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Business Profile

Optical Goods

Frameworks Eye Wear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 type

  • Initial Complaint

    Date:10/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 September 19, 2023 my husband had glasses make from Frameworks Eyewear after having his eyes examined by ******************************** OD. The lenses were not right and he couldn't see with them. We asked for a refund and the store refused. They had my husband go back to ***************** for another exam claiming that the doctor did something wrong. The doctor did nothing wrong with the prescription. The frameworks store said they submitted a claim to insurance but after calling Unitedhealthcare he found out that no claim was submitted. He believes this was a scam.The address to Frameworks Eyewear is ******************************************************** ************. The person he talked was named ****. She was adamant that the $249.89 that was paid to her would not be refunded. She was very rude.My husband would like to put in a complain about this business and have it investigated and put on notice. A refund would also be nice.

    Business Response

    Date: 10/11/2023

    Dear *****,

    I hope this message finds you well. We're sorry to hear about the issue you and your husband have experienced with the glasses purchased at Frameworks Eyewear on September 19, 2023. We value your feedback and appreciate the opportunity to address your concerns.

    First and foremost, we would like to extend our apologies for any inconvenience you and your husband have faced in this situation. We take all customer feedback seriously and are committed to resolving this matter to your satisfaction.
    Based on the information you provided, it appears there *** have been some miscommunication and misunderstanding. We would like to clarify our policies and the steps that have been taken thus far.

    Exchange Policy: As per our policy, we only exchange eyeglasses within 30 days from the invoice date. We do not offer refunds due to the extensive customization required for quality eyeglasses to ensure the best possible vision.  Every pair of glasses we make are inspected to meet the American National Standards Institute's of quality eyewear by qualified opticians.

    Prescription Changes: We acknowledge that the doctor did not make any changes in the prescription, and we understand that prescription changes are subjective in nature. We are limited to making the eyeglasses to the specifications outlined by the doctor. We cannot control other underlying eye health conditions that *** affect visual acuity.

    ****, whom your husband spoke to, should not have been rude, and we apologize for any negative interactions you had. We will address this with our team to ensure a better customer experience in the future.

    Again, we apologize for the inconvenience and frustration you and your husband have experienced.  Your concerns have been taken seriously, and we will work diligently to rectify the situation.

    Thank you for choosing Frameworks Eyewear, and we look forward to serving you better in the future.

    Sincerely,
    *****************************, Optician Frameworks Eyewear ******************************************************** Phone: ************

    Customer Answer

    Date: 10/12/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Frameworks Eye Wear is NOT a BBB Accredited Business.

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