Specsavers and damaged glasses

[wondabar]

I paid over £300 for some glasses with thinned anti glaring lenses just over two years' ago. I hardly ever wear them but I can't see anything out of the lenses as they have gone all cobwebby inside the lenses. I have tried cleaning them but they don't get any better. I went to Specsavers today to see what could be done and at first the lady was extremely helpful saying they would change them. She then phoned half an hour later to say they were out of guarantee so I'd have to pay for a new pair. The website seems to imply that there is a lifetime guarantee on the glasses but clearly this is not the case. AIBU in thinking that Specsavers could have been more helpful and tried to help as the glasses shouldn't deteriorate to such an extent. 

The website says:

"The free lifetime servicing does not include fixing or replacing broken, cracked or scratched lenses, frames or sides as they constitute damage - which require repair rather than servicing."

I am guessing they see it as falling into this category. Have you tried asking them on what grounds they are excluded, as from what you say they are not actually broken, cracked or scratched - you could mention trading standards if their 'guarantee' is misleading.

Ask them to check the anti glare coating. I had exactly the same with my glasses which I got just over 2 years ago. They didn't quibble and just fixed the coating. I had the feeling I wasn't the first person to do this - the glasses were only a few months old at the time..

If the lifetime service doesn't cover lenses, frames or sides then what is bloody well left of the glasses to service?????

I agree with PP go back and ask under what criteria they are excluding your glasses.

I expect they'll not play ball so you'll most likely have to pay unfortunately.

I think it's the broken, cracked and scratched that are the specific exclusions - basically anything they can't fix with a screwdriver in the store😃But if they don't cover damaged lens coating, they should say so, as it is misleading.

I've had this - they will ask how you clean them, so they can put the fault on you.

It's servicing, not repairing. The same as sending your car for a service, they're not going to fix a broken windscreen without charging extra for it.

They can tighten screws or replace nose clips, but not repair broken glass.

I think the only thing left is one's ears!

Oh maybe they're excluded too now they do hearing aids!

But my glasses aren't broken - it is the lenses which have gone really odd and blurry. I had started using glasses wipes from Boots recently and the optician said that I shouldn't be using them as they have too much alcohol on them, so yes, part of the blame was put on me. Such bad service and I will be going elsewhere where the customer is actually cared for...