Cohen's Fashion Optical

Review: The store makes a claim on their door that they accept all vision insurance. I made an appointment to have my vision checked on 12/**/2015, and when I arrived they told me that they are out of the VSP network. Thus, they do not accept all vision insurance, and most importantly to me they do not accept my vision insurance. I've been paying for vision insurance all year for this exam, and the false advertising on this store has cost my yearly eye exam.Desired Settlement: I would like a full eye exam for glasses.

Business

Response:

Spoke to the customer he will be receiving a free eye exam as well as 30% off his lenses for the inconvenience.

Consumer

Response:

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,

Review: In July 2013 I purchased glasses that cost $655.00 They were defective. Cohen's remade the glasses two times because I could not see out of them. The person who examined my eyes made a change to the prescription strength. The women in the store could not agree on where the bi-focal portion of the eyeglasses should be placed. The in-store technician tightened the glasses -- to no avail -- the were so uncomfortable I could not keep them on my face. I had to raise my head in order to see even a little. After several attempts to resolve the issue, I went to the store and informed them I was contacting the credit card company (Discover) to advise that I had a dispute with the vendor and I left the glasses at the store. The store personnel then said I should choose a different frame. This -- after I had asked several of them ([redacted] is the employee who took my order) if the chosen frame would work with my prescription. After discarding some choices, I settled on a frame and [redacted] and the other employees agreed that the chose frame would. Cohen has said the glasses are a custom made product. Of course they are -- all prescription glasses are. I still could not see out of the glasses. I have the letter from Discover stating that the credit to me has been reversed.Desired Settlement: Discover card services gave me a temporary credit while the dispute was researched. In the end, they gave the $655.00 back to Cohen Optical. I have contacted them several times and explained that I am unable to come in to the store to pick up a credit since my mother is very ill and requires 24 / 7 care at home. On December **, 2013, I spoke to [redacted] at Cohen after Discover card customer services advised her that the credit had been reversed and that they did have my $655.00. I contacted Cohen again on January ** asking where my credit is since Cohen promised to mail one to me. Cohen has insisted that they do not have my $655.00 -- yet Discover had reversed their credit and I have paid my bill to Discover showing the reversed $655.00. On January ** I again contacted Discover and they spoke to [redacted] at Cohen. She advised Discover that the person who handles the credit issues was out of the country. When I spoke to [redacted] a few moments before, she said this person had just left the store.

I would like either my money refunded -- or a credit mailed to me. Cohen has repeatedly denied that they have my money. As I said, I left the glasses at the store in August 2013 when this dispute began so I do not have their merchandise.

Business

Response:

My name is [redacted] and I am the manager of cohens fashion optical on [redacted] st and [redacted]. On August **, 2013 , [redacted] came to pick up her glasses and she was having trouble seeing out of her glasses. I suggested she pick a larger frame to accommodate her prescription better. She declined and then threw her glasses at me in frustration and left the store. She later disputed her charge and lost bc her eyewear is custom made. She re disputed it and discover card took the funds from us and is holding them. We do not her her money but because we would like everyone to be happy we issued her a store credit for the full amount that she spent. Hopefully she can get the proper glasses for her prescription needs.

Thank you

Review: In January of 2013 I bought a pair of eyeglasses from Cohen Optical. This can be proven with exact dates because I went through my union Welfare Fund to purchase them. They have records. Also, I believe I have the receipt. Last week the eyeglass frame broke in two. When I went into the shop to see what could be done, the [redacted] insisted that I purchased the lens 5 years ago and used my own frames. These are rimless frames, impossible to have the frames on my own. I still have the broken glasses. His entire story was a complete fabrication of the truth.Desired Settlement: My desired outcome would be a complete refund for the cost of the eyeglasses as I will have to go elsewhere to get the glasses I desperately need.

Business

Response:

[redacted], on January **, 2013 purchased a complete pair of prescription sunglasses and prescription lenses to put into her existing frame. The frame that she purchased last January is a Giorgio Armani sunglass frame model#918S, where she put polarized prescription sunglass lenses in it. The rimless frame she is referring to was purchased December *, 2009. She has continued to use this frame since then. Replacing the lenses for the first time with a new prescription on July **, 2011 and a second time January **, 2013. The warranty on this frame ended December *, 2010; a year after the original purchase date. An option she may have is to mount her current lenses onto a new rimless frame. We cannot replace the frame at no charge, given that it was in fact purchased 5 years ago. Please contact us if you have any further questions.

Thank you

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 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.

Business

Response:

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.

Consumer

Response:

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,

Review: There is no price tag on all their glass frame, they charged me what ever they want. They told me they used my insurance, and gave me 30% discount. But actually there is no break down on their receipt. They just charged me what ever they want.Desired Settlement: Let me know the really price for every thing I paid for. Lens, frame, and how much discount I have. Or I would like to refund all.

Business

Response:

Our company is committed to delivering the best possible customer experience and we're sorry to hear that you had an issue at our store. We'd love the opportunity to help resolve this matter to your satisfaction. Itemized receipts and copies of prescriptions are always available upon request. A copy of your itemized receipt is being mailed to you. Please let us know if there's anything more we can do.

Regards,

Cohen's Optical

Consumer

Response:

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.

Thank you very much for your help

Sincerely,

Review: I visited this location to have an exam and consultation on January [redacted], 2016 at around 3:00 PM in the afternoon per the receipt details.

