GROW YOUR SHOP

Handling customer complaints and remakes in an optical shop

Published 7 October 2026 · 1 min read · By Vidya Yadav

Three pairs of metal eyeglass frames displayed on cream blocks

"These glasses aren't right" is the complaint every optician hears. Handled well, it builds more trust than a sale. Handled badly, it costs a customer and a review. Most cases follow a few predictable causes.

Step 1: listen and check the obvious

Ask exactly what is wrong: blurry far, blurry near, headache, dizziness, distortion at the sides.
Check the glasses on a lensmeter against the prescription.
Check the frame fit: tilt, height on the nose, distance from the eyes.
Measure the PD and, for progressives, the fitting height again.

Step 2: common causes

Symptom	Common cause
Blurry at distance or near	Power different from the prescription, or right and left swapped
Eye strain, headache	Optical centres in the wrong place (PD), or a large change from old glasses
Blurry sides with progressives	Normal at first; or fitting height or frame tilt is wrong
Floor looks curved or tilted	New astigmatism correction or axis change; usually settles in days, or an axis error

Step 3: decide clearly

If it's a shop error, apologise and remake it quickly at no cost.
If it's adaptation, explain what to expect and give a clear date to come back.
If the prescription may be wrong, refer the customer back to the optometrist or eye doctor.

Preventing remakes

Double-check the prescription when entering the order, and again when the glasses arrive.
Measure PD and fitting height with the chosen frame adjusted on the face.
Explain adaptation at the time of sale, not after the complaint.
Keep the full order details so remakes match exactly.

Opticdigit saves the eye power, lens and frame on each bill, so you can see exactly what was ordered when a customer comes back with a complaint.