New Optix Optometry

Review: My experience while purchasing new prescription glasses from New Optix: I was told that the glasses would be ready for pick up in 2 weeks. After the 2 week period I received my glasses with them telling me they needed to get them back to get a new lens put in because the hole drilled in the lens was too big. I returned the glasses to them 2 days later. A week went by which was the 3rd week. That Tuesday the 10th they told me that they broke the nose piece and they would solder the nose piece together. I informed them that that was unacceptable and they agree to replace the frame. All day today they have dragged their feet not telling me the status of my glasses. This is going into the 4th week, they say Thursday or Friday they estimate the glasses will be done, no promises. I can not believe that they use a vendor that has shoddy and inconstant work & way too time consuming. This vendor is located in San Diego and it is taking them 4 weeks to make glasses.Desired Settlement: A $300.00 discount off the total cost for compensation for time lost, shoddy workmanship and not done in a timely manner and a total lack of customer service & communication.

Business

Response:

To Whom this May Concern,

Mr. [redacted] came in on August 17th, 2013 with interest in purchasing frames and lenses. The only frames he was truly, interested in were drill mounts in which a high prescription would be difficult to put into. He insisted that these were the frames he wanted. Our general turn-around time when using a lab is 10 days to 2 weeks so that is what [redacted] (our Optician) had told him. He called about 10 days into the order asking for his glasses. When we had contacted the lab to see the status of the glasses, we were told they had run into some difficulties as their vendor had drilled the lenses incorrectly. We returned the call to let him know that the lenses had been made incorrectly and that it may take a bit longer than we had expected. At this time, he told us that he needed these glasses for his daughter’s wedding that weekend; so he insisted on having them by that weekend. We then contacted our lab again, and explained the situation. They told us that we can give it to him to use over the weekend, however would need to get them back in order to replace the incorrectly placed lens. Mr. [redacted] understood and he agreed to this plan. On the day he came to pick up, the lab had not sent them out just yet, so [redacted] drove over to pick them up herself for Mr. [redacted]. We adjusted the glasses to fit Mr. [redacted] and told him that he will need to bring them back to us in the beginning of the following week, so that the lab can correct the lenses and frame.

On the following week he stormed in telling us that the frames fell apart during the wedding then stormed back out. After observing the frames and lenses, there was nothing different about them from when he had taken them from us initially, at the end of the previous week. [redacted] then drove the glasses back to the lab to get them fixed as soon as possible. Mr. [redacted] then followed up with us during the following week to check on the status of his glasses. At this time he was insisting on a discount and complained that it had already been 3 weeks since he initially made the order for his glasses. We apologized and again followed up with the lab. At this time our lab informed us that during the final stages the nose piece fell apart and the frames were broken. [redacted] then again drove to the lab with a new frame and asked if they could have them ready at the end of the next day. They informed us that when the nose piece broke off, the lenses were scratched as well which means they needed to replace the lenses as well. At this time we followed up with Mr. [redacted] and informed him that there was another issue with his glasses and that we were replacing his frames with new ones. He was not happy at this time and stated that, not only is not complete in 2 weeks or 3 weeks, but will now take 4 weeks, nearly a month to get his frames that he had paid for. We then informed him that we were going to provide him with a discount. This is when he told us that he was going to file a complaint to the Revdex.com and demand a discount, in which we had already offered to him prior to him bringing it up. We apologized many times and in the end he got his glasses and seemed completely satisfied with them.

At the time of pick up he told us that we should not be using a lab that is insufficient, and that was the real reason he had filed a complaint against us. Mr. [redacted] was happy with the end product and received his discount as well.

We do hope that this helped and will clear our complaint.

Thank you so much,

New Optix Optometry

San Diego, CA 92111