Cohen's Fashion Optical

Revdex.com:At this time, my complaint, ID *** regarding Cohen's Fashion Optical has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I called them on the Monday following the Friday I placed orderEarly Monday morningThey did NOT tell me lenses were madeThey could not be made because I never brought the glasses in for the lensesI told them NOT to do anything but refuse bad my moneyI want my money back because I never received anything
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Cohen's Fashion Optical regarding complaint ID ***.Sincerely,
*** ***

Went to Cohen's optical in September for 1st Routine Contact Exam, left with prescription and ordered contacts from 1-contacts When trying to file claim with insurance company for reimbursement, was informed that Cohen's Optical had charged for contacts that I never ordered nor ever received Their deceptive practices must be stopped

This letter is in response to *** complaintMr.*** came in to our store on 10/8/to fill a prescription for his own frame that he purchased elsewhereI was there to greet Mr.*** and help him with his purchaseI am a NJ licensed optician with over years of experience and take
pride in my work and customer service that I provideI spent about hours with Mr.*** educating him on different lens options that he hadHe had many questions and I was happy to answer them in much detail, in order to help Mr.*** with his purchaseHis main concern was which type of Transition lenses to chooseHe was given a choice of Transitions Signature, Transitions XTRActive, and Transitions DrivewearThe prices for these lenses were a major factor for Mr.***, and he settled on Transitions XTRActive that seemed to fit his needs and his budget, and that was the lens his doctor recommended, according to himThe lenses were ordered and glasses were completed within a weekMr.*** picked up his glasses and returned the next day to the storeHe was offered help from my staff, but chose to wait for me to be finished with the customers I was helping at the timeAfter about minutes, I was finished with my customers and attended to Mr.***He complained that the lenses were not getting dark enough for him and asked what I could do to fix itWhen I offered him an option of replacing his lenses with Transitions Drivewear (which get darker in the car but stay slightly tinted indoors), where he would only be responsible to pay a price difference of $50, he immediately refused and requested a refund, stating he intended to go elsewhere to get new lensesSeeing his hostile attitude, I wanted to satisfy Mr.***, and issued a refund to him without further argument (even though we have a "No Refund" policy on prescription lenses, and we will have to absorb the cost of these lenses)To my surprise, I received a call from my corporate office the next day, inquiring about Mr.*** complaintI am not sure where I went wrong, but Mr.*** was aware of his options and our pricing before purchasing his lensesI believe our prices are very competitive, despite his accusations and we stand behind the quality of our product since we use Essilor laboratory that produces authentic Transisions lensesFurthermore, his claim that Transitions XTRActive and Drivewear cost the same somewhere else is likely inaccurate, since there is a significant difference in the wholesale price, all the optical stores we know who sell these lenses charge more for Drivewear than for XTRActive lensesOur policy has always been to do everything we can to take care of every need of our customers, and in the case of Mr.***, it seemed like giving him a refund was what he ultimately wantedI regret that this was not enough for Mr.***

Hello
I'm writing to complain about my visit today at Cohen's Fashion Opitcal in *** *** *** **I had went to get new glasses and I walked out paying $for my glassesI have a great insurance and I knew I spent more than I was suppose to
I was initially being told my total was $and there was a lot of back of forth with the worker
I had my insurance information on my phone and I was showing the worker the benefits that I should be receiving and all the worker kept telling me was how my insurance does not cover this and that
All the worker did was hand me the most expensive eye wear from the start which I told the worker from the beginning I did not like anything fancy
To sum up my experience, my insurance had called that store and told me how that store kept fighting back when they knew they were in the wrongI eventually found out I was suppose to pay about $less than what I had end up paying
The fact that they're trying to rob people of their own money is disgusting and down right wrong
I hope this stops and never happens again to anybodyThis isn't the way of doing business and next time I will be going to *** because I had went with my friend and he received such exceptional service and the lady was going within his budget and not trying to force him into anything he couldn't afford
From,
Never will be a customer again

