Specsavers Store Refuses to Honour 100% Satisfaction Guarantee within 90 Days

utsc on 14/08/2024 - 22:16
Last edited 15/08/2024 - 10:29 by 1 other user

I was told by two Specs Savers stores in WA that they only honor 100% satisfaction guarantee if the eyes were tested at Specsavers.

I took an OPSM prescription got a pair of glasses at Specs Savers but my vision was not clear. Specs Savers refused to honor their "If you have any concerns within three months of the date of your purchase we will put it right. No worries, no fuss" saying that it did not apply because the script was from OPSM. They even refused to offer a credit to buy a new pair of glass after doing a new eye exam at the store

I don't see a separate or different refund or satisfaction guarantee policy for the stores

100% satisfaction guarantee

Health & Beauty

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Specsavers
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Comments

  • askbargain on 14/08/2024 - 22:22
    +1

    Chargeback

  • Tech5 on 14/08/2024 - 22:26
    +1

    You seem to have a case, but they also don't specify what remedy they need to provide if you are not satisfied. Just that they will "put it right." Which seems like an easy way to weasel out of any responsibilities.

  • ladybird1 on 14/08/2024 - 22:35
    +4

    Any optometrist will be able to check if the lenses they put in your glasses actually match the OPSM prescription. If they made a mistake fulfilling the prescription, I would call that a production fault and require them to replace the lenses.

  • cheesecactus on 14/08/2024 - 22:51

    Bought a pair of glasses from specsavers recently. before purchasing they told me something similar as a warning.

    My prescription was from specsavers, but was over a year or two old.

    I rolled the dice as my prescription hasn't changed in 5+ years

    • try2bhelpful on 15/08/2024 - 09:37

      I thought they do a free eye check?

      • cheesecactus on 15/08/2024 - 16:40

        Yes but I'd have to book an appointment and come back a few days later. Only to be told my prescription hasn't changed.

        Also I usually wait until late December, so I usually don't have any time left to avoid losing my insurance benefits

      • sam-1966 on 16/08/2024 - 19:06
        +1

        Medicare covers the 'free' eye check and I think it may be only every two years?

        I'm absolutely sure I will be corrected if I am wrong…

  • Gervais fanboy on 14/08/2024 - 22:59
    +1

    Call their head office, they’ll at the very least clarify their policy for you.

    • apu on 14/08/2024 - 23:36
      +2

      Agree with this. I think many are franchise stores, so they don't want to cop the risk of losing money.

  • Davo1111 on 14/08/2024 - 23:30

    So was your prescription different when you did the eye exam at Specsavers?

  • jv on 14/08/2024 - 23:53
    +1

    The guarantee only applies if your eyes were tested at Specsavers.

    • utsc on 15/08/2024 - 13:39

      Where is that written that "The guarantee only applies if your eyes were tested at Specsavers."

      100% satisfaction guarantee
      We want you to be completely happy with your purchase at Specsavers. If you have any concerns within three months of the date of your purchase we will put it right. No worries, no fuss.
      https://www.specsavers.com.au/glasses/customer-guarantees

      • jv on 15/08/2024 - 13:41

        Where is that written

        No idea…. I've always known that in only applies if they have done your prescription. Why don't you ask at the store?

        It doesn't make sense that they would provide a guarantee for services by someone they have no control over…

  • AustriaBargain on 15/08/2024 - 01:17
    +1

    They can check the prescription of the lenses with a little machine, takes a few seconds. If they say your script is wrong you could go to OPSM and get them to check quickly, they may not even charge you.

    • JimmyF on 15/08/2024 - 09:26

      I'm guessing the OPSM script is wrong, so OPSM might retest and give them a new script, but it isn't on Specsavers to fix the glasses, as they made it to the old script.

  • lunebyes on 15/08/2024 - 04:48
    +3

    Sounds like specsavers made the glasses as per your prescription so I don’t think they should be required to do anything.

    You should be asking OPSM to verify the prescription rather than complaining to specsavers.

  • Dollar General on 15/08/2024 - 06:07
    +1

    Says they will put it right

    So how can they fix the glasses for you?

  • dtc on 15/08/2024 - 09:05
    +3

    If they made the glasses according to your specifications then it’s not their problem if your specifications were wrong. Go to OPSM.

