Sterling Optical

An explanation of our services is as follows: We charge $95 for a contact lens eye exam. We also offer a promotion for $99: 1. A contact lens eye exam & 2. 3 months supply of "[redacted]" contact lenses We honor the same promotion through [redacted] for $55. [redacted] wanted to change the terms and...

conditions of the promotion. She wanted to obtain a premium brand of contact lenses and pay the non-premium price. In response to the allegations made by the complainant, [redacted]: 1. [redacted] WAS given a valid copy of her prescription. 2. [redacted] WAS told the name of the doctor of optometry. That information was NEVER withheld. The fact that [redacted] misstated the above serious issues goes to her lack of veracity. We were forthright in our dealings with the complainant. We were overarching in our efforts to satisfy [redacted]. At one point, [redacted] became verbally abusive towards the staff and the doctor, and this was documented in her record in a timely manner. Thank you for your attention to this matter. We strive to keep our patients well cared for and happy.

Revdex.com:At this time, I have not been contacted by Sterling Optical regarding complaint ID [redacted].Sincerely,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Sir/MadamI am in receipt of the response from the franchise owner
Lolita M[redacted] (sp?) and what I disagree with and the area of my concern is that
I paid Sterling Optical my money for a product that took more than half a year
to receive and it is still not correct. Sterling Optical received my money. She
stated that the measurements were incorrect because I was never measured until
I came in and complained that I couldn’t see through the lenses and that I was
dizzy. And the fact that I came into the store with an outside prescription
should not have any bearing on the situation either. The prescription came from
the VA Medical Center in Washington DC and that is where all of my medical
issues are solved. That is where my primary care physician is and where I have
my eyes examined. I am no obligated to have my eyes examined with Sterling Optical’s
optician. If that is their policy, that should have been explained when I
offered my prescription to have the lenses made. I feel that I was taken
advantage of and that this is a common practice with this business. Who they do
business with and what happens beyond “our” transactions should not affect me
unless they are prepared to return my money. I dealt directly with Sterling
Optical and not with [redacted]. If they didn’t think that they could provide
a service/product for a customer, they should have told me that and returned my
money in the beginning but that didn’t occur. When I requested a phone call
from the franchise owner, the person that responded to you, she never honored
my request. I have yet to hear from her. She is correct. She told her store
manager to offer me a store discount. It didn’t come directly from her. That,
to me, does not make sense. I am dissatisfied with the events that took place
with Sterling Optical so I choose not to make any more purchases from their
business again.[redacted]

Hello Ms, Tiiqhman.In response to the complaint filed by [redacted] came into our store with an outside prescription. Our doctor did not provide the eye exam. [redacted]'s vision plan is with [redacted] which means her lenses must come directly from their lab....

Unfortunately, we have no control over when the lenses over the correctness of the lenses or how long it takes for the lenses to arrive at our store. Our experience has been that the turnaround time can be between 2 to 3 weeKs and in certain cases sometimes longer. When [redacted] received her glasses she could not see out of them, That is not unusual for bifocal lenses. She returned a few weeks later complaining that she could not see out of the glasses and that they made her dizzy. The optician decided to do [redacted]'s optical measurements and realized that the measurements that had been done were wrong. In order to see out of bifocals correctly the measurements must be correct. The optician asked her to leave the glasses and she agreed. The glasses had to be sent back to [redacted] with the correct measurements. Again, we have no control over when [redacted] will send the new lenses, We Informed [redacted] that we would notify her as soon as they arrived and we did,I am really sorry that [redacted] is dissatisfied with her purchase but our store policy clearly states that there is NO REFUND. We made every attempt to accommodate [redacted], we even offered her a discount for a future purchase and she declined, We take great pride in providing exceptional customer service and products. Again, I am very sorry to hear that [redacted] is dissatisfied but for Sterling Optical to accept responsibility for a prescription our doctor did not write and lenses are lab did not make is quite unfair.
If you should have any questions or concerns please feel free to contact me at ###-###-####.
Best Regards,
Lolita M.

Review: My wife and daughter went to merchant for eye exam and glasses. I am a Union employee and my plan uses sterling optical as part of general vision services.

