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Optical disaster in Newcastle
Author Name: Laura
Advantages: the only advantage was that the Jarrow branch was close to my house, but now that branch is closed
Disadvantages: Use this company if you do not appreciate your time and your money.
In March 2012 I had an eye test in one of the company's branch in Jarrow, Tyne and Wear. I have purchased 2 pair of glasses, 1 for reading and 1 for distance vision. I paid for frames and lenses in advance £300+
The glasses were ready in 10 days. The cheap ones which came in offer for free were spotless, the lenses on a designer ones had a cheap. They promised to replace the lens "by Monday" but I had to wait another 2 weeks to have them ready. Not to mention that I had to fight for a certificate and a proper case!
In October, 2012, I visited the branch in Newcastle to exchange the lenses on the designer glasses, I had £50 voucher but the manager did not want to redeem it without plausible explanation and I had to pay the full price of £174. The manager promised the glasses would be ready in 10 days.
In 10 days the manager called me saying that the glasses were ready and would be sent the next day. I waited for next 10 days but the parcel did not come. I had to call in their head office twice and no one could answer where were the glasses until I myself assumed that the parcel had probably been sent to the wrong address. I moved several month ago and the manager of Newcastle branch did not bother herself to confirm the address before sending expensive glasses. Later she said that it was my responsibility to make sure that the address was correct. I had to visit the branch again to find out the tracking information (which could be done by phone, but every time I called I got an answer that their Newcastle branch did not pick up the line). I had to visit the post office to finally receive the glasses. I wish I could finish the story here.
I received the glasses on 16th of November and one of the lenses had a noticeable scratch. Moreover, my own lenses which were originally on the glasses were NOT included in the parcel despite they were my property which I paid for the full price. Apart from that, an expensive Gucci frame was placed in a narrow case which definitely did not fit and the frame was bended.
In November, 17, I had to visit the Newcastle branch again to find out what could be done with the scratch and bended frame. The manager said that the frame should be repaired and the lens should be exchanged and it would take another 10 days.
On November, 29, I visited the branch to collect the glasses. I tried them on and what a nice surprise, I could not see trough my glasses, the lenses were completely out of focus. I assume that the lens with the scratch was exchanged for the lens for reading while another lens was for distance vision. Moreover, there was a big gap between frame and a new lens.
The manager took the glasses AGAIN and asked me to wait another 10 days. AGAIN.
Today is 10th of December, the glasses are still there, it is almost 2 month after beginning of this horrible business and 2 month I have to avoid driving when possible and I feel very uncomfortable outside as my eyes are itchy without glasses (that was the reason I had to take an eye test, I thought I had an infection) and that was the only glasses for distance vision I had.
I've sent 2 letters with the complaint to firstname.lastname@example.org, no answer!
Summary: Avoid this irresponsible company.
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