Complaints

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• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me two pair silhouette glasses, lenses were high end .. transitions with glare coat etc but both came back faulty from the lab. Scratches , mottled. They ********* pair of lens. But refused to fix other faulty lenses. Why? Took too long for me to find out they said. They replaced a broken arm in second pink pair but used shorter arms. The lens was mottled so I could never wear them. I was upset. Brought the glasses to other opticians and an opthalmologist to show them .they said the lenses look like coating ..they separated . It's faulty work but gerstein tried to blame me and did not honor the common reasonable warrantee for lens material stating they don't care what other shops do. The broken arm they didn't send back to Silhouette for proper size , instead *** traded with in-store display pair . . They have not provided proper receipt copies either and I don't think they actually kept professional records of the transactions. It took a long time to get these done. Silhouettes have 2 yrs warrantees and gerstein did not access them for the correct size. I am shocked they would pull this. Shorter arms means I cannot wear the glasses .. this my health my eyesight. They could have had silhouette send the correct size. And they could have fixed the lenses. They refused. But then months later I'm told they will do the lenses. What? After this long? Which at that point I needed a new script but they said they'd only put in old script. And still what's the point if arms are too short. Doesn't this optician *** know how to fit frames? The arms don't reach far enough back to hook around my ear. He replaced my arms with child glasses arms ! silhouettes has called gerstein optical about helping me here gerstein are ignoring them. I've been pointing this out but I am frustrated to find out my new script doesn't have proper fitting frames because of gerstein's lab problems they won't own up to. I paid for 150 arms. That's what I need. I hope BBB helps me.

  Business Response

  Date: 12/13/2022

  The attachments contain email exchange between our office and the patient as well as the patient receipts and our optical policy. We have emailed and mailed paper copies of requested receipts multiple times per her request. We have gone over and beyond our policy to accommodate her.  We have spoken to the manufacturer at Silhouette and provided them the details they requested, although she is still outside of the manufacturers warranty period.  Since her glasses were remade and delivered in November 2020, she had until December ************************************* refund. She contacted our office in February 2022, and wanted the office to remake her glasses because they were scratched.  Per our policy the patient has 30days to request a remake, or refund. We do not allow patients to use glasses for 15 months as you can assume the glasses may scratch, bend and the prescription will likely change during that time rendering them ineffective. Her recent complaint of the arms on the glasses is irrelevant because she has been using the glasses (Which she tried on in the office) without complaint for 2 years.  We have discharged her from the practice due to repeated harassment to our office and are reporting her harassment to the authorities.  Please feel free to reach our office if you have any questions or require additional information. Thank you.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18561167
  
  I am rejecting this response because:

   

  
  I dispute Gersteins response. I was within my warranty which is usual for lenses at the time, and also for the arms which broke well within Silhouettes two year warranty.  and still was good in November 2022,as its two years for Silhouette.  I tried to tell them the arm *** put on was no good. He should have saved the broken arm and he refused to tell me what happened. That is why I bring it to the BBB.    The arms cost $150 each, and I need two which cost $300 now. That is almost the price of a pair of Silhouettes. I bought these because of the reputation these glasses have.   I am shocked Gerstein wound up not standing up to the policy or warranty or reputation of these high end glasses.  My glasses are important to me, to fit well and have the best. So *** didnt come forth to tell me he was doing this inhouse using shorter arms? I travelled 60 miles to pick up this pair he fixedbut he put on shorter arms? Is that crazy? Was I supposed to miss this Frankenstein job?  It was frustrating to not have my glasses, so I showed up and they felt odd but I agreed to give it a try. I did not agree to keep them like that nor was I happy about it. ***, again, didnt pay attention to my emails which said  EXACT SAME SIZE as the first pair, The arms being too short is unacceptable. Huge error.
  Glasses delivered if they say in November 2020 then has a warranty on materials and the Silhouette frame which is two years.  At the time the arm broke the proper protocol would have been to send Silhouette the broken arm.  Why does Gerstein state in their reply a 30 day policy obviously not the correct policy for warranty of materials for lens and frame?.
  I believe that opticians are usually similar across the board with materials and frames. But Gerstein says they dont care what other dealers do,. They dont care about the industrys standards for eye care and materials and lenses?
  Silhouettes have a two year, and November 2022 last month  was well within that two year. Had *** sent the arms to **********, as I was told by ********** who tried to reach Gerstein and is now letting their executives know about this ordeal because Gerstein has ignored them too, I would have been able to get my arms replaced.  He didnt keep the broken arm to send to them, why? Did he throw it out? He did the wrong thing. Gersteins business should rectify this problem. I feel *** is not familiar with all facets of the business and I tried to be patient, because he tries hard, but he is not knowledgeable enough and he did the wrong thing and he should fix it, or his manager or the owner should fix it.
  Emails substantiate I stated second set of Silhouettes need to be exact size. Ill forward originals if you would like .
  RE: not even 6 months and snap in metal arm
  ***************** ************************************
  Fri, Jun 11, 2021, 3:17 PM
  No response from the silhouette rep. I will update you as soon as I get more info.
  From: (me) Sent: Sunday, June 6, 2021 2:41 PM
  To: ***************** <************************************>
  Subject: Re: not even 6 months and snap in metal arm
  the metal as you see actually broke. you see where it broke off? i am leaving illinois soon. maybe i can drop it off this week...can you ****** it while i wait?
  
