DirectSight unfit for purpose glasses for pensioner?

wealdroam

Marathonman2000 wrote: »

That may well transpire to be the solution.

Hmmm... I, like others, are not sure that Chargeback is the solution.

I only gave details on chargeback because you thought the purchase needed to be over £100 to be considered.

Now that DS have stated that there is no fault with the goods, they will surely object to a chargeback.

As I said earlier, you will now need to get an independent report that states that the goods are faulty, otherwise you will not get a refund to stick via the chargeback process... in my opinion.

Marathonman2000

mountainofdebt wrote: »

Personally there are things that I am happy to buy on line and others I'm not ....and glasses fall into the later category.

Sometimes its more moneysaving to pay a little extra

I have to say that as someone who has bought confidently online for many years, I no longer see any benefit of it. This matter with the glasses is just one of a number of major headaches I've had from online purchases recently. Add to that the sometimes ludicrous security measures applied by online retailers and it just no longer seems viable! You really don't save that much compared to high street prices anymore either.

The irony in this situation is that I have used glasses2you several times myself, for complete glasses and reglazes. They are absolutely excellent, both products and service. I once gave them the wrong prescription for a reglaze. I emailed them pointing out my error and they charged me ... £5 plus postage to have the lenses replaced with the correct ones! Why oh why did I let myself be seduced by saving a few £s with DirectSight!! :mad:

Paul

Marathonman2000

wealdroam wrote: »

Hmmm... I, like others, are not sure that Chargeback is the solution.

...

As I said earlier, you will now need to get an independent report that states that the goods are faulty, otherwise you will not get a refund to stick via the chargeback process... in my opinion.

Ok, well it is worth bearing in mind. The thing is do they have to be faulty? They are genuinely unwearable as they are so surely not fit for purpose?

I will have to see what DirectSight say tomorrow and consider asking them to send the specs back so we can get an independent assessment.

Cheers

hollydays

Looking at the photos, it looks bad, but im not sure that any close up glasses would look similar, but I would take them into an optician , several different ones, and ask for their opinion.that would seem a sensible way to get a second opinion free.

I actually believe you are at fault to choosing lenses that aren't compatible with her frames-there no way you could have know by buying on the Internet.
I don't think she's been ripped off, I think you are being unfair to the company, again , I could be wrong.
This is one thing I disagree with mse about-I dont believe you can get a personal service buying glasses online, but I could be wrong.Also, I suspect some prescription are best done face to face, and hers could have been.

The words ultra thin mean nothing really, ultra thin compared to another retailer whos are thicker?and I wonder if you read too much into that when you ordered.you could do with an optometrist to look at this thread.

I'm not trying to make this worse for you but just musing, I have a low prescription for glasses, I take them to my nearest cheapo optician, and the customer service they give is fab, they even told me if I didn't get on with the two pairs of frames ( style not fit)they may be able to change them, you can't fault that service.

ThumbRemote

DirectSight wrote: »

Hi Paul,

Thank you for inviting us to join the discussion. We always appreciate any feedback on our service, both positive and negative.

However, unfortunately, we are unable to discuss other customers' orders on social media sites or online forums as it breaches our rules on confidentiality.

If Doreen would like to call us on 0800 862 0362, we'll be happy to discuss any problems with her.

Kind regards,

Direct Sight

1. You need permission for MSE to post as a company.

2. Paul was your customer as he paid - so assuming he's happy to discuss it here, there are no confidentiality issues.

OlliesDad

ThumbRemote wrote: »

1. You need permission for MSE to post as a company.

2. Paul was your customer as he paid - so assuming he's happy to discuss it here, there are no confidentiality issues.

Post #14 confirms it was Doreen who paid. Even if it was Paul who had paid, I doubt any decent company would discuss details on the internet.

TeamLowe

Unfortunately OP I do think this is a case where paying for a professional opinion would have been the better choice

If Doreen had taken the glasses to any optician they would have given their professional advice that those frames would not suit anything other than the 1.74 index she originally had- not all lenses fit in all frames. Indeed due to my high prescription even with the highest level thinning I'm have a very limited set of frames I can choose from

As it was, you chose not to take a professional opinion and they fulfilled your order to your specifications.

