What would you do? The vexed issue of the wife's glasses ...

[spikey]

My Lady Wife has worn glasses for most of her life.  Two years or so ago, she got herself some new varifocals, and for the first time a correction called "prism" was added to the prescription.  Those glasses came from Optician A, and proved to be perfectly satisfactory until in March she noticed a change in her distance vision, so off trots she to Optician B.  Optician B is, like Optician A,part of a large national chain.

 

The outcome of this visit was new glasses to a new prescription, and almost exactly £700 on the credit card in March.  Two points of interest here are that there is no "prism" in the new prescription, and that to us, £700 is a great deal of money. 

 

Within a few days it became apparent that there were issues with the new lenses, particularly with her distance vision.  Off she goes back to the shop, has another eye test, and learns that something or other had not been measured exactly enough, so they will try again with new lenses.  Which they do, but alas there is only a marginal improvement.  

 

She then has another test (which makes it three different optometrists), at which she is told that perhaps the issues is not so much the lenses but her eyes, in the sense that left eye, right eye and brain are not playing together exactly as they should.  If so, "prism" may or may not solve the problem, but either way she needs to be seen by a specialist.  Optician B then writes to our GP requesting a referral to an orthoptist.  That was in March.  Today we learn that the earliest available appointment with this specialist is in the second half of November.  

 

So, as of today we have £700 tied up in two pairs of glasses which are no use because they are no improvement on those supplied by Optician A late in 2019, and it seems that Optician B's position is that they can't advance the situation until she's seen the specialist and they've changed the lenses again to whatever prescription he/she issues.  That will take us to December, by which time Optician B will have been sitting on our £700 for 9 months.

 

We are not happy.  How would you feel in this situation, and where would you go from here?

Edited June 15, 2022 by spikey
typo

[woodenhead]

It sounds par for the course with Opticians - but surely she has the right to a full refund by returning the glasses and then making a new purchase when the specialist has seen her.

 

Mrs Woodenhead has a long term issue and it means that every eye test she has is compromised in some way making it almost impossible to get a prescription that will be the same the next day.  She has had plenty of changes and refunds along the way.

[The White Rabbit]

I use an independent because of the nature of chains and what I've found them doing in the past. 

 

Thoughts:

 

9 minutes ago, spikey said:

Off she goes back to the shop, has another eye test, and learns that something or other had not been measured exactly enough, so they will try again with new lenses. 

 

I didn't like the sound of that. Maybe it's the way you describe it but it suggests someone has not done their job properly. 

 

If you need the £, then I'd push for an earlier refund, though playing devil's advocate, I wonder whether if you did, would inflation make the price of new glasses in November/December noticeably more? 

 

If it was a credit card (rather than a figure of speech) then that usually gives you more options re refunds. 

 

Any chance you can go private to see a specialist? I know it's more money but your wife might get a working solution and better life much faster. 

 

I'd try and get as much as possible in writing in case you have to make a complaint or consult someone else. 

[spikey]

4 minutes ago, The White Rabbit said:

... Any chance you can go private to see a specialist? ...

 

None whatsoever.

[kevinlms]

A former work colleague of mine was telling me about his mothers new glasses. After a couple of days, she complained that they were useless, so they went back, only to be told after retesting that there was nothing wrong with them and it might take a week or two to 'get used to them'.

 

A couple of weeks later and no improvement, so tested again - nothing wrong. And Again.

 

They ended up getting a 2nd opinion, with the result of 'who sold you these then?'. The first mob had put the lenses in, mixing up left and right. That in itself is bad enough, but multiple retesting and not picking up he mistake?

So she ended up getting a pair from the 2nd place and no problems.

[chris p bacon]

A friends son qualified as an optometrist and worked for 2 of the large chains over 8-10 years. After becoming completely dissatisfied with how they operate he moved to a private practice and said he’d never recommend the chains. 
 

in Lady Spikeys case she has been Misprescribed (?) and given glasses that are not fit for purpose. I would return them and ask for a refund then seek another test with an independent optician explaining what has happened, she may not need the orthoptist appointment in Nov. 

[Oldddudders]

Here in France the optometrist and the glasses purveyor are separated. I have had a UK prescription made up satisfactorily here.

 

In more recent years I have adopted Sherry's family practice optician in Torquay. Seth Efrican Linda is extremely thorough, and the photos she then takes of my eyes are then examined and explained on screen. Three years ago she said the change on my previous prescription was so marginal she could not in all conscience sell me new specs. Thankyou.

 

Last October she prescribed new specs, and I opted for a frameless design, which makes the lenses more expensive. Even so my varifocals cost just over £500, not the £700 quoted above. 

 

Yes, we are good customers - Sherry has glasses and a regular supply of contact lenses, and if there is a change in her prescription any unopened boxes of lenses are credited in full. It may also help that when Linda was widowed a couple of years ago, Sherry sent a consoling plant which still flourishes in the shop. Your optician is like your doctor or your dentist - you benefit from an ongoing atmosphere of trust. 

[spikey]

3 minutes ago, Balgrayhill said:

... To sum up, claim a refund through your credit card company and book a test at an independent ...

