ComplaintsforMilroy Optical Company

• Initial Complaint

  06/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I, Edwin R., ordered eye glasses from Optica Ashford in Puerto Rico (XXX-XXX-XXXX) and they sent the prescription to Milroy Optical Company (dba Essilor Processing Center). ************************* Florida, XXXXX. Tel. XXX-XXX-XXXX. The lenses have come back with the wrong prescription on three occasions! Optica Ashford has re-ordered the lenses on each those three occasions, and on this third round, I have been waiting for two weeks. All in all, the waiting has been over three months. I am using the lenses of the first erroneous prescription but they cause eye strain and headache. I need to have the correct prescription on a high priority basis and also request a set of free eye glasses or a credit for the inconvenience.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/06/30) */ Hello Edwin R., We appreciate you bringing your concerns on your eyeglass prescription to our attention. We will investigate this based on the information you have submitted. There are three steps in the process of making your prescription: 1. Your local Optician performs your eye exam, and orders from a lab (your Rx prescription + your measurements) 2. A lab receives the order from your optician, and produces an UNCUT lens; it is surfaced, and then coated 3. The UNCUT lens is sent back to your local ECP (Eyecare professional), where they align the optical center (above the center of your eye), and then cut the lens into the shape that fits into your frame choice If any one of these processes is not accurate, it can result in an issue for the patient (wrong prescription, add power, pupillary distance measurement, lab processing, frame tracing, lens cut to frame shape...). EssilorLuxottica will be more than willing to handle a return/redo, and have one of our licensed opticians walk your job through the manufacturing process. We apologize for any inconvenience to you... Thank you! **** *****, VP Quality North America Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks but the response is generic and no credit was granted for the inconvenience. You said that "We will investigate this based on the information you have submitted." What was the result? A three-times redo is not acceptable. Business Response /* (4000, 9, 2022/07/11) */ Hello Mr. *******, EssilorLuxottica will replace your eyeglasses. Any further discussion on compensation would need to take place with your ECP (eyecare professional). We have reached out to your ECP, with little success at this point (as of 7/8/2022). Your prescriptions were routed to different labs, so there was not one lab fully responsible. As I mentioned in my previous response, the local eye doctor received "an UNCUT" lens from the lab. Further processing took place locally at your doctor's office prior to dispensing the eyeglasses to you. Please feel free to contact your local eye doctor and we will be happy to process your order. Respectfully, **** S., VP EssilorLuxottica

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