Vision Express Customer Satisfaction Guarantee

mcgrimes

Hi Guys,

Ordered some glasses from vision express (In Store) yesterday, and was pushed towards spending £170 on thin lenses.

As part of their satisfaction guarantee VE discuss refunding the difference for glasses that can be bought in store at another retailer.

I Have seen my glasses at SelectSpecs for £100 less for the frame, and £125 less for the lenses.

SelectSpecs do have a shop in Kent, and thus their glasses are available in store; this to mean sounds like valid criteria for the 'refund the difference' scheme.

When speaking to the customer services at VE, i was told I'd need a printed till receipt/invoice signed by a member of SelectSpecs.

A Few issues with this; they are in Kent and i am in the North West, and who is going to give out a printed till receipt signed?

I See no issues with using an online order form from SS as substantiation for my refund in the difference; the terms and conditions of VE do not stipulate that proof has to be in such a form.

Are they going to try and bounce this one away? If so, do i have right to complain to my credit card company as VE are failing to honour their guarantees?

Would appreciate some advice guys!

Buzby

I don't believe so - the guarantee will be what they state it is in their T&C's. Have you read them? How are you sure you are comparing like with like - especially when each firm purposely describe the features differently. Invariably, you get what you pay for, so if you pay less, you'll get less (or old stock).

My local chain Optician requires any cheaper price to be within 50 miles and excludes online sales. Does yours?

mcgrimes

I'm comparing the frame as model vs model (Same frames) and the lens based on their lens type (1.74 index). The glasses are designer frames: Oakly Halftrack OX3109. The VE lens description is ambiguous at 'Clearview Crystal Thin', but this is just a term given to lenses with a 1.74 index.

As Vision Express is national, i can't see how the 50 mile exclusion would apply as you can usually take products back to any of the same store. There are no distance exclusions i am able to find.

Their exact clause is as stated below:


Their clause states:
Competitive price guaranteed**
If you find the same product cheaper elsewhere within 30 days of your purchase, we will gladly refund the difference.

** Prices apply to like for like products sold via store networks only, not on products found at on-line only retailers. Your statutory rights are not affected.

visidigi

I tried this with VE - they weren't interested.

So I took my prescription from them and went and bought online from eyewearbrands.com (former specsavers director runs it) - just waiting for my THIRD pair of Oakley glasses to come tomorrow, all bought for less than one pair at VE.

VE refused to even entertain the idea - customer lost for life now.

mcgrimes

visidigi wrote: »

I tried this with VE - they weren't interested.

So I took my prescription from them and went and bought online from eyewearbrands.com (former specsavers director runs it) - just waiting for my THIRD pair of Oakley glasses to come tomorrow, all bought for less than one pair at VE.

VE refused to even entertain the idea - customer lost for life now.

Showoff - i Seriously regret paying; I Felt under pressure to buy there and then, mainly from the fiancee!

The 'dispensing service' on the receipt is what i find completely shocking - £114 on the thin lenses and £180 on the frames them selves.

Thank you for your experience, not quite sure how to approach this, but if anyone has any other advice or experiences please do share.