Broken eyeglass frames

chalice

Hello


I bought some eyeglass frames online a few months ago. Have only just had an up to date prescription put in them so have barely used them. They are only reading glasses so not in constant use by any means. I have been very short-sighted since I was 8 so have always taken great care of my glasses and have never broken a pair yet! However, I was putting these on the other day and the arm came apart in my hand. I have been in touch with the online company (they have a 24 months manufacturers warranty) so I was quite hopeful I could get a replacement. After sending photos of the damage I was informed these had been discontinued but also that "We can see that the broken hinges are irregular and it seems more like a sudden crack, which may caused by some excessive forces applied. In this case, unfortunately we wont assess this as a manufacturer’s defect thus we are unable to cover it as a warranty". I followed this up with another email and go this instead "We understand your frustration and we have our quality control team re-checked the photos, unfortunately we still dont think this is a warranty. Like mentioned in the previous email, the edge of the broken arm is irregular. Also we can see there are some plastic remains in the mental hinge. (you can see this in the attached photo), which could only be caused when the arm was bended and cracked suddently". Their English not mine!!


So, what should I do? I have sent 2 emails already pressing my point with no joy. It's not so much the money but the principal. I know I didn't do the damage so it must be a manufacturers fault.


Any help with how to proceed most welcome.


Thanks in advance.

tomtontom

You would now need to get an independent report stating the fault is inherent. Could the damage have been caused when the lenses were put in them?

bod1467

mental hinge.

I bought some eyeglass frames online a few months ago

Specifics please:
More or less than 6 months ago?
Are these a UK company?

chalice

Ahhhh. Just found out too late! It looked like a legit UK based site......but sadly I see from the reviews (and their replies) it's not. It's based in Hong Kong! I bought them last Oct 14 but only had the lenses put in a couple of months ago so they have hardly been used.


Now I doubt I can do anything about it......apart from learn a valuable lesson.


Thanks for the reply though.