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:04/15/2024

  Type:Product 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.

  This issue concerns inconspicuous return policies. When purchasing goods from the merchant, I was not made aware of the Return policy. The merchant did not provide a receipt with a posted return policy until I informed them I wanted to cancel my purchase. If I knew the Merchant's purported policy I would not have purchased my glasses. I underwent an eye exam at Eye and Health at 6 pm on Thursday, April 11, 2024. (email attached) I have no complaint related to the cost of the exam. I was shown glasses to purchase. I was brought to a desk to purchase the glasses and did not see a return policy. I was never told that there was a return policy. Therefore, I was under the belief that this merchant would conform to NY State's default 30-day full refund policy.After selecting glasses, the salesperson took my card and completed the purchase. I was told I would be given my invoice/receipt electronically. I did not receive any invoice before the merchant closed. I called on Friday, 4/14, and was told I'd get my invoice soon. I did not. I called again on Saturday, 4/15, to cancel my order as I was uncomfortable with the lack of forthcoming documentation and what I felt was a misrepresentation of insurance coverage. They refused to cancel my order and would only provide store credit upon return. Then the provider gave me my invoice. I called again to ask where the return policy was posted so I could read it. I was then informed there was a separate receipt that they never provided. They finally provided it upon request. (receipt attached with return policy missing durational element)I would not have purchased the product if I had known the policy. The salesperson did not inform me of the policy, and I do not remember seeing a return policy conspicuously posted at the PoS. If I had received my receipt at the time of purchase, I would have immediately canceled my order. I want to Cancel my order for these glasses and receive a full refund. (Lens and Frames ($688))

  Business Response

  Date: 04/18/2024

  To whom it may concern, 

   

  My name is *********, Practice manager, and I'll be able to further elaborate on the complaint in question. I do want to note that I have attempted to contact the patient regarding this matter for further clarification on our practice policies as well as to reach a resolution. As of now, no response to my requests have been received. We apologize if the patient was not aware of our return policy at the time of filling her prescription. A receipt was sent to her with this information once we were able to reach her for an updated email address. We also don't expect for patients to willingly fill their prescription under the assumption that they can and will call back shortly after to cancel the order. Nevertheless, we are more than open to reaching a resolution with this patient at her earliest convenience and we deeply apologize for any confusion caused. Should you need any further clarification, please feel free to contact me at ***************************** or by phone at ************. 

   

  Best regards, 

   

  *********