They were sold glasses in the amount of 1122.00 on July * 2014. My wife went in for driving glasses, in which she was baited and directed into getting progressives. Which she was unable to see out of.

We were not explained the return policy or refund policy.

We were told if she can not adapt it would be no problem to correct the situation. Was later told by [redacted] verbally I would receive credit but must wait 2 weeks.

Never received credit to date.Desired Settlement: Refund to my American Express as agreed verbally by [redacted] and owner.

thank you....

Consumer

Response:

[redacted] has verbally assured me she will be crediting my account, 10/*/14. Merchant asked me to close the dispute and send her a copy.

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,

Review: Never got my son's glasses and when I call to make arrangements to get them from since the issue in August 2015, no one is returning my call to state they are ready despite the agreement in the prior dispute I filed as they have taken $300 from my account but I do not have the glassesDesired Settlement: I would like the glasses to be mailed or ready for pick up ; they have taken their money I just want my son's glasses

Review: It has been 2-3 weeks since I've ordered my eye contacts and I have yet gotten them in the mail. I am currently wearing the trail pair and they can only be worn for 12 hours. I am very discussed with the service from this company due to the fact that I have been given excuses of why they have not been mailed to me. I feel that I was taken advantage of because I am a new customer. This issue needs to be taken care of ASAP.Desired Settlement: I want to know why I keep getting excuses of why my eye contacts have not been mailed to me. This is getting out of hand.

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,

Review: There was promotion on [redacted] for contact lens eye exam and 3 months supply of lense for $55.00. I called the store prior to purchasing the promotion for appt and was told to not purchase and they will honor the same rate as [redacted].

I was told the 3 months supply as advertised was ONLY the sterling lens brands which I never worn before but I said I would give it a try. Usually when it's the store's brand and it doesn't fit well, the doctor provides a valid prescription so I can submit on line for purchasing my usual brand. After the exam eye exam, and the doctor fitted me for the sterling brand contacts, I was told their brand contact only manufacture one diameter and its not suitable for my eyes. At this time, I need to pay $95 for my usual brand ([redacted]) eye exam.

The owner and the doctor refuses to provide a valid prescription upon payment of $55, but a regular paper with my eye sight and the store owner hand signs the bottom and calls it a prescription, which is clearly not a valid prescription.

The doctor and the store owner states eye exam is SPECIFICALLY for the sterling brand which was never written out in the [redacted] promotion.

At this time, I paid $55 for and eye exam with and option to take the sterling brand contacts that the doctor clearly told me I cannot wear, and no valid prescription to purchase my contacts anywhere else. And now I realize why the store told me not to purchase through [redacted], because there is no way to get my money back.

None of the information was provided in [redacted] website and the store owner, or the doctor (who refuses to provide names) made me aware of this prior to the eye exam.

The doctor who is refusing to provide prescription knowing I cannot wear their brand contact so I can go elsewhere to purchase is telling me to wear their brand for week and for me to pick up those same contacts for 3 months supply.Desired Settlement: I will like the refund of $55.00 charged and false advertisement modified on [redacted] so no one goes through this experience.

Business

Response:

An explanation of our services is as follows: We charge $95 for a contact lens eye exam. We also offer a promotion for $99: 1. A contact lens eye exam & 2. 3 months supply of "[redacted]" contact lenses We honor the same promotion through [redacted] for $55. [redacted] wanted to change the terms and conditions of the promotion. She wanted to obtain a premium brand of contact lenses and pay the non-premium price. In response to the allegations made by the complainant, [redacted]: 1. [redacted] WAS given a valid copy of her prescription. 2. [redacted] WAS told the name of the doctor of optometry. That information was NEVER withheld. The fact that [redacted] misstated the above serious issues goes to her lack of veracity. We were forthright in our dealings with the complainant. We were overarching in our efforts to satisfy [redacted]. At one point, [redacted] became verbally abusive towards the staff and the doctor, and this was documented in her record in a timely manner. Thank you for your attention to this matter. We strive to keep our patients well cared for and happy.

