Initial Business Response /* (1000, 5, 2016/01/23) */
Thank you for giving us an opportunity to provide an explanation and address the concerns of this client. We pride ourselves in ensuring that we provide the best service and products that leave our business.
As these responses can be made...
public, I do not want to get into the details of this client's personal ocular health issues. I have reviewed the documents and the most recent doctor who examined this patient did specifically note there were no signs of a retinal tear present and only very mild cataracts. There likely was a miscommunication between this client and the doctor. Unfortunately, this doctor is no longer at our clinic but continues to practice within the city. We have offered and recommended this patient to see our in house optometrist to clarify any questions she may have regarding the health of her eyes but the patient has unfortunately refused.
In terms of our store policy, we have our policies outlined very clearly and posted in our store. We offer a 60 day warranty period for all progressive lenses and patients may also purchase extended warranty if they desire. During that time, we encourage them come back anytime to see our in house optometrist to have their prescription verified. If any changes are found, we are more than happy to replace the lenses without any additional charges. We have attached a copy of our Warranty and Return policy for your reference.
In regards to this client, we can honestly say that we have acted in good faith and have gone beyond everything we reasonably can to resolve the issue. She first approached us in September 2012 and continued to purchase glasses from us until May 2013 without any issues. She returned in October 2014 and purchased 2 additional pairs of glasses. She then came back in March 2015 with her first initial complaint. Despite the fact that it has been 3 months since her warranty ended (she did not purchase the extended warranty for $150), we still provided her with a different design of premium progressive lens that would have cost $330 at no additional charge. She returned 1 month later still unsatisfied, again we offered her another premium progressive design that cost $400. In total, we charged her $70 for all the services and premium products related to this particular pair of glasses that would have otherwise cost her $880. In return, this client has demanded a refund which is truly unfair when our staff members have already invested a tremendous amount of time and effort in trying to satisfy all of this client's requests. Moreover, it is important to note that her final pair of glasses was made from the exact material and prescription as the pair she initially purchased in September 2012. In the event that she truly was unsatisfied with our products and services from the beginning, it would be difficult to justify her returning to buy 3 additional pairs in May 2013 and again in October 2014. [redacted] As we are a small privately owned business, we pride ourselves in ensuring that each client leaves our business happy. [redacted]
Unfortunately, we are able to provide a refund at this point as we truly feel that we have provided the best products and services that we can. We would be more than happy to help her look into [redacted] and [redacted] to determine if she is eligible for any benefits for her vision needs. She can find valuable information on our website: http://www.theopticalshopltd.com/ or give us a call (780) 437-1110 or email [email protected] for additional information.
Sincerely,
The Optical Shop on Whyte
Initial Business Response /* (1000, 5, 2016/01/23) */
Thank you for giving us an opportunity to provide an explanation and address the concerns of this client. We pride ourselves in ensuring that we provide the best service and products that leave our business.
As these responses can be made...
public, I do not want to get into the details of this client's personal ocular health issues. I have reviewed the documents and the most recent doctor who examined this patient did specifically note there were no signs of a retinal tear present and only very mild cataracts. There likely was a miscommunication between this client and the doctor. Unfortunately, this doctor is no longer at our clinic but continues to practice within the city. We have offered and recommended this patient to see our in house optometrist to clarify any questions she may have regarding the health of her eyes but the patient has unfortunately refused.
In terms of our store policy, we have our policies outlined very clearly and posted in our store. We offer a 60 day warranty period for all progressive lenses and patients may also purchase extended warranty if they desire. During that time, we encourage them come back anytime to see our in house optometrist to have their prescription verified. If any changes are found, we are more than happy to replace the lenses without any additional charges. We have attached a copy of our Warranty and Return policy for your reference.
In regards to this client, we can honestly say that we have acted in good faith and have gone beyond everything we reasonably can to resolve the issue. She first approached us in September 2012 and continued to purchase glasses from us until May 2013 without any issues. She returned in October 2014 and purchased 2 additional pairs of glasses. She then came back in March 2015 with her first initial complaint. Despite the fact that it has been 3 months since her warranty ended (she did not purchase the extended warranty for $150), we still provided her with a different design of premium progressive lens that would have cost $330 at no additional charge. She returned 1 month later still unsatisfied, again we offered her another premium progressive design that cost $400. In total, we charged her $70 for all the services and premium products related to this particular pair of glasses that would have otherwise cost her $880. In return, this client has demanded a refund which is truly unfair when our staff members have already invested a tremendous amount of time and effort in trying to satisfy all of this client's requests. Moreover, it is important to note that her final pair of glasses was made from the exact material and prescription as the pair she initially purchased in September 2012. In the event that she truly was unsatisfied with our products and services from the beginning, it would be difficult to justify her returning to buy 3 additional pairs in May 2013 and again in October 2014. [redacted] As we are a small privately owned business, we pride ourselves in ensuring that each client leaves our business happy. [redacted]
Unfortunately, we are able to provide a refund at this point as we truly feel that we have provided the best products and services that we can. We would be more than happy to help her look into [redacted] and [redacted] to determine if she is eligible for any benefits for her vision needs. She can find valuable information on our website: http://www.theopticalshopltd.com/ or give us a call (780) 437-1110 or email [email protected] for additional information.
Sincerely,
The Optical Shop on Whyte