Select Eyewear of Coon Rapids

Initial Business Response /* (1000, 9, 2015/09/18) */
I have responses from the 3 staff members that have worked with Ms. [redacted].
Colleen: Optician & manager, Innovative Eyewear (25+ years experience)
On May 7th, 2015 [redacted] purchased eyeglasses from me at Innovative Eyewear. She...

asked if we could do her type of lenses. I said yes. She picked out a new frame, I took all the measurements & sent it off to the lab that day. I received the glasses from the lab on 5/14 & called to inform [redacted] . She picked them up on 5/15. I fitted them and she said she was going to try them in the morning. She called back about the 5/21 or 2 and said she needed to have them adjusted. I made some adjustments to her frame and double checked her prescription and everything was correct.
She came back about a week later and said that the frame was just too big. The frame came in a smaller size so I ordered it which took the customary 7-10 days to receive from the manufacturer. I sent it to our lab. When the glasses arrived back from our lab I called [redacted] and she said she was very busy but would stop in soon to pick them up. When she picked them up I adjusted them and she again said she was going to try them 1st thing in the morning.
She came in on 6/23/2015 saying she really did not like this frame. I said, no problem, she could choose a different one. She picked out a new frame but didn't like the color so we had to order a different color. It took another 7-10 days to receive the new frame from the manufacturer and I again sent it to the lab. On July 15th I called [redacted] to let her know the glasses were ready for pick up. She was very busy again and would stop in when she could. She picked them up on the 22nd and I made the required adjustments and she said she really liked this pair. She called the next day to tell me that there was no transition in them. I called lab asap and apologized for the mistake. She came back to get new lenses. I inserted them into here frame. At that time she said that they were blurry on the side and was going to try it. Came back and said she could not see out of them. I checked everything again and it was made correctly according to the prescription she brought in from her doctor. She asked about a refund and I showed her our refund policy which is posted in writing on the front counter in the store. She was not happy with this and said she wanted the owners phone number. I give her Shannon's number at Select Eyecare in Monticello as per our protocol. She left and never said anything about scratched lenses and I did not see any scratches on the lenses. I was in contact with Shannon and faxed [redacted]'s chart to her. I had repeatedly suggested to [redacted] that she go back to her eye doctor and have them re-examine her eyes to make sure the prescription they gave her is correct. To my knowledge she has not done this.
Upon reviewing her chart there is a long history going back to 2004 of similar situations. [redacted] also stated she formally worked at Innovative Eyewear which is incorrect. She worked for West Metro Ophthamology several years ago when Innovative Eyewear and West Metro were owned by the same people but were separate businesses.
Shannon: Optician & Manager (20+years experience)
Mid August I received a phone call from [redacted] regarding glasses she purchased from Innovative Eyewear in May 2015. Her chief complaint was that she could not see out of her new glasses and wanted a refund. I explained our NO refund policy to her which I personally posted up at Innovative Eyewear in June 2014. [redacted] then said that she found out where the previous owner, Margaret [redacted] worked and went to see her and had her check the glasses to see if they were made correctly. [redacted] said "Margaret said the prescription in the glasses in not correct." [redacted] also shared this with Colleen. Colleen has been an optician for 25+ years. She measured the glasses and they are spot on according to the prescription [redacted] brought in from her doctor. We contacted the previous owners and they said they have not been in contact with [redacted] in years.
[redacted] said if you won't give me a refund, I want the glasses remade. I said "remade to what?" There is nothing wrong with your glasses. We have remade your glasses twice. 1st to switch to a smaller size and 2nd to a different frame. We went above and beyond our remake policy. [redacted] then stated that she was going to contact an attorney. I then reminded her of the eye exam appointment that she personally came in and scheduled which was for January 19, 2015. She didn't show up for the appointment which she then denied making and also denied receiving a reminder call which I personally made to her. Later stated that she called and canceled that appointment that day. I am the only one who worked on January 19th and no one called or left a message to cancel this appointment.
[redacted] then proceeded to tell me again that she was going to contact an attorney. She also said that she knows a lot of people in Buffalo and is going to tell them not to do business with Innovative Eyewear. I told her "threatening me ins't going to get you a refund"
Jacquie: Optican (25+ years experience)
Received call at Marsh Optical from [redacted]. She asked to talk to Jane, the owner who was not in that day. [redacted] asked for Jane's cell phone number and I informed her that I was not allowed to give out personal information like that. I asked if there was anything I could help her with. She said she purchased glasses from Innovative Eyewear and was not able to see out of them, that they were fuzzy around the edges. I explained how progressive lenses work, that they are clearest through the center of the lens and they are fuzzy at the edges. That is the nature of ALL progressive lenses. I told her that I would be happy to help her any way I could. She knew I worked at the Anoka location and that was too far from her home. I told her that I worked at the Monticello location on Wednesdays and she could come and see me then. The following Wednesday [redacted] was at the Monticello location at 9 am. I checked her prescription to make sure it was made correctly and checked the measurements and adjustment. I noticed small scratches and pointed them out to her (as is the normal procedure) so she would know I did not scratch her lenses. Everything checked out perfectly. I made a minor adjustment. I compared her new glasses to the ones she had made 8 years ago and noticed there were the very same scratches on these lenses. I pointed this out to [redacted] as this is not typical, but we do see it from time to time. This can happen for a variety of reasons, for instance attaching a sun clip, material used to clean glasses, how they clean the glasses, putting them in the case a certain way or how/where they are stored when not being worn etc. I also told her that she needed to wear the new ones without switching back to the old ones even if the prescription hasn't changed.some
In conclusion, I feel we had done everything possible to remedy this situation. We have made these glasses 4 times. The original pair she thought were too big so we remade them to a smaller size. 3rd pair she just didn't like the frame, so we remade them with a different frame. The 4th pair of lenses was our error as their was no transition and this was not the fault of the patient. Four opticians with 20+ years experience in this industry have checked, re-checked and re-checked the prescription in these glasses. They are made correct according to the prescription [redacted] brought in to us. We have re-checked measurements and adjustments. We have matched materials and base curves of her previous pair. There is nothing wrong with these glasses. When they left Innovative Eyewear they were in perfect condition with no scratches. They are now scratched but not due to any defect in the lenses or the coatings. Ms. [redacted] has been advised to go back to her eye doctor to have them re-check the prescription as this sometimes needs to be tweaked. She has not had the doctor re-check her vision to make sure the prescription she was given is correct. We have explained to Ms. [redacted] the way progressive lenses work. They will not be clear at the edges. This is the nature of ALL progressive lenses. She claims there are marking in her lenses. There are markings in the progressive lenses. There are 2: the add power & the other is the marking where the progression starts in the lens. Again, these are in ALL progressive lenses. Our policy states no refund. If we have made the lenses wrong we will correct it, but only if they are incorrect. Our policy states we will remake the lenses if a patient is unhappy with THEIR frame choice, ONE TIME. We have done this TWICE for Ms. [redacted]. We will not issue a refund because we have made the glasses to the correct prescription and measurements.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 2/12/2015 I went to VisionWorks in Elk River and had a eye exam with Dr. William [redacted]. On 04/06/2015 I went to have another Eye exam at Cornea and Contact Lens in Edina.
So why would I need to go and have another Eye Exam. I had 2
I had told Colleen at Innovative Eyewear that I worked for West Metro Ophthmology and helped Margaret in the Optical side when she needed help. On both sets of lens around the outside there is a half of a moon deep marking and it looks like it is a marking that an optician would make to measure the lens or the lab made the deep marking in the lens.
I did tell Colleen that around the outside of the lens that it was fuzzy and blurry and I could not see out of either one. I told Shannon that I work for a Attorney and he said that Innovative Eyewear should refund my money back. At Innovative Eyewear there was not a No Refund Sign up in the store until I stared to complain about my lens and frames. I have a witness to that and she works next door at West Metro Opthalmology. I did not even wear the sun clip and why would I when I could not drive or see out of the lens. Colleen at Innovative Eyewear told me that she did not agree with the No Refund Policy that Innovative Eyewear put in place. If I can not wear the glasses I am entitled to get my money back. Colleen told me also that it does not cost Innovative any money to send anything back to the lab to have remade. I own a business plus I work for a attorney and I am a very busy person so when Colleen would call and tell me that my glasses were in I could not leave work to go and pick them up. Colleen gave me Jane's phone number and told me to contact her about my glasses. When I spoke with Jane she told me that she did not want to talk to me because I choose the route of contacting the Revdex.com. I have paid $801.98 dollars for this pair of glasses that do me no good because of the deep marking that were put in both pair of lens. Colleen at Innovative Eyewear in Buffalo did not want to work with me to solve whatever their mistake was all she wanted was the money to make a sale. I was not going to pay for a third Eye exam. I want a REFUND because I can not wear the glasses.
Final Business Response /* (1000, 15, 2015/10/05) */
I received a phone call from another optometrist in Buffalo who stated [redacted] had come to him for another exam and the prescription was different from the prescription she brought in to us. I find it curious that after hearing from us multiple times, that she needed to have the prescription re-checked she all of a sudden went and did that and then purchased glasses from them. Had she done this when we advised her to do so long ago, we could have avoided this whole situation. Unfortunately, we cannot make someone go back and see the optometrist to re-check the prescription.
Innovative Eyewear has gone above and beyond to satisfy the customer, going beyond our written policies. We have made every attempt to comply with her wishes, including changing frames multiple times. The glasses we made for her were 100% correct according to the prescription she brought in to us. Since the most recent prescription is different from the prescription she brought in to us, the most logical explanation for her not being able to see out of the glasses we made, would be because of the prescription was incorrect to begin with. This is not an uncommon thing to happen as we have explained to [redacted] and it is then necessary to go back and have them re-check the prescription. [redacted] refused to do that leaving us no way to correct anything. We will not issue a refund of any kind.

