Kelly's Fashion Optical

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  As stated in my previous response dated April **, 2015, Kelly's Fashion Optical created this situation when the salesperson broke the original frame I paid for due to her negligence. Again, the account of events in the [redacted], [redacted], response is incorrect. [redacted] should have informed the saleperson to issue me a full refund upon my request. However, they did not do this and tried to offer me anything in the store, except a refund. All I wanted was the frame I paid for and that's it, nothing else. I refuse to pay for something I did not buy no matter how many options I'm given. However, I know similar situations happen to us in life everyday and person must adjust and that's why I agreed to look around the store for another frame, but did not find any frame I liked at that time. If an unfortunate circumstance is the result of the business, they must be held fully accountable and not try to blame the customer for there negligence. Of course I was upset when the salesperson broke the frame because that's a natural emotional instinct all human beings have when they pay for something and somebody else breaks it. [redacted] is changing her story about the frame not being adjusted on my face, but on April **, 2015, she said and I quote "While trying to adjust the glasses to her face, the temple tip broke". This is more proof her story is inaccurate because she was not even there when I first purchased the frame. There is also no strict refund policy, store policy or signs around the store stating that the customer will not receive a refund due to the negligence of the salesperson who broke the frame while adjusting it. There's a first time for everything even a complaint against a business for negligence and no accountability. On April *, 2015, I returned to the store in an effort to resolve the matter one last time, not because I realized there will be no refund. This visit proved to be more inexperienced, unprofessional and disgraceful than on March **, 2015 because not only do I not have the frame I paid for, now [redacted] damaged one of my original lenses. The [redacted] herself, [redacted], attended to me and informed me my original lenses will need to be cut to fit in the other frame. I agreed to this only because I thought she was experienced and knew what she was doing. Contrary to that, [redacted] cut one lens to small and put it in the frame anyway without telling me about it. After I informed her that there was a gap in one len because she cut it to small, she informed me that she can make a new lens with the same prescription. The new glass lens material is different from my original lenses. It does not look the same as the original lens. I can not see clearly with the new lens and my vision is blurry. Therefore, I am not happy and totally unsatisfied with the service I received at Kelly's Fashion Optical during both visits. I now have to get my eyes re-examined for a new prescription and again purchase new eyeglass frames and lenses at my expense.Now my human emotion of getting upset starts all over again because everyone in the store in incompetent. At least [redacted] and I agree and are satisfied on one thing and that is...at this point I have provided the whole truth and do not wish to continue this email chain by negating [redacted] false stories. I do accept [redacted] apology for her negligence, however, she must still be held accountable for it her actions and that of her staff. Again, this issue was never resolved and the only solution to the situation was to give me a full refund as originally requested. I hope this complaint is posted on the Revdex.com website and reflected on Kelly's Fashion Optical credit report. Most importantly, I hope this will never happen to another customer again. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The response information from Kelly's Fashion Optical is totally incorrect.
 
On March [redacted] 2015, I never received any finished glasses because the highly trained salesperson broke the frame while trying to adjust them. Also, the glasses were not on my face while the salesperson was trying to adjust them as stated in the business responsed. A business must be held accountable for unfortunate circumstances especially when it is caused by their employee.
 
There is no strict refund policy stated on the sales receipt. The receipt says: Due to the customization required to manufacturer your order, refunds will not be processed. That means: when orders are specifically made for an individual no refunds are given. The receipt also says: Not responsibile for: Customer's own frames which are having lenses replaced...and that means: the store is not responsible for the old frames that are having the lenses replaced. The receipt saying nothing about new frames being purchased at the store. Therefore, there is no strict refund policy, store policy or signs around the store stating that the customer will not receive a refund due to the negligence of the salesperson who broke the frame while adjusting it.
 
I immediately requested a refund when the salesperson said "I have bad news for you. I'm sorry but I broke the frame by mistake while trying to adjust them."  She then called her [redacted], [redacted], to tell her what happened and that I requested a refund. [redacted] told her no refund will be given. I wanted to resolve the matter so I began looking around the store for other frames. I could not find any frame that fit my lenses. I refuse to travel all over the Bronx at my expense and inconvenience to look for eyeglass frames that the salesperson broke. I already have a second pair of eyeglasses and do not need a third pair. Since I unable to resolve the matter, I called my credit card company to stop the payment.
 
