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:01/21/2024

  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 was given the incorrect eye glass prescription by Stacey R*** on 6/16/2022. It was filled at ************ on 8/3/2022. The prescription was incorrect. When I returned to Brass Eye ****** on 7/13/2023 I told Dr. R*** that my prescription was wrong. He said there was nothing he could do because it wasn't filled at Brass Eye Center. To which I replied "A correct prescription can be / should be able to be filled at any reputable optical store. I went back to ************ and had a vision test conducted there and purchased new lenses for $667.00

  

  Business Response

  Date: 01/23/2024

  Hello, ******** never contacted our office to express concern that she was having any trouble with her eyeglasses. Had she called, we would have done another exam to check the prescription at no cost to her. Additionally, ************ would have remade the lenses at no cost. When ******** was given the prescription in 6/2022 she was seeing 20/20 with that prescription from Dr. R***. While some people are not able to accommodate once glasses are made, we still would have done a free refraction check for her. There is nothing showing that she was given the wrong prescription, only that her prescription changed over a year later. We cannot refund eyeglass lenses that were not made by us and to reiterate, had she contacted us originally we would have done a no charge prescription check.  Sincerely, Sara B*******

  Customer Answer

  Date: 01/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 1) On 6/2022 the prescription given to me was incorrect.  2) When I picked up my glasses at ************* they could not give me another set of glasses because the prescription was written by Stacey R***. ************ is not        responsible for correcting the errors of Brass Eye Center. 3) I did call in September of 2022 and was told that unless I made an appointment, the Brass Eye ****** could not do anything. I had  health issues at the time and      did make an appointment for July 2023.  4) During my visit with Dr. R*** in 7/2023, he affirmed that there was  Brass Eye ****** could do because the glasses were not purchased at their facility. 5) I could not afford to purchase glasses at their ********* ****** because I could not afford their prices. 6) The mistake was solely on the part of Stacey R***. To expect me, a senior citizen on a fixed income, to cover the cost of four (4) pair of glasses in a one-year                   span of time, and yet only have the usage of two pair is unprofessional and unconscionable.  
  Regards, 
  
  ******** *****