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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On their website, up at the top of the screen it reads, "Order today and receive ultra-thin lenses," so why did you provide me with thick **** lenses for my " order #*********** and rx which is a mild myopia rx of *****? **** lenses are not ultra thin like **** would be considered. **************** just keeps repeating, "For some high prescriptions, it is impossible to decrease the thickness," In the picture same exact prescription **** sph .25 cyl bottom one is **** index thin lens in a metal frame from elsewhere and the other is the **** thick lens you provided me in your metal frame. SIMPLY PUT THIS IS FALSE ADVERTISING AND FRAUD TO CLAIM YOU ARE INCLUDING THIN LENSES!
Business response
12/11/2023
We do have a no questions asked return policy so we will refund you with the return of your glasses. We are already working with you through Paypal to make this happen.
In regards to how we handle thin lenses we do make it clear on our site (as you have pointed out) that we are UP TO **** high Index. We use a material based on the prescription strength. For prescriptions +/***** and below, which yours was, we use an itFit Elite P-CR39 which is extremely clear and still thin because of the lower strength of the prescription. For prescriptions above +/***** we use an itFit Elite high index **** lenses. We do not charge extra for prism or difficult prescriptions. All of our lenses include UV blocking, super hydrophobic, anti-scratch, Oleophobic and anti-glare coatings.
The frame chosen was an extremely thin frame and is designed for the lens to sit like it is. If we had used the **** lens instead your glasses would not be as clear as they are and would not be as strong a fit in this particular frame. The odds of lenses popping out would be higher. That said we did offer to remake the glasses with a **** lens regardless.
If your prescription had been above **** it would have looked similar with a full high index **** lens because of the higher prescription value. It is just how this particular frame is designed.
We do apologize for any misunderstandings.Customer response
12/11/2023
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.Sincerely,
*************************Initial Complaint
05/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 5, 2022 purchased two pairs of glasses to Hip Optical, one of them (***** style) broke after a month, I wrote the company and they stated their guarantee is only for 30 days, I decided to move on the situation with the broken glasses. Thinking about having a better luck and since I loved so much the glasses, I purchased and second pair on March 14, 2023, same pair ***** Style, the glasses broke again after a month in the same exactly spot, I wrote Hip Optical for a resolution or either a refund, again their reply it's nothing they can do to due their irresponsible 30 days guarantee policy, Hip Optical offered me $20 discount in my next order but who wants to buy from them again? I do not. This is very disappointed situation, because they are selling a product that is poor in quality. I need a resolution about this matter.Customer response
06/15/2023
***BBB Has Received Information The Consumer***
Hip Optical resolved my issue and they replaced my glasses, the issue has been resolve in good terms
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.