My Bumpy Journey with JINS Glasses Warranty
A chaotic experience trying to claim warranty at a JINS store in Japan.
In the latter half of this year, I ordered two pairs of glasses consecutively from the JINS official website. They were fine for daily use, but I felt the prescription wasn’t quite strong enough in certain situations—especially when driving, where road signs looked a bit blurry. I remembered JINS offers a warranty service that allows for two free lens changes within six months (I chose JINS largely because of these reassuring after-sales services). So, I went to an eye clinic to get a new prescription with better clarity, planning to dedicate one pair specifically for driving.
Preparation
Before heading out, I checked the official website. I met the requirements (prescription not suitable), and it stated I could go to any physical store for the service. So, I grabbed my glasses and my new prescription and set off.
I didn’t expect to face a series of hurdles. It was truly a rollercoaster ride.
Obstacle 1: The Paper Warranty
When I arrived at the store for the first time and explained I wanted to change the lenses, they asked for the Warranty Certificate.
I initially thought they meant the receipt. I told them I bought it online, and the system should have the purchase record and shipping proof.
The staff replied that online orders come with a physical Warranty Certificate (a piece of paper). Without that specific paper, they cannot provide the service1.
I asked, “The entire shopping process was online, why do I need a paper certificate?”
(The staff mentioned that if you buy in-store, the warranty is automatically registered to the JINS app).
I froze. Why on earth does online shopping require a physical paper warranty? 😂
This undoubtedly increases the difficulty of claiming warranty. If I had thrown that pile of papers away at the start, I would have had zero warranty coverage.
So, for the first attempt, I had to go back home.
Obstacle 2: The Prescription
A week later, I stopped by a different JINS branch on my way home from work. This time, I handed over the glasses, the new prescription, and the paper warranty immediately.
Just when I thought everything would go smoothly, the staff calmly asked, “Did you use an eye clinic prescription when you made the first purchase?” I thought to myself: I ordered on the official website and entered the degree manually. You can’t possibly know if it was from a prescription. Is there a place where I uploaded it? Did I forget?
But since I did actually get a prescription and entered the numbers from it, I honestly answered “Yes.”
I later learned from the staff that if you say you used a prescription the first time, you are required to provide a new prescription to change the lenses. If you answer that you didn’t use one (i.e., you just chose the numbers), then for the second time, you can simply tell them the new degree you want.
This undoubtedly adds another layer of difficulty (and cost), because getting a prescription from an eye clinic costs about 1,000 to 2,000 yen.
Allowed, I had prepared the prescription for this trip. If I hadn’t, and had been guided to answer “Yes” to the initial question, I would have been turned away for the second time.
Obstacle 3: The Tinted Lens Check
Since I had ordered tinted lenses (transition lenses)2, the staff immediately said they needed to call the eye clinic to confirm if this prescription allows for colored lenses. Apparently, doctors don’t always specify if a prescription is safe for tinted use.
It was around 6:00 PM. The staff said the clinic might be closed, so I might need to come back tomorrow so they could call.
I was about to freeze for the second time. Facing the prospect of a second rejection, I immediately pulled out my clinic registration card and saw they were open for another 15 minutes. I quickly told the staff and urged them to call right now. I sat in the chair waiting (thankfully the store was empty), worried sick that I’d be told I needed to go back and get a specific “tinted lens prescription.”
Fortunately, the clinic said it was absolutely fine. The process continued.
Obstacle 4: The Wait Time
I don’t know if my prescription is too strong, but both stores I visited said they didn’t have the lenses in stock. It would take a week to arrive. So if you can’t wait a week, this is yet another hurdle. In my case, since I had a second pair of glasses, I just left this pair at the store. If I didn’t have a backup, I would have been in trouble again. I wonder if they could have ordered the lenses first and let me come back later to swap them?
Summary
I consulted the staff later. If you entered the degree yourself for the first purchase (meaning no prescription was involved in the record), and you don’t show them a prescription the second time, you can just tell them the numbers you want. They said this is because “the customer decides and takes responsibility.” But if they see a prescription, they can’t let you manually override it. 😂
So, if you want a smooth and simple warranty journey, it’s best to do the following:
- Keep the physical Warranty Certificate.
- If you bought online initially, say you didn’t use a prescription.
- Write down your desired degree on a piece of paper beforehand and say “I want to change to this.” (This avoids the prescription issue and prevents them from finding random reasons to turn you away).
One More Thing
When checking the frames, they look at a code printed on the side of the temple arm. But that code fades and disappears over time with wear! Fortunately, this frame was new and barely used, so it was still faintly visible. I wonder if they would refuse warranty if the code had rubbed off entirely? I guess there are many more hurdles I haven’t encountered yet. I’ll report back next week when I pick up the glasses.