Glasses received different than what was ordered

[dtr_angel]

2 weeks ago I went for an eye exam and ordered new glasses. I fell in love with a pair of Coach frames even though they were brown and not black like I preferred. As we ordered them the girl that helped me looked and saw she was able to order them in black. With my insurance I ended up paying just over $80 for everything! (exam and lenses were covered, just had to pay for the frames. I thought this was amazing for designer frames since in the past I've spent well over $200 for no brand glasses WITH insurance) I went today to pick them up.

When she brought them out they were in a bright pink Juicy case and I thought that was weird but when I went to try them on I realized they were definitely Juicy brand. I told her I thought for sure I ordered Coach so she looked up the order and it said Juicy. I do remember before I picked the Coach ones the girl helping me showed me some Juicy but I'm confident that I picked Coach. I am a sleep deprived mom though so maybe I really did order Juicy? My memory is not always the greatest. The thing is my husband remembers me coming home and telling him I ordered Coach frames and he does not remember anything, ever! When I put the transaction into YNAB I also entered "coach frames" in the memo area. My receipt is just the credit card receipt from the machine so it doesn't have any details about what I paid for. For the record the actual brand wasn't important, I just know that the frames I loved were Coach. I almost went with a cheaper no brand but I didn't love them and with insurance the Coach ones were not expensive so I just went with the style I loved.

It's really not about the Coach vs. Juicy brand but that I'm positive that these are not the glasses I ordered. I've been staring at myself in the mirror since I got them about an hour ago and they just seem bigger and more square than I would have ever picked out. I don't know if it's a big deal or not but I'm just positive it is not what I ordered. I don't know much about brands but Juicy and Coach were on the designer wall so I'm guessing price wise they were about the same? I just know that when I put those Coach frames on I felt like a million dollars and looking at these I don't get that feeling. But they fit and they are the right prescription so I don't know if I'm whining over nothing. Should I go back tomorrow (I can't make it back today) or should I just let it go? What would you do?

 

[Iowajes]

Did you order from someone with a guarantee?

Mine last pair of glasses came with a 3-month no question guarantee. After 5 weeks I decided I just didn't like them and took them back no problem.

If they aren't what you wanted, and you can return them, return them.

If they aren't what you ordered, and you can't generally return them, I'd put up a bit of a fuss. Or at very least make sure you weren't overcharged.

 

[LJSquishy]

If the frames are not a style you're happy with, take them back and make sure they order the proper frames. I know you said the order form says Juicy but they made the error in not ordering the Coach frames you asked them to. Explain to them (which I think you have already, but do it again) that the employee had you try on several pair, and you handed her the Coach frames you decided on and she said she could order them in black...not the Juicy eyewear. I'd be very surprised if they didn't make this right for you.

Honestly, the brand of eyewear doesn't really matter for the most part -- Coach frames aren't going to be better quality than Juicy frames, etc. "Designer" eyewear isn't quite like buying a designer handbag in terms of varied quality. But, if you're confident that the Coach frames are a different enough size/shape I would push them to correct their error.

 

[Shelly F - Ohio]

Since you bought them with your CC you can file a dispute with the CC if the eye glass place won't give you what you ordered.

 

[WendyLou]

I would return to the store and politely explain the situation again. I feel certain they should/will make this right. Good luck!

 

[maleficent32]

2 weeks ago I went for an eye exam and ordered new glasses. I fell in love with a pair of Coach frames even though they were brown and not black like I preferred. As we ordered them the girl that helped me looked and saw she was able to order them in black. With my insurance I ended up paying just over $80 for everything! (exam and lenses were covered, just had to pay for the frames. I thought this was amazing for designer frames since in the past I've spent well over $200 for no brand glasses WITH insurance) I went today to pick them up.

When she brought them out they were in a bright pink Juicy case and I thought that was weird but when I went to try them on I realized they were definitely Juicy brand. I told her I thought for sure I ordered Coach so she looked up the order and it said Juicy. I do remember before I picked the Coach ones the girl helping me showed me some Juicy but I'm confident that I picked Coach. I am a sleep deprived mom though so maybe I really did order Juicy? My memory is not always the greatest. The thing is my husband remembers me coming home and telling him I ordered Coach frames and he does not remember anything, ever! When I put the transaction into YNAB I also entered "coach frames" in the memo area. My receipt is just the credit card receipt from the machine so it doesn't have any details about what I paid for. For the record the actual brand wasn't important, I just know that the frames I loved were Coach. I almost went with a cheaper no brand but I didn't love them and with insurance the Coach ones were not expensive so I just went with the style I loved.

It's really not about the Coach vs. Juicy brand but that I'm positive that these are not the glasses I ordered. I've been staring at myself in the mirror since I got them about an hour ago and they just seem bigger and more square than I would have ever picked out. I don't know if it's a big deal or not but I'm just positive it is not what I ordered. I don't know much about brands but Juicy and Coach were on the designer wall so I'm guessing price wise they were about the same? I just know that when I put those Coach frames on I felt like a million dollars and looking at these I don't get that feeling. But they fit and they are the right prescription so I don't know if I'm whining over nothing. Should I go back tomorrow (I can't make it back today) or should I just let it go? What would you do?

There must be some paperwork showing the model number of the frames, either on your receipt or in the store. If you have insurance they have to submit all of that to them, so the frames you ordered will be recorded somewhere.
Also, they have to measure the frames on your face in order to fit the lenses. If they were different frames than the ones you were fitted for, the lenses wouldn't be correct.
I'd call them and see if they can find something with the model number originally purchased, and compare that to what you have.

