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:10/22/2024

  Type:Billing 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 ordered contact lenses from the ophthalmologist in which they charged me $290. I looked online and saw that the lenses were over $100 dollars cheaper online. I called the business within 24 hrs to discuss the price and was told that the manager price matches and they will need to speak with the manager to get permission. I received a call 30 mins later stating that they only price match for a year supply. I was told the lenses were out of stock and I stated that I would like to cancel the order. I was told that I can not cancel the order and I will receive a call the following day when the manager comes in. I received another call 1 hour later stating that they will cancel the order but I will not receive the full refund. They stated that they ordered trial lenses for me with my order and that I have to pay for them because I am cancelling my order. I stated that I was never told that there was trial lenses ordered for me and did not sign anything agreeing to trial lenses. I reviewed their contact lens policy that states no returns on lenses received. I ordered the lenses less than 24 hrs ago and the lenses were out of stock (back ordered). I want my full refund because I did not agree or was told that they ordered extra trial lens and the lenses were out of stock.

  Business Response

  Date: 10/30/2024

  Dear April,
  I’m writing to respond to a recent complaint submitted by our patient, Ms. ******* ******, regarding a $290 purchase of a three-month supply of contact lenses made on October 19, 2024, at our office.
  Ms. ******’s interactions with us began on October 5, 2024, when she visited for a comprehensive eye exam and expressed interest in trying contact lenses. Because contact lenses are a medical device, and to ensure her safety and understanding, we required her to attend an insertion and removal class that covered proper care and handling of the lenses. She left with a week’s worth of trial lenses to try at home, along with a follow-up appointment so our doctor could address any adjustments needed. Ms. ****** left that day pleased with her visit and excited about the possibility of wearing contact lenses.
  At her follow-up appointment on October 10, Ms. ****** mentioned needing a slight reading adjustment but was happy with her vision for computer work and distance. The doctor made the necessary adjustment, and she was then advised to call us within one week to let us know which prescription she felt provided the best vision. If she had any issues with her contact lenses, she was also encouraged to return within the week for further adjustments. Since we received no further communication, we understood she was satisfied.
  A few days later, Ms. ****** reached out to request a note confirming her exam date, a copy of her glasses prescription, and her finalized contact lens prescription. Since her doctor was unavailable the day she called, we informed her that these items would be ready for pickup on or after Saturday, October 19. When Ms. ****** arrived to collect her documents, she raised additional questions about the contacts. To ensure she felt completely comfortable with her experience at our office, our staff arranged for her to see the doctor, even without an appointment. During this visit on October 19, the doctor offered her the opportunity to try a different brand of contacts, reassuring her that if she wasn't satisfied, there were other options available. After trying the new brand, Ms. ****** decided to finalize the original brand prescribed by the doctor. Following her consultation, she expressed her interest in purchasing a three-month supply of the contacts, which our front desk confirmed with her. We also provided her with a copy of her contact lens prescription and informed her that her order would take 5-7 business days to arrive. To meet her needs during this waiting period, we provided her with an additional three days of courtesy trials, as that was all our office could offer until our shipment of trials for the specific brand she was prescribed arrived. After finalizing her purchase of a three-month supply of contacts, Ms. ****** left our office, and we assumed she was satisfied and appreciative of the courtesy trials we provided.
  The day after her purchase, on October 20, Ms. ****** spoke with one of our office staff members regarding her concerns about the contact lenses. She mentioned that she found the lenses she purchased from us at a much lower price elsewhere. Our staff member informed her that he would contact a supervisor, as they were not in the office on Sundays, to discuss her request for a price match. After consulting with the supervisor, he called Ms. ****** back to explain that our office price matches for one-year supply orders from reputable sites if the cost is manageable for us. However, as a small business, we noted that our pricing might differ from larger companies like 1-800-Contacts, though we always strive to accommodate such requests when possible.
  During the conversation, Ms. ****** also expressed her desire to cancel her order. We explained our policy of FINAL SALE and NO RETURNS on all products, ONLY EXCHANGES, which meant we could not fulfill her cancellation request. Ms. ****** also signed paperwork that notifies her and states that she has READ all of our office policies, including our policy regarding the purchase of contact lenses. We have attached those documents with her signature. This is also confirmed by the photo of the receipt that Ms. ****** was kind enough to upload for you, that also states that policy. Although no manager was on staff that day, we ensured Ms. ****** would receive a call the following day regarding her concerns. Our staff members promptly contacted the manager, who reiterated our policy. However, recognizing Ms. ******'s dissatisfaction, management offered to process a refund of $275, which reflected the original $290 transaction minus a $15 fee to process the refund since her order had already been placed and processed by the manufacturer. 
  At our office, we maintain a FINAL SALE and NO RETURNS policy on all products. Ms. ******’s contact lenses had not yet been shipped, as we informed her that delivery would take 5-7 business days and that the lenses were on backorder. To support her needs during the waiting period, we provided a few days’ worth of complimentary sample lenses, which are not for sale but offered as a courtesy to ensure our patients are not without contact lenses. Additionally, we arranged for 30 days’ worth of free sample lenses—an accommodation we provide to care for our patients during the waiting period while their contact lenses are on backorder, and one not typically offered by other online providers. The $15 that is not going to be refunded is not for the trials of contact lenses as she stated, but our fee to process refunds. Also, legally, we are not allowed to charge for trials of contact lenses. We provide trials as a courtesy for our customers to show them appreciation for their business and loyalty.
  Despite our efforts to address her concerns and the goodwill gesture of the partial refund, Ms. ****** expressed dissatisfaction with our offer, ended the call abruptly, and has not contacted us since. We believe this offer demonstrates our commitment to customer satisfaction within the constraints of our policies. We hope this context is helpful as you review the complaint.
  Thank you for your attention to this matter. Please let us know if we can provide further information or documentation.
  Sincerely,
  Contact Lens and Vision Consultants, P.A.

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  A retailer’s return and refund policy is a legal document that outlines the terms for returns, refunds, and cancellations. If the return policy is not violated or is not clearly outlined, the default position is that the customer can expect a full refund under federal and state law. As stated earlier, my decision to cancel an item on back order doesn’t violate your return/refund policy as written. Please refund my account for the full amount of $290. It is important to remain polite, respectful, and factual when addressing customer complaints. The conversations are memorialized and open to the public. 
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 11/12/2024

  If we are being technical, our office policy has a FINAL SALE policy, which the customer signed that she was aware of. An "All sales are final policy" lets customers know that they cannot return the item for a refund or exchange once they make a purchase. And this is a standard in all businesses. When I purchase an item at a store that falls under the final sale policy, I understand that I cannot get a refund for this item or cancel the purchase and that I MUST be sure about purchasing said item. Again, we are being considerate enough to bypass that and still give the customer a partial refund on the order. Also, the lenses were on back order, NOT OUT OF STOCK, meaning the order was still processed by the manufacturer and we would still have to wait for the lenses to be shipped and delivered before we could return the product. And when we return the product the manufacturer then charges us a restocking fee of these boxes, which we would charge the patient as stated in our policy, but instead we are taking on the cost of this restocking fee on behalf of the patient. This shows that we are making a lot of compromises and exceptions to appease the customer. Again, we are offering the patient a refund of $275 and all things considered, we believe is a fair middle ground for both parties.