Glasses not Right 14 August 2019 at 4:15PM edited 14 August 2019 at 4:22PM in Consumer Rights 17 replies 917 views

Pennypooch

On 8/06/2019, I purchased a pair of bifocal glasses from a well known high street chain (not Specsavers)and received them on 23/06/2019. Initially the reading part of the lens was not horizontal but sloping, checked with others and they agreed with me whereas the firm denied that the lenses were slanted. When I went back and I was blamed for my face being uneven. They twisted and sprained the frames to try and make them right and ended up sending them back for reglazing after taking new measurements. On 2nd collection they seemed fine in the shop but when I came to wear them for everyday life they are no good for me, not right at all. I went elsewhere and purchased another pair with the same prescription and haven't had a problem, right first time.

What can I do? I am being given every excuse under the sun as to why I can't have a refund. Written to them using the template from Citizens Advice and still get the same replies. They must have got them wrong or the new frames from elsewhere in the same prescription would have had the same problem. I spent £225 on these glasses that I can ill afford to lose after having to purchase yet another pair.



Try to make an official complaint and you are passed to Customer Services who then forward the complaint to the branch. Done that several times. Can't get past them to complain to a higher authority
Help please

z1a

Well,do you have an uneven face?

ToxicWomble

Should have gone to Specsavers !

If the new glasses aren’t the exact same frames then you aren’t comparing like with like. It may be that the original frames were unsuited for you.

I have uneven eyes compared to my ears so I know how vital the correct frame can be - sometimes the sales people aren’t as expert or honest as you would hope for.

You maybe should have given the original shop an opportunity to correct. By purchasing from another retailer, your options may be more limited

Pennypooch

" You maybe should have given the original shop an opportunity to correct"


They have been sent back for reglazing and are still not correct so they have had the opportunity to get them right. I did give them the chance to get them correct for me before going elsewhere to purchase a another pair.
I intend to take this as far as possible but can't get any higher than customer care. Searched and searched but all I keep getting directed to is customer care.


Bizarrely enough I also purchased sun glasses from them and they are fine, not a problem. If they can get them right then why not the lenses for everyday wear?


As for Specsavers, I used to go there but they do not have frames small enough for me. I have a very small face. All they can offer me are children's frames which has got rather silly. I am well past the age to be wearing specs made for kids.

Keep_pedalling

If you have never used bifocals before, they take some getting used to, and some users will always find them difficult, so there is a strong possibility that the problem is with you rather than the glasses.

It is not bizarre that you have no problem with the shades as they are not dual purpose.

I wear varifocals but am sure I could never get on with bifocals.

I would get a second opinion from an independent optician.

m0bov

How did you pay for them? If credit card then raise a claim. Otherwise LBA them.

Pennypooch

I have always worn bifocals for the last 25 years and have never before had a problem so why should I change the type of lenses that I know I get on with? Therefore the problem can't be with me.
The sun glasses are also bifocals made to the same prescription by the same company and are fine.
This company is a very large High Street chain.

DCFC79

Are the sunglasses ones you've had made eg you picked a frame and they put the lenses in ?

Why not get the glasses in the same sunglasses frame ?

A good idea to get a second opinion, give it a try first and pick an optician and ask them if the original pair is ok or not.

Maybe they made a mistake.

Keep_pedalling

Pennypooch wrote: »

I have always worn bifocals for the last 25 years and have never before had a problem so why should I change the type of lenses that I know I get on with? Therefore the problem can't be with me.
The sun glasses are also bifocals made to the same prescription by the same company and are fine.
This company is a very large High Street chain.

I did say if you had never used them before, but as this is not the case, then obviously the issue is with the glasses, so no you don’t need to change, although I would change my optician once you get this sorted.

Pennypooch

Thanks all.


Sun glasses are far too big for me for daily use, they don't even suit me but needs must to protect my eyes in bright sunlight.
I actually had my eyes tested at my usual opticians but at that time they didn't have any suitable frames for me or I would have purchased them from there. In future I will bide my time until they have suitable frames, never had a problem there. The only reason I wanted them quickly was because there was a vast change in one eye causing me headaches.


After all that, all's well that ends well. After a battle of about 3 weeks I got a call not 1/2 hour ago asking me to return the glasses for a full refund. Obviously they were hoping I would go away. I used Resolver in the end which will take you to a higher authority than the branch if the case isn't solved. They must have realised I was not going to be fobbed off.

missile

I have used some very expensive retailers, but I prefer Vision Express. They offer and I have used their no quibble refund policy.