  On Fri, Jun 4, 2021, 3:03 PM ***************** <************************************>wrote:
  Hi .. not sure but it looks like it just needs to be re sleeved. Can you send me a close up picture of the end of the metal where its supposed to connect to the lenses. Hard to tell what to fix through pictures. When I know whats going on I can let you know what we can do.
  ***
  
  
  (I said I want the exact same thing and the wrap arms are great. Please note this email in blue and the bold underlined part I stated    )
  From: Na Me <***********************>
  Sent: Thursday, April 30,2020 12:44:29 AM
  To: ***************** <************************************>
  Subject: prescription
  
  ***
  ..
  Also the rimless are great. The half lense and shape not so much. The square ones too big and distort.  So I'd like a second pair of the rimless and I know you have one on clearance. Except maybe you have one with a shorter bridge full price? It's only like a hundred more? Can I order off the website and keep same measurements if I stay with wrap arounds? I will only get the exact same thing from now on, I love the shape and the wrap arms. Perfect for me. The square half glasses with straight arms are too heavy and distorted out the sides.
  And just to be sure, the rimless is the widest view one can buy, right? Because I thought I ordered the widest view.
  Can I exchange the half glasses then to another rimless and to change it up get it tinted or a photo lense or somethiing? I'm thinking a pink tint or yellow would be cool.  Suggest I go to the silhouettes site? Measurement would remain the same with the wrap around and same shape lens.
  
  From: *************************** <***********************>
  Sent: Sunday, *** 30, 2021 2:42 PM
  To: ***************** <************************************>
  Subject: not even 6 months and snap in metal arm
  this must be a metal defect ...it didnt break from fitting. the actual metal snapped ..very weird.
   (this would bring warranty to *** 2023)
  Na Me <***********************>
  Attachments
  Fri, *** 1, 2020, 8:42 PM
  to ***
  i never wear the 2nd pair u gave me. They are compared to the wraps clunky and not snug.  i love the wraps so much i will buy 2 ..the 2nd sale item and that other 3rd maybe. lens colored, ...can u?(I can forward you all o the mails so you can see this is verbatim.NOTE THE FIRST WRAPS WERE THE CORRECT SIZE 150.
  ON THE COMPLAINTS ANSWER,GERSTEIN STATES on 8/20/20 they remade as a courtesy because I requested they change the lense shape.  This is the email I sent which shows why they remade the lenses, they were faulty and here is my email:
  Wed, Aug 19, 2020, 7:47 PM
  to ***
  i am noticing lots of small scratches on my  glasses which shouldn't be unless the glass case is scratching them. its the silhouette case. worried
  
  ***************** <************************************>
  Thu, Aug 27, 2020, 1:07 PM
  I have been busy trying to catch up for the days I was out of the office. I will call you as soon as I have the new glasses in. the silhouette frames have been taking longer than normal. I cant say what was causes those scratches I can give you a better idea when I see them in person. We are changing out those lenses with the new rx, so I wouldnt be bothered too much. Just some tips, leaving them in the heat, hairspray or any foreign spray thats not approved for lenses can cause what you are describing. So keep that in mind. If you have any other concerns please call me or email me.
  From: Na Me <***********************>
  Sent: Wednesday, August 19, 2020 7:47 PM
  To: ***************** <************************************>
  Subject: new glasses...and the other ..i am noticing lots of small scratches on my  glasses which shouldn't be unless the glass case is scratching them. its the silhouette case. worried
  Na Me <***********************>
  Thu, Aug 27, 2020, 3:39 PM
  to ********* since you're changing them at anyway I won't worry about that so just let me know when they come in please also I don't use hairspray or any thing I've been very very careful with them so maybe it's the what's inside of the case but the cases are clean to I don't understand
  
  On 6/11/21 the metal broke in the arms.   I see Gerstein left out what happened between 11/2/20 and jumps to 2/3/22   A two year warranty with Silhouette runs two years until June 2023. 
  
  But here *** says he will FIX THE SNAPPED ARMS IN HOUSE. This is where he changed to arms to shorter. He said ********** hadnt contacted him yet. 
  RE: not even 6 months and snap in metal arm
  ***************** <************************************>
  Mon, Jun 14, 2021, 2:19 PM
  Our address is ****************************************************************************. I need to ship them in unfortunately, if youd like I can try to fix them in house with a replacement piece I have here. Just send them in so I can start the process either
  This is the entire string of correspondence. He says he will fix this IN HOUSE.   I state I need the same size.  He said it would not be exact, but that does not mean not same size.  No professional with experience would do this or suggest to a customer, and *** wasnt clear on what he was doing. It was apparent to me he would understand and follow my wishes that the arms would be exact.
  
