Specsavers Contact Lense Subscription

Lightning360

Not a major issue here, but one that I'm still not sure what I am entitled to.

For my contact lense subscription, and my appointments in general. I am registered at store A. However, due to my job and availability, I have to currently get my check ups at store B. I have done this a few years now and have had no issues or extra costs.

However, I just got a call saying that I wil be charged for my upcoming eye test unless I change my subscription store to store B. This would be inconvenient most of the time as it is nowhere near where I live. 

Also, I cannot see anywhere in the terms and conditions that I have to have my checkups at my registered store for them to be included. I also had a call with store A who didn't warn me of this. Nowhere on the booking or emails warned me of this.

Is this actually an enforceable policy by Specsavers, or is this worker on the phone call just wrong? I'd rather not pay for a test when I am entitled to get them for free with my subscription.

born_again

Most Specsavers are franchises. So it could be that they are now no longer allowing you to use a different franchise for testing.

Lightning360

born_again said:

Most Specsavers are franchises. So it could be that they are now no longer allowing you to use a different franchise for testing.

But wouldn't they have to tell customers that and make it clear in any agreements with the customer, i.e. the terms and conditions that the customers signs up to when they purchase the subscription? 

Id be fine with this change, if it is indeed accurate, if I were told because I could have planned for it, but if they haven't told anyone, then that is hardly fair. I only knew from a brief two second mention at the end of a voice mail which I could easily have missed. 

sheramber

https://www.specsavers.co.uk/help-and-faqs/can-i-use-other-specsavers-stores

Can I use other Specsavers stores?

Yes, we can transfer your records to any Specsavers store to ensure your details are kept up to date. If you are wanting to use a different store, please let us know by providing your current store details, the store you are looking to visit and any dates if applicable here.

Lightning360

Don't like being arguementative with people when buying stuff but nowhere does it state that I can't use other stores for my free eye tests. I will refuse to pay for it considering it is not a requirement in the terms and conditions to use the same store that im registered at. 

sheramber

Why would you be paying fir it, if it free?
Assuming they do the test since you are not registered at that store.

Let us knoiw how you get on.

Lightning360

No idea why I apparently should be paying. Just want they said on the voice mail. I know I could just change my store but I shouldn't have to.

Considering no one here can say why they think I should be paying, I think I'm pretty safe in defending myself 

A_Geordie

I am on the easycare subscription and I think I had a test done at another store than my registered one. If I recall they did it for free and simply looked up my subscription to verify eligibility. You are right, the terms and conditions online doesn't seem to indicate that free eye tests are limited to the store you are registered with.

Have you tried calling the store to ask them why it is necessary when the terms and conditions do not require you to change store for subscription purposes?

Not ideal but you could call up the subscription lens contact centre to verify or amend the address back to your original store. Or if you are confident of the position you could tell them that you are paying on the basis you need the eye test done but you are of the belief that this should be free and the terms don't stipulate the need to change store, so you will be looking to be refunded on that.

Ergates

sheramber said:

https://www.specsavers.co.uk/help-and-faqs/can-i-use-other-specsavers-stores

Can I use other Specsavers stores?

Yes, we can transfer your records to any Specsavers store to ensure your details are kept up to date. If you are wanting to use a different store, please let us know by providing your current store details, the store you are looking to visit and any dates if applicable here.

That mentions transferring records to other stores - i.e. moving between stores - rather than having a test in one location and a subscription from another.

Ergates

Lightning360 said:

Don't like being arguementative with people when buying stuff but nowhere does it state that I can't use other stores for my free eye tests. I will refuse to pay for it considering it is not a requirement in the terms and conditions to use the same store that im registered at. 

Not sure what your intention is, but I would *strongly* suggest getting this resolved beforehand rather than having the test then refusing to pay.

born_again

Lightning360 said:

Don't like being arguementative with people when buying stuff but nowhere does it state that I can't use other stores for my free eye tests. I will refuse to pay for it considering it is not a requirement in the terms and conditions to use the same store that im registered at. 

I would certainly be ring the store back that contacted you & asking where this policy has come from.