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

*** *** came in on 10/**/with a Groupon Voucher for $credit towards frame and lenses, and an eye examinationThe voucher states that all services must be rendered the same day and it is NOT valid only for an eye examWe explained to the customer before the eye exam that she must
purchase glasses (both the frame and lenses) since it is a package dealShe was also explained that she will spend a minimum of $after the discount, depending what kind of prescription glasses she needs.After the eye exam, the customer decided to use her own frameSince the voucher states she must purchase frame and lenses, we made an exception to let her use the voucher for half the amount ($credit) as a courtesyThe lenses she chose are polycarbonate lenses with premium anti-glare coating and this retails for $After her $credit voucher, her total amount came to $She paid with a credit cardShe told us that she will bring in her frame at a later date and we will cut her lenses at that timeThe credit card slip she signed clearly states, "All sales final, no refunds, exchange only within days." days later, she called to cancel the orderWe informed the customer that her lenses are ready and all custom orders cannot be returnedHer lenses are in the store and cannot be returnedShe can bring in her frame whenever she is ready and we will cut them as soon as she does soThe customer is aware that her lenses are in the store. We tried to work with her as much as possible to make her satisfiedWe made an exception to use her own frame even though the voucher was for purchasing both the frame and lenses

As stated in the complained letter, *** *** came to purchase a pair of Gucci pair of glasses and requested us to order a new set for herWe agreed and ordered the new pair for herUpon the arrival of
her prescription lenses the technician installed them into the frames we have in store not realizing that we are waiting for a brand new ones which was on orderThe patient was then called to pick up her glassesShe did realized that it wasn't a new frames because of the scratches on them but we assured her it was a mistake on on our part and her new frames was due to arrive that dayShe came in to pick up again the very next day but was not happy with the way her lenses came out so we said we would fix for herShe came and picked up her prescription glasses two days laterWe are aware that *** *** was unhappy with the transaction and have since reached out to her to see if we could possibly rectify the situation but have not heard from her

Revdex.com:
I am going to accept their offer if they still agree.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

*** ***, on January **, purchased a complete pair of prescription sunglasses and prescription lenses to put into her existing frameThe frame that she purchased last January is a Giorgio Armani sunglass frame model#918S, where she put polarized prescription sunglass lenses in itThe
rimless frame she is referring to was purchased December *, She has continued to use this frame since thenReplacing the lenses for the first time with a new prescription on July **, and a second time January **, The warranty on this frame ended December *, 2010; a year after the original purchase dateAn option she may have is to mount her current lenses onto a new rimless frameWe cannot replace the frame at no charge, given that it was in fact purchased years agoPlease contact us if you have any further questions
Thank you

Revdex.com:
At this time, my complaint, ID *** regarding Cohen's Fashion Optical has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,
*** ** ***

Revdex.com:At this time, I have not been contacted by Cohen's Fashion Optical regarding complaint ID ***.Sincerely,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and as long as my refund is in the form of my original payment this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI have received the full refund minus the discount amount they gave to me
for the second pair of frames.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I called them on the Monday following the Friday I placed orderEarly Monday morningThey did NOT tell me lenses were madeThey could not be made because I never brought the glasses in for the lensesI told them NOT to do anything but refuse bad my moneyI want my money back because I never received anything
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** came in on 10/**/with a Groupon Voucher for
$credit towards frame and lenses, and an eye examinationThe voucher states that all services must be rendered the same day and it is NOT valid only for an eye examWe explained to the customer before the eye exam that she must purchase glasses (both the frame and lenses) since it is a package dealShe was also explained that she will spend a minimum of $after the discount, depending what kind of prescription glasses she needs.After the eye exam, the customer decided to use her own frameSince the voucher states she must purchase frame and lenses, we made an exception to let her use the voucher for half the amount ($credit) as a courtesyThe lenses she chose are polycarbonate lenses with premium anti-glare coating and this retails for $After her $credit voucher, her total amount came to $She paid with a credit cardShe told us that she will bring in her frame at a later date and we will cut her lenses at that timeThe credit card slip she signed clearly states, "All sales final, no refunds, exchange only within days." days later, she called to cancel the orderWe informed the customer that her lenses are ready and all custom orders cannot be returnedHer lenses are in the store and cannot be returnedShe can bring in her frame whenever she is ready and we will cut them as soon as she does soThe customer is aware that her lenses are in the store. We tried to work with her as much as possible to make her satisfiedWe made an exception to use her own frame even though the voucher was for purchasing both the frame and lenses

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
I would still like this complaint to lodged against
this companyI did receive my shadesAfter not receiving a phone call I went into the store and shades were thereI do have the product but the lack of customer service process needs to be noted and updated
Sincerely,
*** ***