I spoke with a young lady about purchasing a particular set of glasses(tag heuer frames treated with transitions lenses), she advised that my total cost would be $748.20 per my copy of the work tag(ticket no. [redacted]). I was advised that my insurance would partially cover the frames and would not cover the transitions treatment.

I asked if I could put a down payment on the glasses as I would be paid the next day and would make the trip to pay the rest on the following day.

I was advised that I would need to make a minimum payment of $100, but a full payment of $748 was preferable(mind you my insurance had not actually been contacted at this point, but this was unbeknownst to me)before they could send the glasses out for assembly.

I went the next day and paid the remaining balance and I was advised that I would be called when my glasses were ready.

Two business days pass and I receive the call that my glasses are ready to be picked up, and so I go to to the location to receive my frames et al. It is past 6 p.m. and the sun has gone down so I could not see that the transitions treatment had not been added as requested.

Over the weekend, I was standing in plain daylight, and my glasses were not showing a hint of the transitions treatment, in fact I was getting hit directly in the face and my glasses were as clear as the day I received them.

I call the store and tell the person on the other side of the phone that I have not received the transitions treatment, and at this point, I would just like a refund. The person on the other side of the phone advised that I would have to speak with a manager about the refund come the Monday after.

On Monday I go to the location and speak with the manager, and she advises me that she does not see transitions on my ticket, which was to be sent to the lab. So she asks her associate, whom helped me, and the associate confirms that the transitions should have been included in the price.

I request my refund at that point and the manager says that there are absolutely no refunds, and that I can only receive a store credit for the value of the transitions treatment, or wait for them to order the lenses with treatment and have them installed at some point later.

Considering the fact that they made an error and the cost of treatment would have been null due to their error, I advise that the refund would be the best recourse, however they adamantly refused.

I cannot accept to wait to have these lenses ordered and installed as I require them for work, and the transitions treatment was just cosmetic, and not something I really needed.

I had to go to their corporate lines to reach someone, and they advised that they had to speak with the location to confirm the information, and they would get back to me that same day. I received no call back.

I had to open a dispute with my financial institution for the amount that the treatment was covered by, but asserted that I would be happy to pay for difference on the glasses.

My bank provided the credit with the provision that it could be reverted.

I have held on to the funds in the meantime and avoided using them.

It recently came to my attention on Monday, however, that they just now placed the claim for my glasses with my vision insurance. The total claimed by this Franchisee of Cohen's Fashion Optical was $545.00 and, per my vision insurance, all I owed was in full actuality $80.

So I was charged $668.20 over the value of my frames and lenses total, and have had to jump through multiple hoops to receive a simple refund which is actually due to me, now that my vision insurance has actually been contacted for payment(as they should have done in the first place).

I provided this information to my bank and they reached out to the corporate line once more, and they were once again referred to the store Manager.

We were to have a conference call today at 1 PM to confirm the details and ensure that restitution would be made per my bank, and the Manager failed to join the call(as she was not at the location, even though she had been advised that there would be a conference call today).Desired Settlement: I would like to be refunded for a total of the $668 I have overpaid as the merchant, has

A) Failed to complete the job in a manner that was congruent with the original order.

B) Failed to refund the portion of services that was due to me as a result

C) Forced me to open a dispute for the funds, and sit in limbo whilst having to deal with an excessive amount of red tape due to their inability to communicate amongst each other.

And D) requested payment from my Vision insurance for a completely different amount and has been funded all except 80 dollars, as of February the [redacted], which should have been completed upon request of the frames.

Consumer

Response:

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

Review: My name is [redacted]. I unfortunately have had a horrific experience with the Cohen's optical on [redacted]. First off, I bought a [redacted] for $30 that included an exam and $250 off of a full pair of prescription glasses. I have eye insurance but I'm not up for a new pair of glasses yet, so I decided to give this is a try.

The eye exam was horrible. I have been to the eye doctor once a year since I was little. The woman was unfriendly and kept questioning me when I would pick between "1 or 2" and the machine kept fogging up. She made a comment at the end of the exam about how my prescription is "so high." I had my last eye exam in November 2013 and my eye doctor assured me that my eyesight has remained unchanged; I've had the same prescription for years and it's worked great for me. That same eye doctor even sent me my prescription so I could just get frames but the [redacted] said I needed a consult.

I picked out frames that were $169, the lenses also being an additional $169. That is reasonable considering I was going to be getting $250 applied to this. However, then the saleslady told me that because my prescription is "so high" that it is going to be an additional $60 per eye. Also, that I need anti-glare for another $60. I told her I didn't want that because I only wear my glasses around the house (I mainly wear contacts). She argued with me for a while that if I don't get the anti-glare, the glasses are basically useless and I won't be able to see out of them. I reluctantly said ok.

When I got the grand total of $273 at the end, I was shocked. That was with the $250 credit already applied. They told me that the credit also goes toward a $60 exam fee; I argued that the [redacted] said it included the exam plus $250 toward glasses and they fought me on that. I kept saying that I didn't want the glasses anymore because I can't afford that price. I wasn't trying to haggle; I really can't afford that price. I was trying to leave and they were being unbelievably pushy. Regretfully, I paid with a credit card and left.

About 7 minutes after leaving, I called and asked if they could please cancel my order and give me a refund. Yes, I understand that the policy is no refunds but I literally just left the store and the order had not even been placed yet. Once again, they were very rude and said there is absolutely nothing they could do to help me.

