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Personal Preference Reviews (2)

Good morning, I'm writing in response to a complaint filed by a patient, [redacted] on 8/09/2016. [redacted] is a brand new patient to Hayden Optometric, as of July 26, 2016.  [redacted] received  a top quality eye exam with state of the art technology.  Upon receiving her...

prescription from Dr. [redacted], she opted to purchase her frames and lenses from us.  [redacted] chose to purchase a designer [redacted] frame which was $229, and based on her prescription, she wears progressives.  The lenses that were ordered for her frame were [redacted] lenses.  These are top quality digitally processed progressive lenses, costing $125/lens.  [redacted]'s total purchase was $479 before we gave her 20% off since she did not have a vision plan that covered any hardware (a courtesy discount offered by Dr. [redacted]).  Her net cost was $383.   The day after [redacted] made her purchase, she had a little bit of buyer's remorse and wanted us to cancel her order.  Unfortunately, her glasses were in production with our lab and we were assessed fees for mailing the frame, handling, cutting and ordering the lenses.   In [redacted]'s letter, she stated that she was never given a policy, which she did not ask to see and she is correct, it is not "posted" anywhere.  The policy is a written policy that Hayden Optometric does have in place, as we have been in business since 1993.  We cannot afford to make changes with our labs when patients simply change their mind because, as [redacted] stated in her letter, "she found cheaper" somewhere else.  We pride ourselves on our professionalism, quality of service, technology, and the most thorough of eye exams.  As a Small Business, single doctor practice, it is tough to keep up with the corporate giants.  We do unfortunately, have to instill fees for situations like this.  [redacted] ordered "custom" lenses.  We have no use for these in the future as they are HER prescription, and we are simply stuck with them.   Each patient is a case by case situation, and the ultimate decision either comes from Dr. [redacted] or myself, the Office Manager.  Unfortunately, we were both out of the office and she had to wait one business day before I refunded her $333.   After charging [redacted] her fee, I did advise her that if she changed her mind, I would apply the $50 fee back towards her frames and lenses. I thought that was fair, rather than just charge her a fee and send her away.   Our philosophy at Hayden Optometric is not what we can't do, but what can we do for you.   I hope this alleviates some of her frustration.   Best regards, [redacted]   [redacted]Office ManagerHayden Optometric[redacted]
[redacted] fax

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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Address: 950 South Lake Blvd., Mahopac, New York, United States, 10541

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