Varifocal glasses that can't be worn. Complicated by Irlen syndrome

WD40fan

Varifocal glasses.

Purchased in May 2026 from local branch of Armstrong and North.

Purchased with credit card.

I can't wear them. Long distance isn't right. Close up is awful, I constantly have to move my head to read. Get headaches when trying to use them.

Vendor has already re-tested and re-made lenses to possibly slight improvement, but still can't be worn.

Ideally I'd like a full refund, but there are complicating factors.

Long version- Eye test from my usual optician in April. I have been struggling with my sight long and short distance. Something didn't feel right, but no obvious changes to my sight.

Optician identified very slight changes, that didn't necessitate a change of prescription but said that some people are more sensitive to slight changes. New glasses in May. Couldn't get used to them and no change in whatever it was that didn't feel right. Went back, agreed to try for a longer period as I was only able to wear for a few hours at a time. I was told that the varifocal lenses are now made by a different company and that some people had struggled with them.

Went back again. Received a second eye exam and change to measurements. New lenses made free of charge. Possible improvement, but still not able to wear without headaches and swapping back to original glasses, especially for reading.

Went back and explained that I still could not use them. Had a discussion about a possible refund. I then mentioned that I was concerned that there was something else going on and would look into assessment for Irlen syndrome. We agreed that I would go back after that assessment.

I've had the Irlen assessment and it seems that that is one of the problems. I am now using a coloured overlay and can read easily with my old glasses. Ideally I need tinted lenses to make my long distance vision better too.

I also had an eye test at a local Specsavers who noted a different change to my prescription. I wanted to see if the eye exam was the problem.

I returned to Armstrong and North to explain that it looks like I have Irlen syndrome, but to get the lenses tinted I need new lenses made without any coating (anti-glare in my case). After consulting with head office, the manager told me that they can re-make the lenses for £400+. This is because they deem the problem to be the Irlen issue, not the lenses.

I understand their viewpoint as Irlen syndrome is not an eye condition. However, I strongly feel that part of the problem is the new manufacturer of the varifocals. My evidence is that I can use my old ones with the coloured overlay. New ones give me headaches and aren't useable.

Any advice on how to approach this in writing to Armstrong and North would be appreciated. Or do I just accept the loss of £450 and go to a different optician for a new set of glasses?

sheramber

Will they not take the new ones back as unsuitable and refund you?

You can then go elsewhere for any new ones.

How did you pay?

Ergates

The important question is: Are the new lenses faulty? As in - where they correctly made to the specifications or not?

sheramber

I had new critical made but they were not suitable as I saw double in the distance.

Specsavers refunded me as the difference in the sight in my eyes meant my brain was focusing at two distances.

The lenses were correct but the difference was too much.

I am awaiting a cataract removal.

dnpark38

Do not understand why you have not been referred to your hospital eye clinic.

I suggest you see your GP for that due to the lack of that.

Alderbank

Probably because the NHS, like the World Health Organisation and health authorities round the world do not recognise Irlen syndrome as a disease.

It is Alternative Medicine like Reiki, ear candling and so on. What everyone does agree on is that if it exists it has nothing to do with eyes, eyeballs, lenses, optics, spectacles, etc. but is all in the mind.

As Ergates says above, if your new glasses are not working for you it is either because your prescription is wrong or the glasses have not been made correctly to that prescription (or possibly both!)

In you place I would now go for another eye test by a local, well-recommended optician, not a chain, and while you are there ask them for their opinion of your new glasses.

Grumpy_chap

I recently had my first pair of varifocals and initially found them difficult to get along with.

As mentioned by Sheramber, I also sometimes experienced double vision. My Optician was able to adjust the way the frame sat so that the lens was aligned differently to my eyes and that seems to have resolved the issue.

I would have thought any Optician could make similar adjustments.

I did initially have to move my head to get the correct focus but this was also resolved when the frame was adjusted to realign the lenses with my eyes.

My Optician suggested it was not uncommon with first varifocals as (A) they take more getting familiar with than just a change of prescription and (B) people tend to adopt a "formal" posture when having their eyes measured which is not how people actually hold themselves in real life.

I assume the OP's issue is more significant than just adjusting the frames as one assumes that any Optician would be aware of the potential of this outcome.

the_lunatic_is_in_my_head

As you are just within 6 months of purchase (applicable from the original date they gave the first pair of glasses to you in your hands)

https://www.legislation.gov.uk/ukpga/2015/15/section/19

(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.

(15)Subsection (14) does not apply if—

(a)it is established that the goods did conform to the contract on that day, or

(b)its application is incompatible with the nature of the goods or with how they fail to conform to the contract.

https://www.legislation.gov.uk/ukpga/2015/15/section/24

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

They could argue 14(b) but it would be down to them to prove. If you wish to enforce consumer rights you need to reject before the 6 months pass.

If the glasses were more than £100 then the credit card company is jointly liable and you may inform both the retailer and the credit card company you are rejecting the goods* and then pursue either for the refund.

CC is easier as they should just refund, they may ask you to show the glasses are at fault but you just raise an official complaint and point them to the regulations above.

*The important thing is to reject within the 6 months by making a clear statement that this is what you are doing in accordance with the CRA.

Credit card companies seem to like processing chargebacks instead of Section 75 (as this way the retailer has the money taken back rather than the funds coming out of the banks pot), I would simply open an official complaint with the credit card company to begin with explaining the situation, including the statement of rejection along with the regs posted above and clearly state you are seeking to exercise your rights against them in accordance with Section 75 of the Consumer Credit Act ( https://www.legislation.gov.uk/ukpga/1974/39/section/7 ), this way the response is likely to be more in your favour.

eskbanker

Credit card companies seem to like processing chargebacks instead of Section 75 (as this way the retailer has the money taken back rather than the funds coming out of the banks pot), I would simply open an official complaint with the credit card company to begin with explaining the situation, including the statement of rejection along with the regs posted above and clearly state you are seeking to exercise your rights against them in accordance with Section 75 of the Consumer Credit Act ( https://www.legislation.gov.uk/ukpga/1974/39/section/7 ), this way the response is likely to be more in your favour.

As OP's purchase is outside the 120 day window for chargeback, s75 is the only basis on which to pursue the credit card company anyway…

WD40fan

https://forums.moneysavingexpert.com/discussion/comment/82179480#Comment_82179480

This is my next step I think. I was hoping to resolve with them as I've been with them since I was a child.

I paid by credit card.

WD40fan

https://forums.moneysavingexpert.com/discussion/comment/82179482#Comment_82179482

In my opinion they are not fit for purpose, possibly due to the different manufacturer. Whether the prescription is correct or not I can't say.