20/20 Vision Ctr

Initial Business Response /* (1000, 6, 2015/04/09) */
Contact Name and Title: ***/Office Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@2020vision-care.com
At time of patient's exam employee *** stated we have a day RESTYLE policy which means if the patient doesn't like the
frame we will exchange for anotherWe do not return glasses as they are made specifically for each patient and cannot be reused*** told me the conversation she had with the patient, and, knowing she is aware we do not have a refund policy, I do not believe she told her of returns being allowedI spoke at length with the patient about this on the phone and told her the option was to refund 1/of what she had paidAt that time the patient agreed to this and a refund was made on her credit cardI, as the Office Manager, and Dr***, the owner, were in agreement that we do not refund eyeglass lenses and therefore were willing to give a refund of 1/the cost of the patient's glassesWhen speaking with the patient she seemed to agree this was the best compromise and had thought all issues were resolved at that time
Initial Consumer Rebuttal /* (3000, 9, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** told me that the REFUND policy was daysI have never heard of a RESTYLE policy*** was more wrapped up in telling me about her personal life (how her and her boyfriend recently broke up, that she was moving to an apartment right down the street from the office, that her boyfriend showed more attention to their dog than to her, that his friends warned him that he was going to lose her, they lived in a house together, and that she would be living alone with her cat and even showed me a picture she had on her cell phone, her friends/family were going to help her move that weekend and it was the weeknd they usually have their family time on)So do they not think that *** was not focused on her job that day because she and her boyfriend had broke up earlier that week*** in fact did tell me the REFUND policy was days! How could she possibly have been focused on her job if she was more into telling me all about her personal lifeMy exact words were "what is your refund policy?" Her EXACT response to me was "days from the date of the purchase"