Complaints

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• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 went to Advanced ******** in Covington, ** to get the glasses I purchased there tightened. In the process of tightening them, they broke them. They offered to replace my maroon frames with either ugly black or red ones. If I wanted anything else it would cost me at least $350.00. HORRIBLE BUSINESS PRACTICE.

  Business Response

  Date: 02/08/2023

  This patient came in with a frame that was black on the front with burgundy on the back that was purchased mid 2021 wanting an adjustment.It did break in our opticians hands and we offered to replace the frame no charge in one of the colors the manufacturer had still available: all black and an all burgundy color.  Our optician did make sure she left the clinic with her glasses in wearable condition so she could see. The patient did not like the available colors and requested a different frame.  I explained to her we could offer her a different frame of equal value of her choosing and she would have fees associated with her lenses as the existing lenses would not fit into a different frame.  She accepted the same frame in all black color.
  
  After speaking with the clinic owner, he gave me the authority to offer her the same as above additionally with 50% off the cost of her lenses. She declined the offer to switch frames but did accept the new frame in the black color.
  
  We did our best to aid her in this situation.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19362999
  
  I am rejecting this response because:

   

  I purchased my glasses from this company on July 15, 2021 at a cost of $746.00.   My glasses are less than 2 years old.  At the time of purchase I was told by the company that "If your glasses become loose, just stop in and we will tighten them for you."  That is what I did on February 7, 2023.   On that date, I stopped at the company to get my glasses tightened.  The clerk looked at them and said, "No problem" and took my glasses with her to the back.  At no time did she say that there was a possibility that they could potentially break in the tightening process. As previously stated, the clerk came back out with my glasses broken and taped together.  The clerk said that they would replace my frames which are a maroon color.  She looked up the frame and stated that they had discontinued the color of frame that I have.  The only frames they had left were black or a translucent red. As glasses are a part of my face on a daily basis, I did not want black or red.  I told them I was not happy with those options and said I would rather have something else. The manager stated that I could get new glasses, but that there would be a charge for them.  I was later contacted and told that the Dr. offered me 50% off new lenses and a credit toward a new frame valued at the cost of my broken frame.  I asked what my out-of-pocket cost would be and was told it would be $350.

  I just stopped in that day to get my fully functional, less than 2-year-old glasses tightened (as they instructed me to do upon purchase).  I am a senior citizen, on a fixed income and I do not think it is right to have to pay them money, to correct what they broke.  As far as accepting the black frames - at this point I don't really have a choice.  It can go around with /glasses that are taped together, spend $350 more than my original $746, to have glasses I like (which I had when I walked in there) or accept the black frames.  I need glasses to see, so I said okay to the black frames.   I do not feel that the company made me whole in this situation.  I paid them $746 for glasses I liked and they broke them.  According, I believe it is only right that the replacement glasses also be ones that I like.  

   

   

   

   

   

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/14/2023

  Our business has attempted to make this situation right.  The glasses where purchased 19 months ago and our first response was attempting to find the frame, however the manufacturer does not make this color any longer (Black with burgundy inside).  We offered the patient to select from the colors available.  She rejected this even though there was a solid black frame available. 
  
  We then offered to let the patient take the cost she paid for her frame an apply it to the purchase of a new frame, explaining however that there would be fees associated with purchasing new lenses.  She did not like this.
  After speaking with our clinic owner we did offer to let her use the value of the frame toward the purchase and she would just need to pay any overage on the frame and 50% of the cost of the lenses.  She still was not satisfied with this, however she accepted getting the same frame in a different color which is being done and no cost to her.
  At this point there is nothing more I can offer her.
  
  ******
  Office Manager

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19362999
  
  I am rejecting this response because: Apparently there was more they could do given the fact that they reached out to the Oakley representative who had the same color frames as the ones that broke.  In the end, I received what I requested, a replacement frame in the color I originally purchased.  I am now satisfied..
  
  Sincerely,
  
  *****************************