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Be VERY careful when buying glasses online - My Experience.

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Beware when buying Glasses online -------------------------------- I recently decided to purchase some specs for the OH and found a company that offered reasonable prices for some good looking …
rizla01 Avatar
7y, 9m agoPosted 7 years, 9 months ago
Beware when buying Glasses online

--------------------------------

I recently decided to purchase some specs for the OH and found a company that offered reasonable prices for some good looking frames.


Namely http://www.glassesshop.com/

Unfortunately we made a mistake in the prescription when ordering so that when they arrived, they were of little use, so we contacted the Customer Service Dept of the site from which we made the purchase to get them changed. Since it was entirely our fault, there was no problem in paying for the second pair in full. ($44.80)

Because the frames were not quite as nice as we thought we decided to order a different frame design with the replacements and agreed to the extra $1 (?) that they would cost us.

When the new specs arrived I was surprised to find that they had sent us the SAME frames as the original order. Not best pleased I contacted the Company immediately and this is a transcript of what follows.

Read on then ask yourselves.


Were we treated fairly?
Would you ever use this Company?
What do you think this Company should have done?


-----------------

Thu, 28/5/09,


Dear Sirs,

Today I recieved the Glasses order from you Order No. 211001.

The first pair I ordered were made incorrectly as I gave you the wrong measurements and I then paid for a second pair but asked for the Demi glasses with purple frames which you confirmed you would supply.

The glasses that you sent to me are the same as the original order i.e. Linda,
It is the Demi frames that we want NOT the Linda.

Can you please advise?

Kind regards,


---------------------------

Date: Friday, 5 June, 2009, 2:42 AM
hi,
We are so sorry for the mistake. We have double checked the record and found that it is our fault to use the wrong frame. Wewould like torefund the price difference ($44.8)to you if you canaccept theredone glasses with frame linda.Please tell us your decision.

best regards,


----------------------
Fri, 5/6/09

Hi,

I have considered the situation.

What I will do is accept your generous offer of a refund so thank you.

I will probably order the other frame from you next year when I replace these ones.

Thank you for your service,

---------------------------------

Date: Saturday, 6 June, 2009, 1:47 AM
hi,
Thank you for the reply. We have checked the record and found that $44.8 is the price for the lens and the shipping fee. The price difference between frame (demi) and linda is $1, so we did not charge you last time. Now, we will refund you $15 for our mistake which we did not change the frame. We will appreciate your understanding.

best regards,


--------------------


Sat, 6/6/09

Dear Sirs,

As ths was your mistake, I hope that I understand correctly and that you will be refunding the full $44.80 charged to my card.

You made some mention of $15 and $1 which I do not understand.

I made a mistake and it cost me $44 You made a mistake and it cost you the same. Surely that is fair?

Yours sincerely,


-----------------------------------

Hi
We are sorry we sent you the wrong frame! We told you earlier we should refund you $44.8,but there 's not true.
This $44.8 is charged for shipping and lens not for the price difference between two different frames.We remade lenses and shipped your order, so we shouldn't refund this $44.8!
Considering we making a mistake,We would like to compensate you by providing the second frame for free.So we refunded you $15 earlier.
We are so sorry for the trouble we may cause you and thank you so much for your understanding!
Regards

--------------------

Understandably this angered me somewhat, hence my reply.


Hi,

Thank you for your Email.

I am a new customer to glassesshop.com and if this is an example of how you treat your customers then I am not impressed.

I ordered a pair of glasses from your Company and selected a certain type of frame, and paid for them in full. I made an error in the prescription and then placed a second order with the correct prescription. I have paid your Company TWICE already because of an error on my behalf.

Then YOU sent me the wrong frames. This mistake is entirely yours.

In all of my experience of purchasing online, any other Company would have refunded the full amount in compensation for all of the trouble caused by your Company making such a mistake.

You, at first offered me a full refund of payments made which I was happy to accept but then you changed your mind and are now suggesting that I should be happy to accept a mere $15 by way of compensation.


Quote:
"hi,

Quote:

We are so sorry for the mistake. We have double checked the record and found that it is our fault to use the wrong frame. We would like to refund the price difference ($44.8)to you if you can accept the redone glasses with frame linda. Please tell us your decision.
best regards,"



Why did you offer a full refund?

Is your Company competent to run a business?

You are in breach of contract and therefore I will expect you to honour the original contract and supply me with the frames that I ordered originally.

Since the error is yours and in line with the 'Distance Selling Regulations', I will be happy to return the glasses sent in error, if you would care to send me a return envelope including return postage, paid for, by yourselves.

