CAUTION
CAUTION, especially if there is any chance you may need to cancel your order.
My experience with Vision Centre LynnMall was extremely disappointing.
I selected a frame and paid for prescription glasses. Within approximately 15 to 25 minutes, I called to cancel the order after deciding not to proceed.
Instead of dealing with the cancellation reasonably, I was first told they were not obliged to refund me because I had changed my mind. This was despite me cancelling almost immediately after payment.
What followed was even more frustrating. I was told that the refund could not be processed at LynnMall and that I had to physically take my payment card to their Botany store to receive the refund.
I live in West Auckland. This meant driving from West Auckland all the way to Botany and back, taking me approximately two hours in total, simply to have my money refunded.
So customers should be aware, based on my experience, that even if you purchase and pay at LynnMall, you may be told you have to travel all the way to Botany if a refund needs to be processed.
I was also told by Vision Centre management that the owners live in Australia and operate optometry businesses there. This was particularly surprising because Vision Centre’s website presents the business as “local and independent” in New Zealand. Their published terms also contain references to Australian Consumer Law, which added further confusion about exactly how this New Zealand operation is structured.
I am not criticising them simply because I found a comparable option elsewhere for around $240 less. Every business is entitled to set its own prices.
My one-star review is for the customer service and refund experience after I decided not to proceed.
Cancelling within minutes should not turn into arguments about whether a refund is required, changing explanations about Australia, and then a two-hour round trip across Auckland just to get the refund processed.
I have now raised the matter formally with Vision Centre management and copied the relevant shopping centre management and consumer authorities.
My advice to other customers: be very careful before paying. Ask in writing what happens if you need to cancel, where refunds are processed, and whether you will be required to travel to another branch to get your money back.
For me, the way this was handled was completely unacceptable customer service.