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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

AIBU to think Specsavers ABU about replacement glasses?

29 replies

NomNomNom · 19/04/2012 16:44

I bought some glasses from Specsavers about 6 months ago. A couple of weeks ago they broke: just came apart when I was taking them off.

Went to one of my two local branches who told me my frame was out of stock, they'd order it and let me know when glasses are fixed. I still had my old glasses (weaker prescription), so said alright, ta. Did ask if I could have a different frame but was told no.

Now 3 weeks later I had still heard nothing so gave them a ring only to be told frame still out of stock, might take another 4-6 weeks. If I wanted, I could go in and choose another frame. I didn't particularly like the frame that broke after getting used to it, so was quite happy about this, just wish they could have told me sooner as old glasses are giving me headaches and making me tired.

So went in, and got told off by staff member about how my frame apparently only broke because I take my glasses off with one hand. I did say it had never happened to me in 16 years of wearing glasses, but he patronisingly said he'd been fixing glasses for 30years, and this was no manufacturing fault. Yeah right.

Turns out I can indeed have replacement frame while waiting. However, it has to work with the shape of my lenses and the way they are attached to the frame, so there were only 2 possible frames, which just happened to be the ones I found least attractive in the whole shop!

The guy manages to squeeze my lenses into the slightly less bad one so I went home, but when I got there I realised there is a gap between the frame and the top of the lenses. This, together with how unattractive I find the frame means I can't really wear them anywhere because it looks cobbled together and embarrassing. Sadly I didn't notice the gap in the shop because I couldn't see well enough (seriously short-sighted!). And even if I had, the guy would probably have said there was nothing else he could do.

So now I have a crappy pair of unwearable glasses, got patronised for something that is IMO not my fault, and now have an indeterminate wait (according to guy I saw) for the proper frame.

AIBU to think this is bad service from Specsavers and they should be doing more to help me?

I can't afford completely new glasses at the moment and feel like a sponger already anyway for getting tax credits voucher for glasses.

OP posts:

SunflowersSmile · 19/04/2012 16:58

I await replies with interest as about to have eye appt for first time with spec savers!

valiumredhead · 19/04/2012 16:58

Go back and complain.

Personally I find Specsavers fab as they gave me £100 off a new pair of glasses because some I had bought 2 months earlier were uncomfortable.

supernannyisace · 19/04/2012 17:04

That sounds bad customer service.

i recently had to take DS glasses in as he broke them at school. No fuss or bother - they just put his lenses in a new pair - and I signed a form for 'repair'.

On the flip side he then had his annual eye test - and his vision had worsened so had a new pair. He can't get used to them as the px is much stronger than before. However he is booked in for a re-test this weekend so will see if it is just him that can't get used to the strength - or if, in fact, the optician misread the results.

Aren't Specsavers more of a franchise than a chain. Maybe they have slightly different ways of operating at each branch?

If you stick to your guns I am surewill get the result you want.

JambalayaCodfishPie · 19/04/2012 17:08

This surprises me, I've had nothing but fantastic service from them - glasses, contact lenses, and now DDs glasses too.

Definately try and speak again to somebody about this, it's really not on.

Original poster

NomNomNom · 19/04/2012 17:11

I know for children things are probably done differently. And they have a 3-month guarantee for adult glasses, which obviously doesn't apply to me.

I know giving me completely new lenses would be too expensive for them to do just because my frame broke and it happens to be out of stock, so there probably isn't a lot they could have done differently. But I'm now stuck with these until further notice.

OP posts:

DeepPurple · 19/04/2012 17:12

I used to use specs avers and had no problems with my lenses that I had on a mailing system with them. Then I changed branches as I had moved house. I has nothing but wretched service there. On one occasion I was shouted at in a crowded shop by the manager! I haven't been back since and use a different optician now.

valiumredhead · 19/04/2012 17:17

Tbh I think 6 months for a pair of frames is unacceptable, unless you are yanking them on and off each time they need to be up to a bit of wear and tear.

If they can easily give me £100 off glasses as a good will gesture - I didn't even complain, the chap just asked why I was getting glasses again so soon as he could see on the system I had bought some recently - they can definitely do something for you.

Kayano · 19/04/2012 17:21

I love specsavers. Think you have been unlucky in your branch

Original poster

NomNomNom · 19/04/2012 17:21

I'm rubbish at getting discounts out of people.

How do those tax credit vouchers work - do you have to wait a certain number of hers before you're allowed another pair of glasses? I find it really cringey to mention them in the shop.

DeepPurple, that's appalling.

OP posts:

Original poster

NomNomNom · 19/04/2012 17:38

Well, I was happy with them until now, but it's my first pair of glasses with them, so I might go somewhere else next time. Is that allowed?

OP posts:

ChuffMuffin · 19/04/2012 17:55

YANBU! From what you've said I'm assuming your glasses are plastic frames. If you take your glasses off with one hand and/or put them on your head it stretches the joints on the arms up, the arm + joint will either come completely off the front of the frame or the joint will be bent too badly to be repaired, so the guy was right about that.

