Optical Care Associates

Not fully refunded for ordered prescription lenses I wanted cancelled. No cancellation/refund policy posted anywhere at place of business. On [redacted] I had my eyes examined by Dr. Mendel and my prescription has changed. I have a pair of sunglasses frames I decided to use for distance only and I placed the order for the prescription tinted lenses that afternoon after my eye exam. The next morning [redacted] I called to cancel the lenses as I wanted to try wearing my new bi-focal lens prescription first after they came in that I had ordered the same day as I may want those lenses in my sunglasses instead of just the distance prescription. I was told they could not be cancelled since they were ordered and the lab has an immediate ship. However, I was told it could be about a week to pick up my glasses. After checking my receipt to see if there was a refund/cancellation policy on it which there was not I called them back and asked what their cancellation/refund policy was as I was not told that upon purchasing the lenses and I did not see it posted anywhere upon purchasing the lenses in which I used my debit card to make the purchase. The girl I spoke with said she didn't know what their policy was and I was told by her that their cancellation/return policy was not posted after I asked where is your policy posted and did I miss it or it should have been explained to me upon placing the order for the lenses. I ended up speaking with Dr. Mendel and they were going to leave the lab a message to try and cancel the lenses since they were closed on Sat. and follow up on Monday [redacted] with the lab and call me. My options were to take the lenses or get a partial refund if I did not want the lenses. I called on Monday around noon time[redacted] to follow up since I did not hear from them and was told they were waiting for the lab to call and they would call me when they heard from them. I never received a phone call or message from them so this morning [redacted] my husband went to Optical Care Associates to get my refund and pick up my frames. They only credited me for $95.00 and kept $60.00 for the lenses since they said they were ordered. However, were they cancelled? Never received that answer. Due to the fact that they have no cancellation/refund policy posted as I believe they should nor was I told once the lenses were ordered I could not cancel them or a reasonable time frame to cancel them I feel they owe me a complete refund. Desired SettlementI want the total refund of $155.00 not a partial refund of $95.00. Business Response On Fri. [redacted] was examined and ordered a pair of glasses through [redacted] and a pair of sunglasses at her own expense.On [redacted] called to cancel the sunglasses.She was told that the labs are not opened on Sat.and the lab would be emailed to stop surfacing the lenses if they could. Unfortunately on Mon. the lab told us the lenses were surfaced so that we would have to pay for the lenses because we have an agreement with our lab, in order to get the best service, that orders are processed as soon as called in and cannot always be stopped. This is why we take deposits on custom orders that are surfaced for an individual and are custom and cannot be resold.I feel bad that the order could not be cancelled and was not an item that could be returned.We did refund [redacted] all but the lens cost and tried to be fair to her. The lab was called first think Monday morning by my staff and they did not inform the patient of what or if there would be a refund due to Dr. not working on Monday and that was a decision to be made by me.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not order a pair of sunglasses. I had my own frames that I wanted to use. I only ordered the tinted prescription single lenses. I called to cancel the lenses. What does the other pair of glasses ordered have to do with anything regarding me wanting to cancel the lenses for my sunglasses? I do not wish to have my personal information as to who the glasses were ordered through put out there in public as it is a violation of privacy! I also did not put a deposit down for the lenses I paid in full. I was told the lab was not open Saturday by Dr. [redacted] and he would have [redacted] call and leave a message to try and cancel the lenses and they would follow up on Monday with the lab and call me. When I called Monday at noon to follow up since I never received a phone call they had not yet heard back from the lab. That is what I was told. When my husband went down Tuesday morning to pick up my frames he was told by Dr. [redacted] they still had not heard back from the lab. Since the lenses supposedly could not be cancelled or returned and I DID pay for them then they must have them there and I am entitled to have the lenses and I will pick them up when my other glasses come in. The whole point of this is no refund/cancellation policy posted anywhere and I was not told the lenses could not be cancelled. Final Business Response we do tell our patients that lenses are ordered right away and they had to be custom ground in this case . Our labs do work surfacing lenses on weekends but unfortunately the support staff that answers phones do not. The lenses were surfaced for the patient and we charged her what the lab charged us. We never took delivery of the lenses from the lab after she cancelled the lenses we told them not to send them as there also would have been shipping fees and we would not be able to use them Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was not told the lenses would be ordered right away. I want to see the actual bill from the lab that they were charged $60.00 for MY lenses and the date. Then I will believe the lenses were ordered when they claim they were and were not able to be cancelled. So far they have not provided any proof.