VIP Optical

Review: I [redacted] do not dispute the fact I ordered the lenses from VIP OPTICAL on July [redacted], 2013. However, when my grandson got home after the transaction he told me how the cost of the $770 would be covered. The method it would be covered was the merchant was going to take money from the insurance holder and all four persons covered under the insurance ([redacted], [redacted], [redacted], and [redacted]) for the past two years. I did not approve of this method and I did not want to lie to the insurance company. The following day, July [redacted], we called the VIP OPTICAL center to cancel our transaction. We had never seen or received the lenses. The merchant began to threaten us and yell at us that he would “fight us and lie to the bank if necessary to keep the $770”. Also they threatened for us “never to return or that they will not serve any of our family”. Furthermore, the fact that the merchant had lied to the bank just now about picking-up the lenses does not merit their integrity as a merchant or in this dispute. I have a bank account statement stating that I canceled the transaction on Monday July [redacted], 2013. Not in a week, but 2 days after the transaction which was within the policy, meaning I was able to receive a refund.

We attempted to peacefully mediate the transaction, trying to be credited back by the store the $770, but the merchant would not comply even though it was within the 7-Day policy of return/exchange. Once again, we did not even obtain the lenses at any point. We did not receive a receipt, invoice of cancellation, or proof of said cancelled transaction from the merchant as said by them “that they will fight us on this matter”.

I attempted to dispute the fact with my bank, Capital One, but they have said my case is closed and not possible to re-open because we do not have proof of cancellation, particularly the invoice. Thus I am certain that VIP Optical had set us up on this matter, in their favor.Desired Settlement: Refund of the $770 amount in full and an apology.

Business

Response:

Please be advised that [redacted] came to our store with her grandson, [redacted], on July **, 2013 to order a pair of ophthalmic glasses and prescription sunglasses for [redacted].

Due to the [redacted]"s prescription, the lenses ordered for both pair of glasses were super thin single vision lenses in polycarbonate material which were custom made. After [redacted] and [redacted] left the store we placed an order for the lenses. According to the store policy (stated on customer's receipt) and due to specific nature of our business, custom made items are not a subject to cancellation or return due to the fact that the lens manufacture does not allow us to cancel the order which is already in a process. The 7 day exchange policy that client refers to in the complaint notice only applies to the non custom made products, such as non-prescription sunglasses or purchase of a frame only as it is stated on customer's receipt.

When glasses were made we notified [redacted] that the glasses are ready for a pick up. [redacted] came to the store and picked up the glasses. [redacted] also asked us to give her four receipts (for 4 different family members) so she could submit four claims to her insurance company in order to cover the cost of the purchase. We advised [redacted] that we are not able to satisfy her request as it is an insurance fraud, and can only give one (original) receipt in the name of the person who placed the order - [redacted]. [redacted] was very disappointed and left store. In about a week [redacted] came back to the store and wanted to return the glasses due to the fact that her grandson "has changed his mind". I explained [redacted] that according to our store policy custom made lenses are not a subject for an exchange or return (as stated above). [redacted] left the store and we haven't heard anything from her until we received the charge back notice from her credit card. We feel this situation is a direct result of us refusing to satisfy [redacted]'s request to participate in insurance fraud.

We ask all of our customers to respect the store policy. Please advise [redacted] that we will be happy to make any necessary legal adjustments to satisfy her needs but there is no validity in the current complaint. We would also appreciate if you could advise [redacted] that any further attempts to discredit and tarnish the reputation of our company would be transferred to the company's lawyer.

Should you have any questions please do not hesitate to contact me or the store manager [redacted] at: VIP OPTICAL ###-###-####

Consumer

Response:

At this time, I have not been contacted by VIP Optical regarding complaint ID [redacted].

Sincerely,