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Business Profile

Optometry

Walters Optometry, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Purchased a pair of glasses. I have astigmatism in both eyes. It's not in the lenses. they have been made 3x and not correct. I went to ******* to check my script and it's not right. They don't know when your at 8.0 and above it needs more accuracy than .25 it's law it has to be .16 or right on. They are only refunding me 1/2 the payment.

    Business Response

    Date: 04/23/2024

    Thank you for the opportunity to reply to this complaint. To correct the factual information, *** ****** has a slight amount of astigmatism in one eye, the right eye, but none in the left. She also has a severe amount of nearsightedness in both eyes. For perspective, the amount of astigmatism is 6% of the total Rx in the right eye, and 0% of the total Rx in the left eye. 

    The original lenses were dispensed in August. We were not notified until January that there was any issue with the glasses. Our policy is to offer re-makes for any problems within 90 days of dispensing. But we made an exception, I re-checked her Rx at no cost in January, and remade the lenses twice. The Rx in the lens is now correct, and has been verified by me and the lab that made them.

    We always stand by our product, but our policy (as is standard in the industry) is that we do not issue full refunds on Rx eyeglass lenses. Although I do take issue with some of the information in the complaint, I understand this process has been uniquely frustrating, both for her and for my staff. I am willing to refund the remainder of the patient’s cost in order to put this issue to rest.


    Customer Answer

    Date: 04/24/2024

     
    Complaint: ********

    I am rejecting this response because:they are not correct. When you are 8.0 or above they need to be within .16th not .25. With my script they need to be right on. I'll accept the rest of my refund and move on. 

    Sincerely,

    ******** ******

Walters Optometry, Inc. is NOT a BBB Accredited Business.

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