The College of Optometrists

Is it reasonable for a customer to demand a refund for varifocal lenses which he has been using for over 3 months because he claims they are too thick?

Not really. Was the Px advised that the lenses would be thick? Where I work, we usually note down that the Px was advised to go for thinner lenses for example so that if they were to come back then we would say that it was offered. If the Px is a loyal/longstanding customer, you could consider going halves with him. Some manufacturers will however give a 90 day lens comfort guarentee.

Did the px complain at the time of collection that they were thick or is this the first complaint?? They may have decided they don't like the frame, or seen an offer they want to take up elsewhere, and have decided to complain about the thickness in order to try and get a refund!!!

I wouldnt refund on the grounds of a dispense problem-I know the Varilux Gaurentee only covers non-tol px problems. Besides if px is so unhappy that he wants a refund they should have discussed concerns on collection or at least return a little sooner!! I bet his buddy "got these lenses really cheap down the road,and their thinned down" without having a clue!

thanks for the feedback, the Px was told that the lenses would be thick and he didn't complain at collection, in fact he was very happy at the time.

We did offer to upgrade to thinner lenses but he is not prepared to pay for the difference (ie not the full cost of new thinner lenses).

I agree that he probably saw a cheaper deal somewhere else !! I wish him well!!