Complaints

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• Initial Complaint

  Date:02/17/2025

  Type:Delivery 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.

  April 22, 2024 I went to 20/20 EyeVenue for a eye exam and new glasses. I saw Dr. **** *****. She preformed a normal eye exam and created a new glasses lense Rx. I picked out new frames and left the office. I returned for my new glasses about a month later - after wearing the glasses for only 24 hours I experienced eye pain and a severe headache. I returned to 20/20 4 more times in order to try to have them fix the issue with the lenses - they made new lenses for the original frames I bought, twisted those frames into a pretzel to try to make the lenses work and made new lenses for a completely different set of frames (at their suggestion), which also caused me extremely painful headaches and eye pain, plus i couldn't see distance with them or read. I have spoken and emailed the owner of 20/20 EyeVenue, ******** *********, multiple times over the last 6 months about this issue with absolutely no solution offered, except to tell me they do not offer refunds on custom glasses, which I had no knowledge of that policy until i requested my receipts and records be sent to me. I never signed anything saying I agreed to those terms. Since they are unable to make glasses i can use, I want a refund for the exam on 04/22/2024 $214 and the lenses $765. I have had new glasses made and paid for them, at a different eye clinic which work perfectly for me. No headache or eye pain and I can see clearly at distance and read. The Rx at this new clinic is very different than the one Dr. ***** prescribed for me. I reused the frames ******** twisted into pretzels, untwisted of course, so I don't want the money I paid for those back.

  Business Response

  Date: 02/19/2025

  ****** purchased 2 pairs of glasses from us in April 2023 and then came back to see us in April 2024.  She stated at that time she was still seeing well and doing well with her two pair from us the previous year and that she needed a new pair of glasses to replace a pair that was used primarily for under a helmet on the motorcycle but thought it prudent to get the prescription updated and checked before getting that pair made.  She had an exam and had a very slightly different result from the previous year.  She selected an Oakley frame that was not the same but was a similar style to the pair of Oakleys that she previously wore for this purpose.  She was measured and glasses were fabricated.  When she picked up she expressed minor visual complaints which can happen with prescription changes, as she is also very sensitive to small movements or changes with placement as we had learned when making her glasses the previous year, so we asked her to try them for a bit.  She came back multiple times for adjustments and when I was then placed with her to see what may be the cause we did a recheck with the doctor.  We made a small adjustment to the prescription and re-fabricated lenses.  Upon another visit with her after this change it seemed that the new Oakley frame was not holding the shape and alignment as well as her previous pair when being used under the motorcycle helmet so I asked that she  bring her helmet in and we could see if there was a way to make the glasses more stable.  She was unable to do this so instead I reordered the exact same frame as she had previously and remade lenses for this frame with the updated prescription.  When she picked these up she said they seemed much better after running errands in the area for a while.  She also decided at this visit to revisit wearing contact lenses for under the motorcycle helmet and scheduled a contact lens evaluation.  She ended up liking the contacts and at this time was again asked how the new frame and lenses in the glasses were doing.  She again stated to the person assisting her that they seemed better and good.  She then ordered a year supply of the contact for use under the helmet.  A while later after this is when we heard again that these lenses were not working and caused pain again.  She stated in an email that she was going to go elsewhere to get an exam, in which case we sent over her records per her request and invited her to supply us with any other prescription or information she received from the other practice so we could remake the glasses if they found any thing to be wrong.  We NEVER received any further correspondence from her regarding this until we received a letter demanding a refund, even prior to potentially bringing the product back to the office.  No documentation of any difference or variance in the prescription was provided to us by Mrs. ******** nor any notes about "egregious errors in fabrication" of the lenses from any other practice nor the opportunity to rectify the situation was given.  Her lenses in this particular pair are almost identically made, are the same measurements, the same lens designs and materials as the two previous pairs of glasses we made for her.  We have more than worked to resolve her concerns and offered in multiple methods of communication to make it better.  We do not feel that anything including the examination nor fabrication of the glasses were done incorrectly or inadequately, we provided a custom product and a reasonable and fair price and every invoice we have details our refund policy.

   

  I do have additional documentation if you would like it however only 5 files are allowed to be uploaded at a time with regards to communication and expectations with Mrs. ********  If you would like that feel free to  reach out to me and I can provide that to you in another delivery method.  My direct email is *********************************** or if you wish to speak to the *** she saw here her email is ***********************************************************

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22952539
  
  I am rejecting this response because: 5 trips, 3 separate lenses and two frames later, I have no faith in this company and want a refund for all the time and pain the Rx caused me.  I think they had plenty of opportunities to make glasses that would work for me.  I am using the first ******, ******** claims were unstable with no problems. 
  
  Sincerely,
  
  ****** *******