Glasses bought online

darren2385

Hi

I bought some prescription glasses online from Metsuki and they have caused me headaches and distorted vision.

They agreed to check the prescription for me and so asked me to send back the glasses.

They have replied with the following extract:

"I have spoken with our lab today and they have advised that the issue you are having with your lenses is due to the design of the lens.

The Lineis 1.74 lens is only available with an aspheric design. This design is best suited to prescription higher than a +/- 6.00. The lens provides optimum vision through the centre of the lens however, there can be slight distortion around the outside edges.

You may find you are able to adjust to this aspheric lens over time. If you are having trouble adjusting to this lens you may wish to have new spherical lenses fitted.

The most suitable lens for your prescription that is available with a spherical lens design is the Stylis 1.67 Crizal Forte. We can provide you with this lens a cost of £63.99."


I would like to get a full refund because before purchasing, I did email them my prescription information and they specifically replied and told me that the Lineis 1.74 lens would be "well suited". They did NOT tell me that this lens would cause me issues as my prescription is below the +-6.00 threshold.

I understand these are not covered under distance selling because they are custom goods but surely there is a case for mis information? The 1.74 lens is a premium lens at £129 which they recommended even though it isn't suitable?!!

Please can anyone advise best way to proceed? Two points to consider is that they currently have my glasses and I paid on a credit card £180.
http://www.metsuki.com/guarantee_and_warranty.html

thanks

Paulingreenwich

That's weird as I know for a fact that ALL varifocal lenses have what's called a 'non-tolerance' warranty. The Lineis lens is made by a company called Essilor who honor this warranty. Send them straight back and demand they honor the warranty. Do not take 'NO' for an answer.

I only know all this because I buy my varifocals online and I also use Essilor lenses (Varilux Physio). I did try the Varilux Comfort initially but I didn't get on with them. the company I used allowed me to return them and upgraded my to the Physio, to which I find far more comfortable to use for driving.

I think your problem lies in the fact that very thin lenses produce more distortions. I too had a 1.74 lens but then had to downgrade to a 1.67. This vastly reduced the blurriness around the edges and made my vision far crisper through them.

darren2385

Thanks for your reply Paulingreenwich.

Metsuki have now agreed to refund minus postage, claiming these types of complaints are rare.

I do not have varifocals and I don't think the 'non tolerance' warranty applies to single vision. Unless you know otherwise?

Given what you and others have said, maybe I will give it another try online but get 1.67 index - atleast the money I risk losing is half the cost of 1.74!