Dispensing Support Guide for Consumers

In the UK as spectacles are classified as a bespoke item, there is no right to cancel following placing your order; you would be reliant on the practice’s goodwill or any internal policies they may have in place.

The OCCS are aware that when making the decision to purchase new spectacles, all the options and choices put in front of you can seem slightly overwhelming, resulting in forgotten questions or requirements that lead to post-purchase regret.

The OCCS have put together some tips to help ensure you do not have any buyer’s remorse and are 100% happy with your order at time of purchase.

Research:

81% of retail shoppers conduct online research before buying- 74% of people search optical goods prior to purchasing. (figs taken from https://www.invoca.com/uk/blog/retail-marketing-statistics)
By conducting this research, consumers are more prepared for the costs they potential face and are happy to accept within their budget. This eliminates cost-related surprises and having to comprise mid-order, to keep it affordable.

Comparing frame & lens choice availability and their associated costs also helps to ensure you are attending the best place for your order.

The OCCS strongly suggest always balancing the pros and cons of potentially ‘cheaper’ alternatives/dispensing at an alternative practice (see this OCCS blog for more information)

Before settling on your new frame why not bring along a friend or family member to help browse the selection of frames to help ensure you are happy with your frame choice and final look?

Ask Questions

It made sound like an obvious one, but always ask if you are unsure.

While there is no research on an exact percentage of people who don’t ask questions when making a purchase, it is known that a significant portion of consumers don’t ask questions, and this is often due to a variety of factors. Some may not ask because they are not comfortable, unsure of what questions to ask, or have a feeling of time constraints/rushed pressured into completing the sale quickly. Others may avoid out of fear of potential conflict or appearing ‘demanding’ or may simply be satisfied with the information already provided.

Researching beforehand should equip you with the confidence of any questions you may need to cover.

Practices are equipped to share recommendations and support your choice making – if you ever feel they may be ‘restricting’ your choices, we always encourage you to discuss the why as there is generally a clinical rationale behind this.

Confirmation

Before the practice hit the ‘GO’ button on your order, it’s a good idea to recap your order in full:

• Frame design/Lens specification and prescription and the expected delivery dates as may practice only have a small window of time to amend or cancel (if any at all) before no adjustments may be made.

If you are not comfortable completing the purchase for any reason, communicate this and do not proceed until you are.