Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to this optometrist office for an exam and set of glasses. 2 weeks go by and they call me to say the glasses are ready to be picked up so I go in and to pick them up and when I try them on my whole vision field is fuzzy and blurry so the lady behind the counter tries to blow it off by saying we made a mistake. Ill have to send them back and have the prescription redone so you can see. Keep in mind now this is an optometrist office now. I said dont make mistakes with my eyes. I have to see. The lady who waited on me was extremely rude and disrespectful and acted in a rude manner towards me. She denied my request to tell me the name of the person who put in the wrong prescription just saying it was one of my office managers. Totally disgusted by the way I was treated and All I want is my glasses with the right prescription. Incompetents at its best

  Business response

  03/22/2024

  To whom it may concern,
  The patient in question came to pick up his glasses and stated his vision was blurry. After reviewing the information, it became apparent that an error had been made when ordering the glasses. The office manager immediately acknowledged the error and apologized for the inconvenience. We do not ever want anyone to think they are being "blown off" and any issues are taken seriously. The patient, however, became very belligerent and stated that no mistake should have ever happened. We sincerely regret allowing this to happen in the first place and have taken measures to ensure that all orders are processed properly in the future. An offer was made to cancel the job and return the money to the patient, but he declined as he still needed a new pair of glasses. He wanted to know who had ordered the glasses, but we do not keep records of who orders what, and it is our top priority to rectify any errors made no matter who
  made them. He asked that the glasses be made as quickly as possible. We reordered the job on March 14th, and received it on March 20th. After verifying that everything was made properly, we notified the patient. He picked up the glasses the same day and stated the vision was great and sincerely apologised for his previous behavior. His apology was very much appreciated and the interaction ended on a good note. Once again we would like to apologise for the mistake that was made and are happy to have come to a resolution. 

  Customer response

  03/25/2024

   
  Complaint: 21431933
  
  I am rejecting this response because: while I realize sometimes people make mistakes I cannot accept well we made a mistake and corrected it. They say I got belligerent??  Well pardon me but I tend to get that way when I cant see.  They are supposed to be medical professionals.  And again for the record the woman in the office who first provided service too me was also belligerent and condescending asking me why do you want to know who made the mistake??  I said because Im the customer and Id like to know.  They refused as if to protect her because they knew she was wrong. The customer is always right. Even when hes wrong hes right. Means nothing here. I apologized for my behavior but feel it was warranted.  I. On the other hand. Never got an apology. All they did was try to justify their mistake. You dont make mistakes with peoples eyesight. Period.  I had every right to be upset. I paid for those glasses up front in full. In any event I am glad I finally got my glasses but they lost a customer.  Terrible customer service in my opinion 
  
  Sincerely,
  
  *********************

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