I will await your response, before I post details of my experience with your Company on various Forums in the UK, including Moneysavingsexpert.com and Hotdealsuk.com, where people look for advice on making such purchases, as I think that it is only fair that anyone considering ordering glasses from the Internet are made aware of how they are likely to be treated when making a purchase.

I await your reply,

Kind regards,

---------------------


Despite what they have said, to date they have not refunded ANYTHING into my Paypal account and I will keep you updated as to any further response from this Company should they choose to respond or regarding any repayment which may or may not be forthcoming.

Also, and to be fair I shall be sending the Company in question, a link to this post so that they may reply in person.
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rizla01 Avatar
7y, 9m agoPosted 7 years, 9 months ago
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(18) Jump to unreadPost a comment
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#1
I thought this was going to be a joke at the end!!
I think they should refund you the cost of the glasses, and let you keep them, as a goodwill gesture. Or, they should re-make the glasses with the correct frame, and bear all costs incurred in doing so, themselves.
Unfortunately, if they are overseas it may be difficult to pursue this. Although, you mentioned Paypal at the end - why not open a dispute and get your money back that way?
#2
shibi din;5443060
Although, you mentioned Paypal at the end - why not open a dispute and get your money back that way?

Agreed open a paypal dispute for SNAD, or even INR as you didnt receive the item you ordered - if it didnt arrive via a signed for service.
#3
'Distance Selling Regulations' won't apply to New York based companies.

Open a Paypal dispute is the best option.
#4
Wewould like torefund the price difference ($44.8)to you if you canaccept theredone glasses with frame linda.Please tell us your decision.


It is hard to understand but I think they offered you either a full refund (and you send the spectacles back) or a refund for the price difference between the two frames with an apology. When you replied I think they assumed you wanted to keep the incorrect pair they sent so said the price difference they will refund is $1 but offered a further $15 as an apology.

I think you incorrectly assumed that they would refund you the full difference, I think they are saying they will do this if you want, but because your email said you will keep them and buy more later... They just assumed you want the price difference and not a full refund.

Epic fail of language more than dodgy business practice.

So basically they will give you $44.8 if you send the frames back, or $16 if you keep the incorrect ones (the ones they made incorrectly).
#5
PhearFactor;5443263
It is hard to understand but I think they offered you either a full refund (and you send the spectacles back) or a refund for the price difference between the two frames with an apology. When you replied I think they assumed you wanted to keep the incorrect pair they sent so said the price difference they will refund is $1 but offered a further $15 as an apology.

I think you incorrectly assumed that they would refund you the full difference, I think they are saying they will do this if you want, but because your email said you will keep them and buy more later... They just assumed you want the price difference and not a full refund.

Epic fail of language more than dodgy business practice.

So basically they will give you $44.8 if you send the frames back, or $16 if you keep the incorrect ones (the ones they made incorrectly).

Sorry to disagree but I think this is clear.

We would like torefund the price difference ($44.8)to you if you can accept there done glasses with frame linda. Please tell us your decision.
#6
You paid 44.8 for the specs correct?

"We told you earlier we should refund you $44.8,but there 's not true"
They said this because the line you quoted they made the mistake on, they meant to say:
"We would like torefund the price difference ($1)to you if you can accept there done glasses with frame linda. Please tell us your decision."

Because they made this mistake and confused you, they offered a further $15 as compensation for that confusion and the fact they made the glasses with the wrong frame.
#7
I think you are in the wrong, expecting a refund of the full amount AND keeping the glasses. Despite what you say, NO other company on the internet will do that.

You don't have rights under DSR for two reasons, 1. They are not a British company, and 2. They were made to order, so exempt anyway.
#8
peodude
I think you are in the wrong, expecting a refund of the full amount AND keeping the glasses.


All though they wrote it that way, on another email reply they said they made a mistake stating this amount. They never had any intention to give the glasses away for free, they are offering a full refund or a partial refund. I can understand the confusion, took me a while to understand it myself lol
1 Like #9
To be fair, I think there's a lack of clarity in the communication. Why write


Dear Sirs,

Today I recieved the Glasses order from you Order No. 211001.

The first pair I ordered were made incorrectly as I gave you the wrong measurements and I then paid for a second pair but asked for the Demi glasses with purple frames which you confirmed you would supply.

The glasses that you sent to me are the same as the original order i.e. Linda,
It is the Demi frames that we want NOT the Linda.

Can you please advise?

Kind regards,


when


Dear Sirs,

I've just received Order No. 211001. Unfortunately, you have sent the wrong goods - I ordered Demi frames, you have sent me Linda frames. Since I don't like the Linda frames, I would like to have these replaced with glasses with Demi frames, as I had originally ordered. What is the procedure for returns?



