Pop and Dutch LLC

To whom it may concern: Complaint#*** I am the owner of Custom Color Contacts and responding to a claim from a patient's father, *** ***His daughter was examined in our office years ago for a prosthetic contact lens to help conceal *** presented on her sclera (outer white part
of the eye)A lens was made successfully for this patient (the daughter of *** ***) 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 10/**/and was sent to them on 10/**/15, 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*** *** *** Studio Optix