International Eyecare Center

I went to the International Eye Care Clinic in Fulton, MO on April It took them more than weeks to deliver my glasses; the people in Quincy, Ill where the glasses are made were not opening emails and that's how my prescription was sent When I finally got my glasses, I couldn't see out of them I went back to the office in Fulton, and they said that the prescription was wrong that I needed progressives They refilled the glasses twice I still couldn't see out of them I have asked for a refund of $which is what they cost, but the clinic is refusing

Initial Business Response /* (1000, 5, 2016/02/11) */
Patient has a personal issue with one of our employees. This issue did not originate from a visit at IEC.
On the day she was here in October the patient observed this employee working at IEC and was upset. (The employee the patient does not...

like did not interact with the patient).
This patient did verbalize to a patient service rep that "We should not have an employee like that working here and she should be fired". I have no information regarding the patient being "yelled" at and did interview all parties involved.
Patient called us in January 2016 because she had not been notified of her cls being in from her appt in October 2015. It was at this time we did realize the contact lenses from her appointment had not been ordered.
OM stated, "I wish you would have called me sooner I apologize". The Office Manager was mindful it was not the patient's responsibility to follow-up and knows that statement was not appropriate. She was not deferring the responsibility but was plainly sorry for the situation and for the inconvenience on the patient.
The OM did place the patient on hold and the call did get dropped. She immediately called the patient back, continuing to apologize because we dropped the ball on ordering her contact lenses. The OM ordered the contact lenses immediately and they were here within 3 days and she called the patient. The patient has picked up her contact lenses.
The Office Manager wrote the patient a handwritten apology letter and mailed it to her on January 29, 2016.
We have reviewed proper protocol with the entire staff regarding IEC policy and procedure and instituted a new check and balance procedure for ensuring our patients contact lenses are ordered immediately and not missed.
We have taken all available actions to rectify this situation and ensure it does not repeat itself with any other patient.
IEC is committed to excellence and we are very sorry this patients experience was not the excellence we strive for.