Tesco opticians

urbanspaceman99

Hello my wife bought two pairs of prescription glasses from Tesco
opticians in July. Around three weeks ago one of the arms fell off
and she noticed an arm on the other pair was loose.
She took them back explained that the arm came off and the other
one was loose and that she would like them repaired. The woman
said she needed authorisation of her manager before she could send them off to the lab for repair.
We left the damaged glasses at the opticians while this was sorted
out. We got a phone call saying they had sent them and it would take
8-10 days. Two and a half weeks later we got a call from Tesco informing us the lab has decided the damage was caused by handling
and they wouldnt repair them for free. We went to the shop and was
told they had to stand by that decision and if we wanted to complain
we had to write in . Please can someone tell us where we stand, Thanks.

boo_star

urbanspaceman99 wrote: »

Hello my wife bought two pairs of prescription glasses from Tesco
opticians in July. Around three weeks ago one of the arms fell off
and she noticed an arm on the other pair was loose.
She took them back explained that the arm came off and the other
one was loose and that she would like them repaired. The woman
said she needed authorisation of her manager before she could send them off to the lab for repair.
We left the damaged glasses at the opticians while this was sorted
out. We got a phone call saying they had sent them and it would take
8-10 days. Two and a half weeks later we got a call from Tesco informing us the lab has decided the damage was caused by handling
and they wouldnt repair them for free. We went to the shop and was
told they had to stand by that decision and if we wanted to complain
we had to write in . Please can someone tell us where we stand, Thanks.

Aside from horrible formatting (less return key)

You need to get the glasses back and get an independent report stating an inherent fault. Since Tesco appear to have their "proof" the SoGA "retailer has to prove the fault was not inherent at the time of sale" aspect has been roughly satisfied, it's up to you to prove them wrong with that independent report.

Alternatively an email to the CEO stating the facts and your dissatisfaction with their approach might yield results, if not because they're wrong but because it isn't really worth their time arguing over.

urbanspaceman99

Thanks for your reply the glasses were not handled inappropriately
at any time. My wife has other reading glasses that cost ten times
less and there still going strong after several years. I'm just really
annoyed at their customer service or lack of it.

I will endeavour to improve my formatting in the future:D