Several customers have felt cheated and consumers have sent a number of complaints. Now the optician giant Synsam is criticized by the Swedish Consumer Agency for misleading and insufficient information regarding its subscription agreements, reports the Siren news agency.
The Swedish Consumer Agency believes that customers do not understand that the glasses are only rented or that the binding period is extended if you change pairs of glasses. In addition, there are gaps in the information about how much it costs to buy out a pair of glasses after the rental period has ended.
The answer by Synsam
According to the Swedish Consumer Agency, it is presented as if an annual change of glasses is included in the original agreement without the extended subscription period being mentioned.
Now the Swedish Consumer Agency expects a statement from Synsam about how, above all, the information from the shop assistants is to be clarified. The response must have been received by the authority by 31 May 2024 at the latest.
Jenny Fridh, communications manager, believes that it is clear from the customer’s agreement, in their terms and conditions and also in the customer meeting that the subscription is extended when the product is changed. In an email to TV4 Nyheterna, she responds to the criticism.
“We work continuously to improve our service and try to be as clear as possible about the subscription throughout the entire process, both in store, on the website and via follow-up emails. Unfortunately, misunderstandings occasionally arise and we always want to resolve it directly with the customer. From our side, it is of course a failure when a customer turns to a consumer organization with a complaint. We take it seriously and follow up and work on continuous improvements,” she writes.