Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]The message from Lanter Eye Care does not reflect reality At the time of eyeglass purchase, no assistance was given on pricing There was absolutely no discussion on the anti-glare coating on the lenses as well as resistance to smudges, scratches, dust etc It was just added automatically as a charge This should have never been added automatically I never received a copy of my bill when I paid by credit card Otherwise, I would have brought this up at the time of payment Also, no message was ever left on my son's voice mail In fact, we never heard of any of the problems (failing quality control, shipping to the wrong address, etc) until weeks delay, when the glasses were promised within 7-days We needed to make several calls to find out about the problems The early calls went without any response, despite the business telling my son they would return his call after they checked on the order This company was a nightmare from the start to deal with If they had just been honest from the start and kept me updated, I would have understood Regards, [redacted]
I am writing this response to ID number *** When the patient came into the office her son was with her, as she is years old and could not come alone After her exam she was brought over to the optical area at which point she stated she didn't care what type of frame she got Once we determined the frame she was going to purchase we started talking about lenses The glasses that she wore into her appointment had a lined bi-focal and they had anti-glare on them I went over the information and made sure that was what she still wanted The patient stated yes she wanted exactly what she had previously I ran her credit card for the full amount and gave her a copy of her credit card receipt, and told her that the glasses would be ready in to business days On 4/her son called and was put through to my direct line to check on the status of the glasses I told him at that time that they were not in yet and I would call him as soon as they came in.On 5/I got a message from the son saying that if his mother did not have her glasses tomorrow they would be cancelling the order I tried calling the son back and got his voicemail so I left him a message I spoke with the daughter and let her know that the lenses had failed inspection and they had to restart the job, but that the lab was rushing it through so that we could get it to them in a timely manner I spoke with the daughter and let her know that the lenses had failed inspection and they had to restart the job, but that the lab was rushing it through so that we could get it to them in a timely manner I apologized and told her I would call as soon as the glasses came in She stated that I would have better luck reaching her than the patients son and to please call her when they came in I took her number down, and put an alert on the patients chart that when the glasses came in to call her.I then called the lab on 5/and 5/to check on the status of the job The glasses were delivered to our office on 5/and I called the daughter to let her know that I had the glasses The patients son then brought her in days later on 5/to pick up the glasses I fit the glasses for the patient and she was very pleasant and stated that they felt fine, and she needed no adjustments At that time I proceeded to print a copy of the detailed receipt, attach the rebate form to it and gave it to her sonHe then questioned each charge on the receipt I went over every detail of what were done to the lenses as well as explained again why each item was needed The patient and her son told me to have a good day, and left our office.Although we typically do tell patients their glasses will be ready in 7-business days, there are unfortunate circumstances out of our control, such as a lens cracking, or the coating not adhering correctly We strive to provide excellent customer service, and although this order was delayed we still had it remade and processed through in business days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
All they did with their response is reiterate their case which was not true They had two basic problems which they never tried to address:1) There were additions to my order that I never asked for They could have given me the courtesy to discuss options, but instead they added everything to the order without any regard to me, my preferences, or my financial situation.2) They told me the glasses would be ready in 7-days While they are correct that somethings may be beyond their control, they could have called me to let me know of the problems My son and daughter-in-law had to constantly badger them to get any response In fact my son left messages without any response from the company They claimed they left a message on his phone, but they never did They just don't care about their customers Money is first
Regards,
*** ***
I am writing in regards to ID ***This patient came into our office on 4/23/for a dilated exam and to ensure there had been no prescription changes in her current glassesThis was the first time we had seen her since 10/01/She was accompanied by her son to her appointmentWhen she
was finished with her exam she was brought over to our optical shop to purchase an updated pair of glassesThe patient stated that she did not care what the frames looked like, however she was most interested in the gold framesShe was shown one of our sale frames which have been discontinued, so therefore carry no warrantyWhen that was explained to her she wanted to go with a different frameShe chose a Coach frame from the frames she was shownWe then determined that she used a lined bi-focal, and put her in a polycarbonate lens as the doctor recommendedThis patient has significant trauma in her left eye causing her to be light perception onlyThe polycarbonate lens will protect her only remaining good eyeShe also has quite a bit of astigmatism and we discussed putting the anti-glare coating on her lensesWhen it was explained to her that it would help eliminate glare as well as resist smudges, scratches, dust, and dirt she expressed her desire to include that coatingWe took all the appropriate measurements and the patient then paid in full for her order, and was given a copy of the credit card receiptThe patient was then told that it would take 7-business days and we would call as soon as they were inThe patients order was then submitted to our labOn 4/29/we were notified that the patient's lenses had failed inspection and the job would have to be restartedI then received a message on 