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ReglazeMyGlasses - Frames Broken whilst in Their Care
zimazumee
Posts: 2 Newbie
Hi
I sent a pair of tortoiseshell glasses to be reglazed to a company in Nottingham called: ReglazeMyGlasses ( reglazemyglasses.com)
The frames were broken whilst in their lab. I wonder what my rights are under the Consumer Rights Act 2015?
I contacted the company and after a number of emails they replied:
Hi
Vintage frames are only glazed by one technician in our lab. He has been glazing since he was 16 and is now in his mid 50's. If the frame was tortoiseshell, he would have spotted that and not heated or glazed the frame like a plastic frame. I mentioned Acetate as this is the material plastic frames are made from these days so I made that assumption. If it was tortoiseshell, he would have glazed it as such. Unfortunately the lab only holds record of scanned lens shapes and lens types used, and not material or how they were handled. So I have no official notes on this to go back to. Only policy on how we treat certain frame types.
We do actually compensate customers from lab breakages where we have been at fault, even replacing whole frames. But in the case of second hand vintage frames, our stance has always been the same.
I was confused earlier as to the circumstances of this job. I assumed you had worn them OK for a few months after us sending them back, and that they have only just broken. After digging out the original paperwork, I can see they broke like this and we sent them back in this state, so I apologise for my earlier confusion around the circumstances. It didn't occur to me that we had returned them and made you aware of the issue 3 months ago, and that only now you had raised it as a complaint. However, that does not alter the condition of the situation. I am sorry but we have never, and never will compensate for a vintage frame that breaks in glazing.
Had you taken that frame anywhere else, their stance would be exactly the same had they broken elsewhere.
Kind regards
James
I feel that if the company had any doubts on the frame it should have been sent back to me. It seems to me that in line with this company's policy on such matters, they attempt the work and if it breaks they still get their money.
Overall, I feel their customer service in regard to this matter has been appalling to say the least, and very one sided. It is obvious the company is managed, and operates in breach of the Consumer Rights Act 2015.
I sent a pair of tortoiseshell glasses to be reglazed to a company in Nottingham called: ReglazeMyGlasses ( reglazemyglasses.com)
The frames were broken whilst in their lab. I wonder what my rights are under the Consumer Rights Act 2015?
I contacted the company and after a number of emails they replied:
Hi
Vintage frames are only glazed by one technician in our lab. He has been glazing since he was 16 and is now in his mid 50's. If the frame was tortoiseshell, he would have spotted that and not heated or glazed the frame like a plastic frame. I mentioned Acetate as this is the material plastic frames are made from these days so I made that assumption. If it was tortoiseshell, he would have glazed it as such. Unfortunately the lab only holds record of scanned lens shapes and lens types used, and not material or how they were handled. So I have no official notes on this to go back to. Only policy on how we treat certain frame types.
We do actually compensate customers from lab breakages where we have been at fault, even replacing whole frames. But in the case of second hand vintage frames, our stance has always been the same.
I was confused earlier as to the circumstances of this job. I assumed you had worn them OK for a few months after us sending them back, and that they have only just broken. After digging out the original paperwork, I can see they broke like this and we sent them back in this state, so I apologise for my earlier confusion around the circumstances. It didn't occur to me that we had returned them and made you aware of the issue 3 months ago, and that only now you had raised it as a complaint. However, that does not alter the condition of the situation. I am sorry but we have never, and never will compensate for a vintage frame that breaks in glazing.
Had you taken that frame anywhere else, their stance would be exactly the same had they broken elsewhere.
Kind regards
James
I feel that if the company had any doubts on the frame it should have been sent back to me. It seems to me that in line with this company's policy on such matters, they attempt the work and if it breaks they still get their money.
Overall, I feel their customer service in regard to this matter has been appalling to say the least, and very one sided. It is obvious the company is managed, and operates in breach of the Consumer Rights Act 2015.
0
Comments
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< It is obvious the company is managed, and operates in breach of the Consumer Rights Act 2015. >
Letter before action / LBA quoting the relevant sections of the CRA .0
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