Romanelli Optix, LLC

Thank you for contacting us to clarify the circumstances surrounding the eyeglass sale to [redacted] on May, We acknowledge the fact that Ms [redacted] requested a full refund on her purchase however, due to the customization of our products, our store has fixed policies in place that do not allow for refundsWe are happy to issue in store credit or make exchanges for our clientsThe store policies are displayed and visible both on the store counter and the receipts that we provide to our clients As you understand, we are a small business that is trying to survive in this rough economyCredit card processing companies charge us fixed amounts of money for transactions; we get charged for refunding money as wellIn addition, we had to cover the costs of the custom-manufactured prescription digital lenses imposed on us by the wholesale labIt is very hard to absorb those charges for a small business like oursAlso, our products are so unique and exclusive that we lose an opportunity to sell them to other people if a client changes his or her mindEven though this is against our policy to accept products back, we will make an exception for Ms [redacted] and refund her money with the exception of the ten percent transaction feesThis option was offered to Ms [redacted] initially Romanelli Optix is known in the Kansas City Metropolitan Area for custom, unique products, exceptional customer service, and in-depth knowledge of the optical professionIt is a very rare occasion when circumstances like this ariseWe can also assure that Ms [redacted] was respected and served at the highest level of customer service Regards, Romanelli Optix

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: pt pt / [redacted] Style Definitions */ 10/24/ Complaint: [redacted] I am rejecting this response because: I never ordered any glasses or lensesNor were any ever received After I found out that they charged my card late Friday without my permission, I asked for the charged to be removed Saturday morning as soon as someone answered the phoneI had also emailed and faxed before thatThe lenses could not have been made because this was Saturday and the Lab is closed on Saturday and SundayThe credit card company representative told me and the owner, [redacted] when I called them from the store, that the charge was pending, had not been processed and would be reversed if he issued a credit that dayThe card company representative said there was no 10% that would be charged to the merchant and not to pay itLater, Romanelli told my charge card company that I was in possession of the glasses they charged and not to charge back I could not see what the clerk asked me stop and sign because I was not wearing my glassesThey had my glassesThe owner distracted me by talking and having me wear only frames so his clerk could take my charge cardWhen the clerk asked me to sign, it was after the owner asked me if I liked the frames I was wearingWhen I said yes, the clerk appeared to my side and said, "Then sign here." The paper was disguised, so it did not look like a charge formThe owner kept me distracted by asking me questions while I signed something I told them both, at lest twice, "I am so confusedI am not ready to order I needed time to think." We had not even discussed the lenses in any detailThey never gave me a receipt or wrote an order I was shocked to find out they had charged my cardThe owner told me I had to come back in the store to get a creditWhen I got there he wanted 10%He never offered a store credit Why would I want to buy anything from someone like that? He lied to me and about me They do not list any prices anywhere or even give the same price twice There was never any mention of a no refund policy and no sign visible! Regards, [redacted] * [redacted] l

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
10/24/
Complaint: [redacted]
I am rejecting this response because:
I never ordered any glasses or lensesNor were
any ever received After I found out that they charged my card late
Friday without my permission, I asked for the charged to be removed Saturday
morning as soon as someone answered the phoneI had also emailed and faxed
before thatThe lenses could not have been made because this was Saturday and
the Lab is closed on Saturday and SundayThe credit card company
representative told me and the owner, [redacted] when I called them from the store,
that the charge was pending, had not been processed and would be reversed if he
issued a credit that dayThe card company representative said there was no 10%
that would be charged to the merchant and not to pay itLater, Romanelli
told my charge card company that I was in possession of the glasses they
charged and not to charge back.
I could not see what the clerk asked me stop and
sign because I was not wearing my glassesThey had my glassesThe owner
distracted me by talking and having me wear only frames so his clerk could take
my charge cardWhen the clerk asked me to sign, it was after the owner asked
me if I liked the frames I was wearingWhen I said yes, the clerk appeared to
my side and said, "Then sign here." The paper was disguised, so
it did not look like a charge formThe owner kept me distracted by asking me
questions while I signed something.
I told them both, at lest twice, "I am
so confusedI am not ready to order I needed time to think." We
had not even discussed the lenses in any detailThey never gave me a receipt
or wrote an order.
I was shocked to find out they had charged my
card. The owner told me I had to come back in the store to get a
creditWhen I got there he wanted 10%He never offered a store credit
Why would I want to buy anything from someone like that? He
lied to me and about me They do not list any prices anywhere or even
give the same price twice
There was never any mention of a no refund policy
and no sign visible!
Regards,
[redacted]l

Thank you for contacting us to clarify the circumstances surrounding the eyeglass sale to [redacted] on May, 16 2014.
 
We acknowledge the fact that Ms. [redacted] requested a full refund on her purchase however, due to the customization of our products, our store has fixed policies in place...

that do not allow for refunds. We are happy to issue in store credit or make exchanges for our clients. The store policies are displayed and visible both on the store counter and the receipts that we provide to our clients.
As you understand, we are a small business that is trying to survive in this rough economy. Credit card processing companies charge us fixed amounts of money for transactions; we get charged for refunding money as well. In addition, we had to cover the costs of the custom-manufactured prescription digital lenses imposed on us by the wholesale lab. It is very hard to absorb those charges for a small business like ours. Also, our products are so unique and exclusive that we lose an opportunity to sell them to other people if a client changes his or her mind. Even though this is against our policy to accept products back, we will make an exception for Ms. [redacted] and refund her money with the exception of the ten percent transaction fees. This option was offered to Ms. [redacted] initially.
Romanelli Optix is known in the Kansas City Metropolitan Area for custom, unique products, exceptional customer service, and in-depth knowledge of the optical profession. It is a very rare occasion when circumstances like this arise. We can also assure that Ms. [redacted] was respected and served at the highest level of customer service.
 
Regards,
 
Romanelli Optix.