Specsavers glasses delay

Tenzin · 14 June 2019 at 3:05PM

I had my sight tested at Specsavers on 21 May and ordered glasses on a 2 for 1 offer and was told I could collect on 5 June. I went back and they had my prescription sunglasses (my free pair on the offer) but not my everyday glasses. They could not provide a date for delivery of the glasses and said they would phone me when they arrived. This week having heard nothing I phoned and asked and was told again that the glasses had not arrived and that they could not say when they would and would phone me immediately when they did - they were quite apologetic but didn't seem able to do anything. I assume this is a national system issue rather than local with the branch ordering from some central point and then having to wait for them to arrive but it is a bit frustrating.

Has anyone experienced this sort of thing and any advice on how to progress? Do I have any rights as a consumer? i.e. if they do not produce the glasses by "X" I can cancel, return my prescription sunglasses (unused since I got them) and be refunded and then order glasses again ( although going back to square one and reordering from someone else is not terribly appealing). Not been to Specsavers for quite a while and very surprised by the slow, uncertain delivery so unlikely I will be going there again in a hurry.

kirtondm · 14 June 2019 at 4:47PM

hmm poor customer service is not being able to at least give you an idea. Complicated varifocal prescription?.

You have no rights to return the sunspecs for a refund as purchased instore and custom product anyway.

In these types of cases I would offer a partial refund as a GOGW. If their is a problem with the particualr lens or frame it would be sensible to either change the lens or the frame.

I would press for more information or if they refuse to be helpful appeal for a refund.

Tenzin · 14 June 2019 at 7:06PM

Thanks for this. The glasses are varifocals but so were the sunspecs on the same prescription. Difference is that the everyday glasses are to be thinned but I did not bother with the sunspecs. Yes, it is the inability to give any idea of timescale that is frustrating. I’ll have another go and see if I can get more out of them. Thanks again.

Kay12346 · 17 June 2019 at 3:41AM

Would complain to head office they take customer service very important. They will then contact the relevant store and give them a ear full. The specsavers store you used definitely had no lab to make the glasses so they send them off to make. If you ever use specsavers again try a large store they have a lab on site, some even do same day collection like the store I use in liverpool. Kirkby Shopping Centre, 21 St Chad's Parade, Liverpool L32 8RD

Specsavers glasses delay

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