    If the glasses are not to spec then it is their issue

  • JimmyF on 15/08/2024 - 09:23
    +2

    I took an OPSM prescription got a pair of glasses at Specs Savers but my vision was not clear. Specs Savers refused to honor their "If you have any concerns within three months of the date of your purchase we will put it right. No worries, no fuss" saying that it did not apply because the script was from OPSM. They even refused to offer a credit to buy a new pair of glass after doing a new eye exam at the store

    Totally agree with Specsavers here. You can't expect them to honour the testing they haven't done. So if your OPSM prescription isn't correct, which it sounds like it is, then that has nothing to do with Specsavers now does it?

    You could have Specsavers test your eyes and see if their prescription advice comes out the same as OPSM, if it does, then you have a tiny chance of your claim, but if it comes out differently, then sorry that is on you/OPSM.

    I was told by two Specs Savers stores in WA that they only honor 100% satisfaction guarantee if the eyes were tested at Specsavers.

    Not sure why you are surprised by this claim? The only way Specsavers can do this, is if they test your eyes as well.

    You sound like that person trying to return Coles branded milk to Woolworths and wondering why they wouldn't take it back as it is all 'milk'.

    • utsc on 24/08/2024 - 19:57

      "You sound like that person trying to return Coles branded milk to Woolworths and wondering why they wouldn't take it back as it is all 'milk'."

      The analogy you provided does not accurately represent the situation and could benefit from a more refined analysis.

      If I have purchased the glasses at OPSM like how you purchased your milk at Coles your analogy is applicable. Also OPSM (Coles in your example) did not set the satisfaction guarantee policy of Specsavers (Woolworths in your example) so if Woolworth advertises saying buy milk from us and if you don't like it, we will take it back then Woolworth (Specsavers) to deal with the misleading marketing practice

      • JimmyF on 24/08/2024 - 23:00

        So what product or service did Specsavers provide you that you are not happy with and would like fixed under their satisfaction guarantee?

        Do the glasses they supplied, not meet your script you gave them?

        Do the glasses have a fault?

        Don't like the style and want to change the frame to a different style?

  • djsweet on 15/08/2024 - 09:43
    +2

    Should have gone to specsavers…

  • onceupon8 on 15/08/2024 - 10:58
    +1

    This is their guarantee:
    100% satisfaction guarantee
    We want you to be completely happy with your purchase at Specsavers. If you have any concerns within three months of the date of your purchase we will put it right. No worries, no fuss.

    They make an unclear guarantee for marketing purposes, so if they didn't warn you about it before you bought, I think you have a good case. They offer a 100% satisfaction guarantee. They don't list any exclusions. I don't like unclear guarantees like this and you shouldn't be the one to suffer from them being vague. It is simple - you aren't 100% happy. As they are a franchisee business and you are dealing with a franchisee store, contact head office. If they aren't helpful, mention you will take it to Fair Trading as their guarantee is misleading - you aren't completely happy. With more complaints, hopefully they eventually change the guarantee to make it more clear.

    • JimmyF on 15/08/2024 - 12:06

      They offer a 100% satisfaction guarantee.

      That they do, so as Specsavers only sold them the glasses, the satisfaction guarantee only applies to the glasses. If the glasses 100% meet the OPSM script the OP gave them, and there is no 'fault' with the glasses, then there is no issue to be fixed under the satisfaction guarantee.

      If they aren't helpful, mention you will take it to Fair Trading as their guarantee is misleading - you aren't completely happy. With more complaints, hopefully they eventually change the guarantee to make it more clear.

      LOL take them to fair trading over what? See above, not Specsavers issue if the script is wrong.

      Its a bit like buying a tin of paint, and asking for xyz colour, but after painting your wall to find out it is the wrong colour you asked for and you wanted zyx colour. Is it the paint shops fault?

      OP asked for glasses in xyz script, they got glasses in xyz script.

      If there vision isn't clear, then the script is wrong.

      • onceupon8 on 15/08/2024 - 18:59
        +1

        They offer a 100% satisfaction guarantee. This means if the customer isn't 100% satisfied, SpecSavers is offering to make the customer satisfied. This means that if the customer doesn't like the look of the glasses, if they have changed their mind, if the customer has found a cheaper price at another store etc.

        I think it's stupid that they are offering a 100% satisfaction guarantee without exclusions because some people are never 100% satisfied. But they are offering a 100% satisfaction guarantee without exclusions and they must think the extra sales on doing this outweighs the trouble that some customers give. Businesses must take responsibility for stupid offers.

