Physicians Optical Services Ltd

Review: On July 3, 2013 I visited Physicians Optical Services in [redacted], VA with

the intention of purchasing two pairs of glasses. There I met with [redacted]. I took

my reading glasses out of their case for and told him that I wanted to get a matching

pair of glasses just like them, with the same type of rimless frames and a new prescription;

then my current reading glasses would become my backup pair. He said that they would

cost $135 and I agreed. He then wrote up the order.

I then brought out my computer glasses. I told [redacted] that I would also like get

a new pair of computer glasses in the same rimless frame style as my reading

glasses, also with a new prescription; then my current pair would become my backup pair.

He suggested that I get the anti-glare coating and I agreed (the coating would cost

something like $385). I said that I would order them when I picked up my reading glasses.

I started to put the glasses away and [redacted] said to leave the reading glasses out.

I asked if I should put them back in their case and he said no, that he would put them in

a tray. I hadn't expected this, but I thought he might need them to find matching

frames.

I was called the following week to pick up my new glasses. I went in on July 11 and met

with [redacted]. She showed me the new glasses and I asked her where the old glasses were.

She said they were in a tray and that she would get them. What she brought out

was a tray with 2 lenses in a small plastic bag. I asked her where the frames were and

she said that they had been used for the new prescription. I was shocked.

Then I repeated to [redacted] exactly what I'd said to [redacted], and she said that she understood

what I'd wanted. She didn't know what had happened. I had been very explicit with [redacted] and he

hadn't heard a word I'd said.

She quickly left the room and came back about 10 minutes later. She had gone into a work room

and hastily removed the new lenses and replaced them with the original lenses. She then told me

that my rimless frames were very old and no longer available. But she would search for a

comparable style and call me later. I took my reading glasses and left.

[redacted] called me later that day with a suggestion for new frames and I agreed to the order.

The following day I put on my reading glasses and noticed that the right lens had been scratched.

These are my favorite reading glasses and were in pristine condition before my visit to Physicians Optical.

I returned to Physicians Optical on July 15 to pick up my new glasses. I pointed out to [redacted]

that the right lens of my original pair had been scratched. She saw it too, but denied

having done it. I don't know who did it, but the glasses weren't scratched when I brought them in.

I never intended to leave them there and only did so because [redacted] had said to. And he had refused

to take the protective case. The glasses were out of my possession for a week and there was ample

opportunity to scratch them. They sat exposed in a tray for who knows how long, and the lenses were

removed and replaced 4 times.

Before I left [redacted] said that she would tell her manager about the scratch. If she did, then he chose

to ignore it, and if she didn't, shame on her. I've heard nothing further from them. Physicians

Optical made a $504 sale and I'm still looking for a backup pair of reading glasses. My experience

there was very unpleasant and I feel as though I've been cheated. If they can't repair the scratch

then they should replace the lens.Desired Settlement: Repair or replacement of scratched lens.

Business

Response:

To: [redacted], Revdex.com From: [redacted]. [redacted], Office Manager Physicians Optical Services, Ltd. Re: Service Complaint from [redacted] Revdex.com Acct. # [redacted] I have received **. [redacted]'s complaint and reviewed the circumstances surrounding the dates of service. After discussing the events with my staff we have discovered that customer care servicing can suffer from communication misunderstandings. On the original purchase date of July 3, 2013, [redacted] offered the patient the opportunity to purchase a new frame as well as other lens coating features. **. [redacted] decided to purchase one pair of polycarbonate lenses without any additional coatings and he declined the opportunity to purchase a frame. **. [redacted]'s dated receipt reflects only his lens purchase during his encounter with [redacted]. On July 11, 2013 **. [redacted] came into the dispensary to receive his new prescription (new lenses only) which were inserted into his existing frame. Upon dispensing his order, [redacted] encountered a highly animated customer that stated "Where are my new frames? I paid for a new frame and lenses that should be exactly like my existingframes!" [redacted] calmed the patient down, looked-over the receipts, and determined that a miss-understanding had occurred during his original encounter. She apologized for the inconvenience and assured **. [redacted] that she would be happy to assist him. The patient demanded that [redacted] put his old lenses back into his frame as he continued to loudly verbalize his displeasure with his original encounter: This happened in front of patients that were waiting to see the doctors. [redacted] returned **. [redacted]’s eyewear to him and proceeded to offer a solution to his need for an additional pair of reading glasses. She researched the availability of a new frame-exactly like his old frame and found that it was no longer being made. Before **. [redacted] left the dispensary, [redacted] said she would find something suitable and would notify him before she left for the day. She continued to search for a compatible frame which would satisfy this patients’ needs and was successful. [redacted] also asked me if we could offer a frame discount to **. [redacted] before she called him. **. [redacted] agreed to the price of the new frame and [redacted] proceeded to order the frame for him. On July 15, 2013 **. [redacted] came into the dispensary to receive his new frame and (the) new lenses. [redacted] said she was happy to see him and dispensed his new eyewear. Before **. [redacted] left, he asked her if she could see anything wrong with his old pair of lenses. She noticed normal wear-and-tare of lenses that are used on a daily basis. Please note: [redacted] documented the July 15th encounter in the patient’s profile and we are including his statement in this response letter: **. [redacted] admitted to [redacted] on July 15th that his old lenses were six years old. **. [redacted] wanted to continue the discussion about compensation for his old lenses which; unfortunately, was out of [redacted]'s realm of assignments. [redacted] did tell him that she would let **. [redacted] know of his displeasure and that (he) **. [redacted] could contact **. [redacted] by the phone number provided on his receipts. I would like to conclude this letter by offering **. [redacted] a complimentary Right lens (the lens that he believes was damaged at our dispensary) in the same material and pattern style which will match the left lens of his original pair of glasses. Sincerely, [redacted]. [redacted]Office ManagerPhysicians Optical ServicesDivision of Northern Virginia Ophthalmology Associates, PCOffice ###-###-####Fax ###-###-####