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:12/03/2024

  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.

  Glasses was brought in for adjustment due to being loose on face. Adjustment was made and frame was warped and the arm of glasses was chipped/cracked making frame around lense inward. Glasses could not be comfortably worn so I brought the glasses back a different day in hopes to having another employee to adjust and fix from the previous time. This time the employee greeted me i explained that i had previously been in and what condition of the glasses. The employee said hold on let me show "her". The same employee came back with frame "arm" broken. I said this is not acceptable so she went to get the manager ***** who refused to fix the frame that she broke. The employee ***** started raising her voice yelling at me. I asked for a name and number to contact someone in charge and above her. She refused to give me a name or number to contact to resolve the problem. She offered 20% off of new frames. This is not acceptable, i should not have to pay for new frames due to the employee warping my frames and another employee broke the frame trying to fix the first ********* mistake.

  

  Business Response

  Date: 12/04/2024

  The customers glasses were over one year old.   The manufacturer has a one-year warranty   We sell additional warranties, but no warranty was purchased by the customer.  We offered the customer discount on a new frame.   The customer declined the offer.  We have signs posted stating that damage during adjustments is not covered.  The glasses were out of adjustment, which is the reason the customer came in, which means that they had been bent or worn to a point that they had stretched out.   This can cause fatigue to metal and plastic frames and cause breakage when they are Adjusted.   The customer also has the option to purchase only the broken piece.   There was difficulty in communicating with the customer because the person that was with him was screaming and shouting in the office.   The customer has options and we phoned to discuss those options but again we were unable to get past the shouting.  The glasses were bent to a point where they needed to be adjusted to be wearable so we had no choice, but to attempt the adjustment.  Unfortunately, the frame broke and the staff provided a no charge temporary repair.   We would be happy to sell the customer the piece that is broken if we can get it from the manufacturer.   We would be happy to provide the customer a discounted frame and put the lenses in at no charge.   Those are really the two options that we have to offer Because the product is out of the manufacturers warranty.   Please let us know if we can assist in anyway.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22628561
  
  I am rejecting this response because: the response is not accurate. I brought my glasses I. Originally in beginning of September to get adjusted and that is when the frame was wraped and cracked on one side during adjustment and nothing was done about it that day which was before the one year manufacturer warranty was up in October. When I brought the frames back to inquire about my options of what can be done with my glasses because I have not been able to wear them and having to only wear my contacts since brought glasses in September. I was approached by an employee immediately as I walked in, I told her I had been in previously in Sept and ever since the person who adjusted them waped them and cracked one side I have not been able to wear my glasses. The employee responded "okay, hold on a moment, let me show her" that same employee came back with my glasses broken with a temporary fix which was on the good side that was not already cracked from previous time. I asked why did they attempt to adjust when all she said was let me show her. I was not aware that my glasses was being taken back to be adjusted. I would have declined due to the experience from September getting them adjusted. The manager ***** came out and had a ugly attitude and raining her voice saying there is signs saying not responsible for damages. But nobody asked me if I wanted them to adjust the glasses. I was there asking what my opinions where not to adjust glasses that was already crack from previous adjustment in that office. ***** was very unprofessional and even 2 other customers witness this and spoke to me outside saying they was sorry that happen and she handled the situation wrong. Had this property been handled in Sept when my glasses was still under warranty I would not have to deal with this issue and would have wearable glasses. Also ***** never suggested that I buy only the broken piece. The only opinion ***** gave me was offered a 20% discount on new frames. She refused to give me a number and name of someone else to talk to about this situation she said someone will contact me. I explained to her that is the same response the other employee said on September when she warped and cracked the frame during adjustment and nobody ever contacted me so I would like a name and number to reach out to management myself she again refused to provide this information to me. I left and later did receive a call from a manager from another location which only offered me the same that ***** did 20% off new frames. I do not understand how this is acceptable when I was there in September my frame was still under manufacture 1 year warranty. Had the situation been properly handed in September and employee reached out as I was told they where going to do then I would not have been back in November complaining about previous experience and unable to wear my glasses since September and I would not had to deal with ******* ugly unprofessional attitude and I would have frames covered under the 1 year manufacturer warranty 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/10/2024

  There is no reason this staff would not replace the frame under warranty if there was damage to it, but it has to be a manufacturers defect in order for replacement to happen.   Replacing the frame under warranty when its inside of one year does not cost our company any money so theres no reason for the staff to not do that if there was a manufacturers defect.   The staff member that you were referring to did not work in that location in September or October she only recently moved to that location from our main location.   Again a manufacturers defect is the only thing that would be covered and this does not include normal wear and tear.   The screaming cursing and threatening manner in which the situation was presented is what lead to very little conversation being able to be had.   We were about to phone the police when the customer chose to leave.   We still made an offer for a discount and have been standing behind both our company policy and the manufacturers policy.   We can offer a discount on a new frame but the manufacturer will not replace this frame as defective and the additional warranty options werent purchased which allow for replacement if you can bring us the parts.   If the additional warranty had been purchased by the customer the frame would have been replaced at no charge.   There is a signed quote sheet where the warranty was declined. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22628561
  
