Joined Jul 2009
Permanently Bland
Forum Thread
Glasses Lenses Starting to Delaminate - Lab Refusing to Replace Them. What do?
October 1, 2014 at
10:55 AM
in
Help
I need some advice on how to handle a situation with customer service from a company.
I bought some glasses in February of last year. The lenses are now starting to delaminate (the back of the lenses appear to almost be separating from the rest of the lens). Considering how much I paid for the lenses because of my prescription (high-index polycarbonate), I strongly feel like they should last more than a year and a half.
However, the lab that made the lenses is stating that they're now out of warranty because it's been over a year, and that the delamination is probably just due to heat. This is what the optician's office says, anyway. The optician wants me to pay for a new set of lenses and get another eye exam since it's been over a year. My position is that in the 15 years I've been wearing glasses, I've never had this happen. It seems to me like a defect in the lenses or the lab process.
I went back to the optician's office after they called me informing me that the lenses wouldn't be free (after I was assured it was going to be a free replacement). I told them that I'm not sure why they would expect me to continue to use their services if the first time I used them, I'm having issues and they refuse to stand behind their products. They told me that they could have the supervisor from the lens lab call me, and that she could explain it to me. I agreed, and they said that I should get a call from them tomorrow morning.
Am I out of line thinking that I should be able to get a replacement at no cost to me? It doesn't seem like something I should be penalized for. What would be the best way to address this with the supervisor?
I bought some glasses in February of last year. The lenses are now starting to delaminate (the back of the lenses appear to almost be separating from the rest of the lens). Considering how much I paid for the lenses because of my prescription (high-index polycarbonate), I strongly feel like they should last more than a year and a half.
However, the lab that made the lenses is stating that they're now out of warranty because it's been over a year, and that the delamination is probably just due to heat. This is what the optician's office says, anyway. The optician wants me to pay for a new set of lenses and get another eye exam since it's been over a year. My position is that in the 15 years I've been wearing glasses, I've never had this happen. It seems to me like a defect in the lenses or the lab process.
I went back to the optician's office after they called me informing me that the lenses wouldn't be free (after I was assured it was going to be a free replacement). I told them that I'm not sure why they would expect me to continue to use their services if the first time I used them, I'm having issues and they refuse to stand behind their products. They told me that they could have the supervisor from the lens lab call me, and that she could explain it to me. I agreed, and they said that I should get a call from them tomorrow morning.
Am I out of line thinking that I should be able to get a replacement at no cost to me? It doesn't seem like something I should be penalized for. What would be the best way to address this with the supervisor?
149 Comments
Your comment cannot be blank.
Sign up for a Slickdeals account to remove this ad.
Dishwashing soap is a bit strong. Hence, auto detailers often will tell you to NOT use dishwashing soap to wash your car.
Dishwashing soap is a bit strong. Hence, auto detailers often will tell you to NOT use dishwashing soap to wash your car.
Poly and high index are different. I think that was already covered.
BTW, I'm sorry that you are having issues.
Sign up for a Slickdeals account to remove this ad.
Poly and high index are different. I think that was already covered.
BTW, I'm sorry that you are having issues.
I get what you're saying, but you'd think that they would stand behind their products, even if they were a whole six months out of the traditional warranty period. The glasses don't even have scratches. Because I pay so much for them and I can't see without them, I baby them. It's just a shitty situation.
I get what you're saying, but you'd think that they would stand behind their products, even if they were a whole six months out of the traditional warranty period. The glasses don't even have scratches. Because I pay so much for them and I can't see without them, I baby them. It's just a shitty situation.
It's a money making business with no real shortage of customers. So providing it's doing good business one less customer isn't going to impact it very much at all.
Don't hate me I'm just replying as if I was answering for the company. I've seen this kinda situations occur over the many years That I have been in the optical business. Doesn't mean that if you push the issue you won't get any compassion. Good luck and let us know what happens.
Often people leave glasses in hot cars (not saying you did that paint) and damage occurs to them and they scream defective lens. When it was how the glasses were treated that caused the damage to the coatings. People always blame it on a lab issue. Most of the time its not. IMHO.
Look into a credit card extened warranty claim.
Every major glasses shop (LensCrafters, Pearle Vision, Oliver Peoples, Sears Optical, Target Optical, Sunglass Hut, Ray-Ban, Oakley, Chanel/Prada/Dolce/etc) is run by the same conglomerate monopoly, Luxottica.
They are a cutthroat business that basically dictates the price of frames, and are the sole reason why we have accepted as a nation that frames/lenses costs are just going to be unreasonable and that's that. You may think that you have choices, but in actuality, you don't.. not to mention Luxottica owns the second-largest vision insurance, EyeMed.
http://www.cbsnews.com/news/stick...10-2012/3/
OP, I highly recommend ditching a traditional shop (particularly THIS traditional shop), and going with Warby Parker, an online glasses shop. I have had nothing but an excellent experience. I showed them to my optometrist upon my last exam/fitting (which, btw, a fitting should not be more than $100, ever), and she couldn't believe they were bought online. My frames only cost $125, and that's with high-index lenses.
Sign up for a Slickdeals account to remove this ad.
Every major glasses shop (LensCrafters, Pearle Vision, Oliver Peoples, Sears Optical, Target Optical, Sunglass Hut, Ray-Ban, Oakley, Chanel/Prada/Dolce/etc) is run by the same conglomerate monopoly, Luxottica.
They are a cutthroat business that basically dictates the price of frames, and are the sole reason why we have accepted as a nation that frames/lenses costs are just going to be unreasonable and that's that. You may think that you have choices, but in actuality, you don't.. not to mention Luxottica owns the second-largest vision insurance, EyeMed.
http://www.cbsnews.com/news/stick...10-2012/3/
OP, I highly recommend ditching a traditional shop (particularly THIS traditional shop), and going with Warby Parker, an online glasses shop. I have had nothing but an excellent experience. I showed them to my optometrist upon my last exam/fitting (which, btw, a fitting should not be more than $100, ever), and she couldn't believe they were bought online. My frames only cost $125, and that's with high-index lenses.