Optical Express agree to refund after price mistake

Mar 27 2011 by Ian Robson, Sunday Sun

I SAW what needed to be done after Valerie Allan complained about Optical Express.

Valerie told how she was concerned about charges when her 13-year-old daughter Beth needed a new prescription from the Metrocentre store.

She felt something was not quite the way it should be ... and she was right.

Valerie, of Dunston, Gateshead, said: “Beth’s prescription had changed slightly and she needed a re-glaze. We were advised it would be beneficial to have the lens treated with anti-glare coating at the same time.

“The sales assistant said the cost of the re-glaze was £25 and a further £40 for the anti-glare coating.

“I queried these costs as Beth is only 13 and wondered if I should shop around.”

Valerie decided to go ahead with the transaction after staff told her they only had one lens in stock.

Later, however, she did some price comparisons and realised other opticians did not charge anything for the re-glaze under NHS regulations and only £10 for the anti-glare coating for under 16s.

Valerie received a £25 refund but still felt she had been overcharged in total.

I spy with my little eye something that Optical Express needed to do something about.

I asked marketing manager Mary-Frances Kearney to, ahem, look into the issues raised.

First, they admitted that there should have been no charge at all for re-glazing under NHS rules.

Mary-Frances said: “We can only apologise to Mrs Allan for this error and, as you know, we have refunded the initial charge.

“We have also taken the necessary steps to ensure the clinic involved and our network of clinics are fully versed on this practice to prevent any repetition.”

What about the other complaint?

Mary-Frances said: “While we cannot comment on the pricing policy of our competitors, following Mrs Allan’s concerns, we will review our current pricing policy on the high street in regards to optional extras for those under the age of 16 and others under NHS entitlement.

“To compensate Mrs Allan for her unfortunate experience we would like to offer a full refund of all charges.”