Vision Express Opticians ( Grand Vision) may not obey the Sale of Goods Act 1979
Channel: Hugh Thompson
Date: 2015-12-03

Dear 
Mr Jonathan Lawson Chief Executive 

 
and Directors
 
Simon Richard HOPE
Omar HASSAN
Jonathan Robert LAWSON
Stephen Mark NOBLE
 
 
I bent the metal corner of the frame by accident and when I tried straighten it, the metal snapped from "metal fatigue" with the arm falling off

My rights depend on whether the item should have lasted this long, 4 years. 
 
It was particularly expensive and was sold by dispensing optician Marion Telle, as high quality, premium or top of the range.

I brought them back on 30/11/2015 asking the staff to look at the broken metal, expecting help. I did not ask for an offer of a repair, replacement or refund.

I asked to meet the manager.

A deputy manger also looked at me and gave replies to questions I did not make and refused to take any liability for the poor design, nor after me mentioning it, make me an offer under the Sale of Goods Act 1979, that goods should be of a satisfactory quality, fit for purpose and as described. 
 
My rights have been breached because the item you sold me is faulty in design. 
 
I would have accepted a repair/replacement/part-refund, but none was offered at the time expecting me to buy a new framed and lenses.


I received on my phone message 02/12/2015 and called and was told of a message from the manager, claiming she was ordering a new pair of frames in 15 weeks time, but at my expense of £145. I was never offered this nor did I agree to this contract to purchase new frames.

This an act of Fraudulent misrepresentation. 
etc Hugh Thompson


Dear Mr Thompson






Thank you for recent emails addressed to Mr Lawson, the content of which has been carefully noted. 




In capacity as Head of Central Retail Operations, Mr Lawson asked me to commence an immediate investigation and provide you with assurance that your complaint has been taken very seriously. 




Prior to contacting you today I have considered all of the information that you have provided, I have also consulted with team members in our Canary Wharf store to ensure that I have a complete picture




Your correspondence outlines your view that the frame is faulty by design and that Vision Express have ignored your rights for a repair or replacement under the Sale of Goods Act 1979. Furthermore that Vision Express failed to supply the address of the importers or manufacturers. 




You have acknowledged that the frame was fit for purpose for 4 years and have shared information relating to an accident where you state that the frame became damaged, furthermore that you attempted to bend this back into its original position when the frame snapped. 




Frames like most things can become stressed and weakened when undue pressure is applied. It is reasonable to suggest that the frame was weakened during your fall and that when you subsequently attempted to bend the arm back into position that the weakened frame responded by snapping. 




I can and do empathise with your circumstances, but I must also comment that we do not expect frames to sustain falls, nor sustain bending, unless from an experienced person using the correct application of heat and instruments. In conclusion on this point, I have not been able to find any evidence that the frame is faulty by design. However, if you would like me to organise for the frame to be sent back to the manufacturer for this to be inspected I can certainly facilitate this on your behalf, please let me know.




I am sorry that you had difficulty obtaining details of the manufacturer, furthermore I acknowledge your request for your PD measurements. I will ensure that both pieces of information are made available to you shortly.





Worthy of note is that home insurance will sometimes extend to include accidental damage to personal possessions and provide protection for items that become damaged as a result of a sudden and unforeseen event. If you haven't already done so it may be worth contacting them to see if you are entitled to claim under the terms and conditions of your policy, if this cover is in place. 





To assure you of our absolute best intentions and to demonstrate that we do value your custom, I would welcome the opportunity to discuss with you a gesture of goodwill discount on a new pair of glasses should you choose to use Vision Express as your provider of choice in the future. I must however stress that any further attempt by you to influence our response through a targeted on-line campaign will leave us with no alternative but to revoke any extension of goodwill and consider passing the matter to our legal representatives. 





I hope that I have been able to respond fully to the points that you have raised and once again welcome the opportunity to discuss a suitable resolution with you. 




Kind regards




Claire Pearson








Claire Pearson 


Head of Central Retail Operations