Vision express (not!)

andycris3107

I popped into my local Vision Express on Saturday to replace my glasses. I've often had them made there as I have a simple prescription and can get them done in the hour. They have a lab on site.

After choosing frames etc I sat down to pay and they mentioned that they now no longer make them on site and that the lab was not operational. They would send them off and aim to have them back the following day. No problem, I can wait a day or two. So I paid.

When they handed over the receipt and prescription I asked when I should come back, their response was that they would message me when they arrive in around 3 weeks. Three weeks? They had just told me one day, and now they had my money. They went on to say that they aim to have them done within a day but their is a massive backlog so I should expect it to take three weeks. I was seriously annoyed but as they'd processed the order and it was a Saturday I would have to call today to make any change or cancelation.

So I called customer service and they confirmed that there was a delay but just as they were to confirm the length of the delay the line went dead. So I called back, waited 30 minutes on hold only to receive a message "we are now closed please call back tomorrow"

I then realise the call has cost me nigh on £20

Questions:

1. can I cancel the order given they were not clear to me
2. I understood that 084 numbers were not permitted for post sales service or complaints and that they needed to be 03 numbers

rockiedog

I'm going into my local v.e. this week to have some glasses made up. Is this a Surrey branch?

andycris3107

Yes it is a surrey branch

unholyangel

Its not that 084 numbers arent permitted. Its that local rate numbers must be provided and given equal prominence to 084 numbers.

If they had the facilities to take payment, they almost certainly had the facilities to refund one. I presume you told them you weren't happy as you had been told 1 day and they responded that you couldnt cancel till monday?


From Trading Standards.

The following numbers comply with the Regulations:

geographic numbers - starting 01 or 02
non-geographic numbers - starting 03
0800 and 0808 - although these currently may incur a charge for those ringing from a mobile, Ofcom-proposed reforms will soon mean that these will be free in all circumstances
mobile numbers - starting 07 (except numbers starting 070, which are not mobile numbers)

wealdroam

unholyangel wrote: »

Its not that 084 numbers arent permitted. Its that local rate numbers must be provided and given equal prominence to 084 numbers.

They aren't following that rule too well.

Their Contact Us webpage shows:



OP, there is a geographic number listed on SayNoTo0870.

Ian011

Breaches of Regulation 41 of the Consumer Contracts Regulations 2013 can be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.