Cohen's Fashion Optical

Review: I purchased a warranty for the prescription eyeglasses that I purchased. The sale person failed to put it on the receipt that I payed $25 for the warranty. I'm trying to replace my prescription eyeglasses and was told that there was no warranty on my purchase. When I purchased the warranty I was informed that when you need to replace your glasses it would be half the cost of what you paid for it. I went back to the store to try to replace it because my house went on fire I was told that I don't have a warranty on the $550 glasses that I bought and the replacement cost would be about $470. I wouldn't have purchase the warranty if the difference was less than $100. They misrepresented the sale of the warranty by telling the the customers that it would cost half of the price of the purchase amount. They are selling you this warranty under a false advertisement.Desired Settlement: I want them to honor how they sold the warranty to me which is half the purchase price of my prescription glasses.

Consumer

Response:

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

Sincerely,

Review: One year ago I purchased frames Cohen's Optical in [redacted]. I lost the frames and I went back to [redacted] last month so [redacted] can order me the same exact frames I have previously purchased. I agreed and I gave [redacted] 295 dollars for the frames. I came in a week later and she showed me the frames and they were the wrong frames I told her that they were the wrong frames. Then tried to convince me to keep that frames I said no. I asked for a refunded being that she could not get the frame that she promised to get. [redacted] refused to give me my money back she told me that she have to contact her home office . It has been 3 weeks and everytime I call her its another excuse as to why she has not processed my refund.Desired Settlement: The agreement was that she could get me the same exact frames that I previously ordered being that she could not get the frames I am requesting a refund. [redacted] shouldn't have charged me a dime until she was for sure that she could get the frames. This is part of their scam.

Review: I went to this store on January **, 2014 for an eye exam. I told the doctor I was uncomfortable with the mock glasses he had me try on. He nodded and walked away. I thought he would give me an accurate prescription so I ordered the glasses and they came in. As soon as I received the glasses I told the worker ( [redacted]) that the glasses hurt my eyes and I couldn't wear them. He said to me that I should try them for a week and come back if I felt uncomfortable. I cam back because I was getting MAJOR headaches with these glasses and I was NOT SATISFIED with the doctor and I wanted my money back. He told me I couldn't get my money back but I would be able to get store credit. I asked to speak to a manger because I thought this was unfair. It has been 4 days and there is no manager in the store. ( or at least they refuse to come out and speak with me). I also called there corporate office and NO ONE EVER ANSWERS. I have left several messages and I have not received a call back. I do not understand how a business operates with no MANAGEMENT. ALL I WANT TO DO IS SPEAK TO A MANAGER and he refuses to come out and speak to me.Desired Settlement: PROVIDE CUSTOMER SERVICE AND MANAGEMENT

Review: At first thing, I am [redacted] customer and went there and I asked seller that I needs writes through communication the seller says no problem. So I asked seller that I need new lenses which I bring my frame, I show them of frame that other lenses already on it which I would want to replace the new lenses. When they told me the prices and I told them that expensive so seller explains and show me the lists of prices again I told them that still expensive so the seller gave me adjust the price reduce only $100. So next day, I went there again to pick up the glass then after that I went outside and found that lenses does not come with transition which I requested so I went to home and called them and they confused again me either confused too. I spoke with supervisor and explains to them and they says sorry that only way I agreement with them and signed the form. I told them actually seller real big misunderstand what I want..... The seller assumes that I would want to have two glasses that not what I want... I real very upset about that... They not real solves of this problem.Desired Settlement: Would want to adjustment the prices because I doesn't get second glasses therefore I have to pay $790 for only one glass.

Review: On the Cohen's Fashion Optical webpage they offer a $20.00 coupon for eye exam. The only restriction on this coupon is "Contact lens exam and fitting is additional". I made an appointment to have my eyes examined. After the examination I presented the coupon. I was asked what kind of glasses was I interested in. I advised the counterperson that I would not be purchasing glasses with their store, and that's when I was told that since I was not purchasing glasses from them that the eye exam would cost me $60 instead of $20. I advised the person that on the coupon it does not state that, and I was told that they tell their consumers at the store of this fact even if it's not on the coupon. I asked for my PD reading (pupillary distance) and I was told that since I was not purchasing eye glasses from them that they would not check my PD even though I paid them $60 for the eye exam.Desired Settlement: I would like to be refunded to my card the additional $40.00 that I paid for my eye exam. I feel that I was penalized for not buying my glasses with their company. They should not be advertising and giving out a coupon for an eye exam at $20 if they are not going to honor what they are advertising.