On April *, 2015, I returned to the store in an effort to resolve the matter one last time. I located a frame that may fit my lenses with some minor adjustments to the lenses. The lenses needed to be cut a little to fit into the frame. [redacted] made the adjustment to cut the lenses and damaged one lens by cutting it too small. This resulted in a gap on the upper part and inner side of the frame. I showed [redacted] the damage she caused to my original lens and gap it created on the eyeglass frame. [redacted] now had to make one new lens. The new lens glass and material is different from my original lenses. It does not look the same as the original lens and I am unable to see clearly with it. Therefore, I am not happy and totally unsatisfied with the service I received at Kelly's Fashion Optical during both visits. I now have to get my eyes re-examined and again purchase new eyeglass frames and lenses at my expense.
 
This issue was never resolved and the only solution to the situation was to give me a full refund as originally requested. I hope this complaint is posted on the Revdex.com website and reflected on Kelly's Fashion Optical credit report. Most importantly, I hope this will never happen to another customer again.
 
Sincerely,
 
[redacted]    
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concern,
                This letter is in
response to a complaint made by our client Tracy [redacted] We will be trying to
base this retort on what she brought up in her response, even though we also
feel that the information she provided is inaccurate as well.
For clarification purposes glasses are not ever
adjusted while on the patient’s actual face but, are made to fit their face
based on the individual’s facial structure. All this means is that everyone has
different needs and adjustments that can be made for the glasses to fit well. Everyone
who gets glasses are asked how they feel with them on, this is once the job is
ready; to make sure they are ok with how it fits. In addition, every frame is
different and has its own weaknesses and strengths. [redacted] Hornedo was asked how
her glasses felt when her original lenses were already put in the new frame.
She put them on and said they were loose; so based on where we saw the
looseness an adjustment was made and the problem ensued. We apologize if the
first letter was not clear enough [redacted]
Unfortunate
circumstances can happen in any and all businesses.  After 7 years in business we have never had a
complaint and have been able to resolve all of the minor issues presented to
us. Issues similar to the one we are currently facing with [redacted] This
situation was far from that of negligence. No matter how much attention is paid
to a task, problems can still occur. When and if they do occur we take action
immediately. As soon as [redacted] Hornedo’s frame broke we were the ones who
specified several ways to solve the problem, without a refund, as previously
stated. These options were given to her before the [redacted] was called. She did look
around to see if she was interested in taking up one of our remedies but
insisted on a refund instead. The sales person thought to try and ask for one even
though she was aware there are no refunds under any circumstance. The [redacted]
made this clear and so there was no more that could be done for [redacted]   She thought she would be able to get a
refund some other way and left.
A few days later she must have realized a refund was
not going to be possible and came in to get another frame, one she saw before
and had some interest in. She could have had it after her original frame broke
but she decided to make a complaint first, for what seems like an emotional dispute.
That day 04/02/2015 the [redacted] Carmen, helped her by fitting her own lenses to
the new frame as she requested. She was explained to again that customers own
lenses are not customized to new frames because it is a new shape. This
particular process required absolutely no cutting contrary to what [redacted] Hornedo
believes. Her lenses remained the same and were popped in to the new frame by
molding the frame around the lenses. This is a standard process. Carmen let her
know that the finished product had a tiny gap in one lenses because it was too
small. This gap would not compromise the job and proved to fit tightly enough
to dispense. It was not cut at all, let alone cut too small. Carmen immediately
told her she would gladly cut her new lenses regardless and advised her that it
would look better and cost her nothing but she said it was ok and left. Later
that day she came back and decided to take up the offer anyway.
Ultimately [redacted] Hornedo got a new frame and new
lenses that matched the exact prescription she was originally wearing, all at
no extra cost, however she is still upset. She did not express any
un-pleasantries to Carmen at that time either. If there was a problem with her
vision she can go to any optical and see that we gave her exactly what she had
in her own original lenses. The lens material was also the same as what she had
before. She was apologized to multiple times and again, we apologize [redacted]
Hornedo! However you got the best possible product for what you spent, despite
not being able to get the first frame you liked or the refund you so
desperately wanted. [redacted] Hornedo is making an issue where there is no longer
one, outside of her own disappointment.
It is not fair
to make complaints solely based on your emotional response to there being no
refunds. Our staff addressed the situation appropriately and made every move to
solve the situation at the pace that she set. [redacted] Hornedo received more than
what she paid for, which should have made up for the initial problem. We would
like to also make clear that regardless of what [redacted] Hornedo feels we have gone
above and beyond what was needed to solve the problem. At this point we feel we
have provided the utmost truth and do not wish to cause any other problems by negating
one another’s stories. For this we would have not responded but the RevDex.com suggested that making any response would be more beneficial. We
stand behind our work and our customer service and have absolutely no reason to
lie or exaggerate. We hate to have [redacted] Hornedo still disappointed in us and
wish that she would accept our apologizes and look at what she did receive as
recoupment. Nevertheless that is her decision and we must respect that but when
it comes to business she got the appropriate services and we did our part.
 
