ComplaintsforLaurier Optical

• Initial Complaint

  21/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of glasses from Laurier Optical 8 Market Place, Nepean, June 17/22. I have not been able to wear these glasses since I purchased them. There have been x2 issues since I purchased the glasses. The first issue is that they never fit me properly even though I have had numerous adjustments to try and resolve this (Kingston location). The Kingston office was very helpful in trying to adjust the frames but they were not successful. I had purchased progressive lenses initially but I could not adjust to these The glasses were sent to Ottawa by the Kingston office to change back from progressive lenses to a regular lens. After this change the glasses still did not fit me properly. Still too heavy and continued to press on my head/nose. Kingston office tried to adjust them but the Manager in Kingston informed me that the problem with the glasses is that the glass is too thick. This was the problem from the beginning. The frames I purchased were a heavier frame and the glass that was repeatedly put into this frame was too thick. The glasses were again resent to Ottawa. The issues were not resolved. I cannot wear these glasses. I returned to the store in Ottawa a couple of weeks ago and was informed by their staff that the last time my glasses were sent to Ottawa they were "ground"?? The Manager in Ottawa called me after my visit to Ottawa to inform me that the Management at Head Office had directed her to inform me that if I want any more changes I have to pay for them. She never listened to my concerns. I tried to reach the Head Office repeatedly to explain the situation but they will not return my calls. Their website states "best optical experience...commitment to excellence" and their voice mails messages state they will "return your call." They never called. I paid over $600 for these glasses that I cannot wear. I am not prepared to pay any more money to this company for a poor product, repeatedly poor workmanship and poor customer service.

  Business response

  23/05/2023

  In response to this complaint, please see the attachment of invoices in our system outlining the time frame and what was done.
  
  June 17, 2023
  Customer purchased (71-5509) for $620.90 – including a frame and HD Premium Progressive lenses. 
  
  July 21, 2023
  Customer was unable to adapt to progressive lenses and as per our warranty, the lenses were changed at no charge to single vision readers. And given the customer complained about the weight issue, the lenses were upgraded from 1.50 index (what was paid for on June 17, 2023) to a 1.60 index at no charge for customer satisfaction.  This represents an upgrade worth $119.00.
  
  September 29, 2023
  Customer returned two months later still complaining that the lenses were too thick and the weight was an issue.  The customer was advised that she should consider a smaller frame to help reduce the thickness, but the customer advised she was unwilling to change the frames to a better size.  In order to again work towards customer satisfaction, the lenses were redone again, but upgrading the lenses to a 1.67 index at no charge.  This represents an upgrade worth $179.00.
  
  May 2023
  Customer returned to the Barrhaven location over seven months later complaining again that the glasses were too heavy.  The store manager advised the customer that we need to change the frames, as their design (heavy) and the lenses combined were causing the issues, or she could upgrade the lenses.  The customer was unhappy with this offer, so the manager called the head office and was advised that the company would wave the single vision lens fee ($135.00) and the customer own frame lab fee ($40.00), both of which were also waved on the first two upgrades, but the customer would need to pay the fee of $259.00, as we are now eleven months after purchase, and not only has the customer refused to change the frame as advised, but we have upgraded her lenses twice for no charge.
  
  The customer advises that she cannot wear these glasses, and yet there was a time lapse between the last free upgrade and the May visit of more than seven months.  You cannot keep a product for eleven months and then try to return it, especially when the company has made great effort to solve the problem with zero financial impact to the customer.
  
  Regarding not returning the customer’s call, I apologize, as I was out of town for over one week and unable to contact her.  I believe my co-worker from the office informed the customer this much when she called, and I apologize if this did not happen.  The offer made to the customer still stands, but a refund after two free redo’s and over eleven months is out of the question.  The customer has now received hundreds of dollars worth of free work from Laurier Optical to the value of $628.00.
  
  Offer to the Customer
  Change the frame to a smaller frame – up to a value of $379.00 – free of charge.
  Change the lenses to 1.74 index – for a fee of $259.00 – waving the single vision fee of $135.00 and the customer own frame lab fee of $40.00.
  Customer can choose either or both #1 and #2, but it will be a final redo of the glasses without any full charges moving forward.
  
  Laurier Optical now has 25 locations and over 120 employees, and pride ourselves on excellent customer service to our customers, before, during and after the sale.  In this case, we have exceeded any logical expectation for solving a commonplace issue among glasses wearers.  Our offer to the customer will remain in effect until June 30th, 2023.  After which the customer will be required to pay full fee of any lens or frame changes, she may wish to make.
  
