Complaints

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• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I do not recommend for glasses. The first pair I received ($505 out of pocket and about a month to receive) were the absolute wrong Rx. They were progressives, and I could not see out of any portion of them. Not near, mid, or far. It was like someone smeared chapstick over them, they were so blurry. They convinced me that i had to take them home and try them anyway, because they said they had to make sure my eyes wouldn't become accustomed to them?! I did, against my better judgement. i tried one day, from morning on, but tripped over things, got dizzy and sick and just couldn't see. they finally agreed to return them, thinking it was because i couldn't do progressives. whatever. IT WAS THE WRONG PRESCRIPTION! We agreed on just doing bifocals. It took about a month to get them back, and since we had moved, to the lower 48, they had to be shipped. The bifocal line was way too low. When i called, the gentleman said to either send a pic of my face in so they could try to measure, or to go to a local eyeglass place to get measured and to call back with the measurements so we could send them back. I did as requested and found a place to measure and called back and left a message to give the numbers. When i next spoke to them, i was informed that it would now cost me ANOTHER $195 , which was "my half" of what would be charged by the lens maker! What?! This is total BS considering the mistake was not mine! I also took those SAME glasses to a reputable optician here, who is sending them in to ***** for the exact same but correctly placed bifocal lines .... FOR ONLY $205 total. ( that's TOTAL! Not my "half"!)

  Business Response

  Date: 11/14/2024

  Hello:)  I apologize for the disagreement.  I recommend reaching out prior to these messages. Our goal is for you to see clearly. With the travel aspect of our clinic things tend to take longer. It is typical for glasses to take 2 weeks for adaptation. Usually I recommend seeing us the next time we are in town to see our doctor to ensure things are correct. Moving makes it more difficult, especially with customized lenses.  Our glasses do cost most than some, because we believe in offering high quality.  If budget is a concern, we do have less expensive, package options that sometimes are harder to adapt to.  At this point, I am not sure how to remedy this, but if you have further suggestions please reach out. I am discussing with my team so we can be better on handling these situations in the future.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22397637
  
  I am rejecting this response because:
  ****** ***** hi there.  Let me be clear.  I came in to the office the first time in plenty of time before i left. 5 ish weeks before.   AND told them i was moving,  and made sure they'd be done in time. I have reached out patiently both times they came back wrong. 
  I have done everything that was asked of me, even when it didn't make sense to do so.  Such as,  "...take the glasses home IN CASE you can see out of them later, so we can tell the lab you tried them for a whole day. " when they were extremely blurry in every distance. They were progressives and i could not see near, mid or far. This frustrated me, but I'm a pleaser so i said ok.  I gave it a try. It didn't work.   I had to alter my plans to return these to you. I never should have let him make me take them home to begin with. At this point i said forget it,  just do bifocals, thinking that's easier, even though i paid for progressives.  They should have been done correctly the FIRST time.. .  It is not my fault there were 2 back to back mistakes.  When i called in about the second pair,  the first guy i talked to was very nice and said we could return them and to either take a picture of my face straight on so they could try to measure them that way,  or go to a place down here to get measured and call back with the numbers.  I did the second so it would be correct and no guesswork. I was thinking that would save hassle for y'all,  and i was willing to wait patiently... and when i went to give the numbers,  the second guy i talked to (i think ******) was rude and said i had to pay for sending them back the third time, then changed it to i had to pay to send them back the second time.  I asked for clarification,  repeated back what he'd said so i could be clear in understanding that i paid $505 out of pocket,  on top of what my insurance paid,  only to have glasses that had a bifocal line that was sooo low i had to tilt my head back to see out of them! I told him that i was NOT HAPPY. 
  I guess he was hoping that I would just go away.

  I would like a partial refund in the amount it cost me to send these glasses in to get fixed with another provider.  $205
  Sincerely,
  
  *** *****