Complaints

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am submitting a complaint against Shopko Optical (Madison ***** with the intent of receiving a refund for the purchase price of a pair of glasses I cannot wear. Please see the attached PDF for the full description of what occurred and why I am making this request.

  Business response

  04/20/2022

  Shopko Optical is disappointed that the customer was not satisfied with her purchase and has offered to refund the customer for her glasses.

  Customer response

  04/28/2022

  [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.  I would like to add, however, my dissatisfaction with the way the manager, ***** acted upon my returning my glasses.

  I received a call from **** on 4/15/22, advising I could return the glasses for a refund.  Due to scheduling conflicts, I was unable to return until 4/26/22.  I proceeded to tell **** I would require written documentation the claim void request with my insurance carrier, EyeMed, was made.  **** told me he couldn't do that.  I asked why, and he indicated that was handled by corporate.  He stated he could write something up to indicate the request would be made.  I asked if it would be on letterhead - he advised no.  I asked what the letter would say, and he advised, "Anything I want it to."  I asked him to call corporate, and he refused, stating they were "all out on sales calls."  I asked, "Everyone??," to which he replied the one person he could talk to was likely unavailable.  I told him I required him to call his contact and at least leave a voicemail.  I argued with him for at least five minutes, advising him I would not leave the store without something in writing as confirmation my claim would be voided with EyeMed, nor would I return the glasses until such documentation was provided, before he eventually acquiesced.  He left a voicemail for his contact (****?) at corporate, advising he'd offered to put something in writing regarding the voiding of the claim and stated I'd declined this.  I had not, which, when he returned after leaving the voicemail, I advised him.  He then said, "Do you still want me to write a letter," and I said I did.  He typed up a brief letter and signed it.  I reviewed and signed/dated it, then told him I would need an email from corporate when the request to void my claim had been submitted.  He took my email address.  He'd also advised me after leaving his voicemail for corporate he'd also emailed his contact.  We then began the refund process, and during that time, his corporate contact called.  He explained he and I had come to an agreement (an email would be sent to me when the claim request was issued to EyeMed).  I received a receipt for the refunded portion I'd paid using my Flex card, and by the time I arrived at home, I received an email from corporate advising my claim had been voided with EyeMed.  I called EyeMed to verify this, and it was confirmed.  I have also now received the funds back in my FSA account for future use.

  While I agree the overall desired outcome (a refund to my FSA card and the claim being voided with EyeMed so I could submit a new claim through another eyewear provider) was completed, ****'s obstinance with my requests were less than satisfactory.  Considering I had not been properly informed of the 90-day stipulation for return, turned away multiple times when I'd advised there was a problem, then called a liar when I'd advised I had indeed asked for a refund, I feel a request for something in writing before returning the glasses was the least they could do and was completely reasonable.  ****'s customer service skills are seriously lacking and, quite frankly, I do not feel he is a trustworthy person given my experience, which is why I'd asked for written proof a request to EyeMed was provided.  To note, I also did not get an apology for being called a liar several times.

  
  Regards,
  
  *************************

  
  

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