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.
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?
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?
Date: Friday, 5 June, 2009, 2:42 AM
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.
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
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.
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?
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!
Understandably this angered me somewhat, hence my reply.
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.
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.
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,
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.