Optical Express - wrong prescription but NO REFUND!

rainbowview

i recently went into a Optical Express and foolishly ordered a new pair of glasses and paid a 50% deposit of around £300.
i ordered on a Friday and all weekend thought that my prescription was incorrect (right was -0.75 weaker than my left eye, which felt strange as my left eye is hopeless compared to my right following a detached retina in the left eye).

I phoned straight away the following Monday to say I wasnt sure about the prescription and wanted to go for a second opinion. The second opinion confirmed what I thought and their error was nearly -1.75 in the right eye!! Anyway i phoned the Optical Express branch and obviously tried to cancel - they said NO, but would make the glasses to the new specification.

I am now going through the annoying process of custumer care, CEO, watchdog etc etc. ARRGGHH!! But I want my money back.

Has anyone else had this issue with Optical Express?

halibut2209

So they have offered the correct glasses?

Fosterdog

You don't make it clear whether optical express got your prescription wrong or whether you were given the wrong prescription from somewhere else but just ordered glasses fro OE.

rainbowview

apologies

Optical Express prescription was R) -19.75 and L) -19.00

When I went elsewhere it was R)-18.00 and L) -18.25 - which I believe is more likely to be correct.


I was unhappy with OE's mistake so therefore requested a refund. Subsequently OE have said they WILL make me the glasses at any prescription, but my issue is they were going to make my glasses potentially -1.75 sphere WRONG and that really annoyed me so I do not want to give them a penny.

Vortigern

rainbowview wrote: »

I was unhappy with OE's mistake so therefore requested a refund.

Do they give any guarantee of satisfaction?

I ordered a pair of varifocals from them. The measurement of pupillary distance seemed a bit imprecise (dabbing dummy lenses with a dried-up blunt felt tip!) When the specs were made I could not get used to them, even though I'd had varifocals before from a different optician. OE did a re-test and re-make. Then they lost my order for a few weeks before delivering the second pair. They were still not right. I asked for and received a full refund.

zaax

It sounds like your case is against the opthamologist as well as Optical Express.
What did they say about the wrong prescription?

bris

Makes no difference, you should have given them the chance to put it right and since the deposit is on the goods and not the test then there is not a lot you can do, the glasses will still come to your prescription.

A refund for the first test would be all you can hope for, you won't get anything from Optical express, they are notorious for their refund policy

nedmundo

So - if I'm right in thinking, you've not received the new specs yet, but have already decided that they are incorrect based on another Opticians say-so and your gut instinct?

What's there to say that the 2nd Optician is correct? If I were you, I'd hold fire, wait for the new specs and if they aren't right after a couple of days, go back to OE for them to sort them out for you.

harrys_dad

They have offered you correct specs so not sure what else they or you can do.