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]

Attached above shows a prescription provided by the owner. This is NOT a valid prescription. Eye exam was already done for $55 and fitted for [redacted]. However, the examiner told me that the store brand only makes one diameter lens which is not suitable for me. At this time, a prescription relating to the eye exam for lens, providing all pertinent info should have been provided to me. According to the [redacted] and [redacted] states this CLEARLY. Name of the examiner was withheld but eventually provided by the owner via the telephone the following day as Francis G[redacted]. Her name was spelled out by himself. She was not wearing a name badge, which also a violation under her profession. Her name was searched through the [redacted] site and did not come up, so I still am not sure if this is really her name. A letter of professional misconduct was mailed to the state.

The fact that the owner charges additional fee because I don't want to purchase [redacted] brand from him is outrageous. The examiner repeatedly refused to provide ANY prescription and knowing I cannot wear the store brand because it causes my pain in my eyes.

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

Sincerely,

Business

Response:

The name of the doctor is Francine D[redacted]. The name of the doctor was NEVER withheld from the patient. We anxiously await an image of said document. Respectfully, Sterling Optical

Review: (Customer service and product issues)On Tuesday, July ** I visited the [redacted] location. In my online appointment information, I requested both frames and contact lenses. However, the doctor only completed the examination for frames.When I returned to pick up my frames on July **, the associate who assisted me was extremely rude. She argued that I didn't tell her about being fitted for contact lenses, and that my insurance doesn't cover both frame and contact lenses exams (it does). Additionally, I was charged $260 for frames that I believe are the incorrect prescription. Furthermore, the frames were NOT new, because they were taken directly from the showroom floor. I was also not given a case for the actual brand of frames.Desired Settlement: Since the product is subpar and not what I paid for, I would like to return it for a refund, and I would also like an apology.

Business

Response:

Dear [redacted],

This letter is in reference to the complaint ID #[redacted]. First, let me start by stating that I am very surprised by the fact that [redacted] did not have a pleasant experience at our location because she walked out of the store smiling and I was actually expecting her to come in the next day for a contact lens exam. I will agree that there was a misunderstanding and [redacted] was given an exam for glasses only. That being said, [redacted] was only eligible under her insurance for exam and lenses but not for frames. I gave [redacted] a credit of $130 toward her frame purchase even though her

insurance did not cover the frames al this time. She purchased a designer frame which was taken out of the showcase. As far as l know and I have been in this field over 20 years, frames are sold right out of the showcases. All the department stores such a Macy's, Nordstrom, Bloomingdale's, Sunglass hut and Lenscrafter sell their wares right out or the showroom case. The frame which [redacted] purchased was a brand new Burberry frame that was put into a showcase just few days prior to her visit. When [redacted] told me that she wanted an exam for contact lenses as well, l asked her to return the following day because there was not a doctor on premise the day she came to pick up her glasses. Also, we did not charge her for a contact lens exam. She was charged $10 copay for a regular exam, $20 copay for the lenses and $230 for the frame. Her copay for a contact lens exam under her insurance would be additional $55. She told me that she would indeed come back the following day for a contact lens evaluation.

As far as her prescription is concerned, [redacted] is welcome to come back to get reexamined to make sure that she was indeed given the correct prescription.

Our company has no refund policy which is clearly stated on the receipt as well as in the store. [redacted] is welcome to exchange the product or to get a store credit within 30 days of purchase.

I hope that this clears up any misunderstanding and again I am sorry that [redacted] did not enjoy her shopping experience. My coworkers and I are proud to say that we always strive to be professional and to achieve highest level of customer service.

Sincerely,

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:

I do not trust this location to examine me for the correct lenses. Furthermore, the Sterling Optical representative still did not apologize for her rudeness, she lied to the Sterling Optical customer complaint representative, and she is lying to Revdex.com. I expressed my displeasure while at the store regarding the obviously previously used frames, the lack of proper case for them, the lack of contact lenses fitting, and her general rudeness. Also, she continues to state that she gave me a credit for my frames because my insurance was unusable. THIS IS INCORRECT. My insurance, EyeMed, very clearly shows on their end that Sterling Optical filed a claim on July ** that was paid for:

[redacted]

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

Sincerely,

Business

Response:

Dear [redacted],

This letter is in reference to complaint TD # [redacted] and [redacted]s' response. She is welcome to go to any eye specialists and if they find a different prescription, we'll redo the prescription for her at no charge.

