Initial Business Response / [redacted] (1000, 10, 2017/09/29) */ ***Document Attached [redacted] On 8/29/the patient came into our office looking to receive an eye exam and purchase glassesThe patient received the eye exam from our licensed optometrist that day, we completed the glasses that day as wellWhen picking up the glasses the patient felt the prescription was incorrect and we offered to do a recheck and have the patient see our licensed optometrist againThe patient accepted and received another eye exam on 08/30/ We then remade the glasses after the second eye exam due to the doctor getting a prescription he felt was more fit for the patientThe patient picked up glasses and left our storeApproximately minutes later the patient enters our office after leaving with the glasses and says the lenses are not made correctlyOur opticians checked the glasses and both pairs were made to the exact prescription the doctor issued the patient We let the patient know if the lenses looked incorrect in regards to how they fit the frame, or if he was unsatisfied with the frame that we would gladly let him choose another frame for free and we would remake the lenses for freeThe patient did not accept our offerEyeCare Express will gladly do rechecks, remakes and any other services to make sure the patient gets the correct glasses On 08/30/Mr [redacted] left with his glasses, of which are still in his possession Attached you will see our refund policy that is posted in our store front, Mr***'s itemized receipt, and the signed credit card slip Because Mr [redacted] still has the glasses in his possession and has a custom made product of which he agreed to pay the total amount for we cannot issue a refund at this time Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are a few reasons I do not accept their responseFirst of all, the refund policy they attached to this complaint is Not the same as the one I received from them a month ago when I requested a refundThe refund policy I received has no mention of a day exchange! Also the policy was Not posted anywhere in the store during the days I was in their store and there was nothing on the store front either!! I also find it strange that they waited exactly days to respond to this complaint and there so called exchange policy is days! Second, they did not complete my glasses the same day as my exam either time! In fact, both times I was waiting for my glasses to be completed there were several delays and I had to call them several times to check to see when they would be done and I have the phone records to prove it! Also, when I did come to pick up my glasses for the second time, I didn't realize the prescription was wrong because they handed me the glasses at the lens station and I didn't have the card with text in front of me to test the bi focal! Only when I got in my car and couldn't make out the numbers on my speedometer did I realize that the bi focal was completely ineffective and the distance in the right lens was totally blurry! And I didn't realize how poorly the lenses fit the frame until one of the lenses fell out while I was leaving the parking lot!! When I went back to the store to request a refund I made it very clear to them that the prescription was still incorrect and I also made it very clear to them that I was totally unsatisfied with the way the lenses were cut! In their response they are trying to make it sound like I didn't even ask for a refund and if that was the case then why would they have given me the hand typed letter describing their no refund policy! Also in their response they are trying to make it sound like I took possession of the glasses because I didn't want to exchange them for a different frame but I only took the glasses because they refused to give me a refund and I told them I was only taking them as proof of their sloppy and unacceptable work!! I guarantee if I were to leave them there they would have conveniently disappeared and then I would have no proof! This company is very deceptive and their staff members are very unprofessional and incompetent! They rush through the exam and require you to pay up front for your glasses and you have no idea if the prescription or the glasses are going to be right or not and once they have your money they could care less if they get your prescription or your lenses right! They have no quality control and they use the no refund policy as a way to keep your money regardless of how many times they fail to make good on your purchase! I have attached the no refund policy they gave me when I requested a refund and I have also attached pictures of the glasses! I have also attached copies of the two incorrect prescriptions as well as a copy of my current prescription which is valid until July for comparisonI urge anyone who is considering doing business with this company to please go somewhere else! This company is the worst eye care place I have ever dealt with and I have been wearing glasses for over years! I have never had a problem with any other eye care company getting my glasses right the first time and I have never felt the need to request a refund before coming to this place! Final Business Response / [redacted] (4000, 16, 2017/10/10) */ The patient was given a personal copy of the refund policy of which included the doctor he personally sawThis information is not consistent among every patient as they may see a different doctor with each visitOur refund policy is posted at our front counter and has been posted since opening day When the patient mentioned receiving a refund we also verbally informed him of our standard policy to make it clear what his options would beWe gave him the the option of: 1.Seeing another optometrist free of charge for a second opinionWe want to ensure the patient's eye health was thoroughly checked 2.Changing the frames if the patient was not happy with the fit of glassesThis would also be free of charge Remaking the lenses to the patient's satisfactionAgain, free of charge All three options fall under our day policyAt a courtesy to this patient we will happily still honor these options beyond the daysThe patient may use these options until 12/01/ EyeCare Express cannot issue a refund to this patient because he has a personalized product that is in his possessionAlong with this the patient has been given many options of which have been extended for his use
Initial Business Response /* (1000, 10, 2017/09/29) */
[redacted]Document Attached[redacted]
On 8/29/17 the patient came into our office looking to receive an eye exam and purchase glasses. The patient received the eye exam from our licensed optometrist that day, we completed the glasses that day as well. When...
picking up the glasses the patient felt the prescription was incorrect and we offered to do a recheck and have the patient see our licensed optometrist again. The patient accepted and received another eye exam on 08/30/17.
