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:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I purchased progressive lens from a local store but it was defective and blurry.I returned the glasses, the shop kept the glasses and gave me a non progressive lens.The shop will not provide a refund so I had my bank recall the funds.The bank provided a provisional credit but reversed it stating that the shop had a receipt stating no refunds.I believe a busines must provide a refund to its customers for defective products.Or else every business can open shop and sell broken its and not give a refund which is unfair.The shop have in possession the progressive lens, not I.So why am i responsible for the cost of these lens?This glasses store have many one star ****** reviews with other customers stating they were scammed.Please help resolve this issue or direct me to the proper agencies.Thank you for your time. I really appreciate it.The eye glass shop contact:Baldwin park eye care *********************************** ************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I purchased a pair of glasses at the end of February 2024 for $1,800. This glasses made me dizzy and disconbogulated. I informed the eye glass shop of the situation within a month of purchase. They took my glassesssnd removed the progressive aspect of the glass. The progressive glasses cost $500 according to the receipt. The shop told me the progressive lens only cost me $185 per lens. They are committing insurance fraud. My receipts states $250 per lens. No where on my receipt does it read $185. The shop said the receipt states no refunds. This means any business can write no refunds on their receipt and the customer cannot refund? I was presented with a product that was not functional for me. The shop will not provide a partial refund. I would like the BBB to investigate and help resolve this matter. Thank you for your time.

  Business Response

  Date: 06/03/2024

  Customer : I purchased a pair of glasses at the end of February 2024 for $1,800.
  
  Reply: The customers total out of pocket expense was $742.06 after discounts
            from his *********** Plan. This can be verified by the receipts provided by            
            the customer.
  
  
  
  Customer: This glasses made me dizzy and disconbogulated. I informed the eye glass shop of the situation within a month of purchase.
  
       Reply: While not common, the custom-made design of a digital progressive lens
                 does take some customers longer to adapt to them and even more rarely     
                 a customer may not adapt to them at all. It is very important that the    
                 adjustment of the frames is spot on. That is why regular adjustments
                 are necessary.
  
                 In the rare instance that a customer does not adapt to them, then
                 there has a Satisfaction Guarantee
  
   I understand and acknowledge the Baldwin Park Eye Care Patient Satisfaction Guarantee. This guarantee applies to single vision and digital progressive lenses. We recommend using only premium single vision optics and premium progressive addition lenses, otherwise known as no line bifocals. Less than one percent of our patients have difficulty adapting to premium progressive lenses. We will remake a non-adapt progressive lens or single vision lenses one time, in the same frame, within 90 days of the original order. If it is still unsatisfactory, we will replace it with a lined bifocal or a single vision lens, in the same frame one time. While we make every attempt to solve these rare issues, no refunds will be given in a case where a patient does not adapt to a progressive lens or single vision lens. We appreciate your understanding in our ability to ensure the prescriptions accuracy to provide you with your best vision possible, and therefore hold our lenses to ANSI (ophthalmic industry) standards as the prescription designates.
  
  
  Customer: The progressive glasses cost $500 according to the receipt. The shop told me the progressive lens only cost me $185 per lens.
  
  Reply: The customer paid $185 in total for the set of lenses after his *********** Plan Discount. This can be verified by the receipts provided by the customer.
  
  Customer: This glasses made me dizzy and disconbogulated. I informed the eye glass shop of the situation within a month of purchase. They took my glassesssnd removed the progressive aspect of the glass.
  
  Reply: Customer came to the office with complaint. Optician made necessary adjustments and was asked to try them for the adaptation period. Customer refused to wear them for more than three days and wanted the progressive lenses removed and we re-made new custom lenses at no charge.         

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21712323
  
  I am rejecting this response because:

  The Business response is false. It states that I did not wear their lens for more than three days as instructed. This is a pure lie. I visited the eye care shop and they told me to wear the progressive glasses for two weeks which I did. The lens were still blurry. I returned to the shop and they told me to wear it for another week which I did but it was still blurry. I then returned the progressive lens. The shop is in possession of the progressive lens. The shop cannot write  no refunds on their receipt. All business must provide a full refund for selling defective products. Just look at their ****** rating. There are other customers with the same issue. The eye glass shop cannot force customers to pay for defective glasses. This is a scheme to generate revenue by this shop. Many customers have already been scammed by this shop according to ****** reviews. The receipt I provided in my initial complaint shows that each progressive lens cost $250 for a total of $500 for both lens. Just read the receipt and you will see. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/07/2024

  Dear ************,
  
  Thank you for reaching out to us regarding your recent experience. We're sorry to hear about the difficulties you've encountered, and we appreciate the opportunity to address your concerns.
  
  We understand that adapting to new eyewear can sometimes be challenging, especially with specialized designs such as progressive lenses. As part of our commitment to customer satisfaction, we took immediate action to address your concerns by remaking your eyewear into a single vision design, at no additional cost to you. We strive to ensure that all our customers receive eyewear that meets their visual needs and preferences.
  
  Additionally, we understand that there may have been some confusion regarding the pricing on your invoice. We want to clarify that the retail cost shown reflects the standard pricing for the eyewear; however, we offer discounts through vision care plans that significantly reduce the out-of-pocket expenses for our customers. We apologize for any confusion this may have caused and assure you that your actual cost of $742.06, as reflected in your posted invoice and credit card receipt, accurately reflects the discounted amount after applying your vision care plan benefits. We apologize for any confusion regarding the pricing details and assure you that we strive to maintain transparency in all our transactions.  We would also like to bring to your attention the remaining balance of $34 on your account. This amount represents a portion not covered by your insurance and is not related to the discounted amount reflected in your total cost. This balance was previously discussed over the phone and we requested the balance be settled at your convenience. 
  
