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Forum Thread

Glasses Lenses Starting to Delaminate - Lab Refusing to Replace Them. What do?

15,176 2,874 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?

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Joined Feb 2007
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> bubble2 7,353 Posts
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boltman2007
10-06-2014 at 09:54 AM.
10-06-2014 at 09:54 AM.
Quote from Kolto :
all this talk makes me want to find a nice cheap glasses as a backup.
cause i'm realizing the titanium raybans i got from lenscrafters dont' seem to be pure titanium. Getting allergic reaction to them.

There is no "pure" Titanium in temples because they require flexibility


Titanium alloys are categorized as either alpha (α) alloys, beta (ß) alloys, or alpha+beta (α+ß) alloys.


Beta is more flexible and is classified by the alloys used and the temperature used to process it.

Alloys used in Alpha - tin and/or aluminum

Alloys used in Beta - vanadium, molybdenum, chromium and/or copper.
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Last edited by boltman2007 October 6, 2014 at 09:57 AM.
Joined Jul 2009
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> bubble2 15,176 Posts
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Original Poster
PaintTheSkyGrey
10-06-2014 at 09:57 AM.
10-06-2014 at 09:57 AM.
Quote from Kolto :
all this talk makes me want to find a nice cheap glasses as a backup.
cause i'm realizing the titanium raybans i got from lenscrafters dont' seem to be pure titanium. Getting allergic reaction to them.
I have some Warby Parker trial frames coming to me. Maybe check them out. Exploring the pricing options, it looks like it'd be $125 out the door for high-index lenses with AR and scratch coatings.

~$50 more if you went with their titanium frames as opposed to their plasticy ones.
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Joined Aug 2003
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> bubble2 4,298 Posts
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fsyowad
10-06-2014 at 10:58 AM.
10-06-2014 at 10:58 AM.
Quote from PaintTheSkyGrey :
I have some Warby Parker trial frames coming to me. Maybe check them out. Exploring the pricing options, it looks like it'd be $125 out the door for high-index lenses with AR and scratch coatings.

~$50 more if you went with their titanium frames as opposed to their plasticy ones.
Progressives are $295.00 Ouch!
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Joined Aug 2005
Baldilocks
> bubble2 41,164 Posts
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emelvee
10-06-2014 at 11:07 AM.
10-06-2014 at 11:07 AM.
Quote from fsyowad :
Progressives are $295.00 Ouch!
They should be charged more for ruining this country.

Popcorn
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Joined Feb 2007
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> bubble2 7,353 Posts
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boltman2007
10-06-2014 at 11:13 AM.
10-06-2014 at 11:13 AM.
Quote from fsyowad :
Progressives are $295.00 Ouch!
Thats cheap
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Joined Jan 2011
Bacon makes it better
> bubble2 4,670 Posts
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AstroInactive
10-06-2014 at 11:15 AM.
10-06-2014 at 11:15 AM.
Quote from emelvee :
They should be charged more for ruining this country.

Popcorn
Absolutely, those Flo commercials are the worst...
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Joined Feb 2005
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> bubble2 3,664 Posts
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lemontart
10-06-2014 at 06:39 PM.
10-06-2014 at 06:39 PM.
I had no idea there were so many eyeglass experts here.
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Joined Jul 2009
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> bubble2 15,176 Posts
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Original Poster
PaintTheSkyGrey
10-10-2014 at 12:48 PM.
10-10-2014 at 12:48 PM.
Quote from cupcake42 :
I wish I could see them. Frown
Quote from fsyowad :
Can the op post a picture of the defect?
I washed my glasses today (with hand soap) and noticed that the delamination was clearly visible afterwards, so I quickly took a picture before they dried. You can also see the "bubbling" I referred to earlier in the thread (the straight line that looks like water is actually the surface of the film or whatever it is bubbling up).

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fsyowad
10-10-2014 at 03:08 PM.
10-10-2014 at 03:08 PM.
Quote from PaintTheSkyGrey :
I washed my glasses today (with hand soap) and noticed that the delamination was clearly visible afterwards, so I quickly took a picture before they dried. You can also see the "bubbling" I referred to earlier in the thread (the straight line that looks like water is actually the surface of the film or whatever it is bubbling up).

Attachment 2944180

Attachment 2944182
I have never seen that before, and I used to permanently keep my sunglasses in my car. My car is like an oven in the summer here in Florida.
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Joined Jan 2009
I’m evil.....
> bubble2 12,738 Posts
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cupcake42
10-10-2014 at 06:46 PM.
10-10-2014 at 06:46 PM.
Yes, Very strange. I also have never seen that before.
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> bubble2 15,176 Posts
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PaintTheSkyGrey
10-10-2014 at 07:09 PM.
10-10-2014 at 07:09 PM.
Quote from cupcake42 :
Yes, Very strange. I also have never seen that before.
Iagree
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The Mistress of All Evil!
> bubble2 22,510 Posts
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Maleficent
10-10-2014 at 08:10 PM.
10-10-2014 at 08:10 PM.
Goddamn, I can't believe you guys are still talking about the OP over a hundred posts later!
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fsyowad
10-10-2014 at 08:24 PM.
10-10-2014 at 08:24 PM.
Quote from Maleficent :
Goddamn, I can't believe you guys are still talking about the OP over a hundred posts later!
I thought you were stick to only drinking half a bottle of wine every night?
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Joined Jan 2007
The Mistress of All Evil!
> bubble2 22,510 Posts
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Maleficent
10-10-2014 at 08:42 PM.
10-10-2014 at 08:42 PM.
Quote from fsyowad :
I thought you were stick to only drinking half a bottle of wine every night?
Since when?
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Joined Jun 2005
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> bubble2 2,845 Posts
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slugbug
10-13-2014 at 11:02 AM.
10-13-2014 at 11:02 AM.
I don't have a good answer for you, but I'm not sure if I would expect a totally FREE replacement after more than a year. I think that perhaps a fair turn of events might be a significant discount. Of course, the very first thing to try would be to simply write out a negative paragraph of your experience. Explain that if they don't give you a SIGNIFICANT discount, you'll be posting it to the better business bureau, Angie's List, and several other forums online. Also explain that bad word of mouth advertising is very costly to overcome over time, and that it would be a LOT cheaper for them to simply make you happy and avoid all of that. This route has worked for me about 80% of the time. Some businesses have actually bent over backwards to make me happy after I showed them what I would be posting about them. You have to be willing to follow through, though. If they won't budge, post exactly what you said you would post, then do screen captures and send to the business if they wouldn't at least make some adjustment, as a followup. Sometimes seeing that you followed through will be enough to get them to change their tune.

On the other hand, my son's glasses have only been lasting a few months - he seems to always break them doing something or other. I am actually tempted to get the warranty, and I hate warranties.
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