Opsin Eye Care

We received notification from you in regards to an unsatisfied patient. The ID number assigned to this case...

is [redacted] purchased a pair of eyeglasses from us on 04/02/2014. All of our customers receive a one year warranty with the purchase of eyeglasses. Our warranty covers any type of breakage towards lenses and/or frames; however, it does not cover loss.
When [redacted] picked up his eyeglasses he was unhappy with them, although the prescription was correct. We re-ordered the lenses at no charge to him. Our optician informed him that when the new lenses arrived he would need to bring the frame back so we could cut and insert the new lenses. Considering there was nothing wrong with the actual prescription, he chose to take the pair of glasses home while he waited for the new lenses to arrive. During this time [redacted] lost the eyeglasses.
When we contacted [redacted] to come in with the frame, he informed us that he no longer had the eye glasses in his possession. At that time we told him that he would need to purchase a new frame considering the warranty does not cover loss. Unsatisfied with this answer, he contacted you to report his dissatisfaction.
Upon receiving your letter we reached out to our patient, [redacted], so we could resolve the issue. Eye health is our top priority at Opsin Eye Care and our goal is treat each patient with the utmost respect and courtesy. Although, our warranty does not cover loss of merchandise, we made an acceptation and re-ordered the same frame that was initially purchased for [redacted], at no additional charge to him. He has since picked up his new glasses and is very satisfied with the result.
Please let your records reflect that this matter has since been rectified. Should you need any more information in regards to this case please do not hesitate to ask.