  I am rejecting this response because: I never said ***** was who I eat with in Sept. I said another employee adjusted the frame in Sept and that is how the frame got bent inward and warped, that is not from me wearing the glasses it is from the previous employee who adjusted them in Sept. There was no cursing or threats made which I have a video to prove that. ***** raised her voice and was very unprofessional which is on recording. She refused to provide info to a person higher up to contact. She never suggested that I can buy only the broken piece and still do not have a quote on that piece. But again if the original employee who I seen in September who cracked the arm and bent my frame inward would have did the job correctly by helping me after she messed my glasses up during the adjustment I would not have had to come back and delt with *****. Also if ***** would have walked out and spoke to me before attempting to adjust my glasses then we could have avoid the problem with her adjusting and braking my other arm on my frame. The lady who greeted me never said she was taking my glasses to the back to adjust. The greeter said "let me show her" then came back with broken frame telling me ***** broke them while trying to adjust the frame and put a temporary repair. No cursing or threats was made and was definitely no reason to call the police on the customer when your staff was in the wrong for her loud voice and body language toward the customer which is on recording and 2 other witnesses. I am blown away with how I have been handled. These glasses costed me several hundred dollars and I feel that when I came in September the employee who assisted me that day should not have let me walk out with the frame in the condition she made them to be. At that point the frame was less than a year old as your company keeps bring up as if a year is a long time but in September they was for sure less that a year old and your employee cracked them and made the frame bent now your other employee adjusted them without speaking to me first and broke the other side and I'm told well they are a year old frame as if after a year they are no good. It seems to me your company don't want to help me and make the issue right. Instead you want to stand behind wrong doings of your staff when. Your staff needs corrected. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/18/2024

  We feel that we followed our protocol for adjusting frames properly.   Once a frame has been bent or worn for a year there is always a risk of breakage.   We do our best but sometimes things break.   Our only alternative is to not work on anything that might break and this doesnt help the majority of our customers.  We apologize for the issue but we dont have a purchased unconditional warranty or a manufacturers warranty to fall back on in this case.   We can sell a pair of temples at a discounted cost if they are available or we can discount a new frame.   We are sorry for the inconvenience.   

• Initial Complaint

  Date:04/17/2023

  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.

  I was refused my appointment on 4/17/2023. The manager ***** told me that I couldnt be seen unless I had a check for 418 dollars for a pair of glasses that i never received from 4 years prior. I had ordered 2 pair of glasses, picked up my first pair and when I went back to get the 2nd pair they said they had been returned. I later realized that they had reported the balance to credit bureaus. So it was also on my credit report for an item that I never received. Ive been to multiple appointments since then and all of a sudden now they are refusing service to me because they want funds for a pair of glasses that I still cant cant! ***** was very rude to me and smart and basically said she didnt care that I couldnt afford to pay that amount today. They did not try to work with me. I cant afford to pay a lump sum amount, and I shouldnt pay anything for products that I will not receive. This is so stressful because I had to take off work for this appointment and Ive been wearing the same pair of contacts for months! This is harsh and cruel punishment.

  

  Business Response

  Date: 04/18/2023

  This patient phoned the office & didn't have the funds to pay for the visit that she was scheduled for. She only had $10 & upon looking into her insurance, her copay would have been $50. We were unable to see this patient, since it was not a health emergency. In regards to the glasses, there is a small balance on the glasses that are in the patients possession. As well as, a open balance on the pair the patient did not pick up. We have those lens available for the patient to pick up if we receive payment. And while this prescription is old it is a custom product our company had to purchase these lens for the patient & have been available for pick up since 2020. So we must collect since we purchased the lens and the patient has not picked them up and paid for them. All of the amount is not only the glasses but also insurance deductibles that her medical insurance has put back out to her when we have seen her for health emergencies in 2022. We also have not received payment on. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19944886
  
  I am rejecting this response because:
  
  I called to see how much I needed to pay before I arrived to the appointment, I stated that I had to stop by the bank. That was the whole point of me calling. ***** said that my glasses were not there, she also said that they dont keep glasses on hand for 3 years. The glasses were not there when I went to pick them up, they returned them to the manufacturer so that is not true. This company should not be charging customers for items the did not receive yet alone reporting it to credit bureaus. Im was trying to pay towards the balance from 2022. Why wasnt this an issue before, Ive been seen multiple times since then. Im very upset and feel discriminated against. It was a medical emergency because I do not have contacts or any glasses. I cant see and have to navigate to and from work. This was an inconvenience for me because I lost money and took off of work to go to this appointment. They told me not to come if I couldnt pay the 418 balance. I had money to pay the minimum of 50 dollars or more if needed.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/19/2023

  I would like for the case to be reopened and to speak with a live representative. Im unsatisfied, this company has told lies. I want these comments to be removed from my credit report and I want the balance for the glasses dissolved. ***** falsified everything in her statement and this is bad business. They shouldnt be allowed to charge customer for goods they cant receive. People in the area always have issues with this companys billing. 

  

  Business Response

  Date: 04/20/2023

  No statements were falsified.  Lenses that are charged are at the office and have been awaiting pickup.  No communication has been made with the credit collections company disputing the charges.  There are additional charges open at our office as well.