Vision Path, Inc.

Revdex.com:At this time, my complaint, ID *** regarding Vision Path, Inchas been resolved. Sincerely,*** ***

Customer's subscription paid order of $dollar monthly box went out on Jan ***Customer's subscription was cancelled on Jan **, 12:EST Our Terms of Service clearly state our refund and cancellation policyAll customers have full control of their accountsThis customer was fully aware
of this which they agree to when signing up for the subscriptionCustomer's have the options to skip shipments as well as change delivery frequencies to avoid being billed for the productYou are only billed for the product that ships outTo receive a refund, as stated in our refund policy, the customer must return the product back in its original shipping packageThe customer must mark the package Return to Sender and send it back to usOnce received and processed back at our fulfillment center we promptly refund the customer with the original card they used to make the purchase on fileWe then send an email to the email address on file with the accountCustomer's returned product was received and processed back at our fulfillment center on March ***, via the United States Postal ServicesCustomer was then promptly refundedThe customer emailed us in on Mar ** at 9:am asking about their refund and we responded back the same day reconfirming the refund was processed on our end on Mar ** 11:am

Customer was refunded the full amount for the return shipment since they returned prior to the new policy change. We offer Return To Sender so it is free for the customerThe customer has the option to pay for the Return shipment if they want. We have given this customer a permalink to
view that the refund has been made and to take up the delayed refund with their bank. ***

Order #
*** Shipped out on JULY ** *** Order # *** Shipped out on APRIL ** *** They agreed to the TOS at checkoutThis policy is available on footer of every page and customer was informed of policy during cancellation process prior to when they received the shipment in questionThere was no cost to them to return the lenses to us. Customer has not yet returned unopened lensesContact lenses are a Class II medical device and we need to ensure that they weren't tampered with.Customer had two weeks to change the date of their shipment/charge or cancel their accountThey did neither and we shipped according to the subscription cadence they selected at checkoutWe mention that they are signing up for a subscription times in very obvious ways in the checkout flow (***), once in a follow up email, and again in the first package they receivedCustomer was also told that they could get a refund by writing "Return to Sender" on the outside of the unopened box prior to receiving this shipment I see that this customer knew how to work the tools because they skipped both May and June shipments in their subscription sequence. Order # *** has not been returned back to us yetI see by the tracking it is in transit stillAs our Terms of Service states, once the package is returned back to our fulfillment center and processed back the customer will be promptly refunded if the return is within the day period For Order # ***, this package was delivered to the customer and has not been returned back to us and is past the return period To cancel you must call in to the cancellation line Monday- Friday 9am to 5pm EST which this customer failed to doThis customer finally called in on July 27th at 9:30AM when his account was then cancelled Once the package is returned back to us for Order # *** this customer will be refunded

Thanks ***, Just following up on our callWe are a contact lens companyCustomers enter prescriptions, which we are legally obligated to verify with the prescribers, as was the case in this officeCustomers can find their doctor through a database we maintain, or by manually entering
informationWe can remove prescribers from the database, but don't control what information patients manually enterWe are legally obligated to verify every prescription and there is no concept equivalent to a do not call list where prescribers can request we not contact them, though we remove them from the database as a courtesy if they request it. In this case, the prescriber requested it and so we did remove the office from the databaseI tried to explain to the prescriber that this meant that they were removed from the database, but their patients could still manually enter their information and that a) we didn't control this and b) all of this was voluntary and an unnecessary step we were taking at cost to our business to be more friendly to optometristsThe office hung up on me while I was explaining this. The office got confused when they got a call after we deleted their information because they refused to listen to the full explanation and then submitted this erroneous complaint.Best,Jesse

This customer was charged for the subscription after the initial two week free period. They agreed tothe TOS at checkout. This policy is available on footer of every page and customer was informed ofpolicy during cancellation process prior to when they received the shipment in question. There was...

nocost to them to return the lenses to us. We refunded the customer the partial credit as stated in our TOS(minus the shipping fee and $5 dollar restocking fee). Customer had two weeks to change the date of theirshipment/charge or cancel their account. They did neither and we shipped according to the subscriptioncadence they selected at checkout. We mention that they are signing up for a subscription 3 times in veryobvious ways in the checkout flow ( [redacted] ), once in a follow up email, and again inthe first package they received. We refund once the package is back at our fulfillment center andprocessed to make sure the quality of the package has not been tampered with.[redacted]

Attached is the customer’s history. This customer called in to cancel after their first paid order wasshipped out. They agreed to the TOS at checkout. This policy is available on footer of every page andcustomer was informed of policy during cancellation process prior to when they received the...

