Tesco Opticians - Prescription Glasses

naveedxo

This is a bit of a long detailed story. I could really do with some advice if anyone can be bothered reading! Thanks.

I had my eyes tested in April at Black & Lizars Opticians. On Sunday the 29th of September, I went to Tesco Opticians to pick out new glasses and give them a copy of my prescription for new glasses.
I had originally booked an appointment for an eye test, but I was told I could not have one because I was only given on in April.

On Friday the 10th of October, I went to pick up my glasses. I tried them on and they were really, really blurry. I pointed this out straight away - and when the optician checked the prescription she said "Oh, it looks like someone has put through the wrong prescription". I was told I would have to wait about another week for this to be corrected.

I went back on Wednesday the 15th of October and tried on my glasses again. They were slightly blurry and didn't sit right on my face. I kept saying this to them and regarding the blurryness I was told "You just need to get used to them" and "You've just taken your contact lenses out so you need to give it half an hour to get used to them" (whenever I take my contacts out normally and put my old glasses on there is no "half an hour to get used to them").

I sat there for 15 minutes while the woman repeatedly kept going into the back to adjust the glasses and they still would not sit right on my face - one side it higher than the other so they're constantly squint. I said I needed to go (I had been working 9 hours before this) and they said to go back for adjustments any time.

I don't know why I did this and just accepted their explanations. I have never needed to "get used to" a new pair of glasses before.

I ended up phoning them and asking to speak to a Manager to ask what the returns policy is. The woman avoided my question and told me they would be happy to adjust my glasses, but I said I felt enough time had been wasted in the 15-20 minutes I was already there waiting for them to be adjusted originally. I told her how I was told I'd "get used to them", etc, but that hasn't happened.

She then told me that I only had a right to cancel or change my mind within ONE HOUR of ordering the glasses.

What? Is that right? Can they do that? I get that they had to get my prescription made (although something definitely isn't right) but still. I kept saying what was wrong and that I felt I should be entitled to a refund but the woman just kept saying Tesco weren't responsible and I should see Black & Lizars regarding the blurryness and I could return to Tesco for adjustments only.

I booked an appointment for this Wednesday coming (22nd October) with Black & Lizars for a check-up/re-test. They have told me to take the glasses as they think Tesco are at fault here (I've been with Black & Lizars for 17 years and I've never had this problem with them. Ever.)

My sister told me to phone up and mention the Sale of Goods act and how they are not fit for purpose (the fit, or the clarity). They insist this doesn't apply here. I mentioned contacting Trading Standards to which the woman responded "That's fine if you have to go with them, we deal with them a lot and they will side with our policy".
1. Does the "not fit for purpose" apply here?
2. What kind of company wants customers to go to Trading Standards? I have a relative who works in ASDA and they panic at the mention of them!

If you've taken the time to read this, then thank you. I would appreciate any help / advice you could give me because I really don't have any experience / knowledge when it comes to things like this. I have not yet contacted Trading Standards - but would I be wasting my time?

hollydays

You have posted that black and lizars told you to take the glasses.

bris

Are the glasses made to the correct prescription? You have no case if they were.

Altarf

Eyes tested by one optician + glasses bought from another = bad idea.

marliepanda

If the glasses have been made correctly they are correct and trading standards won't be interested. This is what needs to be established, are the glasses wrong or the prescription.
.
As for what type of company doesn't cower at the thought of trading standards, well I would guess ones that know they are in the right. Throwing it out as an empty threat is exactly why no one 'panics' I also doubt very much that asda do...

nedmundo

I would hold fire until you have been back to B & L. It sounds like the issue may be due the wonky fitting of the frames, incorrect dispensing, wrong prescription or simply that yours eyes have changed since your last eye exam (it can occasionally happen that quickly).

Either way, it's a good example of why it is always best to have your eye exam where you intend to get the specs made as situations like this are always very difficult to satisfactorily resolve.

artbaron

Altarf wrote: »

Eyes tested by one optician + glasses bought from another = bad idea.

Unless it's these guys or similar

http://www.spex4less.com/

http://www.glassesdirect.co.uk/

Used both and can't recommend them highly enough. Return with refund for any reason and they're far cheaper than the high street.

BelindaArch

artbaron wrote: »

Unless it's these guys or similar

http://www.spex4less.com/

http://www.glassesdirect.co.uk/

Used both and can't recommend them highly enough. Return with refund for any reason and they're far cheaper than the high street.

I agree, artbaron. Have been using https://www.spex4less.com for a few years now. Their service is second to none, too.

Horizon81

Altarf wrote: »

Eyes tested by one optician + glasses bought from another = bad idea.

Have to agree with this as I've been there and bought the t shirt more than once. Ive never heard of black and lazar or whoever but if you trust them to test your eyes correctly then pay their presumably higher prices for glasses. Alternatively, get your eyes tested at Tesco and buy their glasses, otherwise you get passed from pillar to post with each blaming the other.

Of course, that may still happen if you get tested and buy glasses from the same branch, but generally they're more willing to help you.

As for online (only once I'm certain the prescription from the shop is 100%) i've used Ciliary Blue a couple of times. First time, excellent, second time very disappointing. I'll maybe try the ones suggested above next time thanks.

Altarf

And apart from anything else, everyone gets free eye tests at Tesco.

natasha3

In November I took advantage of Tesco's free test. The range of vision machine was not working, so I paid for the varifocal glasses I needed and returned the next week to have my visual field check and pick up my specs. The field of vision (FOV):mad: results were worrying and I was asked to return the next week for a retest. Splitting headaches in the interim-I'd been told to persevere as unused to glasses at all, let alone varifocals, which I would need on at all times. I'd given up, due to the pain and nausea. The retest was just as worrying, the examiner advising me to get my f.o.v. retested elsewhere as the equipment might be at fault, but that if it was correct he would like to refer me to have optical checks at hospital due to possible glaucoma. The technician heated and adjusted the frames making the glasses less awful. I went to Specsavers who tested me. F.o.v ok- no problem at all, a very different prescription- I needed specs for reading only. Confounded, I wrote to Tescos who said they'd investigate. I asked for a refund, petrol money (I'm a long way from anywhere), and compensation due to stress -I'd seriously thought I might lose my vision due to an unusual form of glaucoma and had considered leaving work early so that I could see the world while I could still see the world! Tesco has now offered refund and £50 token re. fuel, but not accepted fault on the basis that they haven't seen proof. The poor optometrist has been reprimanded and as I see it scapegoated, mostly because he dared to send me elsewhere! I'm seeking legal advice, though I only had 14 days to accept or decline their offer. I also went to another Tesco returning with a reading glasses only prescription, but they didn't do the FOV test. What would you do?!!:mad: