Specsavers & Vision Express problem?

[gt568]

I had an eye test in Vision Express and then took the prescription to Specsavers to buy my glasses. When I collected the glasses from specsavers they just aren't right, my vision is slightly blurred, not massively, but enough that it is noticeable. Specsavers have offered to do a free re-eyetest because they think Vision Express have mucked up the prescription (they would say that mind) and are adamant that my new specs are correct....

 

So assuming they claim the prescription is incorrect, where do I stand...

 

I've paid £100 of the £219 to specsavers...I am going to have to buy the duff glasses and order new ones?

[olly04]

Hi,

 

I work in an opticians and basically it works like this:

 

Specsavers will have checked the prescription in your glasses against the prescription that Vision Express issued you with. It is Vison Expresses responsibility to issue you with the correct prescription. Either you can get your eyes tested for free at Specsavers or go back to VE and if the prescription differs from the origional one you can take it back to VE and they should offer to replace the lenses or pay Specsaves to replace them.

 

Please be aware however new prescriptions can take a few days to get used to.

 

Eitherway you should not be out of pocket:)

[labrat]

and i would recomend looking online before buying, i get glasses delivered standered lenses, half rim frames, anti-scratch, anti reflect etc coating.

 

including delivery 19.99

[2Grumpy]

Can VE check that the glasses match their prescription?

[gt568]

Please be aware however new prescriptions can take a few days to get used to.

 

I wore them from the Sunday till Wednesday, and to be fair, blurred is blurred.

[Mrs E Blackadder]

I bought my glasses from Specsavers and got a complete refund with absolutely no problems. For some reason my eyesight was changing weekly, so the glasses they had made up for me were no good as soon as I got them. It wasn't Specsavers fault, yet they happily refunded - on two pairs! So as far as I am concerned, Specsavers were more than fair.

 

I agree with you about the blurring though - it has never taken me more than a few minutes to get used to looking through new glasses, so if yours are blurred a few days on then I would say that there is something wrong. Surely, if the glasses are made up to your prescription then you should be able to see through them straight away and I really do not hold with all this 'it will take time' you get spun.

 

Personally, I don't think you are going to get stuck with glasses that are no good, although I think you should take them up on the offer of a free eyetest. When my eyesight was changing so rapidly, Specsavers gave me two free eyetests just to make sure they were getting it right, and then referred me to the hospital. Because of their vigilence and as I feel I was treated very fairly, I now always go back to them.

[gt568]

I am going for the specsavers re-test on monday...

 

I just want to get all my ducks lined up so I can go postal at somebody...

[Mrs E Blackadder]

Thinking back, I'm pretty sure it was written up on a poster instore that you could have a refund if you weren't happy. No doubt it will be in their T&C's somewhere.

[casey]

My daughter had contact lenses from Specsavers and just could not see properly - they were blurred. She contacted Specsavers and was told to try them a bit longer and see if she got used to them. She kept going back and they kept saying try them a bit longer. This carried on over two years and still the boxes of lenses kept coming. She was then told that she did not need lenses for her left eye but she had been paying for them all this time. It only stopped when she cancelled her standing order and they were on the phone straight away asking why she had cancelled.

[Specsavers]

We are very sorry that you have experienced problems. At Specsavers, good customer service is important to us so if this issue has not yet been resolved, please call our contact lens help line. Tel 0845 603 6026 (8am-8pm weekdays, 9am-5pm Saturdays, 9am - 4pm Sundays)

[MARTIN3030]

Welcome to the site Specsavers.

We have no problems with businesses or service providers taking a pro-active initiative to try to resolve our users complaints.

To others posting with problems,we will be happy to hear of any progress or resolution that ensues from their invitation to contact them.Please keep your threads updated to report on this.

[casey]

Thank you for your response Specsavers. My daughter has had several conversations with a member of Specsavers this week - they rang to ask why she had cancelled her standing order. They were adamant that if she returned the last box she had received they would refund only for that box. She has over 20 unused boxes. It just seems a shame to have to throw these out when it has cost her a considerable amount of money. She works nights and finds it difficult to call during normal opening hours.

[MARTIN3030]

Whether they will continue to monitor and respond is not clear.

If they really want to be pro active then they need to do more than just come here and post a phone number...but time will tell.

[Specsavers]

Thank you for your response Specsavers. My daughter has had several conversations with a member of Specsavers this week - they rang to ask why she had cancelled her standing order. They were adamant that if she returned the last box she had received they would refund only for that box. She has over 20 unused boxes. It just seems a shame to have to throw these out when it has cost her a considerable amount of money. She works nights and finds it difficult to call during normal opening hours.

 

We are sorry that this has not been resolved. Specsavers stores are managed and run by the directors who own that branch. As your daughter works nights please could you ask her to email her name, date of birth, and customer number along with the name of the store she attends to

[email protected]

We will investigate this further on her behalf.

 

Thanks