Boots Opticians Scratched Spectacles

xxdiddiexx

Hello fellow MSE'ers.

I need some urgent advice. I purchased a pair of prescription glasses from Boots Opticians in August 2015. I paid an additional £70 for the Boots Digital Enhance (single vision) lenses.

They have since developed a scratch (no idea how). Approx. 3 weeks ago I went to Boots regarding another matter, and on the off chance asked them if there was any way to repair the scratch or if anything could be done. The lady in the shop told me I had them less than a year so were still under warranty, and that they had a scratch resistant coating on them. She said she would have a word with her manager to see what could be done.

She suggested I left them with her, which I refused to as I was going on holiday in a few days. I asked if I could bring them back when I had my eye test a couple weeks later. She said yes.

So today I went back to the same branch, and as soon as I asked again about the scratch on my lenses, I had a bad feeling. The shop assistant asked me when I bought them, and I suggested he checked his system for the answer - as I wanted HIM to confirm they were still within warranty. He too confirmed that the specs were under a year old and still under guarantee. He then went off to speak to his manager who took him out of earshot of me.
He came back to tell me that:

1. The lenses are scratch resistant and not scratch proof.
2. It is down to normal wear and tear (I wear contact lenses 5 days out of 7)
3. They can send it off for inspection but it is unlikely they will fix it.

Not once did he actually suggest ways of getting the lens repaired or how much it would cost. All he was interested in was not admitting any liability, and kept reiterating that the only thing they can do is send it off to the lab “to be assessed but they will more than likely send it back unrepaired”. This immediately made me suspicious that they were trying to wriggle out of their responsibilities.

So, where do I stand?

bris

Nothing is scratch proof, the scratch is of your own doing , what do the terms of the warranty say? I would doubt accidental damage is covered.

xxdiddiexx

Then why sell it as such?

shaun_from_Africa

xxdiddiexx wrote: »

Then why sell it as such?

They don't sell them as scratch proof. They are scratch resistant.


http://www.boots.com/en/Opticians/Glasses/Guide-to-your-glasses-lenses/

photome

How can glasses get scratched other than by misuse?

boots sell them as scratch resistant not scratch proof.

Prob best to get them to send them away as suggested and see what they come back with

xxdiddiexx

photome wrote: »

How can glasses get scratched other than by misuse?

boots sell them as scratch resistant not scratch proof.

Prob best to get them to send them away as suggested and see what they come back with

Describe misuse

photome

xxdiddiexx wrote: »

Describe misuse

putting the lense against something that will scratch it for one.

How would a lense get scratched if it didn't touch anything else?


I did add that it would be good idea to do as boots suggests, you never know they may come back repaired, but you won't find out if you don't let them return them

baza52

also cleaning them with a dry cloth when the lens is dusty or very dirty as it can act like an abrasive.

xxdiddiexx

I use boots lens wipes to clean the glasses and Polish away any streaks with the cloth that came with the glasses.

I never put them face down.

I take them to bed to watch TV and they are on the bed by my pillow. The only thing I can think of that would probably scratch them is if I went to sleep in my Pandora bracelet. And if that is what caused this tiny scratch then this "scratch resistant coating" is not worth the paper it's written on.

I have not neglected the glasses. I wear contact lenses most of the time so it is not "wear and tear" as suggested by boots. Nor is it neglect as suggested by some respondees to this thread.

I came here asking for advice.

photome

xxdiddiexx wrote: »

I use boots lens wipes to clean the glasses and Polish away any streaks with the cloth that came with the glasses.

I never put them face down.

I take them to bed to watch TV and they are on the bed by my pillow. The only thing I can think of that would probably scratch them is if I went to sleep in my Pandora bracelet. And if that is what caused this tiny scratch then this "scratch resistant coating" is not worth the paper it's written on.

I have not neglected the glasses. I wear contact lenses most of the time so it is not "wear and tear" as suggested by boots. Nor is it neglect as suggested by some respondees to this thread.

I came here asking for advice.

How do you think they got scratched and for the third time why not do as boots suggests

foxtrotoscar_2

They've been scratched accidently, it happens unfortunately. Maybe there was a small bit of grit on them and you cleaned them causing a scratch. Glasses do not spontaneously scratch without some outside influence