Lifetime Eyecare Center

May 9, Dear [redacted] , I am writing in response to complaint # [redacted] We refunded the patient on March 31, I received a confirmation from the patient stating that he did receive the refund We had closed our [redacted] Street Office and the patients glasses had been transferred to another location It had come to our attention the patient did not receive his glasses after we were told that they had shipped He called several times and we told him several times they had been sent We later found out that the glasses had been lost and the employee that told me they shipped was no longer with the company We felt a refund was the only resolution to the missing glasses.We do apologize for the delay Patient also stated that we didn't receive any notice of the office closing The office closing was a last minute occurrence that we didn't know until the day of due to the building We did send out notices that Monday but unfortunately some patients were missed due to our system Again, on behave of Visual Eyes we are extremely sorry for any misunderstanding Thanks,

May 9, 2014
Dear [redacted],
I am writing in response to complaint #[redacted]. We refunded the patient on March 31, 2014.  I received a confirmation from the patient stating that he did receive the refund.  We had closed our * Street Office and the patients glasses had been...

transferred to another location.  It had come to our attention the patient did not receive his glasses after we were told that they had shipped.  He called several times and we told him several times they had been sent.   We later found out that the glasses had been lost and the employee that told me they shipped was no longer with the company.  We felt a refund was the only resolution to the missing glasses.We do apologize for the delay.  Patient also stated that we didn't receive any notice of the office closing.  The office closing was a last minute occurrence that we didn't know until the day of due to the building.  We did send out notices that Monday but unfortunately some patients were missed due to our system. 
Again, on behave of Visual Eyes we are extremely sorry for any misunderstanding. 
Thanks,

Review: Nearly a year ago I submitted for repair a pair of [redacted] sunglasses at the company's [redacted] Location in downtown Washington DC. After several weeks of delay, I received assurances from store staff that the glasses would be ready soon and being shipped back from a remote location.One Monday, without prior warning, and certainly without informing their clients, the [redacted] location ceased to exist. During the weekend, all inventory and signage had been cleared out, leaving a vacant space. After calling the corporate office, I was informed that the [redacted] office had taken over the DC repair inventory.After numerous calls to the [redacted] office, I was repeatedly assured that my glasses had been repaired and were being shipped to me. They never were. Later, I was told that I would receive a reimbursement check instead, since my glasses were lost. Several weeks later, I was informed by [redacted] at the [redacted] location that my glasses were found and had been shipped to me immediately. This was patently untrue.Further calls resulted in denials and claims that I would get a check, or alternately, that my glasses were being shipped "today" and that I would receive an e-mail with the tracking number.I never received any follow-up calls, e-mails a check or certainly the glasses.The basic dishonesty displayed by this business is shameful.Desired Settlement: Since my glasses - the original product I had submitted for repair - have clearly been lost, I demand compensation which will allow me to replace that pair of [redacted] brand sunglasses frames.

Business

Response:

May 9, 2014Dear [redacted],I am writing in response to complaint #[redacted]. We refunded the patient on March 31, 2014. I received a confirmation from the patient stating that he did receive the refund. We had closed our * Street Office and the patients glasses had been transferred to another location. It had come to our attention the patient did not receive his glasses after we were told that they had shipped. He called several times and we told him several times they had been sent. We later found out that the glasses had been lost and the employee that told me they shipped was no longer with the company. We felt a refund was the only resolution to the missing glasses.We do apologize for the delay. Patient also stated that we didn't receive any notice of the office closing. The office closing was a last minute occurrence that we didn't know until the day of due to the building. We did send out notices that Monday but unfortunately some patients were missed due to our system. Again, on behave of Visual Eyes we are extremely sorry for any misunderstanding. Thanks,