Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a second pair of glasses totaling over $700.00. They have never notified me of their arrival from the lab. The prescription is off... as in, they glasses are not centered properly at the lab. They continue to do nothing about it. I am waiting for them to call me about getting them fixed. I have visited them and called them several times. They have never called me. It's been months.

  Business response

  11/15/2024

  Patient contacted our clinic requesting an additional set of glasses so he could have a back up pair should something happen to his primary pair that he purchased through our clinic in July of this year.  Both frames are identical and patient requested that the lenses be made identically as well. Our optician ordered the exact parameters as the primary pair per patient request, however after glasses pick up, the patient voiced concerns that the clarity in his vision was different than his original pair, stating that he felt the focal point was off."  I assured him that I would look into this and compare the orders including all parameters of the lenses, to make sure that it was ordered and manufactured correctly, and all parameters checked out to be identical.  The patient requested that he would like the lenses to be remade by the lab, also requesting a lab in ********** to possibly make the lenses.  After discussing with the patient the circumstances of working with other labs, we agreed with the patient to reach out to the lab that made the lenses, to collaborate with them given the patients symptoms to troubleshoot and correct the issue.  Ultimately the lab suggested a change in the progressive lens design and remade the lenses under a doctor's remake, at no additional cost to the patient.  When the patient picked up the remade lenses he confirmed at that time that he felt the issue was resolved, and that he was happy with the clarity in the new  set of lenses and that the lab corrected the error in manufacturing.  A follow up call was made to patient 3 weeks after new lenses were picked up to assure patients continued satisfaction.  Patient did not answer his phone at that phone call, however message was left to contact our clinic if he had any further questions or concerns.  To our knowledge this issue is resolved and patient is satisfied with outcome. 

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