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to be upset that I can't cancel an order for glasses two hours after I made it?

(126 Posts)
Shapechanger Sat 21-Sep-13 14:28:38

Had an eye test at Boots Opticians and got a real hard sell on some frames. I don't normally buy expensive things on the spot, but, foolishly, I felt guilty - the sales assistant had followed me round and looked really crestfallen when I said I wanted to go away and think about it.

They were £200.

I came home and I can get the same frames with the same lenses for £76 and a 100 day no quibble money back guarantee.

I rang and tried to change the order but was told it was too late - 2 hours after I had paid for them - because the order was already with the supplier. Customer services said the same thing.

I'm really upset, I know I shouldn't have let myself be pressured and should have followed my instinct and taken a bit more time to think and find out if I was getting a good deal.

I'm posting this to warn anyone else.

lljkk Sat 21-Sep-13 14:32:11

I'd feel sick, too. sad

HotCrossPun Sat 21-Sep-13 14:37:26

Can you return them when they get delivered?

If you can't then I'd be kicking up a bit of a fuss. You felt pressured into buying them, 2 hours later they should be able to cancel the order.

Delilahlilah Sat 21-Sep-13 14:41:26

Have a look for their terms and conditions and check where you stand.

Shapechanger Sat 21-Sep-13 14:44:23

I don't think I can get a refund when I get them except under the SGA - ie if they are fit for purpose and of satisfactory quality then they are under no obligation.

It's no wonder everyone buys online and the High St is going out of business - much better terms and conditions.

I'd feel a bit differently if it were an independent, small business, but it's Boots!

I'll think about it every time I put them on sad

HotCrossPun Sat 21-Sep-13 14:49:30

Did you not ask them if you can return them? Unless they are being made to measure then there is no reason why not.

I think you need to get back on the phone and find out what the situation is, it sounds like you are being fobbed off.

Shapechanger Sat 21-Sep-13 14:50:12

Can't find any terms and conditions. Only on the Boots website for ones bought online (where you get a cooling off period like with all internet purchases).

I feel that they ought to have warned me that once sent the order couldn't be cancelled or amended at all. If they had I wouldn't have ordered them on the spot.

If I'd left it even a day or two I'd think it might be unreasonable to try to cancel but only two hours later... it's horrendous.

Shapechanger Sat 21-Sep-13 14:50:52

HotCrossBun they are prescription lenses.

LimitedEditionLady Sat 21-Sep-13 14:52:35

Keep on at them, get back on that phone.surely you have a right to cancel them because theyve not been made?

Tee2072 Sat 21-Sep-13 14:53:57

You must have signed something when you ordered them. Otherwise they have nothing to prove you did.

HotCrossPun Sat 21-Sep-13 14:58:51

Well if they are being made specifically for you then 2 hours after you left the shop they aren't going to have started them.

Shapechanger Sat 21-Sep-13 15:01:09

I didn't sign anything.

I rang the store and the manager said the order had already been sent but he would ring the supplier and see if they had started making them up (otherwise 'nothing he could do'). He said because it was all computerised it was with the supplier very quickly and usually there was only half an hour to an hour to cancel.

I rang Customer Services in the meantime, explained the situation and was put through to someone more senior. She said she would ring the branch and supplier. She said she would 'get it sorted'.

The manager rang me and said that the glasses were already being made so the order couldn't be cancelled.

Then the Customer Services woman rang me back and I got the same answer - she rang the suppliers had already started making them, she had rung the manager of the store as well. That my only hope was that the manager could 'do something for me' when I went to collect them.

I asked what he might be able to do and she couldn't say.

Shapechanger Sat 21-Sep-13 15:03:15

HotCross apparently the orders go through electronically and the production process starts very quickly.

But they told me they would be ready for me to collect in 5-10 days. Not sure how long it takes to make a pair of glasses but none of it makes much sense to me. I have a very simple prescription for distance.

Groovee Sat 21-Sep-13 15:13:34

I go to boots for my eye tests and just say "Sorry I don't have time to choose new frames!" and get the chance to leave.

Shapechanger Sat 21-Sep-13 15:19:10

Very wise Groovee.

I just phoned and asked to speak to the manager again. He said the best he could do was offer me 10% discount.

I asked why he couldn't just refund me for the frames as they can be sold to someone else. Long silence.

Then he went into a spiel about how the suppliers work on the orders as soon as they receive them blah blah.

He said he will look into whether they can refund the frames (as they have 'never done this before') and will call me back in 15-20 minutes.

I might just take the 10% discount, it's a bit less painful after all.

No no no. You are waiting 5-10 days for them, there is no way they have started making them now, on a Saturday.

Tee2072 Sat 21-Sep-13 15:28:17

Start Tweeting or using their FB page.

They are lying. I agree with MoaningMinge. No way are they making your specs right now. On a Saturday? With a 5-10 day wait?


And next time, go to Spec Savers or, my personal favourite, Vision Express. No pressure to do anything with either of them any time I've used them.

EmeraldJeanie Sat 21-Sep-13 15:33:10

With Spec Savers I ordered a pair of glasses in a trendier style than usual. Big mistake. Got glasses and hated them. Had no quibble policy and took them back and I was allowed to choose another pair of glasses at no extra cost. Very impressed. They had been made up to my prescription and I had toddled round shopping centre gazing unhappily at myself in every reflective window and mirror.
Boots are not covering themselves with glory here....

nennypops Sat 21-Sep-13 15:36:45

I suspect in law there isn't a right to cancel. You may persuade them more effectively with the threat of publicity. I for one need to make an optician's appointment and have just decided it is definitely not going to be at Boots.

Shapechanger Sat 21-Sep-13 15:40:23

I don't think in law there is a right to cancel, nenny.

But it seems a bit odd that it takes 5-10 days for the branch to get them yet they are being made up within the hour hmm

nennypops Sat 21-Sep-13 15:41:56

I completely agree, Shapechanger. But if they're being stupid about it they might be persuaded to see sense by the threat of bad publicity.

EmeraldJeanie Sat 21-Sep-13 15:42:44

Get noisy publicity wise.
Phone again, email head office, Facebook, Twitter etc.
I would be fuming....

Magicjellyflood Sat 21-Sep-13 15:47:03

I would probably tweet boots. With a link to this thread!
Should sort before close of

Nanny0gg Sat 21-Sep-13 15:49:15

Do you have a tricky prescription? Because then obviously they can't re-sell them and the lenses will be made to fit the frame.

I am surprised that such a large company is being so intransigent.

I'd certainly complain about the hard sell.

cappucinogirl4 Sat 21-Sep-13 15:56:14

I work for an independant optician and I can see both sides here.Boots have emailed the lab with your specifications and they will have started cutting the lenses to the shape of the frame you chose. You could ask if the lab will send these cut lenses to the branch and they can have a look and see if the lenses will fit into any other frame.It does limit your options though.In our store we would probably let you start again and choose something else,lose the cost of the lenses and put it down as one of those things that happens from time to time.At least then we would have a happy customer who would return to us again next time they needed an update.

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