Business

Response:

The coupon which has the offer of the $20.00 states right on the bottom "prior to purchase" and every patient that walks in to get an exam is instructed the this coupon works. Which is that if you are doing a purchase the exam is $20.00 otherwise it's $60.00. Addressing another issue that was brought up the P.D. (pupillary distance) is only taken by a licensed optician once you chose a pair of frames and a pair of lenses. That measurement isn't given out regardless whether anyone would have gotten their glasses done with us or else where. The patient was well instructed before going in to the exam room that it would be a $60.00 fee.

Review: I purchased a discounted coupon for prescription glasses from this business, and they inflated the original item price to turn a profit after the discount. A 300 dollars price tag has been inflated to 525 to recover the 275 dollars coupon's value. Asked to cancel the transition after finding out the inflated prices only 2 hours later and have been told that "we don't give money back" by [redacted], [redacted].Desired Settlement: I already started a claim with my CC company and I want Cohen to just refund my money.

Hello.

I'm writing to complain about my visit today at Cohen's Fashion Opitcal in [redacted]. I had went to get new glasses and I walked out paying $300 for my glasses. I have a great insurance and I knew I spent more than I was suppose to.

I was initially being told my total was $400 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 wrong. I eventually found out I was suppose to pay about $100 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 anybody. This isn't the way of doing business and next time I will be going to [redacted] 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.

Review: I purchased glasses from these people back in feb of 2015, I thought nothing of I at the time as I needed glasses and was told they were reputable little did I know. Since feb I have been back frequently to get adjustments as these lenses are too heavy and doesnt seem like they were made right and they tend to give me a headache due to he weight on my nose. I contacted cohens to let them know I was displeased, they suggested I see someone else in the store for an adjustment. She was a headache by itself. She was rude,unprofessional and tightened my glasses so much I cant wear them. It took her 45 min to adjust them I dont think she knew what she was doing in the first place, even though she claimed she did. was doubtful!

This is a horror of a company to deal with, I want an exchange at this point. I will never waste a single dime with them again.Desired Settlement: new pair of glasses/

Business

Response:

We are sorry that [redacted] is not happy with her Tiffany Eyeglasses. We were willing to exchange the frame for her at no additional cost to her and even though it has been 9 months after the 30 day exchange policy but when she recently came in so that we could adjust the glasses we noticed that there was hair dye on the frame. This immediately voids the warranty on the frame. We can try again to adjust them for her to make them as comfortable for her as possible if she would like to return. She can also go to over 100 locations at her convenience.

Consumer

Response:

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,

Review: I bought two pairs of glasses. One has a problem the store offered a store credit I accepted. Now they are refusing to honor the store credit although in the store it's written by they sale person in the receipt that I have a store credit for $ 154. I also have a receit from the store when I made my last purchase from the business. I need someone to look in the matter as soon possible because it's possible this cohen optical its scamming its customer. Thank you [redacted]Desired Settlement: I can either have my money back, or get the equal value of something from the store like originally wanted

Business

Response:

To whom this may concern, the patient [redacted] was indeed issued a store credit in the amount of $154. She is more than welcome to use this credit twords any purchase at Cohens Fashion Optical at any time she pleases. Unfortunately [redacted] does not have the original store credit to present, therefore anyone will have the ability to use this credit. If [redacted] is able to bring us the original store credit receipt, and comes with the right approach as apposed to screaming at other customers "DONT BUY GLASSES HERE" And "YOU STOLE MY MONEY" at employees, we will be more than happy to honor the credit. This is a general business policy for all establishments. At Cohens Fashion Optical we guarantee %100 customer satisfaction. [redacted] can contact me at anytime at,[redacted]

Review: On December **, 2014, I entered the store with the intentions of purchasing frames and lenses. Prior to my arrival, I called into ask the basic pricing for lens, which the staff member advised were no more 150.00, for basic lenses. After I selected the frames of my choice and heard the pricing, the staff member advised that my VSP member # was needed, if it were to be registered. Issue # 1 was that the total price/deal changed whether I used my VSP or not. Nonetheless, we agreed to a cost of 515.00. I left a deposit of 150.00 and advised that i'd return the next day to complete the purchase.

