Eye World Ltd.

Review: I'm writing this complaint in regards to the service I received on while picking up my glasses on 10/**/15. I had a good experience there prior to picking up my glasses throughout the eye exam as well picking the perfect frames on 10/**/2015. The lady that helped me was great. I paid and was told my glasses would be ready for pick up in a week. I arrived to on 10/**/15 and advised the other lady at the counter I was there to pick them up. She goes to look for my glasses then goes back the opposite way and says "Oh your not where I thought you would be" "There COCO SONG I'm just saying" I just looked in disbelief that she would actually say that out loud to the point where I could clearly hear what she was said. She basically was insinuating that she didn't think that I could be afford them. The other woman that helped me previously saw that I was a little taken back by what she said and tried to cheer me up stating "she just really likes your glasses". So the lady that was looking for my glasses returns and gives me the glasses. I picked them up and noticed that the stem on the right side was loose. I showed her and she took them to the back. When she returned she advised me the glasses were defective and I could either wait for them to break or they would order new frames , and to use the ones they provided me for now, and that would contact me once they arrived to put my lenses in the new frames. It has now been 5 weeks and 3 days I have made 2 phone calls and I have yet to receive my glasses. At this point I'm frustrated with the lack of feedback from them and the fact that I paid 426.20 for defective glasses and no one has had the decency to even give me an update. This matter does effective my health/eyesight since the glasses keep sliding down while I'm driving which makes me continue to have to adjust them. Moving forward after this is resolved I will not be returning to this establishment and will not recommend anyone here. I will also inform my employer.Desired Settlement: I would be willing to either have 1 of the four options 1) them replace the frames like they originally stated they would. 2) Pick a different pair of frames and have them pay my the difference 3) Receive a discount since the glasses are defective 4) Be refunded for the glasses

Business

Response:

As president of the company, I was extremely upset by this transaction. However, I had been ill and in the hospital and was away from the office for several weeks. Today (12/*/15) I received this notice and have quickly rectified the situation. I contacted the frame manufacturer and was told that a replacement order had existed (according to our records, we were given an order #), but they accidentally cancelled it internally. Consequently, the replacement frame never arrived. Unfortunately, without me being there, staff was unaware of the problem. I have spoken with the manufacturer today and the replacement frame is being sent out express mail, and should be here by week's end the latest. We will also give the patient an additional pair of glasses from a select area at no cost as a courtesy. We have contacted the patient and received voicemail, leaving a message for her to contact me specifically. Again, we truly apologize for this discrepancy, and have not been a part of the Freeport community for over 31 years by displaying this type of behavior. I can assure you that this matter will be expedited.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,