Specsavers refund rights?

chrisnasah

Hi,

I got some glasses made at specsavers, in summary i picked them up in the evening and went back first in morning to say the frame was digging into my nose, showed them two massive red marks on top of the nose.

They replaced the nose pads with some silicon ones and said this should be better. Again went back in the next day as this were very uncomfortable and still causing issues as before.

They did more modifications and said this should be better now.

I still got issues and not able to wear them as the silicon ones not only causing marks but causing irritation after wearing for 20 mins.

While the above was being done, both the assistant and i noticed the frame to be faulty with some de-colourisation on the bottom of the frame.

I emailed the store directors explaining the situation and they have offered to exchange frame for another one. I was there for few hours and only liked this one frame which i feel is not fit for purpose or as described. Surely i cant be forced to accept another frame from the one i wanted?

They have also mentioned it seems to be a fitting issue and willing to make me an appointment for fitting. I mentioned i have already done this three times.

Where do i stand with this? Am i entitled for a refund? Can i make a claim against my credit card saying i have goods which are not fit for purpose?

Thanks

neilmcl

Forget the fitness for purpose bit, you won't get anywhere with that, ff the glasses are faulty then you are entitled to reject them for a full refund within 30 days or purchase.

chrisnasah

OK spoke to Credit card, they have frozen the payment and have requested the invoice and a letter from a different optician confirming frame as faulty and not as described.

Just wondering whether someone like vision express will provide it or am I better going to some independent opticians?

Thanks

martinthebandit

How strange, I have always found specsavers to be more than helpful.

I even recall I had a set of varifoculs made but couldn't get on with them at all, when I went in about a month later and mentioned it they replaced them with bifocals and refunded me the difference without any quibble.

chrisnasah

Just spoke to vision express manager saying unfortunately i cant write a letter for you but he says i am within my right to ask for a refund on faulty frame and can't be forced to accept an exchange.

He says i should go back in store and demand a refund. I explained this is specsavers we talking about..

Apparently vision express have 60 days refund guarantee.

Credit card company rang me to explain if i still wanted to go ahead with the procedure of charge back as i am still within my rights to ask for a refund not having to go through all this hassle.

chrisnasah

spoke to few opticians and no one willing to do it saying they cant do it, not against another optician.

takman

Have you tried asking Specsavers for a refund? You havn't mentioned that you have asked them in any of your posts on here.

neilmcl

chrisnasah wrote: »

spoke to few opticians and no one willing to do it saying they cant do it, not against another optician.

As above, have you actually gone back to Specsavers and stated that you want a refund as per your statutory rights under the Consumer Rights Act 2013 as the frame is clearly faulty.

chrisnasah

Hi,

Yes i have and was told no, we wont give you a refund only exchange for another frame.

I have asked this to be in written that they have denied me a refund and will take it further.

roytom

It is my experience that Specsavers are becoming difficult on the service front. After a recent experience at my local branch I wont be going back. Their awkwardness at dealing with issues relating to their frames now grates with me. Like so many other businesses they seem to have decided that they would rather not deal with unhappy customers who can just get lost. I will go to Vision Express next time.

In your case simply write a letter to them rejecting the goods. Standard letters are in various places like on the Which website. Alternatively go along to the CAB.

The fact Specsavers will do anything to deny a refund should serve as a warning to others.

RueDeWakenin

They have a 3 month no quibble refund policy.