Nazareth Optical

March 10, Dear Sir/Madam:I am writing in response to your letter concerning a free service provided by our office staff 2/16/201-For years our office has provided free adjustments and repair to eyewear as a service to the Nazareth communityWe provide this free service
regardless of whether or not eyewear was purchased at our office.In performing this service reasonable care is takenEyewear is breakable and sometimes the condition is not apparentAt times in attempting to repair eyewear damage can occurAs a related issue, we are at times asked to replace lenses in a persons existing frameWe caution that the frame could be broken in the process and we are not responsible to replace itas is the policy for most opticals.Two different opticians worked on this pair of eyeglassesNeither of them recall causing scratches on lenses while working on themWhen the matter was discussed in our office an appointment was set up to examine the eyewear to visually assess the “damage."The patron did not show up for this appointment.This is the first situation of this kind we have encounteredMany opticals no longer provide repair services to eyewear not purchased in their establishmentsThis is a good example of the reason for that very policyWe have discussed reconsidering our policy of free repairs to eyewear purchased elsewhereHowever, we will for now, continue to provide this free service at the same time upholding our replacement policyAgain, let's keep everything in perspectiveThis was o free service provided to this individualThere was no charge.We are very grateful to the greater Nazareth community for their loyalty over the yearsOur practice has been successful due to their patronageWe understand that we are in a highly competitive business environment and we do our best.I am also not aware of any “botched" eye examsWe provide quality eye care to our patients, serving some of these families for over yearsIt has been a pleasure to provide our services in this community

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Of course they "would not recall" scratching my lens. I was NEVER told of ANY "caution" that Nazareth Optical would NOT be held responsible if damages occurred. A caution like that should be made WHEN the repair is to take place AND given in writing.  I received neither.  When I went in to the office to pick up my glasses, I immediately pointed out the scratch to the receptionist in which she saw it, tried to clean it off with lens cleaner, and profusely apologized.  However, I was told that there was nothing that they could do about it and that a manager could not be called at that time.  I KNOW without a DOUBT that there was NOT a scratch on my lens when I dropped my glasses off.  It is right in my line of vision and I would have DEFINITELY noticed that before hand.  BUT I didn't have to even put them on to notice this scratch upon pick up.  The "appointment" that was set up was not actually set up, but instead they told me to come in at 12 noon. This was the ONLY opportunity that I was given.  I told them that I was unable to make that appointment.  They did not even try to make further arrangements with me to come and have them assessed.  Regards,[redacted]