I returned on December [redacted], with a [redacted] deal. As I waited to be served, I overheard a women mention that the store had been running a 50% off deal. Once my turn, I provided the staff with my [redacted] deal as well as my VSP information. They in turned, then raised the price of my lens to 285 - which I told him was simply ridiculous because I called and spoke with someone, who confirmed it would be no more than 150. After telling him that if the price was not adjusted, that I would continue with the purchase, he then told me that my deposit was non-refundable.

this information was not provided at the time of my purchase. He also told me, when leaving the deposit, that I could change my mind if I wanted to and I would not be penalized for this.Desired Settlement: I'm requesting my deposit of 150 be returned to me. I will not stop protesting against this immoral and unethical behavior portrayed by this retailer. It is sad that these people are representing this company in such a low and sneaky way. My next step will be to consult an attorney, as this issue is more about moral standards, than the money stolen from me - especially around the holidays.

Review: I received an eye exam and prescription glasses from this location back in January. I told them what my prescription was but they said that to prescribe glasses, they needed to do the exam themselves. I picked the glasses up a week later. Once I got home and tested them out, I realized that the prescription was too strong. I wore them a few times hoping that I'd just get used to them, but I never did. I reached out to Cohen's back in April about my issue and asked if I could get new lenses. I was told that I should have brought the glasses back within 30 days (which I was never told about) if there was an issue and now I would have to pay for a new eye exam and a new set of lenses -- hundreds more dollars on top of the $414 that I already paid. I explained that, not only was I not told about the 30 day policy, but I was unable to come back that quickly because my commute to the location was 1 hour one-way and I was a medical student with little time to take off to do that trip as often as I would have had to. They said that they would have their manager call me about possibly making an exception. Now, 5 weeks later, I have stopped by once, called 3 times, and emailed them once and have yet to hear from the manager.Desired Settlement: At the very least, I'd like to get glasses with the right prescription, whether or not this means returning to Cohen's. Ideally, I could get a refund and spend the money at a place that not only charges less, but makes customer service a priority.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Cohen's Fashion Optical has been resolved. I Had to reach out to them again as they did not contact me, but finally, the regional manager gave the go ahead for me to be issued a new pair of eyeglasses.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: This email is a follow up to my [redacted] post regarding my horrible experience at Cohen’s Optical. I have been a customer of Cohen’s Optical for at least 20years. (early 1980’s). So when my daughter inquired about getting contacts, I referred her to Cohen’s. My mistake was perhaps going to Cohen’s at [redacted]. The result of my displeasure was a bill for $785.00.

Nonetheless, when we came home and shared with me her experience (no detailed recept or booklet explaining her purchase), I was very upset. I contacted the representative [redacted] immediately on the same day. [redacted] simply did not have time for me. She indicated that she was leaving for the day and basically expressed that she didn’t have time to hear my concerns and referred me to her [redacted], [redacted] I was waited on by [redacted] another representative who showed some compassion and sincerity when trying to help resolve my concerns. Unfortunately, [redacted] wasn’t able to find the paperwork for my daughter until 20 minutes later. She was very apolgetic and passed me along to [redacted] for a resolution. I left a message for [redacted] to contact me. On my way out, I asked the name of the other representative that assisted [redacted] in looking for the paperwork. That representative name [redacted], shouted, “Why do you want my name?” She was angry and I was surprised that she snapped back at me while she was waiting on a customer and it was not appropriate to respond in this manner nor while she waited on a customer. The customer had this blank look on her face. When I did not hear from [redacted] in 2 days, I reached out to her. Initially, [redacted] displayed some small degree of concern and I finally thought I was going to get some improved customer service. At various points during our back and forth conversations, [redacted] misquoted figures to me, for example, I would get a $200.00 refund, after a second call after applying my corporate discount. I called [redacted] to reconfirm the refund and then was told $175.00 would be credited. When my daughter arrived to pick up her glasses she was told the refund amount of $75.00 would be applied only if she chose a 1 year plan. My daughter has repeated indicated that she did not want a 1 year supply, but a 6 month supply. When I brought this concern to [redacted]’s attention, her true colors started to show and she began to get testy with me and seemed agitated that I was calling once again.