5/8/from our corporate office that the patients son had called upset that his moms glasses were not in and that if no one called him back he was cancelling the orderI called back and left the son a message that the lenses had failed inspection and were in the process of being remadeI reassured him that was keeping an eye on the order and that as soon as they came in I would call himI then left my direct line for him if he had any questions/concernsI then called our lab to check on the status of the order on 5/11/and was told they were accidentally shipped to the wrong account in MichiganOur lab contacted that company and they said they were going to overnight the glasses back to themI asked our lab to please phone me as soon as they had them in handI then received a call from the patient's daughter questioning where her mom's glasses wereI explained the situation to her and the daughter kept stating how sad it was her mom could not seeI understood her concerns and told her that I would call as soon as I had the glassesTh'e daughter stated that I would have more success getting a hold of her and left her number for me to call when the glasses were inI then explained to the daughter that it would be wise to have a back up pair if her mom was having that many difficultiesOn 5/13/our lab notified me that the patient's glasses had been shipped back to themI left immediately and went to the lab to pick them upI returned to our office, made sure the glasses were correct and called the patients daughter to let her know they were inOn 5/15/the patient's son brought her in to pick up the glassesThe patient was very grateful and said she needed no adjustmentsI encouraged the patient to let me tighten the glasses somewhat as they were extremely loose on herAt this time she allowed me to adjust her glasses and make sure they fit correctlyThe son asked me if he could have a copy of her receipt and prescription as wellI printed the receipt and gave him the form for her mail in rebate as wellHe then stated that she did not ask for all the extra's on her glassesI explained in detail again everything that was put on her glasses and they both verbalized understanding
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The message from Lanter Eye Care does not reflect reality. At the time of eyeglass purchase, no assistance was given on pricing. There was absolutely no discussion on the anti-glare coating on the lenses as well as resistance to smudges, scratches, dust etc. It was just added automatically as a charge. This should have never been added automatically. I never received a copy of my bill when I paid by credit card. Otherwise, I would have brought this up at the time of payment. Also, no message was ever left on my son's voice mail. In fact, we never heard of any of the problems (failing quality control, shipping to the wrong address, etc) until 3 weeks delay, when the glasses were promised within 7-10 days. We needed to make several calls to find out about the problems. The early calls went without any response, despite the business telling my son they would return his call after they checked on the order. This company was a nightmare from the start to deal with. If they had just been honest from the start and kept me updated, I would have understood.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]The message from Lanter Eye Care does not reflect reality At the time of eyeglass purchase, no assistance was given on pricing There was absolutely no discussion on the anti-glare coating on the lenses as well as resistance to smudges, scratches, dust etc It was just added automatically as a charge This should have never been added automatically I never received a copy of my bill when I paid by credit card Otherwise, I would have brought this up at the time of payment Also, no message was ever left on my son's voice mail In fact, we never heard of any of the problems (failing quality control, shipping to the wrong address, etc) until weeks delay, when the glasses were promised within 7-days We needed to make several calls to find out about the problems The early calls went without any response, despite the business telling my son they would return his call after they checked on the order This company was a nightmare from the start to deal with If they had just been honest from the start and kept me updated, I would have understood Regards, [redacted]
I am writing this response to ID number *** When the patient came into the office her son was with her, as she is years old and could not come alone After her exam she was brought over to the optical area at which point she stated she didn't care what type of frame she got Once we determined the frame she was going to purchase we started talking about lenses The glasses that she wore into her appointment had a lined bi-focal and they had anti-glare on them I went over the information and made sure that was what she still wanted The patient stated yes she wanted exactly what she had previously I ran her credit card for the full amount and gave her a copy of her credit card receipt, and told her that the glasses would be ready in to business days On 4/her son called and was put through to my direct line to check on the status of the glasses I told him at that time that they were not in yet and I would call him as soon as they came in.On 5/I got a message from the son saying that if his mother did not have her glasses tomorrow they would be cancelling the order I tried calling the son back and got his voicemail so I left him a message I spoke with the daughter and let her know that the lenses had failed inspection and they had to restart the job, but that the lab was rushing it through so that we could get it to them in a timely manner I spoke with the daughter and let her know that the lenses had failed inspection and they had to restart the job, but that the lab was rushing it through so that we could get it to them in a timely manner I apologized and told her I would call as soon as the glasses came in She stated that I would have better luck reaching her than the patients son and to please call her when they came in I took her number down, and put an alert on the patients chart that when the glasses came in to call her.I then called the lab on 5/and 5/to check on the status of the job The glasses were delivered to our office on 5/and I called the daughter to let her know that I had the glasses The patients son then brought her in days later on 5/to pick up the glasses I fit the glasses for the patient and she was very pleasant and stated that they felt fine, and she needed no adjustments At that time I proceeded to print a copy of the detailed receipt, attach the rebate form to it and gave it to her sonHe then questioned each charge on the receipt I went over every detail of what were done to the lenses as well as explained again why each item was needed The patient and her son told me to have a good day, and left our office.Although we typically do tell patients their glasses will be ready in 7-business days, there are unfortunate circumstances out of our control, such as a lens cracking, or the coating not adhering correctly We strive to provide excellent customer service, and although this order was delayed we still had it remade and processed through in business days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
