Drs. McBride & McBride Optical

Review: I visited the optical shop to purchase glasses. As I was going with rimless lenses, I was very conscientious that the lenses not be thicker than what I currently have. The prescription stayed the same and I also did not pick lenses that are larger in size than what I currently have. There was an additional charge for thinner lenses. I picked my glasses up on Saturday (March 9) and could tell right away that they were thicker. There was a distortion problem at the outer edges as well. I mentioned this to the optical staff and she suggested I try them for the weekend. I returned the glasses on Tuesday (March 12) as I could not comfortably wear them. The optical shop is now billing me $185.00 for lab charges to make the lenses. I had specific concerns when ordering the lenses and was assured the glasses would be the same as what I currently have. Additionally, I was very timely in returning the product. Unfortunately, the optical shop was unable to deliver. I do not feel I owe for something I did not receive nor do I wish to do business with a company that will bully customers to pay. After contacting a couple other optical shops, they return frames/lenses with no charge to customers should the glasses not meet a customer's expectations.Desired Settlement: The optical shop can return the glasses. I have not made any payment nor am I responsible for any charges.

Business

Response:

Dear Revdex.com

On Feb 20th [redacted] ordered a pair of glasses from us* We fully explained how the drilled rimless frame with an exposed edge would make the edge look thicker, given the frame she chose. We actually special ordered this frame for the patient as well. We recommended she roll and polish the edge which would help make the lens look thinner, but she refused that advice not wanting the edge to have glare from reflections that she has experienced before, Ms. [redacted] is currently wearing a metal frame that covers half of edge and makes the lens look thinner. After deciding she was unhappy with the appearance of the eye wear she chose, we offered to restyle her to a different frame to make the lens look thinner but she refused that also.

We ordered these glasses after the patient agreed to the design in good faith expecting payment for what was ordered* We have lab bills to cover for the glasses ordered by Ms. [redacted], We are happy to restyle frames to her satisfaction including remaking glasses in a different frame, but Ms, [redacted] has a minimum cost to cover for the eyewear she ordered if she chooses not to proceed with glasses in our office.

Dr [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9486429, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

April 19, 2013

I reviewed the response from Dr [redacted]e and it became obvious that he did not have all the information. When I initially spoke with the staff, I knew they would be ordering in this particular type of frame. It was their choice and they advised they could get it from their Silhouette representative; I agreed to wait. Additionally, I did not refuse to do anything with my glasses. As I explained to [redacted], my father was just diagnosed with a chronic illness in which I had healthcare and end-of-life decisions that were extremely pressing. My plate was full, so to speak. I do not understand her apparent lack of customer service skills, even human empathy, that she would mock and bully a customer regarding services. I personally called Dr. [redacted]e to find out how we could solve this dilemma. That same day, I went to the office on Tuesday (April 16) whereby [redacted] did an excellent job in explaining and ultimately fixing the edges of the glasses. As I have never worn a rimless style, I would not know about reflective glare as referenced in Dr [redacted]'s response. While it makes no sense why identical material and lens shape are now thicker, it just is. I was given them to wear. At that time, I did pay $185 for the glasses. Upon wearing them on Wednesday (April 17) I noticed the lenses had a crackled appearance to them. The ultimate effect of looking through them was similar to looking through old wavy glass or glass with water running down. It was especially noticable during night driving due to the light halos. The lenses were supposed to have the Crizal non-glare coating. I can only assume that something happened at the lab during the coating process. I returned them on Thursday (April 18) to respectfully request that the lenses be remade. This would be at no cost to me. While [redacted] is out until next week, I agreed to speak with him then. As I currently have glasses made of exactly the same material with the same Crizal coating, I have no doubt that my new glasses will be of the same quality as those from my retired optician.