Advice needed - refund refused.

wealdroam

BIGEYE wrote: »

I will be giving Glasses Experts a wide berth after this...

Why?

What have they done wrong?

What do you think any other online glasses supplier would've done differently?

Flyboy152

bludolph wrote: »

I don't think you'd be successful raising a CC dispute. You fully authorised the charge, and the glasses company hasn't done anything wrong since they're fulfilling exactly what your ordered. You might have to just live and learn from this.

Have you read the DSRs, CCA (section 75) and more importantly, the seller's T&Cs

Flyboy152

bludolph wrote: »

They consider ordering the materials to be a performance of service, because the lenses are customised to the specifications on the prescription you sent them. It sounds like they adjust lenses according to the prescription first, and shape them to fit the frames afterwards.

The DSRs seem to be applicable here. The consumer has the right to cancel the order within seven days of ordering (in respect of customised goods), up until the goods are manufactured. As it stood now the goods had not yet been manufactured.

Flyboy152

BIGEYE wrote: »

Just received this correspondence.

Unfortunately, that policy does not apply on the customized goods. We can refund you the reglaze amount and you can pay for the lenses as we have received your lenses already.

Ask them to point to where in their terms and conditions it actually says that.

George_Michael

You may well find that these lenses aren't classed as an exempt items as far as the DSR's are concerned.

Personalised items can't be returned but if I recall correctly, the guidance from the OFT stated that simply having to order an item in for a customer doesn't qualify it as being customised or personalised.
(the OFT website is currently down for maintenance)