Arboretum Vision Care Optometrists and Optical

I had an exam (including eyeglass and contacts) at Arboretum Vision Care (Office)My contact lens prescription was finalizedI placed an order for a multi-pack of contact lenses from an online eyewear/contact company (Company)Order arrived with incorrect prescriptionAll three numbers (D, BC, and Dia) were correct except BC number was “-“ rather than “+” making my contacts unusableI spoke with the doctor’s office staff (Neil) and told him the situationI asked if there was anything in my file about the information provided to the CompanyHe said there was nothing in my file to indicate any information was provided to anyoneAfter my conversation above, I called Company and told them the Office had no record showing they had provided information to CompanyCompany rep said they faxed to Office a request for Rx on 2/2/and received no responseAfter having received no response, on 2/10/17, Company contacted Office via telephone and spoke to “Melissa,” who confirmed my name and date of birth, and verified prescription detailsAfter my conversation above, I called Office backI told them Company confirmed they had spoken with “Melissa.” Office staff (Neil) said Office has no one by that nameI call Company a third timeI told him Office has no employee with the name MelissaThey said they cannot issue any prescription eyewear without a valid doctor’s prescription, so when they did not hear back from Office regarding the fax request, they calledCompany said they have a logged call at 4:PM on 2/10/2017, to Office number ###-###-####They also provided Office fax number ###-###-####, which they had used on 2/2/(Both these numbers are the correct numbers for Office.)
I called Office a third time and tell them what Company saidThis time I speak to a female who puts me on hold before a different male comes on to say that he’s sorry but it was not their mistakeHe warned me about sketchy online eyewear vendorsHe said people made the mistake “all the time” of calling another eye doctor’s office with a very similar name and phone numberI told him that it didn’t explain how the “other” eye doctor’s office would be able to provide Company with my name, DOB, and all three numbers of my prescriptionFurther, I told them that Company confirmed the correct phone and fax numbers for OfficeAs the consumer, I am out the cost of the multi-pack of contact lensesCompany cannot take them back because the package has been opened, so no refund thereOffice will not admit culpability, so they will not reimburse eitherI am sure it was Office who gave misinformationReason 1: I do believe the fax went unattended/unnoticed because one of mine had also gone missingThe staff member insisted that they had not received it even though I had a confirmation from my fax machine that it was successfully sent(At the time, this was not an issue at all; I was happy to simply email the document to them.)
Reason 2: Company provided me with correct phone and fax numbers to OfficeReason 3: There is no reasonable explanation of how Company got my information, had they not contacted OfficeI have never visited the other eye doctor office, who name and phone number are very similar, so correct information about me could not have come from themReason 4: Without first showing concern for resolving the issue on their end, Office staff member readily accused Company of operating inappropriately, claiming that these “online companies do that all the time,” and, when I told him that this had never happened to me with online companies, he said “it wouldn’t have happened if you had bought them here.” On the other hand, Company tried to resolve the issue firstIt wasn’t until the third call that they advised me that Offices tend to not like it when clients go online to make their purchases because the same product is so much cheaperI had referred two people to this OfficeI have now shared my experience and they will be helping me spread the word about this business

I had an exam (including eyeglass and contacts) at Arboretum Vision Care (Office)My contact lens prescription was finalizedI placed an order for a multi-pack of contact lenses from an online eyewear/contact company (Company)Order arrived with incorrect prescriptionAll three numbers (D, BC, and Dia) were correct except BC number was “-“ rather than “+” making my contacts unusableI spoke with the doctor’s office staff (Neil) and told him the situationI asked if there was anything in my file about the information provided to the CompanyHe said there was nothing in my file to indicate any information was provided to anyoneAfter my conversation above, I called Company and told them the Office had no record showing they had provided information to CompanyCompany rep said they faxed to Office a request for Rx on 2/2/and received no responseAfter having received no response, on 2/10/17, Company contacted Office via telephone and spoke to “Melissa,” who confirmed my name and date of birth, and verified prescription detailsAfter my conversation above, I called Office backI told them Company confirmed they had spoken with “Melissa.” Office staff (Neil) said Office has no one by that nameI call Company a third timeI told him Office has no employee with the name MelissaThey said they cannot issue any prescription eyewear without a valid doctor’s prescription, so when they did not hear back from Office regarding the fax request, they calledCompany said they have a logged call at 4:PM on 2/10/2017, to Office number ###-###-####They also provided Office fax number ###-###-####, which they had used on 2/2/(Both these numbers are the correct numbers for Office.)
I called Office a third time and tell them what Company saidThis time I speak to a female who puts me on hold before a different male comes on to say that he’s sorry but it was not their mistakeHe warned me about sketchy online eyewear vendorsHe said people made the mistake “all the time” of calling another eye doctor’s office with a very similar name and phone numberI told him that it didn’t explain how the “other” eye doctor’s office would be able to provide Company with my name, DOB, and all three numbers of my prescriptionFurther, I told them that Company confirmed the correct phone and fax numbers for OfficeAs the consumer, I am out the cost of the multi-pack of contact lensesCompany cannot take them back because the package has been opened, so no refund thereOffice will not admit culpability, so they will not reimburse eitherI am sure it was Office who gave misinformationReason 1: I do believe the fax went unattended/unnoticed because one of mine had also gone missingThe staff member insisted that they had not received it even though I had a confirmation from my fax machine that it was successfully sent(At the time, this was not an issue at all; I was happy to simply email the document to them.)
Reason 2: Company provided me with correct phone and fax numbers to OfficeReason 3: There is no reasonable explanation of how Company got my information, had they not contacted OfficeI have never visited the other eye doctor office, who name and phone number are very similar, so correct information about me could not have come from themReason 4: Without first showing concern for resolving the issue on their end, Office staff member readily accused Company of operating inappropriately, claiming that these “online companies do that all the time,” and, when I told him that this had never happened to me with online companies, he said “it wouldn’t have happened if you had bought them here.” On the other hand, Company tried to resolve the issue firstIt wasn’t until the third call that they advised me that Offices tend to not like it when clients go online to make their purchases because the same product is so much cheaperI had referred two people to this OfficeI have now shared my experience and they will be helping me spread the word about this business