Finally, I just told my daughter we would just wait to hearback from Cohens when the contacts arrived and we would be done. Well my daughter did not hear back from Cohen. She called to inquire about the arrival of the contacts. The next day when she went to pick up the contacts, she was told she had to be scheduled for a lesson to learn how to use the contacts. My daughter scheduled that appointment for the next day, however, [redacted] did not show for the appointment with my daughter. My daughter waited 30 minutes for her to arrive. My daughter took the contacts and left without a lesson. To this day, she has not received a phone call from [redacted] or [redacted] to explain the no show or apologize for having the customer wait.

This is an example of the repeatedly poor service received. Please let me know if you would like me to elaborate further. I am a dissatisfied 20 year customer.Desired Settlement: Apology and credit back to card immediately.

Review: On 2/**/14 I purchased Two sets of glasses and replacement lenses for existing sunglasses. The two sets glasses ordered were a primary and secondary pair. The secondary set they produced very quickly, however the primary pair (cost over $1740.00) were to be delayed, I agreed but said I needed them ASAP. I gave them two weeks, they said next week, I then gave them another two weeks but no glasses. I went back to the store on 3/**/14 a month after and demanded my money back. The store manager "[redacted]" said that the person who does the refunds does so on Fridays, and that she would once again call me to update me. Friday the [redacted] came and went, no refund nor call. I gave them the weekend and the following Monday to perform the refund, but that was for naught. Today 4/*/14 I called the customer service number listed on their website ###-###-#### spoke to [redacted] who said call [redacted] at ###-###-####. I left a message. So it's been almost a month and a half of lies and unfulfilled promises, I have been patient enough ... I want the $1,740.00 refunded.Desired Settlement: Refund of the $1,740.00 as promised by [redacted] (the [redacted]).

Consumer

Response:

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,

Review: Company refuses to supply an itemized bill for eyeglasses purchased. I need this for my insurance company to review.Desired Settlement: Need an itemized bill.

Consumer

Response:

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

Review: when I was working, I paid health insurance and dental premiums and copaymets and got good quality healthcare. under the affordable care act, I got temporary medicaid whch was switched to a lousy health plan. I lost my eye doctor and dentist they were providers for the national health plans but not the ny plans. I was looking for an optomologist with opto-map adigital machine that took a picture of three fourths of your eye in a fraction of a second. the receptionist said they had it I was pesimistic, I was right, they didnt. this doctor has outdated equipment and he likes working with old quiet feeble minded people. when you talk he gets annoyed. he gave me a presciption for glasses which I took to walmart but they didnt take the insurance uhc community plan. they recomended cohens fashon optical in the same shopping center on [redacted] in [redacted].I cant use bifocals and the insurance only pays for one pair, one of the lenses was blurry on the reading glasses which cost me $129.99. they said I could get a second doctors script and they would repair at no charge one time only. they couldnt refund my money beacause the manufacturer wouldnt give them back their money. the second repair is still not very good because the doctor doesnt know what he is doing the distance glasses didnt come in yet and cohens fashoned optical doesnt understand the capitlist system. in the U.S. busnesses gain mostly profits with accepting some losses to maintain good customer relations.Desired Settlement: insurance should cover opto-map and pay for glasses an repair

Review: I purchase an eye exam and a pair of frames in he amount of $359 cash. I returned the frames because they were to heavy for my nose. The store refused to give me a refund and only a store credit. I decided to use my credit towards contact lens eye exam for $120. I use an additional $100 for 2 boxes of contact lenses because as per the doctor I need it a different prescription for each eye. I returned to the store after using my contact lenses for 1 day and explain to the store that the contact lenses get blurry and I'm not able to see anything. I was giving another eye exam by another doctor who now said I need a different prescription. The [redacted] of the store blames me that I should have known that those contact lenses would not work for me cause I was given trial. I asked for an exchange, the [redacted] said I will have to pay another $30 dollars to exchange the lenses.

