Pompano Truck Stop

Initial Business Response /* (1000, 8, 2017/06/26) */
In regard to Ms.***, she decided she did not want to choose frames from our value collectionShe decided to purchase from our regular eye wear selection with a by one complete pair get the second freeWe have posted in several areas as
well as her original receipt that we have a no refund policy based on the fact that all eye wear is custom madeHer eye wear is completed and ready for pickup at her convenienceIn regard to the time taken to complete this job, based on her prescription it took a couple of additional days as we did not stock the lenses that fit her vision needs and had to order them
Initial Consumer Rebuttal /* (3000, 10, 2017/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I requested the refund, I was told it was posted on my receipt that no refunds were issuedWhen I asked her to point it out on the receipt, she couldn'tIt wasn't thereWhen I asked where it was posted in the store, she wasn't able to find itShe told me that they couldn't refund me because my glasses were already done, but she came back out and told me they weren't doneFailure on their part all the way around

Initial Business Response /* (1000, 17, 2017/10/26) */
This issue has been resolvedthank you

Initial Business Response /* (1000, 5, 2015/04/14) */
Contact Name and Title: *** Regional Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Mrs***'s prescription for her contacts expires on 08/29/Acuvue is a two week lensIt is under no circumstances a
one week lens and under no circumstances can she sleep in themThat would be an Acuvue Oasys lens onlyThat is not EyeCare Express's guidelines, that is Vistakon's which is the manufacturer of all Acuvue ProductsIts shows in our records that we faxed over the prescription verification to *** and at that point they confirmed only a box supplyMrs*** is more than welcome to come pick up her prescription or we will mail it to her with the August expiration date and she can see what supply they will make available to herWe can only go by the guidelines set for us by our doctor and Vistakon, which is a box supply for an entire year
OFFER:
mail prescription or she is welcome to pick it up
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See attached emails from *** stating provider denied request for lenses on two occasions
Eyecare Express needs to keep better records and not allow their techs to advise on wear of contactsI tried Oasys for about days, this is a daily lens, it was very hard on my eyesI was never told these could be slept inThese are to be thrown out after one day's use, at end of the dayAcuvue has always been told to me by eye doctors since that this may be thrown out after week's wear if you sleep in it, or thrown out after weeks' wear if you take the lenses out at nightTechs at Eyecare Express have never advised any differently, I have spoken to them about this and never been contradictedIf Acuvue has different directions now, this is news to me and Eyecare Express - who has been my eye doctor for a few years now - should have told me this
My prescriptions was NEVER faxed to meEyecare Express needs better record keepingI had to call three different times for this to be faxed with a tech there saying, each time, "our fax isn't working right"Not ONCE did I get a follow up call any time confirming the fax came throughEach time I called, though, I was pressured to buy my lenses through themHealthcare facilities that use fax machines as a means of business should not have a messed up fax machine for over a weekThis shouldn't even happen for a single DAYI've spent years in healthcareThis is not acceptable
Also, if Eyecare Express kept better records, they would know they already mailed my prescription to me
Eyecare Express keeps shoddy records; their techs are clearly mis-advising patients on how to wear lenses; and I want to fill my prescription online with ***.comThanks to ongoing bickering and denying my prescription online with ***.com because they insist I fill my prescription there, I am now on my last week of lenses that are not even correct for my prescription because I've been out of lenses for my right eye for two weeks now
I want to fill my prescription for boxes PER eye - boxes total- with ***.comThat is the only acceptable response I wantThey have lied and kept bad records and push customers to use themClearly
Final Consumer Response /* (3000, 10, 2015/04/27) */
Docs uploaded are the two denials from ***.comFirst email is when I requested boxes per eye like I said in original complaintThey clearly state this was denied by provider (not them)Second email is when I attempted to buy boxes per eye, just like I had talked about with the tech at Eyecare ExpressMinutes after placing the new order with ***.com for boxes per eye, I received that email stating again, DENIED BY PROVIDEREyecare Express is denying the order, not ***.comMore time has been wasted and I need contacts ASAP
At this point and the wasted time I will take one free box for each eye from Eyecare Express and move onI still plan to file a complaint with the Attorney General as that is the starting place for complaints to IN Optometry Board

Initial Business Response /* (1000, 17, 2017/10/26) */
this issue has been resolved a while backThank you

Initial Business Response /* (1000, 18, 2017/10/26) */
We are on a no refund policy and that is stated on the patients receipt.
Initial Consumer Rebuttal /* (3000, 20, 2017/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I waited over 4 months to...

receive my now 29 month old glasses. The glasses I did receive were wrong and had to be sent back several times. I'm not asking for any product back, I just want the money I paid for. After all the time my child went without, my time, and the gas I went through to get answers. I'm only asking for the $49.00 I paid. I ask to speak with the general manager and no one even tried to contact me, this is not how a business is to treat their customers. I hope we can get this resolved in a timely manner. thank you.

Initial Business Response /* (1000, 17, 2017/10/26) */
we have resolved this issue with the patient

Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We have already made and dispensed Mr. [redacted] glasses as of 03/06/16. Unfortunately, as long as the glasses are made correctly and are...

already dispensed, we cannot refund for the custom made product.
OFFER:
There is nothing we can offer Mr. [redacted] at this time.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of March 9 only one pair has been received. They are not correct can see better from old ones. Every time I have called about them never get answers they disconnect me. Have always had one day service before from others this place is too overpriced and don't stand up to their motto.
Final Business Response /* (1000, 18, 2017/10/26) */
This issue has been resolved. thank you .

