Breslow Eye Care

Both before and at the dispense of the customer’s new spectacles (as well as at the time of order), her prescription was verified that it matched the prescription she brought in from the [redacted] Our office had no way of knowing that the prescription was not what she needed, as it was filled precisely as written by her doctor (our doctor did do an examination since she presented with a valid prescription)Although any new prescription takes time to adjust to, the customer left our office seemingly satisfied with the visual clarity and comfort of her new glassesAfter wearing the glasses for a period of time, the customer reported back to our office stating that she had a new prescription from the [redacted] , including additional parameters not included with the original prescriptionSince these additional parameters, not included with the original purchase, come with an additional cost to produce, the customer was informed she would have to pay the corresponding fee for the newly added featureAt this point, the customer became upset about the frame she selected as wellOur office feels that the customer was ultimately upset about the necessary upgrade charges, and because of this, became unhappy regarding the entire glasses purchaseGlasses are a customized product, where lenses are created for a specific frame, chosen with the help of our expert staffThe final decision ultimately falls on the customerThe customer has the option to not purchase if they do not find a selection of his or her likingOnce lenses are made for a chosen frame, we are unable to return lenses for refund to the labs that manufacture and customize the productThis is why our office has a no refund policy on custom ordersThis is clearly stated on our receipts, as well as posted in office and verbalized by staff members (this was especially emphasized since the customer was not seen as a patient)Because the customer in this situation approved a frame and proceeded with the order, our office thus cannot return any product without additional feesFurthermore, a worn frame cannot be sold to a different customer, nor can custom spectacle lenses be used for other customersGoing into further detail about the customer’s first encounter within our office (date of order), the frame fit was ensured by two staff membersDigital imaging and measurement calculations were also obtained and analyzed to ensure the most precise prescription and fitTo insinuate that our office did not take the necessary steps to deliver an accurate fit is hurtfulOur office feels we go above and beyond, and utilize up to date technology, to help deliver a quality productOur staff also have appropriate, extensive training and knowledge to help deliver the best product a customer could ask forWe are sympathetic to the situation since the [redacted] wrote the wrong prescription for the customerThe customer requested us to charge the [redacted] for the remake of her lensesThe representative from the [redacted] stated they did not want to pay for her new lenses, as the customer would have originally been responsible for the prism charges, had it been including on the original prescriptionWe have offered the customer the following possible solutions to help alleviate the situation: We have offered to allow her to use her own frame and provide her with new lenses if she surrenders her frame back to usThis is going above and beyond our policy, as we again state on our receipt that custom orders cannot be refunded, and again, we are "eating" the cost of completely remaking lenses that were based off of another office's mistakeWe have spoken with the customer several times regarding ways to resolve her problems, and she has not allowed us the opportunity to explain or work toward a solutionI'm not sure if it's "buyer's remorse" regarding the expensive frame she selected, dissatisfaction with her results from her cataract surgery (she's only had one eye fixed and even stated they would like her to have the other eye done, but she expressed she did not want to go back to the [redacted] )We have tried speaking with her on the phone, and she's hung up on usIt has been very difficult to work on a resolution with someone who now is not happy with policies that she was fully made aware of entering her purchaseOne last note of concern: the customer paid a total of $for her custom frame and lensesShe did not pay the additional amount to remake her prescription with the necessary upgrades called for by her doctor Her disputed amount with the Revdex.com is listed as $ I think that is a mistake or confusion on her end, as we couldn't possibly consider refunding charges for more than what she even paid

I am writing in response to complaint # *** against Breslow Eye Care.Breslow Eye Care has not been truthful in many ways as sated in my other letters.These are just a few examples:That I left her office satisfied with the comfort of my new glasses (see response #2)That I left upset about the frame I ordered(see response #3)That I was told bout their policies (see response #4)That they spoke to me several times to resolve my problem and that I hung up on them(see response #9)That I did not want to go back to the *** ***(see response #10)Review:The only issue originally were the frames not fitting properlyThe frames fit me perfectly at the time of the orderThey couldn't be adjust properly when they came back.The only problem is that to get another pair of glasses with the corrected lenses I must pay $or more.The only option I have to break even is to give them my personal frames to put new lenses inBut then I must return the original frames with no refund.These are the only two resolutions I would be willing to accept:Resolution - Reimburse the total billA total of $716.32.Reasons:Three people, including DrB*** could not straighten the frames after trying for hourI was not told about the policies until after making a down paymentI'm afraid to work with Breslow Eye Care with resolution #because I will have no recourse if a mistake is made (because of the policies I am now aware of)Resolution - Give them the frames I'm wearing now(I bought them from *** ***I had them inspected by them and they assured me they were in good working order.) When returning the frames I purchased from Breslow I should be refunded the money I paid for them($210.00) then add the $for the prisms and the restocking feeThat would make the total $

