Eclectic Eyewear

ECLECTIC EYEWEARTo 'whom it may concern,This letter is in response to a complaint we received on 05/18)ID# [redacted] We have since spoken with the customer and resolved the issueThank you.Sincerely, [redacted] [redacted]

ECLECTIC EYEWEARTo 'whom it may concern,This letter is in response to a complaint we received on 05/18)ID# [redacted] We have since spoken with the customer and resolved the issueThank you.Sincerely, [redacted]

ECLECTIC EYEWEAR [redacted]
align="center" "text-align: center;">GUADALUPE ST, AUSTIN, TX Office [redacted] Fax [redacted] August 5, [redacted]Re: [redacted] ID [redacted] To Whom It May Concern:The above patient was seen at my office for an exam and purchased glasses on 2/6/She paid in full for both the exam and lenses on that date at that timeA copy of the fee slip is included (Item 1)She paid $which is broke down by her examination copayment ($35.00) and her lenses ($105.80)The frame was covered in full by her insuranceShe picked her frame and lenses up on 2/12/On 7/10/15, five months after the patient got her glasses, she called our office stating that we over­charged her for her lenses and wanted a refund but she also wanted to keep the lensesShe said she wanted basic plastic lenses onlyShe spoke to one of our opticians, [redacted], who also was the person who helped fill the order on 2/6/The patient has a very high prescription which is best suited optically and cosmetically with high index (thinner) lenses, Virtually all patients with a prescription as high as hers are put into this type of lensThe patient was concerned about the price of these lenses since they were not covered in full by her insurance and wanted to do the basic plastic type lens instead[redacted] specifically stated the benefits and the drawback to not getting high indexThen, he discussed the option of going with an "in-between" type of lens material, called trivex, which is less expensive than high index, but thinner than basic plastic lenses, The patient agreed to this type of lens, which costs $after she received a 20% insurance discount[redacted] once again explained to her that this option is still not as good as high index, and even noted on the lens order form "Patient is aware of thickness and possible imbalanceNO REFUNDS or EXCHANGES!" I have enelosc,,d a copy of this form for review as well (Item 2)The insurance company, Superior Vision, referred to as SV from this point on, called our office to find out the specifics of this situation and eventually, the patient, SV, and [redacted] were on a three-way call at our office, in which [redacted] felt pressured to accommodate the patient's request for a refund, However, [redacted] does not have the authority to make that type of decisionOnly the office manager, [redacted] has that authority, When he informed her ofthe phone call, [redacted] stated that the patient cannot get a refund without returning the lenses to us so that we could send them hack to the lab to get credit[redacted] called the patient on 7/13/and informed her that she could not refund her without returning the lenses, The Patient flat out refused, stating "No...I am used to them now." [redacted] then offered to remake them in basic plastic which is what she said she originally wanted, at no additional chargeShe refused that as well because she didn't want to return the frames to have the lenses remade and she also did not want to drive back down to our office as it wasn't convenient for her[redacted] then offered to take the glasses to her, either at her work or another location of her choosing, and she flat out refused this option as well, The patient seemed to reiterate over and over that [redacted] admitted he made a mistake (which he did not, per the lab order) and that because of this, this was our mistake and therefore we should refund her AND she should be allowed to keep the lenses because she said "that's ,just how it works." [redacted] explained to her that we are a small optical, not a large corporate entity, and that in order to have the lenses remade that she would have to return the lenses she currently has so that our lab can credit our account back for itThe patient once again refused and at that point the conversation ended Since then, over the last weeks, we have spoken to two different claims administrators at SV in regards to this situationThey basically stated the resolution lied between us and the patient and not SVWe have not received any additional contact from the patient as of this dateThere arc several questions I have in response to the customer's complaintFirst and foremost, why did it take her nearly months to bring this to our attention? Our lab offers exchanges within days on lensesLuckily, we have a great relationship with our lab and they are willing to accommodate this patient even though it is beyond their exchange policyIn addition, we called several opticals around town, both small and corporate, and they all stated they have a 30-day remake policyAnything after that, NONE of these places will even entertain the idea of a remake or a refundSecondly, she stated that we want to remake her lenses for $plus the $that she already paid for a total of $At no point was she ever told this by our office, The $is the retail price of a plastic bifocal but she WAS NOT going to be charged thisOur lab agreed to do the lenses in plastic at no additional cost to usThis is how we are able to remake the lenses even though it is outside of their warranty periodOne of the SV service reps commented that this is the most he has seen an optical try to rectify the situation and make the patient happyThirdly, she states these lenses were ordered without her knowledge or consentWe do our very best to inform patients about the best products that are available to themBut in no means have we ever given a patient a product they did not want or need without their knowledge or consentWe wouldn't be in business for very long if we did that, And it is specifically documented that she was advised about the lenses she was going into (once again refer to Item 2)If she was unaware of what she was paying for, why did she not ask for clarification nearly months ago, either at the time of payment or when she picked up the glasses? On 8/3/15, we received a call from one of the SV service reps who had been handling the situation stating that the patient had called him againHe told as that he again tried explaining to her that she cannot receive a refund AND keep the lensesWe once again extended the offer of remaking the lenses in the basic, plastic material, returning the current lenses, and then refunding herOnce again she refusedNot only did she refuse but she then told the SV rep that "she was going to spread the word with coworkers about how we conduct business." if we did not refund her and allow her to keep the lensesI view that statement as a threat and an attack on my businessWe are willing to go way above and beyond to accommodate her after such a long time frame has passed.
In summary, I feel we have gone well above and beyond everything possible to rectify this situation with the patientShe has flat out refused any of our offersTo expect a refund on a product you purchased nearly months ago AND to be able to keep the product is unreasonableAnd I am fairly certain no other business would honor a request such as this Sincerely, [redacted] Owner and Optometrist