Respectfully,
 
Management

Review: I went to Kelly's Fashion Optical to purchase new frames for my eyeglasses. I bought some nice frames but when the salesperson was adjusting the frames she broke them. I immediately requested a refund and the owner refused to give me my money back.Desired Settlement: I would like to receive a full refund for the merchandise I paid for but I did not receive. I'm requesting the Revdex.com assist me to get my money back. Thank you in advance for your assistance in this matter.Sincerely, [redacted]

Business

Response:

[redacted] To whom it may concern, This letter is to clarify and settle a complaint made by our patient [redacted]. On March [redacted], 2015 [redacted] came to our store to purchase a frame only that would fit the lenses from her older glasses. We located a perfect frame for her, a designer Christian Dior frame for $350. When she received the finished glasses she needed an adjustment because they were slightly loose. Our store policy is that we will gladly adjust frames but at your own risk. We are highly trained, but cannot account for some unfortunate circumstances. We also have a strict no refund policy that is on her receipt and stated on signs around the store. While trying to adjust the glasses to her face, the temple tip broke. We let her know about the situation and our policies, and that we also tried ordering the same frame for her but it was no longer available anywhere. I continued to try and resolve the issue by finding another frame for her of equal or greater value at no extra cost. However [redacted] Hornedo was not interested in anything else our store had in stock. At that point we then recommended she go to our other location; located on castle hill where they had more frame selection. Unfortunately she again was not interested. She said she was not willing to go over there to take a look and possibly not like anything. I then offered her a free second frame and new lenses at no cost but she was again not interested. She said she would call her card company to try and cancel the charge, and left. There was no animosity or hostility while working with her even though she left unhappy. We gave her several solutions to the issue in order to make up for it but she denied them all. On April *, 2015 she came back to our store to take up the offer we originally presented her. We found a frame she liked and also made new lenses for her at no additional cost. We did this so that the customer was content and would remain a satisfied customer despite the unfortunate occurrence. We continued forward in finding a solution to the issue at all cost. At no time did we deny her help or remedy. We did everything in our power to keep her a happy customer even though all the offers presented to her came at a loss of profit for the business. We allowed this for customer gratification specifically. Being that the issue was resolved and she ultimately left happy I hope this complaint does not reflect on our credit report. We did everything possible to resolve the matter. All possible solutions were given to her before she left the store the first time but she refused them. [redacted] may have made a complaint about us in anger but she eventually saw that we went up and beyond our duty to help her. Any help in the matter is greatly appreciated. Please contact us if any further action is needed to correct the complaint made. Thank you, Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The response information from Kelly's Fashion Optical is totally incorrect. On March [redacted] 2015, I never received any finished glasses because the highly trained salesperson broke the frame while trying to adjust them. Also, the glasses were not on my face while the salesperson was trying to adjust them as stated in the business responsed. A business must be held accountable for unfortunate circumstances especially when it is caused by their employee. There is no strict refund policy stated on the sales receipt. The receipt says: Due to the customization required to manufacturer your order, refunds will not be processed. That means: when orders are specifically made for an individual no refunds are given. The receipt also says: Not responsibile for: Customer's own frames which are having lenses replaced...and that means: the store is not responsible for the old frames that are having the lenses replaced. The receipt saying nothing about new frames being purchased at the store. Therefore, there is no strict refund policy, store policy or signs around the store stating that the customer will not receive a refund due to the negligence of the salesperson who broke the frame while adjusting it. I immediately requested a refund when the salesperson said "I have bad news for you. I'm sorry but I broke the frame by mistake while trying to adjust them." She then called her [redacted], to tell her what happened and that I requested a refund. [redacted] told her no refund will be given. I wanted to resolve the matter so I began looking around the store for other frames. I could not find any frame that fit my lenses. I refuse to travel all over the Bronx at my expense and inconvenience to look for eyeglass frames that the salesperson broke. I already have a second pair of eyeglasses and do not need a third pair. Since I unable to resolve the matter, I called my credit card company to stop the payment. On April *, 2015, I returned to the store in an effort to resolve the matter one last time. I located a frame that may fit my lenses with some minor adjustments to the lenses. The lenses needed to be cut a little to fit into the frame. [redacted] made the adjustment to cut the lenses and damaged one lens by cutting it too small. This resulted in a gap on the upper part and inner side of the frame. I showed [redacted] the damage she caused to my original lens and gap it created on the eyeglass frame. [redacted] now had to make one new lens. The new lens glass and material is different from my original lenses. It does not look the same as the original lens and I am unable to see clearly with it. Therefore, I am not happy and totally unsatisfied with the service I received at Kelly's Fashion Optical during both visits. I now have to get my eyes re-examined and again purchase new eyeglass frames and lenses at my expense. This issue was never resolved and the only solution to the situation was to give me a full refund as originally requested. I hope this complaint is posted on the Revdex.com website and reflected on Kelly's Fashion Optical credit report. Most importantly, I hope this will never happen to another customer again. Sincerely, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern,