  We also want to remind you of the policy you signed which specifies that we will remake the eyewear one time within 90 days of the original order if it is unsatisfactory. However, it also states that no refunds will be given in cases where a patient does not adapt to a progressive lens or single vision lens. This is due to the custom nature of the lenses and the costs associated with production. We are committed to upholding the terms of our policies while also working with our customers to find satisfactory solutions. We appreciate your understanding.
  
  Furthermore, we want to assure you that our team is committed to providing exceptional customer service and ensuring that every customer receives eyewear that meets their needs and preferences. If you have any specific concerns beyond those addressed in this response, please do not hesitate to reach out to us directly. We are here to assist you in any way we can.
  
  We value your feedback and appreciate hearing about your experience and how we can further improve our services. We are dedicated to continually enhancing the quality of our care.
  
  We also want to express our gratitude for your patience and understanding throughout this process. We look forward to the opportunity to serve you better in the future.
  
  Sincerely,
  
  Baldwin Park Eye Care

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21712323
  
  I am rejecting this response because:
  
  

  1) The receipt Ive attached in my initial complaint clearly states the cost of the progressive lens which is $250 per lens. 

  2) No business can write no refunds on their receipt and have it hold true. If this were the case then all businesses will write no refunds on their receipt. All business incur costs for running a business. Your eye glass shop is no exception. 
  

  3) You provided a blurry lens which is considered a defective product. I have every right to a refund. It is not just me that is complaining. Look at your ****** review. Many people have the same issue. You cannot provide defective blurry lens and expect the customers to pay for it. 

   

  Sincerely,
  
  *********************

  Business Response

  Date: 06/20/2024

  Dear Better Business Bureau,
  
  Regarding the complaint filed against our business, we have recently provided a detailed response to address their concerns.
  
  Our response aimed to clarify their questions and resolve the issue to the best of our ability. However, it appears there may be a misunderstanding or oversight, as it seems they may not have fully read or understood our last communication.
  
  Could you please confirm if our response has been reviewed by the BBB? We want to ensure that all information has been thoroughly evaluated by the BBB to facilitate a resolution.

  If there are any further steps or additional information required from our end, please let us know. We remain committed to addressing this matter professionally.
  
  Thank you for your attention to this matter. We look forward to your response.
  
  Sincerely,
  Baldwin Park Eye Care

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  I purchased eye glasses from Baldwin Park Eye Care on 7/21/22. At that time I was told progressive lens would great for me and that there was no risk in trying them. I spend $864.93 there. When I received the glasses, I could not see out of them. I was told there is an adjustment period and waited the recommended two weeks before calling. At the appointment I was being badgered to keep the progressive lens and it got worse when I requested regular lens with the price difference of the lens going towards prescription sunglasses. I was told no credits would be given and I'd be out over $200. She swore an adjustment of the frames was all I needed and told me to try again. I still couldn't see out of them. I finally received single vision lens today. I again voiced my disapproval of being lied to about there being no risk in trying progressive lens, I was told I signed papers that said no credits or refunds would be given. I have no record of such papers.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 8, 2022/10/25) */
  Baldwin Park Eye Care *****************************
  Sat, Oct 22, 8:01 AM (3 days ago)
  to me
  
  Hello,
  
  Thank you for reaching out to us. We have contacted them directly and resolved the matter.
  
  Have a great day!
  
  
  Consumer Response /* (3000, 10, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thus far the matter has degraded. After I returned the progressive lens I received the glasses back with single vision lens. To my shock, these were also blurry and unwearable. Finally I was able to schedule to see the doctor, which was my fifth visit to Baldwin Park Eyecare. I hadn't seen since the doctor since first visit. Prior to I was told I just needed an adjustment, or the lighting was is bad and affecting my vision, none of which were the case. While seeing the doctor, he said my prescription was completely different. That explains why I couldn't see out of them! He then inquired when was the last time I had a health exam, which I had the month before. Regardless it couldn't be my health since I can see out of the other glasses I own clearly. I went because I wanted new frames. As it stands now, after waiting almost a month I was contacted this morning to let me know the glasses with the third pair of lens came in and I need to make appointment #6. I made the appointment and hope I can see out of them when I get there! Their resolution to this matter has been an offer of 25% off lens using my old frames for sunglasses.
  
  
  Business Response /* (4000, 21, 2022/11/22) */
  Baldwin Park Eye Care
  Mon, Nov 21, 2:43 PM (21 hours ago)
  to me
  
  Hello,
  
  We were able to help this customer since our last message. She left happy and seeing clearer.
  
  Thank you,
  Baldwin Park Eye Care
  
  
  Consumer Response /* (4200, 23, 2022/11/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have requested to know why the first two pairs of glasses contained the wrong prescription. Was I give someone's else's prescription? Was it recorded incorrectly? I have not received an answer. My initial complaint was being told there was no risk trying progressive lens, lost over $200 since I couldn't see out of the progressives, only to find out I couldn't see out of the replacement single vision lens because the prescription was wrong. The second eye exam confirmed I didn't receive the correct prescription. Baldwin Park Eye Care acts as if my experience is normal so I'm guessing I'm not alone having wasted my time and money taking 6 visits to finally get a pair of glasses that aren't blurry.