Specsavers broke my glasses

hhsmith

I took my glasses back to Specsavers to have a bridge fixing repaired and was told that this was no problem. When I returned to collect them I was shown that the lens had been completely snapped in half! They say I have to pay for a replacement and eventually offered to do this for a reduced price of only £72! They apologised for not pointing out that I was leaving them at my risk, but even though they are happy to admit they snapped the lens they deny liability to replace it.

I need my glasses to drive and work (I'm much blinder than a bat) so feel I have no option but to pay and try and reclaim the cost whilst pursuing my complaint.

Any advice on where I stand? If I accept the half price offer is this preventing me from claiming money through say small claims?

Aaargh!

hhsmith

bris

Of course they are liable, even if they did advise you that they were left at your own risk. This would be an unfair term as you should expect them to repair your specs in a professional manner.
If you need them now, you should pay under protest and have this written on the receipt, this leaves you free to chase them at your convenience.

somethingcorporate

OP, Specsavers is a franchise, have you tried writing to the directors at the branch where the problem occurred?

noodles86

How long have you had the glasses for & were they originally bought from that particular branch of Specsavers?

I used to work for Boots opticians where we always advised people than any repairs we did were at the customers risk the kind of things we did was to replace nose pads, tighten screws adjust the arm behind the ear.

However two things **please remember specsavers may do things differently** if it was within a year and bought from our branch of boots & something broke we could get it replaced/fixed and secondly specsavers quality of glasses were shocking to the point that if you had approached me I would have took them out the back for 2 mins and then come back out advising I wouldn't be able to fix and advising to go back to the shop without attempting it!

arcon5

Do you not have a spare pair you can use for the time being? What are you using at the moment? As it may take a letter or two before they take responsibility for it.

If you need them back desperately, make them aware you are paying under protest. Have them write this on the receipt as well.

Or another option would be to start telling customers in store how they have negligently damaged your glasses and refusing to repair them - tell a few customers and they'll soon be running around trying to find a solution!

sirmarcus

somethingcorporate wrote: »

What do you suggest when they don't reply?

Reckon the CEO email address will get a response within 3 working days. Just hope the OP can find the CEO's email address :).

somethingcorporate wrote: »

OP, have you tried writing to the directors at the branch where the problem occurred?

Why bother when you can send an email to the CEO at no cost and probably get the same and more than likely better response ?

HTHs.

somethingcorporate wrote: »

OP, Specsavers is a franchise.

Total rubbish ! Specsavers operates most of their stores under a system which is called the 'Joint or Shared Venture Partnership'. This is similar to a franchise agreement between Specsavers and the franchisee; however, unlike many franchises, Specsavers stores work under the policy that 'any Specsavers customer is our customer', thereby meaning that a customer from one branch of Specsavers can expect to get equal service from another branch elsewhere. It also differs in that Specsavers own shares in the franchisee business rather than just providing goods and services under a franchise agreement.

OP so, as advised before, escalate and complain directly to the CEO.

somethingcorporate

OP, I suggest you exhaust the local complaints (i.e. the local directors) first before escalating otherwise if the CEO does not agree then you have nowhere left to go with your complaint. Additionally, Marcus has always failed to address what to do if they don't respond in 3 days since his advice is pretty much indefensible.

tomwakefield

somethingcorporate wrote: »

OP, I suggest you exhaust the local complaints (i.e. the local directors) first before escalating otherwise if the CEO does not agree then you have nowhere left to go with your complaint. Additionally, Marcus has always failed to address what to do if they don't respond in 3 days since his advice is pretty much indefensible.

That's because Marcus isn't trying to help, just trying to drive traffic towards his own site.

Specsavers_company_representative

Hi hhsmith

We have seen your post and are sorry to hear you’ve had difficulties. If you’d like us to contact the Store Director on your behalf, please email the details to uk.feedback@specsavers.com including your full name, DOB and the store visited.

We will be able to follow up to ensure your situation is looked at and so someone can get in touch to resolve.

Thanks

sirmarcus

somethingcorporate wrote: »

Marcus has always failed to address what to do if they don't respond in 3 days since his advice is pretty much indefensible.

Solution;):) : Chase if no response is received within 3 working days, wait another 3 working days, if a response is not then received contact customer services for a freepost address to send your complaint to the CEO.

OP...For info, I have always received a response with 3 working days after I have sent any email to a CEO. Mind you, I wouldn't pay too much attention to somethingcorporate as it thinks mistakenly that specsavers works a franchise agreement and still has not responded to my previous post where I stated ::)

'Total rubbish ! Specsavers operates most of their stores under a system which is called the 'Joint or Shared Venture Partnership'. This is similar to a franchise agreement between Specsavers and the franchisee; however, unlike many franchises, Specsavers stores work under the policy that 'any Specsavers customer is our customer', thereby meaning that a customer from one branch of Specsavers can expect to get equal service from another branch elsewhere. It also differs in that Specsavers own shares in the franchisee business rather than just providing goods and services under a franchise agreement.'

tomwakefield wrote: »

That's because Marcus isn't trying to help, just trying to drive traffic towards his own site.

Brilliant advice and thanks for the complement.:rotfl:

OP...I see that the specsavers company rep has now contacted you via this thread and so with luck you will get a saitisfactory response. If you don't, I suggest that you escalate accordingly to the CEO via email as advised in my previous posts.

HTHs and good luck.

somethingcorporate

I did respond to that point but it got deleted along with a large chunk of your posts, including the one where you said I talk BS, so thanks for the personal attack there.

Whilst it may not technically be a "franchise" governed by a franchise agreement you go on to describe how it is almost exactly the same and operates along almost identical lines. The Specsavers rep has advised exactly what I have (to start with the local directors) and now that they have suggested exactly what I did you appear to agree with it!

I will give you a :T for responding directly to one of my posts, usually you just completely ignore anything anyone has to say and just spam your website and poor advice incessantly.