Look Optical

Initial Business Response / [redacted] (1000, 12, 2015/10/16) */ We made Mrs [redacted] 's glasses according to her prescription and requestMrs [redacted] picked name brand frames on her choice which were more expensive regardless of her prescriptionThe lenses are custom made products and can not be reused for any other patientsMrs [redacted] 's husband called the next day cancelled her orderUnfortunately we had already ordered these lenses from lab and were charged for them by then Customer comes first for our company and we will make sure she gets taking care of properly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr*** came last Thursday March 31st to our office and was seen by a different optometristHe picked up his gas permeable contacts , the kinds he wished to wearWe discounted his contacts and he agreed and paid for themWe apologise for any inconvenience Mr*** had. Look
optical management

Dear *** ***,As I mentioned in my first statement, after going over her invoice and all the changes she did to the brand of her contact lenses she end up owing the company and additional $which was comped by mebut as a courtesy I still kept the $25 inconvenience fee as a credit on her accountAlso on the uploaded documents you can see the circled line that says "NO REFUNDS, STORE CREDIT ONLY" and signed and dated by our patientif the total was less than what she paid I would have issued that amount with no hesitationshould you require more info do not hesitate to contact me.Thanks*** ***Practice Manager

Initial Business Response /* (1000, 12, 2015/10/16) */
We made Mrs. [redacted]'s glasses according to her prescription and request. Mrs. [redacted] picked name brand frames on her choice which were more expensive regardless of her prescription. The lenses are custom made products and can not be reused for...

any other patients. Mrs. [redacted]'s husband called the next day cancelled her order. Unfortunately we had already ordered these lenses from lab and were charged for them by then.
Customer comes first for our company and we will make sure she gets taking care of properly.

Complaint: [redacted]
I am rejecting this response because:Once again the manager is flat out lying. All the changes I made to my contacts? You mean the one time I came in and got biofinity contacts instead of the Acuvue contacts that she gave me? One time?  If you get confused by someone switching out contacts one time then you need to find another profession. Second I do not owe any money and the manager knows that. Bio Finity 30 day contacts and Acuvue 30 day contacts are not the same price you can try that with someone who has not been wearing contacts for 20 years. Furthermore you hardly are the kind of person that would pay anything out of your pocket for me.  And it's amazing that the first time I'm ever hearing of this debt to the company is right now in this Revdex.com report. If I owed you money you didn't think a good time to tell me was when you sent that personal email? This entire situation is insane. The manager of that business is ethical, rude, unprofessional, and can't be trusted. I  spent $703 in that store. For $703 I could have gotten stellar customer service and a manager that doesn't lie. I have never, ever, had an experience like this at an eye doctor.   You know as well as I do that there is no sign in there that says no refunds because if there was when I first asked you that would've been the first place that you pointed. However you never even mentioned that you just kept explaining how you can make it right. The manager needs to get his story together. I do not except his response.  I would actually like to speak to someone higher than him. Sincerely,
[redacted]