Complaint ID: ***
On November *** *** *** came into our store and wanted to purchase a new pair of
glasses and get an eye exam, using his insuranceHe was seen by the Dr., and after his exam he received his written prescription and *** (salesperson) assisted him with frame selection*** *** was adamant about having thin lenses that his insurance did not cover, so *** explained his benefit to him and let him know that his lenses would not be covered, but he would maintain his frame and exam discounts ($total)*** *** confirmed that he understood the terms, so they proceeded with the saleAfter a while of combing the store for the perfect frame, he found a frame that met all of his requirements (including his wife's opinion) and the final calculations were madeBecause $was a sizable amount for *** ***, he asked *** if he could talk it over with his wife for a minute, and she obligedAfter about minutes of deliberation between him and his wife, *** *** decided to make the purchase*** told him that he should receive his finished glasses in 5-business days, then he leftImmediately after we conduct a sale, it is customary to enter it into our POSIf a lens needs to be ordered for a patient, the order is also immediately sent to the lab, so that we can get them in as soon as possible and to avoid the possibility of a job being forgottenWith that said, we followed protocol and *** ***'s lenses were in production within minutesAbout hours after the initial transaction, *** ***'s credit card company called the store saying that he wanted a refundThat was strange because *** *** hadn't made any contact with the store to cancel, nor did he express any discomfort before he left the store*** spoke to, both *** *** and the credit card customer service representative, and explained that a refund could not be given because his lenses were already in production and were scheduled to arrive the next dayShe also explained to the customer service representative that the refund policy is clearly displayed on the receiptUpon hearing that, the representative let *** *** know that nothing more could be done at that time and that he would have to file a formal complaintA few minutes later, the store received a call from *** *** demanding that he speaks to the managerWhen he was told that the manager was not available, he requested that we give him his numberUpon hearing that, *** let him know that we do not give out personal phone numbers.
*** *** has been filing disputes with his credit card companies, complaining to Cohen's Corporate, and writing to the *** ** *** ***, all to no avail, because we have provided the proper evidence to prove that we are doing everything properlyHe is presumably frustrated by all of this, because he is resorting to twisting the actual facts surrounding the situation, in his complaint to you, and being rude to our staffThe manger, ***, reached out to *** *** via phone and email, and he has been unsuccessful in coming to a mutual agreement/ understanding with *** *** because he is completely uncooperative*** emailed his prescription to him (the SECOND time he received it), and it was followed by a rude and accusatory email from *** *** ***'s claims of the return policy not being “clearly indicated” are completely falseWe have our policy displayed in multiple spots in the store that are in clear view (see attached photos)He also signed two (2) charge card receipts that clearly state our store policy directly below the signature line (see attached photos), and its also stated on both of the “customer copy” charge card slips, which he was givenIn addition to all of these things, after finalizing the order, *** *** was given an order receipt that has our policy clearly stated on it as well (see attached photos)He was not misled, in any way, about the policyAs it turned out, while putting together a response to this complaint, we were observed by a *** *** Agent, and everything was up to code (see attached photos)As a matter of fact, she stated that our store was one of the best that she's seen, in terms of displaying prices and store policies*** *** stated that no one returned his call, and that was also untrueHe was called times and there was no answerWhen contact was finally made with him, he had someone else (a lawyer friend) get on the phone and yell at the associate who took care of him** *** was not very cooperative when several associates tried to figure out a way that they could helpAll he did was demand a refund without an actual complaintOnly after reading his complaint to your company, did we realize that he wanted to cancel because he felt that he could get the same glasses for 1/of the price he paid hereIt was stated that nothing could have been done, in reference to the lenses, within an hour, but that was not true eitherWhen the sale was put into the POS, the lenses were immediately ordered , and we received them the next dayAll of this was explained to *** *** when he called and wanted to cancel (as I mentioned earlier)His lenses are not stock lenses, they are made to order, so they could not be returned- *** explained this to him when the sale was conductedThe reason we tell customers that the glasses will be ready in 5-business days, is because we leave room for error, sometimes our technician can become backed up in the labWe would rather tell a customer that their glasses were ready ahead of time, than explain why it was delayedI believe that *** *** is, simply, experiencing buyer's remorse and is stopping at nothing to get a refundHe is trying to intimidate us, while playing the victim and filing all of these complaintsThe picture that he is trying to paint where we are being nasty and “shady” is absolutely falseThough we have, indeed, refused his refund, we are well within our right to do so, and have explained it many times in a respectable and courteous way*** *** just refuses to stop! It's to the point, now, where our staff feels harassed by him

Revdex.com:I am going to accept their offer if they still agree.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***