Complaints

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

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  Innervision

  131 S 18th St Philadelphia, PA 19103-5201

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  Innervision

  1815 E Passyunk Ave Philadelphia, PA 19148-2127

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:02/17/2025

  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 paid $250 for new lenses to be placed in my own frames, but the store broke my frames. When I asked for the serial number to find a replacement, they didnt respond for four days. When they finally did, they claimed my glasses had no serial number and sent a picture of my frames next to their store-brand options. I think a mix-up is possible because my frames in the picture look a little different, dont appear broken, and I believe they were ******** which should have a serial number.I did not sign anything waiving liability, nor was I warned that damage was a risk. The receipt says, "I agree to store policies," but I was never shown or informed of those policies before payment. When I called after receiving their text today, they were argumentative. I acknowledged accidents happen but was frustrated by their delay. They initially denied the delay, then admitted they didnt answer my question for four days. One person said they were closed, another said they were open. So they may be just disorganized. The supervisor offered their store-brand frames or a partial discount on other options. She repeatedly asked, "Do you want glasses or not?" instead of addressing my concerns.I asked for the cost of my frames to find a better replacement elsewhere. The supervisor said I would receive my $250 tomorrow and hung up. Since that amount was for lenses alone, Im now left without frames.For a resolution, I think one of the following is fair:- Them paying for the repair of my frames & installing the new lenses (since Im not sure if the repair would make them more prone to breaking if I have someone else put the lenses in, leaving me in the same situation)- Them covering the cost of *** Ban (~$200) or a similar-quality replacement along with the $250 refund for me to go elsewhere - If they keep the $250, allowing me to choose a replacement outside of their store-brand options and installing my lenses

  Business Response

  Date: 04/15/2025

  Customer complaint: I paid $250 for new lenses to be placed in my own frames, but the store broke my frames. 

   

  Our response: The customers frame broke during the fabrication process. We did not intentionally break the frame. The frame had several years of wear and was of relatively lower quality to begin with. We are one of very few optical stores in ************ that is willing to install lenses in to a customers previously worn frame. Other optical shops do not provide this service for this very reason- old eyeglass frames can break during the fabrication process. For over 20 years we are known for very high quality and we have very few issues of any kind in our lab. We feel that installing lenses in to a used frame is an economical way for people to update their prescription and is in some small way a noble service. We do not however take financial responsibility for frame breakage- because as a very small business it is not possible. We are not in a position to lose money on our transactions. If we were to have a very high percentage of breakage that we were financially responsible for, then it would be a disaster for our business. But! we have only just a handful of breakage each year out of hundreds of orders where we install lenses in to a customers previously worn frame (C.O.F. customer own frame).  In order to protect ourmselves against financial responsibility, we list among our five store policies that we are not responsible for breakage of old frame if we are installing new lenses. There are virtually no other signs in our checkout area other than the sign that lists our small number of store policies. On the credit card receipt that our customers sign, it very clearly asks them to accept acknowledgement of these very few and reasonable policies. Adults in the ************* are expected to be of sound mind when signing their name and are expected to do so only when they are ready to take responsibility. If they are not ready, they are expected to ask more questions and do more research. Salespeople in the ************* generally do not review with potential customers the reasons not to make a purchase. 

   

  I say all this to demonstrate what we have to do but ultimately when a customers frame winds up breaking during fabrication we almost always do not follow our own policies- that the customer has already agreed to. We are a small group of dedicated individuals, and therefore we have empathy when a frame breaks. We not only care but we also show our generosity and offer the customer a brand new frame at no charge- even though it has been mutually agreed upon ahead of time that we have no obligation to do so. This is exactly what happened in this case. We offered a brand new frame of higher value than the old frame that broke during the fabrication process. 

   

  We made this offer of a new frame within ten minutes of the old frame breaking. The offer was made via text message at 12:58pm on Feb 12. The customer responded to us ****** on Feb 13. Our store closed 14 minutes after the customer responded and just as we were closing for the night. We were, as occasionally happens, unable to get to her late arriving message before leaving for the night. The customer did not respond for basically one and a half full days.  As a coincidence, our store was closed the following day, Friday Feb 14th because the ******************* were holding their Super Bowl parade. Businesses were encouraged by the city to close and celebrate the historic event and we were more than happy to do so as our entire staff was looking forward to attending.

   

  Customer complaint: When I asked for the serial number to find a replacement, they didnt respond for four days. When they finally did, they claimed my glasses had no serial number and sent a picture of my frames next to their store-brand options. I think a mix-up is possible because my frames in the picture look a little different, dont appear broken, and I believe they were ******** which should have a serial number. 

   

  Our response: The customers glasses definitely fractured, and they definitely were not Ray *** glasses. It was obvious to us that the frame was not a Ray *** model because we are familiar with her frame. It is an inexpensive, insurance company issued frame that has been popular for years. Even though we knew for certain that was an insurance issued frame, we took the extra step of contacting our *** *** representative, who confirmed what we already were sure of. As previously demonstrated we initially responded immediately and then the circumstance of the Super Bowl Parade came in to play because the customer delayed in getting back to our immediate response. 

   

   Customer complaint: I did not sign anything waiving liability, nor was I warned that damage was a risk. The receipt says, "I agree to store policies," but I was never shown or informed of those policies before payment. 