To clarify the customer’s statement in the first concern:"Our office had no way to know that the prescription was not what she needed, as it was filled precisely as written by her doctor (our doctor did do an examination since she presented with a valid prescription.)" She is correct in that it was a typoThe statement should read “our office had no way to know that the prescription was not what she needed, as it was filled precisely as written by her doctor (our doctor did NOT do an examination since she presented with a valid prescription” While we strive to make our customers happy with their frame and lens purchases, this situation is difficult for the following reasons: The customer doesn’t seem to want to take responsibility for her custom purchaseShe was responsible for the frame design she selected and for the lens designs purchasedOnce we place a custom order, it can’t be taken back or returnedGlasses are a big-ticket item, and nobody is forced to pay for a product that he or she isn’t fully comfortable withThe customer tried on the frames in the office before ordering, and the product was made to the exact specifications of the patient’s presenting prescription and with the products and features she selectedThe frame was pre-adjusted to suit herWe sent that same frame to the lab to have the lenses made for them, so the frame that she disliked so much at the time of dispense was the same exact frame she was fully comfortable with at the time of purchaseThe purchasing policies were stated at the time of purchase, were posted in the office, and were printed on her receiptThe purchase was the customer’s full decision, as she was not forced to buy certain frames or products from our office, or even glasses from us in general. We feel we have been more than generous only holding her responsible for the additional features/upgrades from her second prescription that was re-written by her doctorWe have more costs involved in re-making lenses than just the addition of prism, but we are only asking that she pay a fraction of the original price to make a completely brand new pair of lensesAgain, this would be a loss to our office at this pointAdditionally, we have offered to re-make lenses in another pair of glasses - again a large expense on our end since the lab does not give credit back to us for previously cut lensesAgain, they charge more to make new lenses for a new frame since it would be a new template/design/measurements/etcWhile we sympathize that she would have to pay an additional fee, it is much lower than paying for a brand new pair of lenses with all the custom features she originally orderedSince her original prescription did not include prism, we had no way of knowing she’d have the extra expense of prism. We can only offer her the $to re-make the lenses with the addition of prism, and cannot offer any refunds on this custom productIf she is not happy with the frame she selected for whatever reason, we can re-order the same frame, brand new for herWe can also use a frame she currently has or discount any other frame we have for her, and put the lenses in with the most recent prescription (again, only charging her the extra $for the prism)Further, our policy only allows for a doctor’s remake of the same type of product for days (again, hers is not the same product due to the additional feature of prism, and we’ve only asked her to pay for that add-on)We are even willing to extend this for her to daysWe only ask that she surrender the current lenses and the current frame if we are ordering it new. To re-iterate, based on the first prescription she presented to our office with, we had no way of knowing she’d need to budget for prismPerhaps she could have gone with a lower level lens design, lower-end features, or a less expensive frame if she knew she’d have to pay for prism (but again, neither the customer nor our office knew she’d end up needing prism in her prescription)Again, we should not be penalized for her doctor not writing the first prescription without prismWe would have told her prism had additional fees and included that in the original quote, but alas, it was not in the prescriptionIt is a fairly rare feature that most people do not need in their glasses, and it requires extra work for the lab, and thus, extra charges for the patient. If the customer is interested in discussing the matter further, she is welcome to phone the office While we are often busy assisting patients, we’d be happy to schedule a time to discuss the matter to come to a resolution or to schedule a meeting in the office

I am writing in response to complaint # ***, against Breslow Eye CareBreslow Eye Care claimed: "Our office had no way to know that the prescriptionwas not what she needed, as it was filled precisely as written by her doctor (ourdoctor did do an examination since she presented with a valid prescription.]"Response: The statement in parenthesis is not correctBreslow Eye Care did notdo an examSee attached billThe prescription was never an issue because when Idiscussed this with the *** *** they told me if I had a problem they would,"make it good."Breslow Eye Care claimed: "Although any new prescription takes time to adjustto, the customer left our office seemingly satisfied with the visual clarity andcomfort of her new glasses."Response: I left in total distressAfter spending one hour, with three people(including DrB***) trying to straighten the frames so they were not crooked onmy faceThis was never accomplished and I felt pressured to leave when Dr.B*** told me "it takes time to adjust to a new prescription, take them home andwear them for a while." The new prescription was not the issue, the crookedframes were the only issueBreslow Eye Care claimed: "At this point the customer became upset about theframe she selected as well."Response: I reiterate: The ONLY issue when I picked up the glasses and when I leftthe office on 9/23/was the fact that they (THREE PEOPLE) could not get theframes to stay straight on my faceI was never upset with the frame I selectedIfthey had been able to adjust it to be straight on my face we would not be havingthese issuesBreslow Eye Care claimed: "This is why our office has a no refund policy oncustom ordersThis is clearly stated on our receipts, as well as posted in office andverbalized by staff members (this was especially emphasized since