I then contacted customer services and was told that a the lenses will be exchange and a credit issue at a different store that they work with at the [redacted]. This was told to me more than a week ago. I have contacted customer services via email and left several messages and nobody has called me back to resolve this matter.Desired Settlement: I want a full cash refund of $359.00

Review: on April of 2013, I went to Cohens Fashion optical and brought in my own frames and I asked if they can install new lenses unto my frames, they said yes, a week later I went to the store, and picked up my Glasses after about a week of wearing them I was experiencing headaches, and eye strain, I took glasses back to store, and was told there is nothing wrong with them, I then went to another eyeglass place to have the glasses looked at, and I was told the lenses where defective, they had some "vertigo prizm", so I went back back to the store, and explained what I was told, they offered to re-do them, after a week or so I went back again to pick up my glasses, this time they had a scratch on the lense, I mentioned it to them and they said they will fix, after a week or so they called me to pick up the glasses, I went back, and the scratch was still there only on the other lense, they said they will fix, another week or so passes by and they call me to pick up the glasses this time the lenses PD was off, again they said they will fix it, a week or so goes by and I pick up the glasses only this time the lense was not aligned properly with the frame, at this point, im upset, and told them to take off the lenses, give me my frames back and give me a refund. they took off the lenses gave me my frames back without screws on top of everything, but told me I would have to speak to the owner the following day in order to get a refund, I tried multiple times to contact the owner, but after some days I received a call from one of the sales rep stating the owner is unwilling to give refund.Desired Settlement: I want a full refund, I have never had any problems getting lenses or frames, this was a very horrible and stressful experience, this store should not be in business.

Business

Response:

To Whom It May Concern:

On April *, 2013 our mutual customer [redacted] came into our store and placed an order for prescription lenses to be put into his own frame. The customer opted to purchase polycarbonate, transitions lenses with anti reflective coating. Polycarbonate lenses correct vision beautifully without distorting the face or the size of the eyes, yet this extremely thin lens is virtually indestructible, an important safety factor for active adults. Polycarbonate lenses can be far thinner than glass or conventional plastic. Transition lenses are clear (or nearly clear) indoors and darken automatically in response to sunlight outdoors. They also protect your eyes from 100 percent of the sun's harmful ultraviolet radiation. Anti reflective coating decreased reflection makes them look better, and they produce less glare, which is particularly noticeable when driving at night or working in front of a computer monitor. The decreased glare means that wearers often find their eyes are less tired, particularly at the end of the day. Allowing more light to pass through the lens also increases contrast and therefore increases visual acuity. These lenses are made to order.

On April **, 2013 the customer returned and picked up the eye glasses. The eye glasses were adjusted and dispensed to the customer.

Couple of days later the customer returned and claimed there was a scratch on the lens. Without hesitation we reordered lenses at no additional charge to the customer. Soon after the customer returned and picked up the eye glasses. Once again the eye glasses were dispensed to the customer. A few days later, once again [redacted] returned and said there is a scratch on the lenses. For a second time we reordered lenses at no charge to the customer. This time we sent the job out to a specialty lob.

On April **, 2013 [redacted] returned and placed an order for another set of lenses for a different frame. The customer opted to purchase the same type of lenses.

On April **, 2013 the customer returned and picked up the eye glasses. The glosses were dispensed to the customer. Soon after [redacted] came back and said there was a scratch on his lenses. Without a question we reordered lenses at no charge to the customer. A few days later the customer returned and picked up the eye glasses. Couple of days later the customer returned ond once again voiced his dissatisfaction with the scratched lens. This time we reordered lenses ond sent them out to a specialty lab at no additional cost. Sometime later the customer returned to picked up the eye glasses. The eye glasses were thoroughly inspected to make sure there was no defect in the lens. [redacted] took the eye glasses and left the store. I n about half an hour the customer returned and said that he no longer wants the eye glasses.