We then remade the glasses after the second eye exam due to the doctor getting a prescription he felt was more fit for the patient. The patient picked up glasses and left our store. Approximately 15 minutes later the patient enters our office after leaving with the glasses and says the lenses are not made correctly. Our opticians checked the glasses and both pairs were made to the exact prescription the doctor issued the patient.
We let the patient know if the lenses looked incorrect in regards to how they fit the frame, or if he was unsatisfied with the frame that we would gladly let him choose another frame for free and we would remake the lenses for free. The patient did not accept our offer. EyeCare Express will gladly do rechecks, remakes and any other services to make sure the patient gets the correct glasses.
On 08/30/17 Mr. [redacted] left with his glasses, of which are still in his possession.
Attached you will see our refund policy that is posted in our store front, Mr. [redacted]'s itemized receipt, and the signed credit card slip.
Because Mr. [redacted] still has the glasses in his possession and has a custom made product of which he agreed to pay the total amount for we cannot issue a refund at this time.
Initial Consumer Rebuttal /* (3000, 12, 2017/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are a few reasons I do not accept their response. First of all, the refund policy they attached to this complaint is Not the same as the one I received from them a month ago when I requested a refund. The refund policy I received has no mention of a 30 day exchange! Also the policy was Not posted anywhere in the store during the 3 days I was in their store and there was nothing on the store front either!! I also find it strange that they waited exactly 31 days to respond to this complaint and there so called exchange policy is 30 days! Second, they did not complete my glasses the same day as my exam either time! In fact, both times I was waiting for my glasses to be completed there were several delays and I had to call them several times to check to see when they would be done and I have the phone records to prove it! Also, when I did come to pick up my glasses for the second time, I didn't realize the prescription was wrong because they handed me the glasses at the lens station and I didn't have the card with text in front of me to test the bi focal! Only when I got in my car and couldn't make out the numbers on my speedometer did I realize that the bi focal was completely ineffective and the distance in the right lens was totally blurry! And I didn't realize how poorly the lenses fit the frame until one of the lenses fell out while I was leaving the parking lot!! When I went back to the store to request a refund I made it very clear to them that the prescription was still incorrect and I also made it very clear to them that I was totally unsatisfied with the way the lenses were cut! In their response they are trying to make it sound like I didn't even ask for a refund and if that was the case then why would they have given me the hand typed letter describing their no refund policy! Also in their response they are trying to make it sound like I took possession of the glasses because I didn't want to exchange them for a different frame but I only took the glasses because they refused to give me a refund and I told them I was only taking them as proof of their sloppy and unacceptable work!! I guarantee if I were to leave them there they would have conveniently disappeared and then I would have no proof! This company is very deceptive and their staff members are very unprofessional and incompetent! They rush through the exam and require you to pay up front for your glasses and you have no idea if the prescription or the glasses are going to be right or not and once they have your money they could care less if they get your prescription or your lenses right! They have no quality control and they use the no refund policy as a way to keep your money regardless of how many times they fail to make good on your purchase! I have attached the no refund policy they gave me when I requested a refund and I have also attached pictures of the glasses! I have also attached copies of the two incorrect prescriptions as well as a copy of my current prescription which is valid until July 2018 for comparison. I urge anyone who is considering doing business with this company to please go somewhere else! This company is the worst eye care place I have ever dealt with and I have been wearing glasses for over 40 years! I have never had a problem with any other eye care company getting my glasses right the first time and I have never felt the need to request a refund before coming to this place!
Final Business Response /* (4000, 16, 2017/10/10) */
The patient was given a personal copy of the refund policy of which included the doctor he personally saw. This information is not consistent among every patient as they may see a different doctor with each visit. Our refund policy is posted at our front counter and has been posted since opening day.
When the patient mentioned receiving a refund we also verbally informed him of our standard policy to make it clear what his options would be. We gave him the the option of:
1.Seeing another optometrist free of charge for a second opinion. We want to ensure the patient's eye health was thoroughly checked.
2.Changing the frames if the patient was not happy with the fit of glasses. This would also be free of charge.
3. Remaking the lenses to the patient's satisfaction. Again, free of charge.
All three options fall under our 30 day policy. At a courtesy to this patient we will happily still honor these options beyond the 30 days. The patient may use these options until 12/01/2017.
EyeCare Express cannot issue a refund to this patient because he has a personalized product that is in his possession. Along with this the patient has been given many options of which have been extended for his use.
