Dr. Fishel and Associates

Product ordered, paid for, and not received.I took my children in on 12/21/15 for an eye exam. My son ordered glasses that day, which I paid in full for. We were told they were ordered and would be in within 7-10 business days. It is now past the 5 week mark and we still do not have glasses. He went by to find out where they were, and was told they weren't there. I have called numerous times and told that the person I needed to talk to is busy. A message was taken for said person to contact me, but I have not gotten a response. Insurance has also paid on the glasses. I was told by my insurance company to get a refund for the glasses (I will lose my benefits for last year) and they will then recoup their money they paid. I was told by a staff member at Dr. Fishel's office that I would have to pay a restocking fee if I canceled the order. I'm stuck losing my benefits and paying to cancel an order that I haven't received a product on if they do not fulfill the order.Desired SettlementI would like for my son to have his glasses. If they cannot deliver the product I want a full refund.Business Response Mrs. [redacted] came in with her child on 12/21/15. We communicated to her that the frame for the glasses that was choosen was on back order; The lenses did come into the office in the 7-10 period she was promised; We were waiting on the frame to arrive; We proceeded to let the patient know they could pick out another frame or would have to wait on the frame that was back ordered which was beyond our control. The glasses were picked up by the patient and dispensed on 2/1/16. We try to do custom glasses for our patients and if the glasses are delayed, frames backordered, etc we communicate this with the patient. I don't understand why this was even a problem as we communicated with the patient/family. We never received your email. The best way to communicate with us is 2797 SOuth charles Blvd Greenillve NC 27858Consumer Response We were not notified about my son's glasses until he went into the office (since phone calls were not returned) to check on them. We were told by one staff member that they were on back order, and told by another that they were not on back order, just lost somewhere in the lab. Another co-worker confirmed this and even spent quite some time looking for them. The only time I got a phone call back about the glasses was after filing a complaint with Revdex.com. The glasses that replaced the original ones were not the same price, but it's not worth dealing with the company for the difference. It has however been reported to the insurance company along with other charges that were billed incorrectly. And then to retaliate I have been charged for a No Show fee for an appointment I made for my husband that was cancelled two days later. After our last experience he asked me to cancel his appointment. He found a better office and we have all had our records sent there. Never again.