The lenses were furbished specifically to the customer's vision needs and request. We have remade [redacted]'s eye glasses four different times without any questions. The lenses are made to order as per customer's request.

If you have any questions, do not hesitate to contact us.

Thank you, [redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Cohen's Fashion Optical has been resolved.

I spoke with the owner of the store, and we mutually agreed upon a set refunded price, I recieved the refund check by mail on 11/*/13.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: To Whom It May Concern:

I came into Cohen’s Fashion Optical located at [redacted] expecting good service and decent prices on [redacted], November, **, 2014.

I am very sorry to say that the service I received as a customer that was tremendously destructive to the Cohen’s Fashion Optical name.

When I entered, I was given a very courteous examination by the optometrist in the store.

From there, the disaster began.

I was never given a prescription. This store is in violation of FTC Sec. 456.2 which is quoted as saying, in part: "Separation of examination and dispensing... It is an unfair act or practice for an ophthalmologist or optometrist to: (a) Fail to provide to the patient one copy of the patient's prescription immediately after the eye examination is completed."

Let me emphasize as well: we are almost two weeks into this fiasco and I have never been given my prescription which was supposed to be given immediately after the examination. I have been promised many times for it to be sent to me. A sales representative even lied and said that I was given it already. I have no ability to shop around for glasses. Is that fair?

One phone call emphasized this more than my other contacts with this company. I called and asked the Cohen's Fashion Optical representative to give me my prescription. The gentleman on the other line was not aware of the dispute I had with his company (at the time) and took my name and information. He said he would be right back with my prescription and was willing to give it to me over the phone. Sure enough, when he found out where my situation stood with his store, his attitude changed. He came back and responded that he would not be able to give it to me over the phone. He gave me no other option except to come to the store. Other companies set up accounts for their customers, offer to email or fax the prescription, etc. Here, nothing like that happened.

What was the dispute?

I was sold a pair of glasses that, without insurance, would have cost me $249. Because I was told that my prescription was very poor, I was sold a pair of frames for $399. When one adds the anti-glare (and I got the least expensive), my glasses came out to be, without insurance, $748.

I found out 15 minutes after I left the store that those frames could have been purchased with everything they sold me for under $200 without insurance.

I work in retail and know that mark-ups are a necessary part of business. However, when a customer finds out that a store has a markup of more than 300%, that does not create relationships and trust but instead destroys any customer’s desire to return.

Forty-five minutes after I made the order and a deposit, I called to cancel. No return policy was ever stated to me by the worker there and no return policy is clearly stated in the store. For example, it did not “All Sales Final” or “No Returns – Store Credit Only.” In the City of [redacted], if a store does not clearly display a proper and correct return policy, that store can get into serious trouble.

When I called, the worker there, [redacted], spoke to me very rudely. She was the one who processed the order and NEVER expressed a "All Sales Final" return policy.

When I asked for the manager, she said to me that she would not give out the personal phone number of the manager. I clearly did not ask for that – instead, I merely wanted to talk to the manager. We are more than two weeks into this fiasco – the manager of this store has never called me or left me a voicemail. [redacted] is a mere worker. If my manager at my work found out that I would not let a customer speak to them, for any reason, I would get into serious trouble.

I asked that the order be canceled immediately. This is 45 minutes after the order was made! I expressed several times that I do not want these glasses. She told me that as soon as my credit card is run through the system, the order is made.

In addition, when my credit card company called them, the glasses were suddenly ready the next day. I was told by [redacted] that my glasses would take 5-7 business days to be ready. Suddenly, glasses that would have taken at least a week now were ready! Amazing miracle!

When [redacted] explained this, she said that they had a close relationship with the lens place and that it took very little time to get the glasses ready. I asked a simple question: if they have such a close relationship with the lens producers, why could you not cancel it 45 minutes after I made the order? No answer then, no answer now.

Did this company make every effort to prevent this dispute? In my opinion? Absolutely not.

