Family Eye Health Optometry Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I want to say that I...

received a partial refund, but I am still unhappy because I did not receive a full refund as I wanted for my glasses. They only refunded me for the frames, but did not refund me fully for the lenses because they said that the lenses were prescription and the company wouldn't get their money back from the insurance.I believe I still deserve a full refund because I was given the choice of accepting the new prescription or keeping my old prescription. I gave my choice to keep the old prescription and it was changed anyways.They told me that I could come in again for a re-test, but I don't need one because I want my same prescription with lenses that actually match with what I choose that's on display. I'm still unhappy that they couldn't match up the frames that were on display with the one's that I was given.This is an issue with both the frames and lenses.
Regards,
[redacted]

I am writing in response to the patient complaint I received dated June 18, 2015. Thecomplaint disputes the amount of$146.60 for a refund for the patient's frames thatwere returned to our office. On 611112015, he came to the office to return his frames.At that time, his credit card was refunded $146.60 for the amount of his frames. Ittakes approximately 7-10 business days for the refund to be processed by the bank.After receiving this letter on 6/22/15, we contacted our merchant credit card terminalsupport to make sure the refund transaction was received. They stated that the refundtransaction was correctly processed for the amount of$146.60 and that it would take 7-10 business days for the bank to return the money to his account. We value ourpatients, and are confident that this transaction will be reflected on his account by the time of receipt of this letter.Sincerely,[redacted] O.D.

Review: I had an eye test here. The doctor recommended that my prescription be lowered by the outcome of the test. The doctor told me it would be my choice of whether I were to keep my old, higher prescription or switch to the lower prescription. I chose to stay with my higher one.

I was given my glasses a few days later, but I was nauseous and light-headed after wearing them. After a day of wearing them. I noticed that they weren't the right color that I chose from the display, so I came in to see if I could exchange them. While all of that was going on, I was told by the guy who readjusts glasses that the prescription had been lowered.

So it turns out, I wasn't given a choice of keeping my prescription. They lowered it without my consent and they denied me a refund for their mistake.

They were rude to me when I tried to exchange the glasses. I told them that there must have been a mix-up because the glasses I chose (on display) were all black. The glasses that I was given had a random yellow stripe in the middle of the rims. I asked the guy if he could match the glasses with the ones on display, but he refused.

My girlfriend called them twice requesting a refund. The first time, they told her that they don't do refunds. They said that I had to get a credit towards more glasses from them. The second time, she insisted they give me a refund to my credit card. After much deliberation and their consultation with the eye doctor, they reluctantly agreed to a partial refund. They told my girlfriend that they would give me a 50% refund on the lenses. They told her that they would only refund 50% for the lenses because they are prescription, but it doesn't make sense because I shouldn't have to lose money due to their mistakes. They messed up my prescription and only said they would refund me $146.60 out of $245.60.

I feel that this problem needs to be addressed not only for my sake but also for future clients' sake.Desired Settlement: A full refund. They promised me a partial refund, and they processed it by sliding my card and giving me a receipt, but I haven't received it as of this day. In other words, it hasn't appeared on my bank statement at all yet.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I want to say that I received a partial refund, but I am still unhappy because I did not receive a full refund as I wanted for my glasses. They only refunded me for the frames, but did not refund me fully for the lenses because they said that the lenses were prescription and the company wouldn't get their money back from the insurance.I believe I still deserve a full refund because I was given the choice of accepting the new prescription or keeping my old prescription. I gave my choice to keep the old prescription and it was changed anyways.They told me that I could come in again for a re-test, but I don't need one because I want my same prescription with lenses that actually match with what I choose that's on display. I'm still unhappy that they couldn't match up the frames that were on display with the one's that I was given.This is an issue with both the frames and lenses.

Regards,

Business

Response:

I am writing in response to the patient complaint I received dated June 18, 2015. Thecomplaint disputes the amount of$146.60 for a refund for the patient's frames thatwere returned to our office. On 611112015, he came to the office to return his frames.At that time, his credit card was refunded $146.60 for the amount of his frames. Ittakes approximately 7-10 business days for the refund to be processed by the bank.After receiving this letter on 6/22/15, we contacted our merchant credit card terminalsupport to make sure the refund transaction was received. They stated that the refundtransaction was correctly processed for the amount of$146.60 and that it would take 7-10 business days for the bank to return the money to his account. We value ourpatients, and are confident that this transaction will be reflected on his account by the time of receipt of this letter.Sincerely,[redacted] O.D.