What happens if a patient orders glasses and decides they don’t like the frame? Can we let them change into a new one?
We do not offer restyles per our Eyewear Purchase Agreement (more on this towards the end of this module). The glasses order is a custom made job with the patient’s prescription and measurements. Once the job has been started by the lab, we can only offer a 50% refund on the glasses order. It is very important to make sure that the patient is happy with their frame and that it fits appropriately when they are in the showroom with you!
Here are a couple of pointers to make sure the patient is happy with their frame at time of purchase:
Check out additional colors! The frame manufacturer websites usally have different color options online. If the patient is not sure about the color, you can show them other options!
Make sure the frame fits them relatively well. It is true that we can do adjustments when the new frame comes in, but we can’t fix everything with an adjustment! A well-fitting frame should not be too wide or pressing in at the temples; it should not have too much or too little length behind the ears; the eyes should be relatively centered in the lenses; and it should sit comfortably on the bridge of the nose.
If the patient is having trouble seeing themselves in the frame due to their prescription, have them take photos of themselves and put their glasses back on to look at the photo.
Speaking of photos, if your patient is having trouble deciding between frames, they can take photos and send them to their friends/family/spouse for other opinions.
If the patient has already purchased their glasses and is having issues with them or is unhappy with them, there are a few things that can be done.
If they are having trouble seeing, we would want to complete an Rx Triage.
If the patient says the frame is uncomfortable make sure it is not just a matter of doing a quick adjustment to help.
If the patient is unhappy with the color or pattern of the frame, we can use their warranty to order a new color if they wish. (Make sure to tell them that this would use their frame warranty if we do so.)
We always want to take care of the patient! If you have tried these various options and the patient is still unhappy/having issues, please contact a manager to help you proceed. We do not necessarily want the patient to restyle because it uses their remake for the lenses (remember, they only get one per job), but there are times where it may be necessary. A manager can help you decide how to proceed and would be the one to approve a restyle if necessary.
Remember that Eyewear Purchase Agreement form that was mentioned at the beginning?
This is a form that we have our patients sign when they purchase glasses and we go over what it includes. We try our best to inform our patients of our policies before their purchase, especially our return and restyle policies! The form is imported to the patient’s Scanned Documents if they have signed it.