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Business Profile

Eyeglass Suppliers

10 Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair 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.
    Hours of operation were not properly listed causing me unnecessary travel hardship on public transportation and stress-related issues due to my anxiety issues.OTHER INFORMATION WILL BE ADDED AS I SEE FIT DEPENDING ON OPTICALS 10's COOPERATION OR NOT BEFORE I SIGN AND SEND THE COMPLAINT

    Customer Answer

    Date: 08/27/2024

    I thought I had included what I was seeking from them in my complaint. 

    I wish to have my deposit back and the glasses mailed out to me. This is due to the stress and anxiety, and, loss of sleep brought upon from the situation and them leaving me without the correct glasses.

    Thank You

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

    Customer Answer

    Date: 08/28/2024

    I thought I had included what I was seeking from them in my complaint. 
    I wish to have my deposit back and the glasses mailed out to me. This is due to the stress and anxiety, and, loss of sleep brought upon from the situation and them leaving me without the correct glasses.
    Thank You
    *******************

    Business Response

    Date: 08/29/2024

    Thank you for giving us the opportunity to respond to this complaint. I am uncertain where there was a breakdown, but will do my best to explain things without breaking privacy laws.

    Every patient has a different type of insurance and we are required to work within each patient's insurance benefits.

    Some practices run specials like "buy one, get one free" to draw customers in. We are an educational institution so do not run promotions. If a patient received additional (buy one - get one) glasses previously, that does not mean it was done correctly or as part of an insurance benefit.

    My understanding is the patient became unhappy when he tried to pick up his glasses over the Fourth of July holiday and we were closed. Our website did not reflect that we would be closed.

    The patient was also unhappy because he wanted to order two pairs of glasses but his insurance only covered one (which is very standard amongst all insurances). My understanding is that he called an attorney who said we were required to give him two pairs of glasses based on his benefit. We can't do that unless we know that he truly is eligible for two pairs. I believe the gentleman paid an extra fee, not because we were trying to upsell him, but because he wanted additional things added to his glasses. In the end, we refunded this to the patient at a loss to the optical shop.

    We have tried communicating with the patient but he has made up his mind that we are being dishonest and running a shady practice. This could not be further from the truth, we just have to work within the parameters of each person's insurance benefit. If the patient can show us in writing that his insurance provides additional pairs of glasses, we could help out, but bottom line is that he may want to return to his previous optician because they were doing something for him that we are unable to do.

    I hope this gives some perspective to the case. If you ever have questions, I would encourage you to reach out to me personally.

    Thank you!

    **************************, OD, MPH, FAAO

     

     

    Customer Answer

    Date: 08/29/2024

     
    Complaint: 22202306

    I am rejecting this response because I went there before the 4th of July weekend on July 3rd. I was told vta email I would be getting a refund of $ ***** 17 days ago and never did see attachment. ********************* explanation i nothing but a fancy worded load of crapola!

    Sincerely,

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

    Customer Answer

    Date: 09/06/2024

     

    This is not closed.

    10 Optical never sent the check as they had stated that they would. See screenshot.

     

    Thank You

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

10 Optical is NOT a BBB Accredited Business.

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