Charlottetown Vision Care Reviews (%countItem)
Charlottetown Vision Care Rating
Address: 549 North River Rd, Charlottetown, Prince Edward Island, Canada, C1E 1J6
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+1 (902) 626-3973 |
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Ordered frames and lenses as per their website it is boho but one full set frames and lenses get one free. Inquired about this no where does it state specific frames specific lenses on their website where they are advertising. Not only that the “manager” was beyond rude. Not some way you should ever speak to a customer. I have weird customer service for years. Not acceptable at all. Would like to advertisement to be followed. Or refund
Thank you for the opportunity to respond to this complaint that was received at our office on December 7th, 2018.
The complainant purchased eyewear with *** (special design) lenses on November 28th, 2018. After some time finding an appropriate frame, the Buy One Get One deal (BOGO) was discussed. It was explained to her, in depth, that it included a free pair of basic frames and basic single vision lenses. When specialized lenses are prescribed by the optometrist, we offer a $250 credit (approximately the cost of an average complete pair of single vision glasses) toward the second pair of specialized glasses in these cases. She appeared satisfied with this information when she left, and she indicated that she would decide whether to order the second pair and get back to us. After hours the same evening she sent an email message regarding the BOGO, and called several times the next morning. At that time the policy and reasons for it were again explained, however she was very dissatisfied with the frame she chose, as well as the explanation that special lenses were prescribed for her and the "free" single vision glasses would be inappropriate in her case. It became apparent that there would be no way to satisfy her needs in this office, so she was offered a refund for the eyewear that she purchased.
We are sorry that the complainant was displeased with our service. In order to remedy the situation, the phrase" Some restrictions may apply. Inquire at our location" was immediately added to the explanation of the BOGO on our website. On November 30th, (the day of this complaint), she was asked to return to the office to collect her prescription and the refund for the eyewear, which she did on Dec. 4th•
As is reasonable and customary with BOGO specials in this industry, as well as others, there are conditions that apply to such special pricing. In this, and in most, cases additional items such as special lens designs and coatings or tints are not included without an additional charge. There are several signs in high visibility areas of the office advertising the BOGO, with the qualifier that certain restrictions apply. lt was never intended to be hidden or misleading.
The matter was considered to be dealt with to the customer's satisfaction and we were somewhat surprised to receive a complaint dated the same day as she was offered a refund.
We hope that this information is adequate for your purposes. Please feel free to contact me if you require further information.