Complaints

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 23, 2022, at the City Park West location on East 17th St., I ordered single-vision replacement lenses for my Reading Glasses, leaving the glasses with the optician. He did no measurements for the new lenses, although he did **** them, which leaves the quality of outcome in extreme doubt.The bill is excessive and includes 2 line-items for Backside UV coatings, obviously unnecessary for reading glasses, and especially 2 doses of the same thing. It also includes a charge for a warranty that I did not agree to.Additionally, the clerk promised a 25% discount before creating the bill, something that was not included in the bill.I spoke with a manager by phone on Aug. 24, 2022 who was surly, argumentative -- repeatedly interrupting and talking over me -- and insulting. He kept insisting that they have to itemize the bill and are somehow required to charge extra for a warranty because of the Anti-reflective coating. I tried to point out that the bill is not itemized because it contains no explanations of the purpose or meaning of the additional charges, and he could not provide an explanation either, but he continued with the same tone of forceful argument. Additionally, warranties that are fee-based are never "legally required" as he stated. The customer always has the right of refusal. Both the clerk and the manager engaged in subterfuge and confusion tactics to ensure getting payment that is not due to them. Additionally, I was promised a 50% discount on additional lenses or glasses with my prior purchase (at the South ******* location) as a feature of the same $39.94 warranty charge appended to that order, and was told at that time that the total for the reading lenses with A/R coating after discount would be around $100. Imagine my consternation!

  Business response

  09/07/2022

  To Whom It May ******************* Eyes Of The World Patient Complaint
  BBB ID#: ********
  
  Patient purchased reading glasses on 08/23/22. On 08/24/22,patient called regarding pricing, and wanted a refund. We processed full refund for $247.44 on 08/24/22. We consider this matter resolved.

  Customer response

  09/12/2022

   
  Complaint: 17762211
  
  I am rejecting this response because: 

  
  

  What is needed is to heal this relationship going foward: an apology, and a commitment to treat customers with respect, integrity, and fairness, providing honest interaction and clear, detailed invoicing, as well as a commitment to fair treatment in pricing, and open, mutually respectful communication with customers when something goes wrong.
  
  Sincerely,
  
  *****************

*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. ↩