Ripped off by Outside Clinic opticians - is there anything I can do?

strenger

I requested a home eye test with Outside Clinic who charged £210 (after NHS voucher deduction) for two pairs of glasses. One of the pair is fine, but the frame on the other is bent and the prescription is wrong.

While on hold with Outside Clinic to report the issue I read the receipt and googled the frame model numbers. I was shocked to find out I could have bought both pairs including lenses from multiple different online retailers for a total of between £60-£80, potentially saving myself £150.

The receipt states I have 14 days right to cancel once I've receive the goods for full refund ONLY for goods OTHER than spectacles and hearing aids.

Am I out of luck here? Is there any way I can get a refund?

eskbanker

The bad news is that there's nothing preventing some suppliers charging higher prices than others, so the fact that you could have saved money by shopping around isn't relevant.

However, the good news is that you have a statutory right to reject faulty goods, so you can insist on returning the defective ones for a refund of those.

strenger

https://forums.moneysavingexpert.com/discussion/comment/81956399#Comment_81956399

Thanks, so I should be able to get a refund on one pair at least? That's better than nothing. I accept this is user error on my part and I should have been more diligent when I bought them.

The charge without the NHS voucher would have been £170 per frame. The sheer gall of them to charge that much.

Brie

This seems to be a 2 part problem.

1 - you could have got these cheaper elsewhere. Not their problem. I can get a tin of beans from Aldi that would cost less than the same tin at M&S. That I buy the more expensive tin is my choice. Given that the glasses are made to order then I would suspect they would be exempt from the 14 days right to cancel which is supported by their T&Cs even if it doesn't spell it out.

2 - you were sent a damaged and incorrectly made product. They should either correct this or refund you for this part of the order. The tricky bit may be that 1 pair of glasses is sold for £200 and the second paid £10. So you would need to convince them that the refund would need to be at least £105. Your argument would need to include something that says that there is nothing obvious in their website that says "first pair £200 and only £10 for a second pair" or similar.

If they refuse to engage at all of course then there's the credit card protection to fall back on.

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/81956407#Comment_81956407

Why? If people are prepared to pay it, it's fine. They'll soon reduce their price or go out of business if people don't want to pay that much.

strenger

https://forums.moneysavingexpert.com/discussion/comment/81956414#Comment_81956414

The receipt states £105 per item, so shouldn't be a problem.

strenger

https://forums.moneysavingexpert.com/discussion/comment/81956417#Comment_81956417

My issue with it, outside of simply being a ripoff, is that Outside Clinic primarily serves the elderly at home and in care homes. The opticians who visit and do the tests are also extremely pushy salespeople who do not make it clear that you don't have to buy any of the frames they bring with them in their suitcase. It's likely that many elderly and vulnerable people are being taken advantage of. But this is outside the scope of my own individual issue with them.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81956464#Comment_81956464

The flip side is of course that offering in-home services will have an entirely different set of overheads versus a 'pile 'em high, sell 'em cheap' online warehouse operation or even a high street one, so relative sale values will naturally reflect this. Are you aware of any like for like competitors offering similar services at better prices and/or with more palatable sales practices?

sheramber

There will be an add on for their time and travel costs for coming to your home.

If they billed it separate people may choose not use them so they incorporate it in the cost.

My husband used buy one pair from the optician and second spare pair online for a much smaller price.

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/81956464#Comment_81956464

That's a very different product to what you described as simply buying the glasses online, though.

I had to call the RAC out for what turned out to be a failing battery. For £150ish they would replace the battery there and then. My local mobile tyre guy could do the same the next day for about £120. I elected for the jump start and going to Euro Car Parts and buying the same battery for £55. Neither of the other two options were trying to rip me off, they have significant extra cost of business to cover.

Worried_fool

https://forums.moneysavingexpert.com/discussion/6663427/ripped-off-by-outside-clinic-opticians-is-there-anything-i-can-do

I would not call this a rip-off…

The price seems reasonable, given that it includes a personal visit and eye-testing in the comfort of your own home.