Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I represent my 100 year old (12/22/1921) mother, *****************************. She purchased two pair of glasses from this business this year, 2022. The second pair blocked her ability to see. She discovered the service person had pushed the two nose pieces together so the glasses could fit her face. She was unable to see due to these parts interfering with her sight. She returned the glasses and was given what was available, a man's pair of glasses. This pair kept falling off her face. She was also unable to see through these lenses. The third time we went to this company ******* choose another pair of glasses, more appropriate for her. (By the third pair she had gone to the optician and needed new lenses.) These were created and they were perfect. This is THE PROBLEM 1. ******* paid $1100. for the first two pair of glasses 2. ******* was not charged for the second and third unsuitable frames. She returned both o these inappropriate frames.3 No monies were refunded.4. When we received the final pair of glasses, correct fit and lenses, the salesperson asked for $500.00 further.5. When I questioned this extra fee, she replied that she had furnished 2 free pairs of glasses that had to be returned. I replied that we originally paid $1100 and the glasses was not useable. She replaced them twice, inappropriately!! I said we paid $1600. for two pair of glasses, and that this was 'theft' for an older person!!! My mother did not have a lot of money.(In fact, I paid the $500.) I indicated that Linder Optical should absorb these mistakes and n ot add a further charge. When the salesperson replied, "WHY?" I stated that this was a company with constant income and customers and ******* was an old woman with minimal money. THE WOMAN DID NOT CARE! 6. In the end *****************************, my mother wound up paying $1600. for two pair of glasses! The original pair of glasses that was paid for was not offered back. ******* still doesn't understand how or why she was charged

  Business response

  04/03/2022

  In August 2021, ***************************** purchased 2 new pair of glasses which included lenses and frames.  She also purchased new sunglass lenses for her own frame that she provided.  The two new pair were a bifocal and a single vision distance for TV.   

  ***************'s total for all three pair was 1151.00 in which she paid.

  
  

  In October 2021 ****************** came in and said she does not like the glasses, both the bifocal pair and the TV pair and wanted us to replace both new pair.  We replaced both the bifocal pair and the distance Tv glasses at no charge.  We had to order  new lenses as the original lenses would not fit the 2 new frames that she liked.

  
  

  In February 2022 she came in and said her one pair she did not like the frame and could I take the lenses and give her another frame.  The only frame we had in the store was a mans **** frame.  I told *** ******** that it was a mans frame and that I could not adjust the temples, as the material does not allow that to happen, and it will slip on her.  She said she liked the frame and she wanted it.  So we transferred the lenses into that frame.  

  
  

  Two weeks later a new prescription was brought to us with a change of the left lens.  I said we would change the lens for her.  She did not like the frame that kept sliding on her, so we showed her new frames.  I told her since this was the third frame, we would have to charge her for this.  Her son was there and I cleared it with him as well.

  
  

  When she came in to pick up the new pair, I had charged her for lenses and frames and took back the pair that she could not wear.  I should have only charged for the frame, that was my error.

  
  

  After they left, I felt bad and sent a check to ******** ********* for the cost of the glasses 494.00, made out to her daughter, as her daughter paid for them.  I sent it to the only address we had on file for **** *********, and this past saturday, the envelope came back.  I received the letter from BBB and it had her daughters name and address on the letter, so I sent the check to her daughter.  **** ******** still has 2 pair of glasses that have the old prescription in each left eye which I would be willing to fix for her at no charge.  

  
  

  We are a small business and since the pandemic, we are holding our own.  I am willing to do what ****************** wants us to do.  I am responsible for what comes out of this office and will do the right thing.  

  
  

  Please let me know if you have any other questions.  ******* Office No:  ************

  Customer response

  04/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

  I accept resolution.  First pair of glasses were manipulated at nose so ******* could not see out of them.  Second pair were men's frames and fell off her face.  ******* was not being arbitrary.  These expensive frames were not correct for her!!!  This business does a lost of business!!!

  I accept the resolution.  They returned inappropriate fee of $594.  Thank you. **

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