Site for Sore Eyes

Response:This patient came in to our office on Jan 23, and received a comprehensive eye exam from our doctorI helped her select a frame and discussed all of the different lens optionsShe choose the best quality lenses and upgrades and I billed her [redacted] insuranceShe was offered a free second pair, a $value, which is indeed totally freeIf she wanted to upgrade the second pair to a sunglass, the charge would have been $She decided to wait and see what she wanted to do with her second pair so we extended the time limit for her as a courtesyWhen she picked up her glasses, we made the correct adjustments to her frame to properly fit her face shapeUnfortunately, this caused the temples to curl down further than and the frame did not properly fit in the case provided to us by the frame manufacturerShe came back and we gave her another case at no chargeShe returned a few minutes later because the frame only fit in the case if it sat in a certain way and she wanted it to lay flat in the caseAnother employee helped her and took her over to our case drawers to help her select a third caseShe ended up choosing a soft case, which we also gave her at no chargeI understand her frustration, as this can be a problem we experience with patients with short templesI called the frame manufacturer and asked for shorter temples, but the frame only comes in one temple lengthI also asked if the brand came with size options for the case, which it did notThe manufacturer offered to send us one case from every brand they carry to see if her frame will fit better in any of themWe are certainly happy to take care of any problems our patients might experienceOur goal is to provide the friendliest, most comprehensive customer service to anyone who walks in our doorsI am truly sorry she does not feel that we provided that serviceWe have a one-time redo policy for any reason, so she is more than welcome to come in and select another frame and we will remake her lenses at no chargeI left our patient a message apologizing and let her know that I will do anything I can to resolve this issue[redacted] *** [redacted]

Initial Business Response /* (1000, 7, 2015/12/19) */
This matter has been settled to the customer's satisfactionNo further action is required
Initial Consumer Rebuttal /* (3000, 9, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the
business' response but the issue about the care credit is still pendingI have requested the account to be closed, the charge to be taken off and to have the credit inquiries reversedOnce this is done, I will go back to SSE and pay with a credit card or in cash, using my gift certificate *** gave me to settle this matterI also picked up my new glasses which are fineIt took me about a week to get used to it which seems to be for first time tri-focals but I am happy with the quality*** took a video of my first reaction to the glasses which I found a bit invasive againI would like to be sure this video isn't posted anywhereI am a psychotherapist and don't want any personal information about me posted on the internetI assume he wanted to use it to have proof I liked the glasses but it was too early to tell at this pointAnyways, I appreciated the gift certificateStill, this whole matter caused me a week of trouble to deal with the credit card company as well and this part is still going on but will hopefully be resolved soonThanks, ***

Response:This patient came in to our office on Jan 23, 2016 and received a comprehensive eye exam from our doctor. I helped her select a frame and discussed all of the different lens options. She choose the best quality lenses and upgrades and I billed her [redacted] insurance. She was offered a free...

second pair, a $198 value, which is indeed totally free. If she wanted to upgrade the second pair to a sunglass, the charge would have been $29. She decided to wait and see what she wanted to do with her second pair so we extended the time limit for her as a courtesy. When she picked up her glasses, we made the correct adjustments to her frame to properly fit her face shape. Unfortunately, this caused the temples to curl down further than normal and the frame did not properly fit in the case provided to us by the frame manufacturer. She came back and we gave her another case at no charge. She returned a few minutes later because the frame only fit in the case if it sat in a certain way and she wanted it to lay flat in the case. Another employee helped her and took her over to our case drawers to help her select a third case. She ended up choosing a soft case, which we also gave her at no charge. I understand her frustration, as this can be a problem we experience with patients with short temples. I called the frame manufacturer and asked for shorter temples, but the frame only comes in one temple length. I also asked if the brand came with size options for the case, which it did not. The manufacturer offered to send us one case from every brand they carry to see if her frame will fit better in any of them. We are certainly happy to take care of any problems our patients might experience. Our goal is to provide the friendliest, most comprehensive customer service to anyone who walks in our doors. I am truly sorry she does not feel that we provided that service. We have a one-time redo policy for any reason, so she is more than welcome to come in and select another frame and we will remake her lenses at no charge. I left our patient a message apologizing and let her know that I will do anything I can to resolve this issue.[redacted]

Review: I replied to an ad of "Site for Sore Eyes" stating a $69.00 comprehensive eye exam with 50% off frames plus, 2nd pair free. I called to inquire if their organization accepted my school district coverage, [redacted] , and was told that my plan was on their approved list. So I made an appointment for an eye exam for January 23, 2016. At that time I had a quick minimal exam and selected a designer frame along with the lens. The bill came out to a $1,107.00. I was charged $579.20 and told that my vision care plan would cover the $527.80 balance. When I picked up my glasses, I wore them home. As I took them off to put them into the accompanying case, I discovered that the eyeglasses didn't even fit into the case. On February 12,2016, I went back Site for Sore Eyes to see if an appropriate, proper matching case could be issued to me in exchange for the ill fitted case they issued to me. At that time, one employee blamed me for the adjustment the store had to make when fitting me for the frame and rudely gave me a miscellaneous frame, which also did not fit. I returned for another try with little improvement. Disappointed, I found quality, professional service to be lacking at such a costly price. In addition, needless to say :"2nd pair Free" would have been from at least $29.00 upward, not so free after all. Site for Sore Eyes quickly taught me a lesson in where not to go for my annual eye checks and glasses.Desired Settlement: I think treating clients or customers in a more professional, respectful manner goes a long way. It's certainly not too late for them to show that common courtesy to any future clients or customers this Site for Sore Eyes might have. It might be wise for them to make sure the frames and cases actually match. When one is buying an $1,100.00 pair of designer eyeglasses, one expects to receive the proper fitting matching designer eyeglass case.

