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Business Profile

Optometry

Atelier Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

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 status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered 8/1/24 at **************** business Atelier Optica. Glasses were promised for delivery by 8/11/24. Glasses were delivered with incorrect lenses three times. I still have not received the correct lenses as of 12/22/24. The business is no longer responding to my calls or emails. I have attempted to contact them over ten times in the past two weeks. In my last communication with them, they stated that their physical location was temporarily closed. Because of this I mailed the glasses back- **** tracking confirmed that they received them.Furthermore, I was fraudulently overcharged for the eye exam and glasses. They stated that they billed my eye insurance but then they also charged me full retail price (the same amount it would have cost me without insurance). I verified that they are still listed as a provider in my network and they told me they billed my insurance.Because of this I was forced to pay full retail price for a new eye exam and new glasses at another optometrist. I could not use my insurance because Atelier said they had billed my insurance which means it had been used up for this year.This gross negligence is senior medical and financial abuse. Ive overpaid for medical devices I didnt receive and I am left disabled as a result. I have not been able to see properly for almost 6 months and it has severely impacted my quality of live and compromised my safety.

    Business Response

    Date: 01/24/2025

    Please find a copy of the email sent to the patient below.

     

    Atelier Optica <*********************************************************************>
    2:14?PM (4 minutes ago)


    to ****








    Good afternoon ****,


    We apologize for your unfortunate experience here at Atelier Optica. We had a series of mishaps and circumstances with both the frame manufacturers and the lens lab, who I believe has already reached out to you with their explanation, followed by a break in and ensuing closure and insurance issues. That said, it is not an excuse for the poor customer service and communication you received, and we are fully understanding of your grievances.


    We did issue you a full refund of $1673 on Dec 17th for the Cartier you returned after a year, and another in the amount of $1980 today. That totals the amount for the computer pair you mailed to us with the smashed lens. The additional pair of DITA progressives you purchased was not covered by insurance at the time, as you were not eligible, nor was it ever billed to them by us.


    We do now have the correct lenses from Zeiss installed in the frame, and would be happy to mail the complete glasses back to you, should you be willing to accept as a gesture of apology.


    Wishing you the best,


    Atelier staff.

Atelier Optical is NOT a BBB Accredited Business.

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