say he'd written the right frames down and I wanted to place the order. I signed and he put the order on the computer.

The man said today when I signed the card, I was signing my rights away to a refund or exchange under the refund policy

elsien

"The man said today when I signed the card, I was signing my rights away to a refund or exchange under the refund policy."

Ask him to show you the bit in the terms and conditions where it actually states that.

pmduk

Why not talk to the Customer Service Desk?

olly300

loopydonna wrote: »

I recently had an eye test and bought some glasses from Tesco Opticians. I'm petite with a narrow face, and usually buy light delicate looking frames.

I picked a paid of rimless frames with a very thin silver side which were similar to the thin semi-rimmed pair I was wearing. I was entitled to a second frame free and the assistant was making suggestions. He picked a semi-rimless pair with thicker rim and quite chunky sides which I wasn't sure about but he insisted they looked great and they would give me two completely different looks.

I ended up paying £120 for the first frame and got the second frame free, then paid £60 each pair for the lenses to be thinned and anti-reflective coating, so £240 altogether.

The glasses came and I've been fine with the rimless ones, however I've been having problems with the chunky pair. I find the frame really heavy and uncomfortable. I've been back for a number of adjustments. It's either too heavy on my nose or too tight behind my ears and they can't seem to get it to sit right on my face.

I've been back again today and they've adjusted them again but they are still uncomfortable. I also think they are bad fit as my eye is right at the top of the lense rather than more central meaning my vision is obscured by the frame if I look slighly upwards, and there is a big gap between the lens and my cheek - can easily slide a finger in there! For example there is a calendar on the wall above my monitor that I can read by looking up in the other glasses, but I'm looking over the frame and can't see it in these ones.

The fact that your vision is obscured when you look up is due to the frame design.

Likewise having a big gap between your cheek and your finger is due to the frame design.

There is nothing wrong with the frame's sitting like that as I have 3 pairs of glasses that sit exactly like that. (1 old pair and 2 new pairs) In fact I can put 2 finger widths in between my cheek and my lenses.

I have a narrow face also and find over 95% frames are too big. Of the other 5% most of them need adjustment.

However while you stated the glasses are heavy on your nose you haven't said they leave an imprint. Which indicates there is nothing wrong with them you are just not use to their design.

The fact that they are tight on your ears means they need adjusting.

loopydonna wrote: »

I said today I was sick of coming back for adjustments and getting nowhere and asked if I would be able to change the frame as their refund policy states that if within 28 days you are not happy with the fit of the frame, they will exchange the frame. I was told this does not apply to me. When I ordered the glasses, the man asked me to sign to confirm the order. Nothing further was said. I've been told today that by signing the card, I was signing away my rights to the refund policy and no exchanges can be given.

I was just wondering if there is any course of action I can take? It's a lot of money to spend on a pair of glasses that I can't wear because they don't fit properly.

Phone up and demand to speak to the manager. If s/he is busy state you will wait and wait be willing to wait for half an hour. Ask them directly what their exchange policy is with regards to buying frames. Then and only mention your problem with the frames and the fact that their staff are incapable of adjusting them properly.


BTW my one pair of glasses in the summer cost £340 the other pair I got on the internet for £40. I actually ordered the same design of frames with the same measurements but different colour as for the first time in my life of wearing glasses since childhood the £340 frame pair didn't need adjusting.

pmduk

There's a useful thread about buying cheap glasses elsewhere on the forum. I believe there's a post in there about getting a refund from a Tesco opticians.

loopydonna

pmduk wrote: »

Why not talk to the Customer Service Desk?

I did but they said the Opticians is a franchise and there is nothing customer services can do.

olly300 wrote: »

However while you stated the glasses are heavy on your nose you haven't said they leave an imprint. Which indicates there is nothing wrong with them you are just not use to their design.

The fact that they are tight on your ears means they need adjusting.

The glasses were leaving an imprint on my nose before I got them adjusted today. Now they are too tight behind my ears again.

On all my previous glasses and the rimless ones, if you were looking at me straight on, the top of the frame would be against the skin between the top of my eyelid and my eyebrow. On these frames, the top of the frame is level with my eyelashes and obscuring my eyelid.

The frame is also a wider than my face, so the lens sticks out past the edge of my face. I'm not sure if that makes a difference to the fit or not as I've not had glasses this wide before

olly300

loopydonna wrote: »

I did but they said the Opticians is a franchise and there is nothing customer services can do.



The glasses were leaving an imprint on my nose before I got them adjusted today. Now they are too tight behind my ears again.

On all my previous glasses and the rimless ones, if you were looking at me straight on, the top of the frame would be against the skin between the top of my eyelid and my eyebrow. On these frames, the top of the frame is level with my eyelashes and obscuring my eyelid.

The frame is also a wider than my face, so the lens sticks out past the edge of my face. I'm not sure if that makes a difference to the fit or not as I've not had glasses this wide before

Get in touch with the manager - who is normally an optician - and find exactly what their refund policy is before you mention you have a problem and have had continuous problems.

I had a problem getting my glasses due to the lazyiness of the staff. The manager, the optician, stated they had a massive staff turnover shop assistants...........

loopydonna

I've been back a couple of times and spoken to the manager.

When the problem frame was decided on, I was unsure as I've never had a frame like it before but the assistant assured me it was a good choice and was suitable.

I've been told this morning that the refund policy does not apply to me because I signed the card, even though it was not explained that I was signing my rights away under their refund policy.

I've been told the frame it's the weight of the frame and lenses causing the problems as it's much heavier and wider than the other pair. I've said they are still causing problems and I can't wear them as they are too uncomfortable and leaving imprints, but they have said there is nothing more they can do and the matter is closed now.

So I'm left with a pair of glasses that I can't wear

Freddie_Snowbits

As I have far from perfect eyesight, my lenses are usually expensive as I go for the thinner less weight variants (£540 on two pairs this year). I always sit for at least 5 minutes with the frame I wish to purchase, before going ahead. Always look for soft nose clips if possible, the hard ones always dig in! I go for a loose fitting for my work glasses, which are varifocals nowadays.

The lenses do take some getting used to, becasue of the defraction they cause with the light, I especially notice this when I change my glasses for the driving pair, which are bigger.

But alas, I do have imperfect eyesight and as a consequence, have to wear glasses to correct my vision. the problem is Mr Clown does not see me as being disabled!