Essential Family Vision Care

The customers glasses were received from the lab and dispensed to the patient tateron the day of this complaintWe are genuinely sorry for the Inconvenience she and herhusband experiencedWe agree any delay can feel like forever, and instead of theexpected to days that most orders take to process; this one took to complete.Assuredly, we strive to prevent these types of errors through ongoing staff training,education, and review of constantly evolving insurance requirementsBoth owners hadalready spoken at length with the customer during this delay to apologize, and assureher that we were doing everything we could to expedite her order and correct the errorsmade by our staffWe have also reviewed this complaint with our staff and discussedprocedures in which to prevent future lapses In serviceWe wish this customer the verybest in her future business encounters.Please close this ticket

We are deeply committed to patient care, as evidenced by ourcompassionate staff member opening the doors after closing to help thisindividual with her eye wearProviding emergency eye care to anotherpatient, at closing, or after hours, does not in any way obligate us to keepour doors open for watrafficWe do not understand why this personstates that she is nervous about using our office; she has been in forservice, and has received it in a respectful competent mannerWe regretthat she insists on name calling, and chooses to ignore our best efforts.We have offered her a refund I again, and have formally terminated ourprofessional relationshipWe are profoundly disappointed that this forumhas been used as a potentially public means to discredit our hard earnedreputationWe have made more than the reasonable efforts that areasonable business wouldIt is regrettable that there is not an equivalentforum for business persons

owner *** said she would compensate us for part of our out of pocket expense for the glasses mix up that was their error for sending them to the wrong labboth owners lied to us about what happened and were not honest even when I had proof that they did liedthey told lies to cover liesboth owners have no idea or clue what the other is doing or saying and they both do not relay info onto their staffso when you call the staff has no clueI am stuck having to use them until my next eye glasses purchase in years for any issues with my glasses, which makes me very nervous about going into their place to have things fixed as I do not know what will happen when I goI already had one issue and they locked the doors mins prior to the stated closing time and I knocked and said I have an issue and the lady was like we are closed I said my lenses are falling out and need them fixed right away, she reluctantly let me in and when I told the lady what was up she was like I will fix the glasses and she did and then she told me that they still had a patient in back getting an eye examso why the need to close mins earlyI will never buy anything from them again and I will tell everyone I know to stay far away from themthis is not the first time they did this to me2yrs ago when I used them for my exam and purchase of pair of glasses they didn't send the correct order and the glasses were made wrong then and they had an issue with getting the glasses to the correct lab then toowith my insurance I have, vsp, they have their own lab so with the insurance the eye glass place has to send to that lab, well this place consistently does not and sends them to another lab

I will accept but I am not happy about it. I just want it over with since they are not willing to do what we were originally told they would do. hence the reason I said they lie everytime we talk to them. their only options is for my to return my glasses and start over. I needed the glasses I finally got since my other ones were damaged. so I will not return my glasses. that is only refund they find acceptable which is not what the other owner stated she would do when all this was going on. she stated that she would refund half of the money we paid out of pocket for the pairs that were incorrectly sent to the wrong lab. I have only stated that truth about the whole situation as they are the ones that have made lying an art form. every time me or my husband talked to one of the owners another lie was told to us. some of the staff that helps you in the eye adjustment area are friendly and nice but the front desk staff is not so when you come in they are sometimes rude. to bad for this company as my husband and I are all for doing business with local companies. I will go to someone else in the future and I will only come into their business with my husband for any adjustment that are needed on my glasses that way I have a witness when things do not go as they are suppose to.

The customers glasses were received from the lab and dispensed to the patient tateron the day of this complaint. We are genuinely sorry for the Inconvenience she and herhusband experienced. We agree any delay can feel like forever, and instead of theexpected 7 to 10 days that most orders...

take to process; this one took 19 to complete.Assuredly, we strive to prevent these types of errors through ongoing staff training,education, and review of constantly evolving insurance requirements. Both owners hadalready spoken at length with the customer during this delay to apologize, and assureher that we were doing everything we could to expedite her order and correct the errorsmade by our staff. We have also reviewed this complaint with our staff and discussedprocedures in which to prevent future lapses In service. We wish this customer the verybest in her future business encounters.Please close this ticket.