9-19-2016 [redacted] purchased glasses, the total was $882.30. dispensed the glasses on 10/5/2016 she was in approximately four times throughout the last 10 months to have them adjusted she loved the frame, however she wasn't crazy about the weight of the frame. [redacted] came back for...

adjustments on the frame. She did at that time mentioned that she was dissatisfied with the weight of the frame. [redacted] came in on May 9th 2017 with her daughter because the transition was bubbling and at that time she said she was not happy with the frame I said that's perfectly fine why don't we pick out a new frame so I had she pick out a frame that was not as heavy and we remade the lenses under warranty due to the defect in the transition lens. On May 18th 17  I  dispensed the new glasses to [redacted] and she absolutely loved the frame and the new lenses.  May 31st 2017 [redacted] and her daughter Janice were in because she thought that the transition was bubbling again, I cleaned them with a little Dawn soap and water.  I looked at them and had her and her daughter look at the glasses, there was no bubbling of the lenses so I talked with her told her that I wanted to make things were good for  and at that time then I made some adjustments and I put the glasses on her again then she said they were still a little loose so I did a few more adjustments. When I originally looked at the lenses it look like her tears left marks on her lenses I showed both of them how  nice and clean they were, when I went to take off the glasses again to adjust them a bit more I noticed that the lenses at the bottom already had a film on it and I showed Rhonda. She said that she puts lotion on her face everyday.  So that is why it looks like the lenses are bubbling when actually its dried tears and lotion that are leaving a film on the lenses.  I told her to wash them with soap and water because then that would cut the lotion grease off her lenses and keep them cleaner for a longer.