Better Vision Optical

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

[redacted] To whom it may concern; In response to the letter, dated... Dec. ** 2014 we received regarding [redacted] experience with our office please note the following. On November [redacted] 2014 this patient had an eye examination using her insurance. She was also entitled to a pair of glasses (frame and plastic lenses) which would be supplied directly by her insurance. After explaining her benefit regarding frame and lenses, she chose a frame that her insurance will supply and decided to upgrade her lenses from plastic to a better material called Polycarbonate which are scratch resistant, among other benefits, for half price which she paid $60.00 on the same day. We placed the order for her glasses with her insurance on the same day and placed an order for her Polycarbonate lenses as well. Few days past and she came to our office asking the status of her order and complaining that she cannot see without her glasses and asking what can be done. In response she was told that her insurance provides the glasses and they are not in, however we do have the Polycarbonate lenses ready to be cut into the frame that they are sending. At that point she asked that is there anything we can do? She was told since we have the Polycarbonate lenses, that is paid for, ready and to help her, she can choose any frame that we have and we will give her half off the price as courtesy. All our frames are priced on the frame itself and she began trying few of them. At this time her sister or friend walks in, she explains the offer to her and with a positive respond together they look and try few frames and after 7 to 10 frames they decide on the frame in question. As a courtesy again we offered that if they can wait we will cut the lenses to the chosen frame and she can use them right away, at this point she was very happy. Few minutes later the glasses were ready and she seemed to be very satisfied. We also told her as soon as the insurance glasses arrive she will be notified, in response she said “I don’t like those frames anyway” we responded that they have been ordered and she will have them soon and can use them as the second pair. Next day she returned claiming that she does not like the frame that she and her friend had chosen and asking if they can be changed. She was told when the frames are worn they cannot be resold, these are not “sample” frames and in all optical offices what you try on(in most cases) is the frame you receive. In addition we do not have the capability to re-cut the lenses to another frame. She was told since she received special discounts and paid “half off”, she can have the option of choosing any other frame that she wants and not only we apply the $80.00 she has paid for frame to the price of the new one but also we will give her new pair of lenses in Polycarbonate at no cost to her and for free. She requested a sales receipt which was given and also a prescription which was written on the back of her sales receipt and was told since the doctor who examined her was not available to write an official prescription, we will have one ready when she returns to pick up the insurance issued glasses. The insurance glasses arrived on Dec. ***, she was notified and was also told that her RX and an itemized receipt are ready to pick up. If there is any questions that need responding to, please let us know. Sincerely; [redacted] Better Vision Optical.

Tell us why here...As mentioned before, regarding sample frames in our office, the patient was told that most optical stores do not carry stock frames and all the availabe frames are displayed in the officeas far as the size of the frame I must say if the patient does not try the frame on how will they know if it fits and matches the shape of their face? There are some frames that are made for men and some for ladies and also there are frames that are made unisex, this patient did try few frames, asked the opinion of another person saw and felt how the frame looks and feels and decided to purchase the farme.There were no presure in choosing the frame or purchasing it.As far as the glasses from her original insurance, the order was submitted few weeks before the transaction in question and were in process of making or shipping to our office.Fitting glasses is something that done in person, when a frame is tried on for size usually is the same frame used for the final productWe always try to the best of our ability to make our patient satisfied and happy with their eyewearAfter reviewing this case and evaluating the conditions that this pateint is in, we would offer her a store credit for the amount that the frames were purchaed to be applied to the price of a new frame and will replace the lenses for the new frame at no chargeAs a courtesy she can keep the frame and leses that she already purchased from us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I did have exam on 11/**,as well as choosing ins covered frame and self pay lenses however,I did not return to the shop until 12/*,nearly 2weeks later. When I asked about the glasses,the man just threw his arms up as if to say who knows? After that,it was apparent to me that since his sale was made,he could care less when Id receive the glasses so I asked for a copy of my rx,,and he asked me why I need that. When I said I need to get glasses and I intended to go to a one hour shop(which I should be allowed to do)he said he could make glasses today,but I need to buy frame. After being pressured to,I did try on some frames and did pick one. However,after wearing them for a day I was simply unhappy with them as they are too big. Salesman tells me glasses do not come in sizes but I am finding that they do as Im currently trying to buy them online and cannot because I was never told my size. As far as the offer in the letter,I was told I could do that with the more expensive frames(kay unger) but not with pricerange of glasses purchased. I have never worn glasses and admit I went into getting them blind(no pun) but I did not expect to have to go thru this,esp at Christmas time.Im a single mom with 2 young kids and really cannot afford a 140.00 loss but it seems I will have to consider it a valuable lesson. If buissnesses do not have return/exchange policies they should be required to post a sign stating that because they do not stand by their work nor care about making customers happy there are no refunds all sales are final,,in this patricular store it should be a bigger than usual sign because all customers have poor eyesight. Not only did I pay 140.00 for glasses  I cant use,he also used my ins credit on frames that he could have cancelled.He says he couldnt but I spoke with my ins and he could have,he chose not to. He also says the frames he sold me were not samples,,yet they absolutely were. They were the ones out for people to try on,I noticed a few scratches on arm and a spot of paint worn off,the frames he sold me were not brand new. I think they may even be mens because the first time I was there,on 11/** I was not shown this frame.I will not shop there or recommend this shop to anyone. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

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[redacted] To whom it may concern; In response to the letter, dated...

