Paramount Optical Lab

This is the sequence of events as [redacted] the store manager describes them.  [redacted] was the person that was involved with [redacted].On 9/4/2014 [redacted] came into our office with her glasses. The right lens had visible scratches in the reading area which was causing Ms. [redacted]...

issues with her reading vision. I suggested we try to remove the anti-glare coating in hopes it would remove the scratches and improve her vision. She clearly stated, the problem she was having needed to be fixed because she was unable to use her glasses the way they were. Never did she mention to me she had a new prescription. On 9/5/2014 we tried to remove the coating but it did not improve the function of her glasses. Under our warranty policy we are able to remake a lens under a scratch warranty 1 time in 1 year for a $20 charge. Ms. [redacted] was very clear in stating, when she brought in her glasses they were unusable the way they were. On 9/5/2014 we started the process to remake her lens. The return time on products from our store is 7-10 business days. Ms. [redacted] did tell me she had a back up pair of glasses to wear in the mean time. When Ms. [redacted] and I talked on 9/10/14 I gave her an update on the glasses and explained what we were doing to fix the problems with the scratches. During that conversation Ms. [redacted] never asked if I could return her glasses with the scratches. If she would have, I could have had them back to her the same day. Also, she did not mention to me she had a new prescription at that time. On 9/15/14 I notified Ms. [redacted] her glasses were finished and available for pickup. When Ms. [redacted] came into the office she unable to have a conversation with me that did not involve raising her voice. I did ask her to contact the Revdex.com because she could not have an adult or professional conversation with me. I had other patients in my office who I did not want to be a part of the awkward situation Ms. [redacted] created. What I was not able to express to Ms. [redacted] was if she would have mentioned she needed her glasses back at anytime through this process I could have had them back the same day, with the scratched lens. Also if Ms. [redacted] would have wanted her new prescription in her glasses the price would have been $174.50 not $20.00. I am very sorry for any miscommunication between myself and Ms. [redacted] and throughout this process of fixing her glasses I did not make any decisions for her. She could have asked me to return her glasses at anytime.

Review: On September 4, 2014 I went to Paramount Optical because the right lens of my glasses was giving me difficulty when I read. I asked the rep to check to determine what was needed to be done. I had a new Rx for glasses with me which I would use if I needed a new lens. The rep said there was a very small scratch that was hardly noticeable. However, since I only use my right eye I explained I wanted to fix the problem. She said having the anti-glare coating redone would be all I needed and they would be back by Sept 10. She promised to call when the glasses were back. I had another pair of glasses at home so I figured I could make it that long even though my other pair of glasses hurt my nose.When I had not heard anything by Sept 10, I called the following day. I was told that they found that the scratch was deeper than first thought and they had proceeded with making a new lens and coating. So the glasses would not be back until the next week. I was upset that the rep had gone ahead with that decision on her own without calling me since I had the new Rx for my glasses and they used my old Rx based on her decision rather than mine. She said she could have the order changed back but that would take even more time. I told her just to get my glasses back to me since I did not want to keep waiting any longer. I was called Monday, Sept 15 (now nearly 2 weeks since this started). I asked the rep who I could talk to about the situation and she said nobody since she is the manager of both locations. That is the reason I decided to contact you. While I was not charged for the new lens, she made a decision for me, her customer, without my OK or a phone call to me.Desired Settlement: Unless she owns this company, she must work for somebody. If so, somebody should know that she makes decisions for customers without their knowledge, input or OK.

Business

Response:

This is the sequence of events as [redacted] the store manager describes them. [redacted] was the person that was involved with [redacted].On 9/4/2014 [redacted] came into our office with her glasses. The right lens had visible scratches in the reading area which was causing Ms. [redacted] issues with her reading vision. I suggested we try to remove the anti-glare coating in hopes it would remove the scratches and improve her vision. She clearly stated, the problem she was having needed to be fixed because she was unable to use her glasses the way they were. Never did she mention to me she had a new prescription. On 9/5/2014 we tried to remove the coating but it did not improve the function of her glasses. Under our warranty policy we are able to remake a lens under a scratch warranty 1 time in 1 year for a $20 charge. Ms. [redacted] was very clear in stating, when she brought in her glasses they were unusable the way they were. On 9/5/2014 we started the process to remake her lens. The return time on products from our store is 7-10 business days. Ms. [redacted] did tell me she had a back up pair of glasses to wear in the mean time. When Ms. [redacted] and I talked on 9/10/14 I gave her an update on the glasses and explained what we were doing to fix the problems with the scratches. During that conversation Ms. [redacted] never asked if I could return her glasses with the scratches. If she would have, I could have had them back to her the same day. Also, she did not mention to me she had a new prescription at that time. On 9/15/14 I notified Ms. [redacted] her glasses were finished and available for pickup. When Ms. [redacted] came into the office she unable to have a conversation with me that did not involve raising her voice. I did ask her to contact the Revdex.com because she could not have an adult or professional conversation with me. I had other patients in my office who I did not want to be a part of the awkward situation Ms. [redacted] created. What I was not able to express to Ms. [redacted] was if she would have mentioned she needed her glasses back at anytime through this process I could have had them back the same day, with the scratched lens. Also if Ms. [redacted] would have wanted her new prescription in her glasses the price would have been $174.50 not $20.00. I am very sorry for any miscommunication between myself and Ms. [redacted] and throughout this process of fixing her glasses I did not make any decisions for her. She could have asked me to return her glasses at anytime.