the customerwas not seen as a patient)"Response: Breslow Eye Care claimed that it provided ample notice of a no refundpolicy on custom ordersThe only notice of that policy that they provided to me wason the receipt I received after I already had paid for the glassesDespite theirassertion, no staff member ever informed me of this policy, nor was I directed to anypurported posting within the officeHad they warned me before I made thepayment that the purchase was not refundable I would not have completed thetransactionHere I had paid for the entire transaction before learning about thecompany's inability to meet my needsBreslow Eye Care claimed: "Furthermore, a worn frame cannot be sold to adifferent customer, nor can spectacle lenses be used for other customers."Response: I now realize that if I had refused to leave the office with my new glasses(although I was directed to do this by the doctor, see issue #2) they would neverhave been wornBreslow Eye Care then would have had to refund my money forthe frames that she and her staff could not adjust to accomplish a proper fitBreslow Eye Care claimed: "Going into further detail about the customer's firstencounter within our office (date of order), the frame fit was ensured by two staffmembersDigital imaging and measurement calculations were also obtained andanalyzed to ensure the most precise prescription and fit"Response: The frames that I tried on in the office fit perfectlv (the day of order.)It was only when I came back to pick up my glasses that they could not (forwhatever reason) accomplish a proper fitAll of the staff that worked with meagreed the frames were crooked and they were as frustrated as I was that they couldnot complete a proper fitThat's when they called DrB*** to assist themBreslow Eye Care claimed: "The customer requested us to charge the *** for the remake of her lensesThe representative from the *** ***stated they did not want to pay for her new lenses, as the customer would haveoriginally been responsible for the prism charges, had it been including on theoriginal prescription."Response: I did NOT request Breslow Eye *** to charge the *** *** forthe new lensesI said the *** told me that if I had any problems they would "makeit good." I asked Breslow Eye Care to contact the *** ***When I called the*** *** several days later, they said that Breslow Eye Care had not talked tothem, so they asked if I wanted them to call Breslow Eye CareI said, "yes." Whenthe *** *** contacted Breslow Eye Care, they were told that Breslow EyeCare would pay for the new lensesBreslow Eye Care claimed: "We have offered the customer the followingpossible solutins to help alleviate the situation: We have offered to allow her to useher own frame and provide her with new lenses if she surrenders her frame back tousThis is going above and beyond our policy, as we again state on our receipt thatcustom orders cannot be refunded, and again, we are "eating the cost of completelyremaking the lenses that were based off of another office's mistake."Response: As stated in my complaint, I have no faith in the frames I purchasedbecause they have been manipulated too muchI now feel I cannot allow them towork with my current frames because I would not have any recourse if somethinghappened to themThey want me to "surrender" the unworkable frames Ipurchased from them WITHOUT A REFUNDThen charge me $extra to addthe prism upgrade for the new prescription plus a restocking feeTherefore I couldend up paying $and still have no glasses! (See attached bill.)Breslow Eye Care claimed: "We have spoken with the customer several timesregarding ways to resolve her problems, and she has not allowed us the opportunityto explain or work toward a solution We have tried speaking with her on thephone, and she's hung up on us."Response: They have only spoken with me one timeI have never hung up onthemMy final words after they told me they were not refunding the money for theframes (which they want me to return) was, "I guess I'll have to contact medicareand my attorney." Medicare advised me to contact the Revdex.comBreslow Eye Care claimed: "I'm not sure if it's 'buyer's remorse' regarding theexpensive frame she selected, dissatisfaction with her results from her cataractsurgery [she's only had one eye fixed and even stated they would like her to havethe other eye done, but she expressed she did not want to go back to the ***.)Response: Breslow Eye Care speculates that my anger over their poor customerservice and unfair pricing schemes is somehow related to my "dissatisfaction" withmy cataract surgeryI did NOT have any discussion with anyone from Breslow EyeCare about my satisfaction with the surgeryBut given Breslow Eye Care's apparentconcern that my surgery was somehow inadequate, let me clarify the issueI was,and am, fully satisfied with the cataract surgeryMoreover, Breslow Eye Care'sstatement that I "did not want to go back to The *** ***" is completelyfabricatedBreslow Eye Care's strategy of making up an alternative cause for mydissatisfaction is both desperate and tellingRather than admit it's ownshortcomings, Breslow Eye Care instead has chosen to blame othersLet me beclear: I am only dissatisfied with one company- Breslow Eye CareBreslow Eye Care claimed: "It has been very difficult to work on a resolutionwith someone who now is not happy with policies that she was fully made aware ofentering her purchase."Response: I repeat NO ONE MADE ME AWARE OF THESE POLICIESThey wereonly stated on the receipt after I had already made a paymentBreslow Eye Care claimed: "One last note of concern: the customer paid atotal of $for her custom frame and lensesShe did not pay the additionalamount to remake her prescription with the necessary upgrades called for by herdoctorHer disputed amount with the Revdex.com is listed as 816.32."Response: I never expected any more money refunded than what I paid, which was$I just wanted everyone concerned to be aware that in order for me toreceive a pair of glasses that hopefully would fit (while returning the new frame) Iwould be paying $more than my original purchase with the new frame

Both before and at the dispense of the customer’s new spectacles (as well as at the time of order), her prescription was verified that it matched the prescription she brought in from the [redacted]. Our office had no way of knowing that the prescription was not what she needed, as it was...