Initial Business Response / [redacted] (1000, 10, 2017/09/29) */ ***Document Attached [redacted] On 8/29/the patient came into our office looking to receive an eye exam and purchase glassesThe patient received the eye exam from our licensed optometrist that day, we completed the glasses that day as wellWhen picking up the glasses the patient felt the prescription was incorrect and we offered to do a recheck and have the patient see our licensed optometrist againThe patient accepted and received another eye exam on 08/30/ We then remade the glasses after the second eye exam due to the doctor getting a prescription he felt was more fit for the patientThe patient picked up glasses and left our storeApproximately minutes later the patient enters our office after leaving with the glasses and says the lenses are not made correctlyOur opticians checked the glasses and both pairs were made to the exact prescription the doctor issued the patient We let the patient know if the lenses looked incorrect in regards to how they fit the frame, or if he was unsatisfied with the frame that we would gladly let him choose another frame for free and we would remake the lenses for freeThe patient did not accept our offerEyeCare Express will gladly do rechecks, remakes and any other services to make sure the patient gets the correct glasses On 08/30/Mr [redacted] left with his glasses, of which are still in his possession Attached you will see our refund policy that is posted in our store front, Mr***'s itemized receipt, and the signed credit card slip Because Mr [redacted] still has the glasses in his possession and has a custom made product of which he agreed to pay the total amount for we cannot issue a refund at this time Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are a few reasons I do not accept their responseFirst of all, the refund policy they attached to this complaint is Not the same as the one I received from them a month ago when I requested a refundThe refund policy I received has no mention of a day exchange! Also the policy was Not posted anywhere in the store during the days I was in their store and there was nothing on the store front either!! I also find it strange that they waited exactly days to respond to this complaint and there so called exchange policy is days! Second, they did not complete my glasses the same day as my exam either time! In fact, both times I was waiting for my glasses to be completed there were several delays and I had to call them several times to check to see when they would be done and I have the phone records to prove it! Also, when I did come to pick up my glasses for the second time, I didn't realize the prescription was wrong because they handed me the glasses at the lens station and I didn't have the card with text in front of me to test the bi focal! Only when I got in my car and couldn't make out the numbers on my speedometer did I realize that the bi focal was completely ineffective and the distance in the right lens was totally blurry! And I didn't realize how poorly the lenses fit the frame until one of the lenses fell out while I was leaving the parking lot!! When I went back to the store to request a refund I made it very clear to them that the prescription was still incorrect and I also made it very clear to them that I was totally unsatisfied with the way the lenses were cut! In their response they are trying to make it sound like I didn't even ask for a refund and if that was the case then why would they have given me the hand typed letter describing their no refund policy! Also in their response they are trying to make it sound like I took possession of the glasses because I didn't want to exchange them for a different frame but I only took the glasses because they refused to give me a refund and I told them I was only taking them as proof of their sloppy and unacceptable work!! I guarantee if I were to leave them there they would have conveniently disappeared and then I would have no proof! This company is very deceptive and their staff members are very unprofessional and incompetent! They rush through the exam and require you to pay up front for your glasses and you have no idea if the prescription or the glasses are going to be right or not and once they have your money they could care less if they get your prescription or your lenses right! They have no quality control and they use the no refund policy as a way to keep your money regardless of how many times they fail to make good on your purchase! I have attached the no refund policy they gave me when I requested a refund and I have also attached pictures of the glasses! I have also attached copies of the two incorrect prescriptions as well as a copy of my current prescription which is valid until July for comparisonI urge anyone who is considering doing business with this company to please go somewhere else! This company is the worst eye care place I have ever dealt with and I have been wearing glasses for over years! I have never had a problem with any other eye care company getting my glasses right the first time and I have never felt the need to request a refund before coming to this place! Final Business Response / [redacted] (4000, 16, 2017/10/10) */ The patient was given a personal copy of the refund policy of which included the doctor he personally sawThis information is not consistent among every patient as they may see a different doctor with each visitOur refund policy is posted at our front counter and has been posted since opening day When the patient mentioned receiving a refund we also verbally informed him of our standard policy to make it clear what his options would beWe gave him the the option of: 1.Seeing another optometrist free of charge for a second opinionWe want to ensure the patient's eye health was thoroughly checked 2.Changing the frames if the patient was not happy with the fit of glassesThis would also be free of charge Remaking the lenses to the patient's satisfactionAgain, free of charge All three options fall under our day policyAt a courtesy to this patient we will happily still honor these options beyond the daysThe patient may use these options until 12/01/ EyeCare Express cannot issue a refund to this patient because he has a personalized product that is in his possessionAlong with this the patient has been given many options of which have been extended for his use
Initial Business Response /* (1000, 10, 2017/09/29) */
[redacted]Document Attached[redacted]
On 8/29/17 the patient came into our office looking to receive an eye exam and purchase glasses. The patient received the eye exam from our licensed optometrist that day, we completed the glasses that day as well. When...
picking up the glasses the patient felt the prescription was incorrect and we offered to do a recheck and have the patient see our licensed optometrist again. The patient accepted and received another eye exam on 08/30/17.
