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:02/11/2025

  Type:Product 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.

  My daughter waited 8 weeks and then was given the wrong frames. The provider refused to correct the issue. My child was given frames that did not fit her, slid off her face and were absolutely not what she tried on or picked out. They were not child's glasses and didn't even fit in the child's case they gave with them. Staff unapologetically stated we signed a form before the order was placed (which had numbers assigned to a frame which meant nothing to a lay person) and they wouldn't send these back to have the correct ones made. They refused to give me the pupillary distance measurement so that I could place an order elsewhere unless I paid an additional exam fee of $37. My daughter is a ******** recipient due to disability. The repeatedly stated they don't make any money off ******** cases and this is just a service they provide the community. Well, now my child has no glasses and cannot have another exam or another set of frames until next year. They would not admit fault, nor replace these incorrect frames, and refused to give the measurements for me to order elsewhere. My child deserves to be treated with dignity and fairness. Just because she has ********, shouldn't make her "less than" I made a review on ******** and was promptly blocked. I will also be placing a complaint to my child's insurance company. Somehow my daughter should be allowed to have glasses this year. She didn't deserve this

  Business Response

  Date: 02/18/2025

  Commerce Family Eyecare has no control over how long the ************* take to send us orders after we submit them. We disclose with every patient eligible for a pair of ******** glasses that they can take anywhere from 4-8 weeks to come in. This is also signed off on at the time of picking out a frame. It is also ******** who does not allow any returns and/or exchanges of any product unless it is a doctor's prescription change, which would warrant for lenses only to be swapped out. I apologize that this is not something that we can control. We have all ******** patients sign off on a disclaimer of all of ********'s clauses at time of service. I have attached a blank form as I do not wish to disclose your personal information due to HIPPA. Our office does charge a $30 fee for taking the pupillary distance measurement as this is not part of our exam. It is an additional measurement that an optician would take for you. There are a multitude of ways to take a PD measurement at home if ordering online. Most online ordering sites actually give you step by step instructions on ways to take your measurement. Or, if you were going to another establishment, then those opticians should be the one to take your measurement. We do not view our ******** patients as "less than". All of our patients are equal. We were kindly trying to state that we offer ******** as a service to our community when no one else around us takes it. We saw the need in the community, and wanted to be of service to help provide eyecare to those in need. I apologize that this how you were left to feel, as this was not our intention. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22910300
  
  I am rejecting this response because:
  They did not address the fact that the frames received were not what the patient chose, and did not even fit the patients face. They fall off, they're huge and do not even appear to be a child's frame at all.  For this reason, my child has no glasses. Her prescription was never the complaint, not was the time it took to receive them. This complaint is, and has always been the fact that these frames are clearly not for a child, do not fit my child and therefore leave my child without glasses until next year when she's allowed another pair by the insurance company. What needed to happen was the office to admit what's obvious, these are not appropriate frames for a person this size, and make it right. If they refuse to petition ******** for replacement on the grounds that either the lab sent the wrong frames or that their staff wrote the wrong frame number down when placing the order.  If not, give us the pupillary distance which they used for that order so that we, at our further expense, can order elsewhere. The bottom line is this office has refused to own this error and make it right and this patient has no glasses until next year.  We will be filing a complaint with the state and ******** since they refuse to appropriately handle their mistake
  Sincerely,
  
  ****** *******