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to think Boots Opticians could mention 'the rules' in a letter

(106 Posts)
LisasCat Sun 29-May-11 15:42:23

Apparently 'the rules' say that they can't give out a prescription of contact lenses if your sight test is overdue. So perhaps they could mention that in the letter they send, reminding me that my sight test is overdue. Or they could mention it in the telephone message saying that my contact lenses are now in stock if I'd like to pick them up.

Either way, would it kill them to mention it to the 8 month pregnant woman who has a 50 minute round trip by foot to get into town to pick up the aforementioned sodding contact lenses, which she is then not going to be allowed to collect because of 'the rules'!

And before you ask, I didn't book my sight test because in my previous pregnancy my sight was all over the place, so I was waiting until the baby is born and my vision settles down. Otherwise, it strikes me as bloody pointless to have a sight test now anyway.

So apologies to the poor 18 year old lad on the front desk who had to deal with the crying hormonal woman, but perhaps tell head office not to be twats with their communication next time.

Takeresponsibility Sun 29-May-11 16:15:44

They did this to me. I told them that I had paid for the lenses (I have a monthly contract) and therefore they were mine. If they were refusing to give me my property would the manager like to accompany me to the police station so he could be arrested for theft or should I just ring the police to arrest him in store in front of the other customers?

I got my lenses.

BeerTricksPotter Sun 29-May-11 16:26:43

Message withdrawn at poster's request.

bubbub Sun 29-May-11 18:03:30

i work for boots opticians and for us unfortunately we are absolutely not allowed to hand over lenses once overdue a test. this is apparently law not policy.
if we keep dishing out lenses once overdue we are then liable for the health of your eyes. if protien builds in the eye (v common with monthly or fotnightly lenses) you can get eye ulcers, infection (purely gross ones!) and it can lead to serious unrepairable issues. if this happens and you get a horrid eye problem, you can the sue us by saying, they didnt check the health of the eye yet readily supplied the lenses causing this infection.
it is really hard when we have to tell people this, the nasty abuse we can get is not nice or fair, its not our rules, we just have to follow them. i can totally get why someone would say, fuck it, just take them, when the patient got really into one. but our job would be on the line if caught.
usually the patient gets a letter 2 weks before they are due. then one after to say lenses will not be issued.
these are sent from a central helpdesk in notts, maybe you unfortunately slipped though the net. its common practice also when you have a teach for lenses and when you sign up to bvp that a checklist is filled in and signed by the patient who checks and signs to say the following has been discussed and understood, eye hygine, cost, bvp and the importance and consequences of keeping or not keeping regular aftercares. you should have been given a copy.
i know some places dont always follow the rules.
also the sight test and aftercare are two different appointments, one looks at the prescription and looks at the machanics behind the eye.
they aftercare looks at the eye with a contact lens on it. checking the protien, fit and presription of the lens which can be up to 2 diopters different to the presciption used for glasses as the lens sits on the eye so needs to be a altered prescipt. you cant just be in date for one, it has to be both. its for the good of the patient not the staff i assure you.

NomNomNom Sun 29-May-11 18:05:14

I found Boots are quite sneaky with contact lenses. I used to get mine from there and just never felt entirely certain that they weren't conning me in some way. All their information seemed deliberately confusing, and my lenses seemed needlessly expensive compared to e.g. Specsavers.

cjbartlett Sun 29-May-11 18:08:26

When my letter from boots comes through saying I need a checkup it also says if I don't book one i can't have my lenses
if you don't like the rules use a different optician
myfriend had to have her eyes scraped due eye ulcers
eye care is not a joke
would you want an eye infection the same time as being in labour or as having a newborn to look after? I know I wouldn't

BeerTricksPotter Sun 29-May-11 18:11:39

Message withdrawn at poster's request.

BeerTricksPotter Sun 29-May-11 18:13:44

Message withdrawn at poster's request.

cjbartlett Sun 29-May-11 18:15:08

Oh yes if I go and book an appointment they let me have them

bubbub Sun 29-May-11 18:17:33

because they dont always then turn up lol.

Islandlady Sun 29-May-11 19:05:07

Why are people still getting their lenses from an opticians?
I buy mine on line and they are less than half the price I used to pay at
the high street opticians

all you need to do is take responsibility for your own eyesight and book an appointment to get your eyes tested and lenses fitted, then you take your prescription (which they have to give you by law) fill all the details on line, pay by credit card and lo and behold your lenses are delivered to you within two days

as long as you have the following info
Base Curve
And Brand name - note that even if your lenses are packaged and named with spec savers or boots own brand name is easy enough to find out the manufacturers name - Mine were sold to me under the opticians own brand name but were in fact manufactured by coopervison so the ones I am buying on line are the exact same ones as the opticians ones. Again easy enough to find on line.