Right after hanging up with Cohen's, I called [redacted]. They confirmed that I was right about the [redacted] and should not have been charged for the exam. They emailed me to say they spoke to Cohen's and that I am due a refund for that portion. When I went to pick up the glasses on 06/**/14, I mentioned this and whoever was supervising that day said she has no idea what I'm talking about and that she cannot give me a refund. I showed her the email from [redacted] and she just rolled her eyes at me and said to call back when a [redacted] is in in a few weeks.

Next, I tried my glasses on. They immediately made me dizzy. The girl said "oh you'll get used to it." Listen, I've had glasses forever and I know that it might take a few minutes for your eyes to adjust but I couldn't walk straight. I left thinking I'll give it a day to see if they do adjust. Unfortunately they did not and I literally can't wear them because they are too strong.Desired Settlement: I would like someone to contact me to talk about the issues I've had. And I want a refund, not store credit, for the glasses; I will gladly return them.

Review: customer service and eye exam I was charge for precription lens that was not correct, had to take eye exam over two times,I got two pair of glasess one pair was the corect and the ones that I got through carecredit first charge was 525.00 then I was charge 600.00 for a preciption that was'nt right neither preciption was right I still can't see out of the glasses now had the exam done over I was not told that I was getting charge 600.00 I told her Iam already paying back a credit cardDesired Settlement: 600.00 dollars removed from my acct

Business

Response:

Dear Mediator [redacted],

This letter is in response to the complaint ID# [redacted].

[redacted] is a lovely woman and a patient of ours who was originally examined in our office on March [redacted] 2013. At that time, she ordered two pairs of glasses. One pair was a bifocal that was at no charge to her, due to her coverage under insurance. The same day, she also wanted and ordered another different pair of prescription eyeglasses, which she consented to pay for personally. She thought she wanted them only for distance, without a bifocal, and so ordered single vision lenses. Her plan was to remove them for reading. This pair was in a designer Dolce and Gabbana frame. They had thinner, lighter impact resistant polycarbonate lenses,

which in addition were transitions that cycled light and dark grey. The cost to her for that pair of glasses was $525.00. (See copy of invoice #1). [redacted] elected to finance their expense through a medical credit card, known as CareCredit. [redacted] picked up the single vision pair of glasses on 4/**/2013. (See #2 with the date and her signature). She returned to us two days later on 4/**, as she felt the change in the prescription was too much for her to adapt to. She wanted us to just duplicate her old prescription. We intended to change both sets of glasses, the bifocal and the D&G pair to reflect that older prescription. Had that been the only change there would have been no further cost to her. The insurance pair was again done at no charge. However, now that she had tried the D&G glasses, [redacted] felt her original decision to have only single vision lenses in those frames, were not in her best interests. She didn't want to have to keep removing her glasses to see things that were closer. We explained what the options were that could accommodate that request. She could have gotten another bifocal with the line as she had done with the insurance pair, or gotten a progressive addition lens. Progressives are multifocal lenses that have a gradual blending of power changing from the distance view through an intermediate area and result in reading power at the bottom. Due to their design, there is no visible line, which she found to be preferable cosmetically in comparison to her bifocal. After hearing the options, she chose to reorder

the new prescription in a multifocal lens.

Alf multifocal lenses are not created equal. There are a range of prices and designs depending on the manufacturer and options selected. Since progressives for most people are more challenging to adjust to, we always recommend better, less distorting, industry standard, branded names. New technologically Digital free form designed lenses have wider useable areas for clearer vision, and are easier to adapt to. We find most people want and appreciate the improvement over older renditions of multifocals.

At that time on 4/**, [redacted] ordered a new set of lenses only for her D&G frames. She chose a premium design lens for the reasons just outlined. They were: Varilux Comfort, Polycarbonate, Transition Grey, Digital progressive lenses. The cost of those new lenses to edge to her previously purchased frame was $600.00. She ordered (see #3) and paid for them again on her CareCredit charge. To be clear about this point, [redacted] was not charged for a second set of glasses, but only for the new type of lens she requested. She picked up her D&G frame with those new progressives on 5/**/13 (see signature of delivery #4).

On 6/**/13, she returned to us as she was unhappy with the vision her

old prescription (that she had requested) provided, in her D&G frame. She was re-examined (at no charge), and we mutually decided to return to the original prescription we prescribed for her on 3/**/13 (see #5) On 6/**, we again reordered lenses for her D&G frame at no charge (see#6).

[redacted] picked up her glasses on 6/**/13, with the third set of lenses we made for her D&G frame, (which now had the same prescription we gave her originally). She seemed to feel that the vision was better now and signed for the glasses and left wearing them. (See her signature of delivery (#6).

We hadn't heard from her after she left that day wearing those glasses, your letter being the first new communication about them.

[redacted] is a very gentle, nice person and we truly feel distressed and

sorry about this situation. Although, from our standpoint, we really tried to do whatever was necessary to satisfy her needs. We changed the type of lens and prescription several times based on her responses and requests. At this point, as far as we knew, the glasses seemed to be fine and we hoped she was wearing them as they are beautiful and she loved their look and feel. She did seem to be happier when she left that final time with them. She had copies of her receipts with the costs at the time of purchase, and signed the charge slips the two times she made purchases. The first time was for the distance lenses and the frame. The second time was to change her distance lenses to progressives. She was not charged for any other services or prescription remake.

