How to get a refund on prescription glasses from local opticians?

aggypanthus

Annielou wrote: »

As soon as I put them on they made me nauseous and my sight was "swimming". Having gone back for them to check them they say that my prescription and astigmatism means that I cannot have both long distance and close in the same pair of glasses. These are distance ones so everything nearby swims and I cannot walk with them. I said upfront at the beginning I didn't want varifocals, but I didn't appreciate that upgrading my long distance would render them unusable due to the swimmy effect. Apparently my old ones are weaker so I don't get that. They want to replace these lenses with weaker, but what's the point as I already have that. I fail to understand why they won't just give me a refund.

Hi,
When you say you feel misled, perhaps they explained every option to you and you didnt take it all in. Did you think you could actually walk around in distance ones? Seems they are fully corrected now, as opposed to the old ones, so that Yes, the higher prescrip makes it only good for distance. I imagine they thought you would just wear them for distance. Are you short sighted also?BTW whats your prescription? If they replace them with weaker ones, you will be back to square one. They may have an arrangemt with lens manufactuer whereby they can swop lenses, but not get refunded.. so they dont feel able to refund you.
My experience has been lengthy, but thankfully I am dealing with specsavers who have been fantastic, I have similar probs with stronger lenses , swimming effect etc, I bought 2 pairs, they were no good, they replaced my 2 pairs to no avail, then I ended up at the eye hospital , where they sorted me out, specsavers have made up one new pair, and are kindly waiting a few more weeks till they settle, then they will replace my 2nd pair.
I know now how complicated lens calculations are and how the tiniest changes can be problematic.

Ask them to explain their customer care policies , and if they offered any kind of warranty.

Annielou

No not quite, I am saying that I chose frames from the MK display (thinking they were MK frames) but in fact they weren't at all, they were Fendi. When I picked them up and was given the Fendi case I immediately said there was a mistake, that I had ordered MKs and the receptionist just said the Fendis would have been in the MK display. I was taken aback, and a bit thrown (I had picked them from the display in good faith thinking I could simply trust the display header), but paid and walked away with them and would have just sucked that misunderstanding up if the lenses were good, but when the lenses weren't good - less than good. So in honesty I then lost complete confidence in the whole place and just wanted a refund and to be able to start again with a clear mind. Then this whole saga of point blank refusal of a refund which has frankly left me shocked and reeling and feeling rather backed against a wall as the consumer

unholyangel

Annielou wrote: »

Unholyangel - re-read your answer and I think you are saying I have to just accept the swap. which means I end up paying £400 for something I wouldn't have paid for had I know the true picture. I will of course have to accept that if I really have to, although truly feel this is an area that is pretty much unfairly weighted AGAINST the consumer because its not until the product is given to you that you can voice any dissatisfaction, at which point they've got your money and can just say "tough". I thought those days were long gone

What I'm saying is that its going to come down to whether they don't conform to contract, whether the optician failed to carry out their duties with reasonable care and skill, or whether they're just not suitable to you personally.

For example, if you have an eye condition and the optician shouldn't have prescribed you with those lenses - then that would be without reasonable care and skill. If it boils down to just not being suitable for you personally through choice, then theres no right to a refund unless the retailer have a returns policy allowing change of mind returns.

Annielou

yes I am short sighted too, but I would fully expect to be able to walk in any glasses - surely? otherwise how am I going to get anywhere with them? and how can I drive in them if I can't actually see the dials too? I guess you are right and they probably can swap lenses but not get a refund, but they really should have warned me of all of this because if they had I wouldn't have bought them, I would have stuck with what I already had. With hindsight they should have told me that my only option was varifocals and if I didn't want those I shouldn't try anything else because it wouldn't work for people needing both short and long sight corrections

Annielou

i wonder then if there should be a cooling off period for customers walking into opticians. had i ordered these online i wouldn't have this problem. but because i have physically walked into somewhere i seem to have less and limited rights. I effectively have paid for a product which i can't use and yet i can't get a refund, i can only get them to replace it with something like i already had in the first place. not fair

aggypanthus

Annielou wrote: »

yes I am short sighted too, but I would fully expect to be able to walk in any glasses - surely? otherwise how am I going to get anywhere with them? and how can I drive in them if I can't actually see the dials too? I guess you are right and they probably can swap lenses but not get a refund, but they really should have warned me of all of this because if they had I wouldn't have bought them, I would have stuck with what I already had. With hindsight they should have told me that my only option was varifocals and if I didn't want those I shouldn't try anything else because it wouldn't work for people needing both short and long sight corrections

I understand about the frames error now, you are trying to use that as a reason for rejecting the frames and lenses, understandable reasoning. maybe push on this, as you expressly wanted a specific brand.
No, you cant walk in any glasses,as I found when I needed higher script. they possibly assumed you would wear them for distance, then use another pair for reading etc. your only option was that, and also varifocals. so NOT just varifocals.

Could you see distance and close up with the old one? I could with mine.
BUT stronger ones meant I couldnt. I enede up with a compromise so that , I can still see both ranges. Its all physics.
Argue that they didnt fully explain everything with you.
Ask why they gave you fully corrected distance, without adressing your near vision.

aggypanthus

Annielou wrote: »

i wonder then if there should be a cooling off period for customers walking into opticians. had i ordered these online i wouldn't have this problem. but because i have physically walked into somewhere i seem to have less and limited rights. I effectively have paid for a product which i can't use and yet i can't get a refund, i can only get them to replace it with something like i already had in the first place. not fair

Specsaver give warranties, pity you rushed in to get designer ones from another shop.:(
Call you local trading standard office, they will give you best consumer advice.

Annielou

Gosh its like you need a degree in eyes to even argue your case with them though doesn't it. i'm shocked to think that anyone would prescribe me glasses knowing i couldn't possibly even walk in them. what am i meant to do, use a wheelchair everywhere but then be happy that at least i can see the TV?! its all a bit laughable and bizarre really

Annielou

thanks aggypanthus, i will give that a go then. it's almost a matter of principle now

Blackbeard_of_Perranporth

There's me with distant and near glasses. Did try varifocal once, never again!