Kellogg Vision Center

Review: Prescription was wrong multiple times over the course of two months. Started in March 2014 and the business tried to fix prescription with out success. When asked for refund to go to another doctor, was refused. Paid in full by cash before any prescription was filled in the amount of $584.Desired Settlement: Want full refund to be able to go to a different eye doctor.

Business

Response:

This complaint was justified because it did take longer than normal for his prescription to arrive. Our policy is to remake lenses due to insurance paid on glasses orders in case there is trouble with a new prescription. The normal turn around time for glasses is ten business days or less. This order was placed on March 25, 2014 and didn't get back to us until April 25, 2014. The likely reason for this delay was the amount of prescription. In a given year we see about 2000 patients, and of the far-sighted patients we see this magnitude of prescription would rank in the top three for the amount of prescription. Higher prescriptions take longer to make because materials have to be special ordered. When the glasses arrived this gentleman had difficulty seeing through the progessive corridor, likely due to a change in the type of progressive lens as compared to his current pair of glasses. The prescription was verified to be made correctly and the new prescription was the same as his current prescription. We tried to determine which type of progressive lens the patient was wearing to match it, but he was unable to remember where he received his last pair of glasses, so we were unable to match it. We tried to remeasure his heights to remake the lenses, but he was still having difficulty. Due to the length of time we did refund this patient so he could try to get lenses elsewhere. We try for 100% satisfaction and unfortunately were not able to get it in this case.