Castledowns Vision Centre Reviews (1)
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Castledowns Vision Centre Rating
Address: 148-15277 Castle Downs Rd, Edmonton, Alberta, Canada, T5X 3N5
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+1 (780) 457-5170 |
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Initial Business Response /* (1000, 17, 2016/01/25) */
Customer service is our first priority at Castledowns Vision Centre: we do our best to provide patients with an excellent experience throughout their visit. Complimentary cleaning and adjustment of glasses is a service we provide to all...
patients and visitors. For cases in which a patient's glasses were not provided by our establishment, our policy is to inform patients that we cannot guarantee the frames or lenses against any breakage, and, given consent to clean and adjust their glasses, cannot be held responsible should breakage occur: our staff is sensitive to the needs of patients, and handle each pair of glasses with care.
In the instance referred to in case no.[redacted], our representative did not read our disclaimer to the patient, though it was acknowledged that the frame was in a state of extreme disrepair: our representative noted that the frame was old and worn, being held together by wire, and a nut and bolt where the screw had been stripped. While providing the service, with consent, of cleaning and making adjustments to the frame, the patient's glasses broke at the bridge.
As our representative had not given the disclaimer typically provided, she informed the patient that we were prepared to replace the broken pair. Despite our commitment to replacing the broken pair, the patient's companion became upset, [redacted]
We have since made numerous attempts to contact the patient for reconciliation. Though we have received no direct response, we are, as initially stated, prepared to provide a replacement pair for the one broken, as our staff did not iterate our no-guarantee policy. The [redacted] coupon is applicable with purchase of a separate pair of glasses.
We are sorry the situation escalated to this level: discontent of this type is normally resolved internally. We appreciate the Better Buisness Bureau's concern in this matter.
Please feel free to contact the office with further questions or concerns.
Best regards,
J. T[redacted], O.D.