Optix Studio

To whom it may concern: Complaint# [redacted] I am the owner of Custom Color Contacts and responding to a claim from a patient's father, [redacted] ***His daughter was examined in our office years ago for a prosthetic contact lens to help conceal [redacted] presented on her sclera (outer white part of the eye)A lens was made successfully for this patient (the daughter of [redacted] ***) and was worn during these past years without any complicationsPrior to the order please note that the parents of the child were instructed on the proper care and handling of the lens, and agreed that ALL SALES WERE FINAL, as it was a CUSTOM designed lensA new lens was reordered on and was sent to them on 1015, as the original lens was worn and the color had faded which typically occurs over timeThe father claimed that the lens coloring was too light upon recieving the lens, and insisted on immediately cancelling the custom order, without giving our company the opportunity to darker or redue the lens, which is not an uncommon occurenceIn addition they had sent the original older lens back to custom color contacts(from years ago) approximately week later as well to darken or attempt to retintThe father is claiming inaccurately that the NEW custom lens sent to him was not dark enough,and was extremely verbally abusive to my staff member demanding a full refund! ( NEW LENS $400, RETINT of Year Old Lens $120, Shipping fees $30=$).He insisted on having our company keep the original old lens and new lensWe have been providing our services for more than years and have always attempted to help patients professionally and attempt to be extremely service oriented.We immediately asked the father to send back the lens to be darkened to satisfy their concernsThis is extremely unreasonable after the time and money spent on manufacturingWe aim to please all patients and are still willing to provide the same lens coloring that was recieved and worn over years ago to replace any challenges this father had with the product sent to himWe intend to fulfill our obligations and send both lenses (new lens and older lens re-tinted) immediately back to the father in the same custom color that was originally recieved, accepted and worn for over yearsI have been in business for over years and have always been service orientedThank you very much [redacted] Studio Optix

To whom it may concern: Complaint#[redacted] I am the owner of Custom Color Contacts and responding to a claim from a patient's father, [redacted]. His daughter was examined in our...

office 3 years ago for a prosthetic contact lens to help conceal [redacted] presented on her sclera (outer white part of the eye). A lens was made successfully for this patient (the daughter of [redacted]) and was worn during these past 3 years without any complications. Prior to the order please note that the parents of the child were instructed on the proper care and handling of the lens, and agreed that ALL SALES WERE FINAL, as it was a CUSTOM designed lens. A new lens was reordered on 10/**/2015 and was sent to them on 10/**/15, as the original lens was worn and the color had faded which typically occurs over time. The father claimed that the lens coloring was too light upon recieving the lens, and insisted on immediately cancelling the custom order, without giving our company the opportunity to darker or redue the lens, which is not an uncommon occurence. In addition they had sent the original older lens back to custom color contacts(from 3 years ago) approximately 1 week later as well to darken or attempt to retint. The father is claiming inaccurately that the NEW custom lens sent to him was not dark enough,and was extremely verbally abusive to my staff member demanding a full refund! ( NEW LENS $400, RETINT of 3 Year Old Lens $120, Shipping fees $30=$550 ).He insisted on having our company keep the original old lens and new lens. We have been providing our services for more than 20 years and have always attempted to help patients professionally and attempt to be extremely service oriented.We immediately asked the father to send back the lens to be darkened to satisfy their concerns. This is extremely unreasonable after the time and money spent on manufacturing. We aim to please all patients and are still willing to provide the same lens coloring that was recieved and worn over 3 years ago to replace any challenges this father had with the product sent to him. We intend to fulfill our obligations and send both lenses (new lens and older lens re-tinted) immediately back to the father in the same custom color that was originally recieved, accepted and worn for over 3 years. I have been in business for over 25 years and have always been service oriented. Thank you very much. [redacted] Studio Optix

Review: I ordered 1 pair of new contact lens and I sent back 1 pair of contact lens for re-coloration. The total cost was $550. $420 for the new contact and $130 for re-coloration. After examining the package she sent me, I noticed the contact was still blueish-gray and not white. To my disbelief, she sent me back the same contact I sent her for re-coloration and claims that it was the new one. There was no invoice, no label, no packaging, no note stating whether its the new contact or the old contact. The person in charge of this transaction is named Sandy. I told her I no longer want the new contact (which still has not been shipped) and requested a refund.

She was unprofessional, arrogant and unwilling to resolve this issue. So now I'm stuck with my old contact lens and got screwed for $550. I no longer wish to do business with Studio-Optix ever again. I hope other consumers don't have to deal with what I went through with Sandy.Desired Settlement: I just want to get my money back for $550. They never shipped the new contact lens that I purchased nor did they do any re-coloration on the contact lens that I originally I sent back to them.

Business

Response:

To whom it may concern: Complaint#[redacted] I am the owner of Custom Color Contacts and responding to a claim from a patient's father, [redacted]. His daughter was examined in our office 3 years ago for a prosthetic contact lens to help conceal [redacted] presented on her sclera (outer white part of the eye). A lens was made successfully for this patient (the daughter of [redacted]) and was worn during these past 3 years without any complications. Prior to the order please note that the parents of the child were instructed on the proper care and handling of the lens, and agreed that ALL SALES WERE FINAL, as it was a CUSTOM designed lens. A new lens was reordered on 10/**/2015 and was sent to them on 10/**/15, as the original lens was worn and the color had faded which typically occurs over time. The father claimed that the lens coloring was too light upon recieving the lens, and insisted on immediately cancelling the custom order, without giving our company the opportunity to darker or redue the lens, which is not an uncommon occurence. In addition they had sent the original older lens back to custom color contacts(from 3 years ago) approximately 1 week later as well to darken or attempt to retint. The father is claiming inaccurately that the NEW custom lens sent to him was not dark enough,and was extremely verbally abusive to my staff member demanding a full refund! ( NEW LENS $400, RETINT of 3 Year Old Lens $120, Shipping fees $30=$550 ).He insisted on having our company keep the original old lens and new lens. We have been providing our services for more than 20 years and have always attempted to help patients professionally and attempt to be extremely service oriented.We immediately asked the father to send back the lens to be darkened to satisfy their concerns. This is extremely unreasonable after the time and money spent on manufacturing. We aim to please all patients and are still willing to provide the same lens coloring that was recieved and worn over 3 years ago to replace any challenges this father had with the product sent to him. We intend to fulfill our obligations and send both lenses (new lens and older lens re-tinted) immediately back to the father in the same custom color that was originally recieved, accepted and worn for over 3 years. I have been in business for over 25 years and have always been service oriented. Thank you very much. [redacted] Studio Optix