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Tesco Opticians
loopydonna
Posts: 126 Forumite
I had my eyes testing in November and picked two new frames that were on a BOGOF offer. I picked a rimless pair myself and was looking for a second pair. I usually pick thin and delicate frames, but the advisor picked up chunky plastic frame. I put them on and I wasn't sure, but he convinced me they were fabulous and said I looked amazing in them, so I agreed to buy them on his advice. He filled in the order and told me to sign the sheet to confirm I was happy with the frames. The refund/replacement policy was not mentioned at this point.
I went back a couple of weeks later to get the glasses. I tried the rimless ones on first and the lady was very complementary. I tried the chunky pair next and she said "oooh they're very big" and she had to make a lot of adjustments. They still didn't feel right when I left the store, but she told me I'd have to get used to the frame.
Over December, I made several trips back to the store for adjustments as the frame would just not sit comfortably on my face. I asked about the replacement policy as I wasn't happy that the frame was so uncomfortable. I was told the refund/replacement policy did not apply to me as I had signed to say I was happy with the frames on ordering. At no point was I told I was signing my rights away by signing. At the end of December, I was told there was nothing more the store could do, so I would just have to live with the glasses.
I wasn't happy about this as I for the price I paid, I expected glasses that were comfortable to wear. I wrote a letter of complaint to Galaxy Optical Services who run the franchise in Tesco Opticians. They wrote back in January and told me they had spoken to the Tesco Opticians manager and I had to go back into the store and get the glasses fitted again.
She couldn't see me until February, so I went back and had the glasses adjusted again but they still didn't feel comfortable. She told me to wear them for a month to give them a chance and go back and see her in March.
The glasses were still uncomfortable as she had bent the arms in to make them stay on my face, so I had pressure on my temples and red marks on my nose. They also stuck out a long way off my cheek, rather than being tilted in, so when I glance down at documents or books on my desk, I'm actually looking under the bottom of the glasses and can't read! I need to be able to do this for work (desk job) and university, so I couldn't wear the glasses for either activity which make up a large part of my day.
I spoke to another optician that I met through my work and asked his advice on how to get it to fit comfortably. He said the frame is too wide for my face, so he doubted it would ever fit comfortably.
For the next few weeks, I tried contacting the store manager again, but she was off sick and then had lots of time off to deal with her critically ill father. Messages I left were not returned and I called into the opticians twice but was told only she could sort the problem out and she wasn't available.
I'd had enough by this point and posted both pairs of glasses back to Galaxy with a letter saying I was rejecting them under the Sale of Goods Act as not fit for purpose and I'd like a full refund so I could go elsewhere.
I've had a call from the store manager this morning telling me to go into the store and pick a replacement pair of glasses. She said there is a letter from Galaxy in the post to me but I haven't had it yet. I'm not sure where the original glasses are.
Where do I stand now? I've totally lost faith in Tesco Opticians and I've been messed around so much, I'd rather have a refund and go to another opticians. Do I have to accept a replacement?
I went back a couple of weeks later to get the glasses. I tried the rimless ones on first and the lady was very complementary. I tried the chunky pair next and she said "oooh they're very big" and she had to make a lot of adjustments. They still didn't feel right when I left the store, but she told me I'd have to get used to the frame.
Over December, I made several trips back to the store for adjustments as the frame would just not sit comfortably on my face. I asked about the replacement policy as I wasn't happy that the frame was so uncomfortable. I was told the refund/replacement policy did not apply to me as I had signed to say I was happy with the frames on ordering. At no point was I told I was signing my rights away by signing. At the end of December, I was told there was nothing more the store could do, so I would just have to live with the glasses.
I wasn't happy about this as I for the price I paid, I expected glasses that were comfortable to wear. I wrote a letter of complaint to Galaxy Optical Services who run the franchise in Tesco Opticians. They wrote back in January and told me they had spoken to the Tesco Opticians manager and I had to go back into the store and get the glasses fitted again.
She couldn't see me until February, so I went back and had the glasses adjusted again but they still didn't feel comfortable. She told me to wear them for a month to give them a chance and go back and see her in March.
