Cohen's Fashion Optical

Complaint ID: [redacted]
On November [redacted] 2014 [redacted] came into our store and wanted to purchase a new pair of...

glasses and get an eye exam, using his insurance. He was seen by the Dr., and after his exam he received his written prescription and [redacted] (salesperson) assisted him with frame selection. [redacted] was adamant about having thin lenses that his insurance did not cover, so [redacted] 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 ($180 total). [redacted] confirmed that he understood the terms, so they proceeded with the sale. After 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 made. Because $618 was a sizable amount for [redacted], he asked [redacted] if he could talk it over with his wife for a minute, and she obliged. After about 15 minutes of deliberation between him and his wife, [redacted] decided to make the purchase. [redacted] told him that he should receive his finished glasses in 5-7 business days, then he left.
Immediately after we conduct a sale, it is customary to enter it into our POS. If 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 forgotten. With that said, we followed protocol and [redacted]'s lenses were in production within 30 minutes.
About 2 hours after the initial transaction, [redacted]'s credit card company called the store saying that he wanted a refund. That was strange because [redacted] hadn't made any contact with the store to cancel, nor did he express any discomfort before he left the store. [redacted] spoke to, both [redacted] 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 day. She also explained to the customer service representative that the refund policy is clearly displayed on the receipt. Upon hearing that, the representative let [redacted] know that nothing more could be done at that time and that he would have to file a formal complaint. A few minutes later, the store received a call from [redacted] demanding that he speaks to the manager. When he was told that the manager was not available, he requested that we give him his number. Upon hearing that, [redacted] let him know that we do not give out personal phone numbers. 
[redacted] has been filing disputes with his credit card companies, complaining to Cohen's Corporate, and writing to the [redacted], all to no avail, because we have provided the proper evidence to prove that we are doing everything properly. He 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 staff. The manger, [redacted], reached out to [redacted] via phone and email, and he has been unsuccessful in coming to a mutual agreement/ understanding with [redacted] because he is completely uncooperative. [redacted] emailed his prescription to him (the SECOND time he received it), and it was followed by a rude and accusatory email from [redacted].
[redacted]'s claims of the return policy not being “clearly indicated” are completely false. We 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 given. In addition to all of these things, after finalizing the order, [redacted] 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 policy. As it turned out, while putting together a response to this complaint, we were observed by a [redacted] 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.
[redacted] stated that no one returned his call, and that was also untrue. He was called 3 times and there was no answer. When 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. [redacted] was not very cooperative when several associates tried to figure out a way that they could help. All he did was demand a refund without an actual complaint. Only 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 1/3 of the price he paid here.
It was stated that nothing could have been done, in reference to the lenses, within an hour, but that was not true either. When the sale was put into the POS, the lenses were immediately ordered , and we received them the next day. All of this was explained to [redacted] 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- [redacted] explained this to him when the sale was conducted. The reason we tell customers that the glasses will be ready in 5-7 business days, is because we leave room for error, sometimes our technician can become backed up in the lab. We would rather tell a customer that their glasses were ready ahead of time, than explain why it was delayed.
I believe that [redacted] is, simply, experiencing buyer's remorse and is stopping at nothing to get a refund. He is trying to intimidate us, while playing the victim and filing all of these complaints. The picture that he is trying to paint where we are being nasty and “shady” is absolutely false. Though 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. [redacted] just refuses to stop! It's to the point, now, where our staff feels harassed by him.

This is in second response to the complainant referring the complaint ID # [redacted]. We have lab invoices showing that the rimless frame purchased in 2009 is the also the frame that was reused in 2013, just replaced lenses with a new eyeglass prescription. The frame that was purchased in 2013 was in fact a sunglass Giorgio Armani frame. We have original lab invoices and sales slips, all validated and dated for the corresponding dates to show of no duplication. Please feel free to contact us if you have any further questions.

The costumer had a comprehensive eye exam, which was covered by her insurance plan and prescription lenses were customized for the patient's needs. Before making the purchase, a high index material...

with premium anti-glare was itemized in terms of cost. We explained to the patient the benefits of the high lens quality for enhancing her vision. Her eyeglasses were completed and dispensed upon request. Please do not hesitate to call our office and we will gladly provide any additional information to help with this matter.