Even going one a year and paying extra for a lens test at an opticians I am still saving a lot of money.

bringinghomethebacon Sun 29-May-11 19:22:24

I like the aftercare at the opticians Islandlady. If the prescription is not quite right or they think I should try a different type of lens they give me a free trial. I am seriously blind so once a year sight test also doesn't feel enough, sometimes it is, but I like the ability to go in if there is a problem.

OP YANBU I always get a phone call that says I need a test before picking up my lenses.

chipmonkey Sun 29-May-11 20:32:28

Agree with bubbub. I am an optometrist and am amazed about how blase some people are about their eye health. Contact lenses can damage your eyes and if they do, guess who'll get sued?

When there is someone arguing at the front desk, it would the easiest thing in the world for us to say "Oh, go on then, have your lenses" and charge for them. We don't because that would be wrong!

chipmonkey Sun 29-May-11 20:34:30

Oh, and we do have a system which reminds people when their check up is due but like most technology, it doesn't always work!

BeerTricksPotter Sun 29-May-11 20:44:31

Message withdrawn at poster's request.

coocoocachoo Sun 29-May-11 20:45:30

So Boots are as annoying as Specsavers and Visionexpress then - had similar experiences with both! Am also eight months pregnant and did exactly same as OP just two weeks ago at Specsavers.

I ended up in tears after stroppy german cow-bag refused to let me have a case to put the lenses I was wearing in while I did the sight test to be able to get my next monthly lot of lenses - which they didn't have in stock. It was my last set of lenses and didnt realise I wouldnt be able to put them back in so didnt have my glasses with me - she said I would just have to manage and it wasnt her fault I hadn't brought my glasses. Sat in the reception area, half blind (v. short-sighted) and in tears while DH left work to come and collect me. It was either that or stumble around outside trying to find a bus stop.

So very mad - have now cancelled lens-mail and am ordering on line from now on!

ScaredyDog Sun 29-May-11 20:53:58

To be fair chipmonkey, the technology should work. It's annoying for customers and probably (and quite rightly) losing Boots business.

Boots are a lot more expensive in my experience for eye tests, glasses and lenses so I don't use them. I've had really crap customer service from one Specsavers, but I now use another as it's a franchise and the other branch is much better.

Can see why you're annoyed OP, but get yourself booked in with another optician, cancel with Boots and get your money back you've already paid out, and tell them to spin on it.

I can understand why you couldn't have your lenses, but you should have known about it and you should have had a letter to tell you so you wouldn't have made the trip.

chipmonkey Sun 29-May-11 21:28:57

Of course it should work!grin Just to clarify, I don't work for Boots but we have a system where people get texts or a letter letting them know their exam is due. They do get the letters, unless they have moved but occasionally the texts don't get through and we're not sure why. tbh, most clients are fine but we have had situations where someone who has previously had eye health issues still refuses a check up . FWIW, I have worked in several practices and without exception, the rules have always been, no contact lenses dispensed after one year. And no, I would never argue with someone over a week, I would try to be accommodating, but I work in an independent practice and it is easier for us . In a large organisation they have less scope to be flexible.

TattyDevine Sun 29-May-11 21:50:39

I buy online and get my eyes tested by a proper Opthamologist once a year.

High street ones give me the heebie-jeebies.

bubbub Sun 29-May-11 21:56:57

loving "proper opthamothogist"
because optometrists in standard opticians got there degrees from the university of my arse of course. lol

Chipotle Sun 29-May-11 22:01:37

I have to admit this gets on my nerves and happens every year... 'Ms Chipolte, we're calling to tell you your contact lenses are ready for collection. Oh but you can't have them until you've had your aftercare?' 'I can only come on a Saturday, when is your next available Saturday appointment?, 3 weeks you say... Marvellous!'

TattyDevine Sun 29-May-11 22:03:08

Shit do they Bubbub? Even more glad I don't go High Street...

Chipotle Sun 29-May-11 22:03:26

Oh and I have never had a text, in the 12 years I've been on their plan, I can't recall any letters either!

BeerTricksPotter Sun 29-May-11 22:03:50

Message withdrawn at poster's request.

Chipotle Sun 29-May-11 22:06:26

Bubbub... It is not written into law that Boots cannot provide you with your monthly contact lenses unless you've had an aftercare appointment!

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