If there are any other questions, please feel free to contact us.

Thank You,

Review: They did not inform me of what was covered under my insurance plan - instead the sold me the most expensive type of lens and did not inform me that this would not be an out of pocket charge.

Business

Response:

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.

Review: On July *, 2014 I purchased one pair of glasses and one pair of shades. I was told that it would 7-10 business days before both pairs would be ready for pick up. I received no communication from anyone. On July Tuesday, ** at 2:43PM I called to find out the status of my glasses and shades, they said they would call back.At 3:23PM I was told that the glasses were ready for pickup however the shades were not. I I went and picked up my glasses. At that time or during the phone conversation was I informed that the shades had been sent to California because the shades have a special mirror coating on them and they could not do that type of work in the store. I was told to check back the following week. I called on Friday, August [redacted] at 11:24AM and was told someone would get back to me. At **:57PM I called again and was told someone get back to me. At 2:19PM I spoke with [redacted] and was told the the shades were not ready but they would definitely be ready for pick them up the following week Wednesday, August * and again no one told me the reason for delay. On Wednesday, August * at **:09PM I called the store to inquire about my shades and was then told that they were in California at the lab and that there was a special mirror coating that had to be put on them. I told them to cancel the order because they breached there verbal contract of 7-10 business days and asked for a refund. I was told someone would call me back. No one at any point gave me a courtesy call to let me know the stays of both pair of glasses I made all the initiate calls. At 1:29PM a young lady called back she started to explain why it was taking so long and how the glasses were high end and they couldn't do the work in the store etc. I explained to her that I never received any courtesy calls in regards to either of glasses or shades. She began to apologize and gave me a credit of $100 on the shades and promised they would be here on Tuesday, August **. Today is August ** at 1:10PM and I have not received any form of communication from Cohen"s Fashion Optical.Desired Settlement: I would like the store to credit my credit care card for the amount of the glasses including taxes.

Consumer

Response:

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 would still like this complaint to lodged against this company. I did receive my shades. After not receiving a phone call I went into the store and shades were there. I do have the product but the lack of customer service process needs to be noted and updated.

Sincerely,

Review: I purchased eyeglasses for my daughter in September, 2012 which cost $50 as a special discount rate due to the insurance that we had. After paying for the glasses we were told that once the glasses were ready you could not come back again for any reason. Finally after not being contacted we went back for them. After waiting weeks to hear from someone we sent back in to see if the eyeglasses were in and we asked why it took so long and why hadn't anyone contacted us and we were told that our telephone number had been lost. While there we asked to see the original card that had been filled out when we first came and our phone number was right there. This was only a little part of the problem because my daughters eyesight did not improve and she got headaches when wearing these eyeglasses. Since we couldn't go back to Cohen's Fashion Optical we had to find some real help. In December, 2012 we had to go and see a second eye doctor and as you can see the prescription had to be changed. She can now see wearing the new eyeglasses. At Cohen's the prescription was [redacted] and the new prescription was [redacted].Desired Settlement: There should be a refund of the $50 since the product was defective and I wasn't allowed to come back in and have the eyeglasses corrected.

Business

Response:

Dear [redacted],

Please be advised that we have been in contact with the customer and will remake the eye glasses at no additional charge. To accommodate the customer we are also furbishing a pair of sun glasses at no charge.

Once again we would like to convey our sincere apologies for any inconvenience. Please feel free to contact us with any questions.

Thank you,

Cohen's Fashion Optical

Consumer

Response:

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,

Review: BREAKDOWN: Purchased optical lenses from business in question. Agreed to purchase a certain pair of optical lenses with specific additions included. The total price was decided upon and the receipt signed by the customer (me). When I received the optical lenses, the lenses did not include a specific addition that was agreed to upon the payment, and subsequent signing of the original receipt. After returning to the business numerous times to find out what had gone wrong, I was told that the business had made a mistake and did not charge me for one of the additions they stated verbally and on which is listed on the signed receipt. I was told different people were the manager, most likely to delay my efforts and wait till past their 30 day exchange policy so that I would no longer be an issue. The businesses' policy is NO REFUNDS. I believe that a refund is deserved to the customer because the agreed upon services and products were not included when the item was received by the customer. This business is manipulative, and refuses to give model numbers of varying optical frames they carry so that people will not be aware they can purchase the same frames at a fair market price or even a better price than this business offers.Desired Settlement: The best outcome for a situation such as this one is for me to go to the place of business, return the glasses, and be entitled to a refund from my banking company. I believe the no refund policy is not reasonable in this instance because the merchant did not provide what was agreed upon at the time of payment.

