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Boots Opticians won’t refund me for glasses that cost £595


I actually have an issue with a pair of varifocal glasses and prescription sunglasses I purchased from the Witham, Essex branch of Boots in February, however it won’t refund me the total £595 paid. 

Please are you able to help?

K. E., Essex.

Completely unsatisfied: Boots didn’t wish to issue a full refund to a customer whose recent glasses gave them a headache despite its ‘complete satisfaction guarantee’

You explained to me that if you tried out your recent specs, the space vision in your right eye felt mistaken and made you are feeling disorientated. 

You wondered whether the varifocal fields were positioned incorrectly, so reported your suspicions right away and well inside the cut-off date for raising any concerns.

Boots Opticians boasts a ‘complete satisfaction guarantee’, which states: ‘If you happen to’re not joyful together with your purchase, no problem, we’ll replace it for something else you’re keen on. Just return your product to store with proof of purchase inside 30 days.’

You didn’t need 20-20 vision to identify this essential feature in its terms and conditions. Nonetheless, fairly than replace the suboptimal specs, the optician tried to make them give you the results you want.

You returned several times to the shop, with staff adjusting the fit and positioning, and even carrying out an additional eye test.

They concluded the prescription and glasses were correct and that you simply would have to simply accept the constraints to your vision.

You tried to get on with the brand new glasses but, in the long run, sought a second opinion from one other optician, Specsavers, in September.

It carried out an additional eye test and located a unique prescription in your right eye. It made you a recent pair of glasses — in addition to reusing the Boots sunglasses frames.

You found your vision improved considerably, and returned to Boots to acquire a refund of £595 for the unique purchase.

At this point, Boots offered to make you a recent pair as an alternative, which you declined since you had now purchased a satisfactory pair elsewhere. And, more importantly, you had lost confidence in its ability to offer you what you needed.

You argued your case again over the fields being incorrectly positioned.

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>> Beat the scammers: Suggestions and tricks to avoid becoming a victim 

Boots suggested it was a change in your prescription because you first ordered your glasses that have to be accountable. 

The shop offered a refund of £250, which you reluctantly accepted; but you furthermore may resolved to take your criticism further.

You contacted Boots Opticians’ customer services, which told you that, because the branch was a franchise, it couldn’t help.

You felt it unacceptable for Boots to shirk responsibility for the actions of franchisees that operate under its name and fame, and complained a second time. On this occasion you were referred to the Optical Consumer Complaints Service (OCCS).

This service mediates between customers and opticians on disputes referring to the provision of spectacles and get in touch with lenses and other eyecare. Complaints referring to negligence or fitness to practice are overseen by the General Optical Council.

Before attempting the OCCS route, you contacted me.

I felt you had a robust case, not only due to Boots’ own customer satisfaction guarantee, but since the Consumer Rights Act 2015 has rules to guard shoppers, even those buying something made specifically for them that can not be resold to another person.

Although buyers of prescription spectacles will not be routinely entitled to a refund if they alter their mind, they’re protected if the glasses prove to not be fit for purpose, which was what happened in your case.

It appeared to me that on this instance Boots had lost concentrate on customer support and so I asked it to re-examine your criticism. I’m pleased to say it responded quickly and the shop soon agreed to refund you as a gesture of goodwill.

You were asked to return the unique spectacles, which you were joyful to do, even though it deducted £120 for the sunglasses frames you had already reused.

With £250 previously refunded, you received an additional £225 — so a complete of £475.

A Boots spokesman says: ‘The shop refunded the price of the glasses to the client as a goodwill gesture, despite it being seven months after she received them. The shopper was joyful with the frames, so the full cost was refunded, minus the price of the frames. The shopper was joyful with the consequence and the case has been resolved.’

Fined £100 for keeping my automobile protected 

I dropped a friend off at Liverpool Airport. As I left, I noticed the rear driver’s side door was not closed properly.

I ended so my partner could get out and shut it as we didn’t want it to fly open. We were stationary for lower than a minute.

Two weeks later we received a £100 penalty. I appealed to the parking company but was turned down. 

I appealed to an independent authority and was turned down again.

I went to arbitration and was informed I need to pay up. 

We’re each pensioners and £100 is lots of money to have to seek out particularly with the energy crisis and Christmas with grandchildren.

L. L, Liverpool.

>> How you can appeal a parking ticket and win 

It’s a stressful and infrequently expensive business driving near an airport. Many have introduced charges only for dropping passengers off to assist recoup the financial losses that mounted in the course of the pandemic. 

Parking charge notices for breaches is one other approach to herald the money.

Although restrictions are essential for safety and security, I felt the authorities had been too harsh in your case so asked Liverpool Airport to research.

It checked the CCTV and explained you had halted on one in every of the airport’s red routes, where there are signs warning of parking charge notices.

To the parking contractor, it appeared as in the event you’d picked your partner up as a passenger.

A Liverpool Airport spokesman says: ‘We looked into this further and confirmed the vehicle used one in every of the airport automobile parks moments before stopping on the ‘red route’, which is prone to have been for the aim of dropping off a passenger, as per the reason given by the motive force, and that the rationale for stopping on the red route can have been simply to secure the vehicle’s rear door.

‘As a consequence, despite the vehicle stopping on the red route, as a gesture of goodwill this PCN can be now be waived.’

Straight to the purpose 

I ordered a dress from Mona.co, a ladies’ clothing catalogue, for £99 on September 10. 

The dress didn’t fit so I sent it back on September 16 and I’m yet to receive a refund.

M. B., Lincolnshire.

Mona has apologised for the delay in processing your payment and has since issued you with a full refund.


I used to receive HSBC statements by post but they suddenly stopped a number of months ago. 

I actually have called HSBC, spoken to staff in store and sent letters but nothing has been done. I’m 90 years old and use a wheelchair. Please help.

E.M., Derby.

HSBC has contacted you to apologise for the problem, which it says was brought on by human error. 

Your postal statements have been reinstated and you may have been offered £70 as a gesture of goodwill.


I purchased a mini oven from Amazon but was unable to make use of it since the instructions were in Japanese. 

I returned the oven but am struggling to get the £191.27 refund.

C. C., via email.

Amazon apologised for the delay and have now refunded you in full and offered you a £30 gift card as a gesture of goodwill.

  • Write to Sally Hamilton at Sally Sorts It, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT or email sally@dailymail.co.uk — include phone number, address and a note addressed to the offending organisation giving them permission to consult with Sally Hamilton. Please don’t send original documents as we cannot take responsibility for them. No obligation may be accepted by the Each day Mail for answers given. 

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