Complaints

This profile includes complaints for Goswick Eye LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Goswick Eye LLC has 5 locations, listed below.

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  Goswick Eye LLC

  354 Main Street Northborough, MA 01532

• 

  Goswick Eye LLC

  40 Douglas Street Uxbridge, MA 01569

• 

  Goswick Eye LLC

  56 Worcester Rd Webster, MA 01570-2105

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  Goswick Eye LLC

  694 Main Street Holden, MA 01520

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  Goswick Eye LLC

  1393 Grafton St Worcester, MA 01604

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:10/05/2023

  Type:Sales and Advertising 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.

  I had an eye exam in Holden on 6/29/23. The technician didn’t want to see my previous prescription saying he could get everything he needed from my glasses. When I saw the actual doctor I asked about the prism in my left lens. She said there was no notation about a prism, looked at my old prescription, and redid parts of the exam. It was not until after the fitting process that I was told it would take 3-4 weeks for me to receive my glasses.
  When the glasses finally arrived I was unable to see clearly at all - in addition to that, they made me extremely dizzy. I spoke with Goswick over the phone. They offered to re-examine, which I declined. They already had 2 chances to get the exam correct and failed. Also, it would have meant waiting another 3-4 weeks for my glasses. They agreed to accept them for return but would withhold $100 from the refund as a lab fee.
  I later had an exam elsewhere, different prescription, glasses in less than 1 week, and most importantly- I can see clearly. I contacted Goswick to advise them and request the $100 they withheld be refunded, which they refused to do. I do not see why I should pay their “lab fee “ when the glasses were made based on their mistake.

  Business Response

  Date: 10/20/2023

  The requested refund has been credited back.

  Customer Answer

  Date: 10/20/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  The requested refund has been credited back to my credit card. 
  
  Sincerely,
  
  
  
  Debra Carlson

  Business Response

  Date: 10/20/2023

  To Whom It May Concern,
  This patient was seen for their initial routine exam on June 29, 2023. Once assessing the prescription and lens options necessary for the patient’s order we determined their order would result in a 3 to 4 week turnaround time. Once the patient received their glasses, they notified us of their visual complaints with their new glasses. It is our policy to offer prescription rechecks and to assess whether; (1) the prescription or lens measurements need to be adjusted and the lenses remade, or (2) the glasses need to be remade into two pairs at which point we would provide a complimentary secondary frame. Neither of these solutions would result in an additional cost for the patient. This patient refused our solutions or to let us attempt to remedy the situation and instead demanded a refund. It is our policy that we do not accept refunds for prescription glasses as they are a custom-made medical device. The patient was adamant that they receive a refund, at which point we compromised and offered a refund of their total amount paid for the glasses minus the $100 lab cancellation fee that we charge for canceled multifocal prescription lens orders. The patient had been made aware of this cancellation fee at the time of the original order and signed a document acknowledging this policy. The patient was refunded their total minus the cancellation fee on July 27, 2023.