I am the person to whom [redacted]s is referring to as being "rude". I have been in this field for over 25 years and have never had anyone refer to me as such. Furthermore, I am a person of' high integrity and have no reason to lie. As fat as her insurance goes, all [redacted]s has to do is ask her insurance company what was billed under her policy. She was billed for exam and lenses which were cut into the frame. She was NOT billed for frames.

I sincerely apologize that [redacted] feels the way she docs but there is nothing else I can do. Another thing, [redacted]s did not express an y concerns regarding the frame at the visit. In my professional opinion, this is simply a case of buyers' remorse.

Sincerely,

Review: I bought lenses and frames from Sterling Optical, store [redacted]on 6/29/15. I have been back many times to have them adjusted but they still do not fit properly and hurt. Sterling employees decided to order new lenses thinking that was the problem (but used the same frames) Problem still happened. Went back again and the Employees told me to pick out another pair of frames, thinking the problem must be the frames, and they would check with the manager: [redacted] and get his approval to correct the problem. Employee, [redacted], called me and said "He is not going to do any more about it". I tried to speak to [redacted], but he would not return my call. I have wrote 2 complaints to the Sterling Optical web site and have not gotten any response.Desired Settlement: I want glasses that fit properly, that don't hurt my ear and nose, that are not crooked on my face. I did not get what I paid for.

Business

Response:

Revdex.com spoke with the business regarding this complaint. They have been discussing restyling the customer's frames to resolve the concern. The customer can contact the business directly to have this set up and scheduled.

Review: I PURCHASED CONTACT LENSES FROM THE DOCTORS OFFICE. AFTER APPROX 1 MONTH OF NOT GETTING THE LENSES I CALLED TO SEE WHERE THEY WERE. I GOT TOLD THEY WERE PUT IN MY MAILBOX OF SEPT 28. I WENT AND CHECKED AGAIN FOR A BOX AND NO BOX WAS IN THERE. I CALLED THE DOCTORS OFFICE BACK TO LET THEM KNOW I DID NOT GET THEM THEY SAID THEY WOULD HAVE TO PUT A TRACKER/TRACER ON THE PACKAGE AND THAT WOULD TAKE 24-48 HRS. 2 WEEKS GOES BY NEVER HEARD NOTHING BACK. I CALLED THE OFFICE TODAY 10/27/2014 TO FIND OUT THE RESULTS OF THE TRACE AND I WAS PUT ON HOLD AFTER HOLD AFTER HOLD FINALLY SOMEBODY PICKED UP AND SAID O THE DOCTOR IS GONNA HAVE TO CALL YOU BACK. I ASKED QUESTIONS AND THE LADY PRETTY MUCH LAUGHED AND HUNG UPDesired Settlement: TO SEND ME THE PRODUCT I ORDERED

Business

Response:

Please note that this issue with customer [redacted] (ID [redacted]) has been completely resolved as of early last week.

Sterling Optical

3501 Route 42, Unit 360, Turnersville, NJ 08012

1500 N. Almonesson Road, D-16, Deptford, NJ 08096

Review: 03/12/2015 - I purchased new eye glasses from Sterling Optical, which were not sold to me by the Optometrist, ([redacted]), but rather a “sales person”, ([redacted]). [redacted] sold me a frame that I was very happy with, however, I was concerned because the frame was too small. [redacted] told me it was not a problem because it could be adjusted later on. I believed her.

03/19/2015: I returned for the frame adjustment, but after numerous attempts, it was determined that the frame was too small for me, and could not be worn. I therefore, requested the same exact frame, but in a larger size. [redacted] finally admitted that they did not have a larger size. Eventually, I selected a different frame that fit properly, (I had no choice), but the new frame required that they make new lenses too. It took approximately (3) weeks before I got the 2nd pair of glasses.

04/11/2015: After returning home and wearing the glasses for approximately (1) hour, I realized that there was something very wrong. I was not able to see properly, and I could actually see better with my old eye glasses.

