Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four weeks ago, the connection spot between the bridge and right rim of my glasses had a crack, I sent it to this store to weld it. The glasses repair man, ****** did a terrible job. He didn't weld the cracked spot properly but left excessive solder at the rim, which looks awful(pic 1). The left connection spot had been welded in *****, that was a wonderful job, the welded spot can hardly be found. In order to cover his bad job , ***** smeared solder at the left *** where I didn't ask him to do any thing, made it ugly and damaged the rim(pic2). I asked him to fix it , he screamed at me and spoke course language. His receipt even doesn't have a date on it (pic 3).

  Business Response

  Date: 31/03/2025

  Dear Mr. ********* and Better Business Bureau team, 

  First of all, I see in your email the **** **** is the handler. She is not working with Total Eye Centre Optometry. In reality she never worked with this business. Her father was partner  here previously but he passed away in December 2019.

  Regarding the complaint about repairing the glasses that was done by the repair person, the glasses had a poor quality and as you see in the complaint email it was repaired/ welded one more time in the *****. It was a used cheap quality frame that even as a brand new one does not worth $500. We will try to contact the complainant early next week on Monday or Tuesday. He could buy the same frame and bring the invoice to the office and because the frame was used and welded one more time elsewhere previously, our repair technician is ready to compensate for him by paying half of the price of a new frame, (same frame) as a gesture of good faith. 

  Best regards,

  Total Eye Care Centre Optometry

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23058424
  
  I am rejecting this response.

    The brand of my glasses is MITO COLLECTION ( pic 1), which is a good brand of high quality. The frame is made of titanium(pic 2)and the lenses are good quality photochromic glass. I paid $280 for the glasses, plus $130 shipping and $90 prescription(in *********). The crack is due to the heavy glasses and careless handling. This model is discontinued.
     TOTAL EYE CAREs(TEC) second email stated that the repair person ***** had told me the risk, that is a lie. I got *****'s business card from ****** and called him for the price. He asked me to bring the glasses in, after a quick look he told me "$50". That's it, he did not mention any risk at all!  Because of his age, I thought he must be experienced, but it turned out to be a nightmare. After I patiently pointed out his awful job and asked him to fix it, he lost his temper, threw a lens on the table and screamed at me," you drive me crazy."
     Such a simple and easy job has risk? If he tell people that, nobody will let him do it.
     Pic 3 shows what the left side looks like before the damage. It was a wonderful job, did not have any cracks.
     I request ***** get a pair of the same brand or similar glasses for me, because he damaged it deliberately.
    Or pay me $500.
  
  
  Sincerely,
  
  Xiao *** **

  Business Response

  Date: 08/04/2025

  Dear Mr. ********* and BBB team
  Dear Mr. **** *** **,
  As mentioned in our previous email, we sincerely regret the negative experience Mr. **** *** ** had regarding the repair of his glasses.
  In your message, you noted that resolving a complaint requires both parties to move from their current position to a middle ground. We agree with this approach and appreciate the opportunity to find a fair resolution.
  Mr. ** has stated that the frame brand is now discontinued. This means that even if an identical frame were found, its market value would be significantly reducedtypically around 50% less than a comparable new frame. Additionally, the original frame was used and had visible cracks that had been previously repaired. It is generally understood that the value of such a frame would be considerably lower than that of a brand-new, unrepaired frame that is still in production.
  Although we do not carry the **** COLLECTION brand, ***** is happy to offer Mr. ** a similar new frame as a goodwill gesture. We invite Mr. ** to visit our office on either Wednesday, April 9, or Thursday, April 10, between 12:00 to 2:00 pm to select a replacement frame.
  
  At that time, he will also be asked to sign a form confirming that he is discontinuing his claim.
  Please let us know which date works best for him.
  
  Thank you,
  
  Total Eye Care Centre Optometry

  Customer Answer

  Date: 14/04/2025

   
  Complaint: 23058424
  
  Dear Mr. ******** ********* and Better Business Bureau team, 
    I am rejecting this response.
    There is  shocking news! 
    Before I left my glasses to ****** I had asked him, if his welding is solder or laser. He replied, "laser.  Last Wednesday, I took the  damaged glasses to a specialised in eyeglasses repair shop. A technician there checked it, then told me, "It is solder welding, not laser, because the laser doesn't burn."
    ***** cheated!  
    The damaged glasses are made of high quality titanium and photochromic glass, they will not wear out. With right handling, it will last forever. For example, If someone breaks a window of an old house, he has to pay 100% for a new window, not 50%. 
    The model of my glasses is discontinued, but MITO has similar models. I paid $280 for my glasses in *****, it's hard to evaluate it and get an equivalent one in *********. Meanwhile, photochromic glass lenses are not available in ********** 
    Since ***** screamed at me, it has been a nightmare to me, I can't sleep well. I don't want to see him, talk to him, have any contact with him, because I don't want to be hurt more.
    I don't want to have any contact with TEC(Total ********* either, because their emails are full of insults and lie, such as "cheap", ***** *** **", "in the *****". I don't want any product from TEC, I don't want to be fooled and insulted a second time.
    Eyeglasses business makes high profit, even if I pay 50%, they still make money.
    I request ***** buy a pair of glasses of the similar model from ****, that is for his money's sake, he can buy it "cheap", then send it to the BBB office to avoid potential conflict. 
    In fact, ***** works for TEC and makes cash from walk-in repairs for himself. 
  
  
  
  Sincerely,
  
  Xiao *** **