Sunray Optical, Inc

[redacted] ordered a pair of Wiley X eyewear from us in her prescription. She provided us with a prescription written by her optometrist and we proceeded to make her a customized medical device, prescription glasses. [redacted] was concerned that because she has a high prescription we wouldn’t be able to make...

corrective lenses for her. Although she does have a higher prescription, it does not make a difference in the manufacturing of the lenses needed to fill the prescription. We made the glasses exactly as she had ordered them, with traditional surfacing. Upon receiving the glasses she complained that something was wrong with the lenses. Our policy states we will remake the glasses one time. Our policy is as follows:“We guarantee 100% accuracy on all prescriptions or they will be remade to theoriginalprovided prescription specifications at no charge, within 30 days of original ship date. Please note that prescription lenses are not refundable, as they are a custom product. However if new prescription lenses need to be made within the first 30 days on a frame exchange, we will credit 50% of the original lens price towards the cost of the new lenses.”[redacted] was sent a return label so we could determine what the problem with her lenses could be. We examined the lens and found that the prescription (and thus the lenses) was correct. Although they were correct we remade the lenses with a compensated prescription used for wrap frames. We then sent them out to her. All of this was done at our own expense. [redacted] received the glasses and said that she still could not see out of her prescription eyewear. I asked her to go to her optometrist to have him look at the glasses and he said there was nothing wrong with the prescription.  However, he thought that we could make a change to the vertex distance to possibly make this pair correct for her wearing distance. When I talked to him on the phone he did not know why she was not able to see out of the second pair of eyewear we had made.We sent her a return label and remade the glasses a third time with the most advanced process available today, free-form digital backside surfacing. This technique makes the lenses correct across the entire lens and is much more expensive. We paid out of pocket for this (again) as we were trying everything in our power to make [redacted] a pair of glasses that would work for her. I personally had spent hours on the phone (over one hour and twenty minutes on just one call) with her as she pleaded for me to make the glasses correctly or refund her. I again told her about our policy and let her know that we don’t typically have these issues so I did not want to give up on her and the supplied prescription she had asked us to fill. We again sent another prepaid mailing label to her so that her glasses could be sent to a different lab. I could not understand what the problem could possibly be, as I have worked with the first lab for over a decade and have never had this issue. I inspected each pair of glasses we made for her and all three were correct. Even though I had spent a considerable amount of time, money, and effort making these multiple glasses for [redacted], I decided to continue to make her another pair of glasses that would work for her.We paid for a fourth pair of glasses to be made at a different lab so that we could rule out the first lab and its processing as an advanced level of trouble shooting. The glasses were manufactured and mailed out to [redacted]. Again she complained that she couldn’t see clearly out of the glasses. This time she took them to Classic Optical in NY to have a local optician look at the glasses. [redacted] asked that I talk to the onsite optician, Chuck [redacted], to see what he would do differently to accommodate for her visual impairment. I spoke to Chuck and he said that on inspection he determined that the lenses were made correctly. Also, he noticed that the glasses [redacted] was wearing had a noticeable warp in the lenses. Having this warp would cause her to have vision that would not see clearly out of any lens made as prescribed by her doctor. This is because her eyes have adjusted to seeing with the warped lens. The warp was large enough that Chuck asked [redacted] to feel the lens and see if she felt anything on the lens.  She said that she could feel it. Chuck asked [redacted] what the cause of the warp was. [redacted] said she melted the lens with a hair dryer while trying to make adjustments to her frame. Part of the problem is that her vision has made accommodations for wearing a lens that is distorted. When she received lenses that were without that same defect she could not adapt to it. Chuck also mentioned that [redacted] would interchange glasses with her roommate to compare notes on how the glasses worked – if the prescription worked or not. They spent time changing between each of their pairs of eyewear and an old pair they also had. Chuck told [redacted] that they needed to quit exchanging glasses as they have different prescriptions and that they will not see things the same as their corrections are different. This type of experimentation is detrimental to her ability to adjust to the prescription that was prescribed for her from by her optometrist.If she wore only her new glasses and did not switch between her damaged lenses, she would have been able to adjust to any of these first four pairs of new glasses.Chuck suggested that [redacted] first fix the warped lens in her current pair. Then once she adjusted to wearing her repaired lenses she give her new pair of lenses a try. He then suggested I make the lenses as flat as possible. Doing this would eliminate any problem she might have with wrapped lenses. Following Chuck’s advice we made a fifth pair of lenses for [redacted] - again not charging her for the additional four pairs of lenses we had created.  This pair was made with a base curve of 0.5 compared to regular glasses that normally have a base curve of 2 or 3. This would eliminate 100% of any possible complications that could come with a wrapped frame. We sent this fifth pair of eyewear to [redacted] but she still insists that she cannot see out of them. I find this impossible to believe. I called Chuck at Classic Optical in NY to let him know we had done exactly as he recommended and that she still cannot see out of them. He let me know that [redacted] came to him with the eyewear to have him inspect them. He verified that they were made to her prescription and that they were edged in the manner that he had advised to do make them as flat as possible. She then asked him to make her a pair of glasses and he said that he would absolutely not do it. He said that his pair would be exactly the same as the pair she has in her hands so it would be a complete waste of time. At this point, I feel we need a summary example to get everyone on the same page of this situation. EXAMPLE: If a patient goes to see the doctor for an ailment, the doctor will write a prescription for medication. The patient then takes the prescription to the pharmacy to have it filled. If the patients aliment is not cured by the medication they are not entitled to a refund from the doctor. Likewise, the medication cannot be refunded from the pharmacy.  This is essentially what [redacted] is asking of our optical practice.I have explored every avenue in an attempt to satisfy [redacted]’s expectations well above and beyond the norm.  Several industry experts and ABO certified opticians have contributed their time and expertise fabricating the many sets of lenses I have supplied.  Every pair of lenses was inspected by more than one optical industry veteran; the final two pairs were inspected and approved by three separate ABO certified opticians in my attempt to fulfill [redacted].   We have spent considerable time, money and materials to make these custom glasses to her optometrist’s prescription. We are not entitled to a refund from our venders who have supplied these services either.  As this is a medical device made to the specifications of her medical optical prescription we cannot refund her for creating exactly what was prescribed.