Business

Response:

[redacted] came in and ordered a complete pair of Eyeglasses. He never paid us for transition lenses. Somehow on his receipt it says that he ordered transition lenses. We offered him to put transition lenses at no charge any way. He can contact me directly at [redacted] Igor / manger

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:

[Your Answer Here]

When I purchased the glasses on November [redacted], Sherry, the associate from Cohen's Fashion Optical, had stated "you are paying for 3 items: The glasses frames, the anti-glare on the lenses, and transition lenses. When I went back to the merchant a few days later and picked up the product I believed I was getting, as agreed upon my signature of the receipt, to my surprise the product was missing one of the three agreed upon items to be sold to me. The lenses did not transition. I went back to the merchant and inquired as to why the glasses did not transition I was told, "this was a mistake on our end - I will order the lenses for you at no charge." I replied, "thank you, I knew you would honor the original product and terms agreed to." 3 days later, I received a call from an associate telling me that there was a problem with my order and to go into the store and speak with an associate there. I went to the store and was told by an associate, "you have to pay another $180.00 to get transition lenses. I asked why, assuming I had already paid for all the features I was promised prior to my signature of the receipt (and as actually listed on the receipt in question). I was told that this was my only option and if I did not want that, then I would have to leave the store. I was duped in believing I was paying for one product and then I received another. They then tried to charge me an absorbent amount to which I refused and took my dispute to Chase and the Revdex.com. I believe the no refund policy is being abused in this case and is null due to the fact that this product I now have in my possession is not what my receipt says it should be and what the associate had told me I was paying for. I was offered by Igor, the manager, a no charge transition lenses addition to my glasses. I refuse this. This is because I do not wish to do business with this merchant after being basically forced to pay another $180 for a service I was originally told I was getting which was the only reason I authorized the charge. The business tried to take advantage of me in this case and did not honor their original sale agreement with me. I will return the glasses for a full refund from the merchant. This is not lawful to do. Chase has the merchant on record stating I received transition lenses when in fact I have had the merchant admit they did not sell me what they told me I was getting. This is a bait and switch procedure to manipulate customers. What if I did not realize that I was promised transition lenses and it is on my original agreement with the merchant....I may have actually paid $180.00 and been duped by the business. The business also refuses to give model numbers for the frames and this is because they do not wish to keep fair pricing agreements which are transparent and honest with the consumer. The business is a franchise and is being run in a deceitful, advantage taking manner and I refuse to let them get away with robbery. I wish to return this item which I did not agree to pay for and get a full refund regardless of the policy of the franchise location.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased frames and lenses from this business. Gucci 2769, in total I am spending $550.00 with $100.00 deposit. When placing my order I requested them to order a whole new frame as I do not want the ones that are on display to which they assured me they will place the order. I went back to pick up my glasses when they called me to tell me my glasses were ready on March [redacted], 2014. Before they handed me the glasses I asked if they were new or off of the display to which the associate assured me they were new. Upon inspection of the product I noticed it had scratches that were on the display set. When brought to their attention they told me it was a "mistake" and that they would have a new frame ready for me. Today, March, [redacted], 2014 I went back to pick up my glasses and the woman installing my lenses were very rude. The left lens looked as if it were half way out and the right lens were fine, I showed her and requested she fixed them to which she did but not after telling me thats the way it is, theres nothing they could do about it. When she handed them back to me, the lens were set in place but they had a dig. I am not spending $550.00 on a pair of glasses to have a used or scratched product. They assured me that they will fix it but now I have to wait until monday for them. I cannot see and had they done it right the first time I wouldn't have to go back again. This is by far the worst service I have ever received from Cohen's. I have made purchases at other locations and never have I encountered a problem. The Liberty Avenue location needs to be inspected because I am not sure why they are trying to scam their customers. I am not happy with the service I received and I feel as if I am stuck into spending money at this location because of their no cancellation policy. I wouldn't wish to cancel my order had there not be so many complications.Desired Settlement: I would like for them to refund me my money. I'd much rather going to another Cohen's location. For future references I will surely not visit this location again.

Business

Response:

As stated in the complained letter, [redacted] came to purchase a pair of Gucci pair of glasses and requested us to order a new set for her. We agreed and ordered the new pair for her. Upon 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 order. The patient was then called to pick up her glasses. She 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 day. She 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 her. She came and picked up her prescription glasses two days later. We are aware that [redacted] 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.

Review: On November [redacted] 2015 I visited cohens to purchase a pair of glasses. I was fully prepared with my Benifit affidavit filled out and ready. I purchased a pair and they were delivered to me in store in an hour. While I was waiting I decided because I have duel Benifits my wife and I maybe I could get a second pair one for home and work. So Karen the clerk who sold me the first pair told me they didn't have the lenses and would order them. Would take a day. I paid upfront another 85 dollars. After 3 days didn't hear back from Karen so I called she said they no longer had the same frames that I would have to come back in. I went back to the store Karen still not available I tell the story to another female employee she takes my info and then tells me they will contact me. Another week goes by and no call so I tell them and they tell me they will ship me the same glasses frames and all to my house. Week to ten days later I received the glasses and they were incorrect. I immediately contact them they tell me to bring them back. NeXT day I return them they take my info and no one calls. After three days no call and in the interim I lost my other pair of glasses so I had to purchase another pair from a different store when I called them to get a refund for the way they miss treated me for over a month they said I could only have store credit. So they have utilized my medical benifit and refused to issue a refund with no fault of my own.Desired Settlement: I would like a full refund of 85 dollars and full restitution of my medical Benifits

Consumer

Response:

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

Sincerely,[redacted]