All they did with their response is reiterate their case which was not true They had two basic problems which they never tried to address:1) There were additions to my order that I never asked for They could have given me the courtesy to discuss options, but instead they added everything to the order without any regard to me, my preferences, or my financial situation.2) They told me the glasses would be ready in 7-days While they are correct that somethings may be beyond their control, they could have called me to let me know of the problems My son and daughter-in-law had to constantly badger them to get any response In fact my son left messages without any response from the company They claimed they left a message on his phone, but they never did They just don't care about their customers Money is first
Regards,
*** ***
I am writing in regards to ID ***This patient came into our office on 4/23/for a dilated exam and to ensure there had been no prescription changes in her current glassesThis was the first time we had seen her since 10/01/She was accompanied by her son to her appointmentWhen she
was finished with her exam she was brought over to our optical shop to purchase an updated pair of glassesThe patient stated that she did not care what the frames looked like, however she was most interested in the gold framesShe was shown one of our sale frames which have been discontinued, so therefore carry no warrantyWhen that was explained to her she wanted to go with a different frameShe chose a Coach frame from the frames she was shownWe then determined that she used a lined bi-focal, and put her in a polycarbonate lens as the doctor recommendedThis patient has significant trauma in her left eye causing her to be light perception onlyThe polycarbonate lens will protect her only remaining good eyeShe also has quite a bit of astigmatism and we discussed putting the anti-glare coating on her lensesWhen it was explained to her that it would help eliminate glare as well as resist smudges, scratches, dust, and dirt she expressed her desire to include that coatingWe took all the appropriate measurements and the patient then paid in full for her order, and was given a copy of the credit card receiptThe patient was then told that it would take 7-business days and we would call as soon as they were inThe patients order was then submitted to our labOn 4/29/we were notified that the patient's lenses had failed inspection and the job would have to be restartedI then received a message on 5/8/from our corporate office that the patients son had called upset that his moms glasses were not in and that if no one called him back he was cancelling the orderI called back and left the son a message that the lenses had failed inspection and were in the process of being remadeI reassured him that was keeping an eye on the order and that as soon as they came in I would call himI then left my direct line for him if he had any questions/concernsI then called our lab to check on the status of the order on 5/11/and was told they were accidentally shipped to the wrong account in MichiganOur lab contacted that company and they said they were going to overnight the glasses back to themI asked our lab to please phone me as soon as they had them in handI then received a call from the patient's daughter questioning where her mom's glasses wereI explained the situation to her and the daughter kept stating how sad it was her mom could not seeI understood her concerns and told her that I would call as soon as I had the glassesTh'e daughter stated that I would have more success getting a hold of her and left her number for me to call when the glasses were inI then explained to the daughter that it would be wise to have a back up pair if her mom was having that many difficultiesOn 5/13/our lab notified me that the patient's glasses had been shipped back to themI left immediately and went to the lab to pick them upI returned to our office, made sure the glasses were correct and called the patients daughter to let her know they were inOn 5/15/the patient's son brought her in to pick up the glassesThe patient was very grateful and said she needed no adjustmentsI encouraged the patient to let me tighten the glasses somewhat as they were extremely loose on herAt this time she allowed me to adjust her glasses and make sure they fit correctlyThe son asked me if he could have a copy of her receipt and prescription as wellI printed the receipt and gave him the form for her mail in rebate as wellHe then stated that she did not ask for all the extra's on her glassesI explained in detail again everything that was put on her glasses and they both verbalized understanding
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The message from Lanter Eye Care does not reflect reality. At the time of eyeglass purchase, no assistance was given on pricing. There was absolutely no discussion on the anti-glare coating on the lenses as well as resistance to smudges, scratches, dust etc. It was just added automatically as a charge. This should have never been added automatically. I never received a copy of my bill when I paid by credit card. Otherwise, I would have brought this up at the time of payment. Also, no message was ever left on my son's voice mail. In fact, we never heard of any of the problems (failing quality control, shipping to the wrong address, etc) until 3 weeks delay, when the glasses were promised within 7-10 days. We needed to make several calls to find out about the problems. The early calls went without any response, despite the business telling my son they would return his call after they checked on the order. This company was a nightmare from the start to deal with. If they had just been honest from the start and kept me updated, I would have understood.
Regards,
[redacted]