Kyle TSO

*** *** *** TSO *** ** *** *** *** ***, ** ***
39.3pt;">*** *** Revdex.com Corporate Office La Posada Drive Austin, TX RE: Revdex.com Complaint ID: (15759189) Dear *** ***: Regarding this patient's complaint that we did not provide an 'emergency order' for their contact lenses: as was explained by our staff to the patient on repeated occasions, starting at the time the original order in question was placed on 6/2/2015, these contact lenses are made-to-orderThe average delivery time on these lenses is weeks but occasionally we do see delays of up to weeks, such as in this situationUnfortunately there is nothing that can be done to expedite the processAdditionally, there is only one manufacturer available that produces the contact lenses this patient requiresFortunately, this is a rare occurenceTo clarify, this patient was not required to pay anything for her contacts until they were actually picked up on 7/16/In order to prevent this from being an issue again in the near future, we have ordered an additional supply of lenses for this patient for our office to have on hand for when they need to purchase a second month supplyWe do strive for excellence in customer service and while we recognize that this patient does not view their experience to have been acceptable, we regretfully would have no alternative to offer in this particular situationWe would encourage this patient to maintain a surplus of contact lenses in the future, in order to avoid being forced to rely on glasses when her contacts are inevitably difficult to obtainSincerely, *** ***

[redacted] TSO [redacted] Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 RE: Revdex.com Complaint ID: 10698064 (15759189) Dear [redacted]: Regarding this patient's complaint that we did not provide an 'emergency order' for their contact...

lenses: as was explained by our staff to the patient on repeated occasions, starting at the time the original order in question was placed on 6/2/2015, these contact lenses are made-to-order. The average delivery time on these lenses is 3 weeks but occasionally we do see delays of up to 6 weeks, such as in this situation. Unfortunately there is nothing that can be done to expedite the process. Additionally, there is only one manufacturer available that produces the contact lenses this patient requires. Fortunately, this is a rare occurence. To clarify, this patient was not required to pay anything for her contacts until they were actually picked up on 7/16/2015. In order to prevent this from being an issue again in the near future, we have ordered an additional supply of lenses for this patient for our office to have on hand for when they need to purchase a second 6 month supply. We do strive for excellence in customer service and while we recognize that this patient does not view their experience to have been acceptable, we regretfully would have no alternative to offer in this particular situation. We would encourage this patient to maintain a surplus of contact lenses in the future, in order to avoid being forced to rely on glasses when her contacts are inevitably difficult to obtain. Sincerely, [redacted]