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:01/31/2024

  Type:Product 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.

  Today I spoke with the manager of Blacksburg Eye Associates asking for a full refund on glasses purchased this month of January. They issued a partial refund, but did not offer to refund the full purchase price. The receipt tells me they charged a restocking fee excessive of the amount of the frames that were returned. They told me they could not resell the frames. I have included the invoices, which are quite confusing.
  
  I have returned the contact lenses, as well as the glasses due to improper fit. I do not have a return receipt for the contact lenses and neither return purchases have been issued to my bank as of yet.
  
  When I purchased the glasses, there was no discussion of a "digital lens" nor a "blue blocker filter", which are not what I ordered. I specifically told them that I did not want any filters on the lenses. The discussion during the purchase of the glasses and lenses did not involve any mention of the color filter on the lens, which I would have not purchased. Nor would I have purchased the "digital lens", which was not discussed. They also did not disclose that I would be bound to these lenses should they not provide what I needed.
  
  The manager told me that I "custom ordered" these lenses, but neither of these attributes where discussed during the purchase process. When the lenses arrived and I sat for a fitting I exclaimed "whoa, these are not right." They assured me that I would get used them and so I took the glasses home. After an initial week, the issues were unbearable and I asked for a solution. They offered to replace the lenses, but told me that should the frames break, I would be responsible for replacing them.
  
  They failed to accept any responsibility for the errors in the order, telling me it was my responsibility. The manager told me that should I accept his offer to have the lenses replaced and still was not satisfied, I would still not be able to be issued a full refund.
  
  I would like a full refund for the lenses and frames.