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USA Optical, Inc.

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Reviews USA Optical, Inc.

USA Optical, Inc. Reviews (1)

Review: I purchased 2 pairs of eyeglasses .One for me and the other for my wife. After waiting 3 weeks my pair had a defective right lens,My wife's pair had the focus point set wrong in the lens and the frames were wore out …the hinges were already loose ..I think they were a display pair.we returned the glasses the same day !-18-14 at 4:45.We explained what the trouble was and she agreed with us.Since the store was closing she couldn't credit my account until monday morning.On Monday the store manager called and refused to credit my account and began repeatedly reading a store policy script.she refused to have a conversation about the cost a poor quality of the product.I became very frustrated and hung up.this is the most i've ever paid for glasses $1414.29.and this is the worse I've ever been treated .I would just like my money back.Oh I forgot to mention both sets of lens had #s and id marks engraved on them…pretty much in the field of vision.I never saw this before …i 've been wearing glasses since I was 7…also neither of us was provided a copy of our prescription as required .Desired Settlement: credit my [redacted] account.and stop contacting me

Business

Response:

To the Revdex.com.

This is a response to the complaint I received. I will discuss each point made in the complaint and I will also discuss the incident that occurred towards the end of our phone call

First the glasses were purchased on Monday 12/30/2013. They were ordered after we reopened from the holiday on Thursday 1/2/2014. We notified the patients that they were ready for pick up on Monday 1/13/2014. That is 9 business days. With an estimate of 7-10 business days we were right on schedule. He came to pick them up 5 days later on Saturday 1/18/2014.

I called the patient on Monday morning January 20th. I tried to discuss the issues he was having with the glasses but he did not want help, he wanted a refund. I tried to tell him that just because the glasses do not work immediately does not mean they are defective. He said he paid a lot of money and they should be right the first time. I tried to explain how we would go about fixing the problems: doing adjustments, a recheck with the Doctor, new lenses, a frame restyle if necessary. He said he did not have time to keep running back and forth and he wanted a refund.

In his complaint he wrote that we used glasses that were a display pair. All the glasses we sell are on display. We use the frames that we have in stock like most other optical companies.

He mentioned that the girl who helped him agreed with the trouble he was having. If a patient is having trouble, we do agree there must be a reason and we will do our best to find a way to rectify the problem and get the patient a pair of glasses they are happy with.

He made mention that since our store was closing for the evening we would be unable to credit his account. However, a manager must handle all refunds and there was no manager on staff at the time. The girl who was helping him recommended that he take the glasses, he refused and left them here. She told him that a manager would call him on Monday to help him.

I did refuse to credit him the full amount for a refund for the reasons stated above. Eyeglasses are a custom made prescription product and are non-refundable. I explained that we require the opportunity to correct the glasses and work out any prescription or quality issue. Without that opportunity to make those corrections I told him that I would refund him 65%. 35% of the purchase price would be kept as a restocking fee for our loss. We can only get credit when an item is returned in place of a new order. Therefore, without a reorder we would get no credit for the return of any of the products.

I feel I treated him fairly and was willing to do more than policies warrant.

I told him that he can just order glasses from place to place and return them without trying to get the problem correct. If so you would be starting over and over and never get the original problem corrected. He told me he can and he does. I told him I wished I would have known that before the original sale. We could have used some of his previous history of problems and incorporated them into making a new pair.

He made a complaint about the numbers and ID marks on the lenses. Each and every progressive no-line bifocals have numbers and ID marks on them. They are visible to the naked eye. They give the specific brand of progressive as well as the material, lens attributes and the power of the bifocal. This issue was not discussed at all by the patient. These markings are important for future eyewear purchases as they give the nest optician a lot of information about the history of what was worn in the past. It is the manufacture signature and verifies that you are getting the item that you intended to purchase.

He complained that he did not receive a prescription copy. We are happy to print out any final prescription if one was not handed to a patient when they were here we would be happy to reprint upon request at any time. A patient is entitled to a copy of the prescription we would not have denied that request. We can mail, email or fax the prescription. This issue is easily corrected and was not previously brought to my attention.

I did my best to rectify the situation. The more I tried to offer help the more he added to his list of complaints. However, the only option that he gave me was to issue him a refund. That is not our policy, he became very irate when I did not give into his demands and then became hostile. He told me that I better not make him come here. He began calling me various profanities and cursing all the while saying: “I don’t know what will happen if I have to come to the store." I said I was going to call the police since he was threatening me and I would be filing a report. And so I did. I tried my best to help this patient. He was unwilling to compromise and became violent when I would not give into his demands and that is not acceptable.

I can offer the patients a 65% refund. Or they can pick up their glasses. They can do so at any of our locations and we can make arrangements to get the glasses to the location of his choice. We can also mail the glasses to his home. They may receive adjustments at any of our 3 locations. He can see one of our Doctors and any of our locations for a recheck after it have been determined that a recheck is warranted. We can restyle the frame if necessary. We will do all this at no cost to the patient with 30 days of notification that the glasses are ready for pick up. February 13th would be the last day for any changed to be made at no cost.

Thank you,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:We called USA Optical the morning of 1-13-14 to check if order was in since it had been 2 weeks. The employee advised it's 14 business days & should be in by 1-16 since there was had been a holiday 1-1-14. We received recorded message 1-14 that one pair glasses in & another recorded message 1-16 that other pair was in. We visited store on next day off work 1-18. When glasses returned to employee she stated only manager could authorize refund & manager would call Monday 1-20 to do that since we were within 30 day guaranteed satisfaction period. The "policies" were never mentioned. Since the conversation on 1-20 there has been no written or verbal contact to us

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Description: Optical Goods - Service & Repair, Sunglasses, Contact Lenses, Eyeglass Suppliers, Optical Goods - Retail

Address: 2553 East Market Street # 2181, York, Pennsylvania, United States, 17402

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