Glasses - Under Warranty - Help!

[LASandOtto]

Apologies, posting here for traffic and advice.

I purchased a new pair of glasses (frames and lenses) from our local optician from the brand Tom Ford in June 2021. In August 2022 the arm fell off the frame on one side. Took the frames to the optician, they checked and it appears a product fault. It hasn't snapped off and neither has the screw come loose. Apparently another customer has had the same issue. They ring their supplier whilst I'm there and are informed the frames are out of stock, so looking at end of September before I'll get a replacement as my pair is under warranty. I agree with the optician that I'll wait and keep the frames as I don't have a spare and don't wear contact lenses. They advise I cannot 'fix' the frames by gluing the arm back on so I sellotaped it back on.

End of September comes and I follow up with the optician. They ring me back and leave a voicemail to say it looks like the frames now won't arrives until end of October. But that I'm welcome to buy a cheaper frame off them to tie me over?! I've just given birth to our DS so don't follow up, but decide to wait until end of October as don't want to buy any additional frames.

I've now just had another voicemail from the optician to say the frames are now not arriving until end of November as still out of stock. They mention again I can buy a cheaper frame to tie me over.

Daily I have to sellotape the arm back on to the frame because it falls off and it's really annoying as you can imagine.

What are my options? This frame was within warranty. Should the optician not sort me out with a replacement and take this issue (cost for them for doing so) up with their supplier?

I really need some advice please before calling them back. I'm so annoyed about this and wish I'd never spent £££ buying this Tom Ford model.

If they are offering another cheaper pair to tide you over till the Tom Ford ones are available I would choose this option. I do also think you should be given the option of choosing another Tom Ford pair as it seems the delay is never ending.

@Mindymomo thanks for replying. They said I can pay for a cheaper frame to tie me over, do you think it's reasonable of them to ask me to pay considering my frame was under warranty and it feels like the issue is their supplier?

I feel like they should sort this with their supplier and offer me a free frame to tie me over?

Maybe I'm expecting too much... just so annoyed about all of this!

I would suggest they should substitute for another Tom Ford pair of equal value.
If you feel you need a cheap pair to ride you over you can buy online for very little.

Thanks @sorryiasked. Yes true, could buy a cheap pair online.

I'm on maternity leave with my newborn and also have a 2 year old and having these glasses fall off my nose every 2 hours when the sellotape doesn't hold up anymore is really getting on my nerves!

I would just take the cheap replacement

I would have thought you would be entitled to a refund as the glasses are faulty and not fit for purpose (having to sellotape them everyday is completely unreasonable).

Can you ask for a full refund and choose a different pair?

Your glasses aren't fit for purpose. You accepted their offer to replace the frame in August, when a four-week wait seemed reasonable. You have hung on for another month but can no longer cope without working glasses.

Either they supply you with temporary glasses made to your prescription now and replace the Tom Ford pair in November/ December or they offer you a replacement pair to the value of the originals. It's unreasonable to expect you to pay for a cheap pair to tide your over. You have given them the chance to fix the problem in a reasonable time frame and they haven't been able to do so. It may not be their fault but it's their problem.

Hand deliver a letter stating your preference and ask for a response within 48 hours. It's unreasonable to expect someone to cope without specs for months at a time.

@Holly1293 apparently not, but I am not sure what my rights are, so to speak. I'll ask them to clarify. Thanks for your reply!

@pattihews your post spells it out very well, and good suggestion to put it in writing to them. I'm so fed up about this ever-moving date. The optician just blames the supplier.... all good and well but that doesn't solve my issue. They've now said I should come in Monday to discuss options, but I'll take your advice and prepare accordingly.

I don't agree I should pay additional money for a frame when my current one under warranty isn't available to be replaced, surely that's not the customers fault.

Yes, I do think they should pay for the cheaper pair.