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:09/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Around late June 2023, I had visited the Santa Barbara Eyeglass Factory, phone number ###-###-####, located at * ** Milpas Street in Santa Barbara, California, bringing with me a pair of eyeglass frames which I had previously purchased from their store. The frames were broken, and I requested to purchase a new set of frames. On July 1, 2023, I returned to the store several days later to pick up my new eyeglass frames. I was charged $69.95 for the new eyeglass frames at which time I had utilized my VISA credit card ending in 7050 to pay for my eyeglass frames. I was provided a receipt. However, I did not see the error in the receipt until earlier this month. The error on the receipt had indicated another customer's name with my credit card payment being applied. I notified the Santa Barbara Eyeglass Factory by telephone and had requested a copy of my payment receipt. I was informed that I never paid for my frames. The customer service representative requested that I provide proof of payment. On September 27, 2023, I had sent by text message to ###-###-#### a copy of my July 1, 2023 payment activity for my VISA credit card ending in 7050. A copy of that payment activity is attached for your review. The customer service representative had acknowledged receipt of my documentation and that they needed additional time to review my proof of payment and would not provide me a copy of my receipt.

  

  Business Response

  Date: 11/01/2023

  If you check with S***** direct, I’m sure you will find that this was taken care of. We were in contact with S***** direct and it was resolved on 10/2/23. 

  We had been made aware by S***** direct and it may have taken a day or two at most to figure out what happened and then resolve: it was an “accounting” error where a payment of $69.95 was somehow applied to someone else’s account with the same balance. This is the first I have known that the BBB was even involved, but I was able to find an older email from BBB that noted “new message notification” that I had deleted. 

  Please let me know if I can be of any further help. 

  
  

  Thank you,

  
  G**** *******

  Customer Answer

  Date: 11/02/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20668334, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S***** *************