filled precisely as written by her doctor (our doctor did do an examination since she presented with a valid prescription). Although any new prescription takes time to adjust to, the customer left our office seemingly satisfied with the visual clarity and comfort of her new glasses. After wearing the glasses for a period of time, the customer reported back to our office stating that she had a new prescription from the [redacted], including additional parameters not included with the original prescription. Since these additional parameters, not included with the original purchase, come with an additional cost to produce, the customer was informed she would have to pay the corresponding fee for the newly added feature. At this point, the customer became upset about the frame she selected as well. Our office feels that the customer was ultimately upset about the necessary upgrade charges, and because of this, became unhappy regarding the entire glasses purchase. Glasses are a customized product, where lenses are created for a specific frame, chosen with the help of our expert staff. The final decision ultimately falls on the customer. The customer has the option to not purchase if they do not find a selection of his or her liking. Once lenses are made for a chosen frame, we are unable to return lenses for refund to the labs that manufacture and customize the product. This is why our office has a no refund policy on custom orders. This is clearly stated on our receipts, as well as posted in office and verbalized by staff members (this was especially emphasized since the customer was not seen as a patient). Because the customer in this situation approved a frame and proceeded with the order, our office thus cannot return any product without additional fees. Furthermore, a worn frame cannot be sold to a different customer, nor can custom spectacle lenses be used for other customers. Going into further detail about the customer’s first encounter within our office (date of order), the frame fit was ensured by two staff members. Digital imaging and measurement calculations were also obtained and analyzed to ensure the most precise prescription and fit. To insinuate that our office did not take the necessary steps to deliver an accurate fit is hurtful. Our office feels we go above and beyond, and utilize up to date technology, to help deliver a quality product. Our staff also have appropriate, extensive training and knowledge to help deliver the best product a customer could ask for. We are sympathetic to the situation since the [redacted] wrote the wrong prescription for the customer. The customer requested us to charge the [redacted] for the remake of her lenses. The representative from the [redacted] stated they did not want to pay for her new lenses, as the customer would have originally been responsible for the prism charges, had it been including on the original prescription. We have offered the customer the following possible solutions to help alleviate the situation: We have offered to allow her to use her own frame and provide her with new lenses if she surrenders her frame back to us. This is going above and beyond our policy, as we again state on our receipt that custom orders cannot be refunded, and again, we are "eating" the cost of completely remaking lenses that were based off of another office's mistake. We have spoken with the customer several times regarding ways to resolve her problems, and she has not allowed us the opportunity to explain or work toward a solution. I'm not sure if it's "buyer's remorse" regarding the expensive frame she selected, dissatisfaction with her results from her cataract surgery (she's only had one eye fixed and even stated they would like her to have the other eye done, but she expressed she did not want to go back  to the [redacted]). We have tried speaking with her on the phone, and she's hung up on us. It has been very difficult to work on a resolution with someone who now is not happy with policies that she was fully made aware of entering her purchase. One last note of concern: the customer paid a total of $716.32 for her custom frame and lenses. She did not pay the additional amount to remake her prescription with the necessary upgrades called for by her doctor.  Her disputed amount with the Revdex.com is listed as $816.32.  I think that is a mistake or confusion on her end, as we couldn't possibly consider refunding charges for more than what she even paid.