  This was not the case.
  
  Obviously the lenses were a problem, but thats long gone, I was shafted by Gerstein on the lenses. But I am requesting they make good on the arms and give me the correct size arms,given I was inside the warranty for it, and I complained to the BBB at the end of that warranty which is two years. Otherwise Im out $300 having to pay for another set of arms.
  I can forward the actual emails. There are many more but I think this establishes that I am asking for them to replace the arms, original 150 size as I ordered.  If they did not keep the broken arm that is on them because that is the proper professional protocol of all reputable dealers with Silhouette.  And I believe they owe me a refund for the lenses as well.   I have a new script and waiting for Gerstein to make good on this.  I hope they do.

   

   

  
  
  Sincerely,
  
  Hope B

  Business Response

  Date: 12/22/2022

  Unfortunately, as stated in our previous response, our policy stands (30days) and we are unable to accommodate any further repairs, remakes or optical orders for this patient. We have already satisfied her request on separate occasions to remake her scratched lenses as a courtesy. We appreciate the BBB's attempt to remedy this situation for the patient. The patient has been notified in writing and verbally that no further contact should be made to our office or staff. Her harassment has been reported to the authorities. 

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18561167
  
  I am rejecting this response because:
  
  Sincerely,
  
  Hope B

   

  Unfortunately, as stated in our previous response? ...stating that ", our policy stands (30days) " is not addressing the multiple warranties or the entire issue. Stating " and we are unable to accommodate any further repairs, remakes or optical orders for this patient. "  is an obfuscation, because we are over the time now, aren't we? they should have accommodated this in a timely manner which they didnt and why I bring it to the BBB.  There was a warranty period and the time has passed, but they refused to honor nor properly or respectfully honor the proper warranty.  They say " We have already satisfied her request on separate occasions  (which ones? I presented the emails and they fail to address the proof that they did not)   to remake her scratched lenses as a courtesy." Courtesy? I ask no favors. This was the law o warrantys for purchasing eyewear and lenses.   They didn't courtesy anything, lenses are warranteed, and they didn't provide even the correct dates I secured those lenses, (where are the receipts? I submitted emails which state the proper time frames)  . They have no professional paperwork to prove what they were saying, so I went through the email correspondence to show you. In their email they jotted down incorrect dates , which were proved in my response.  " We appreciate the BBB's attempt to remedy this situation for the patient. " is fluff, as I'm sure they dont' appreciate this, but they are cutting corners on their repeat reply, refusing to cooperate with the details, and to consider themselves victim to the "patient" ..which I was not a patient, ..  I didn't use Gerstein, I just walked in with a script to fill and bought two pair Silhouettes with same sized arms, and the problem was how they messed up the lenses and the frame broke and they put on small arms, then refused to fix the lenses they messed up twice. That is a problem they won't address because they seem not to have taken accurate account of the exchange in frames, and because this was during Covid it seems they had problems keeping up and having had to fire their lab, which *** admitted but his supervisor was horrified that he shared this with me...this is an embarrassment to them. So they victimize themselves and report it to authorities (they say,)  Gerstein the doctor **** this practice but I don't know him. I reported this to him at the end, because I was horrified at the way his eyeglass shop operated, so unprofessionally (*** was rather juvenile in his defensiveness when the lenses were messed up on both pair he admitted they were having problems with their lab but he got confused and by that time I was knee deep in trying to make sure I could get the glasses back to him. And the time factor during Covid set things off course. When *** changed the length of the arms on me, that was the last straw, because other opticians have commented that is unacceptable and unprofessional and unintelligent to say the least. .

   

  As you notice they have not responded to the rejection, they only repeat themselves. They must address the issues at hand or they are committing fraud including their false sense of victimhood. Their threats of reporting to authorities is baseless. Noone in their right mind purchases lenses and frames with just a 30 day warranty. That 30 days is only for trading styles. Where are the proper frames and lenses warranty? They fail to provide them. I had to find it out for myself with other dealers what the common practice is. Gerstein cannot ethically hold himself special or outside the normal profession's guidelines  nor would any reputable dealer disband such common lens and frames warranty. Silhouettes are special frames and they have their own two year policy to fix any breakage. *** did not know what he was doing and Gerstein needs to fix that. Replacing with shorter arms is not acceptable and this was stated in the rejection. Notice they are ignoring this, which is because they erred and do not want to admit their optician was confused and unprofessional.  It's shocking they think repeating their first respond would suffice. Why don't they state the policy when lenses are damaged or the Silhouette's policy for broken frames, or the fraud committed by *** their optician who wronged the customer by ******* mousing" the arms by using  a pair from a display "in store" and using shorter arms!