B. Frank Uxbridge

I wanted new eyeglasses. I made an appointment, was examined, had a new prescription, and ordered new glasses. The glasses came in. I could not see to read with them and distance was off a little. I went back to store, was reexamined by another eye doctor, had a another prescription written and the glasses were to be corrected. I was notified a few weeks later that the glasses were in. I went to the store, tried the glasses and still could not read with them and the distance was still not right. I asked for a refund and was told I need to speak to a supervisor for that. I spoke to a supervisor who said he could not make that decision since it was not their policy, that I need to speak to Emily G. I spoke to her on 3/11/20. She said it is not their policy to issue a refund on lenses. She would be happy to try again to correct the problem or she could refund the cost of the frames but not the lenses. I told her I have been wearing glasses for over 50 years and never had this problem in the past. She wanted to make a 3rd try to get the correct lenses, that she would eventually get it right, saying that they have invested time in this. I told her I also have invested my time. I explained my frustration and again asked for a refund for the frames and lenses. Again she said it is not her policy to do that, that they have already made an investment in the lenses and cannot refund the cost. I asked why, since they were proposing a third lens to be made. She didn't have an answer, just that it is not their policy.
Product_Or_Service: Eyeglass frames and lens