04/14/2015: I went back to my own personal eye doctor. They did a complete re-examination, and confirmed that the prescription they gave me was 100% accurate. They also did a thorough reading of the new lenses manufactured by Sterling Optical. They immediately determined the problem. They explained that Sterling Optical did not manufacture my new lenses according to my new prescription. They explained in detail that my “Pupillary Distance” (PD), is measured at (61). When my eye doctor read my newly manufactured Sterling Optical lenses, they were manufactured with a PD of (66). Therefore, Sterling Optical made my new lenses wrong, as they did not match my new prescription.

04/16/2015: To this day, I am unable to use my new glasses due to the incorrectly made lenses, which do not match my new prescription.Desired Settlement: - $623.00 refund.

Business

Response:

Response:This letter is in regards to complain #[redacted]. On 3/12/15 the customer [redacted] came into our location to purchase a pair of glasses. He chose a frame that retails for $299.99 and his prescription requires custom order hi index lenses that retail for $595 because he has a strong prescription this lens is recommended to be the best for him. We gave him a special price of $623.00 total for the purchase and a second pair free of charge. So Mr.[redacted] got 2 pairs for $623.00 when it should have been over $1000. On 3/19/15 he returned to the store complaining he did not like the frame so we did an even exchange for another frame that he CHOSE and re ordered the expensive custom lenses free of charge for him to make him happy. A few weeks after picking up the new pair that he chose he came in on 4/16/15 saying he did not like the new pair now. He also complained that there was a problem with the prescription so we offered to remake if so but he refused. We explained that we do not have a refund or return policy and that we already remade the glasses! We have offered remake the glasses several times and he refuses. At this time the customer does have both pairs of glasses and we will not offer anything but to remake the lenses he claims are incorrect.Sent on: 7/6/2015 9:45:23 AMSent by: [redacted]

Consumer

Response:

The complaint filed with the Revdex.com in 06/2015, is anticipated to be resolved shortly (directly between myself and the merchant). Therefore, as a follow-up, I kindly ask that you adjust the complaint record to reflect that this has matter has been resolved.

Review: On June 5, 2014 I had an eye exam and ordered/paid 50% deposit of $214 for glasses I need for driving/watching TV. I was told the glasses would be in 2-3 weeks. I waited 4 weeks and didn't receive them...stopped by the store over the July 4th weekend, to find the store closed for a couple days for a "staff emergency." I returned July 8th and was told -- without the mgr even asking for my name or receipt -- that my glasses were in, but had to be sent back to the factory because they weren't made correctly. (She went on to say they had over 40 orders and were very busy, etc.) I was away on vacation July 10-20, then returned to the store to see if they glasses were in on July 22nd. The store wasn't opened at 10:30am due to a key issue.... then they were opened soon thereafter. I was told by a clerk that their mgr had been in a car accident and so orders are behind (they were behind BEFORE the "accident"). The clerk said she was expecting a shipment of glasses in that day and would call be before 4pm to let me know She also said she would waive the 50% outstanding balance. I never received a call.........when I tried to call, I just got the voicemail which wouldn't let me leave a message because the recording indicated the mailbox was full. I will go back to Sterling this week to see if glasses are in. But I feel like I've been getting a run-around! It should NOT take 8 weeks to get a pair of glasses. (We've been customers at Sterling for a number of years, and never experienced this problem.)Desired Settlement: I want my glasses asap. Otherwise, I will settle for a refund of my 50% deposit so I can take my business elsewhere.....but would like my eye exam records so I can take them to a new optician and not have to do the exam over again, and can just order another pair of glasses from a new place.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 1, 2014 at 3:21 PM

Subject: Complaint #[redacted]

To: "[email protected]" <[email protected]>

Revdex.com –

I wanted to let you know that I visited the Sterling Optical store on Tuesday, July 29th to inquire about my glasses order. I was told by the clerk (Clemmie) that they were still not in, and that someone from corporate (Kathy) was in their [redacted], MD store to help out with things. Clemmie let me speak to Kathy by phone who said she had my glasses in her possession, and would drop them off at the [redacted] store that evening, and I should come by Weds. July 30th to pick them up. I then told Kathy that Clemmie told me the week prior (when I stopped in the store on Weds. July 23rd) that she would waive my balance due, since I had to wait so long, and was that ok. Kathy said if it was ok with Clemmie, it was ok with her. I thanked her.

