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:02/05/2024

  Type:Service or Repair 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.

  I went to eye designs to add lenses to a pair of my frames on 1-23-2024. I paid them for the lenses that I chose to be added to the frames. The frames were in perfect condition. I realized that it had been a while before I heard from them. They called me yesterday 2-2-2024 I notified me my frames were broken by the lab and I HAD TO PAY FOR THE REPLACEMENT. I purchased the frame from them after April 2020 according to the records, but I have several frames that I can wear at a time. THEY replaced lenses on another frame that I had from 2018 and they did not get broken by the lab. I believe that my frames were either stolen, or lost and maybe broken and they want to force me to spend more money with their establishment. The representative/manager told me that its rare for the frames to be broken. I believe that eye designs and their lab should be responsible to provide me with replacement frames not at my expense. This is poor business practice for something that was not my fault. I would like replacement frames. I included a photo with the frames on. The frames cost me about $140 when I purchased from them and on 1-23-2034 the lenses were $45

  Business Response

  Date: 02/21/2024

  Please see attached document. 

  Customer Answer

  Date: 02/22/2024

   I am rejecting this response because:
  
  Your business and staff are a complete joke. I was a customer of yours for a few years. I purchased these frames from this business. Ive never taken frames to get lenses and then be told that they were broken. The frames were never returned to me and they never offered to return the broken frames. For all I know the frames were probably lost or stolen. But it seems like they just probably wanted me to spend more money with them by exhausting my benefits after you damaged/ stole my frames and never returned them. I took a pair of frames to them about a year ago to get lenses and they were over a few years old and they were not broken. I believe you all are deceiving people and incompetent. Youre extremely careless and dont value your customers. Why did you not simply replace the frames? Or at least offer something similar. You explained to me over the phone that this rarely happens. You could care less about losing my business because both people I spoke with were nonchalant and didnt care about me not returning. As a ******************* major and one that has years in customer service, you handled this situation terrible. You should be ashamed for this poor business practice. You stole or lost my frames and now you want me to pay it. Those frames were fine when I dropped them off. Ill never return to your establishment. You will not be very successful treating customers the way you treated me. 
  Will you return the broken frames?