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Business Profile

Optometrist

Rolling Hills Eyecare

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

This profile includes complaints for Rolling Hills Eyecare's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rolling Hills Eyecare has 2 locations, listed below.

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    • Rolling Hills Eyecare

      1045 N Grand Ave Ste E Pullman, WA 99163-3473

    • Rolling Hills Eyecare

      120 N Main St Colfax, WA 99111-1801

    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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    • Initial Complaint

      Date:11/01/2023

      Type:Delivery 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.
      I ordered my glasses May 2 2023. I paid for and ordered them to be transitions. I can't find my record of payment so I think I paid cash around $100.00 They should have it on file. On June 30th I picked them up and they did not transition. My current pair of glasses was completly broken in half and were not repairable so I really needed my glasses. To remedy this the incorrect/new lenses were removed from the new frames and my old lenses were placed into them. The incorrect/new lenses were sent back and months later I received a call from the business. I was told my second pair of glasses which were a pair of sunglasses had arrived. I didn't understand why they thought I ordered prescription sunglasses. I had to re-explain this situation to them and the person (I think it was the same person each time) advised they remembered and would send those sunglasses back to the lab and order the transitions. This was the second time it was incorrect. I was advised or so I thought that those glasses were being sent back to the lab for them to be remade the third time. I waited months and called back. At that time I was told that the glasses were never sent back and that the ************* wanted them back. The same person advised me he didn't realize the lab wanted them back. This makes no sense to me that the business was not doing anything reasonable to correct their second mistake. I was told it would probably be about two more weeks for the glasses to come back. It's been three more weeks now and last time I called a couple days ago there were still no glasses. This is absolutley unacceptable. I want my money back or my glasses. I understand I have the fames and don't expect a full refund. My order shouldn't be on the back burner it should be high priority as I've been waiting longer than any other customer I imagine. I paid for them and have been waiting 6 months now! I'm almost due for next years exam as November will be month 7.

      Business Response

      Date: 11/07/2023

      Hello,

      Thank you for your time in leaving this feedback. I sincerely apologize for the delay with your order and agree that the order timing is unacceptable. I am working with our team to review how this happened and to give our team guidance to ensure a better experience going forward. I will be contacting you directly to provide order status updates and provide refund information. Please do not hesitate to contact me with any further questions.

      Best Regards, 

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

      Office Manager, Rolling Hills Eyecare

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

    Rolling Hills Eyecare is NOT a BBB Accredited Business.

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