Extremely disappointing experience after being a long-term customer
I have been a customer of this practice for many years. All three of my children have had glasses through them, and my family has spent many thousands of dollars with the practice. I have also regularly recommended them through local mums/pages and my neurodiverse support network. My previous review from 4-5 years ago was positive, which makes this experience even more disappointing.
I purchased prescription glasses for $805, along with Jimmy Choo prescription sunglasses, bringing the total to $1,315.
The sunglasses were a discontinued display model, and I was advised by Litza that to receive the discounted price on the sunglasses, I also had to purchase another pair of prescription glasses through the practice. I agreed and purchased the whole package through them, despite finding the same prescription frame online for considerably less, because I trusted the practice and wanted to support a business I had been loyal to for years.
There were also pricing issues. I had notes of my discussions with Litza regarding the agreed price, yet the price increased by another $21 when I collected the glasses. They also took over a month to arrive, and I was advised I would receive an additional representative discount because of the delay. This ultimately did not happen.
The prescription glasses themselves have been a nightmare.
I specifically told the practice I needed them for driving, including night driving. I chose and paid extra for FL-41 lenses due to my migraines. I was told they would be suitable for night driving, but I have found them unsuitable for me and raised this with the practice. I was told I needed to "get used to the lenses."
My refund request, however, is about the frame, not the FL-41 lenses. The frame causes significant pressure around my temples and I develop migraines during daytime wear, often within 15-20 minutes.
I attended multiple adjustment appointments and even used tissues around the arms of the frame to try to relieve the pressure because I genuinely wanted them to work. I asked about changing to a smaller/lighter frame but was told there would be an additional cost. The frame has now been loosened twice and slips down my nose while still putting pressure on my temples.
I have since sought independent opinions from three optometrists, who have advised that the frame is too heavy for my face and, particularly given my migraines, that the weight and pressure around my temples are contributing to the problem.
Despite this, I have repeatedly been asked to return for another adjustment. I am seeking a refund because I cannot comfortably wear these glasses for their intended purpose.
What has been most upsetting is the way this has been handled. My requests were referred to as my "demands" becoming more and more, despite my position remaining the same: I simply wanted glasses I could actually wear.
After multiple attempts to resolve this directly, and emails going unanswered, I have now lodged the matter with NSW Fair Trading and will consider NCAT if necessary.
The most disappointing part is how a long-term customer who has supported, recommended and trusted this practice for years has been treated when something went wrong.
Customer service isn't really tested when everything goes perfectly. It's tested when something goes wrong and a customer needs help finding a fair resolution.
Sadly, I genuinely expected better. read more
