Dear Help Squad:
I purchased a pair of glasses for approximately $300 over a year ago from Spex in Hinsdale. Since then I can’t see with them. I lost count, but they have tried to remake the glasses several times and still I can’t see. I even went so far as going to a specialist to see if I had a problem with my eyes, and I don’t. That doctor gave me a script, Spex made it and still no luck.
I feel Spex should just refund my money since they never made a pair of glasses I can wear, but, I was told by the staff there is nothing they can do for me. I have taken my business elsewhere because I need glasses I can see out of, which means I have had to spend more money for glasses, which I shouldn’t have to do.
I have been very patient with Spex, and with today’s economy every penny counts. I do hope you can help me in this matter, or if not, help someone else from making a mistake by going to Spex.
Garnet Ensley, Countryside
How frustrating, not being able to see properly for such a long time! Help Squad took a look into this (no pun intended), by contacting Spex. We spoke with Boyce Moffitt, a general manager for the 21 Spex stores, who has been an optician for 20 years.
Moffitt investigated the situation.
After looking at your records and speaking with employees at the Hinsdale location, Moffitt explained that what he found was in a nine-month time frame, you had four exams with Spex opticians and optometrists to try to correct the situation, and that Spex made you five pairs of glasses to try to meet your satisfaction. All of those services and glasses were complimentary.
Moffitt read some notes that reveal his opticians suggested numerous times that you get lenses suitable for working with computers, but that you were not interested. He also explained that Spex remade the lenses for a sixth time a year later at no charge. Therefore, Spex is unwilling to give you a refund for your original $300 pair.
The good news is, it sounds like you are happy with your new glasses, and that you can finally see.
Tips for buying glasses
While we had Moffitt on the phone, we gathered some tips to help other eyeglass wearers when it comes to purchasing prescription eyewear.
1. Think about getting progressive lenses that correct all ranges of vision — distance (meaning 10 feet and beyond), computer, and reading. Although less likely to be covered in full by insurance, they are the way of the future.
2. There are hundreds of different designs when it comes to progressive lenses, so you need to have a lengthy conversation with your optometrist about your lifestyle to determine the best customized solution.
3. If you have a career where you are constantly focused in the computer range, you might want to consider occupational progressive lenses. You might have to switch glasses when you drive or read, for example, but it might be worth it.
4. How the frame is fitting your face can be very important. The lenses might not feel right, and that could be because the frame needs an adjustment.
5. Make sure your optician trains you on how to use your lenses. He or she shouldn’t just hand them to you and let you walk out the door. Also, if the glasses don’t feel right, don’t be concerned. There is a two-week adaptation period, meaning it takes a couple weeks just getting used to them.