The glasses were still uncomfortable as she had bent the arms in to make them stay on my face, so I had pressure on my temples and red marks on my nose. They also stuck out a long way off my cheek, rather than being tilted in, so when I glance down at documents or books on my desk, I'm actually looking under the bottom of the glasses and can't read! I need to be able to do this for work (desk job) and university, so I couldn't wear the glasses for either activity which make up a large part of my day.
I spoke to another optician that I met through my work and asked his advice on how to get it to fit comfortably. He said the frame is too wide for my face, so he doubted it would ever fit comfortably.
For the next few weeks, I tried contacting the store manager again, but she was off sick and then had lots of time off to deal with her critically ill father. Messages I left were not returned and I called into the opticians twice but was told only she could sort the problem out and she wasn't available.
I'd had enough by this point and posted both pairs of glasses back to Galaxy with a letter saying I was rejecting them under the Sale of Goods Act as not fit for purpose and I'd like a full refund so I could go elsewhere.
I've had a call from the store manager this morning telling me to go into the store and pick a replacement pair of glasses. She said there is a letter from Galaxy in the post to me but I haven't had it yet. I'm not sure where the original glasses are.
Where do I stand now? I've totally lost faith in Tesco Opticians and I've been messed around so much, I'd rather have a refund and go to another opticians. Do I have to accept a replacement?
0
Comments
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At the end of the day you chose the frames in question, nobody held a gun to your head, if they looked too big you had every opportunity to chose a different pair.0
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You've been offered a replacement pair of glasses. I'd take them and ensure you go elsewhere next time. Personally I don't trust Tesco to sell me anything without causing me a problem0
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At the end of the day you chose the frames in question, nobody held a gun to your head, if they looked too big you had every opportunity to chose a different pair.
I asked for advice and believed the man when he said they looked fine. I said they looked big but he said it was just because I wasn't used to chunky frames.
They shouldn't be allowed to advise customers if they are recommending a frame that isn't suitable.0 -
How they look is totally subjective and was up to you to decide whether you liked them or not, the optician merely gave his opinion which you could have easily ignored if you wished.loopydonna wrote: »I asked for advice and believed the man when he said they looked fine. I said they looked big but he said it was just because I wasn't used to chunky frames.
They shouldn't be allowed to advise customers if they are recommending a frame that isn't suitable.0 -
But the problem is not how they look, it is how they fit. This is down to the professional skill and judgement of the optician [or lack thereof]How they look is totally subjective and was up to you to decide whether you liked them or not, the optician merely gave his opinion which you could have easily ignored if you wished.Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
i take it you are happy with the rimless pair ie the paid pair - and it is only the free pair you are having problems with. tesco/galaxy have now offered to exchange the pair for a more suitable alternative - i think this is fair, the pair you have a problem was the BOGOF pair and while you seem to have poor advise has no real refund value.
unfortunatly many of the trendy heavier styles have limitations in the fitting and adjusting (especially the plastic frames). the real skill is explaining any limitations to the customer before they commit to purchase.Dogs return to eat their vomit, just as fools repeat their foolishness. There is no more hope for a fool than for someone who says, "i am really clever!"0 -
How they look is totally subjective and was up to you to decide whether you liked them or not, the optician merely gave his opinion which you could have easily ignored if you wished.
I do like look of the glasses. The problem is they do not fit me and I can't wear them for very long as they are too uncomfortable.sillyvixen wrote: »the pair you have a problem was the BOGOF pair and while you seem to have poor advise has no real refund value.
That's where it is a grey area. The frame itself and a basic lens was free. However I upgraded the lens to have an anti-glare coating on thinned down lenses (strong prescription!). I had to pay £60 for the "free" pair which I was happy to do.0 -
loopydonna wrote: »That's where it is a grey area. The frame itself and a basic lens was free. However I upgraded the lens to have an anti-glare coating on thinned down lenses (strong prescription!). I had to pay £60 for the "free" pair which I was happy to do.
surely if they are replacing the frames and lenses they will give you the thinner coated lenses in a more suitable frame for you.Dogs return to eat their vomit, just as fools repeat their foolishness. There is no more hope for a fool than for someone who says, "i am really clever!"0
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