20/20 Vision Center

I returned 2 opened boxes of contact lenses that weren't the correct prescription. The office granted me a credit, but now wants it used immediately.I returned two opened boxes of contact lenses because the prescription was incorrect. I had no way to know it was wrong UNTIL I OPENED THEM. I returned the lenses to the office and was granted a partial credit. I spent the next six months trying trial after trial of lenses and the Doctor was unable to fit me with a lens that did not cause a reaction OR that was the correct prescription. I got a recommendation for an eye Doctor in another town and went there to be re-examined. I have not been back to the office in this complaint since. I called today (3/24/2014) and was told that I need to give them my current prescription ASAP in order for my credit to be honored. I do not need contacts now, because I have already ordered my contacts for the year. When I informed the employee that it would be in October when I get my yearly exam, he told me that I needed to go ahead and get them a prescription or my credit might not be honored. If I had not had so much trouble with the staff, their inaccurate record keeping, rudeness, and inability to fit me with contacts, I would have taken care of this a long time ago.Desired SettlementTo honor the credit that is on my account when it is time for me to reorder contacts.Business Response Patient was seen in our office three (3) years ago on the following dates:3/9/11 Initial Exam5/25/11 Contact Lens Check6/24/11 Contact Lens CheckOn 3/9/11 patient paid for everything including a 6 month supply of lenses. Patient wears a [redacted] lens to correct an Astigmatism, one of the most difficult lenses to fit as several factors are being adjusted at once to get the best fit. Patient was subsequently unhappy with her trials and the original lenses were returned for credit as they were not yet dispensed. Patient returned on 5/25 and 6/24 for adjustments to her prescription. On 8/24/11 patient returned and said she liked her first fit the best and ordered those contacts. Patient did not return to pick up until 12/8/11.She subsequently said she couldn't see out of them and returned OPENED boxes for a credit. As it was now almost a year since her initial exam, given that the patient was non-compliant in following the Doctors instructions as evidenced by the time line and that the boxes had been opened we were unable to give her a credit. When she contacted us this week about the matter we offered to get her two pairs of trial lenses if she would bring in her current prescription. As it had been three years, we not really interested in dragging this matter out further so she was told she needed to do it now. If she is currently wearing contacts she can get a current prescription. At this time we are no longer willing to do anything to try to satisfy this patient. We regret that we were unable to meet this patient's expectations but believe her inattentiveness and non-compliance to the matter at hand resulted in her unhappiness and not any action on the part of 20/20 Vision Center. Consumer Response As originally stated in my complaint, I was given numerous trials - not just the two stated in the company's response. Approximately every two weeks or whenever a new trial was ordered from the time the original contacts were returned, I went back the office for trials and re-fits. Of course I have no record of this, because I had no idea this sort of thing would happen. I did not wait until December to pick up my contacts, but again, I have no record of when I did pick them up. The level of difficulty required to fit a patient to the proper lenses should not be an excuse for failing to do so. Also, as stated before I had no way to know the contacts were incorrect until they were put in my eyes. The Doctors' inability to properly fit a lens is not the fault of the patient. My frustrations and concerns were NEVER addressed. The Doctors incompetence was the problem as was the office staff. Because of the difficulties I had with this office, I went to another eye doctor - that doctor didn't seem to have any trouble fitting me with a lens with a correct prescription. There isn't really anything they can do to "satisfy" me, I just wanted them to honor the credit I earned by returning merchandise.Final Business Response This is an issue that the patient let sit for THREE (3) years so of course she doesn't remember anything accurately. My information comes direct from our records. I regret that she was unhappy but I stand by my original statement, it was more her fault than ours and there is nothing additional we are prepared to do at this point.

Debited card for product they could not get. Would not or could not credit card for refund.On Feb. 3 2014 I purchased contacts that had to be ordered for $85.00. Later about 45 mins. they called me at home and said they where discontinued. I asked the lady if she could just credit my card back. She said I would have to come into the store using the same card for a refund. Ok. Next morning my wife went to the store and the gentleman who waited on her tried to run it to credit the account and the machine didn't work. he then said he would have to submit it to his boss and send us a check in which he could not tell us when or how long we would have to wait for our money which was earmarked for contacts. [redacted] the young man that waited on us said that this has been a continued problem in the past. My problem is if you are going to do business with the public and deal with money you must focus on your on this problem refund, credit. I have not got my money back, and even if I did I would never do business with 20/20 again. Desired SettlementIf they are going to freely debit and charge immediately, make sure they have the means credit likewise. They don't want to wait for their money no more than we do. Business Response It is the policy of 20/20 Vision Center to only issue refunds via check except for SAME day cancellations. Patient chose to wait until the next morning to return. A refund check for the full amount ($85) was cut the next day 2/5 for the patient and hand delivered from the corporate office to the local office the same day. Despite patient's verbal abuse of our staff, every reasonable effort was made to accommodate him and we regret any inconvenience he may have suffered.