Business

Response:

Response:This patient came in to our office on Jan 23, 2016 and received a comprehensive eye exam from our doctor. I helped her select a frame and discussed all of the different lens options. She choose the best quality lenses and upgrades and I billed her [redacted] insurance. She was offered a free second pair, a $198 value, which is indeed totally free. If she wanted to upgrade the second pair to a sunglass, the charge would have been $29. She decided to wait and see what she wanted to do with her second pair so we extended the time limit for her as a courtesy. When she picked up her glasses, we made the correct adjustments to her frame to properly fit her face shape. Unfortunately, this caused the temples to curl down further than normal and the frame did not properly fit in the case provided to us by the frame manufacturer. She came back and we gave her another case at no charge. She returned a few minutes later because the frame only fit in the case if it sat in a certain way and she wanted it to lay flat in the case. Another employee helped her and took her over to our case drawers to help her select a third case. She ended up choosing a soft case, which we also gave her at no charge. I understand her frustration, as this can be a problem we experience with patients with short temples. I called the frame manufacturer and asked for shorter temples, but the frame only comes in one temple length. I also asked if the brand came with size options for the case, which it did not. The manufacturer offered to send us one case from every brand they carry to see if her frame will fit better in any of them. We are certainly happy to take care of any problems our patients might experience. Our goal is to provide the friendliest, most comprehensive customer service to anyone who walks in our doors. I am truly sorry she does not feel that we provided that service. We have a one-time redo policy for any reason, so she is more than welcome to come in and select another frame and we will remake her lenses at no charge. I left our patient a message apologizing and let her know that I will do anything I can to resolve this issue.[redacted]

Review: I HAD PURCHASED PRESCRIPTION GLASSES FROM THE OWNER [redacted], AND HAD ASKED TO ADD THE ACCIDENTAL COVERAGE,IT WAS DISCUSSED WITH HIM PRIOR TO MAKING THE PURCHASE TO ADD THIS WARRANTY AND OTHER WARRANTIES THAT WERE RECOMMENDED. BUT LATER ON I FIND OUT THAT HE DID NOT ADD THE COVERAGE AND AFTER CALLING HIM AND TRYING TO GET THIS FIXED, HE DISPUTED THAT I DID NOT ASK FOR IT NOR WAS IT ADDED AND BASECLY PUT ME RESPONSIBLE FOR NOT CATCHING IT, BUT I NEVER RECEIVED THE ITEMIZED RECEIT SHOWING WHAT I HAD PURCHASED. SO SINCE NOVEMBER I HAVE TRIED TO RESOLVE THIS MATTER FOR I DESERVE RESOLUTION WHEN IT WAS NOT MY ERROR BUT HE WAS ADAMANT THEY ARE NOT AT FAULT, SINCE THE SECOND PAIR OF SUNGLASSES I PURCHASED ALSO DID NOT HAVE THE WARRANTY WHICH ALSO WAS DISCUSSED WITH OLIVER TO ADD BUT LOOKS LIKE HE DIDN'T DO SO EITHER. WHICH MAKES ME LOOK LIKE I AM LYING BUYT IAM NOT, I CLEARLY ASKED FOR IT AND IN GOOD FAITH THOUGHT IT WAS ADDED BUT NOW I STILL AM NOT GETTING ANY HELP TO RESOLVE THIS FOR ALL I AM ASKING FOR IS THAT COVERAGE THAT I ASKED FOR AND WAS SUPPOSE TO BE PART OF THE TOTal amount I paid when I got my prescription glassesDesired Settlement: I just want the accidental coverage added to my prescription glasses

Business

Response:

Dear [redacted],

Concerning your bent or broken glasses, I have been in contact with you since November 4th, 2013.

You have never shown up here for me to inspect these glasses. It has been more than three months now. We have phoned each other many times and each time I have indicated that we can only proceed when you show up, or send the glasses to me, so I can inspect them. I have also sent you two letters and have given you my cell phone number so you can call or text me anytime.

We are here for you in sales and service. We will help you. Please bring your glasses to us.

The NO FAULT EYEGLASS WARRANTY (NEW) that you speak of is a great thing. The price is $25.00. It covers the frame for a period of one full year with up to three replacements or repairs. Lost glasses will be replaced at 50% of current prices. If you never use the (NFW) for the full year, it may be redeemed for $25.00 store credit.

You declined this NO FAULT EYEGLASS WARRANTY (NFW) as you purchased the first set of glasses from me; I was the one helping you. You did purchase 'scratch coating' on your lenses. This was more important to you at the time.

[redacted] helped you with the 2nd pair of glasses, the 'free pair*". You did not elect to purchase the $25.00 (NFW) at that time either. You wanted sun glasses, and you only paid for the 'tinting cost'.

As you indicate: "I only want the accidental coverage added to my prescription glasses".

Please allow us to help you in this matter. Please see us here at the store or send us your glasses.

Thanks, [redacted]