Starlight Optical

Review: The company not reliable who has cheated us. When we placed two orders for glasses. One of the orders that was for my husband was sent at the wrong address and the company have not reimbursed us for the loss of the glasses. The total amount for the lost package was 400 dollars. The second package was delivered but the prescription has not been filled correctly and glasses are not usable at all. we have been using company for several years and have not had any problem before. The new owner does not care about the quality of her service since she didn't even file a claim with the ups over the lost package and refuses to reimburse us or send us new glasses. In total we have lost over 800 dollars not counting the amount of money that was spent to go from Florida to NY to see the specialist and to use their business. Please help us to settle the issue we don't have an insurance in Florida and we have taken the trip to NY to see our previous doctor and went to optical service to fill the prescription. We have contacted them about the issue as well as to ups but we have not received any response from the starlight optical. The owner is not returning the calls nor she trying to settle the issue.Desired Settlement: Reimbursement for the five glasses that we paid 700 dollars and 200 dollars for one frame that we provided them to use.

Business

Response:

Dear [redacted]

We are in receipt of your letter regarding complain from [redacted].

We are reputable business establishment with numerous satisfied customers even though we have owned this establishment for less than a year. Our business is owned and operated by professionals who have been in optical business for over 20 years.

Our goal is 100% customer satisfaction, therefore we strongly encourage all our customers to bring to our attention any dissatisfaction regardless how small they seem to be.

As it was mentioned before we take every complaint very seriously and it was not different with [redacted]’s case.

Following are the details of [redacted]’s case:

There are numerous discrepancies in her letter.

Ms. Baranova made her purchase on 6/**/13

She indicates in her letter the purchase date as 5/**/13

She indicates that $800 was lost due to our negligence

She claims $900, yet indicating that the lost package had merchandise worth $400

There’s no indication who determined that lenses were made not according to customer’s prescription which was written by a doctor, who is not affiliated with us. Inaccuracy or prescription can be determined by licensed professions only.

She claims that she traveled from Florida to New York to see her own specialist, who is not and has never been associated with our business under our management, not under previous owners.

Mr.Baranova purchased two complete Rx glasses and paid $320 and $360 using her credit card

She received both pairs. As a token of appreciation to our loyal customers and taking into consideration the fact that she came to our store rather than have her Rx filled in her home state we agreed to replace lenses in hers as well in her husband’s own frames at no charge to her and ship them. We did not charge any shipping and handlings fees. On 6/**/2013 one package was shipped to the address that was requested and the other to a different address also as per her request. We shipped by UPS and it’s our policy to insure all packages. On 7/**/13 [redacted] called and spoke to our manager claiming that she did not receive one package We checked UPS web site and on the next day [redacted] was advised that the package, that she claimed was not received, was delivered (according to UPS web site) to the address which was confirmed with her on 6/**/13. [redacted] stated that she is no longer resides at that address and it’s allegedly, a vacant house. She st ated that she will go there and see if the package is there.

We have not heard from [redacted]a until 7/**/13 , meantime we made several attempts to speak to her to find out whether that package was retrieve, Since we did not heard from her, we assumed that package was retrieved and the case is closed, however On 7/**/13 when [redacted]a called our store she was very rude and demanded reimbursement and UPS tracking #, she was provided with UPS tracking number and was advised that we will contact UPS to see what can be done to retrieve the missing package.

As promised we have contacted UPS regarding this issue and were advised that claim for lost item cannot be initiated since it was delivered to the address that was indicated on a label, however at additional charges to us UPS will send their driver to make an attempt to retrieve the package and if he succeeds it will be returned to us.

We have notified [redacted]a by sending her a certified letter of all actions that we have taken so far.

Additional Information:

It is our company’s customary and normal practice to have every Rx frames to be checked by 2 NYS as well as American Board of Optometry certified opticians before dispensing them.

We cannot be responsible for inaccurate RX (prescription) that the customer provided to us from a doctor that is not affiliated with our company.

If we can be any further assistance regarding this matter please feel free to contact us

Sincerely,

Management

Business

Response:

We are in receipt of your letter (response that was forwarded from complainant), even though we have stated in our previous letter, that [redacted]’s case was closed as a professional courtesy we are responding.

We have had explain to [redacted]a rules, regulations and UPS’s policies regarding her case.

Again UPS will not open any claims if package was delivered to address that was indicated on a label. We extend our courtesy to [redacted] and at our own expense requested UPS to send a driver to make an attempt to retrieve her package, unfortunately it was unsuccessful. The letter that was sent to [redacted] clearly explained these issues.

Our manager during conversation with [redacted] advised her that if we received the package we will reship it to her, should we receive any monetary reimbursement from UPS we will forward it to her as well. Statement such as “I don’t know who to blame” in [redacted]a’s latest letter is clear indication that she is trying to blame someone for her unfortunate incident. It appears that [redacted] have chosen to ignore our explanations and continues to find responsible party.

As we have stated in our last letter we are sorry for her lost, but assume no responsibility since we have done everything with normal scoop of practice and even more. Again we have closed her file and there will be no further responses regarding this matter

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am not happy with the apologies. I am not worried who did the mistake, I was just trying to figure out how this type of mistake has occurred for which I had paid from my card. Why do I have to lose 360 dollars for items that were not even delivered to me?In this case it looks that you have taken my money without any type of service.

[redacted] does not have to reply to this letter. I will let the people that the new management is very horrible, since the old owner has sold the business, because if people who will use your business will have to be prepared to lose money if something happens to their order and it is not being deliver to them since the company is not responsible for the loss.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,