Change of Mind - can I get a refund? - HotUKDeals
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Change of Mind - can I get a refund?

boonkoh Avatar
8y, 5m agoPosted 8 years, 5 months ago
Hi all,

I need some help from some Hotukdeal pros about this issue.

Basically I went to get contacts fitted at D&A, paid for the fitting trial (£27), and everything went smoothly till we sat down to work out a purchase plan. I decided I wanted to buy the next 3 months in bulk, for which I was quoted £130 in total. At that time I trusted the optician, and she said it was a fair deal, so I took it. This was yesterday.

Later last night, I went home to check, and to my shock found that Asda and Sainsburys were selling exactly the same brand and type of contacts for around £45 for 3 months worth! Of course I was very shocked to find that I am being overcharged 3 times.

Today I went back to D&A, and enquired about it, and was told that that was their price, and it was high because it included free service (e.g. if my eyes feel irritated I can go back). I told them that I do not believe that service costs an extra £90 for 3 months, and that I would be travelling most of the summer so won't need their services.

At which point the optician refused to give a refund. Now I know by law refunds are not given just because of change of mind, but I haven't even received my contacts yet (it takes 3 working days to arrive), so does that change anything? Also she said that they needed to be "specially made" when I know for a fact that mine is not customized (its a standard prescription,axis,cyl,etc from Johnson & Johnson).

What are my options here?
boonkoh Avatar
8y, 5m agoPosted 8 years, 5 months ago
Options

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(19) Jump to unreadPost a comment
Comments/page:
#1
you cannot ask for a refund just because you found them cheaper elsewhere - i can assume d & a dont have a price promise!!

in your position i would contact the head office (even though d & a are franchises they still have one and make an excuse that due to first time having contacts and the fact you are going travelling - you have been advised not to - etc b/s i know but..... if they are not having any of that go on to say you were pressurised into buying the monthly / yearly ....


hope you get refund - and stop any direct debit you may have set up
#2
If you have a cyl and axis on your contact lens then its is not quite a standard lens as they are specially made for you prescription as an axis starts at 1 to 180. Also the price that you've seen elsewhere does that include solutions if any? What lens are they and whats your CONTACT LENS prescription?
Also what ever you do DONT open the boxes until you decide that you are keeping them and not getting a refund as they wont take them back if box is open even if all the lens are there.
#3
The role of the Customer Care Department is to act on behalf of the customer to help resolve any issues as quickly as possible and to the satisfaction of all concerned. The Customer Care Department can be contacted via:

By Phone: 0121 697 2434

By Email: [email protected]">[email protected]

Say to them also about not recommended them getting friends to cancel there contact lens not using them again May also be worth going to another opticans on high street like Vision express and get a quote on how much the contact len scheme woud be with them as they too do a contact scheme where aftercare and yearly sight test and money off specs in also included on a monthly scheme. Good luck
Oh and i'd also mention /find out cause I think vision express are doing a fee trial too
#4
usually if you buy contact lenses from an opticians you get the aftercare included anyway
#5
umanga
usually if you buy contact lenses from an opticians you get the aftercare included anyway


I work in one and no there is a charge for aftercare services if not joined up on a scheme in store think its because so many on line deals so cant prove the lens that bought in store are the same ones your coming back to get checked Could be different in other stores but as far as im aware no
#6
dmtuk
I work in one and no there is a charge for aftercare services if not joined up on a scheme in store think its because so many on line deals so cant prove the lens that bought in store are the same ones your coming back to get checked Could be different in other stores but as far as im aware no


guess i didn't read the post properly then cos i thought the OP was signing up for a scheme lol :oops:
#7
and it was high because it included free service

if its a free service then why are they charging you extra!
#8
cancel ur DD.....
#9
Hi, thanks for all the replies!! They have been helpful.

To to clarify I did not sign up for a direct debit program, just bought 3 months worth of contacts in one go for £130. So I could really just take this as a massive loss, and then go somewhere else. Am I allowed to ask for a copy of my contact lens prescription?

Secondly, I know the axis and cyl are unique for everyone, but surely in their warehouse they just have all the possible combinations stocked up? Is it not like a shirt retailer who has 14.5" to 18" collars, and then shorter sleeve + longer sleeve, and a whole range of colors?

The store has said that they will see what head office tells them regarding this situation and get back to me, so I guess I just have to wait to see what they say.
#10
keep bugging them and yes you can have a copy of your contact lens prescription as long as you have had your 1st check up which you should have had after the trail or it will be on the box/lens packets that they gave you before.
What lens have you bought as £130 really does seem ALOT and I hope it includes solutions?


Dont just trust what they "say" head office said ask for a name of the person they spoke to at head office/customer services cause most of the time in the opticans I work at our head office always seem to favour the customer. Dont be fobbed off
#11
dmtuk thanks for the reply.

I have had my first checkup (as I was asked to wear the trial pair of contacts for a few days, and came back for a checkup).

The contacts I bought were Acuvue Advance for Astigmatism (two-weekly ones). I paid separately for the solution (but the price I was charged for those are somewhat reasonable, so not complaining about that).

It just irks me that something from Sainsbury's opticians (although not a "real" optician but nevertheless the contacts will be same) can cost only £45, yet the same product from a high street D&A can cost £130! Even if free checkups and servicing and free replacement contacts if they break is included, thats essentially paying £85 for "insurance" in case something goes wrong.

It reminds me of Ryanair, when I booked 1p tickets, and travel insurance came up to £8!
#12
At that time I trusted the optician, and she said it was a fair deal, so I took it.

Man up and just don't return to them after 3 months. Expensive lesson but at least you will know in the future.
#13
im sorry but I really think that D and A have wrongly charged you seriously I'd call them or another store and just inquire how much the lens would be and see what they say.

How many lens are you getting for £130?
#14
dmtuk
im sorry but I really think that D and A have wrongly charged you seriously I'd call them or another store and just inquire how much the lens would be and see what they say.

How many lens are you getting for £130?


I'm getting 6 pairs of Acuvue Advance for Astigmatism... the 14-day kind.

It is an expensive lesson learnt, but safe to say I am never going back to D&A again!
banned#15
didnt read any post in this thread but no
#16
Should have gone to Specsavers.... No really....
#17
I really would check what Vision express does for the same lens as they MAY price match AND I would call another store and ask the cost as they MAY have overcharged you we had a problem the other day where someone had been paying the wrong amount (too much) we noticed and she is getting a nice refund!! Check it out it may be worth a phone call.. espically as they are saying its a FREE aftercare service which its clearly not!

I will try and find out tom what we charge and let you know BTW which D&A was it so we can all avoid.!!
Also may sure you use the replacement lens thing they say you have (even if you havent lost/damaged any lens get some money back that way!)

oh and another thing check your receipt cause it may say something about a 30 day refund policy on it then they havent a leg to stand on!!
#18
It was the D&A on High Street Kensington in London. I will be going tomorrow to sort everything out (as they've called me to say my contacts have arrived, and to discuss the issue). I will definitely be getting the copy of my prescription and going to another opticians!!
#19
I have good news!

When I went back to the branch today, the branch manager told me that she had discussed with headquarters, and they were willing to price match-ish with Sainsbury's online, which was the cheapest price available on the net.

So I ended up paying only £50 for 3 months worth of lenses (which cost ~£45 online, so quite a good deal considering I'm getting on a high street optician)!!

Its interesting that D&A have this price match policy, as I think its not officially stated anywhere, but I guess it never hurts to ask and complain a bit :thumbsup:

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