Rapp Optical Reviews (%countItem)
Rapp Optical Rating
Address: 788 College St, Toronto, Ontario, Canada, M6G 1C6
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Address: 788 College St, Toronto, Ontario, Canada, M6G 1C6
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I purchased a pair of glasses on August 13,2017 for C$748.00, I indicated that I was not sure the prescription that I had been provided the previous week was correct ~-1.00., and that I needed to verify the prescription. I was provided with the printed credit card transaction. No printed receipt or information regarding return policy were provided or communicated at any point in time. The frame stayed in the possession of the store (and still are). I have historically had a very strong prescription > ***. I had cataract surgery which included a replacement lens in the right about 6 weeks earlier. The second check determined that I do not require prescription lenses any more. I do not have to wear glasses, not even to drive. I called my credit card company to find out how to best approach this. They indicated that I should check the policy. So I checked the store website, www. rapplimited.com to see what their policy was. The site does not provide any indication of policy pertaining to sales/refunds and the communication thereof. I subsequently sent an email on August 28, 2017 to inquire, it states in the email of 29 August 2017: " For frames there is a 1 year warranty against any manufacturers defect; void if lenses are not edged at Rapp. There is no warranty on sale mechandise. Custom lenses: 2 year warranty against manufacturers defects. There is no exchange. refunds on eyewear purchases." it did not provide any indication of how this policy would be communicated. So on September 10, 2017, I went to the store and I explained to the store owner what my problem was, she indicated she was busy with a customer and that I needed to talk with an assistant. I re-explained my problem (not needing any spectacles anymore, to the assistant, who indicated that this was not something she could make a decision about. She then indicated that I might be able to get a store credit. I explained that since I do not need any spectacles any more and that I was wearing a pair of non-prescription sunglasses already. And realistically, I would likely have to buy 4 or more pairs before the amount paid (store credit) would be reached and that I am moving to another part of the country, so that it would not be practicable. She then suggested I can give it to someone else. However, I am only in Toronto for a time-limited assignment, travel >35% of the time for work and as a result have no close friends here to give it to. I asked the assistant to escalate to the owner. She indicated that she would and that they would get back to me. To date, I have not heard anything back. I am again travelling for work this week so out of town and unable to visit the store.
Since I do not need prescription spectacles any longer, and have non-prescription sunglasses already. As I have had to wear prescription glasses since the age of 6 I am not inclined to voluntarily wear them. In addition, I will be moving in the next 2 or so months to another part of Canada. So I am requesting a full refund. The spectacles have been in possession of the store the entire time and thus could be shown and sold. The store has approximately 8000 frames in stock, so one additional one represents 0.0012% of the inventory.
1 Our NO EXCHANGE/NO REFUND POLICY was created many years ago because it represents a FAIR interaction between the consumer and our store.
2 On our part, we offer a huge inventory of beautiful frames, probably one of the largest inventories in Canada, and we expend a considerable amount of effort, time and expertise in helping clients find the appropriate prescription eyewear. The average selection process involves at least -2- visits to our store, and 1-2 hours of time per visit.
3 With the above remarks now clearly stated, the cost of our service is the time, expertise and inventory required to help the client select a frame, including consultation on their prescription lenses. Our efforts are sincere in helping each client find both appropriate eyewear AND finding the best visual solution for each client's prescription and needs.
¬¬¬¬¬ 4 We have a posted sign in the store stating our NO REFUND policy, and our NO REFUND policy is also printed on the receipt.
5 We do not use hard-sell tactics, and the choice to purchase rests squarely with the consumer if they feel that they have been given the appropriate level of service from our staff.
6 We did nothing wrong during the interaction with *** that would cause a complaint of wrongdoing. We fulfilled our obligation towards her with the best of intention towards her.
My staff did a lot of work advising *** on both the frame purchase as well as the prescription lens purchase. *** and our staff discussed her prescription, and the fact that she had 2 different lens prescriptions. We prepared a subjective response "trial set" to confirm both prescriptions in order to determine her preference. The TIME required to consult with clients cannot be RETURNED to inventory, nor is there a quantifiable value that we can place on our service and time. Therefore, our NO EXCHANGE/NO REFUND POLICY is a fair policy for both client and store.
Our intention is to provide beautiful eyewear, great vision, and have happy clients. In this particular case, we have indeed provided beautiful eyewear, and we have advised appropriately regarding ***'s prescription. Unfortunately, this client is unhappy about her decision to purchase.
*** was informed of our NO REFUND policy BOTH times that she asked for a refund.
In the interest good customer relations, I am attempting a win:win solution for ***'s sudden and unexpected demand for refund. I will offer her a concession to our policy with the following 2 options:
1 *** may exchange her purchase for any other item in our shop.
If she decides to exercise this option, and if she chooses a less expensive item, then she will have a store credit for the cost difference. If she chooses a higher valued item, then that cost difference will will be charged.
2 *** may transfer the amount that she has paid as a store credit for some future date, or, she can transfer that credit to someone else.
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However, *** may decide to keep the beautiful frame and use it for various applications such as sunglasses, readers, or dedicated computer eyewear. She can decide to allow us to dispense her prescription, or, alternatively, she can take the frame to any other optical dispenser.
If *** wishes to speak directly to me, I am happy to do so. It will not change my position on our policy nor the concessions offered, however perhaps a verbal explanation will be required if this written correspondence in unable to convey its message.
*** Optician
Rapp Optical