SF Optical Corp.

Review: My partner and I visited Macy’s Vision Express at 4 PM on Sunday, December [redacted]. We both had eye appointments. We had an extremely poor experience that resulted in one of us not being seen at all and the other one leaving without any prescription.

Upon entering the space, we noticed that it was rather disorganized, not busy, and that the front staff was not very professional. There were two men working the front office. One was dressed in jeans and a green hoodie and both did not have nametags on.

My partner went back for his appointment and I waited out in the office. During this time I overhead the one staff member (in the green hoodie) repeatedly complaining about getting his lunch. I then heard the other staff member ask him about why he was wearing jeans. The green hoodie guy said he’d been around for a while and could do what he liked.

When my partner finished his appointment, he came out to discuss getting his contacts. The green hoodie guy told us it would be $95 dollars even though our insurance says it is only $14 (my partner is an EMT with the city of New York). We went back and forth with him a few times, and he told us we could use one of the computers in the office to lookup our benefits. My partner got on the computer and found the green hoodie guy’s Facebook page up on the screen. When he noticed, he said, “oh yeah, it gets boring in here on Sunday.”

My partner quickly found our benefits with prices listed and printed them for him. The prices were what we told him ($14 and not $95). He took the print out and went to the back for a few minutes. Then came out and said, he would charge us $95 and would ask his manager on Tuesday when he was there and fix the price then if necessary. We said, no, we aren’t paying $95 when that’s not the price. He repeatedly told us he does this all the time and he knows the price and always charges people $95. This whole time he’s not providing any documentation to show us how that is what our insurance says. In fact all the documentation (which we provided) is showing that he is wrong.

The entire time, the staff member was very unprofessional, argumentative, and could provide no proof that he was right. We told him that we would just leave then and not take the prescription and that I would not see the [redacted] at all. Before we left, we asked for his name (since he wasn’t wearing a nametag). He refused to tell us. We asked him about five times and he kept telling us that it wasn’t our business and he wasn’t going to tell us and that we could call him anything we wanted. He then told us to “ [redacted] off.” I then asked his coworker what the green hoodie guy’s name was and he also refused to give it to us.

We left the vision area and found a Macy’s manager named Tamara Walter (I believe that is what she said her last name was). She was very nice and took us back into the Vision Express. She spoke with the man in the green hoodie. He was unprofessional with her as well and admitted to telling us to “ [redacted] off.” We explained to the manager that we would not be doing any more business with Macy’s vision area, but that we were extremely blown away by the unprofessionalism and rudeness of the staff in the vision center and that the man in the green hoodie has no business working for Macy’s. She told us that she would contact his direct manager and explain the situation.

We wanted to research out to Macy’s to make sure something is done about this situation and the level of professionalism of the staff.

Sincerely,

[redacted]Desired Settlement: I do not believe someone who conducts themselves in this manor should be employed by Macy's or any company it contracts services out to.

Consumer

Response:

I received a phone call from the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had an eye exam at Vision Express at Macys on 8/**/13 and was given a prescription for eyeglasses which cost $373, which I paid with my MasterCard. I was diagnosed as having cataracts and should not have requested to have the prescription filled until after removal of the cataracts. Two days after my exam when I realized the folly of what I did, I called Vision Express at Macy's to cancel the order because the possibility existed that I would not need glasses after the surgery and,if I did,that prescription would not be relevant after surgery. I followed with a visit to the store four days after my first visit to complete the cancellation. However, Vision Express refused to cancel the order. My receipt stated that refund or exchange would be made 90 days after receipt of the item on presentation of the original receipt. I did not receive the item because it was not made. I did not see touch, handle or try on these glasses and yet the manager refused to refund my money. I do not have $373 to throw away and I would appreciate return of my money. I need my money to purchase new glasses after eye surgery. It is stressful enough to have eye surgery. I do not need additional stress. I am a retiree on a fixed income. I paid my money in good faith and I would like to have it returned in good faith. Thank you for your attention to this matter.Desired Settlement: I would like to have this matter resolved as expeditiously as possible. My eyes are getting worse as I await resolution of this matter.I am not causing any harm to this company's business. However, they are affecting the health of my eyes. This is my most precious possession.I thank you for your consideration of this matter and await the favorable resolution of this matter.

Business

Response:

Dear [redacted],

[redacted] was seen in our office for a comprehensive eye exam. She was educated on all of her options to improve her vision. She elected to have glasses made with her new prescription. We then fabricated custom-made multifocal lenses for her unique prescription.

Days later, when lenses had already been completed, she expressed concern about her prescription possibly changing, should she elect to have surgery done. She was reassured that if the prescription changes, we will update the lenses for her at no additional charge.

To this day she has not picked up her glasses. They have been sitting here for months. These lenses were made with specific measurements for both her eyes and the size and shape of the frame she picked. The lenses cannot be returned to the lab. This is why we offered her (as a second option) a refund on the frame and a store cred it for the lenses.

Although we have tried to accommodate her in several ways, it seems she is still not satisfied. Therefore, [redacted] can come in Tuesday- Friday 9AM-4PM or Saturday 10AM-4PM for a refund for her frame and lenses.

Please call to let the manager know when she will be in.

Sincerely, Management

Macy's Vision Express

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,