Complaints

This profile includes complaints for Eyepolis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eyepolis

  3136 Main St. Homestead, PA 15120

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  Eyepolis

  167 E. Bridge St. Homestead, PA 15120

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:03/17/2024

  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.

  I went to this retail store for their selection of glasses. Ordered glasses around 2/19/24 and received them around 3/7/24. I received new glasses and all seem fine at first. But very soon the glasses kept sliding down on my nose area. I called and after two days had an appt to have glasses adjusted, second time since new. The first was went i purchased them. The next day the issue was worst as now i had a sore on my nose bridge and behind my ear. I have had glasses my entire life so glasses are not new to me. So I was now in physical discomfort, so i called in to speak to the Dr, staff said she is very busy and will call. They said they did adjustments what else to i want them to do? Really? Brand new, too sore to wear, yet they offer no help. I was told since they adjusted them, no returns? That's like buying shoes and saying you tied your shoes, cant take them back, Where is the customer service? Plus no where is the store is a sign stating anything about the warranty or purchase agreements. Finally Dr, C************ called back and her concern was not her customer, it was the rapport i had with her staff. If a person paid money, plus used their insurance and after the sale the vendor wont help, she would be upset as well. Especially being in pain from the product, I want a refund to me in the entire amount of $450.00 as they are receiving my insurance money also. I will drop glasses off at that time. Thank you

  Business Response

  Date: 03/22/2024

  I received Mr. ******* *********’s complaint regarding glasses he purchased 2/19/2024 from my optical store located in the small community of Munhall.  We pride ourselves on individual one-to-one customer service and feel disappointed that Mr. ********* was unwilling to allow us to help him.  

  Mr. ********* first walked into our optical 2/13/24 stating that he had been to several other optical stores where he could not find a frame he liked.  He knew that he no longer wanted a plastic frame like his current pair.  He was determined to purchase a “lighter” frame that would not be as uncomfortable as his previous pair.  He was told that we are a small optical store and work by appointment only.  He was allowed to browse that day but made an appointment to return the next day. The optician spent 1.5 hours that next day helping him choose two pairs of glasses that needed to be a large-fit, which he took pictures to show his girlfriend.  My optician sacrificed her lunch hour to allow him to select these two frames.
  

  He called one day later 2/15/24 in the afternoon and asked to speak with our optician. I answered the phone and let him know that our optician was assisting another customer and that I was happy to take a message and would ask her to call him back.  He snapped at me, “If your optician is too busy to talk to me for a sale then I will take my business elsewhere”, and he hung up on me. My optician at this point had spent 3 work hours with Mr. ********* trying to make him happy; therefore, this was an unfair comment.  She was kind and patient even while his 4-year old daughter ran around the optical grabbing glasses.
  

  On 2/19/24, he decided to purchase one of the two pairs that fulfilled his criteria of “light but sturdy”, and he was given extra-thin lenses.  He wanted to think if he wanted Transitions (lenses that turn dark in the sun).  We did not send his glasses to the lab awaiting his phone call while he decided on the Transitions add-on.  Two days later, he called to confirm his order and the glasses were sent to the lab to be made. 
  

  He returned 3/7/24 to pick up his glasses accompanied by his 4-year old child.  Again, my optician was kind and patient and dispensed his glasses, ensuring that they fit.  He was happy.
  

  He returned 3/11/24 to have his glasses adjusted.  We have a very small office, and there were three elderly patients, who had booked appointments, that were waiting to order and be fit for new glasses.  He insisted that my optician stop working with these patients stating, “They can wait…It will only take 2 minutes.”  She let him know that he could make an appointment to return for the adjustment to avoid waiting.  He sat down for 30 seconds before storming out.  Patients in the waiting room commented about his “entitlement” and “rudeness”.
  

  Mr. ********* called after he left and yelled at the front desk stating how “ridiculous it is for someone to need to make an appointment to have glasses adjusted when it only takes 2 minutes.”  Before the receptionist could speak, he hung up.  He called two more times that day and was told that there is only one optician, and the only way that he can be assured that he wouldn’t have to wait for an adjustment is to make an appointment.  
  

  He finally agreed and made an appointment to come in 3/13/24.  The temples of his glasses were bent because he had used a hair dryer and pliers and tried to adjust his glasses himself. Staff adjusted his warped glasses, and asked him if they were now comfortable.  He stated they were and continued to browse in our optical stating he wanted to buy a second pair.  He shook his head back and forth multiple times to ensure his glasses were not too loose on his face while looking at more frames.  The staff member for whom he had abruptly hung up the phone multiple times suggested that he might also look at Visionworks, but he stated, “I’ve already looked there and didn’t like their glasses.  I want to stay here because I like you guys.”
  

  He called back the next day demanding to speak to me, the doctor, because now his nose pads were uncomfortable.  He was told that I was seeing patients and would call him that afternoon.  He called three times that day and was told that I was still with patients and hung up before the receptionist could complete her sentence. I called him back and let him know that our aim was to make him happy and to fit his glasses.  My staff is stellar, and I will never allow anyone be abusive toward them. I let him know that he would have to be respectful to my staff.  Their job is to help people, which they do expertly and cheerfully every day.  When a man enters our small office and is disruptive, disrespectful, and volatile, this is scary.  
  

  In summary, It took Mr. ********* several days to make his decision.  This was by no means a typical sale that is usually made at one visit.  He had plenty of time to review his choice.  He purchased these glasses on 2/19/2024 that were fit to his dimensions with lenses that are made to his specific prescription.  He signed our “Refund, Return, and Cancellation Policy” (enclosed) that clearly states that once glasses are custom made to one’s prescription, they cannot be refunded. These glasses are not made on site.  We pay a lab to make his glasses. 

  When Mr. ********* picked up his glasses, they were adjusted to his face.  We offered to adjust and even spent time unwarping the temples that he had badly manipulated. We tried very hard to help him. The first step to help a customer is to have good communication, but he has shown no civility and yells at well-intentioned staff and hangs up the phone when they are trying to help.

  I ask, how can we make this right if he continuously storms in and demands we not attend to our elderly patients and hangs up the phone?  This is not quite like buying “a new pair of shoes that can’t be returned because the laces have been tied”.  He clearly damaged the frames by overmanipulating his frames himself using pliers and his hair dryer. This frame cannot be resold.  A plastic frame will not fit like a metal frame with nose pads.  He was determined to make this change. 
  

  He can most definitely return for an adjustment, but I ask that he schedule this because I will not allow my staff to be alone with him in the optical.  I want to be present in view of his previous bullying behavior.
  

  Sincerely,
  
  Viki C************, MD
  Eyepolis

   

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  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. 

   

  The eye doctor makes me out to be some type of mean crazy person.  She was not even involved in most of the issues until the end.  She can portray me in a bad light, if that is how she deals with customer service issue.  I should of made a better decision, before any purchased was made she told me she would not return my call for a sale as she was too busy.  Back to point, these frames after adjustment still were hurting my nose bridge area and ear.  They rubbed my nose area to the point i had a sore!  The staffs comments, well what do you want? we made adjustments?  Really? that's the caring for customers statement?  Ridiculous   Its apparent these frames are not suited for my face structure.  I only wanted to have the frames exchanged at the time, now i want a refund so i can get glasses that fit and don't give me sores on my face,  In the end the doctor is only concerned about her money and not customer service.  Proven by the other negative reviews.  I want a refund, nothing less.  Thank you

   

   

  
  Regards,
  
  ******* *********