Initial Business Response /* (1000, 19, 2017/10/26) */
this issue has been resolved thank you
Initial Consumer Rebuttal /* (3000, 21, 2017/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the company's response because I was not given...

sufficient access to my glasses. Before the store closed, I could have been told it was closing that Sunday & I could have made other arrangements to pick up my glasses. Another thing that could have happened is that the company could have left all of the glasses someplace - customer owner identified - & instructions how to pick them up. No such information was left. The co. sent me 1 pair of glasses when I had paid for 3 pair. A local store bought out portions of the EyeCare Express in question, but they didn't acquire all of the glasses that (supposedly) had been made & they didn't receive contact information on the owners of the glasses. So I spent a lot of time going to that company hoping they would find my glasses, but they said they never received my 3rd pr. of glasses. Also, 1 pr. of my glasses are not even complete: one of the lenses doesn't even fit into the frame. So, the co. has ABSOLUTELY not sufficiently completed their responsibility to me as a customer who prepaid in full but never received all they items for which I paid.

Initial Business Response /* (1000, 5, 2017/08/08) */
In regard to Ms. [redacted], at the original time of sale she was quoted a build time of about 20 to 30 days because of her specialized prescription and the fact that they would have to built to specialty specifications. She worked with the locations...

assistant manager for approx 2 hrs choosing frame styles and negotiating pricing, Ms.[redacted] decided to finance by opening a care credit account to use as form of payment. Our companies no refund policy is both clearly posted in store as well as on every receipt that is issued by our system. The reason for this policy is that every pair of prescription eye wear is a custom job. The locations general manager attempted to phone Ms. [redacted] on multiple occasions to speak to her about her order and her concerns and even offered a pair of sunglasses because of the wait time. So far Ms.[redacted] has has not been available by phone and she refused that offer of a complimentary pair of sunglasses. The original date of sale was 7/14/17 and as of today 8/8/17 that job is almost completed and will be delivered in the 30 day time frame barring any unforeseen circumstances.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several falsehoods told in this report by Eyecare Express. Whether they are deliberate lies or misinformation I am extremely disappointed. Firstly, I was never quoted 20 to 30 days as stated. I was told 10-15. I was not told business days, just two week time period. This is what I was expecting as even this time was slightly longer than what I was told at other places for my prescription. When I called in for the first time, the assistant manager on duty apologized and told me it actually was not unusual for them to take 30 days. The third person I talked to, [redacted], apologized and said the company was running late. Three different answers from three different people none of which was what the Revdex.com claim to have told me in their response.
Second, I did spend a long time in the store waiting and getting help. I was pushed into getting a Care Credit card after I mentioned not being able to afford all she was offering. After getting this I was pushed even more strongly into getting two or three pairs of glasses and naively gave in to this bait and switch model as well. I was never once told about the no refund policy. Instead, I told Summer how I specifically chose the store for being local hoping that meant they could help me more. Summer clearly had no background or formal training in glasses as she was not able to recommend good choices for frames with my strong prescription. Instead, I bought a frame that was recommended as way too large for my face and prescription. I was told by Costco after waiting longer than anticipated for these frames, that distortion would ensue from the large frame types. Having a previously difficulty with large frames and not knowing why, I knew this would be an issue. I immediately tried to cancel the order needing frames sooner and not wanting to waste their time and money on frames that would not work. I called everyday for three days talking to four different people, hung up on once, and always mentioning wanting to cancel the order without once being told this wasn't possible. Even when the no refund was eventually admitted it was stated they put it on the receipt but do not tell all their customers of this policy. I understand the reason for this policy, but when I tried to cancel my lenses were not even made. I was even told the glasses would come in a week later instead to take an additional two weeks having just come in. This means all the times I called, talked to [redacted], and [redacted], canceling should have been possible as no glasses had yet been made. I called at least once a day for almost a week and only missed one call from the general manager making this a direct lie. I had to wait often, and even had another also try to help me call with no results. I've asked several times to have the regional manager call me but instead received the worst customer service ever, which I would never expect from a local store. I also never rejected the sunglasses, but have instead frequently thanked [redacted] for her help acknowledging she was doing all she could, but that I still wanted a refund. I also said I still wanted to talk to someone as I understood the regional manager, who could actually do more for my problem. I firmly intend to continue contacting the CEO and whoever else I can to resolve this issue. I was also way overcharged for two pairs of glasses for a place that guarantees the lowest price. Costco has had superior quality, price, and customer service. I went in after this order was already two weeks late and they came in sooner than the frames still waiting at the store, as I clearly stated from the beginning, I did not want, but simply wanted a refund. Again, I have been lied to, ignored, and not responded to. Even if I cannot get my refund I firmly intend to do all I can to make sure a similar situation never happens to my fellow consumers, especially being so lied to as I have been even if your most recent response. I've tried contacting you on Facebook, and other reviews as I am documenting. I have refused nothing and constantly attempted communication from the very beginning. I would like a full refund in order to be a satisfied customer and consider this issue resolved. Thank you to the Revdex.com which will hopefully help resolve this issue and if not protect all future customers.