VisionExpress - glasses not 100% new

Mcfi5dhc

Hello

I bought some new glasses at Vision Express a few weeks ago, and collected them a few days ago. Since I have been wearing them, the frames have been really hurting, and clearly need fixing (for example, if you put them on a table, one of the arms is in the air, while the other is touching the table). The lenses themselves are fine.

The problem I have is that when I bought them, you try on a few pairs that are on display, choose one, and they take that exact pair off the shelves and they swap the lenses over to your prescription. So in theory, hundreds of people could have tried on this pair.

The frames are not symmetrical at all, but this wasn't noticed when I received them at VE. I tried them on, and they felt funny, but nothing too bad. They are now unwearable after only a few days.

After having them for a few days, I can see at least three slight bends in the frame (the main bridge, and two on the arms). I have looked after them impeccibly, as I do all my specs, so I am hoping they don't blame me for the damage.

VE will obviously attempt to twist the back into shape in whatever fashion they can, which I will let them try. But, do I have any rights to demand a new pair if it fails, not a pair that has been on public display for days/weeks/months? I have paid full price for them, they were not reduced.

I am going in to see them on Saturday, and would just like to know if I have any rights to ask for a new pair (with the same lenses)

Many thanks for your advice

Chimpofdoom

Mcfi5dhc wrote: »

Hello

I bought some new glasses at Vision Express a few weeks ago, and collected them a few days ago. Since I have been wearing them, the frames have been really hurting, and clearly need fixing (for example, if you put them on a table, one of the arms is in the air, while the other is touching the table). The lenses themselves are fine.

The problem I have is that when I bought them, you try on a few pairs that are on display, choose one, and they take that exact pair off the shelves and they swap the lenses over to your prescription. So in theory, hundreds of people could have tried on this pair.

The frames are not symmetrical at all, but this wasn't noticed when I received them at VE. I tried them on, and they felt funny, but nothing too bad. They are now unwearable after only a few days.

After having them for a few days, I can see at least three slight bends in the frame (the main bridge, and two on the arms). I have looked after them impeccibly, as I do all my specs, so I am hoping they don't blame me for the damage.

VE will obviously attempt to twist the back into shape in whatever fashion they can, which I will let them try. But, do I have any rights to demand a new pair if it fails, not a pair that has been on public display for days/weeks/months? I have paid full price for them, they were not reduced.

I am going in to see them on Saturday, and would just like to know if I have any rights to ask for a new pair (with the same lenses)

Many thanks for your advice

Here's VE's policy...

http://www.visionexpress.com/information/services-guarantees/total-satisfaction-guarantee/

I'll direct you to point one on their form.. enjoy

Mcfi5dhc

Chimpofdoom wrote: »

Here's VE's policy...

http://www.visionexpress.com/information/services-guarantees/total-satisfaction-guarantee/

I'll direct you to point one on their form.. enjoy

A very good link, thanks for that

Mcfi5dhc

Update:

They fixed the glasses to my satisfaction, and apologised for the inconvenience, so no need to get a new pair

I'm obviously happy with the outcome, and of Vision Express as a whole.

Chimpofdoom

Mcfi5dhc wrote: »

Update:

They fixed the glasses to my satisfaction, and apologised for the inconvenience, so no need to get a new pair

I'm obviously happy with the outcome, and of Vision Express as a whole.

Good good, glad you got the outcome you wanted.

Never had a problem with VE myself, always good customer service