Scratched Glasses - Can they deny me a repair?

beaker_1983

I bought two pairs of glasses from Asda about two weeks ago, when I went to pick them up I was on my way to a weekend away so when two hours into the journey I found a scratch on the lens of the pair I wasnt wearing there was no way I could have returned them. I phoned Asda to let them know what I had found, explained I was on holiday and asked if I could bring them back for repair whe I got back from holiday (at the same time I had a contact lense appointment). They said this would be fine but when I returned them the manager came over to me and said it was a scuff on the lens caused by the glasses being mishandled and the lense company would probably not repair them for me, she basically insinuated I was lying and it was my fault dispite me expaining they hadn't been taken out of the case.

... The lense company did refuse and Adsa are being totally unhelpful. Do I have a valid claim to a repair as I contacted them to let them know?

visidigi

if you collected them from Asda no. You were there to inspect the goods before leaving, you have no DSR rights, therefore, its your fault - you should have checked both pairs of glasses before leaving.

I always got annoyed when I used to be made to try on all my glasses in store by specsavers, now your story makes me realise that its way more than just making sure they are adjusted right.

beaker_1983

I'm absolutley gutted, I'm gonna dig my heels in and see what happens but tbh im not hopeful

Thanks for the help though

aheaton46

I had a similar problem last year. Got a new pair of glasses from Asda opticians, a few weeks later one of the lenses had loads of small scratch marks. It seemed that whatever anti-scratch coating was applied basically wasn't working. I've worn glasses for 25 years and never had this problem before, to my mind the glasses were faulty.

Took them back to Asda who sent them off to the lens manufacturer (I think it was Hoya). The manufacturer claimed there was nothing wrong, local Asda store returned to me and told me there was nothing they'd do about it.

In the end I posted the glasses to Asda head office in Leeds, with a polite covering letter explaining the problem and how I felt the glasses were faulty. It took over a month for a reply, but finally they wrote and said the store would sort out a replacement pair. Few weeks later the store got in touch, new glasses had arrived. Now 8 months on the new pair are still fine, which I think is a strong indicator there was a problem with the originals and the manufacturers report was wrong.

So try sending the faulty pair off to Asda head office, recorded delivery, and see what they say.

Zandoni

I certainly wouldn't give up without a fight. Go back to the store and explain the situation to the store manager, emphasising that you phoned and was told there wouldn't be a problem

If that fails try phoning Asda head office, it's not reasonable to be able to inspect them in store. We are always buying goods that are in boxes and these are inspected at home why should glasses be any different.