Kind regards,


Not a great example of a re-write, but the basics are there. All you need is:

1) What's wrong
2) What you'd like done
3) How it can be done

You don't need to add anything more than that. Including info about previous orders which isn't really relevant ("hi, I bought some glasses wrongly, aren't I silly, etc") only confuses matters. Remember, when you're talking to cust support, you're often talking to people whose first language isn't English. They get confused easily. You need to be as clear and to-the-point as possible with them.

I think the next step with the emails is to declare a little year zero. Write something like,

"Hi,

Sorry, I don't think I've been clear enough with this, and I think we're both getting confused.

The issue is, ordered blah, got blah
I would like to return the blah frames and get the blah frames

I do not require a refund, I only want to return these glasses, and for you to send new glasses to me, this time wih the correct blah frames.

Yours,
"

And hopefully, things will be easier from there.
#10
dxx;5443522
To be fair, I think there's a lack of clarity in the communication. Why write



when



Not a great example of a re-write, but the basics are there. All you need is:

1) What's wrong
2) What you'd like done
3) How it can be done

You don't need to add anything more than that. Including info about previous orders which isn't really relevant ("hi, I bought some glasses wrongly, aren't I silly, etc") only confuses matters. Remember, when you're talking to cust support, you're often talking to people whose first language isn't English. They get confused easily. You need to be as clear and to-the-point as possible with them.

I think the next step with the emails is to declare a little year zero. Write something like,

"Hi,

Sorry, I don't think I've been clear enough with this, and I think we're both getting confused.

The issue is, ordered blah, got blah
I would like to return the blah frames and get the blah frames

I do not require a refund, I only want to return these glasses, and for you to send new glasses to me, this time wih the correct blah frames.

Yours,
"

And hopefully, things will be easier from there.


Excellent advice well written and concise, going to refer to this in the future!
#11
In relation to the above posts, I have to say that the communication involved in these emails is shocking, especially from the company itself!

if you canaccept theredone glasses with frame linda.

And so on. Was fairly difficult to read, even after taking into account the return key. Just my opinion of course... Good luck.
#12
I wouldnt order from any company that wasnt fully coherent with the English language!!
#13
Well DXX, you have certainly earned your bit of kudos, here then.

And I thank you for the literary lesson.

I think that you will find there are a lot of people that are far worse than me (Or should that be 'I'?) at Email replies Etc.

Does that mean that ordering from abroad is exclusively for the more erudite among us - or suffer the consequences?

foxymissroxy;5443997
I wouldnt order from any company that wasnt fully coherent with the English language!!


And how then, would you find out?
#14
rizla01

And how then, would you find out?


well all who work in my local specsavers do a good job!!! :roll:
#15
rizla01
Well DXX, you have certainly earned your bit of kudos, here then.

And I thank you for the literary lesson.

I think that you will find there are a lot of people that are far worse than me (Or should that be 'I'?) at Email replies Etc.

Does that mean that ordering from abroad is exclusively for the more erudite among us - or suffer the consequences?



And how then, would you find out?



There's a difference between an insult and advice. If I'd wanted to insult you, I'd have written it in far fewer words. My point was simply that when you're dealing with people who can't speak English very well, you have to contextualise your own language to fit what they're liable to be able to understand, and whenever you write to customer services, you have to provide only the information that is relevant to the order. I'm not sure why you take that as an insult. Over sensitive, at all?
#16
dxx;5446382
There's a difference between an insult and advice. If I'd wanted to insult you, I'd have written it in far fewer words. My point was simply that when you're dealing with people who can't speak English very well, you have to contextualise your own language to fit what they're liable to be able to understand, and whenever you write to customer services, you have to provide only the information that is relevant to the order. I'm not sure why you take that as an insult. Over sensitive, at all?

Whooooaah DXX!
No insult taken?

And I THANKED you I believe.

Read my post again BEFORE sucking on a lemon.
#17
rizla01
Whooooaah DXX!
No insult taken?

And I THANKED you I believe.

Read my post again BEFORE sucking on a lemon.


Hm, perhaps I assumed sarcasm wrongly. Fair play.

Shall we blame the heat and call it cool?
#18
Perhaps I should have made it a little clearer but in actual fact I appeared to be dealing with two different responders to my Email which is the reason why, as well as being foreign, I felt the need to spell it out as I did.

I believe that a helpful assistant made the original offer and then the boss noticed and pulled the plug sharpish.

Notwithstanding, I was still made the offer.

Regardsless, they have refused to replace them or make any payment by way of compensation. Not even refunded the $1.

I posted this on here and sent them a link to it so that they could respond and for this tio act as a warning to anyone considering using this Company.

Hopefullly I have cost them more than they have, me.:)

It was their choice not to repay me or to come on here and explain themselves.

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