Eye Country Reviews (%countItem)
Eye Country Rating
Address: 1102 N Llano St Ste A, Fredericksburg, Texas, United States, 78624
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On 01/16/20, I visited Eye Country for an eye exam and to order eyeglasses. I ordered a pair of glasses with progressive lenses (on their strong recommendation) along with photochromatic tint and an anti-reflective coating. The price of the glasses came to $625, more than I've ever paid for glasses. A couple months prior, my wife ordered glasses with similar specifications from the same outlet. Her glasses scratched very easily and were covered under warranty, so she picked up her second pair during this January visit. Over the last couple months, we've called and texted Eye Country to discuss both of our glasses scratching with very careful handling and cleaning. We've been told repeatedly that someone else would have to handle the issue and that person will call us back. We've never received a call back.
See attachment for response along with details.
Complaint: ***
Eye Country has offered to remake the lenses for both pair of glasses in single vision for distance with or without coatings. We would accept remade lenses in single vision without the coatings if the coatings are responsible for the fine scratches that cause vision to be hazy. We would expect refunds for the coatings if the remakes are without. We would be happy if Eye Country would refund the additional charges for the progressive lenses as well. We were not enthused about the progressive lenses, but were convinced to try them by Eye Country. We are adults and made the decision to try the progressives, so we realize that if Eye Country made such a refund, it would be as a kind gesture.
Please see attached Word document.
Regards
1. We regret that you are not satisfied with your glasses. Just like any other medical device, there are not any guarantees.
2. We previously contacted both patients shortly after receiving your glasses, and both expressed satisfaction with glasses.
3. Mrs. had lenses remade using scratch warranty and dissatisfaction was not expressed at that time either.
4. Products received were not defective.
5. Patients declined a remake into single vision, we are too long past the creation of these glasses to keep this offer on the table. At this point, it is quite possible the eyes/prescription have changed.
6. Mr. has a scratch warranty remake available, we can remake using this warranty with the same lenses/ prescription as originally ordered.
7. We are not willing refund. We made these glasses with quality lenses and quality coatings based on doctor's recommendation to meet patients needs.
Complaint: ***
I am rejecting this response because:
The glasses Mr. received are too easily scratched to wear during normal daily activity. A remake of the same exact lenses hardly seems like a solution since the business insists they've delivered the best product available. Obviously, Eye Country has little interest in their customers being pleased with their service and products. We will chalk this up as a learning experience and do what we can to ensure fewer people have similar experiences with them in the future. We have simply been overcharged for the lowest quality glasses we've ever owned and ignored repeatedly when we've tried to speak with a representative of the business about the issues. We will leave reviews where we can to that end. We still have not received the prescriptions EC claimed had been mailed.
Regards