I then stopped by the [redacted] store on Weds. July 30th. Upon my arrival I saw that the gate to the store was closed. I peeked in and saw Clemmie in the back of the store, and she let me in and then closed the gate behind her. Clemmie said that she and Kathy had closed the store to work on getting the orders organized, etc. and that I had JUST missed Kathy, who left 5 minutes earlier. She found my glasses order (which I am very certain that they sold me the demo frames because the same white price tag was on them, and they weren’t “tight” like new frames. Also, the lenses were quite dirty and had to be cleaned by Clemmie.)

Clemmie handed me my glasses in a bag and then said that I had a balance due. I reminded her that she told me was going to waive the balance and that Kathy said that was fine as well. She then denied ever having said that and , if she did, she would’ve said she had to get authorization. ( I KNOW what I heard because I remember the emotion of feeling relieved and grateful that I didn’t have to pay the balance.) I told her to please call Kathy to confirm…she tried, but just got Kathy’s voicemail (whom she said was on her way to the airport).

Long story short……….I was in the store 45 minutes almost in a “standoff” with Clemmie. She was on the phone with Kathy at one point and changed her story and wasn’t going to waive my balance. At one point, I asked for a copy of my eye exam records and just said I didn’t want the glasses and to give me a refund of my deposit. She wouldn’t give me a refund and said she could only give store credit….I told her I never wanted to shop at Sterling again and didn’t want the store credit, and to please refund me my $213 deposit. FINALLY, Clemmie decided that, in her words, “the customer is always right” and she didn’t want to lose me as a customer (?!) and told me to sign off that I had picked up the glasses. She gave them to me without me having to pay the balance after all.

I am still sooooo frustrated by the service of Sterling with their LATE glasses order and how I was treated. To date, I would even really like my $213 deposit refunded but, at this point, I’m tired of dealing with them and don’t think it’s worth the struggle. (especially since I KNOW I was sold the SAMPLE frames and not new ones)

Thank you for your time and attention.

Review: I order a new pair of glasses, giving the clerk my new prescription on July 8, 2014. She said they would be ready in two weeks at the latest. Two weeks later, I checked and was told that they were not ready yet. A week after that, still not ready. A few days later, I was told that corporate had found that someone had not been sending in orders to the optician, came in and took all the orders, and that I should refer all inquiries to corporate representatives at the [redacted], MD store. I called them twice (now in August) and was told the;y were still not ready. A third call to the [redacted] office, and I was told that there were now corporate representatives at the store in question ([redacted], actually in [redacted] Mall). By this time it is five weeks after I ordered the glasses. I went to the store in person and told them I wanted to cancel my order and wanted my 50% deposit which was charged to my credit card returned. I was told corporate policy was no refunds, only store credit. I told them this was unacceptable, that they had violated the two-week delivery time they promised and they owed me my money back. They promised me my glasses they following week and for my trouble they would charge me only the 50% of the paid I already paid. The next week, on Friday, August 22, 2014, my glasses arrived, except that the lab forgot to apply the light-sensitive tinting that I had ordered. The person I have been dealing with since corporate took over the store, a man named Andre, said I could have the untinted glasses, and the following week another pair, with the tinting would be ready, and I would get two glasses for price of one (at the full price, not just the 50% previously promised). A week later the tinted glasses had not arrived. Today, Sunday, August 31, I stopped by the store, and Andre said the new glasses had arrived. Actually, as he showed me, only the blanks had arrived, and he would have to cut them down to fit a the frames. He showed me some frames he recommended. When I pressed hime, he said I would have to pay for the additional frames, above and in additional to the full price as originally ordered, and in violation of his original offer of half-price for one pair, and his subsequent offer of two pair for the price of one. I would now have to pay more that the price of one pair as ordered. How much more he did not say (he said, "a little more.") So now I am being asked to pay more than the $315 originally agreed (I have already paid $157.50 of that for the glasses I ordered 7 weeks earlier. This is unacceptable. I have had a shell game played by a slick salesman to carry me this farDesired Settlement: For the late (and so far uncompleted) delivery of the glasses that I ordered, and the resulting inconvenience and frustration to me, I would like consideration in the form of the 50% discount originally offered by Andre (###-###-####.) Unfortunately this offer was made only orally, but in the presence of a person from the corporate office in New York named Lolita (###-###-####). I would be willing to return the untinted pair I received to the store. Failing that, I would accept the two pair for some discount of the originally agreed-upon price (I have the sales slip) for one correctly-made pair. I will refuse to pay more than this.

