Complaints

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• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising 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.

  Two months ago, I bought a pair of glasses for $535 at their Artesia store. I used the exact same prescription I had two years ago, with the same High Index 1.60 lenses. The size of the new glasses was almost identical to my old pair, so I expected the thickness of the lenses to be similar as well. However, the new glasses are noticeably much thicker.I returned to the store, and the manager, ****, agreed that I could switch to a smaller frame, which might make the lenses thinner. I agreed and chose a different frame. **** also told me that they would reserve the second frame for me and order a third frame in the same shape but a different color so I could compare and choose. I really appreciated his help at that point.I called the store every week to check if the third frame had arrived, but each time I was told, "No." Finally, five weeks later, the third frame arrived, and I went to the **********'s where things went wrong: The second frame they had reserved for me was gone. It seemed like they had sold it or misplaced it. So now, I only had the third frame to look at, with nothing to compare it to. I asked what the next steps were, and the staff didnt seem to know. No one offered a solutionthey gave me an answer like "It is what it is."At this point, I had paid $535 and had nothing to show for itnot even an answer or a solution. **** wasn't at the store today, so I asked the staff to have him call me back. 4 hours passed, and still no *********** at a loss for what to do. I feel like Ive been scammed out of $535. I need the money to be refunded.

  Business Response

  Date: 11/22/2024

  To Whom It May Concern, 

  The day that *************** came in on Sunday, 11/10/2024. Mr. **** wanted to talk to the manager and requested a call the same day. Whoever helped Mr. **** that day tried to explained the manager was not working that day but would be able to get a reply the next day.

  The next day 11/11/2024, someone from the management team was able to call Mr. **** back and explained the situation and what could be done. Mr. **** was aware with the solutions and the explanations. The glasses were being re- measured and remade.