It seems like this store wants this problem so that they can use every excuse to charge me this exorbitant amount of money. They don’t seem like they want a solution that avoids a problem.

My credit card company representative called the optical place in hopes of finding some resolution. He was immediately confronted with [redacted] who said that since I put down a deposit, I should have known that no refund would be given. How was I suppose to know that? What does one have to do with the other? If this is true, it goes against all city and state law.

She knows what we know: there is no clear refund policy in their store. Instead, they trick customers to pay higher prices and if they ever want to renege on their purchase, they suddenly appear with their true refund policy. Is the goal of this company to deceive?

My credit card company representative was astonished at the lack of customer service and remarked that “this was a great way to lose a customer for life.”

I have not picked up the glasses and I have no intention to pick them up. I have done everything at this point to end this dispute. This store does not want to budge.

As a result, this has ended up as a dispute between our two banks. The amount of $618 is currently being disputed. With all the reviews for this Cohen’s Fashion Optical on [redacted] and [redacted] saying that it is “shady” and with other stores being criticized for their lack of a refund policy, I look forward to a resolution to this issue right now. We can't believe everything we read on the internet - but this company has a pattern.

I want my prescription right now.

It can be emailed to me at [redacted], an email address which I provided as a patient of Cohen's Fashion Optical.

It is unfortunate to me that this store thinks it can skirt the law without repercussions for their actions. I find it even more unfortunate that a company can clearly err in posting a proper refund policy and can not accommodate their customers in the slightest and be so arrogant in the process. A simple “sorry” and an immediate refund would have helped save their reputation and this dispute. Even worse, a company representative lies to me over the phone and says that I received a prescription that I never received and says that a refund policy that never was expressed ANYWHERE in the store was clear as day. My wife and I never remember that happening - if anything, my prescription is being used a weapon against me to make me come into a store that seeks conflict.

I look forward to an immediate response to my grievances as soon as possible.

Sincerely, [redacted]Desired Settlement: I want my prescription and my money back immediately.

Business

Response:

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]'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.

Review: I had a custom made glasses done by Cohens, and I have found out tha was made with the wrong material and it is badly affecting my vision!

I have been to the optician to explain what is happening and how the product is badly affecting my eyesight, yet the optician who has placed the lenses and the entire staff refuse to accept responsible. They simply clean the glasses with a spray and give it back to me. I have been to three different opticians and explained what is happening, when I show them the glasses they all agreed that it was made with a defective and very low material and it can affect my vision if I kept on using this glasses. Anytime I put the glasses on after few minutes, the glasses becoming sweety and with a fog and I am unable to see clear. My eyes get red, and I keep cleaning the glasses yet the problem persists!Desired Settlement: I am seeking for a full refund or replacement of my glasses.

However, due to the resistance of the staff to cooperate I would rather have my refund and get new glasses from a different optician.

Business

Response:

Our business strives for highest customer satisfaction and delivery of quality products in service and delivery. This client's lenses were remade and dispensed to his satisfaction on Wed. Sept.*, 2013. He was pleased with the service and the product and informed us that he would be notifying the Revdex.com to remove the complaint as soon as he left our office. He smiled and was very happy with his new glasses. We are happy to deliver high standards and rectified the situation as soon as possible.

Review: On July [redacted] 2013, I took my glasses to Cohens Optical to repair the right lens. The person in charge took my glasses and proceeded to add glue. I said, not to put glue because it did not work the last time. The employee took my glasses to the back and said to wait a few minutes. After I got yhe glasses back and tried it on and looked in the mirror, I noticed a crack in the right lens. I showed it to the employee and was ignored. I did not bother to argue since I know I was right and I was about to get upset and did not want to elevate my blood pressure. The following day, I called the manager. Shemmentioned that she would pull my file and get back to me. She never returned my call. My glass lens broke in half and I need them because I am a[redacted] and I need to wear the glasses for my sight. I paid $900.00 for the glasses and already paid $500.00 for repair. Please look into this matter and let me know how to proceed from here on.Desired Settlement: I would like a refund for the glasses since I have to get a new pair.

Consumer

Response:

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

Sincerely,