Dec. ** 2014 we received regarding [redacted] experience with our office please note the following. On November [redacted] 2014 this patient had an eye examination using her insurance. She was also entitled to a pair of glasses (frame and plastic lenses) which would be supplied directly by her insurance. After explaining her benefit regarding frame and lenses, she chose a frame that her insurance will supply and decided to upgrade her lenses from plastic to a better material called Polycarbonate which are scratch resistant, among other benefits, for half price which she paid $60.00 on the same day. We placed the order for her glasses with her insurance on the same day and placed an order for her Polycarbonate lenses as well. Few days past and she came to our office asking the status of her order and complaining that she cannot see without her glasses and asking what can be done. In response she was told that her insurance provides the glasses and they are not in, however we do have the Polycarbonate lenses ready to be cut into the frame that they are sending. At that point she asked that is there anything we can do? She was told since we have the Polycarbonate lenses, that is paid for, ready and to help her, she can choose any frame that we have and we will give her half off the price as courtesy. All our frames are priced on the frame itself and she began trying few of them. At this time her sister or friend walks in, she explains the offer to her and with a positive respond together they look and try few frames and after 7 to 10 frames they decide on the frame in question. As a courtesy again we offered that if they can wait we will cut the lenses to the chosen frame and she can use them right away, at this point she was very happy. Few minutes later the glasses were ready and she seemed to be very satisfied. We also told her as soon as the insurance glasses arrive she will be notified, in response she said “I don’t like those frames anyway” we responded that they have been ordered and she will have them soon and can use them as the second pair.
Next day she returned claiming that she does not like the frame that she and her friend had chosen and asking if they can be changed. She was told when the frames are worn they cannot be resold, these are not “sample” frames and in all optical offices what you try on(in most cases) is the frame you receive. In addition we do not have the capability to re-cut the lenses to another frame. She was told since she received special discounts and paid “half off”, she can have the option of choosing any other frame that she wants and not only we apply the $80.00 she has paid for frame to the price of the new one but also we will give her new pair of lenses in Polycarbonate at no cost to her and for free. She requested a sales receipt which was given and also a prescription which was written on the back of her sales receipt and was told since the doctor who examined her was not available to write an official prescription, we will have one ready when she returns to pick up the insurance issued glasses. The insurance glasses arrived on Dec. [redacted], she was notified and was also told that her RX and an itemized receipt are ready to pick up. If there is any questions that need responding to, please let us know. Sincerely; [redacted] Better Vision Optical.

Review: Purchased eyeglasses and when I asked for a copy of my rx I was told "no",,I stated that I believe by law I am allowed to have one and with that salesman reluctantly gave me my rx info although it was still not a copy of real one. I was also never given a proper receipt and when I asked for that again I was given purchase info print out but doesn't look like a receipt. I am unhappy with the frames and was told I cannot return or even exchange them...unless I want to buy a more expensive frame and pay him the difference. I was never told it was final sale with no refund or exchange and do not understand the problem. He will do exchange if I buy a 200.00 frame though so why can't I exchange for pricerange purchased?Desired Settlement: I believe I deserve a refund for the frames,I do not like the fit,they are uncomfortable and leave unsightly red marks on my nose. I went back the very next day,not even 24 hrs and thought with any sale there is a 72 hour window. I am not being treated fairly and would like this settled fairly. I see no reason why I cannot have a refund as the frame is not damaged and am even more suspicious as to why I cannot just do an even exchange for the frame,I understand I'd be responsible for new lenses because he told me lenses cannot be cut smaller.I hope to rectify this soon. I hope I am wrong but I just feel he is not being very honest with me.

