Vision Express - not responding to emails or telephone calls about 60 day "no-quibble" returns

YorksClare

I bought two new pairs of glasses in March in a special offer at Vision Express on varifocal lenses (my first varifocal prescription - lenses were expensive enough before this, now they are a second bloody mortgage cost!).  One was to be my all-day everyday pair, and they are okay.  The other was to be polarised sunglasses, which are very helpful for driving.

The Vision Express computer wouldn't accept the frames I chose for my sunglasses claiming that the lenses were too big, and we had to hunt around to find a frame it would accept - it wasn't one I liked, just the only one that would work for the computer system.  It was a plastic frame, which I hate because they never fit on my nose properly.  It seemed to fit at the time, though, so having spent hours in there I ordered it.  When they finally arrived, just before the lockdown, I tried them on and they had been set up so that they only fitted when they were resting on my face.  This is sunglasses that are going to be worn in hot weather, and the lenses are smaller than proper sunglasses anyway.  I did say I didn't want them, but the staff said I ought to at least try them because they are my first varifocal prescription.  So I took them, hoping to return them after the obligatory three days.

Then the lockdown happened.  There is a 60 day no-quibble return and exchange policy on glasses, so I'm still within that period.  I have tried several times to email Vision Express to ask for the exchange, even supplying all the information to get a better frame that will work and fit properly, but all I get back is a standard email automatically telling me about the COVID-19 virus (duh!) and whinging about high call volumes.  The telephone line is on permanent answerphone and is answered by a woman claiming I have called not Vision Express, but "Low Price Glasses".  How do I get them to honour the 60 day exchange when they will not answer calls or emails?  I'm really stuck.  Please advise if you know a better telephone number, or how to get through to them.

JJ_Egan

Send by post a letter headed complaint to head office . You should then be on record .

Pollycat

YorksClare said:

I bought two new pairs of glasses in March in a special offer at Vision Express on varifocal lenses (my first varifocal prescription - lenses were expensive enough before this, now they are a second bloody mortgage cost!).  One was to be my all-day everyday pair, and they are okay.  The other was to be polarised sunglasses, which are very helpful for driving.

The Vision Express computer wouldn't accept the frames I chose for my sunglasses claiming that the lenses were too big, and we had to hunt around to find a frame it would accept - it wasn't one I liked, just the only one that would work for the computer system.  It was a plastic frame, which I hate because they never fit on my nose properly.  It seemed to fit at the time, though, so having spent hours in there I ordered it.  When they finally arrived, just before the lockdown, I tried them on and they had been set up so that they only fitted when they were resting on my face.  This is sunglasses that are going to be worn in hot weather, and the lenses are smaller than proper sunglasses anyway.  I did say I didn't want them, but the staff said I ought to at least try them because they are my first varifocal prescription.  So I took them, hoping to return them after the obligatory three days.

Then the lockdown happened.  There is a 60 day no-quibble return and exchange policy on glasses, so I'm still within that period.  I have tried several times to email Vision Express to ask for the exchange, even supplying all the information to get a better frame that will work and fit properly, but all I get back is a standard email automatically telling me about the COVID-19 virus (duh!) and whinging about high call volumes.  The telephone line is on permanent answerphone and is answered by a woman claiming I have called not Vision Express, but "Low Price Glasses".  How do I get them to honour the 60 day exchange when they will not answer calls or emails?  I'm really stuck.  Please advise if you know a better telephone number, or how to get through to them.

Have you looked at their website?

There's a FAQ section that specifically mentions '60 day guarantee'.

And 'how do I return my glasses'.

davidmcn

Pollycat said:

YorksClare said:

I bought two new pairs of glasses in March in a special offer at Vision Express on varifocal lenses (my first varifocal prescription - lenses were expensive enough before this, now they are a second bloody mortgage cost!).  One was to be my all-day everyday pair, and they are okay.  The other was to be polarised sunglasses, which are very helpful for driving.

The Vision Express computer wouldn't accept the frames I chose for my sunglasses claiming that the lenses were too big, and we had to hunt around to find a frame it would accept - it wasn't one I liked, just the only one that would work for the computer system.  It was a plastic frame, which I hate because they never fit on my nose properly.  It seemed to fit at the time, though, so having spent hours in there I ordered it.  When they finally arrived, just before the lockdown, I tried them on and they had been set up so that they only fitted when they were resting on my face.  This is sunglasses that are going to be worn in hot weather, and the lenses are smaller than proper sunglasses anyway.  I did say I didn't want them, but the staff said I ought to at least try them because they are my first varifocal prescription.  So I took them, hoping to return them after the obligatory three days.