Complaint: [redacted]
I am rejecting this response because:1) It took six months for me to realize that they over charged me because I called Superior Vision with questions regarding my plan and our open enrollment period. That is when it was discovered that Superior vision paid them for the lenses that I ordered - BASIC PLASTIC LENSES - I did not order the ones they are saying are in my glasses now DUE TO COST and I told them several times that I DID NOT WANT THE THINNER LENSES DUE TO THE COST!  I was told "ok as long as you understand that the Dr. is recommending the thinner lenses" I told them several times that I understood what he was RECOMMENDING and I know how much I can afford and I CANNOT afford the thinner lenses.  Yet according to [redacted] when he was called by Superior Vision that is what they "supposedly" put in my frames AGAINST MY WISHES!  The attached document from Superior Vision clearly shows PATIENT RESPONSIBILITY ZERO for anything other than the $35.00 co-pay as they were paid for the BASIC PLASTIC LENSES I REQUESTED.2) If [redacted] was not authorized to refund my $105.80 then he should not have committed Eclectic Eyeware to the refund and he should have passed the phone call to the person who is authorized.  Since he committed Eclectic Eyewear to the refund, then it should be honored without stipulations, not them back tracking which is bad customer service.3) If they had read my complaint, I NEVER SAID that I was told that I would have to pay $234.58.  What I said was I think it is ridiculous for them to tell me in order to get a refund for lenses they had made AGAINST MY WISHES, WITHOUT MY KNOWLEDGE and WITHOUT MY CONSENT that I would have to accept a new pair of glasses in ADDITION to getting my refund.  It is ridiculous for THEM to have to pay whoever it is they get the lenses from and ADDITIONAL $129.00 for the new lenses ON TOP OF refunding my $105.80 which would be a cost TO THEM of $234.58.4) They have NOT gone above and beyond to resolve this matter.  [redacted] was rude to me over the phone when she called a WEEK after [redacted] committed them to the refund.  I have not contacted them back as I feel they are not willing to work with me to refund my $105.80.  As I have stated before, the lenses I have are made to MY PRESCRIPTION for MY EYES and ARE NOT like a pair of shoes that can be placed back on the shelf to be resold or given to any other person so for them to ask for them back is ridiculous.  5) Once they refund me the $105.80 without returning the lenses I have now, that they clearly over charged me, I will never use their business again
Regards,
[redacted]

ECLECTIC EYEWEARTo 'whom it may concern,This letter is in response to a complaint we received on 05/18)2016. ID# [redacted]. We have since spoken with the customer and resolved the issue. Thank you.Sincerely,[redacted]

ECLECTIC EYEWEARTo 'whom it may concern,This letter is in response to a complaint we received on 05/18)2016. ID# [redacted]. We have since spoken with the customer and resolved the issue. Thank you.Sincerely,[redacted]...

[redacted]

Yikes! While the doctors here are average, the management here was atrocious, and I am never going back. Horrible customer service!
To start, their website was complicated and messy, and in order to schedule an appt I needed to fill out a "Contact Us" form so that they would contact me to set up a time. I ended up calling in the office and booked an appt.
The whole check in process took a long time because the office staff is mostly untrained college students. I had to wait for "he says, she says", since they had to refer to the office management in the back.
The doctor's visit was fine, and I was given a prescription for contacts. Since I was in a rush, I paid and left, only to realize later I had been charged $50 extra! I called immediately and said there was a mistake, and I ended up having to argue with the Store Manager, Diana, for almost an hour. Finally I was given a call back saying I would need to come back into store to get the refund. No apology or anything!
I went in a few days later, and the refund was processed, again no apologizes. Then a few minutes after leaving the store, I got a call saying the refund had already been processed before I came in to a different credit card account. Of course, this wasn't possible. They asked me to check my accounts to see if any money had been returned. I checked and called back to say I didn't find anything, and they told me they would get back to me. I never got that call.
Finally, the last straw. I ordered contacts online and needed Eclectic to approve the prescription for the order to process. However, they denied the prescription since the contacts I ordered were a different brand than the ones I tried on in store. Of course they never told me this, but the contacts I tried on in store were the only ones I could purchase because the brand was on my prescription (and they were one of the most expensive ones!). With other optometrists, I've been able to change brands in the past, but Eclectic wouldn't let me. Again, I had to call and argue with their Optical Manager, Roland, who was rude and defensive. He told me the only way I'd be able to buy other brands was if I came back into store and tried on the other brands. At this time, I was out of town for the holidays and needed to purchase my contacts by the end of the year to qualify for insurance. However, there was nothing he would do and even tried to encourage me to buy my contacts directly from Eclectic. I eventually just ordered the contacts I was prescribed for despite the price increase.
I am appalled at Eclectic's lack of transparency and customer service. I would honestly recommend everyone else to go anywhere else!!