Gresham Optical Inc

Complaint: ***I am rejecting this response because:
I actually did pick up the new glasses and they are still defective and damaged. Sincerely,*** ***

Dear Ms***,
In answer to your request, here is an updated list of what has been done to date, in our desire to resolve Mr*** complaint:
1. Refunded all of Mr*** out-of-pocket costs that he paid for his glasses
2. Reinstated his full insurance benefit
3. Given him a pair of glasses with new frame and lenses (clear, non-Transitions lenses, which should have been Transitions lenses) valued at $875.00. There was no charge to him or his insurance company for this pair
4. Made a second pair of glasses with new frame and lenses, with Transitions lenses as originally requested, valued at $995.00. These glasses were mailed to Mr*** via UPS on 06/24/2016. There was no charge to him or his insurance company for these glasses

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

This letter is in response to Mr. [redacted] complaint regarding his experience at Gresham Optical. Mr. [redacted]was seen by Dr. B[redacted] for an eye exam on March 3, 2016. He was given an eyeglass prescription afterhis eye exam. He ordered a pair of eyewear, his vision insurance was billed and he paid $597....

Hiseyewear order was dispensed to him on March 18, 2016. He notified the office shortly after that,explained that his lenses were not ordered correctly. We offered to redo the lenses and told him wewould notify him when they arrived in the office for pick up. He came in April 30, 2016, to pick up thecorrected lenses. Unfortunately, due to his high prescription and the lenses being manufactured slightlylarger than the frame, the lenses could not be inserted into his frame. Also, his frame was damaged inthe insertion process. We apologized to Mr. [redacted] and offered to get him a completely new pair ofidentical eyewear. He emailed a few days later to say that he wanted the eyewear done on May 5th.Again, unfortunately, I knew that would not be possible due to the eyewear manufacturing process. OnMay 5th, I notified him via voice mail that he eyewear would not be ready on the date he wanted andthat to make amends I would refund him the $597 that he paid on March 3rd. Today, May 24th, Mr.[redacted] vision insurance company, VSP, phoned the office. I spoke with [redacted] in the Customer ServiceDepartment at VSP. I spoke to her about the errors that occurred with Mr. [redacted] eyewear order. Ioffered to void the vision claim for Mr. [redacted] eyewear as well as that I was already refunding his out ofpocket that he had paid. I told [redacted] that Mr. [redacted] could pick up his eyewear order and anytime andthat I would refund him when the eyewear was dispensed to him. Also, I told her, that if Mr. [redacted] did notwant to return to the office, I would gladly mail his glasses to him and refunded his card over the phone.To date, Mr. [redacted] has not pick up his eyewear order or phoned or emailed the office again.Thank you,Elizabeth H[redacted], Office Manger