shipment inquestion. There was no cost to them to return the lenses to us. Customer has not yet returned unopenedlenses. Contact lenses are a Class II medical device and we need to ensure that they weren't tamperedwith.Customer had two weeks to change the date of their shipment/charge or cancel their account. Theydid neither and we shipped according to the subscription cadence they selected at checkout. We mentionthat they are signing up for a subscription 3 times in very obvious ways in the checkout flow( [redacted] ), once in a follow up email, and again in the first package they received.Customer was also told that they could get a refund by writing "Return to Sender" on the outside of theunopened box prior to receiving this shipment.HistoryUpdated customer status, changed to INACTIVE reason cancellation by[redacted]

This customer was refunded on August [redacted] when we received their package back at our fulfillmentcenter and it was processed and inspected. We notified this customer several times that once the packagewas back they would be notified of their refund. We refunded the customer the partial credit as...

stated inour TOS (minus the shipping fee and $5 dollar restocking fee). Customer had two weeks to change thedate of their shipment/charge or cancel their account. They did neither and we shipped according to thesubscription cadence they selected at checkout.[redacted]

Attached is the customer’s history. As stated in the terms of service that they agreed to when signing upafter the first two weeks the first paid order is then shipped out. The shipping frequency isn’t implmenteduntil the first paid order. This customer was charged on July [redacted] So the frequency that...

he placed was setfor 89 days after July [redacted] This customer returned the product and was refunded a partial credit which isalso in our terms of service. All orders returned in the original packaging within 30 days will be honored apartial credit. ($5 dollar restocking fee and the shipping and handling is not refunded.) This customer wasgiven their partial credit on August [redacted].[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me and the issue isn't resolved as the business appears to not have accepted responsibility or changed their practice to ensure this doesn't happen to others.  While they are resting on their agreement language to fault the client or prescribing doctor, in fact they failed to ensure that the lenses shipped complied with the prescription for toric lenses.  They later acknowledged they do not even carry toric lenses, so there was never an option to correctly fill the prescription.
Sincerely,
[redacted]

The Contact Lens Rule requires resellers to call/fax for verifications in cases when the patient has notsubmitted a physical prescription or copy thereof. The reseller must provide the patient's full name andaddress; the power; the name of the manufacturer (St. Shine); the base curve (8.6); the...

diameter (14.2)when appropriate; the material (Methafilcon A); the quantity ordered; the date of the order; and the dateand the time of the request. We provide all of these things when verifying. It is the duty of theoffice/provider to fax back denials within the appropriate time frame required by law or we are legallyallowed to ship the lenses. Prior to ordering customer’s agree to our Terms of service which states thatthey have a valid Hubble prescription and doctor approval. We depend on the honesty of the customer andthe thoroughness of the doctor to assure that everyone is happy. Contact lenses are a Class II medicaldevice and we need to ensure that they weren't tampered with. This is why we only accept unopenedpackages.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We emailed the customer on April [redacted], April **, & April [redacted] and are waiting on her response. The reason that the customer has not received a confirmation email is because their doctor cancelled their order. We have refunded the customer completely and instructed them to obtain a valid...

prescription for our lenses so that we can fill her order.

Customers may cancel Monday through Friday, 9am to 5pm Eastern Standard Time with the number provided in their Hubble accounts.  This customer agreed to the TOS at checkout. This policy is available on the footer of every page and the customer was informed of this policy during the...

cancellation process prior to when they received the shipment in question. There was no cost to them to return the lenses to us. The customer has not yet returned the unopened lenses. Contact lenses are a Class II medical device and we need to ensure that they weren't tampered with.  The customer had two weeks to change the date of their shipment/charge or cancel their account. They did neither and we shipped according to the subscription cadence they selected at checkout. We mention that they are signing up for a subscription 3 times in very obvious ways in the checkout flow (www.hubblecontacts.com), once in a follow-up email, and again in the first package they received. The customer was also told that they could get a refund by writing "Return to Sender" on the outside of the unopened box prior to receiving this shipment within 30 days of receiving the package.   Once received as stated in the Terms of Service, and all other policies are met, the customer will be refunded for the product minus the shipping fee and restocking fee.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[We have asked for the verification requests to provide all the required information in order to verify a request. We have even tried to compromise and asked at least for the requests to be documented as a faxed document. We asked all contact to cease due to the inability of the company to provide required information and provide documentation of the lack of information provided. The requests we are receiving now have even less information. There is no productive communication received, therefore we have asked all contact to cease.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]