I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Received call from business (Moreen) stated that they need a records release form signed by the consumer She stated that she left vm for consumer stating that they can come into office and sign release and asked if Revdex.com could also call consumer and advised them of this because they would like
to resolve this matter
I am responding to a complaint filed by [redacted] regarding lenses he received in our optical store. I am very sorry he is not satisfied with our service. Mr. [redacted] was examined in my office on February 8, 2016. He then purchased new lenses in our optical. At the time of examination, I explained to him that for a variety of reasons, he may have difficulty adjusting to a change. The change in prescription he was given was the smallest incremental increase that can be ground into lenses (.25). He had difficulty adjusting to new lenses in 2015 after a similar small change. He received the new lenses about 1 week later and we did not hear from until 4/7/2016 when he called our office stating that "the lenses were never correct" and that he went to another optician and had new lenses made. He stated that the other optician told him the prescription I gave him was "way too strong". He requested a refund from us. I personally received the record and had my secretary call him back on 4/8/2016. She told him that the prescription was slightly stronger than 2015. She also told him that I would be happy to recheck him in the office at no charge. If on that re-examination there was any change, we always re-make the lenses (at no charge to him). In-fact in 2015 when he was having trouble adjusting, we did see him back at no charge. He stated that "This is stealing" and hung up. As you know, prescription eyeglass lenses are custom made for the individual, and unlike eyeglass frames, cannot be returned for use for anyone else. All of our customers are informed that "all sales are final" for this reason. However, I stand behind my services and take personal responsibility to satisfy every customer. I wish that Mr. [redacted] had come to us with his problem. By going elsewhere he had unnecessary further expenses. As stated above, we always see this type of problem at no charge and make every effort to resolve the problem, including re-making the lenses at no charge if necessary. I am still more than happy to keep my promise to recheck him and solve the problem at no charge. If Mr. [redacted] does not want me to recheck him (like we did for him last year) I can offer him a $300 refund which represents our profit on these lenses. Unfortunately, we cannot refund the entire cost of the lenses as they are of no use to anyone else and we have paid an outside lab to grind them. I trust one of these offers to resolve this issue will be satisfactory.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Received call from business (Moreen) stated that they need a records release form signed by the consumer She stated that she left vm for consumer stating that they can come into office and sign release and asked if Revdex.com could also call consumer and advised them of this because they would like
to resolve this matter
I am responding to a complaint filed by [redacted] regarding lenses he received in our optical store. I am very sorry he is not satisfied with our service. Mr. [redacted] was examined in my office on February 8, 2016. He then purchased new lenses in our optical. At the time of examination, I explained to him that for a variety of reasons, he may have difficulty adjusting to a change. The change in prescription he was given was the smallest incremental increase that can be ground into lenses (.25). He had difficulty adjusting to new lenses in 2015 after a similar small change. He received the new lenses about 1 week later and we did not hear from until 4/7/2016 when he called our office stating that "the lenses were never correct" and that he went to another optician and had new lenses made. He stated that the other optician told him the prescription I gave him was "way too strong". He requested a refund from us. I personally received the record and had my secretary call him back on 4/8/2016. She told him that the prescription was slightly stronger than 2015. She also told him that I would be happy to recheck him in the office at no charge. If on that re-examination there was any change, we always re-make the lenses (at no charge to him). In-fact in 2015 when he was having trouble adjusting, we did see him back at no charge. He stated that "This is stealing" and hung up. As you know, prescription eyeglass lenses are custom made for the individual, and unlike eyeglass frames, cannot be returned for use for anyone else. All of our customers are informed that "all sales are final" for this reason. However, I stand behind my services and take personal responsibility to satisfy every customer. I wish that Mr. [redacted] had come to us with his problem. By going elsewhere he had unnecessary further expenses. As stated above, we always see this type of problem at no charge and make every effort to resolve the problem, including re-making the lenses at no charge if necessary. I am still more than happy to keep my promise to recheck him and solve the problem at no charge. If Mr. [redacted] does not want me to recheck him (like we did for him last year) I can offer him a $300 refund which represents our profit on these lenses. Unfortunately, we cannot refund the entire cost of the lenses as they are of no use to anyone else and we have paid an outside lab to grind them. I trust one of these offers to resolve this issue will be satisfactory.