Beaumont Family Eye Care

This is written in response to the complaint (ID# 10447975) filed on February 13th, by a patient and optical customer (Mr*** ***, henceforth referenced as Mr***), in order to clarify and hopefully rectify the situation at
hand. On October 29th, 2014, Mr*** had a full comprehensive eye exam and visited our optical to order safety glassesIt is important to note here that we at Beaumont Family Eye Care are unable to make the glasses in office per the relationship between Mr***'s employer and the assigned safety glass labWe are a middleman, of sortsWe collect information, measurements, and use a website interface to submit the order to the designated lab or send the order via faxWe are unable to control the quality or timing of jobs completed by outside labsWe do everything in our power to stay in contact with both the lab and the customer so everyone stays on the same page and understanding is had by all. During Mr***'s visit on October 29th, he picked out two safety frames known by model names Attitude and Attitude Mr*** stated that he wanted transition lenses in both pairsThe optician informed him that the safety lab typically would not approve these sorts of jobs, as they have strict guidelines on what can and cannot be orderedAt the bottom of each form that Mr*** had to bring in, the rule states, “pair clear & pair tinted or pair transition”When this information was presented to Mr***, he asked that the order be sent anyway because similar orders had been approved for him in the past. The order was placed and a confirmation code was receivedThe order was denied and the customer was contactedHe instructed the optician to put tinted lenses (sunglasses) into the Attitude frame and clear lenses (regular glasses) into the Attitude frameThe optician confirmed his choices and resent to the order to the mandated safety labA confirmation number was received. In November of 2014, Mr*** returned to the optical in order to pick up his framesThe optician he had worked with in the past was not in the office that week, therefore a secondary optician attempted to dispense his completed safety glasses to himIt was at this time that Mr*** made the secondary optician aware of the fact that the glasses had the incorrect lenses in each frameThe optician was only able to verify, through paperwork, that the lenses were indeed in the frames originally orderedNonetheless, she acknowledged the mistakeThe secondary optician urged Mr*** to take his safety glasses with him anyway and confirmed that they would correct the order. The original optician returned to the office at the beginning of the next weekShe contacted the mandated safety lab and submitted the corrected lens order, receiving a confirmation number. It was in February that Mr*** returned, inquiring about the state of his lensesThe secondary optician was again the one in the officeShe contacted the mandated safety lab to extend the patient's inquiry and was informed that the order was never placedShe supplied the aforementioned confirmation number (also known as an RA Number) and the lab was able to locate the order, but stated it had not been started. The secondary optician informed the patient, apologized, and stated that this could be an opportunity to make sure the right lenses go to the right framesWhen Mr*** confirmed that the lenses had been ordered, but the job had been misplaced and not started, he told the secondary optician to “just keep them” and left. At this time, our optical has received the following from the mandated safety lab: completed pair of transition safety glasses (Model: Attitude 3) pair of tinted safety sunglass lenses All we require is that Mr*** return to our office with the safety glasses he has in his possessionThe correct pair of transition safety glasses will be dispensed and after the correct sunglass lenses are put into the Attitude frame in his possession, both pairs of his glasses will be completed as he states he originally ordered themThese were received on 02/23/2015. As of 02/25/2015, Mr*** had been contacted via both his work and personal cell phones, where messages were left for him by our optical staff. We do understand and sympathize with Mr***'s frustrationIt was never our intention to make him feel deceived or misinformed as a patient or customerWe truly regret not following up on the incomplete order in November in a more timely and convenient manner and extend our fullest apologies to Mr*** for not doing so. We encourage anyone this matter concerns to contact us immediately if anything in this appeal was not clear or if there are any further questions. Thank you for your time, *** ***, Beaumont Family Eye Care