Faulty Spectacles - Repair or Refund?

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Adrian Boliston - 20 Mar 2005 22:04 GMT

I have recently purchased some new prescription spectacles and soon after
collecting them noticed that there was "something not right" about them. It
looks like the frame is slightly "squashed" on the left hand eye, and is
21mm from top to bottom (and slighly "creased") compared with 22mm on the
right hand eye.

I took the glasses into the optician today and the lady on duty (it's sunday
so there was no manager on duty) agreed that there was something wrong with
the frame and sort of gave the impression that I would have to accept a
replacement frame but keep the existing lenses.

This might sound OK, but if I accept this then they might send it back to
the lab and "repair" the creased frame when I'd rather get a refund and
start with a fresh order. (The left lens has been cut smaller to fit the
squashed frame so at most they would only be able to "salvage" the right
lens).

I just want to be sure of my legal right to "reject" the faulty goods and
request a refund, just in case the manager (who I will tackle tomorrow)
tries to fob me off with the "offer" of a new frame but salvaged
lens/lenses.

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Dr Judy - 20 Mar 2005 22:54 GMT

>I have recently purchased some new prescription spectacles and soon after
>collecting them noticed that there was "something not right" about them.
[quoted text clipped - 17 lines]
> tries to fob me off with the "offer" of a new frame but salvaged
> lens/lenses.

If the glasses were originally made with one lens too small vertically or
too wide horizontally, the frame may have been bent to fit the lens. They
likely should do the whole job again.

There is no need to "tackle" the manager, be polite but insist that the job
be done correctly.

Dr Judy

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Mark A - 20 Mar 2005 23:33 GMT

> I have recently purchased some new prescription spectacles and soon after
> collecting them noticed that there was "something not right" about them. It
[quoted text clipped - 17 lines]
> tries to fob me off with the "offer" of a new frame but salvaged
> lens/lenses.

Most places will do a remake if it is not right. Some will argue with you.
Some places offer an unconditional money back guarantee for 30 days. You
didn't say what the name of the optical shop was, but it was a chain, it
would to post that information.

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MAS - 21 Mar 2005 22:20 GMT

> > I have recently purchased some new prescription spectacles and soon after
> > collecting them noticed that there was "something not right" about them.
[quoted text clipped - 25 lines]
> didn't say what the name of the optical shop was, but it was a chain, it
> would to post that information.

I just can't see it!

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Cynic - 21 Mar 2005 20:52 GMT

>This might sound OK, but if I accept this then they might send it back to
>the lab and "repair" the creased frame when I'd rather get a refund and
>start with a fresh order. (The left lens has been cut smaller to fit the
>squashed frame so at most they would only be able to "salvage" the right
>lens).

Most likely the other way around. i.e. the left lens was cut
incorrectly, and someone has squashed the frame to try to fit the
lens.

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Cynic

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