 

At present I seem to have no grounds for a Section 75 claim.  The issue boils down to the timescale, and time was not expressly of the essence in the contract.  I guess that just as it could be argued that 9 months to get a couple of pairs of glasses is not at all reasonable, so too could it be said that in view of the alleged necessity to see this specialist chappie, the timescale is out of the optician's control.  Dunno.  I see a can of worms there.

 

Ref going to an independent, alas that's out simply on the grounds of cost.  We are not at all well off here ...

[Michael Hodgson]

I must say I'm appalled to read this thread.  I've never had any trouble with my own specs and whilst the are useless individuals in every trade, I'm surprised to read of a series of problems involving different people.  Hearing aids on the other hand seem to be something of a black art.  Optically correct glasses are essential if your good lady happens to be a driver, so a long delay in resolving this is particularly unacceptable for the safety of your family and of other roads users.

[melmerby]

We always go to Specsavers, both have varifocals and my prescription although changing slightly each time was "Not considered sufficient to require new glasses" the last two tests.

Mrs M does have problems with her eyes which are now constantly changing and they are less easy to prescribe for but we have always had good service from Specsavers, only recommending new glasses when really required.

 

BTW we both get free tests on the NHS courtesy of being old scrotes!

[chris p bacon]

1 hour ago, spikey said:

Ref going to an independent, alas that's out simply on the grounds of cost.  We are not at all well off here ...

 

I'd say that £700 for a pair of glasses is at the top end of the scale and you couldn't spend more than that anywhere. 

 

My partners son has a condition that means he has some very complicated lenses and has been told several times that they are the most expensive to produce. His last prescription  6 weeks ago was £600.

I am longsighted and my own glasses were £300 inc test from an independent. The labourer that works for me is also longsighted to a similar degree and went to Specsavers, his test and glasses (which are very similar) was £380 inc test. After several discussions over lunch (eating sandwiches while sitting on a milk crate) he popped into the independent that I use with his prescription, found identical frames to his and was told the charge would be £290. 

 

2 hours ago, spikey said:

I guess that just as it could be argued that 9 months to get a couple of pairs of glasses is not at all reasonable, so too could it be said that in view of the alleged necessity to see this specialist chappie, the timescale is out of the optician's control.

 I see it very differently. The optician (who is the professional) gave Lady Spikey an eyesight test and recommended a new prescription. It now turns out that he did not test her sufficiently to find that she has an issue that he is unable to test or prescribe and is seeking a second opinion from someone more qualified. He has therefore prescribed an incorrect lens which she is unable to use now and will be unable to use in the future, as no matter what the specialist says she can't see with them.

As the law states "they are unfit for purpose' they should be returned and a refund issued. The only can of worms will be one the chain opens to default on their responsibility.

Whatever you do, put it in writing. 

[SamThomas]

Opticians do vary - a friend of mine recently had an eye test for his vocational licence renewal.

 

Optician A (national chain) passed him (but only just) for distance. This optician said that despite him thinking reading glasses would benefit him said he did not need them & issued a prescription for distance glasses.

Optician B (local independant) passed him (only just) for distance but agreed he would benefit having reading glasses. This optician issued prescriptions for both distance & reading glassed which were supplied.

Both opticians test results sent to DVLA who subsequently sent him for an eye test at their approved opticians.

Optician C failed him (but only just) & DVLA pulled his vocational licence.

 

Now, he queried the test results with Opticians A, B & C & asked for copies of the calibration certerficates & the optomiterists qualifications.

A & B have complied, C are dragging their feet - read into this what you may but in the meantime my friend is unemployed. He agrees his eyesight is not what it was & is looking into laser/lens replacement. He has been for a consultation (Optician D) & during their tests he was "just in" but of course after treatment he will have no issues. Optician D asked his GP for agreement to go-ahead & part of that process was yet another eye test (they have their own eye clinic) so that was optician E & again he was just in.

 

Looks like an interesting case will ensue.

 

 

[spikey]

15 hours ago, chris p bacon said:

... I see it very differently. The optician (who is the professional) gave Lady Spikey an eyesight test and recommended a new prescription. It now turns out that he did not test her sufficiently to find that she has an issue that he is unable to test or prescribe and is seeking a second opinion from someone more qualified. He has therefore prescribed an incorrect lens which she is unable to use now and will be unable to use in the future, as no matter what the specialist says she can't see with them.

As the law states "they are unfit for purpose' they should be returned and a refund issued. The only can of worms will be one the chain opens to default on their responsibility.

 

I am very much obliged to you for that.  We couldn't see the wood for the trees.

 

Thank you.

[chris p bacon]

2 hours ago, spikey said:

 

I am very much obliged to you for that.  We couldn't see the wood for the trees.

 

Thank you.

I hope Lady Spikey gets a better outcome through either the specialist or another test. 
I never took much notice of glasses until I needed them, and was then amazed at the cost ! 

[spikey]

3 hours ago, chris p bacon said:

 ... the cost ! 

 

I omitted to point out that the £700 is for two pairs of thin varifocals, one being heavily tinted.

[JJGraphics]

That still sounds like a staggering sum of money for two pairs of glasses to me, but perhaps I'm just used to what that optician "you should have gone to" charge me for three pairs of glasses, one for reading, one for computer work and one for driving.

John