avtur3 wrote:I've had a similar experience with one of (what I had thought was) the most reputable high street chains. I've been wearing varifocals for 20 years, they are an excellent invention. I wear them every waking hour and value them for they negate the need to change glasses for different tasks. For that reason I never skimp on them.
Last time around I was advised that lenses by 'Leica' were the best available and followed advice to choose them. Compared with what I was already wearing they turned out to be dreadful, the transitions in correction were very noticeable, more like wearing bi-focals. They were totally unwearable, I went back a couple of times and was very condescendingly told 'I was not using them correctly', well I seem to have managed the past 20 years without a problem.
The dispute is still ongoing, basically they can have the glasses back in return for me getting my money back, but they don't want to engage in that conversation. They have hidden behind Covid restrictions to limit my ability to return to them, it is total BS, very angry about it.
If you are thinking of going down the legal route it's best to write first (recorded delivery) setting out clearly what the problem is, asking for a refund or replacement, and for a response within 14 days. If they do not respond, or if their response is unsatisfactory, then you need to send a further letter stating that if they do not provide a satisfactory response then you will take legal action. That letter should be headed 'Letter before action' and sent recorded delivery, giving them 14 days to respond.
If they still fail to respond with a satisfactory offer, if you can you should try to go to another optician to obtain a report on the suitability of the glasses to use in evidence.
If they do respond with an offer, then that is likely to be headed 'without prejudice' which means you cannot use it in proceedings to show they admit liability.
Do you have house or car insurance that includes legal cover? Most do and you may find that you can obtain legal advice through that as well as them taking the case on your behalf. Having said that, the small claims process is quite painless and in cases like this the optician may well settle before a hearing (usually on the papers).
I do hope you can resolve the matter without too much hassle.
Best wishes
Mike