This letter is in

response to a complaint made by our client Tracy [redacted] We will be trying to

base this retort on what she brought up in her response, even though we also

feel that the information she provided is inaccurate as well.

For clarification purposes glasses are not ever

adjusted while on the patient’s actual face but, are made to fit their face

based on the individual’s facial structure. All this means is that everyone has

different needs and adjustments that can be made for the glasses to fit well. Everyone

who gets glasses are asked how they feel with them on, this is once the job is

ready; to make sure they are ok with how it fits. In addition, every frame is

different and has its own weaknesses and strengths. [redacted] Hornedo was asked how

her glasses felt when her original lenses were already put in the new frame.

She put them on and said they were loose; so based on where we saw the

looseness an adjustment was made and the problem ensued. We apologize if the

first letter was not clear enough [redacted]

Unfortunate

circumstances can happen in any and all businesses. After 7 years in business we have never had a

complaint and have been able to resolve all of the minor issues presented to

us. Issues similar to the one we are currently facing with [redacted] This

situation was far from that of negligence. No matter how much attention is paid

to a task, problems can still occur. When and if they do occur we take action

immediately. As soon as [redacted] Hornedo’s frame broke we were the ones who

specified several ways to solve the problem, without a refund, as previously

stated. These options were given to her before the [redacted] was called. She did look

around to see if she was interested in taking up one of our remedies but

insisted on a refund instead. The sales person thought to try and ask for one even

though she was aware there are no refunds under any circumstance. The [redacted]

made this clear and so there was no more that could be done for [redacted] She thought she would be able to get a

refund some other way and left.

A few days later she must have realized a refund was

not going to be possible and came in to get another frame, one she saw before

and had some interest in. She could have had it after her original frame broke

but she decided to make a complaint first, for what seems like an emotional dispute.

That day 04/02/2015 the [redacted] Carmen, helped her by fitting her own lenses to

the new frame as she requested. She was explained to again that customers own

lenses are not customized to new frames because it is a new shape. This

particular process required absolutely no cutting contrary to what [redacted] Hornedo

believes. Her lenses remained the same and were popped in to the new frame by

molding the frame around the lenses. This is a standard process. Carmen let her

know that the finished product had a tiny gap in one lenses because it was too

small. This gap would not compromise the job and proved to fit tightly enough

to dispense. It was not cut at all, let alone cut too small. Carmen immediately

told her she would gladly cut her new lenses regardless and advised her that it

would look better and cost her nothing but she said it was ok and left. Later

that day she came back and decided to take up the offer anyway.