 

[disneychrista]

Seems to me they ordered (and you likely paid for) the wrong frames.

 

[soniam]

Go back and get what you wanted. Just be polite but firm.

I ordered some frames that the store said could be ordered in a smaller size. I have a small head, and the ones in stock were just too big. It was a new place, since I had just recently moved for college. When I got them, they were huge. I didn't say anything. I was mad at myself everyday I had to wear those things. I didn't have insurance or a job, since I was starting college. I think they inadvertently got broken sooner than if I had liked them. Now, if there's anything wrong with my glasses, I make sure the store makes it satisfactory. It helps that I have been going to the same doctor/store for about 20 years. I think not being a chain helps too.

Good luck

 

[maleficent32]

Go back and get what you wanted. Just be polite but firm.

I ordered some frames that the store said could be ordered in a smaller size. I have a small head, and the ones in stock were just too big. It was a new place, since I had just recently moved for college. When I got them, they were huge. I didn't say anything. I was mad at myself everyday I had to wear those things. I didn't have insurance or a job, since I was starting college. I think they inadvertently got broken sooner than if I had liked them. Now, if there's anything wrong with my glasses, I make sure the store makes it satisfactory. It helps that I have been going to the same doctor/store for about 20 years. I think not being a chain helps too.

Good luck

I go to Lenscrafters and they have a 30 day return policy. If you aren't happy you can get a full refund.
OP needs to check the policy where she got hers, but most all will exchange or return.

 

[Marionnette]

There must be some paperwork showing the model number of the frames, either on your receipt or in the store. If you have insurance they have to submit all of that to them, so the frames you ordered will be recorded somewhere.
Also, they have to measure the frames on your face in order to fit the lenses. If they were different frames than the ones you were fitted for, the lenses wouldn't be correct.
I'd call them and see if they can find something with the model number originally purchased, and compare that to what you have.

They only have to submit that information if they are using a lab that the insurance company dictates. Otherwise, the provider only has to give the insurance company the cost of the frame.

Not all prescriptions need to have the frames measured on the patient's face in order to be filled. Otherwise, no one would be able to order their glasses online from places like Zenni.

Mistakes are made all of the time and if the OP is sure that she ordered a Coach frame, then she should go back to where she purchased the eyeglasses to see if they can fix things for her. It's possible that she may have to pay the difference between the cost of the two frames, but the lenses are most likely a total loss (hopefully to the place where the OP purchased them). It's rare when a lens which has been ground to fit one frame can be refitted to another one of a different shape.

 

[maleficent32]

They only have to submit that information if they are using a lab that the insurance company dictates. Otherwise, the provider only has to give the insurance company the cost of the frame.

Not all prescriptions need to have the frames measured on the patient's face in order to be filled. Otherwise, no one would be able to order their glasses online from places like Zenni.

True, but she didn't order them online, she went in to a place and ordered them so I assumed she would have been fitted.

 

[scrapquitler]

2 weeks ago I went for an eye exam and ordered new glasses. I fell in love with a pair of Coach frames even though they were brown and not black like I preferred. As we ordered them the girl that helped me looked and saw she was able to order them in black. With my insurance I ended up paying just over $80 for everything! (exam and lenses were covered, just had to pay for the frames. I thought this was amazing for designer frames since in the past I've spent well over $200 for no brand glasses WITH insurance) I went today to pick them up.

When she brought them out they were in a bright pink Juicy case and I thought that was weird but when I went to try them on I realized they were definitely Juicy brand. I told her I thought for sure I ordered Coach so she looked up the order and it said Juicy. I do remember before I picked the Coach ones the girl helping me showed me some Juicy but I'm confident that I picked Coach. I am a sleep deprived mom though so maybe I really did order Juicy? My memory is not always the greatest. The thing is my husband remembers me coming home and telling him I ordered Coach frames and he does not remember anything, ever! When I put the transaction into YNAB I also entered "coach frames" in the memo area. My receipt is just the credit card receipt from the machine so it doesn't have any details about what I paid for. For the record the actual brand wasn't important, I just know that the frames I loved were Coach. I almost went with a cheaper no brand but I didn't love them and with insurance the Coach ones were not expensive so I just went with the style I loved.

It's really not about the Coach vs. Juicy brand but that I'm positive that these are not the glasses I ordered. I've been staring at myself in the mirror since I got them about an hour ago and they just seem bigger and more square than I would have ever picked out. I don't know if it's a big deal or not but I'm just positive it is not what I ordered. I don't know much about brands but Juicy and Coach were on the designer wall so I'm guessing price wise they were about the same? I just know that when I put those Coach frames on I felt like a million dollars and looking at these I don't get that feeling. But they fit and they are the right prescription so I don't know if I'm whining over nothing. Should I go back tomorrow (I can't make it back today) or should I just let it go? What would you do?

Go back and tell them those are not the right frames and have them order the right one and do the exchange. It's not a big deal, and they will take care of it for you..

 

[Marionnette]

True, but she didn't order them online, she went in to a place and ordered them so I assumed she would have been fitted.

Online or in-person makes no difference when it's a single-vision lens. Height measurements are taken with the sample frame on the patient's face when they are in need of a bifocal or multifocal lens and for rare, complex prescriptions.

 

[kirstenb1]

I'd go back in and talk to them. I just ordered progressives, and the receipt they printed itemized everything, even the brand/model # of frame. See if they have a detailed receipt in their computer records.