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Business Profile

Optometrist

Desert Family Eye Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    There appears to be confusion regarding the timeline. When I initially purchased the glasses, I was not informed that 1.67 index lenses would be used. I was specifically told that the thinnest lenses available would be provided, and the invoice I received on Jan 2, 2025 indicated 1.74 index lenses were used. Upon collecting my glasses, I discovered they were extremely thick and heavy and I could barely wear them. Only then did the staff reveal they had used 1.67 index lenses instead of 1.74, citing drilling issues as the reason for the substitution. They offered to remake the glasses with a different frame. When I expressed concern about whether a second pair would resolve the issue, the staff stated they would offer a refund if the replacement pair also proved unsatisfactory. However, they never offered to refund the initial pair, despite it being completely unusable for me. Throughout this process, the staff displayed impatience and unpleasantness. I felt pressured into selecting a second frame. 
    I was out of town last week and only recently realized that the second pair of glasses is with the business. Considering their previous response, how they placed all blame on me, and their continued impatient treatment, I have serious doubts about whether I will receive fair treatment regarding the refund of the glasses.

    Business Response

    Date: 03/05/2025

    As you can see from the *** receipt the index thickness of the lens say 1.66 not 1.74. It is very ahrd for the lab to drill a 1.74 and i told her this. When she came to pick up the lenses and could not wear them i made alterations and had the lab remake the lenses, she still did not like the lenses as i did have to decrease eye size to thin them out. She has a VERY high rx. When she did not like the second pair i asked her " would you just like a refund?" she stated no and proceeded to pick out a new frame. I have had the new frame and lenses in store as of yesterday. Since i asked her if she wanted a refund before i did a whole new pair of glasses i can give her a 50% refund if she wants that. 

    Business Response

    Date: 04/07/2025

    We are truly sorry that you had a bad experience in our office.  We are commited to providing a comfortable, caring, and friendly environment.

     

    You expressed your dissatisfaction with the glasses.  Unfortunately, the frame that you chose originally was not optimal for your prescription (shape and size).  In addition, the optical laboratory was unable to drill in to 1.74 lenses because they will crack.  They went ahead and manufactured 1.67 lenses (the highest index that can be drilled).

     

    We didn't force you to choose another frame.  We did it as a courtesy to please you.  We weren't withholding your refund.  We gave you a solution.  When this didn't make you happy, we refunded your money.

     

    Again, we're sorry that you had a bad experience in our office.  

    Customer Answer

    Date: 04/10/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business had already issued the refund. Appreciate your help and the businesss quick response.

    Regards,

    Kelu Yin

     

Desert Family Eye Care is NOT a BBB Accredited Business.

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