Gallatin Valley Vision, LLC

I ordered a pair of glasses on 11/11/for $610.20.-This is correct, customer came in and picked out *** frames and ordered custom lenses to be put in them, then complained that the price was too high, so our employee offered him a 10% discount and the customer agreed to this priceA
week later the business called me and told me that the Lab had broken my framesThat they have to order new frames and it will take weeks, as the frames are on back-orderI asked for a refund as I liked the frames very muchThe business said they can't refundSo, I went ahead with the order-On 11/20/@ 5:pm we called the customer and left him a voicemail to inform him that the lab had broken his frames and offered him options because these frames were on back orderHe could pick out new frames or wait for these to come off back order which was estimated to take an additional business days (weeks)When the patient called back on 11/21/@ 01:07pm he was confused by the message and wanted to cancel the orderWhen we explained to him that we COULD get the same frame it was just going to take longer he was fine and wished to proceedThe business didn't update me on the statusIt was getting really hard for me to work, looking at my computer screen, in the older glassesSo, I went and ordered new glasses from another storeI filed a complaint with Revdex.com complaint #-We have time stamped documented proof of every time we updated the customer on the status of his glassesHe never once conveyed any concern to us, often times replying with answers such as “Ok, cool!”Had the customer told us he was unable to use his current glasses, we would have been able to find a temporary solutionOn 12/12/the credit card processing company notified us of a charge dispute and debited our account the original charge of $We replied to the credit card company’s request to provide documentation of the transactionThe customer filed his original complaint with the Revdex.com on 12/18/2017, after he had received the discount and took his glasses with himI got a call from the business that my glasses are ready on 12/17/I went to collect the glasses on 12/18/I asked for a discount since I had to wait for a long timeAfter much discussion, the business agreed for a discounted price of $374.59, which I was OK withI paid the amount and resolved my complaint with Revdex.com complaint #On 12/15/the customer’s glasses came in and were inspected by our house optician and the Doctor/OwnerWe called the customer on 12/15/at 3:32pm and left him a voicemail to let him know that his glasses were here and ready for pick up, but due to his credit card dispute and the debit from our account of $610.20, we would have to run his card againHe came in on 12/17/and asked the employee for a discountShe was unauthorized to do so and told the customer he would have to come in during the week when the Doctor/Owner was here and speak to her about itOn 12/18/the customer sent his girlfriend in to negotiate the price of his glassesThis was the first time the customer ever complained via his girlfriend about how long it took to get his glasses despite us notifying him of the delayAfter gaining verbal permission from the customer on the phone to discuss his transaction with his girlfriend, we tried to appease the customer by only charging him our cost of the *** frame and custom lensesWhen we told the customer we would only charge him $and then he could pick up his glasses, he was here in less than minutes to pay for his glasses and have them fittedWe sat down with him at our fitting table, he put the glasses on, he looked at himself in the mirror, said he was satisfied and leftOn 12/19/we were notified that the customer had resolved his complaint with Revdex.comAfter a day of use, I noticed that my frames are brokenIt looked like the frames were being patchedSo, on 12/19/I returned the glasses and asked for a refundThe business said they have a NO REFUND policy and that I get a in-store credit valid for one year.-We cannot be held liable for any damages sustained to the glasses once the customer leaves the store with their glassesFor the customer to claim that it looked like the frames were patched when he left our store with them is a flat out lieWhen he brought them in to us on 12/20/18, the frames were broken and it did indeed look like HE had tried to super glue them back togetherIt clearly states on our credit card receipts and sales invoices that all sales are finalWe are unable to offer refunds on custom order jobsWe gave the customer optionsWe could order a new frame to replace the broken frame and have the lab put lenses in it at no additional cost, or he could pick out ANY frame in our store and we would have the lab put lenses in it at no additional costOur final solution was to give him in store credit to be used towards any purchase at any time within a yearThe customer refused all of these options and was being quite unreasonable, even his girlfriend didn’t understand why he wouldn’t just pick a different pair of framesHe left the store without his glasses or telling us what he wanted to doOn 12/29/at 12:pm we called and left a message for the customer asking him to call us and let us know how he wanted to proceed with the issueWe called again on 01/04/at 2:pm again asking him to call us and advise how he wished to proceedI decided not to do anymore business with this store since they clearly tried to cheat me with broken framesMoreover I am not happy to settle with frames that I don't like.-Frankly we do not wish to do business with this customer who lies and cheats his way out of paying full price for his orderWe have lost money on this customer as he continues to waist time and resourcesIf he didn’t like the frames he ordered, why was he so adamant about getting them when he was told several time he could choose other frames? He just stated in line of THIS complaint …”I liked the frames very much.” As you can see he is a liar and committing fraud by trying to return frames he broke, which we still agreed to replace at no costThis customer is unaware that we have all of the documentation of every interaction we have had with him and all of our customersEven the credit card company that originally refunded him the $ended up crediting the full amount back to us after we submitted all of our documentation to themWhen we received the funds back from the credit card company on 12/29/2018, we asked the company to give it back to the customer as we felt obligated to honor our discounted priceIf the customer was so unsatisfied with his glasses why did he resolve his complaint with the Revdex.com after leaving our store with his glasses on 12/19/17? On 02/22/the customer came back into the store with a new prescription, picked out new frames and wished to use his creditWe did so without incidentAs far as we are concerned our obligation to the customer has been satisfiedTell us why here