'Faulty' glasses denied refund

Dannieabnormal

I visited a large chain optician for an eye test, picked out frames, went to collect glasses a week later.

They did not feel right and writing was blurred unless I turned my head and looked out of one side. Adviser suggested that it could take a while to get used to them so I went home and was advised to return after a week if still the same.

When I got home I tried on glasses and they were awful. (This is my third pair so I am used to getting new glasses.) Things in the room were distorted and had to move to a certain position to make things clear.

Phoned optician and arranged to see them again. Third visit. They heated the glasses because they thought it might be the frames so bent them and made no better. They concluded frames were too big but prescription was right and said to pick new frames. Because my young baby was getting upset they said perhaps it would be best to do this another day.

Fourth visit. Each pair of frames I picked and liked, they said were too wide for my face and so would have same problem. So ended up choosing frames that were not preferred but would by now just be glad to see out of.

Fifth visit to pick up glasses. I was really hoping they would be fine. Could not see properly out of these either. But problem had switched mainly to other side.

By now feeling fed up but remaining pleasant. This was fifth trip into town with my young children and no car so I have to walk or bus each time. They wanted me tp see the optician again so they could heat the frames and bend them. The problem is clearly the lenses. I politely handed back the glasses and explained I would be going home to call their head office to see what they had to say.

Basically they think that I just don't like the second pair of frames and that is why I am complaining (they more or less said this on the phone) I asked for a refund and was told no because they are a bespoke item and are not faulty. They want me to now book a new eye test and start the farce all over again.

Can I get a refund based on the fact that they are not fit for purpose? I am so reluctant to go back for another eye test especially when I am being accused of lying. A stressed Mum, glassesless.

clever_username

Why not just say it was Specsavers or whoever and have done with it? Angry optometrists aren't going to hunt you down for raising the issue on MSE.

Jojo_the_Tightfisted

They either did the lenses wrong or their testing was rubbish (as I found out when it turned out that they had failed to notice astigmatism in my right eye for years). Go to an independent and you're more likely to get a good service.

valk_scot

I went to pick up a pair of new glasses in Boots last year...they were terrible, and everything was wavy and blurred. (They are varifocals.) They were adamant they were the right prescription, I was adamant they weren't. Much discussion took place, all of it polite have to say but the bottom line was that as they were already paid for I'd be seriously weakening my position if I accepted them and left the shop with them.

Then one of the assistants had a brain wave...and yes, she was right. The manufacturer put the lenses the wrong way round...left lens into right side and vice versa. The frames were symmetrical and the lenses could fit either way. The opticician swapped them round and they were perfect, and I've been wearing them ever since. It does show mistakes can happen though and really, you've got to dig in your heels and insist. Glassese are expensive and wrong ones can affect your health in all sorts of ways, including balance problems and problems with driving. Get in touch with Head Office and keep making a fuss. Only you can see out of your eyes after all!

aheaton46

Jojo_the_Tightfisted wrote: »

Go to an independent and you're more likely to get a good service.

Really? Why? I'd have thought there were good and bad independents, with no guarantee they'll be better or worse than a chain.

123louisa

To be honest it sounds like the lenses haven't been centred correctly.

When you have a pair of glasses made up they measure the distance between your pupils which is called the PD. If this is not correct the lenses are not cut at the right prescription.

This can usually be rectified by adjusting the frame if only a mm or 2 out, but any more than that and the lenses have to be remade or re-cut depending on the lens. There is no need really to get a new frame, just new lenses, unless the frame really is too big for your face and rx, (certain lenses and prescriptions shouldn't be glazed into certain frames). It sounds like the Opticians is doing everything they can to rectify the situation by getting you in to re check the prescription and fit, and you may have an intolerance to the new prescription which can only be found out by a retest.

Jojo_the_Tightfisted

aheaton46 wrote: »

Really? Why? I'd have thought there were good and bad independents, with no guarantee they'll be better or worse than a chain.

I can see your point, but I would give the analogy that you could pick up a cheap pair of children's shoes from Primark or go to a small shop that knows you well and has fitted your kids for years. One of the experiences will be likely to be more rewarding than the other.

faithcecilia

aheaton46 wrote: »

Really? Why? I'd have thought there were good and bad independents, with no guarantee they'll be better or worse than a chain.

Definately. I only ever had one really bad pair of glasses, and they were the only pair I ever got from in independant optician (who was highly recommended by a number of friends - all far older than me which was maybe the problem!). The pressure to buy something they wanted to sell me rather than what I really wanted was unbelievable and I will never use an independant again. I have used both Specsavers and Optical Express since and have had no problems at all.

wallbash

Take it you are implying that the larger chains are not as well trained/ experienced as an independent?

I think you might have a point about the sales staff but the those that actually test the eyes will/must be as good /bad as any other.

Big fan of my local Specsavers, but will admit that if I went to another branch things may well be different BUT if I go to an independent i bet there are good and bad ones.
Find a 'shop' that suits you.
I spent more than £300 for my glasses , they were not perfect on the first visit but specsavers sorted the problem out in a swift and professional way.

NickyBat

I had this happen to me years ago at Vision express after going back and forth many times and them blaming me it turned out the lenses were in the wrong way round!!

GlasweJen

Jojo_the_Tightfisted wrote: »

s). Go to an independent and you're more likely to get a good service.

Our local independant is excellent and I'd recommend him to anyone. That being said we "lost" an optom who had questionable testing techniques and that optom went on to work at an independant practice, they were less stringent in checking references etc. Independant doesn't always equal good, something to keep in mind. Always get a recommendation from someone you know before visiting an opticians.