Scratched Lenses 28 July 2021 at 12:20PM in Health & beauty MoneySaving 9 replies 201 views

JoshuaUK

Just had to take my 5 day old glasses back to Specsavers with a scratch on the left lens.   I'm sure you can all imagine my surprise to be asked to pay £100 for a replacement lens.   Can anyone suggest anywhere that might be cheaper? 

PterionPterion

Doesn't specsavers have a 90 day No quibble No fuss refund policy?

Pollycat

Here's what the website says about the 100 day policy:

100 day no quibble no fuss returns

We want you to be completely happy with your purchase at Specsavers Opticians. If you have any concerns within 100 days of the date of your purchase, we will put it right.
No quibble, no fuss.

and further down, talking about their 'free lifetime servicing':

The free lifetime servicing does not include fixing or replacing broken, cracked or scratched lenses, frames or arms as they constitute damage - which require repair rather than servicing.

I'd not expect a returns policy to include damage - which a scratched lens is and the reason the OP has been asked to pay for repair.

https://www.specsavers.co.uk/news-and-information/customer-care/specsavers-promise

I wouldn't have been at all surprised to be asked to pay for damage.

PterionPterion

These are two different policies. The NQNF is unrelated to the free servicing. 

Having worked at specsavers many moons ago it was quite ambiguous and the NQNF didn't come with many conditions attached. That could well have changed. 

With specsavers Image & PR was always the first priority. What you would expect and what you actually got could be very different. 

 The bigger the fuss a customer kicked up especially on social media the more likely they were to get the problem resolved on 'goodwill'.

Pollycat

It's clear from the response the OP got that whatever damage has been done doesn't come under the NQNF policy.
Otherwise they wouldn't be asking him to pay £100.
They would just have replaced the lens for free.PterionPterion said:

With specsavers Image & PR was always the first priority. What you would expect and what you actually got could be very different. 

 The bigger the fuss a customer kicked up especially on social media the more likely they were to get the problem resolved on 'goodwill'.

I really dislike companies that operate like this ^^^^.

Floss

PterionPterion said:

....Having worked at specsavers many moons ago....

That may be a pertinent phrase...

PterionPterion

Pollycat said:

It's clear from the response the OP got that whatever damage has been done doesn't come under the NQNF policy.
Otherwise they wouldn't be asking him to pay £100.
They would just have replaced the lens for free.PterionPterion said:

With specsavers Image & PR was always the first priority. What you would expect and what you actually got could be very different. 

 The bigger the fuss a customer kicked up especially on social media the more likely they were to get the problem resolved on 'goodwill'.

I really dislike companies that operate like this ^^^^.

Partially the reason staff turnover was so high. The 'customer is always right' was taken too far by some franchise directors. 
In instances like this staff would state lenses are scratch resistant and not scratch proof, advise of the repair charge only for the customer to make an online complaint and managers/directors to replace on goodwill due to the pressure from head office. 

kirtondm

If you brought a new car and took it back to the dealer after 5 days with a scratch would you expect them to fix free?

Unless the argument is they were scratched on collection?

Phil4432

I doubt any opticians would do a replacement on a scratched lens, that includes a sunglasses shop also.  If the lenses are plastic, they will be scratched with day to day use anyway.

If you are not happy with the glasses, you could get a refund.

Carrot007

Phil4432 said:

I doubt any opticians would do a replacement on a scratched lens, that includes a sunglasses shop also.  If the lenses are plastic, they will be scratched with day to day use anyway.

If you are not happy with the glasses, you could get a refund.

No refund after you scratched them though! (a it should be).

SS are expensive and annoying these days. No idea why anyone uses them.

I switched years ago when they got iffy about replaceing the lenses on glasses where the

(paid for extra unlike where I go now) coating just peeled off after a souple of weeks (not entirely just bits at random making them useless). They did replace them though.

I also had one time the prescription was clearly wrong and I had to force it then and there rather than the wear them for a week nonsence. No it's wrong. I can tell if I can see or not, getting used to a presription is a different feeling. They reluctantly tested them and made a new pair. Now this was back in the day they had such machines on site and made the lenses on site (well basic ones). None of that now.

Go somewhere better.