Revdex.com:At this time, I have not been contacted by Cohen's Fashion Optical (1 Penn Plaza) regarding complaint ID [redacted].I will try another avenue such as the Consumers Affairs for customers who are not treated correctly.Sincerely,[redacted]   [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 called them on the Monday following the Friday I placed order. Early Monday morning. They did NOT tell me lenses were made. They could not be made because I never brought the glasses in for the lenses. I told them NOT to do anything but  refuse bad my money. I 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,
[redacted]

To Whom It May Concern, I understand completely the frustration on the customer. However, when the customer came in to order lenses because her glasses were broken we explained to her clearly that we will not be able claim in her insurance for the premium lenses she was seeking. Also, according and...

following the insurance company rules, we did not have an insurance provider on premises the time that the customer was in to process her claim. Knowing the fact that she needed something to see we offered to help her out and suggested the store promotion that we are running which cannot be combined with any insurance plans. Seeing her point yes, her plan could have had certain copay's and fees, however, we did not process her insurance or claimed anything in her plan with the purchased of the premium lenses she got. We instead went ahead and grant her the store promotion that we are running. She willingly agree to this offered and we ran the transaction as a store promotion. 20 minutes later her frames were completed and she left the store completely satisfied. Taking into consideration that she had insurance and we didn't combine insurance and store promotion at the same time,she then started writing negative reviews and applied it to Revdex.com. We apologize for the inconvenience, we did not do anything she didn't accept, everything was explained to her and we did not lied as she stated in the complaint, we were only trying to find solutions into helping her out and she agree. Thank you for you time and consideration on this matter. Sincerely, Alex

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

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: I am sure the rims in question were purchased from Cohen Fashion Optical in 2013.  I am looking for receipts and have contacted the credit card company to send the statement for that day.  Also, I will contact my credit union since they paid for paqrt of the eyeglass order.  
Sincerely, [redacted]  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

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

Resolved.)
Sincerely,
[redacted]

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. I have received the full refund minus the discount amount they gave to me...

for the second pair of frames. 
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 called them on the Monday following the Friday I placed order. Early Monday morning. They did NOT tell me lenses were made. They could not be made because I never brought the glasses in for the lenses. I told them NOT to do anything but  refuse bad my money. I 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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have called the store to ask when "Niel" (the person who can process insurance claims) will be available to process the claim through my insurance at least twice since this complaint and can not get an answer about his schedule. Also, I received no promotion or premium lens otherwise my insurance company would not be assisting me in trying to resolve this matter. My insurance provider left a message at the store this morning 7/25/2016. Please respond back with the schedule for Neil so that I can come in and clear up this situation. My insurance will not just reimburse me it has to be put through insurance as a claim and the store refund me the money. I will be attaching copies of the receipt to show standard lenses were ordered and no discount was received once I get home. 
Regards,
[redacted]

I walked into Cohnes optical and asked to speak with a sales person. I was greated by a customer service representative and they ask me "what can I help you with" I told them I had a prescription and would like to purchase glasses. I tried on a few and choose a pair. The sales person said that my glasses would be rushed to the store so that I can get them in a timely manner. I was told I would receive them in 5 days and someone would call me when they were ready. On the 5th day I received no call, therefore I called to see if there were ready. I was told they are not ready and they will be there any day now. The next day I still did not receive a call, so I called again. Once again my glasses were not ready and I was told that they should be ready the next day. Its been two weeks and I have been told by a sales person that now the glasses are on back order and it will take 10 days. I was also told I would get a loaner pair the next day. The next day once again I was told the glasses were not ready or were my loaners ready because the lenses were not ready. Ive been told multiple reasons that conflict with what they originally told me. Each time I have called thier reasoning for my glasses not being ready are different that what I was told form other sales people. The business is extremely unprofessional and they lack proper communication skills with their customers in regards to when their glasses will be ready. This has been one of the worst experiences I have ever gone through regarding purchasing a product. This company has a multitude of bad reviews from many customers.

Complaint: [redacted]
I am rejecting this response because:
I called my insurances they also see a mistake with my transaction. There was no detailed break down receipt nor did the associate explained the additional cost. They also processed the claim to my insurance incorrectly. My insurance company and I are lead to believe there was fraud committed here and we will continue an investigation till we resolve the matter.  If I need to present a lawyer in this matter, I will do so. The way this company does business is wrong and no one deserves to go through this. I understand this is a retail store and I'm sure their associates have goals to meet but if they need to go so far and do such unethical actions in order to meet their goals then quite frankly there's a way bigger problem here. 
Regards,
[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:

I went in to the business and they were nothing but nasty to me, like I was bothering them. An exchange was never offered to me nor even discussed. These glasses are of sub par quality and will never go back there again. This place left a bad taste in my mouth and will not get my business in the future. Most places want to make their customers happy, not Cohens.Therefore you have lost my business thanks for nothing
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

c

The patient went to Cohens in Jersey Gardens on 8/7/17 and explained to the doctor at the time that a request was sent to them from 1800 contacts, but the request was denied because there was no rx for contacts on file for the patient: only rx for glasses. The patient further explains that they will like to have a fitting for contacts done, so that the lens could be reordered. You would imagine, that at this point, the doctor would check to see what contacts were ordered, or ask the patient what kind of fitting was needed. (since the patient was not aware that a fitting for non color contacts was in some way significantly different from that for color contacts) The doctor went ahead and fitted the patient for one day contacts, because that is what they had available, and that was also convenient for the doctor. When the patient gets home to reorder the contacts, the patient is told that the order still cannot be made, because the fitting does not match the color blends order. The patient has to drive back to the mall, ( upset of course) and the doctor thinks that she is disrespectful because she is upset by the fact there was no explanation of the part of the doctor. The doctor thinks that the patient should have told her that she wanted a fitting for color blends (which she did not have in stock anyway, and never said that over the phone) This doctor needs to keep in mind that she is the medical expert. And that when a patient goes to her, it is her job to explain the various fittings available to the patient. Had she not been so LAZY, and a bit more CARING, she would have looked up the order before doing the unnecessary fitting which the patient had to pay for. Needless to say, the patient will is done with Cohen.

Review: I sent the following letter to Cohens on 9/**/13 which describes my previous attempt to contact them via email, and describes my complaint. I have received no response from them

September **, 2013

To Whom It May Concern,

Last Tuesday, 9/*/13, I emailed you via the customer service link on your web page. The email read as follows:

I would like to formally complain about the glasses I received from your store in [redacted], NY. On 6/*/13 I went to the store, had an eye exam, and purchased glasses. I had the glasses shipped to my home as I live a very far distance from this store. I was assured by the salesman that if there were any issues with the glasses I could bring them to a Cohen’s closer to my home for an exchange. When I received the glasses I realized that I could not see well through them. The prescription was too strong and everything appeared distorted. I quickly determined that driving or climbing stairs would be very dangerous with these glasses and I needed to have them remade. I called several local Cohen’s trying to find a store that would address this issue. I was told by each store that they are all privately owned and I needed to return the glasses to the store I originally ordered them at. Had I known this before hand or had I been given accurate information on 6/*/13 I would have never ordered glasses from that store as it was an hour and half away from my home. On 7/*/13 I returned to the [redacted] store and asked that my glasses be corrected. I was given a new exam by a different Optometrist who could not believe the original prescription was made as in her words, it was “way too strong”. She corrected the prescription and again, I had the glasses shipped to my home. While they are an improvement, I still cannot see correctly out of these glasses. All squares appear as trapezoids and my depth perception is severely compromised. Again I find myself unable to use these glasses due to safety concerns. I am unwilling to travel an hour and a half a third time in order to have this problem rectified. I also do not have faith that if I were to travel to this store again the problem would be rectified appropriately. I spent $485 on these glasses that are unusable. They are literally serving as a paperweight on my desk. I would like to return these glasses for a full refund of $485.

I hope to hear back from you with a resolution soon. I can be reached at (xxx)xxx-xxxx or you can email me at xxxxxxxxxx[redacted].

I have yet to receive a response from anyone in your customer service department. I would appreciate a response within 10 days of receipt of this letter. If not I will be forced to take this matter to the attention of the Revdex.com. Thank you in advance for your cooperation.

Sincerely,

xxxxxxx xxxxxxxDesired Settlement: I would like a return these glasses for a full refund.

Consumer

Response:

At this time, I have not been contacted by Cohen's Fashion Optical regarding complaint ID [redacted].

Sincerely,

Overcharging liars! They charged me a "sitting fee" of $35 'in addition' to the standard exam fee. I was given a hard time about not wanting to order my contacts from them and was told that they would "match the price of 1-800-contacts" if I did. I was also told that I could return the contacts if changed my mind because they were a different contact than I had used in the past and was hesitant to try. When I went to pick up the contacts, I was overcharged by another $60.00 ($30.00 per box) and was told they WOULD NOT match the price of 1-800-contacts; because of this I requested a refund and it was flat out refused. I called the corporate office twice for resolution and the response was to give me a coupon; are the kidding?! Why, so I can return and they can rip me off again? Not a chance!