The best way to avoid the headaches that will result from choosing glasses that you're unhappy with is to know the ground rules and build on them with some fundamental consumer research.
No-Hassle Refunds and Replacements
There are a couple of cases in which you should have no problem receiving a refund or a replacement from an optical store. If you purchase an item that has a manufacturer's defect - a frame that breaks because of a weak solder joint, say - this situation is covered under the uniform commercial code, which states that if an item is broken when you buy it, you can demand a full cash refund. Reputable optical stores will have no problem offering you a replacement because the manufacturers offer no resistance to providing a new item in good shape. Both the eyeglass frame makers and the optical stores put their reputations first and do not want eyewear consumers to think of their products as inferior.
(However, there is a definite line between defective frames and ones that have been obviously abused or the victim of an accident. Neither the manufacturer nor the seller has an obligation to provide a consumer with a replacement in those cases, although some optical stores do offer insurance or warranty plans.)
The other clear-cut case in which obtaining a replacement should not pose a problem is if the eyeglass lenses are not made correctly. There can be two reasons behind such an error: either the fabricating laboratory erred, or the doctor's prescription is incorrect. The optical shop that makes your eyeglasses is obligated to provide you with lenses that exactly meet the specifications of the prescription, just as a pharmacist must give you the exact medication a doctor orders. It is a good idea to take any pair of completed glasses back to the prescribing doctor and have the Rx checked for accuracy. If the optical shop has made a mistake, ask the doctor's office for a written explanation of exactly what the errors are so you can bring it to the store and have the lenses remade - at no charge, of course.
If the prescription has been made correctly, but you are still uncomfortable with the vision through the eyeglasses, the doctor can recheck you and modify the prescription if necessary. Most optical stores will remake the lenses for you at no charge at least once if the doctor adjusts the prescription. In most cases, one change should be sufficient to provide you with comfortable vision.
Sometimes, however, if there is a pathological reason that makes it difficult to arrive at the right prescription, or if there is an eye condition that requires constant changes in Rx, you should have a discussion with someone at the optical store regarding the number of remakes the shop will do for you without charging you. Beyond the first courtesy remake at no charge, something must be negotiated. You may be able to arrive at an agreeable solution by paying a minimal amount for the remakes until the prescription is satisfactory and then paying to have any coatings or additional lens treatments put only on the final pair.
On the other hand, if you have a special eyeglass lens, such as a progressive, which can be difficult for some wearers to get used to, the lens manufacturers typically guarantee you a replacement in a lined bifocal or single-vision lens at no additional charge. Usually, if you need to make that switch, there is no refund between the (generally higher) cost of the progressive lenses and the (generally lower) cost of other types of lenses, but you will at least have lenses you can use comfortably.
Savvy Consumers
The gray areas come into play when consumers decide they want to return their eyeglasses simply because they don't like them. If the prescription is satisfactory, then being unhappy with the glasses can mean a number of things: the eyewear can be too heavy; it can slip constantly; it can be unflattering on the face; or it can simply be the result of making a poor choice in style (a mistake we've all made at some point). Depending on what the objection is, the optical store can offer numerous choices to try to satisfy the consumer.
Although state laws vary, what you are entitled to depends on the refund policy that the store posts in some form: on a sign by the register, a written policy on the sales slip, or what have you. However, what you actually get may be much more than what you're strictly entitled to.
Just as when shopping for any other kind of merchandise, you're best off using common sense when deciding on which optical stores to patronize. One that comes highly recommended from satisfied friends or relatives is often a good bet. If you don't have a recommendation, talk to a shop's opticians; if they don't seem knowledgeable, or if they treat you poorly, then chances are that you won't have a good experience should you have a problem down the road.
If you are treated courteously by the staff when you make the purchase, they will often look for ways to help you overcome your difficulties. If the glasses are too heavy, for example, the optician may be able to suggest a lighter-weight lens and allow you to pay only the difference between the cost of the regular material and the premium lens, rather than charging you full price. Likewise, if the frames aren't a good fit, it may be possible to put the existing lenses into another style that fits better - asking you to pay only the difference, should the better-fitting frames cost more than the ones you originally bought.
I Just ... Don't Like Them!
However, if your dissatisfaction is a case of simply not liking the eyeglasses (for no particular reason), your success in getting rid of them will depend on where you bought them: optical stores have policies that vary widely. Some will take the entire pair of glasses back within a certain period of time, such as seven or 30 days, and offer you a full refund or a store credit so you can get something more to your liking. Some stores will offer a credit or refund only on the frames because they can be returned to inventory and resold, while the lenses are useless to anyone else. Other stores won't take back the eyeglasses at all unless there is an excellent reason to do so. It pays to ask these questions before forking over any money so that you know what to expect "just in case."
Insurance, Warranties and Replacement Plans
Aside from being unable to wear the eyeglasses, or being unhappy with them, the other consideration is what happens should damage occur. Here again, the policies of different optical stores will vary, and you should inform yourself of the options that will best suit your needs before deciding where to make a purchase. Some shops charge a sum - generally in the $25 to $50 range - for damage insurance or a warranty on the eyeglass frames and/or lenses. Consider what the replacement cost would be if a lens became scratched (the easiest type of damage that can occur). Does the cost of replacing one lens exceed the price of the insurance? If so, it may be worthwhile to purchase the extra peace of mind - especially if the glasses are for a child or a rambunctious adult. While some warranties guarantee unlimited replacements at no additional charge, others have a limit on the number of frames or lenses they will provide. Different policies may also charge you a small fee, or a "co-payment" charge to replace the frame or lens.
Sometimes replacement policy costs are included in the purchase price, and sometimes, the shop doesn't offer any type of guarantee at all. If damage is a big concern, then factor that into your decision about where to buy.
If You're Still Dissatisfied
If you do your homework up front and purchase your eyeglasses from the optical store that makes the most sense for you, chances are that you will have good results should you have to request a refund or exchange. But if you try to negotiate with the optical shop in good faith in order to resolve a problem and you believe that you are being treated unfairly, you are not without resources.
If you are dealing with a chain, contact the corporate headquarters and explain your difficulties at that level. If it's an independent store, or if the chain's headquarters is unresponsive, you can make a complaint with the Better Business Bureau, which will work on your behalf to try to resolve the situation. In addition, your state or local consumer protection agency may be able to help.
If you are unable to achieve satisfaction from any of these avenues, you always have the most powerful weapon available to you: you can vote with your wallet. If enough people take their business elsewhere, the offending optical store will find itself with no customers left to offend and will be forced to close its doors.