Review: I purchased a pair of glasses on June 14, 2014. It’s now July 14th and I still do not have them. I did not require a special prescription nor did I select any special frames. The frames were already in the store, off of the rack. I was told by the store that the glasses "could" have gone back to be “re-cut”. The workers in the store were very polite. However, my patience has run its course.Desired Settlement: At this point, I am asking to be compensated financially for this delay with the glasses. I do not feel I should have to pay the full price for a product that hasn’t been delivered yet.

Review: July 22

On May 30 I went to the Sterling Optical store in [redacted] Mall in [redacted], MD, with a prescription from my ophthalmologist for new lenses for my glasses, along with an old pair of glasses. Manager Shawnette F[redacted] told me it would cost me $70 to get new lenses made and inserted into my existing frames. However, she said she was unable to take my frames at the time because orders were backed up and asked me to return next week. I returned June 9 and gave Ms. F[redacted] my glasses, paid the $70 with a credit card. Ms. F[redacted] told me I would get my glasses back in two weeks. I have my receipt proving this.

After I called the store repeatedly after the two weeks were up I was told that only Ms. F[redacted] could speak with me. I was given her cell phone of ###-###-####. She later told me the lab sent back lenses that didn’t fit, and that new lenses were being made and that I would have them in about a week.

When I did not hear back I called again and Ms. F[redacted] told me that the price of my glasses would now be much higher – I believe she said $225. She asked that I authorize this higher payment and I gave her verbal authorization, although I felt I was being victimized by a bait and switch. I did comparison shopping and ordered my glasses originally from Sterling only because of the $70 price. I would have placed my order with another optical store if I had been told in the first place that my cost would be $225.

Ms. F[redacted] then told me my glasses would be ready July 14. I still do not have them. When I call the store the person answering says only Ms. F[redacted] can talk to me. I left Ms. F[redacted] a voicemail on Friday and again this morning (July 22) but she is not returning my calls.

So at this point Sterling has my $70, has my frames, and refuses to speak to me about getting the glasses I was supposed to have weeks ago, after placing my order June 9. I did not give Ms. F[redacted] the $70 and my frames as a gift, but she has confiscated them and refuses to return my calls. I either need my old frames back with the new lenses, or need a refund of my $70 and the return of my old frames or a free new pair of frames. I have never waited so long for a pair of glasses in the 45 years I have been wearing glasses, and never had store employees refuse to speak with me to tell me what is going on. I don’t know if I will ever get anything back from Sterling and feel like I have been robbed.Desired Settlement: I want my new glasses at a discount this week to compensate me for the delay OR I want my $70 returned, along with the frames I gave Ms. F[redacted] (or a free new pair of frames if Sterling has lost my frames). I also want people at the store to answer my questions and not refuse to speak with me.

Review: I went for a contact exam 8/8 and was told I would receive my contacts the following week. I never received a call back regarding my contacts. I called them and even went up there. The young was pleasant and told me my contacts for my right is on back order and will be in around his birthday 9/1. I questioned the type of trial lenses I was given. I was told I would be okay I have 2 weeks. I requested some solution and left. I was not contacted on 9/1 so I called 9/2. I asked what was going on with my order. I was told to try back on the 2nd and I stated it is the 2nd. He said oh Mrs Sullivan I will call you back in 20mins. I never received a call back. I called back on 9/4. I said to the rep at this point I would like a refund because it is ridiculous the way this has been handled. The rep told me I could not have a refund and the contacts for my left eye are in. I asked to speak to a supervisor and was told there was not one available. I went on the website and submitted a complaint and have not received a call or email yet.He said your contacts will be here on 9/8 and I have not received a call yet and it is now 9/11. I havework in the customer service industry for a long time and have been using sterling optical since 1997 I am disappointed at how things are being handledDesired Settlement: Refund of my down payment of $100