Complaints

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• Initial Complaint

  Date:24/01/2024

  Type:Product 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.

  2023-09-14 I attended an optometrist and contact lens fitting. I made it clear that I had been struggling with the contact lenses opticians had been giving me to try. I found that contact lenses made my astigmatism much more pronounced. This is text and some images are not sharp and may appear with ghosting/shift of the text.
  
  I had the eye exam and then was supplied with some contacts. These contacts were not much different then what I had previously tried. I had hoped for something different. I was given another set to try and I said I'm still finding it difficult to gain vision with the lenses.
  
  In November I was given a new right eye lens. This lens contained astigmatic correction. Upon using it I found it made a huge positive impact. Text was sharply focused in my right eye. I let them know that this was what I was looking for. A few back and forth messages and they agreed to order a left eye lens with astigamitsm correction. That was the week of Dec 18th. Now January 23rd I finally was told my left eye lens was in.
  
  Upon arrival I was given a single lens. One cannot adequately test with one eye. You need two lenses to be able to determine if they will work or not. A lens only lasts one month. They didn't even supply a spare.
  
  I was sent a message that they issues a prescription which fails to include the contact lens prescription nor was I able to test the lenses.
  
  I made it clear from day one I needed something to help with my astigmatism. The optometrist mentioned during my eye exam that I am particular sensitive to even a slight difference. Most people can't perceive a difference of .25 of astigmatism but I can.
  
  I was never told or provided information about the fitting process beyond if you have issues let me know and we can adjust things. I'm upset because the optometrist did not listen to my initial concerns and experience. Only after pressing did she allow me to try an astigmatic lens. Which works but I need to confirm prior to ordering more.

  Business Response

  Date: 01/02/2024

  Dear ****,

  
  Thank you for reaching out and expressing your concerns regarding your recent experiences with our services.

  After reviewing the case thoroughly, I'd like to provide a summary of the events:

     - On September 14th, 2023, you had a comprehensive eye examination ($125) and a multifocal contact lens assessment ($60).
     - Subsequently, you requested multiple revisions, and our team as well as myself accommodated your requests, providing multiple diagnostic lenses.
     - In late December, you requested another revision for your left eye, and I confirmed the revision and ordered the appropriate contact lens. At that time, it was communicated that additional revisions would require a separate appointment, to which you replied, "ok thanks."
     - Upon the arrival of the lens in January, you first picked up the lens and then requested an additional lens for your right eye. Our staff informed you there would be a fee for future diagnostic lenses, as clearly stated in the email from December.
     - Following this, you expressed dissatisfaction with our services and requested a refund.
  

  The contact lenses you received have a retail value of $110.25, and the specialized ********* ***** Multifocal contact lenses incurred a $24 shipping fee. Considering that you have utilized the contact lenses over the past three months and have had access to the intellectual property of said lenses, we regret to inform you that the requested refund is denied.

  As a resolution, we can offer a copy of your prescription and waive the administrative cost for transferring your records to a future optometric provider.
  

  Kind regards, 

  **** ******