Vision Express - can I get a refund? Ordered 1 new frame and 2 sets of lenses

Jodi

Hi,

Just wonmdering if someone can help me.

On Friday of last week and got my eye tested and ordered a new frame and lenses along with new lenses for my current sunglasses.

At the point of ordered I was not given the option of thinner lenses.

I telephoned the shop today and asked if it was the thin lenses that have been ordered and was told it was'nt. I then asked if I could up grade to thinner lenses and got told the cost of doing this, then was told that my lenses that I had ordered had already been made. The manager is back in the shop tomorrow and the member of staff that I talked to today is going to ask if I can up grade to thin lenses.

My question is - if I cannot up grade to thinner lenses can I get a refund? What are my rights for this??

I have to phone the shop tomorrow at 11am.

Jodi

pinkshoes

If thinner lenses were important to you, you should have requested this at the point of sale. This is normal practice at many opticians.

Your only option now is to pay the extra to have them changed. You have no rights to a refund unless the glasses are faulty.

Jodi

They are important to me, but to be honest, I just was'nt thinking about it at the time. Thanks anyway.

I am hoping that they will upgrade the lenses as I dont mind paying the extra but if they cant then I was thinking that I would just ask for a refund and then they could put through the order again??

Jodi

123louisa

Once the lenses have been "made" they cannot generally be changed.

You will be able to order thinner lenses and the store may only charge you the upgrade but they don't have to.

Jodi

Thanks for your reply Louisa.

The frames that I have ordered take up to three weeks to arrive into the shop, so I am hoping that at least those (which will be my every day glasses) can be changed. I would love them to change my sunglasses too.

I was kind of hoping that someone might have been able to tell me that because it is less then a week that I could just get a refund, or that I would be able to say that option was not given to me at point of sale and maybe they would then possibly have to give me at least the option to up grade the lenses.

Jodi

123louisa

In our store ( not VE and I don't work for said Opticians any more) once the order button has been pressed on our computer it used to go straight to the regional glazing centre, or whoever was supplying us with the lenses, they then start processing it straight away, hence why we quoted 7-10 working days but simple prescriptions came back in a day or two.

As staff, we used to get into trouble if we didn't check before pressing the order through as the lenses ordered the store still has to pay for even if they are not used.

Out of interest what is your prescription like? I used to offer thinner lenses to anyone over a certain prescription as standard and I am quite surprised that the SA didn't jump at the chance to sell up. If you have a low prescription you wont need thinner lenses.

Jodi

Thanks for the info Louisa. For the last five to ten years or so I have always went for the thinner lenses as my eye sight is'nt that great at all, just before the five year mark my lenses pre getting the thinner lenses were getting on the thick side. I'm unsure of what the prescription is this time round as I hav'nt got a copy of it (was going to ask for a copy once I picked up my glasses), all they told me was that my right eye had gotten worse and that my left eye was slightly worse, than the glasses I have now.

I am hoping due to the fact that my SA was the actual manager that she will at least remember me and the fact that when I come to pick up my glasses that my partner is going to have his eye tested aswell.

I am infact just hoping that she will say it's ok we will just up grade the lenses at a cost, which I would be happy to pay.

Jodi