Select specs - problem with glasses

trevortwo

About a month ago, I ordered some new glasses from selectspecs; (they are exactly the same prescription as my old ones, just a replacement for wear and tear); they arrived last Friday and I found that everything looked "curved"; it's a bit hard to explain, but it's a bit like looking out of a fishbowl - everything in the bottom half of the lenses starts curves 'into' me, and it takes effort to focus on objects when I move my eyes left and right. I put it down to 'new glasses' so I wore them over the weekend but they are just very disorientating - there's definitely something wrong. I don't know *what* is wrong - I'm not an optician... but I can't use them.

Anyway I contacted selectspecs, and they are refusing to accept a return. I accept that under distance selling regs, they are a 'custom product' - but I'm not sending them back because I don't like the colour - they are genuinely not fit for purpose.

I've posted a copy of the emails below; does anyone have any advice? What can I do from here? I've learnt my lesson though - I think I'll stick to the high street from now on...

trevortwo

I ordered these glasses to replace my current ones - prescription is exactly the same as before. They arrived last Friday (24th June). The prescription is fine - if I look straight forward through the top half of the lenses, everything is as sharp/clear as my old glasses. However, there is significant distortion when I look left/right or shift my eyes to the lower half of the lenses. At long distances (10m+) this "fishbowl" effect is not apparent, but at medium to short distances everything looks curved; it is uncomfortable to look at a computer screen or read for any length of time. I chose this frame because it is a similar size to my old glasses, and if I measure the lenses, they have almost the same length/height - I don't understand why the new lenses distort my vision so much. Please can I send them back for a refund?

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Thank you for your inquiry, we are sorry to hear this, these have been made to the following prescription, is this correct?

R eye: Sph -5.25, Cyl -0.25, Axis 100.0, ADD +0
L eye: Sph -5.50, Cyl -0.25, Axis 170.0, ADD +0
PD: 60.0mm

Kindly check your prescription to ensure your plus or minus signs have been entered correctly as this could be the problem?
Does your prescription indicate a reading ADD or any other info, perhaps you missed this off when ordering?
Where did you obtain your PD/Pupillary Distance from for this order?
Kindly scan and attach your prescription to your reply for verification please.

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[attached scan of my script - values are correct]
Yes, the details you have are correct - my prescription is attached. I cannot see any ADD value I could have used though, that column is blank?
PD measurement (and all the other values) are the same as my current glasses

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Thank you for your email, please confirm that you can not see clearly at distance, because you have selected distance option, and we will remake the glasses.

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Please read my original message: the prescription is not wrong - I can see clearly at distance, *if I look straight forward, through the top of the lens*. If I shift my eyes to the left/right, or look through the bottom half of the lens, my vision is distorted; everything looks curved and it takes time for my eyes to re-focus, which tires me out and gives me a headache from a few hours' use. Please can you provide me with a return address - I would like a refund. Thanks for your help

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Thank you for your email, as I understand the glasses were made correct according to the prescription, this product is a tailor made work and is non-refundable.

SelectSpecs_company_representative

Hi Trevor,

I have spoken to our customer service team about this and have been told that they have contacted you with an offer to remake your glasses for you for a reduced fee of £20, this would normally cost around £50 as there is a reglazing fee and postage to consider so we feel our offer is generous to you. I have been informed that the reason why we will not refund your order is because we have made your glasses to the specification you have given us which you have confirmed is correct as also confirmed by your optician (disclosed in your emails to us). It has also been advised that the PD measurement you entered was incorrect at 60mm when your optician advised you it should have been 63mm.

Unfortunately in these circumstances we're unable to offer refunds as we're not at fault, however, we do understand that mistakes to happen so are happy to offer a reduced cost for you to solve this problem - we're still awaiting a reply from yourself regarding this. If the problem had been our fault then we would gladly put our hands up and remake your frames for you.

Hope this helps.

nedmundo

Don't distance trading laws apply in this case? In which case you are entitled to change your mind and return them for a refund.

SelectSpecs_company_representative

nedmundo wrote: »

Don't distance trading laws apply in this case? In which case you are entitled to change your mind and return them for a refund.

Unfortunately not as these are tailor made to the customers specifications so this doesn't apply. Frame only or sunglasses, which are off the shelf items, can be returned for refund or exchange.

nedmundo

SelectSpecs_company_representative wrote: »

Unfortunately not as these are tailor made to the customers specifications so this doesn't apply. Frame only or sunglasses, which are off the shelf items, can be returned for refund or exchange.

Are you sure? My understanding was that it didn't make any difference if it was tailer made or not - the 30 day right of return still applies.

pollyskettle

nedmundo wrote: »

Are you sure? My understanding was that it didn't make any difference if it was tailer made or not - the 30 day right of return still applies.

Consumers have a cooling-off period of seven working days in which to cancel the contract, starting from when the goods are received, without having to give a reason. If no details of the cooling-off period have been given by the supplier to the consumer, it is extended to three months.


The right to withdraw can be exercised by the consumer even after the goods have been delivered, or the services have been provided. The consumer is entitled to receive a full refund for a cancelled contract within 30 days.

There are some exceptions to these rights of cancellation, including:

• contracts for the provision of accommodation, transport, catering or leisure services, where these services are supplied on a specific date or for a specific period
• the sale of customised goods or perishable goods
• sealed audio or video recordings, or software, which have been opened
• sales by auction

from Business link

nedmundo

Thanks - I stand corrected.