We then remade the glasses after the second eye exam due to the doctor getting a prescription he felt was more fit for the patient. The patient picked up glasses and left our store. Approximately 15 minutes later the patient enters our office after leaving with the glasses and says the lenses are not made correctly. Our opticians checked the glasses and both pairs were made to the exact prescription the doctor issued the patient.
We let the patient know if the lenses looked incorrect in regards to how they fit the frame, or if he was unsatisfied with the frame that we would gladly let him choose another frame for free and we would remake the lenses for free. The patient did not accept our offer. EyeCare Express will gladly do rechecks, remakes and any other services to make sure the patient gets the correct glasses.
On 08/30/17 Mr. [redacted] left with his glasses, of which are still in his possession.
Attached you will see our refund policy that is posted in our store front, Mr. [redacted]'s itemized receipt, and the signed credit card slip.
Because Mr. [redacted] still has the glasses in his possession and has a custom made product of which he agreed to pay the total amount for we cannot issue a refund at this time.
Initial Consumer Rebuttal /* (3000, 12, 2017/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are a few reasons I do not accept their response. First of all, the refund policy they attached to this complaint is Not the same as the one I received from them a month ago when I requested a refund. The refund policy I received has no mention of a 30 day exchange! Also the policy was Not posted anywhere in the store during the 3 days I was in their store and there was nothing on the store front either!! I also find it strange that they waited exactly 31 days to respond to this complaint and there so called exchange policy is 30 days! Second, they did not complete my glasses the same day as my exam either time! In fact, both times I was waiting for my glasses to be completed there were several delays and I had to call them several times to check to see when they would be done and I have the phone records to prove it! Also, when I did come to pick up my glasses for the second time, I didn't realize the prescription was wrong because they handed me the glasses at the lens station and I didn't have the card with text in front of me to test the bi focal! Only when I got in my car and couldn't make out the numbers on my speedometer did I realize that the bi focal was completely ineffective and the distance in the right lens was totally blurry! And I didn't realize how poorly the lenses fit the frame until one of the lenses fell out while I was leaving the parking lot!! When I went back to the store to request a refund I made it very clear to them that the prescription was still incorrect and I also made it very clear to them that I was totally unsatisfied with the way the lenses were cut! In their response they are trying to make it sound like I didn't even ask for a refund and if that was the case then why would they have given me the hand typed letter describing their no refund policy! Also in their response they are trying to make it sound like I took possession of the glasses because I didn't want to exchange them for a different frame but I only took the glasses because they refused to give me a refund and I told them I was only taking them as proof of their sloppy and unacceptable work!! I guarantee if I were to leave them there they would have conveniently disappeared and then I would have no proof! This company is very deceptive and their staff members are very unprofessional and incompetent! They rush through the exam and require you to pay up front for your glasses and you have no idea if the prescription or the glasses are going to be right or not and once they have your money they could care less if they get your prescription or your lenses right! They have no quality control and they use the no refund policy as a way to keep your money regardless of how many times they fail to make good on your purchase! I have attached the no refund policy they gave me when I requested a refund and I have also attached pictures of the glasses! I have also attached copies of the two incorrect prescriptions as well as a copy of my current prescription which is valid until July 2018 for comparison. I urge anyone who is considering doing business with this company to please go somewhere else! This company is the worst eye care place I have ever dealt with and I have been wearing glasses for over 40 years! I have never had a problem with any other eye care company getting my glasses right the first time and I have never felt the need to request a refund before coming to this place!
Final Business Response /* (4000, 16, 2017/10/10) */
The patient was given a personal copy of the refund policy of which included the doctor he personally saw. This information is not consistent among every patient as they may see a different doctor with each visit. Our refund policy is posted at our front counter and has been posted since opening day.
When the patient mentioned receiving a refund we also verbally informed him of our standard policy to make it clear what his options would be. We gave him the the option of:
1.Seeing another optometrist free of charge for a second opinion. We want to ensure the patient's eye health was thoroughly checked.
2.Changing the frames if the patient was not happy with the fit of glasses. This would also be free of charge.
3. Remaking the lenses to the patient's satisfaction. Again, free of charge.
All three options fall under our 30 day policy. At a courtesy to this patient we will happily still honor these options beyond the 30 days. The patient may use these options until 12/01/2017.
EyeCare Express cannot issue a refund to this patient because he has a personalized product that is in his possession. Along with this the patient has been given many options of which have been extended for his use.