ComplaintsforFamily Eye Physicians

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Paid $1,200 for contacts and lenses, contacts were eventually refunded for $200 -Was misinformed by staff about which glasses/lenses were covered by my insurance and was not given an itemized receipt until after the purchase was completed.-Was rushed out of the door without essential medical items for contacts (not given a contacts case or fluid)-Was told that there was a 24 hour policy for returns that could be used to get a refund -After 24 hour window, there was a problem with the lenses as they were manufactured. I requested a full refund at this point and was told that I could not get a refund for that pair of glasses, and they remade them without my consent despite unsatisfactory delays. This left me without workable glasses beyond the window for the contacts I had, which were monthlong contacts. This meant I was effectively left without a means of seeing properly for a week as I had broken glasses as my only alternative.

  Business response

  12/30/2022

  The patient ordered his glasses and then 3 days later before picking them up, contacted the office and asked for a refund. At this point the glasses were already at the lab being made and could no longer be returned. The glasses were remade by the lab due to a defect that the lab saw in the original lenses that were made. They rushed the order but this is a benefit to the patient considering we would never want to give anyone defected products. The office did refund the contact lenses and we do not typically provide cases and solution. We advise the patients to pick it up at their local pharmacy or any store that sells it. The insurance benefits were discussed in detail per my staff and an itemized receipt was given at the time of payment. The patient was aware of the cost at the time of purchase. He should have decided at that point that he did not want to proceed with his purchase. Attached you will find an itemized receipt along with the return policy at the bottom. Once the glasses are sent to the lab we cannot refund the payment. This is our office policy. This patient has also left us a negative online review that hurts our practice and was unwarranted. 

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