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:03/12/2025

  Type:Product 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.

  On 10/22/2024 I went to get my eyes checked at Salem Eye Clinic for new glasses. I liked my old frame so the person helping me said she would check to see if that frame was still available. I picked out a new frame also but told the woman I wasn't sure about it so she said she would call me before ordering. She did not. When I got the new glasses on 11/25/2024 (which have progressive bi-focal) I was having problems seeing with them so they adjusted the frame. My present, old glasses had the bifocal measured then dropped a certain amount because I had problems with them at first. I complained to the business owner and he let me pick out a new frame and had the glasses remade but did not drop the bi-focal down. They had the same problem. Something about the placement of the bi-focal. It needs to be dropped a certain amount and all the glasses I ever got from this place (at least 3-4 pairs), have had the bi-focal dropped and they work just fine. I'm wearing my old glasses to type this up and it has the bi-focal dropped. For some ungodly reason they won't drop the bi-focal down for me on my new pair. They keep adjusting the frame downward which is causing me to see the top part of the frame too much. Also, the owner gave me a new lens prescription that doesn't feel right. I cannot wear the glasses at all they cause eye pain. I have told him all of this and I went back in today 03/11/2025 and told them what I required to fix this, either remake the glasses or give me a complete refund. The person I spoke with said they would have to run it by their supervisor and left for a few long minutes. When they returned they said the supervisor wasn't in and wouldn't be back until Thursday. Then they offered a second time to adjust the glasses for me. I can't help but think I'm getting the run around here. I don't make this complaint lightly. I considered the business as friends of mine because I have been going there for so long. I just can't understand their treating of me.

  Business Response

  Date: 03/26/2025

  I had contacted patient to review your letter and had him return to the office on 3/21/25.  His glasses are being remade to correct the problem and hopefully have Mr. ******** to do much better.

  Customer Answer

  Date: 03/26/2025

  Complaint: 23053411
  
  I have reviewed the business' response and am rejecting it because:
  
  Although the business has made an effort to resolve the conflict in my complaint, the glasses are being remade at the lab. Due to the time that is required before I can see the final result, I will not know if the glasses are acceptable or not until I actually receive them. Therefore I will have to decline the resolution acceptance on contingency. 
  
  Sincerely,
  
  ***** Corners

  Customer Answer

  Date: 04/05/2025

  I did not reject the business's resolution of the complaint full out. However, this resolution was incomplete since the resolution was not allowed to play out. If my complaint had been with an auto repair shop that claimed to fix a problem but did not, and said repair shop agreed after the complaint to work on my auto again, satisfaction could not be acquired until the automobile had been repaired, not just worked on again. Who is to say the auto shop wouldn't just park the car in a corner, wait a few days and tell the customer it was fixed, just to get the complaint labeled resolved. In my case and in my defense, yes the eye care provider agreed to have the eye glasses remade, but I have not received the eye glasses as yet. I was informed that they are in but I have not been able to travel the 18 miles to the Eye Clinic to pick them up. I am elderly. I am a fall risk. I cannot afford to try and wear a pair of glasses that makes the floor feel like it's moving around when I try to walk around. If I should fall because of this and break a bone, that falls into the product liability category. I don't want a broken bone. I don't want to have to go thru the hassle of a law suite. I just want my eye glasses to fit so 1.) I can see. And 2.) So they don't endanger me to wear them. No one on the planet can tell me that the glasses are OK now except me. And I won't know that until I try them on and possibly wear them a little bit. A transaction is not complete until both party's are satisfied. If the glasses were remade according to my recommendation, and according to past specs. used on every pair of glasses I got from this provider since the early 2000's (20+ yrs.), they should be fine. But, I will not know that for sure until I try them on. Therefore I am asking that you keep the file open on this until I have had the chance to check out the finished product. I have no problem giving this business a glowing review once I am satisfied. But neither the business nor the BBB can tell me I've been satisfied until it's true.

  Customer Answer

  Date: 04/17/2025

  Thank you for your response to my concern about my case being closed prematurely. I have since received my new glasses and so far all seems well. I am still not sure what went on that caused the problem with the business, but I have spoken with the owner and all I can come up with was a problem with communication. I noticed the business had some sort of shake up regarding personnel earlier last year (2024). I did order my glasses from a familiar face, but that was the last time I saw her and from then on had to deal with people I had never seen before. I just couldn't get my concerns across to the new people. I have no animosity toward the business and I even have an appointment with them on the 22nd of this month to have my eye pressures checked. This was re-confirmed to me by the owner the day I picked up my new glasses as he was the one who gave them to me and checked the fit. I would have updated the case before this but your last response to me indicated the case was closed and I didn't know I had an option here.

  I am now asking that you update the file to: Customer accepted the businesses proposal to remedy the problem. Customer has received the new glasses and is very satisfied. Customer has used this business for over 20 yrs. and recommends this business.

  In closing; I don't take complaints about businesses lightly. It can be very difficult on a business to have something like this connected to them. But I live on about $17,000.00 a year. I'm 70 years old and I saved for three years to get the $814.00 for new glasses. I regret that it had to come to this, but no one at the business would listen to me and the information was right there in my records the whole time. The people in the eye glass store part of the clinic just chose to ignore it.

  Thank you for your help in this matter.  ***** *. Corners