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Business Profile

Optical Goods

Simcoe Optical

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:30/01/2023

    Type:Customer Service 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.
    On Jan 17, 2023 my husband and the owner of the optical agreed on eye glasses progressive ******* ******** with authenticity card from ******* and my husband paid $200 deposit. My husband decided to order his glasses here cause the owner seems nice and he said “he is a man of honour, he will do want he say”. We have option to buy at ******* they have promotion of buy 1 take 1 which will end Jan 18th. We called the optical Jan 28th around 10AM to follow up if the glasses is ready for pick up. The lady you answered the phone said it will be ready for pickup at 2PM. We call the optical again around 3:25PM to make sure that we can pickup the glasses and the lady who answered the phone confirmed it. We arrived at the optical and the owner said the frame was damaged and he need to reorder it. Then they show to my husband the authenticity card, my husband noticed that the ******* was E-Series. He asked the owner why it’s E-Series, the deal they closed on Jan 17th was X-Series, then the owner say he decided to get E for my husband because he saying that was my husband last lenses. Why he didn’t keep his word for the X-Series? The owner keep saying E and X are the same. My husband told the owner they are not the same. X is the highest end of ******* progressive lenses, top of the line. The owner said, how did you know that E and X are not the same. We told him it was in ******* website then my husband mentioned to him what is the difference of E from X. To our surprise the owner just said he will returned the $200. He returned the money but all those expectations that we will get the glasses that we are expecting just got all lost, we wasted our time and effort dealing to this optical. We also lost other opportunity that we have to get glasses at ******* because this optical owner gave his word to my husband but eventually just change his mind because he will not earn a lot on our deal. Is this how you deal with your customer? **** ** ** *********** *** *************

    Business Response

    Date: 13/02/2023

    TO WHOM IT MAY CONCERN

    WHEN THE CUSTOMER ORIGINALLY CAME IN, HE SAID HE GOT A REFUND FROM ********** BECAUSE THEY WOULD NOT PROVIDE HIM WITH AN ID CARD FOR THE LENSES.  HE SAID HE WANTED ******* ******* LENSES WITH AN ID CARD.  WE HAD NEVER ORDERED THESE LENSES BEFORE BUT WE DID SOME RESEARCH AND ORDERED THE ******* LENSES WITH ID CARD FOR HIM.  THE LAST TIME HE CAME HERE IT WAS HIMSELF AND HIS WIFE.  THEY STARTED TO TELL US HOW TO DO OUR JOB AND TO MAKE ADDITIONAL DEMANDS ******.  WE DECIDED TO REFUND HIS MONEY, WHICH WE DID AND ASKED HIM TO SEEK SERVICE ELSEWHERE.  

    Customer Answer

    Date: 16/02/2023


    Complaint: ********

    I am rejecting this response because:

    Me and my husband are not ****, we are upset because the business didn’t deliver want we agreed upon which is ******* X Series lenses top of the line. The owner of the optical is mixing the actual facts happened, yes we had initial transactions with ******* that we did a refund happened before December 25. After the holiday we continue to search where to buy the glasses of my husband. We went again in ******* in Oshawa wherein they have buy 1 take 1 promo wherein they give us quote on a white paper how much is the price. Then we went to Simcoe Optical to check if they can give us ******* X Series and the owner confirm. That’s why we didn’t go back in ******* since we closed the deal at Simcoe. 
    It seems the business owner didn’t know the difference of E and X series, he keep saying they are the same but they are not. We researched want we want that’s why we know the difference of E and X series.
    We want the business to give us the ******* X Series lenses with frame at the price we agreed upon. Since we already lost our buying option with *******.
    The owner also requested us to pay cash instead of credit card which we agreed.


    Sincerely,

    ****** *********

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