Review: I, [redacted], went to the store on [redacted] around [redacted] before I started to work, my job is [redacted], I purchased and paid for prescription glasses, I bought [redacted] frames, the prescription glasses and they offered features like transition lenses and anti- glare on them, all for a price of US $550.00. I was a bit skeptical but I decided to buy them. While at work, I started surfing the web for the same brand of frames and couldn't find any at the price they quoted me at the store, Cohen's was charging me US $300.00 for them and online no frame was over US $200.00, I called from work to cancel but they were already closed. [redacted] the [redacted], I called in the morning around [redacted] and I talked to the lady that actually helped me on [redacted] by the name of [redacted], I told her that I changed my mind and wanted to cancel, she replied saying that she didn't have the authority to do so, that a [redacted] should take that decision but no [redacted] was at the store that day, to which I replied how come a store is running without a [redacted], she say that the [redacted] would be back on [redacted], I insisted to have a confirmation that the order was cancelled or at least stopped, she replied saying that they put the order on their system probably that same [redacted], that once in there only a [redacted] can cancel it, in addition she mention that the store does not grant refunds but only store credit, that policy was not mention to me at all when I was at the store, neither I saw any sign they could have posted at the store at all, otherwise I would have not finished the purchase with them. Then I asked her to tell her [redacted] to give me a call the next day and I made sure she put at least a note in the system saying I called to cancel. [redacted], I waited all morning and no call back, I did call in the afternoon and asked for the [redacted] and I was put on hold and transferred to a gentleman who told me pretty much the same, that he wasn't the [redacted] and that this, was not in today either. I started getting upset and requested a solution, he said couldn't do anything, told me that the [redacted] will call me the next day. [redacted], they called me in the afternoon just to let me know that the glasses were ready for pick up and their [redacted] never called me. As soon as I got this call, I went online and started a dispute for that purchase with my bank, [redacted]. They applied a temporary reversed credit for the same amount until they resolved the issue. The first week of December [redacted] had sent me some documents from the dispute process, they will no longer grant that reversed credit because, according to the store, they disclosed their policy for no refunds, they actually send a copy of the [redacted] receipt I signed where in the bottom part, their policy was stated in fine print plus a picture of their sign saying that because of the eyeglasses being customized, they don’t issue refunds.

I never noticed that sign neither I noticed that fine print on the [redacted] receipt I signed, another important fact is that they never gave me a copy of that receipt, they gave me a different receipt for pick up on which they wrote details of the purchase but this one didn’t have any print that explained their policy, usually stores are supposed to attached that POS receipt but they didn’t, that was a big failed on their side.

I work on customer service too, and I have to emphasize that we are trained to tell the guest or costumer, not once, at least 2 times about any policy to avoid this kind of disputes. The store seller never told me neither someone from the store, knowing I was disputing this charge, had the kindness to call me at all. My point is that they do not care about customer satisfaction; they just made that sale and did not care about my will to cancel. The same person [redacted], in my consideration, lied to me denying her real role as someone in charge for that store, she manages that store and lied saying to me she does not. She is there all the time, was present during the sale, when I went on [redacted] in person and asked her to cancel my order plus all the times I called the store. That is a real example of bad practice, worse when as far as I can understand, those policies apply to final sales on which you get the product at the same time of the purchase, I didn't get the glasses that very same day, they were supposed to be made in 3 to 4 days, [redacted] had time and the power to cancel my order, but she didn't want to, on top of that after all I never picked the eyeglasses. Another thing I consider bad, is that they never performed me another eye exam for glasses, I bought contacts from them months ago, very expensive too, but as far as I know prescription for contacts are way different than eyeglasses. I went to the store to talk to [redacted] again a week ago after I went to complain to my [redacted], the union referred members to this place, and she still does not want to refund my credit card. When explaining my complain she recognized that her seller should had told me about the policy, she accepted that fault, but still no will for a refund. I consider they should refund me because of the way they treated me, [redacted] lied to me denying her role as a [redacted] in that store, she could easily have cancelled my order that very first time I called her, she did not want to do it. They failed to give me the receipt I signed and they overcharged me.Desired Settlement: I don't want to do any more business with this company, they didn't respect me as a costumer, even though they offered me some store credit, I don't want it.

Consumer

Response:

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

Review: On February [redacted] I went into Cohen's for new glasses because my pair broke. At first they seemed very nice and the girls there did a lot to help put my old lenses into new frames. I also picked out new glasses with new lenses from them. On February [redacted] I picked up my new glasses for first time. All seemed well. By February [redacted] I had to go back to Cohen's because the lenses on the new glasses formed this wavy type pattern. Both lenses had this in the same exact spot. They took the glasses, noticed the defect right away, I was told it was a manufactures defect and they were sending the glasses back to be fixed at no charge to me. I picked up the glasses again on February [redacted] only to have the same problem by March [redacted]. We had gotten a lot of snow on the [redacted] and I was unable to go back to them (I am physically disabled and am wheelchair bound) until March [redacted]. I went in and asked for a refund. I spoke to [redacted], who says she was the [redacted]. This time I was told it was my fault, after the first time admitting it was a manufacturers defect. [redacted] refused to give me a refund, yelled at me and my brother-in-law, telling us it was how we were cleaning them until I told her I was cleaning them with the solution sold at her store. I left the glasses to be fixed yet again because there was nothing else I could do seeing how she was refusing to refund me and I need to see. On March [redacted] I received a call from [redacted] telling me that, at no charge to me they were putting on a "premium" coating. I do not want the glasses, regardless of the this new coating. I am on a limited income due to my disability and I can not afford to go get another pair while taking the loss on these. I also cannot have the lenses breaking every couple of days. The place admitted, without batting an eye, the first time their product is faulty, I want a full refund.Desired Settlement: I would like a full refund as I cannot deal with the lenses breaking every couple of days.

