Analysis of the increase in optical complaints
From April 2008 to March 2009, the number of complaints to the Optical Consumer Complaints Service (OCCS) reached 2,479, which was 35% higher than the figure in 2007. This increase in complaints has been revealed by the optical watchdog’s annual report, which was published last Friday.
This nearly one-third higher number indicates that more and more customers have difficulty dealing with optical practices. These reported complaints include ‘buy one and get one free’ offers, failure to require prescriptions as well as refusal by eye doctors to measure the interpupillary distance.
These complaints were made through different means, that 43% of the total 2,479 cases were received by letter, 9% by email and 48% were reported through telephone.
The OCCS has also pointed out that some of the resolved cases have also been recorded, which collection method is different from that in 2007. In this case, the 35% increase in complaints could not actually reflect the real condition. Even the watchdog has admitted that this figure should not be considered as an indication of deterioration in optical standards.
As an administrator of OCCS, Richard Wilshin thought that the increased number only indicated that more people were resorting to the OCCS. Those people just channeled their complaints elsewhere in the past, so that the increase of complaints as a whole in the industry may be not true.
Wilshin also suggested that customers should keep greater awareness of the literal interpretation while taking advantages of offers. Some complaints actually came from improper expectations kept by customers. They expected to get the free frame with the same quality and price as the one that was to be paid.
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