However Specsavers ABVU! Haven't got one of their own frames in stock that you only bought 6 months ago? What exactly happened to your frame OP? Do you still have it or have Specsavers got it?

ChuffMuffin · 19/04/2012 17:58

And yes it's allowed. It's your legal right to receive your prescription after having an eye test. Just ask them for it (or a copy if you took it but don't have it now) and take them somewhere else :).

MaresyDotes · 19/04/2012 18:00

I go to a Specsavers, have gone there for years and now DD and DH go there too, they are absolutely fab. They aren't my closest branch, I originally contacted the local one but they were fully booked so went with the next-closest. I did pop into the closest one to see if they could adjust my glasses, they were rude, nearly broke my glasses, did break one of the nose-things, replaced it with the wrong one (far too big, looked daft and lopsided), and complained about having to root about for the right sized one when I insisted they re-do it.

They are a franchise, but you can go to any Specsavers. I'd give up on them as a bad job TBH and take your glasses to another one if you can. Good luck.

ICanTuckMyBoobsInMyPockets · 19/04/2012 18:19

I love Specsavers and would recommend them to anybody. I used to wear glasses but now just contact lenses.
If you have been told to take them off using two hands (which I have, do have my specsy friends) then you can't really complain when they break because you didn't follow instructions.
It is unfortunate that your glasses are out of stock, and that your lenses only fit into 2 styles, but I'm not sure there is anything more they can do.

valiumredhead · 19/04/2012 18:27

I always get 'hinged' glasses, so I can take them off one handed.

valiumredhead · 19/04/2012 18:28

I still think glasses should last longer than 6 months!

FoofyShmooffer · 19/04/2012 18:40

Specsavers is a franchise but the basic customer care rules are the same in every store. Or should be.

Their head office is based in Guernsey. Sorry cant link to actual address but I don't think it's hard to find. Get in touch and push them over this. Regardless of how an assistant saw you on one occasion take your specs off he had no right to treat you that way.

In an instance such as this where you have NO other glasses they have a duty to replace them with something fit for purpose which they haven't. This has farce written all over it. Have they not rung around there squillions of other stores to see if they can send the correct pair? (which can be shipped by internal post in 2 days).

Keep pushing

didnt used to work for them

youarekidding · 19/04/2012 18:43

The time between retests if your on TC voucher is stated when you have your eyetest. Mine is 2 years. Some people will be a year if their sight is severe and has a history of changing significantly each test. I have no problems with specsavers - my DS gets his there. IF the frame broke after 6 months I'd argue they weren't fit for purpose, and therefore they have to give you a pair that are. Oh and BTW under exceptional circumstances - which it sounds like yours is - they can do a repair voucher for adults.

I think now its been so long and you still don't have a proper pair now is the time to go in and make a bit of a fuss.

goodygumdrops · 19/04/2012 19:27

You should take your glasses off with two hands? I never knew that! Every days a school day.

Aribura · 19/04/2012 19:52

Just so y'all know Tesco does free eyetests and Boots have a lovely selection. Guess which two services I just used.

FoofyShmooffer · 19/04/2012 20:08

Oh and I wouldn't have my eyes tested there because at our branch the Optometrists would have races to see who could do the fastest test. One poor woman was in and out in 2 minutes.

GrahamTribe · 19/04/2012 20:25

What a contrast to my own local branch, which replaced my frame free of charge although the glasses were one day out of warranty.

FeakAndWeeble · 19/04/2012 20:29

My DHs glasses have broken 3 times in the same way as yours, OP, since he got them a year ago. Every time he's had to go back he's had the same patronising reaction and the final time, he had a real fight on his hands getting the frames themselves changed, because there was an obvious design fault with the ones he had (something the store denied). He's had the new ones for 2 months and so far they've not broken but we're not that optimistic. Won't be going back there. Fair enough goods can be faulty and that's not often the fault of the person you actually complain to in store - but their attitude about it absolutely sucked.

Rubbish service.

Original poster

NomNomNom · 20/04/2012 07:58

The guy in the shop did say that he'd been fixing lots of frames like mine recently, so I don't know why he doesn't see that as significant.

Didn't know about special circumstances/repair vouchers, or that the shops are franchises. Very surprised people have had such different levels of service though!

Not sure what I should do next. Go back and complain? Nicely ask for new frame (+lenses)?

OP posts:

ChuffMuffin · 20/04/2012 11:35

There's only one circumstance for repair vouchers (GOS4 - pink voucher) for adults. Which is that your glasses were broken as a result of disability or illness - ie you had an epileptic fit while you were wearing them. And even then you have to get approval from your local NHS trust. :(.

If your child is under 16 however they could break their glasses every day of the week and the opticians can use the voucher. It covers basic lenses only and NHS frames only. So if you paid extra for your child's glasses you'd have to pay that again.

I would definitely go back and complain! If they can't get your frame in stock could they not maybe give you a discount on another pair? I'm that they really can't get them in stock.

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