Paris Optique Via USA Ltd.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My original prescription in 2008 is irrelevant to the issue at hand, because at that time I had considered a full progressive for general, "all purpose" use. The current glasses in question are SPECIFICALLY for "work-space" use.  Contrary to my request, they were incorrectly made as a full progressive, and also did not allow clear vision.The remake, despite my repeated explaining and pleas for them to be made for computer / works-space use, with intermediate and closeup correction ONLY, were made instead, again, as a full progressive, with only the narrowest band for intermediate distance correction.Paris Optique refuses to acknowledge the simple fact that they did not make the glasses as requested, twice. Accordingly, I have asked for a refund of the lenses portion of my purchase, so that we can both move on. Regards,[redacted]

Sorry for the delay but I was out of Phoenix and did not have direct access to all the information. Mr [redacted] has been a customer from 2008 with a history of non adapt to progressive lenses. In fact at that time at the end we had to put him in a single vision lens.Now in August 2014 he is back and...

wants  computer lenses. There are different way to do it: some people want  computer lenses, where the power is intermediate on top and reading at the bottom, some people can use progressive lenses by adjusting the height of their chair and position of the computer, some people prefer to use a single vision lenses measured for the distance of the computer.In August Mr [redacted] was dispensed a computer lens called Tact 40. A month later because customer was complaining of difficulty seeing he was referred to a different Doctor and he was reiterated of store policy " one time redo within 60 days" at this point nothing was done.Five months later customer came back and still complained about vision, customer had a new prescription from a different doctor but very similar in power from the previous one, wanted a different shape for the lenses, even if we were passed the 60 days adaptation rule. He was granted a new redo with a different shape and this time we used a progressive lenses since by going with another computer lenses will have not made any difference from the previous job.At this point in March customer called and e-mailed again, unhappy of his vision and once more exceptionally he was offered, because of his history that he provides us with a prescription for a single vision lenses from the doctor, written only for this use, because a computer can be used at different distance and that will affect the prescription.I think that we tried to accomodate mr [redacted] and already bent several times the rules of Paris Optique which the customer agreed by signing the receipt. And these are the same rules that were in effect when in 2008 he could not adapt to progressive lenses.If Mr [redacted] wants that we replace the lenses once more for a single vision lens he can provide us with the prescription and it will be the last redo at no charge.I am attaching a copy of the receipt signed by Mr [redacted] and a copy of the e-mail correspondence.Regards[redacted]

Mr [redacted] keeps saying that the job was not made right, but the first lenses he received, tact 40 [redacted], were lenses designed only for computer use and he could not adapt. yes the second set of lenses are designed more for multiuse. Exceptionally we are offering to replace the progressive lenses the customer is currently wearing with single vision lenses for his computer vision at no charge.As I explained on my first e-mail, customers use different ways to accomplish computer use lenses. we tried a specialty computer lenses and it failed, not because it was incorrectly done but because customer could not adapt to it. We tried a progressive lenses and again customer is complaining because he cannot use it or adapt and wants a computer lenses, but that is what he got with the first set of lenses. We are left as our only option to try a single vision lenses, which again we will be offering it at not charge but customer wants a full refund. We do pay for the lenses that we order and we do not get a credit if the lenses are made right and customer cannot adapt, they offer a one time redo, no questions asked within 60 days, we broke and used this option.As another option to try to please Mr [redacted], I will personally meet with him at a convenient time for both of us and discuss the use of another brand of computer use lenses and I will offer 50% discount on the lenses and at this point if they fail again he will have the opportunity to try another brand at no charge. Again money will not be refunded, but he will be able to try 2 more different styles of lenses, if he needs it to be a computer lenses.Regards[redacted]If Mr [redacted] wants to call me I am at the  Chandler store all day Monday and Tuesday ###-###-#### or I if he leaves me a message I will return his call.

Review: In summary, Paris Optique did not have my prescription (re)made as requested and repeatedly stated. With rudeness, they claim a prescription can only be filled one way. I have consulted 3 other opticians, all of whom clearly state that it can be filled different ways, depending on what is requested and what the glasses will be used for. I specifically asked that the prescription be filled for "work space" use, meaning for intermediate and close-up correction. They had them made as a full progressive instead (with only a narrow intermediate band), and will not correct their error.Desired Settlement: At this point, based on my own experience, and learning that others have had similar difficulty with Paris, I would like a refund for the lens portion of my purchase, so I can take my business elsewhere to be handled properly and courteously.

