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Business Profile

Optometrist

Pittsburgh Primary Eyecare

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Answered
    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.
    The company took payment for ********** and I was not made aware of any early termination or return fees for the product I purchased. I then had an issue with the product and was refused.Refund multiple times was told.I'd have to pay the restocking fee was offered replacements.That replacement was never sent off filed or issue corrected, and now the business is once again refusing to give me a refund.

    Business Response

    Date: 03/29/2025

    This is the first notice we received from the BBB regarding this complaint.  We refunded the consumer on March 17th.  We contacted the consumer (by phone) on Tuesday March 25th to make sure that he was happy with the refund and the issue being addressed.   He spoke with my practice manager, **** **********, and stated he received his full optical refund and was going to retract the complaint with the BBB.  Please notify us if this complaint is still current.

    Thank you,

    ******** ****

    Business Response

    Date: 03/31/2025

    Dear *****,

    Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced with your recent purchase.

    On March 11, 2025, you picked up your glasses from our office and shortly after, you informed us that you were unhappy with them. We immediately offered to remake the glasses at no additional charge to ensure your satisfaction. However, you requested a refund instead. We explained our refund policy and noted that this policy is displayed in multiple locations within our office and included in the bag with your glasses.

    We understand that you were unaware of this policy and were frustrated by it, and we apologize for any confusion or inconvenience this may have caused.  On March 12, 2025, our practice manager reiterated our offer to remake the glasses at no charge. You indicated that you would visit our office on March 14, 2025 to resolve the issue. Our office manager attempted to reach you at 9 AM on March 14, 2025, and left a message. On March 14, 2025 you returned the glasses and requested a full refund instead of remaking the lenses.   

    On March 17, 2025, our office manager contacted you again and informed you that we could process a full refund without requiring you to return to the office, as you had already returned the merchandise. You requested that the refund be sent to your original payment method and that an invoice be emailed to you. Our office manager processed the refund and verified your email address and sent the invoice as requested. Additionally, we contacted your vision insurance company on March 18, 2025, to reinstate your benefits.

    We did not receive notification about your complaint until the second attempt, which we were then notified of on March 24, 2025.

    We strive to provide excellent customer service and regret that we did not meet your expectations in this instance. We appreciate your feedback and will use it to improve our processes. If you have any further questions or concerns, please do not hesitate to contact us directly.


    Sincerely,

    ******** ****

    Pittsburgh Primary Eyecare, Owner


Pittsburgh Primary Eyecare is NOT a BBB Accredited Business.

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