        • JimmyF on 15/08/2024 - 19:12

          This means if the customer isn't 100% satisfied

          So what is 'wrong' with the glasses they ordered? The OP got what they ordered, based on the script they supplied.

          I think it's stupid that they are offering a 100% satisfaction guarantee because some people are never 100% satisfied. But they are offering a 100% satisfaction guarantee without exclusions

          While I agree its a little open ended, it is not without exclusions, you clearly have to tell them what you are not happy about for them to 'fix it' and the OP did tell them that their vision was not clear, which has nothing to do with the product supplied.

          If the glasses are made to the script the OP gave them, then that isn't their issue. You can't claim you're not happy when you get what you ordered based on someone elses test results. Specsavers isn't going to retest the OP eyes and remake the glasses as the OP gave them the wrong script.

          But as the OP has found out, if they did the eye testing in the first place and the glasses, sure they will retest and remake the glasses if your not happy as the are not clear.

          If you're going to say the OP doesn't like the look of the glasses and get a refund, the policy doesn't say refund, they say they'll fix it. So that means they'll change them over, but they will be the same script aka no clear vision.

          The OPs wrong script is like buying a Big Mac and asking for no pickles, finding out it has pickles as you drive down the road, so you swing into hungry jacks expecting them to remake your burger as it isn't right.

          • onceupon8 on 15/08/2024 - 19:36
            +1

            @JimmyF:

            The OPs wrong script is like buying a Big Mac and asking for no pickles, finding out it has pickles as you drive down the road, so you swing into hungry jacks expecting them to remake your burger as it isn't right.

            It's not as neither McDonalds or Hungry Jacks offer a stupid 100% satisfaction guarantee. The OP isn't satisfied with the clarity of the glasses. It doesn't matter if SpecSavers have done everything right - they have an open ended 100% satisfaction guarantee. The OP isn't satisfied. According to the guarantee, SpecSavers have to make it right. SpecSavers haven't made it right as the customer still isn't 100% satisfied. The only way that SpecSavers can honour their guarantee is to make the customer 100% satisfied. Until that happens, SpecSavers is at fault.

            • JimmyF on 15/08/2024 - 21:13

              @onceupon8:

              The OP isn't satisfied with the clarity of the glasses.

              Then specsavers will remake the glasses again based on the OPs script.

              It doesn't matter if SpecSavers have done everything right - they have an open ended 100% satisfaction guarantee

              Yeah for the product or services they sold, not someone elses testing services.

              The OP isn't satisfied. According to the guarantee, SpecSavers have to make it right.

              So what service or product that SS sold to the OP are they not happy with?

              The only way that SpecSavers can honour their guarantee is to make the customer 100% satisfied. Until that happens, SpecSavers is at fault.

              You sound like Homer when he Sues the All You Can Eat Seafood Buffet.

              Have you heard that the Never Ending Story, ends?

  • try2bhelpful on 15/08/2024 - 12:15

    I think this comes down to whether the OPSM script was correct. However, don't specsavers do their own testing for no cost? Why would you use another script?

    • jv on 15/08/2024 - 13:43

      However, don't specsavers do their own testing for no cost?

      No, Medicare pays for it…

    • JimmyF on 15/08/2024 - 19:23

      However, don't specsavers do their own testing for no cost? Why would you use another script?

      Just like OPSM the tax payer picks up the bill for testing, so there are limits on how often you can get tested.

      Specsavers will make glasses based on a script you give them. As lots of peoples eyes don't change often, its common to get a new pair and skip the testing step.

      Also if the script was only months old, there isn't a reason for Specsavers to question it being wrong.

  • darkkito on 15/08/2024 - 12:30
    +1

    As someone who currently works in the optics industry, SS is completely correct here in saying an external rx has no warranty.

    Its a very common industry standard for "external prescription" to have no warranty regarding the prescription if it wasn't tested at the place you are currently buying.

    You ultimately have full liability for the prescription when you purchased using the prescription you brought from somewhere else.

    HOWEVER, since most optics store want a good customer rapport especially their google reviews, complain to the manager, most will typically provide a somewhat good will service after some talking. Explain to them you were not explained that because it's an OPSM prescription it does not have any warranty for it.

    If you were told this and proceeded to ensue and the staff that served you has written it down that they explained the external prescription conditions then good luck, you are purely at the mercy of SS.