   

  Our response: When an adult signs an official document in the ************* it is expected that they do so in sound mind and body. If there was a question about our store policies at the time of signing then we would have been more than happy to review the store policies with the customer. The sign which lists the store policies happened to be right next to where the customer wad sitting and could have very easily been read without our assistance. It is important to note that another policy is that we do not give refunds and all sales are final. But! we gave this customer a full refund and still offered to provide a free frame and the lenses they purchased at zero cost to them. Please think about this: we offered a free set of frames and lenses to the customer and gave them a 100% refund. The customer chose not to take us up on this offer. In essence, our store policies played no part in this highly confusing situation that we seemingly had no earthly ability to resolve. 

   

  When I called after receiving their text today, they were argumentative. I acknowledged accidents happen but was frustrated by their delay. 

   

  Our response: It is the contention of multiple staff members that the customer berated us over the phone repeatedly. My store manager called me immediately after the phone interaction. Before I had ever heard from the customer, I was informed that this was an irate and unreasonable customer. There was obviously a tense phone exchange. Over many years my manager has never once been accused of being argumentative or disrespectful towards a customer. But! I did not personally witness the call and cannot therefore verify either account of events. I dont feel that either the customer or my staff should have to feel abused by any situation in my shop. After all, were talking about eyeglasses. The reality is, that both parties felt beat up. I never want this to happen in my shop. I apologized profusely to the customer and my staff. I genuinely feel bad for everyone involved. Ultimately anything that happens in any of my stores is my responsibility. My staff accepted my apology but after many hours of unpacking the customer would not. I accept that stance although I dont understand what other remedies there are for the hard feelings. I have explained the remedies that we offered for the glasses. Im only left to guess what the customer wanted us to do other than apologize. Did they want me to fire three members of my staff that have never even had a customer complaint before- after many years in my employment? Was there some sort of feeling because I have a staff comprised entirely of Black Women? Im not suggesting either of these things I am only drawing at straws because there is no way for me to know. 

   

  Again we responded within in minutes of the breakage but the customer did not get back to us for one and a half business days- and even then it was just as we were closing and the day timed out before we could get back to her that day. 

   

  Customer complaint: They initially denied the delay, then admitted they didnt answer my question for four days. One person said they were closed, another said they were open. So they may be just disorganized. 

   

  Our response: Please see time stamp on text messages to understand. We apologize that we were closed for a very special city-wide event that has occurred twice in ************ history. We are sorry that the customer chose not to respond to us as soon as we reached out and when they did it was right at closing and we did not have the end-of-day time to respond. The customer has indicated that getting their glasses was a near emergency situation but throughout the process never really behaved like it was. Rather, they spent an enormous amount of time dwelling on their feelings over a phone call. Whatever may or may not have transpired on the call, the customer was apologized to repeatedly. Despite the apologies and the expressed need for the glasses, the customer never- to this day- took the minor actions needed to receive their glasses (such as, come get the glasses from us). 

   

   

  Customer complaint: The supervisor offered their store-brand frames or a partial discount on other options. She repeatedly asked, "Do you want glasses or not?" instead of addressing my concerns. 

   

  Our response: Customer spent over 13 minutes berating the store manager who was attempting to offer the customer a free pair of glasses because the customer had insisted that they needed glasses desperately. The store manager timed out of patience for being verbally abused, which we take responsibility for. It is still highly confusing why the customer did not allow us to make them glasses at any point in this ordeal despite the insistence that it was an emergency. Despite hours being spent on trying to resolve the issue I am still unsure what the customer wanted us to do besides apologize profusely, accept responsibility, make free glasses quickly. What else could be done?  

   

  Customer complaint: I asked for the cost of my frames to find a better replacement elsewhere. The supervisor said I would receive my $250 tomorrow and hung up. Since that amount was for lenses alone, Im now left without frames. 

   

  Our response: We refunded the full amount paid to us of $250 for lenses and offered a brand new higher quality frame to replace the old, worn lower quality frame. The customer decided not to receive a free pair of glasses at no charge even though they stated they were in dire need. Had the customer come in to the shop and chosen a model they liked (or chosen on our website) we would have made their glasses up within minutes and they would have glasses at no charge. I do not understand how the customer was left without frames!?! The customer received 100% of the amount back that they paid us. Therefore we received $0.00 from this customer. And we offered to make a free pair of glasses for them at least two dozen times. Customer chose not to receive free glasses. 

   

  Customer: For a resolution, I think one of the following is fair: - Them paying for the repair of my frames & installing the new lenses (since Im not sure if the repair would make them more prone to breaking if I have someone else put the lenses in, leaving me in the same situation) - Them covering the cost of *** *** (~$200) or a similar-quality replacement along with the $250 refund for me to go elsewhere - If they keep the $250, allowing me to choose a replacement outside of their store-brand options and installing my lenses 

   

  Our response: The customers own used frame has a value of approximately $60. It is an inexpensive, insurance company issued model that has been discontinued and out of production for several years now. We cannot acquire this frame because it is no longer made. We offered to provide a free brand new frame of higher value and quality, gave a 100% refund and offered free lenses as well. It is not within my comprehension as to what the customer is looking for. We still to this day have her broken frame and are willing to make a totally free pair of glasses for them- even though it makes no sense for us to do so. What does this customer want? We are not willing to pay this customer $250. 

   

  **It is also very important to note that this customer sent me over two dozen text messages to my personal phone during the hours of 11pm and 4am over this matter.  Even though we gave a full refund and offered a free brand new pair of glasses.***