Complaints

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my glasses May 2 2023. I paid for and ordered them to be transitions. I can't find my record of payment so I think I paid cash around $100.00 They should have it on file. On June 30th I picked them up and they did not transition. My current pair of glasses was completly broken in half and were not repairable so I really needed my glasses. To remedy this the incorrect/new lenses were removed from the new frames and my old lenses were placed into them. The incorrect/new lenses were sent back and months later I received a call from the business. I was told my second pair of glasses which were a pair of sunglasses had arrived. I didn't understand why they thought I ordered prescription sunglasses. I had to re-explain this situation to them and the person (I think it was the same person each time) advised they remembered and would send those sunglasses back to the lab and order the transitions. This was the second time it was incorrect. I was advised or so I thought that those glasses were being sent back to the lab for them to be remade the third time. I waited months and called back. At that time I was told that the glasses were never sent back and that the ************* wanted them back. The same person advised me he didn't realize the lab wanted them back. This makes no sense to me that the business was not doing anything reasonable to correct their second mistake. I was told it would probably be about two more weeks for the glasses to come back. It's been three more weeks now and last time I called a couple days ago there were still no glasses. This is absolutley unacceptable. I want my money back or my glasses. I understand I have the fames and don't expect a full refund. My order shouldn't be on the back burner it should be high priority as I've been waiting longer than any other customer I imagine. I paid for them and have been waiting 6 months now! I'm almost due for next years exam as November will be month 7.

  Business response

  11/07/2023

  Hello,

  Thank you for your time in leaving this feedback. I sincerely apologize for the delay with your order and agree that the order timing is unacceptable. I am working with our team to review how this happened and to give our team guidance to ensure a better experience going forward. I will be contacting you directly to provide order status updates and provide refund information. Please do not hesitate to contact me with any further questions.

  Best Regards, 

  *******************

  Office Manager, Rolling Hills Eyecare

  ************

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