  Thank you;
  
  **** ******* **** *********
  Laurier Optical

  Customer response

  23/05/2023

  
  Complaint: 20087491
  
  I am rejecting this response because:

  The company continues to blame the client for glasses that never fit from the first set of frames. The email to *** is the first I have had a response from Head Office who repeatedly refused to respond to my request to speak them. They never contacted me during the year to see what the ongoing issue was. They knew I was out of town and I was not in Ottawa on a regular basis. They took a very paternalistic response in telling me what my problem was without ever consultiing me as a result repeatedly made the same mistake. I am requesting a refund of $620.90 from this very unprofessional company who does not stand behind their customer service of "commitment to excellence..and the best customer experience." 
  
  Sincerely,
  
  **** ****

  Business response

  23/05/2023

  Good afternoon;
  
  In response to the customer's request for a refund.  Laurier Optical will not be refunding the customer after just under a year and multiple attempts to provide customer satisfaction.  In relation to the comments by the customer. . .
  
  “The company continues to blame the client for glasses that never fit from the first set of frames.” The customer was offered an opportunity to change the frame on multiple occasions during her visits to Laurier Optical, all of which were declined by the customer siting the fact that she liked only the frame chosen and would not change the frame choice.  So in fact the frame choice was brought to the customer’s attention as a potential solution to the problem.  In fact, in my previous response, I again offered to change the frame at no charge, and again it has been declined.
  
  “The email to *** is the first I have had a response from Head Office who repeatedly refused to respond to my request to speak them. They never contacted me during the year to see what the ongoing issue was. They knew I was out of town and I was not in Ottawa on a regular basis.”
  This again is not correct.  The customer was actually served twice in the Kingston location by the Vice President of Sales, and you cannot get much more head office than that.  If the comment is referring to myself, I did apologize and was unable to contact the customer.  At the same time, the customer noted that the offer made for the $259.00 and the change frame was given by the store manager in Barrhaven at the request of the Head Office.  The customer was also told that this was the best the Head Office could offer. So that would be three times the customer basically dealt with the Head Office.
  
  “They took a very paternalistic response in telling me what my problem was without ever consulting me as a result repeatedly made the same mistake.” 
  Laurier Optical did not make a mistake and has tried multiple times and multiple ways to help this customer be satisfied.  We have changed the lenses and increased the index, thus reducing the thickness and weight, both times at no cost to the customer.  When the customer refuses to change the frame which is very heavy, I cannot see how the company is at fault for doing everything possible to make the problem resolved.
  
  “I am requesting a refund of $620.90 from this very unprofessional company who does not stand behind their customer service of "commitment to excellence. And the best customer experience." 
  I cannot understand how the customer can make this statement.  We changed the lenses from progressive to single vision free of charge.  We upgraded the lenses twice to reduce the thickness by changing the material at no charge to the customer.  We have repeatedly offered to change the frame and have offered to wave additional charges for the lenses and customer own frame charge should the customer wish to move to the 1.74 index.  We have more than surpassed any kind of customer service expectations that any customer should or would normally have.
  
  Again, the offer in the original response stands.  If the customer wishes to take advantage of the offer, she may do so until the close of business on the 30th of June 2023.
  
  Thank you;
  
  **** *******
  Laurier Optical 

  Customer response

  25/05/2023

  
  Complaint: 20087491
  
  I am rejecting this response because:

  As is evidenced from the responses from Laurier Optical the glass frames I purchased from them are heavier than other frames they sell as is evidenced by their repeated attempt to have me purchase another set of frames. I would expect that this company would have replaced the lens many months ago at a higher index to thin out the lens knowing they sold me a heavier pair of frames. I like the frames. I would appreciate it if Laurier Optical would replace the lens in the original frames I purchased from them without any further costs to me. It has been their mistake from the beginning by repeatedly putting in a heavy lens into a heavier frame and then blaming me for not being able to comfortably wear them. I will not pay any more money to this company. All I ask is that they replace the lens at the appropriate index for the frames so that I can wear them or give me a refund. They continually try to tell me what to do ie buy a new frame or pay for a thinner lens as if this is my fault vs fixing their repeated mistake of putting a heavy lens into a heavier frame.

  
  
  Sincerely,
  
  **** ****

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