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:08/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On June 9th my wife and I ordered three prescription glass frames (#********, #********, #********) from Dr. M*****. It was suggested we order directly from him and not use our insurance due to the time involved with the vendor required by insurance. We were told the vendor would take a month and Dr. M*****'s office would turn *****d the frames in a week to ten days. We were also told Dr. M*****s office would provide discounted pricing to offset some of the cost of not using insurance. The total cost paid up front was $1,451. The decision to not use insurance was ours but clearly based on the expected delivery timeline established by the office. After a month passed with no glasses we began to follow up via phone calls inquiring as to an update. We were told on several instances at first there was a vendor delay, and then we were told the glasses were shipped, another call ended in us being told they hadn't been shipped. Bottom line is what we were told changed several times. In one instance we were provided tracking numbers which ended up being invalid. I had repeated calls with the office manager and finally Dr. M*****, one ending in his yelling and cursing at me about how I questioned his lack of providing what we paid for. This past week (8/14) we did receive one of the frames, 9 weeks after we ordered. One other pair has yet to be received (now past 10 weeks) and my requests for info have gone ignored for over a week. We requested a credit for the third frames and that too has gone ignored. I have several emails and notes that I can provide should they be needed. In summary, we paid $1,451 for glasses that were promised in 10 days - one set took 9 weeks, one pair is still missing and the third we just asked for a credit back. This has been the most unprofessional experience we have been involved with and simply just wanted what we paid for. At this point we prefer a full credit back due to the unprofessional approach which now has resulted in ignoring us.

  Customer Answer

  Date: 08/28/2023

  I received an email from the company with tracking info for the frames. The email contained old tracking data previously shared with me and contained invalid tracking numbers per the USPS. This email was in reply to another request for info that I had made. We still haven’t receiwned the missing frames or any reliable info pertaining to them.