Consumer

Response:

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,

Review: had an eye exam, got a prescription and ordered glasses (great doctor, by the way, but Cohen's treats their optometrists very badly). Cohen's claimed to be giving me a 30% discount because I was an AAA member (although they never asked me for a membership card), and upsold with some features they never disclosed. My complaint isn't about the fake discount. That same day, I was concerned about the cost, so I called the store and asked them to stop the transaction until I could come in again and see if I could get something less expensive. They agreed to do that, and they did. When I went back, several days later, I brought in my own frames, and ordered a less expensive lens, bringing my cost down, although at every step the clerk tried to talk me out of the less expensive options Here's the problem: they would not refund my money, but gave me only a store credit. They said it was their policy, clearly stated on my receipt (but not before I had paid!) I am not contesting the store-credit-only policy. I AM contesting applying it in my case. I stopped the transaction; there was never a transaction so they cannot call it a refund. They argued that that was not the case. Further, as I discovered, the charge goes immediately on the credit card account the day the glasses are ordered. Most places hold the charge until the product is delivered, or at least charge only a deposit.

Cohen's sleaze is not new to me. I guess I just tried to overlook it but I will now do the following: contact AAA to tell them their name is being used for a fake (fraudulent?) practice; contact my credit card company to contest the charge; post this story on Facebook and Twitter; and think about calling our consumer fraud agency. Not the first to find this company sleazy. Won't be the last.Desired Settlement: refund in cash, not store credit. I UNDERSTAND THAT THEIR PUBLISHED POLICY IS STORE CREDIT ONLY, but this was not a completed transaction. I asked them to stop it; they did. I went back to the store and did a different transaction.

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,[redacted]

Review: I bought a pair of glasses and had issues from day one. I had been told there would be a case and there wasn't. There were spots on the lenses that were not able to been seen though. I have taken this pair of glasses back 8 times and still have no useable glasses to wear. The progressive lens which enables you to see writing up close was completely blurred. My eyes were checked to make sure the script was correct. It was. They said there was an issue and they would send it back to be fixed. I went back after 3 weeks only to find no glasses. I went back again after 2 more weeks and Ryan drew dots on the lens and said he could see where the issue was. He sent them back to be fixed again. I go back again, still not able to see through them and no case. I left them there again to be adjusted/fixed and go back again, still not able to be used. This is completely insane. I have been going back and forth for months now. Upon my last visit and trying them once again, not only is the issue the same but they replaced both lenses and again the right eye is completely unuseable and now there is not tint on the glasses of which I paid for and had had until that visit.Desired Settlement: I would ask for a refund due to the fact that it is abundantly clear that this store cannot complete the job that they charged myself and my insurance company to do The glasses are not able to be used and I have replace them elsewhere as I needed glasses.

Consumer

Response:

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

Review: At first, the company overcharged me although I had the appropriate insurance to cover my charges. Second, when I called my insurance company and they then called the company, I was promised a refund due to their action of overcharging me. When I called the company to confirm this promise, they finally explained the reasoning for my charges which were not previously disclosed. Finally, they promised to offer me a refund of the amount of $109.

When I went to the store to claim my refund, they gave me a "refund receipt" for my debit card (I can present this receipt upon request). I expected the refund to hit withint 5-7 business days. It is now almost two weeks after the fact and my refund still hasn't shown in my bank account.

This company has been shady from the beginning via 1) not honoring my insurance 2) overcharging me 3) not explaining exemption from additional charges they tacked on 4) pretending to swipe my card to refund me, but never doing so.

This practice is illegal, and I believe a company should honor its policies.Desired Settlement: Since they seem to commit fraud by pretending to refund via debit card, but not doing so, I would like my refund in cash. I would also like the Revdex.com to investigate this business. Although highly subjective, a view on their [redacted] page shows high complaints of similar magnitude by previous customers.

Consumer

Response:

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,

Review: First wanted to share that the associates at the Trumbull location not only reaked of cigarettes but are unprofessional, uneducated and unfriendly. After purchasing a new pair of glasses and being dissatisfied, the owner/doctor of this store verbally promised over the phone that I could exchange them for any other pair there whether they are at higher or lower price from what I originally paid. I thought this was quite an exceptional offer so I re-confirmed and he verbally agreed. In the meantime, I visited their Westport CT location which was convienent to where I live/work and found a pair I liked very much. The sales associate there, [redacted], said she would call the doctor of the Trumbull store (since he owned both) and try to talk him into making an exception for me eve those this new pair was at a higher price and the Trumbull location did not carry this particular brand. After much negotiation, he agreed verbally to her in front of me that an associate from the Westport location would hand deliver the glasses to the Trumbull location so the switch could be handled at their facility and all I would have to do is bring my original pair in and they'd cut my lenses down from the old to the new pair and would make an even exchange. As I was I leaving the Westport store after being very pleased with this result, she stressed how I should have not shopped in the Trumbull store to being with because the associates there are unprofessional and store has limited merchandise. That week, I receieved a call from the Trumbull store stating the new pair has arrived from Westport and to come in at any point to make the even exchange. That next week, I drove from Westport to Trumbull for the second time with my old pair in hand and as I arrived for pick up, the associate working alone at the time, [redacted], said I owned another $150 for the exchange. Shocked by this, I asked him to call the owner/doctor as that was not our agreement. [redacted] got ahold of the doctor who verablly went back on his word and refused to speak to me at the time since it was his "day off" and asked that I call back the following business day. The next day I called the Westport store first thing and spoke to [redacted] who originally made this agreement with the doctor. During our conversation she began going back on her word and kept repeating for me to speak directly to the doctor instead, that she doens't recall any conversation and if he is going back on his word now "oh well". Frusterated even more, I called the doctor at the Trumbull location who again, verbally went back on his words. Denied saying that I could make an even exchange at his Trumbull location with any pair at higher or lower price and the fact that I could do an even exchange with this new pair. He interrupted me multiple times during our conversation so much that I had to ask him to please stop talking over me and let me explain my understanding before he continues. He replied that he was very busy and other customers were waiting for him which I thought was a horrible excuse and not a way to treat any customer. I explained how disappointed I was with this entire experience and cannot believe this was happeneing. This was the first time I was purchaing a pair of perscription glasses and will never recommend anyone to visit either locations. They lied and both blamed me, the paying customer, for misunderstanding which is obserd- how would I make these exceptions up? At that time he said he could give me 25% off the $150 difference but that was it. I am so disappointed that I regreat shopping here to begin with and will never go back nor recommend anyone to shop at any Cohen's location, especially not the Westport & Trumbull location.Desired Settlement: Associates need to be re-trained and would appreciate them accepting the verbal agreement which would be the even exchange.

