ComplaintsforEyeglass Maxx

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eye doctor prescribed corrective lens, and I ordered +$700 glasses which did not improve vision in left eye. On subsequent appt., doctor told me his prescription was correct and he couldn't improve the left eye. He referred me to a cataract surgeon. Had he told me on the first appt. I wouldn't have wasted time and money for glasses. Staff did not return my first two calls, had to call a third time. Spoke with male staff member who was argumentative, talked over me, and wouldn't consider a refund for the glasses, which are worthless to me.

  Business response

  01/20/2023

  Please see attached. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Original Order was placed: You will notice in jpg2799 image dated 1/21/2021 the Name of Frame(s) clearly written in column 1- Versace #**** - Black 2- Versace #**** -Tort All of the additional information stated type of lenses At the right side bottom of invoice CLEARLY STATES "BARTER" as mentioned in my letter In second jpg2800 image dated 1/18/2022SAME FRAMES, However it claims an UPGRADE FRAME(s) with CHARGES The Frames were NEVER CHANGED/UPGRADED Due to the original order dispensed to me in 2021 I was UNABLE to see clearly with the lenses provide, hence the issue of having to redo the glasses over. I never should have been charged ANYTHING as the order was INCOMPLETE and USELESS. After I was told they would NOT send back lenses for corrections third time I felt defeated and CHEATED! All of this is explained in detail with accompanying documents. The only

  Business response

  03/10/2022

  Business Response /* (1000, 7, 2022/02/22) */ ***Document Attached*** I did not solicit Ms. ********* for optical frames, but she did approach me and offer to sell me frames in December of 2020. I have been in this business for 23+ years with several successful stores. This is because we treat customers with respect and offer items at very fair prices. With regard to all of Ms. *********'s claims, Eyeglass Maxx did barter with her for some optical frames in exchange for prescription eyeglasses on 1/21/2021. The company also did remake her glasses within the first 60 days after the initial transaction at her request. After inspection by several Florida Licensed Opticians, the glasses were deemed to be made exactly to the Doctor's specifications and the fit was deemed to be accurate. Ms. ********* accepted the glasses, but returned 11 months later demanding that we remake her lenses at no charge. Due to her previous optical sales experience and previous relationship with Eyeglass Maxx suppliers, she claims that she "contacted the lab" and was entitled to this remake under the policies of the lab. In our barter agreement there was no mention of free future remakes, and I have attached a copy of the back of the Eyeglass Maxx receipt that was given to Ms. ********* at the time of the initial transaction. You will see that under item number 3 it is company policy to allow only 1 free remake within the first 60 days of initial purchase only. on 1/18/22 Ms. ********* was demanding that we remake the lenses for free, which is not Company Policy nor was it part of our barter agreement from 1 year ago. I explained to her that the lab would not remake her lenses with a new prescription, but if there was no change to the original prescription they would do it for her at no charge. Although she claims she "was unbale to see well" with that prescription, she agreed that she would have the lenses remade for free with that prescription. However, she insisted that the lenses be changed to a different, more expensive brand of her choosing. I explained that this change was more expensive, and she would be responsible for paying the difference. She agreed to pay the difference, and Eyeglass Maxx then discounted the difference for her. On the paperwork she submitted dated 1/18/22 you can clearly see that PROG is circled on both columns, with an arrow down to the total. PROG is an abbreviation for Progressive lenses, and this is the upgrade she paid for. I am frankly stunned that she is being so dishonest in this complaint and trying to say she was charged additionally for frames, which is clearly not the case. As someone with experience in the optical field, she knew exactly what she was getting, and she knew exactly the upgrade that she was paying for with regard to the lenses. This customer is consciously lying to the BBB to try and get something from our company for free. She was provided two free pairs of glasses with upgraded lenses, coatings etc. back in January of 2021, as per our barter agreement. In January 2022 she was NOT entitled to a free remake of the lenses as per the Eyeglass Maxx policies and procedures (attached) but the company did this for her anyway. She elected to pay to upgrade her lenses at that time, and the company extended a discount on this lens upgrade out of courtesy. Eyeglass Maxx has made several exceptions to our general policies and procedures to accommodate Ms. *********, and she is currently in possession of extremely high quality eyeglasses provided to her by Eyeglass Maxx.

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