Advice needed want a refund

[angeleyezx]

Hola, I do apologise, I really didn't know where to put this

Well 2nd January I ordered some glasses(designer frames) from The Optical Store and I received the following email:

"Here is your receipt. It should take around two - three weeks. It normally
takes less time than this but everyone and their dog seems to want their
glasses at the moment so hence the length of wait has increased."

After 3 weeks I gave them a call and they said sorry and that it should be another couple of weeks.

After 3 weeks I called again and explained, the Lady said sorry, as they should have contacted me to say the frames I ordered wasn't in stock of was on order from the manufacturer, I said I needed them to drive with so they sent me complementary frames to 'tide me over' for the next two weeks.
After original glasses hadn't arrived I called and tried to just cancel the order and she then said have you thought about other frames, Ill email them to you, I think the ones you chose are going to be to big for your face .
Well she didn't email I called again and she had forgot, I asked to cancel again and she said that the frames had already been made now and the frames I ordered had come in,but would prob be too big so I should look at the ones she's going to email, she also put into her email that could I make my way down there to have them 'fitted' and try on different frames.
I don't have the time right now, and tho whole point of using the net was that I didn't have to do that.

The reason I ordered the glasses is because they looked nice and was a Xmas pressie from my Nan, I don't want any ole designer frames for the sake of it, if I cant get ones that fit right and make me feel good then I'd rather not put that amount of money into them!

Now seeing as they have made the lenses and sent me complimentary glasses, where do I stand with trying to get a refund?

pls help, cheers

[jacob marley]

Get in touch with you local TRADING STANDARDS OFFICE and tell them the tale there are new rules concerning long selling which is what this is called good luck Jacob

[SueA]

They do seem to have messed you about a lot. Could you not call into the store to have a look at the glasses & have them fitted properly? You really do need to try them on as most glasses have to be adjusted by the opticians to sit properly on your face anyway, although as you say that defeats the object of shopping from home. I looked at their website & the terms & conditions say that you had the right to cancel the order because of the long delays but as they talked you out of that & have now made up the glasses they say you can't have a full refund but that they will try to come to an amicable agreement, possibly you could get some compensation for the long delay? Other than that you could try contacting your local Citizens Advice Bureau or Trading Standards as Jacob suggests. Good luck.

[angeleyezx]

They hadnt responded to my email that I sent on Sunday, I JUST gave them a call and she said they should have processed the refund already, so *fingers crossed*
cheers everyone

[SarzWix]

Angeleyez, I think that you really should bite the bullet and GO to an opticians to buy your glasses when you get your refund. I'm not an optician, but my OH's best buddy is a dispensing optician, and he says you should never buy glases online, even if you know your prescription. If they are not properly fitted they may sit wrongly on your face and cause one or both eyes to have to work harder which could cause problems later on.

[Alison C]

I'd ring trading standards for advice. But this part of your story doesnt make any sense-

Originally posted by angeleyezx
I asked to cancel again and she said that the frames had already been made now and the frames I ordered had come in,but would prob be too big so I should look at the ones she's going to email,

Now why on earth if the glasses had been made and where now ready for pickup or whatever whould she now think you should pick another pair becuse she though they wouldnt suit you. After you have asked to cancel and she has said no you cant because they are ready for you. So basically they are ready for you so she doesnt want you to cancel the order but dispite that she thinks you should pick another pair anyway meaning the pair that are supposedly ready will be surplus to requirements.
Sound like they are not ready at all and thats why she wants you to pick another pair.

I dont know where you stand but I have rung trading standards before and they are really helpful.

[HeyWayne]

Shoulda gone to Specsavers.








Sorry, couldn't resist!

[jackie j]

Yep should have gone to spec savers i did recently and they were very helpful, as they cost £350 ( includes one pair free ) varifocal light reactors, I wouldnt have bought them on line as paying that much i would want to make sure they were right.

[HeyWayne]

That said, I go to Dollund & Aitchinson.

[Paul Wagland]

I bought 2 for 1 at Boots last time. One pair were a bit scratched so they offered to let me keep them, but also have a new pair made. Unfortunately they remade the wrong pair... so they let me keep those too and remade the bad pair a second time (anyone following this?!).

Four pairs for the price of one, and a 25% refund for all the hassle! Not sure I'd go there again though...

[allotmentlady]

I had an experience like this at Tesco's. Stand your ground and when say you want the glasses and a refund for all the hassle you have received. Ask to speak to the manager and if that fails, then ask for the HQ address and telephone number and write a stern letter, outlining your complaint in FULL. They, in turn should refund you, with an apology.

It is disgusting the way some shops treat people and especially when you purchase something.

I now go to Vision Express as I know my glasses will be ready in an hour and I will only pay for them, once I have inspected them. I just leave a deposit until I collcet them.

Good luck and I hope you get a refund.

[vincent villa]

Tell them to send the ones they have made for you - you might like them! If not go to trading standarrds office, they are very helpful in cases like this

[vincent villa]

Somebody told me that the mark up on spec frames is 400% so expect they can give out a few free ones and still make a profit...

[angeleyezx]

Thanks so much everyone.
I chose these frames in particular in a shop, but chose the optical store from a recomendation and that they were much cheaper.
But after all this messing about and now that she believes that they will be too big for me, Im just not interested in the hassle, I dont want the other frames she suggested just because they are the same brand.
Im not the most well off person, hence why they was a special xmas gift from my Nan, to whom Ill give the money back to, well offer, I very much doubt she'll accept it :S

[dexterdoglancashire]

Get in touch with you local TRADING STANDARDS OFFICE and tell them the tale there are new rules concerning long selling which is what this is called good luck Jacob

Yep, agree with you Jacob - they gave me some valuable advice when I had to return a third TV set because they all had faults.

Give them a ring before you contact the glasses shop - if you still don't have any joy, they will help you further.

Good luck. Bernie aka DDL