Review: I went to Cohen's Fashion Optical in [redacted] for first time to get glasses. I had coupon for $25.00 eye exam and $100.00 off complete prescription purchase plus free pair of single vision glasses. My insurance had also advised me that this is one of my providers. I went because I thought that I was getting a good deal. I got my eye exam then I continued to pick frames, I choose a pair of frames. I asked the sales person assisting me [redacted] how much the frames were. He said $269, I said out loud “ great with my insurance my total should be $97.30. My insurance covers $130 then 30% of my remaining total ” When I told [redacted] I had a coupon, he told me that does not apply. The employees were very polite in helping to get you to buy the most expensive frames in store. I guess this is what they were trained to do and they do so by distracting you with a lot of chit chat. When he told me the price for the I choose was $269.00, I went along thinking; well after all my insurance will be covering most of the cost. [redacted] then told me my frames will be ready in an hour. After returning an hour later to pick up my glasses he told me my total was $400. I told him that is not what I agreed to pay nor is it something I can afford. [redacted] then began stating that I could not return the glasses nor refuse to pay for them because they were made with my lens and I must pay for them. When I asked where all these charges were coming from [redacted] stated that the frames were originally $399 and with my insurance and his ‘courtesy discount’ the frames came out to $269. [redacted] never mention that he had already applied the deduction of my insurance to my frames, when asking previously how much the frames were when I picked them out. He also said the remaining charges of $106 were from the ultra thin lens and glare protection. Also a $25 fee for warranty. I told him I did not agree to these charges nor was I disclose this information. He began saying that these were features I needed for these frames and so forth. In result I paid for my glasses mentioning to [redacted] that this transaction left me fatally and financially wounded. When I asked for an itemized receipt he gave me a yellow receipt stating frame $ 269 lens $106 plan $25. Nothing was mention about my insurance in my receipt or a description of the additional charges. I asked if I could please return them he said there’s no way.Desired Settlement: I would like to return the glasses and get a full refund.

Business

Response:

COHEN’S FASHION OPTICAL [redacted]o whom it may concern, On March 14, 2015, [redacted] came into our location to receive an eye exam and purchase new prescription eye glasses. [redacted] filled out her insurance claim form and doctor record card. The staff proceeded to check her insurance benefits and relayed her coverage to her stating that her co pay for exam would be $10.00. After her exam, [redacted] along with one of our associates started choosing her new frames. After about 15 minutes [redacted] settled on a frame of her liking which was a [redacted] frame priced at $399. The manager at that point came over to price her for the frame and lenses required to complete her transaction. After applying her insurance allowance of $130 the frame total became $269. [redacted] lenses through her insurance were a total of $106 ($66 for ultra thin lenses & $40 co pay for anti reflective coating). [redacted] was also informed that the store offers an extended warranty for her frame which is $25 (covering any type of brake that could occurred within her first year of having the frames, and that they would be replaced at no extra charge should she have the warranty), which she accepted bringing her total to $400. [redacted] explained to the manager that she would like to see a less expensive frame. The manager proceeded to show her additional frames and after a few minutes, chose a [redacted] frame which was priced at $289. After her insurance allowance of $130 the frame price would be $159. Even through [redacted] liked the new price, she still decided to go with [redacted] frame, because she felt that they looked better. [redacted] proceeded to pay for her new prescription eye glasses and after paying was told that they would be ready for pick up in one hour. About an hour latter [redacted] returned to pick up her glasses and requested to speak with the manager. She put on her new glasses and was very happy with the result, and then asked the manager to please go over the prices again, which he did very thoroughly even though [redacted] was given the receipt break down at the time of sale. [redacted] then showed the manager that she also had a $100 coupon for glasses. The manager explained that coupons & store promotions cannot be combined with insurances programs or vision plans, which is stated on the coupon that was presented). [redacted] understood, thanked the manager and went on her way. [redacted]’s glasses without her insurance would have been $723 with the coupon applied. It is always in our store’s interest to help the patients that shop here, and always try to accommodate within reason. The store does have a no refund policy because all prescription eyewear is custom made. Thank you in advance for helping us resolve this situation. Sincerely[redacted] Store manager

Consumer

Response:

Review: [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,