Then the lockdown happened.  There is a 60 day no-quibble return and exchange policy on glasses, so I'm still within that period.  I have tried several times to email Vision Express to ask for the exchange, even supplying all the information to get a better frame that will work and fit properly, but all I get back is a standard email automatically telling me about the COVID-19 virus (duh!) and whinging about high call volumes.  The telephone line is on permanent answerphone and is answered by a woman claiming I have called not Vision Express, but "Low Price Glasses".  How do I get them to honour the 60 day exchange when they will not answer calls or emails?  I'm really stuck.  Please advise if you know a better telephone number, or how to get through to them.

Have you looked at their website?

There's a FAQ section that specifically mentions '60 day guarantee'.

And 'how do I return my glasses'.

Should have gone to - no, wait, that's the other lot...

YorksClare

Pollycat said:

Have you looked at their website?

There's a FAQ section that specifically mentions '60 day guarantee'.

And 'how do I return my glasses'.

Yes, Pollycat I did look at that page.  It didn't help.  That's why I posted on here, and if you had read what I wrote, you'd have seen that I have tried the website to no avail.

Under "Returning in-store purchases" it points to a link that goes to the Total Satisfaction Guarantee page, which has this:

60-day returns

While we do hope you’re happy with your in-store purchase, you do have up to 60 days to return any items. As long as you bring in your receipt as proof of purchase, and the product is in the same condition as when we sold it to you, we promise to exchange it or give you a or refund. If you want to upgrade your glasses bought in store within that 60 day period, we’ll happily do that for you, you just need to pay the difference.

There are no links, no nothing as to how to get in touch from there.  The "Contact us" link takes you to an online form to request that they email you, but having done this twice and only received the automated reply, it is going nowhere.  I tried calling the national number but that is being answered by a recorded message calling it "Low Cost Glasses".  It says to only call the local branch if there is an urgent need for eye care, but now I'm thinking I'm going to have to sharpen my elbows and call this an "emergency".

davidmcn

Try looking at their Coronavirus FAQ:
"Is my 60-day money back guarantee still valid?

We offer our 60-day money back guarantee on all your eye wear purchases and we will honour this on purchases from when restrictions on travel are lifted and your store is able to open for walk in appointments. Should you want to use it, please make sure that you keep hold of your receipt for proof of purchase. See our website for full terms and conditions."

sarahking87

Take them back to the shop you got them from? All the opticians in our town are open - including Vision Express. 

Pollycat

YorksClare said:

Pollycat said:

Have you looked at their website?

There's a FAQ section that specifically mentions '60 day guarantee'.

And 'how do I return my glasses'.

Yes, Pollycat I did look at that page.  It didn't help.  That's why I posted on here, and if you had read what I wrote, you'd have seen that I have tried the website to no avail.

Under "Returning in-store purchases" it points to a link that goes to the Total Satisfaction Guarantee page, which has this:

60-day returns

While we do hope you’re happy with your in-store purchase, you do have up to 60 days to return any items. As long as you bring in your receipt as proof of purchase, and the product is in the same condition as when we sold it to you, we promise to exchange it or give you a or refund. If you want to upgrade your glasses bought in store within that 60 day period, we’ll happily do that for you, you just need to pay the difference.

There are no links, no nothing as to how to get in touch from there.  The "Contact us" link takes you to an online form to request that they email you, but having done this twice and only received the automated reply, it is going nowhere.  I tried calling the national number but that is being answered by a recorded message calling it "Low Cost Glasses".  It says to only call the local branch if there is an urgent need for eye care, but now I'm thinking I'm going to have to sharpen my elbows and call this an "emergency".

Well, you clearly didn't see this bit that my post referred to...

davidmcn said:

Try looking at their Coronavirus FAQ:

"Is my 60-day money back guarantee still valid?

We offer our 60-day money back guarantee on all your eye wear purchases and we will honour this on purchases from when restrictions on travel are lifted and your store is able to open for walk in appointments. Should you want to use it, please make sure that you keep hold of your receipt for proof of purchase. See our website for full terms and conditions."

And this bit:

How do I return my glasses?

We’re sorry If you’re not happy with your new glasses you have purchased. If you want to return them and get a full refund, simply click on the link below:

here

Once you have completed and submitted the form, a returns kit will be sent direct to you for you to return your glasses. Once we have received your glasses back in our warehouse, we will then process your refund. Please allow 5 days for our refund to be processed.

Does that still not help?