Optical Express

nickbristol83

Had a bit of a nightmare with Optical Express, which started about a month ago. My G/F ordered new glasses in the Bristol store and was told they would be back within 7-10 day. However after ordering glasses to be made, paid £275 and waited a week, I found out that the display pair had been sent off to be fitted with lens, so I made a point of requesting a new pair of frames, not the ones that had been on the shop floor and tried on by numerous people, I was told that I would have to wait longer.
A month later and after at least 10 phone calls, glasses were finally ready to be collected. In the store they seemed ok, but we were rushed out and only had a chance to properly inspect the frames on returning home. On doing so it became apparent that new frames had not been supplied and in fact the frames were scratched, chipped and a mark on the leg looks very much like it has been left from the security tag used in store.
Went back in today with the goal of getting a refund, however I was told that they were new fames and some times the lab who fit the lens can damage the frames and a assortment of other excuses .
Basically the manager just kept repeating that Optical Express don’t have a refunds policy and the only thing he could do was order more new few frames , but considering there track record I demanded a refund.
Does any one know the score with the sale of goods act when it comes to ‘Bespoke Goods’? Have read different advise as to whether or not I can push for a refund or I have to allow the shop to replace the glasses? Any ideas would be helpful as really just want my £275 back, and I just don’t understand why a retail shop wouldn’t have a refunds policy?