I think it's pretty shoddy customer service to not say 'this lense is not appropriate for this frame' but they've given you exactly what you ordered.

It's similar to ordering a suit and giving them your measurements and suit comes back and the arms are three inches too short- they've done exactly what you asked but what you asked for was wrong

Looksguywalker

ThumbRemote wrote: »

1. You need permission for MSE to post as a company.

2. Paul was your customer as he paid - so assuming he's happy to discuss it here, there are no confidentiality issues.

Paul is not the customer, he didn't pay, Doreen paid on her Tesco card as per post #14.

persa

TeamLowe wrote: »

Unfortunately OP I do think this is a case where paying for a professional opinion would have been the better choice

If Doreen had taken the glasses to any optician they would have given their professional advice that those frames would not suit anything other than the 1.74 index she originally had- not all lenses fit in all frames. Indeed due to my high prescription even with the highest level thinning I'm have a very limited set of frames I can choose from

As it was, you chose not to take a professional opinion and they fulfilled your order to your specifications.

I think it's pretty shoddy customer service to not say 'this lense is not appropriate for this frame' but they've given you exactly what you ordered.

It's similar to ordering a suit and giving them your measurements and suit comes back and the arms are three inches too short- they've done exactly what you asked but what you asked for was wrong

I'm with TeamLowe on this one. When you reach a certain strength of prescription, you need to consult with a professional as to whether lenses will actually suit a particular style of frames.

Yes, the lenses don't sit flush with the frames. It doesn't make them bad lenses (can Doreen see through them, are they the right prescription?) but it does mean that index of lenses with those frames was a poor match. That would have been clear to anyone processing the order before they sent for the lenses to be cut - but even though morally they should have contacted the customer to advise, and to ask to reconfirm the order - that's a customer service issue rather than a legal one.

Feel sorry for you and Doreen, but when your eyesight is that bad, an index of 1.67 is not going to cut it.

Actually, unless her prescription has deteriorated a lot recently, I'm surprised she had 1.74 index lenses in that same set of frames and that they - I assume - looked okay. It's a style of frames I would suggest has been designed for people with good eyesight - i.e. who wear very flat lenses.

Marathonman2000

Thank you all for your replies. Your advice and opinions are interesting and I am grateful.

I mentioned earlier that I had great service from Glasses2you in the past and regretted not using them again for Doreen's reglaze. I found an email from them and replied to it asking if they would look at this forum and the pictures here and on Facebook and offer an opinion. They quite correctly said that they could not offer an opinion on the glasses from pictures and asked that we send them the glasses and the original lenses. They also offered to help out and put the glasses right for Doreen!

Doreen and I have decided it is time to cut our loses as it were and take the refund of the reglaze fee and postage DirectSight have offered. We have asked Glasses2you to sort out the mess created by DirectSight and will put this down to a bad experience. By the way, DirectSight have refused to send the glasses to Glasses2you and are sending them back to Doreen for her to post to them. No good will what-so-ever from DirectSight, to the last breath!

This is such an injustice! For those saying we got what we ordered in particular, take a look at the pictures. There is no doubt in my mind that the lenses DirectSight 'fitted' are not fit for purpose nor of merchantable quality. The lenses are not the same shape as the frames, therefore faulty. They are fitted to the back of the frame aperture rather than towards the centre. This combined with the thickness of the lenses makes them unwearable. I think that warrants a full refund.

I take on board that the thickness and DirectSight describing them as ‘ultra thin’ is a relative thing. This was however, their so called ‘Platinum Plus’ service, the second thinnest option they offer. So I think it was fair to assume they would at least be thin enough to fit the frames. The original lenses were exactly the same prescription and were also the ‘Ultra Thin’ option from a high street optician. They fitted perfectly and were very comfortable for Doreen to wear.

For those saying I should have gone to a professional for Doreen's reglaze, I thought I was. How wrong I was eh?

I think the lesson here is buying spectacles or getting them reglazed online can save you a lot of money and is safe, if you choose your online optician carefully. So long as they are prepared to put things right if they go wrong, as Glasses2you are, you have nothing to worry about.

Thanks again to you all.