Reviews

Review Details

• Review fromDaniel T

  Date: 06/03/2024

  1 star

  Daniel T

  Date: 06/03/2024

  Horrible experience! Purchased glasses with scratch guarantee to replace lenses twice if they get scratched. They replaced them one time with no problem. Called them a second time. They ordered lenses and replaced them when I went into office ( they had me wait in their dark waiting room as opposed to the normal lit fitting area). Handed me glasses without checking fit, etc. I went out to my motorcycle on bright day and rode home with my tinted visor. Got home and looked in mirror and found they had installed dark tinted lenses (my original had the lightest tint available and almost looked clear). Called them the next day as they were closed. Told them I received dark tinted sunglasses, no where near my original. The girl said "yes I saw that". Instead of calling lab and correcting mistake, she installed them in my frame and sent them my scratched lenses! They said my only option is to let them send the lenses back to have tint removed and redone. I explained I don't have glasses to wear while this is taking place. They have no other answer for me! I told them they need to do what any other business would do when they s**** up, and make me new lenses. They no longer respond to my calls! Don't understand how they can treat people this way, when it was obviously their mistake. I have very poor vision and can't possibly see at night to drive, etc. UNBELIEVABLE!!!!! Avoid them.

  Willowbrook Eye Care Associates

  Date: 06/10/2024

  I would like to clarify how this situation was handled on our end. When you had your lenses replaced both times it was under your anti-reflective coating warranty. It is the labs policy that the old lenses are returned to them in a timely manner to allow the warranty credit to be processed. Tinting lenses (especially with light tints) is a variable process so the darkness can vary from one job to the next. When the glasses were dispensed to you (we would not dispense any glasses or conduct any business in a dark room) you did not point anything out to us and you left. If you would have brought up your concern with the product at that time we could have empathized with you and put your old lenses back in as we attempted to find a resolution. After you called our office with your concern my staff did promptly contact the lab to see what could be done and they offered to take the lenses back and have the anti-reflective coating stripped and the lenses bleached to lighten the tint. They told us that this process cannot be rushed and could take up to two weeks to complete and return to us. They would not offer any other resolution as this was already your second remake and the warranty period had expired. My staff also went as far as checking with your previous vision insurance company to see if anything could be done and again their answer was no because you no longer had the plan. This is not an example of terrible customer service as you had accused my staff of in an earlier phone conversation. Our office returned your calls multiple times to update you on the situation and they were not treated in a professional and courteous manner. I understand that you are frustrated but I want you to be aware that my staff did not goof up as you implied. They went above and beyond what they had to do in this situation. Your lenses were already remade twice for you and are now out of warranty. The lab will not honor any additional remakes for this reason despite our attempts. We strictly followed the policies and procedures of your insurance company and their contracted lab.