Business

Response:

Sorry for the delay but I was out of Phoenix and did not have direct access to all the information. Mr [redacted] has been a customer from 2008 with a history of non adapt to progressive lenses. In fact at that time at the end we had to put him in a single vision lens.Now in August 2014 he is back and wants computer lenses. There are different way to do it: some people want computer lenses, where the power is intermediate on top and reading at the bottom, some people can use progressive lenses by adjusting the height of their chair and position of the computer, some people prefer to use a single vision lenses measured for the distance of the computer.In August Mr [redacted] was dispensed a computer lens called Tact 40. A month later because customer was complaining of difficulty seeing he was referred to a different Doctor and he was reiterated of store policy " one time redo within 60 days" at this point nothing was done.Five months later customer came back and still complained about vision, customer had a new prescription from a different doctor but very similar in power from the previous one, wanted a different shape for the lenses, even if we were passed the 60 days adaptation rule. He was granted a new redo with a different shape and this time we used a progressive lenses since by going with another computer lenses will have not made any difference from the previous job.At this point in March customer called and e-mailed again, unhappy of his vision and once more exceptionally he was offered, because of his history that he provides us with a prescription for a single vision lenses from the doctor, written only for this use, because a computer can be used at different distance and that will affect the prescription.I think that we tried to accomodate mr [redacted] and already bent several times the rules of Paris Optique which the customer agreed by signing the receipt. And these are the same rules that were in effect when in 2008 he could not adapt to progressive lenses.If Mr [redacted] wants that we replace the lenses once more for a single vision lens he can provide us with the prescription and it will be the last redo at no charge.I am attaching a copy of the receipt signed by Mr [redacted] and a copy of the e-mail correspondence.Regards[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My original prescription in 2008 is irrelevant to the issue at hand, because at that time I had considered a full progressive for general, "all purpose" use. The current glasses in question are SPECIFICALLY for "work-space" use. Contrary to my request, they were incorrectly made as a full progressive, and also did not allow clear vision.The remake, despite my repeated explaining and pleas for them to be made for computer / works-space use, with intermediate and closeup correction ONLY, were made instead, again, as a full progressive, with only the narrowest band for intermediate distance correction.Paris Optique refuses to acknowledge the simple fact that they did not make the glasses as requested, twice. Accordingly, I have asked for a refund of the lenses portion of my purchase, so that we can both move on. Regards,[redacted]

Business

Response:

Mr [redacted] keeps saying that the job was not made right, but the first lenses he received, tact 40 [redacted], were lenses designed only for computer use and he could not adapt. yes the second set of lenses are designed more for multiuse. Exceptionally we are offering to replace the progressive lenses the customer is currently wearing with single vision lenses for his computer vision at no charge.As I explained on my first e-mail, customers use different ways to accomplish computer use lenses. we tried a specialty computer lenses and it failed, not because it was incorrectly done but because customer could not adapt to it. We tried a progressive lenses and again customer is complaining because he cannot use it or adapt and wants a computer lenses, but that is what he got with the first set of lenses. We are left as our only option to try a single vision lenses, which again we will be offering it at not charge but customer wants a full refund. We do pay for the lenses that we order and we do not get a credit if the lenses are made right and customer cannot adapt, they offer a one time redo, no questions asked within 60 days, we broke and used this option.As another option to try to please Mr [redacted], I will personally meet with him at a convenient time for both of us and discuss the use of another brand of computer use lenses and I will offer 50% discount on the lenses and at this point if they fail again he will have the opportunity to try another brand at no charge. Again money will not be refunded, but he will be able to try 2 more different styles of lenses, if he needs it to be a computer lenses.Regards[redacted]If Mr [redacted] wants to call me I am at the Chandler store all day Monday and Tuesday ###-###-#### or I if he leaves me a message I will return his call.

I bought sunglasses from Paris Optique two days ago and was aware of their no refund policy (although they match lower prices). I brought the sunglasses to another optical store for them to put my prescriptions in them (and to change them from sunglasses into regular eyeglasses). That store told me that they could have ordered them and used my insurance, which would have brought the price from $295 down to $166. They wrote up a price order for me to present to Paris Optique, asking for assistance with the price in the form of a return or price match. I went back to Paris Optique and was told to speak to [redacted], the owner. I presented my situation and that I am young and that a $150 different is significant. She YELLED at me for almost ten minutes and called me inelegant and said I was trying to rip her off. At the end of the nasty conversation, she told me she would talk to her lab and would try to get them to match the total price offered by the other shop. I would never want her to do the work on my lenses if this is how she treats people. I have never been spoken to like that, and I hope that no one else will have that experience again. She was condescending, rude, critical, belittling and almost made me cry. I do not believe this type of behavior should be accepted.