Ultimately [redacted] Hornedo got a new frame and new

lenses that matched the exact prescription she was originally wearing, all at

no extra cost, however she is still upset. She did not express any

un-pleasantries to Carmen at that time either. If there was a problem with her

vision she can go to any optical and see that we gave her exactly what she had

in her own original lenses. The lens material was also the same as what she had

before. She was apologized to multiple times and again, we apologize [redacted]

Hornedo! However you got the best possible product for what you spent, despite

not being able to get the first frame you liked or the refund you so

desperately wanted. [redacted] Hornedo is making an issue where there is no longer

one, outside of her own disappointment.

It is not fair

to make complaints solely based on your emotional response to there being no

refunds. Our staff addressed the situation appropriately and made every move to

solve the situation at the pace that she set. [redacted] Hornedo received more than

what she paid for, which should have made up for the initial problem. We would

like to also make clear that regardless of what [redacted] Hornedo feels we have gone

above and beyond what was needed to solve the problem. At this point we feel we

have provided the utmost truth and do not wish to cause any other problems by negating

one another’s stories. For this we would have not responded but the RevDex.com suggested that making any response would be more beneficial. We

stand behind our work and our customer service and have absolutely no reason to

lie or exaggerate. We hate to have [redacted] Hornedo still disappointed in us and

wish that she would accept our apologizes and look at what she did receive as

recoupment. Nevertheless that is her decision and we must respect that but when

it comes to business she got the appropriate services and we did our part.

Respectfully,

Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: As stated in my previous response dated April **, 2015, Kelly's Fashion Optical created this situation when the salesperson broke the original frame I paid for due to her negligence. Again, the account of events in the [redacted], response is incorrect. [redacted] should have informed the saleperson to issue me a full refund upon my request. However, they did not do this and tried to offer me anything in the store, except a refund. All I wanted was the frame I paid for and that's it, nothing else. I refuse to pay for something I did not buy no matter how many options I'm given. However, I know similar situations happen to us in life everyday and person must adjust and that's why I agreed to look around the store for another frame, but did not find any frame I liked at that time. If an unfortunate circumstance is the result of the business, they must be held fully accountable and not try to blame the customer for there negligence. Of course I was upset when the salesperson broke the frame because that's a natural emotional instinct all human beings have when they pay for something and somebody else breaks it. [redacted] is changing her story about the frame not being adjusted on my face, but on April **, 2015, she said and I quote "While trying to adjust the glasses to her face, the temple tip broke". This is more proof her story is inaccurate because she was not even there when I first purchased the frame. There is also no strict refund policy, store policy or signs around the store stating that the customer will not receive a refund due to the negligence of the salesperson who broke the frame while adjusting it. There's a first time for everything even a complaint against a business for negligence and no accountability. On April *, 2015, I returned to the store in an effort to resolve the matter one last time, not because I realized there will be no refund. This visit proved to be more inexperienced, unprofessional and disgraceful than on March **, 2015 because not only do I not have the frame I paid for, now [redacted] damaged one of my original lenses. The [redacted] herself, [redacted], attended to me and informed me my original lenses will need to be cut to fit in the other frame. I agreed to this only because I thought she was experienced and knew what she was doing. Contrary to that, [redacted] cut one lens to small and put it in the frame anyway without telling me about it. After I informed her that there was a gap in one len because she cut it to small, she informed me that she can make a new lens with the same prescription. The new glass lens material is different from my original lenses. It does not look the same as the original lens. I can not see clearly with the new lens and my vision is blurry. Therefore, I am not happy and totally unsatisfied with the service I received at Kelly's Fashion Optical during both visits. I now have to get my eyes re-examined for a new prescription and again purchase new eyeglass frames and lenses at my expense.Now my human emotion of getting upset starts all over again because everyone in the store in incompetent. At least [redacted] and I agree and are satisfied on one thing and that is...at this point I have provided the whole truth and do not wish to continue this email chain by negating [redacted] false stories. I do accept [redacted] apology for her negligence, however, she must still be held accountable for it her actions and that of her staff. Again, this issue was never resolved and the only solution to the situation was to give me a full refund as originally requested. I hope this complaint is posted on the Revdex.com website and reflected on Kelly's Fashion Optical credit report. Most importantly, I hope this will never happen to another customer again. Sincerely, [redacted]