    If you were not explained the above when purchasing, try explain to them you did not know and be nice about it. For SS glasses the lenses don't really cost that much, your chances of getting a "remake" will increase a lot if you are being nice however ask for the manager BUT BE NICE.

    • onceupon8 on 15/08/2024 - 19:03
      +1

      SS is completely correct here in saying an external rx has no warranty.

      I agree that they may not have warranty. But we are not talking about warranty. We are talking about an extremely generous 100% satisfaction guarantee without exclusions.

      The customer isn't 100% satisfied. It's that simple.

      I doubt other optical stores offer such a stupid guarantee, but I may be wrong?

      • JimmyF on 15/08/2024 - 19:26

        But we are not talking about warranty. We are talking about an extremely generous 100% satisfaction guarantee without exclusions.

        On the product SS sold…..

        The customer isn't 100% satisfied. It's that simple.

        What service/product that SS provided to the OP they are responsible for has an issue?

        • onceupon8 on 15/08/2024 - 19:37

          What service/product that SS provided to the OP they are responsible for has an issue?

          100% satisfaction.

          • JimmyF on 15/08/2024 - 21:08

            @onceupon8:

            100% satisfaction.

            On things that are not a service or product that was supplied by SS? Yeah nah.

      • darkkito on 15/08/2024 - 19:28

        Yes because something arbitary like '100% satisfaction' will hold up in court. If it truly was they wouldnt have a single bad review right?

      • freefall101 on 15/08/2024 - 22:19

        There are always reasonableness limitations to those kind of claims, and they're marketing fluff. They cannot make anyone 100% happy. If I came back and said "your glasses are too perfect, I can now see how ugly I look in the mirror" or "I thought these glasses would give me x-ray vision, make me some that give me x-ray vision", specsavers can't be realistically expected to do anything. Much like if you bring them the wrong script and they make glasses to that script, that's kind of not their problem.

  • utsc on 15/08/2024 - 13:47
    -1

    It's not written anywhere that the 100% satisfaction guarantee only applies if your eyes were tested at Specsavers
    It's not even mentioned in the fine print in the terms and conditions

    100% satisfaction guarantee
    We want you to be completely happy with your purchase at Specsavers. If you have any concerns within three months of the date of your purchase we will put it right. No worries, no fuss.
    https://www.specsavers.com.au/glasses/customer-guarantees

    • JimmyF on 15/08/2024 - 19:28

      We want you to be completely happy with your purchase at Specsavers

      Are you not happy with the look of the glasses?

      Did an arm fall off or the lens fall out?

      Did they not supply glasses that match the script you provided?

      Tell me about what service or product that Specsavers provided that you are unhappy with?

      The real question is, why did you get your eyes tested at OPSM and didn't get glasses from them as well?

      • onceupon8 on 15/08/2024 - 19:41
        -1

        Did they not supply glasses that match the script you provided?

        SpecSavers supplied glasses that matched the script. So for a normal optical business, the business has done enough.

        But SpecSavers offer a 100% satisfaction guarantee. The customer isn't satisfied. It doesn't matter that who is at fault (eg customer provided the wrong script).

        By offering a 100% satisfaction guarantee, SpecSavers is taking responsibility for all mistakes regardless of who has made them.

        • Ughhh on 15/08/2024 - 19:55
          +3

          I wasn't completely happy with my last purchase too, a massage and wine wasn't offered when I picked up the glasses. The T&Cs also doesn't say massage and wine isn't included.

        • JimmyF on 15/08/2024 - 21:06

          But SpecSavers offer a 100% satisfaction guarantee. The customer isn't satisfied. It doesn't matter that who is at fault (eg customer provided the wrong script).

          Oh but it does…. No normal person would expect the satisfaction guarantee to cover services or products not supplied by Specsavers.

          By offering a 100% satisfaction guarantee, SpecSavers is taking responsibility for all mistakes regardless of who has made them.

          They take responsibility for their mistakes/products/services, not someone elses.

  • soan papdi on 15/08/2024 - 13:56
    +2

    You can get it verified if the glasses exactly match the opsm prescription. If not, SS on the hook. If matching, they’ve done what you asked for

  • jjjaar on 18/08/2024 - 08:53

    I took an OPSM prescription got a pair of glasses at Specs Savers but my vision was not clear

    Just out of curiosity, is this a new script to you? As in, had your vision changed since your last pair? Sometimes if there’s a change in your script, especially if you’ve now got astigmatism, the glasses can seem unclear for a few weeks while you get used to them.

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