West Point Optical Group

Initial Business Response /* (1000, 9, 2016/05/10) */
Mr*** did come in for an exam in May of DrS*** did write out a new prescription for a bi-focal and or a progressiveMr*** stated that he wanted order just a lined bi-focal for his lensesWe made the lenses to what was
written by the Dron the first pairAfter days Mr*** did come back and say they weren't working out for him because he couldn't see well at the hands reach areaHe decided to try out a no line progressive with the new prescriptionAfter days of trying the progressive he then stated that that pair wasnt working and wanted to go back to a line bifocal, but wanted his old prescription which he thought worked better for himWe made the lenses for a time, and after that point we did not see Mr*** back in until his exam
After his exam DrS*** did write a new prescription in which he did try a lined bi-focalAfter days he came back in for a re-check with the Drand explained what he was looking for and that he wanted the reading power to be more for his hands reach distanceShe explained that the progressives that we now offer give a wider range of vision that what he tried previouslyMr*** paid the difference for the upgrade and tried it out for daysBefore the days was up he came back in and said he wanted to go back to a lined bi-focal with the newest RXWe made the lenses again for the third timeMr *** then inquired about a refund for the upgrade that he did receive, but since we went back to a bi-focal he wanted his money backOur policy states on the folder that he did receive, "Unfortunately since your glasses are made specifically for you, we are not able to offer any refunds." I talked to Mr *** on the phone and told him that we could put a credit on to his account for $that he could use for a future purchase for himself or even his wifeHe did agree to take the credit onto the accountA few months went past and we received a call from Pearle Customer Care about a complaint from Mr***I responded back that we gave the credit to Mr*** and he agreed upon taking itI unfortunately can not control how fast the Customer Service team and Pearle Vision responds to his complaint
Unfortunately we still wont be able to issue a refund, since it is company policyThe credit on the account is still good and does not expireEven if Mr*** wanted to just put the credit towards a frame purchase and take it somewhere else to get lenses he can
Thank you,
Matt C***
Store Manager
Pearle Vision Cuyahoga Falls
***
Initial Consumer Rebuttal /* (3000, 12, 2016/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
:(