Business

Response:

[redacted]

[redacted] To whom it may concern; In response to the letter, dated Dec. ** 2014 we received regarding [redacted] experience with our office please note the following. On November [redacted] 2014 this patient had an eye examination using her insurance. She was also entitled to a pair of glasses (frame and plastic lenses) which would be supplied directly by her insurance. After explaining her benefit regarding frame and lenses, she chose a frame that her insurance will supply and decided to upgrade her lenses from plastic to a better material called Polycarbonate which are scratch resistant, among other benefits, for half price which she paid $60.00 on the same day. We placed the order for her glasses with her insurance on the same day and placed an order for her Polycarbonate lenses as well. Few days past and she came to our office asking the status of her order and complaining that she cannot see without her glasses and asking what can be done. In response she was told that her insurance provides the glasses and they are not in, however we do have the Polycarbonate lenses ready to be cut into the frame that they are sending. At that point she asked that is there anything we can do? She was told since we have the Polycarbonate lenses, that is paid for, ready and to help her, she can choose any frame that we have and we will give her half off the price as courtesy. All our frames are priced on the frame itself and she began trying few of them. At this time her sister or friend walks in, she explains the offer to her and with a positive respond together they look and try few frames and after 7 to 10 frames they decide on the frame in question. As a courtesy again we offered that if they can wait we will cut the lenses to the chosen frame and she can use them right away, at this point she was very happy. Few minutes later the glasses were ready and she seemed to be very satisfied. We also told her as soon as the insurance glasses arrive she will be notified, in response she said “I don’t like those frames anyway” we responded that they have been ordered and she will have them soon and can use them as the second pair.

Next day she returned claiming that she does not like the frame that she and her friend had chosen and asking if they can be changed. She was told when the frames are worn they cannot be resold, these are not “sample” frames and in all optical offices what you try on(in most cases) is the frame you receive. In addition we do not have the capability to re-cut the lenses to another frame. She was told since she received special discounts and paid “half off”, she can have the option of choosing any other frame that she wants and not only we apply the $80.00 she has paid for frame to the price of the new one but also we will give her new pair of lenses in Polycarbonate at no cost to her and for free. She requested a sales receipt which was given and also a prescription which was written on the back of her sales receipt and was told since the doctor who examined her was not available to write an official prescription, we will have one ready when she returns to pick up the insurance issued glasses. The insurance glasses arrived on Dec. [redacted], she was notified and was also told that her RX and an itemized receipt are ready to pick up. If there is any questions that need responding to, please let us know. Sincerely; [redacted] Better Vision Optical.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did have exam on 11/**,as well as choosing ins covered frame and self pay lenses however,I did not return to the shop until 12/*,nearly 2weeks later. When I asked about the glasses,the man just threw his arms up as if to say who knows? After that,it was apparent to me that since his sale was made,he could care less when Id receive the glasses so I asked for a copy of my rx,,and he asked me why I need that. When I said I need to get glasses and I intended to go to a one hour shop(which I should be allowed to do)he said he could make glasses today,but I need to buy frame. After being pressured to,I did try on some frames and did pick one. However,after wearing them for a day I was simply unhappy with them as they are too big. Salesman tells me glasses do not come in sizes but I am finding that they do as Im currently trying to buy them online and cannot because I was never told my size. As far as the offer in the letter,I was told I could do that with the more expensive frames(kay unger) but not with pricerange of glasses purchased. I have never worn glasses and admit I went into getting them blind(no pun) but I did not expect to have to go thru this,esp at Christmas time.Im a single mom with 2 young kids and really cannot afford a 140.00 loss but it seems I will have to consider it a valuable lesson. If buissnesses do not have return/exchange policies they should be required to post a sign stating that because they do not stand by their work nor care about making customers happy there are no refunds all sales are final,,in this patricular store it should be a bigger than usual sign because all customers have poor eyesight. Not only did I pay 140.00 for glasses I cant use,he also used my ins credit on frames that he could have cancelled.He says he couldnt but I spoke with my ins and he could have,he chose not to. He also says the frames he sold me were not samples,,yet they absolutely were. They were the ones out for people to try on,I noticed a few scratches on arm and a spot of paint worn off,the frames he sold me were not brand new. I think they may even be mens because the first time I was there,on 11/** I was not shown this frame.I will not shop there or recommend this shop to anyone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...As mentioned before, regarding sample frames in our office, the patient was told that most optical stores do not carry stock frames and all the availabe frames are displayed in the office. as far as the size of the frame I must say if the patient does not try the frame on how will they know if it fits and matches the shape of their face? There are some frames that are made for men and some for ladies and also there are frames that are made unisex, this patient did try few frames, asked the opinion of another person saw and felt how the frame looks and feels and decided to purchase the farme.There were no presure in choosing the frame or purchasing it.As far as the glasses from her original insurance, the order was submitted few weeks before the transaction in question and were in process of making or shipping to our office.Fitting glasses is something that done in person, when a frame is tried on for size usually is the same frame used for the final product. We always try to the best of our ability to make our patient satisfied and happy with their eyewear. After reviewing this case and evaluating the conditions that this pateint is in, we would offer her a store credit for the amount that the frames were purchaed to be applied to the price of a new frame and will replace the lenses for the new frame at no charge. As a courtesy she can keep the frame and leses that she already purchased from us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,