Refund for new glasses - can I get?

[Ann]

I recently ordered new glasses from a well-known chain of opticians ("who I should (or perhaps SHOULDN'T have gone to!") Story of my life - just been to collect them and I can't see in the distance at all - my old glasses are much better, I can see perfectly in them and only went to have new ones with an eye test as I've had mine for over 3 years and they are falling apart. The rules have changed since I last went so now you have to pay the whole cost upfront (£400) which I wasn't happy about doing but didn't know until I'd ordered them. I had an awful job to find any frames I liked as I like rimless ones and as they are not in fashion, they had hardly any choice. I now regret choosing the ones I did.

Do I have any rights at all for a total refund - the same as we have when buying other goods, clothes etc. Or have I just wasted £400 which i can't afford to do? I haven't tackled them about wanting a refund yet, I just told them the prescription was wrong and would be back to see the optician when he is free later this week. I want to know my rights as a customer first - can anyone please advise me, as I'm feeling so upset at the moment.

[hc4361]

Yes, you have rights under the Sale of Goods Act and the Supply of Goods and Services Act.
Your glasses must be fit for purpose.
I would expect another eyetest and replacement lenses.

[Ann]

Thanks hc - But what happens if I've just changed my mind about the frames, I really don't like them ....... ideally I would like to cancel my order completely and go elsewhere, I don't trust them, especially as the prescription is wrong too. My last pair were from a different optician, I only gave SS my custom to get the Over 60's discount.

[hc4361]

Changing your mind about the frames doesn't entitle you to a refund unless the shop has a refund policy (doubtful).

You could try for a refund but be prepared to undergo another eye exam. They will say the optician is concerned that your eyesight has changed very quickly.

[Bobbisox]

we are having a very similar dilemma Ann..
OH sugar levels are way up but this was during him getting new specs?
result is, his vision has changed and now the specs are no good, same £400?
when his new meds kick in, it will change again , we have no chance of a refund, I think

[hc4361]

Which shop is it? Tesco has a 14 day refund policy on their prescription glasses.

[Ann]

What an awful con isn't it - that's obviously why they ask for the money upfront now, they "have you over a barrel" and needs investigating.

[Ann]

Its Specsavers hc ......

[hc4361]

It's not a con. You choose the frames and they put the prescription lenses in.
If the prescription is wrong, they have to rectify the problem.

You are not entitled to a refund for anything you buy in a shop by law just because you change your mind.

[hc4361]

From Specsavers website:
We want you to be completely happy with your purchase at Specsavers Opticians. If you have any concerns within three months of the date of your purchase we will put it right. No quibble, no fuss. Your statutory rights are not affected. Please ask in store for full details.

[Ann]

But other shops allow you to change your mind - you can get clothes home and regret buying them and they are changed in every shop I know - why not with glasses? Thanks for the statement from SS website but I assume that refers to the prescription only........ I am so stupid and gullible I shouldn't have paid the whole cost, my friend has just told me that every other optician just ask for a small deposit - wish I'd have known that.

[cazzz1975]

you should query the problem with the lenses, you shouldnt struggle to see out of them.

framewise you can always ask but basically you chose them..

[cazzz1975]

contact them about the lense problem though, I had a friend who had a problem with their glasses and it turned out that there was an error with the eye test.

dont be fobbed off

[vallaw]

Why don't you try talking to them before getting all uptight about your rights? They might be prepared to be flexible.

[gingejbee]

I've used this company for many years and find them very easy to deal with should I have problems. Remember- they are, in effect, a franchise organisation - the chief optician is usually the director of the business AT THAT BRANCH - so ask to see him/her personally.

[cazzz1975]

I agree with vallaw, explain your problem and they will try to help

[shaneystar2]

I had a similar problem with Specsavers .I chose some frames thinking they looked flash and modern and they put the lenses in etc ..
Now ..I'm very short sighted ,with astigmatism and opted for the whole shebang ,varifocal ,thin lenses coating etc but when I got them I couldn't focus properly with them .
The frames were too narrow for my field of vision .
My fault really although I did think that they ,being the experts ,could have said that perhaps the frames were not ideal for the prescription I needed
I took them back after persevering for about a fortnight and to be fair they did change themfor another frame but I had to pay even more ! .

I didn't have the nerve to ask for a refund as I chose them in the first place ,but felt that could have been more helpful in the choosing of the frames in first place too .
I don't go to Specsavers anymore .I find all the hard sell offputting .



.

[tommy-h]

I have worn glasses all my life and have never paid more than £150.00.I would get a new optician.

[hc4361]

tommy-h, I too have worn glasses all my life and cannot get the lenses anywhere for under £300 due to a very complex prescription.

Ann, some clothes shops accept clothes for full refunds if they haven't been worn and still have the tags.
They don't have to by law. But if you had a garment personalised in any way it would be different because they couldn't sell it to anyone else.

[bednobs]

if you go to glasses direct, not only are they cheaper but hey'll send you up to 4 frames to try on at home first before they put your lenses in so you can see what suit

[joko]

ann...shops exchange things if you have just changed your mind, through goodwill alone - they dont have to at all!

you chose the glasses and they sold them to you - wheres the con?

they may change them, they may not, but you have no rights to demand it

they do however have to change the lens if they have put the wrong ones in

i buy all my lens from budgetspex online...the are a fraction of the price and work perfectly well...they are cheap enough to replace whenever and have as many pair as you like....you can even send them your old frames to be reglazed.
rimless are about £30...