Bad Customer Service

Sammyg

Hi all

I need some advice, I am in the process of waiting for glasses from Vision Express, I purchased some Varifocal glasses with Reactive lights in and some prescription sunglasses also Varifocals and polarized, these two pairs cost me a great deal as you can imagine, just over 600 and I am not at all happy now especially with their aftercare, oh you seem to get all the attention when just purchasing these, as yes your spending money, but that's were it stops, the after care is a lot to be desired, its like you are just treated like here's you glasses, do they fit, then out the door, like you have your glasses now go, plus you are left waiting when you got to collect your glasses, they just don't seem concerned at all, I feel like just going back and saying take all the glasses back, so anyway I want to know can I do this, as both pairs are Varifocals as I said, with one pair being reactions and the Sunglasses being Polarized, can anyone let me know please today, as i think its pretty appalling for the money I have spent?

Samantha

MorningcoffeeIV

Are you having trouble using your new glasses?  They're normally self-explanatory - place on ears, look at things.

What exactly is the issue?

Pollycat

I'm confused.
You say 'I'm waiting for glasses'.
Where has this 'bad customer service' come from if you haven't had your glasses yet?
If you're still waiting what after care have you received?

SiliconChip

Have you had varifocals before? From what I understand they can take some time to get used to. I would have expected Vision Express to offer advice on how to wear them, I'd suggest returning to the shop at a time when they aren't busy to ask for some assistance.

Sammyg

sorry, I didn't explain that very well.

I went in last month to get a new pair of Varifocal glasses with Reaction lenses, to replace my old pair, and a pair of Polarized prescription Sunglasses, Varifocals as well, when I went to collect both my glasses when they were ready, I was just told to sit in a chair and I was left waiting, even people that just came in got saw before me, when someone did see me, the person hardly sat down just finding and giving me both pairs, told to try them on, I had one pair adjusted as they felt loose so he went away to readjust them, came back just said is that ok to which I said the fit was better then that was it, he was off to the next person.

I tried one pair at work and discovered they were not right when working on my computer, as I could compare them to my others, they are exactly the same just with different frames, so naturally I  returned them, I will collect them later today,

As for the sunglasses they were the same, not quite right so I returned them as well, the guy I saw actually sat with me this time, took some measurements and told me I was right, they needed adjusting and so because this wasn't done in the first place, sent them off, I got them back yesterday but they still don't seem right to me and I should know, when I collected these yesterday, still there didn't seem right, I tried to tell him but he just replied 'your eyes have to get used to them', but surely as I have been wearing a pair of varifocals for 2 years my eyes are used to them now, so I will go back yet again.

I have been backwards and forwards to my opticians twice now and everytime I have been I am directed to a chair and left to wait, then when eventually someone realizes I am there, they just look me up on the computer, locate and get my glasses, I try them on to see if the fit is ok then that is it, nobody actually takes the time to sit down with me  with me to see it they are fine for me, nothing, forgive me if I am wrong, but isn't this aftercare, and aren't they suppose to see if you could read ok with them on,, I'm not being unreasonable, for how much you pay I should of thought they would make sure you are happy with everything, taking the time to see if you can read ok with the glasses and the single vision bit is not blurred,.

I just am so fed up and the service I have had here, I feel like going somewhere else, its like they think oh she has her glasses so on to the next customer whose actually buying some, like they can't be bothered with you anymore,  its a pity I can not see the guy who did my old glasses, I wish he was there but unfortunately doesn't seem to work there, as I would ask for him as he took the time to sit with me, making sure the reading bit was best suited to my eyes and made the effort to make sure everything was ok, I am just wondering, where I stand on the returning of the glasses front, I hope you followed that and can understand this better.

Samantha

Pollycat

So what does the Vision Express website say about not being satisfied with your glasses?

New_in_the_fens

I wear varifocals. The service you describe is similar to mine in that the aftercare is checking for fitting and comfort. 

Whether the glasses are right can’t necessarily be judged in a short time. I find I need a few days for my eyes to get used to the new glasses, maybe the prescription has changed slightly, maybe they sit slightly differently on my face. 

If after a few days I’m finding them difficult, I go back, spend a bit more time with them and get to a resolution. I don’t know where you stand on returning them as I’ve always been able to resolve any issues. 

Sammyg

Hi SiliconChip

Yes, the ones I normally wear are Varifocals already, I have been wearing them on/off for 2 years, so I am used to wearing Varifocals, so when they say they say its blurry on the single version bit, as you need to give your eyes time to adjust, but I have my old Varifocals and I am used to them,  surely New_in_the_fens all Varifocals are the same?

Samantha

sheramber

They are only the same if your prescription for the single vision has not changed.

I have worn varifocals  for more than 20 years. Most of the time there is not problem with new ones, but occasionally I do have to allow my eyes to settle into the new prescription.

It is also important that he glasses are sitting correctly as any deviation from that will affect the clarity of your vision.

A new design of glasses resulting in a different size ol lens can also can mean your eyes having to adjust to that change.
 There is only a small space  to look through for each distance.

If after a week you still are unhappy with them, by all means go back but I would advise you make an appointment. If you just walk in then expect to wait as those with appointments will be dealt with first, and the person you need to see may be busy with some else already. 

Explain you are not happy with them and want to discuss the problem with someone.

Sammyg

sheramber said:

They are only the same if your prescription for the single vision has not changed.

I have worn varifocals  for more than 20 years. Most of the time there is not problem with new ones, but occasionally I do have to allow my eyes to settle into the new prescription.

It is also important that he glasses are sitting correctly as any deviation from that will affect the clarity of your vision.

A new design of glasses resulting in a different size ol lens can also can mean your eyes having to adjust to that change.
 There is only a small space  to look through for each distance.

If after a week you still are unhappy with them, by all means go back but I would advise you make an appointment. If you just walk in then expect to wait as those with appointments will be dealt with first, and the person you need to see may be busy with some else already. 

Explain you are not happy with them and want to discuss the problem with someone.

Thanks Sheramber, I just came back from going to Vision Express and I actually got to sit with someone to discuss my prescription sunglasses, apparently appointments are only for eye tests only, anyway, this was a good visit, which they should of done in the first place, as he took measurements and everything, he even gave me that card they test your reading with, to see what line you can read up too, he did say my sunglasses measurement was slightly off, but since I have had them corrected TWICE and they are still not right, he said they get you to see an eye specialist, so I will see one Friday, I then collected my normal Varifocals glasses, they seem fine this time, although time will tell.

It seems the guy who I saw 2 years ago, who ordered my old Varifocals did a really good job, as they were perfect first time, it seems he ordered the reading section, the Varifocals bit on the bottom of the glasses, if you know what I mean, to be bigger expanding it to the sides, as I already can tell with these glasses I am wearing now it distorts when looking that way, my old glasses don't do that, anyway I will discuss all this hopefully Friday, finally I am getting somewhere

It sounds like I am being difficult, but I don't think so for the money they cost you.

sheramber

You are not being difficult. You are entitled to glasses that work.

I was shown different qualities of lens for varifocals.

I was shown  the result from each version on a picture, 

 The cheaper ones did make the sides very fuzzy.

As you went up the quality the fuzziness got less.

I have the second top ones and have no fuzziness at the sides.