The Eye Centre

Revdex.com,Responding to Complaint ID #[redacted]The Customer was in our establishment on August 23rd, 2016 and selected two frames with the help of our staff. On September 9th she came in to pick up the glasses and have them fitted, Due to the high prescription the lenses in the glasses...

were thick. This is not uncommon for this type of prescription. She was not happy with how they looked. She requested to speak with our doctor who was not available that day. She was willing to come in a different day to speak with him. She came in again on September 27th and we offered to do a restyle and completely change the frames and lenses for her at no cost to her. Still, due to her prescription the lenses would be thick no matter what frames she selected. She was aware of this. We selected a different frame that she liked that would cover the lens thickness a little differently. At this time she mentioned that her other glasses were net working for her anymore. We booked her in to see the doctor but her availability to come in was limited. She came in on October 25th. Everything was matching up so we decided to adjust where the progressives started In her lenses, Which would change her vision slightly. She also mentioned to the doctor that she was interested in being referred to [redacted], We sent the referral for her that day. Both pairs of glasses arrived from our lab and she was contacted when each arrived. She picked them up on November 2nd and had the frames adjusted for her comfort and fit, No issues were relayed to our staff at this time. On November 3rd she called in to say both of her glasses were not working for her and now that she is in the process of getting [redacted] she didn't want to bother with the glasses and she just wanted to return them, Our office has an All Sales Final, no Return or Exchange policy which in on all receipts that are given to every patient. The staff said they would relay her complaint to management and she would be contacted once something was decided. The customer was contacted several times during the week of November 22nd and left voicemails to call us so the problem could be resolved. Several weeks went by and the customer returned our call. It was agreed upon by management and the customer that we would send her a check for her purchase excluding the price of the frames and she would be able to take the frames and use them down the road for sunglasses after [redacted]. Although we do not do returns or refunds we were willing to make an exception to try to satisfy the customer as much as we were able to. She agreed with this and said she would pick up the frames when she received the check. An updated address was given but unfortunately did not save in our system. On January 12th the check was written from our accounting department in Edmonton and sent out on the 19th. The customer contacted us on Jan 31st to have an update and in discussion with the staff member realized the address was wrong. We apologized and said we would contact accounting right away and inform them. Our accounting department canceled the previous check and wrote a new one addressed to our location that same day. The customer was contacted right away and informed it would be here in a few days. On February 2nd the check arrived at our location and the customer’s husband picked it up along with the frames. The check total was $904.00. We did everything we were able to do in this situation to make the customer happy.