ComplaintsforSVS Vision Optical Centers

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date started July 2022. Now my story with my glasses goes as follows......I was sold glasses from the trunk sale that were too small. Of course I didn't know this as they ******* trying them on to purchase.I kept going back asking them to fix them because they kept falling off my face. All they did was adjust them to the point they were digging in my skin. I finally spoke to the manager who immediately saw the problem. She changed them out after getting permission because they said it's close to my warranty being up. However, I paid cash for my glasses but I was also warned that I couldn't change the 2 pair. Now the 2nd pair are to big because they sit on my cheeks and now my face hurts because I have a line on my cheeks everytime I take my glasses off..VERY DISAPPOINTED SPENDING MY CASH WITH NO KIND OF REFUND OR DIFFERENT GLASSES. MY FAULT FOR RETURNING TO GIVE THEM A 2ND CHANCE. ALL I WAS HOPING FOR WAS ANOTHER PAIR OF GLASSES THAT FIT WITHOUT PAIN.

  Business response

  06/22/2023

  To whom it may ************************************************ was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her reselect at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having this concerns with her  second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023. 

  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. Warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.

  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry! Just return your glasses in original condition within *********************************************** refund your purchase.

  Customer response

  07/05/2023

  Hello,
   I would like to continue with my complaint regarding SVS Vision regarding my glasses. 
  Date started July 2022. Now my story with my glasses goes as follows......I was sold glasses from the trunk sale that were too small. Of course I didn't know this as they ******* trying them on to purchase. I kept going back asking them to fix them because they kept falling off my face. All they did was adjust them to the point they were digging in my skin. nobody actually took the time to see what the problem was until i ask for a manager. I finally spoke to the manager who immediately saw the problem. She changed them out after getting permission because they said it's close to my warranty being up. My concern isn't about the warranty its about customer service, the person who sold me the glasses not seeing they were to small. I guess it was about the sale. However, I paid cash for my glasses but I was also warned that I couldn't change the 2 pair due to warranty time frame. Now the 2nd pair are to big because they sit on my cheeks and now my face hurts because I have a line on my cheeks everytime I take my glasses off.. I was told by another company that when getting plastic frames and the lenses are put in they tend to sit heavier which prompted me to reach back out to the manager at SVS Vision. She told me that unfortunately she couldn't exchange them out but she tried asking again but they declined. 
  I'M VERY DISAPPOINTED SPENDING MY CASH WITH NO KIND OF REFUND OR DIFFERENT GLASSES. MY FAULT FOR RETURNING TO GIVE THEM A 2ND CHANCE. ALL I WAS HOPING FOR WAS ANOTHER PAIR OF GLASSES THAT FIT WITHOUT PAIN.
  IF BBB CAN HELP ME I WOULD GREATLY APPRECIATE YOUR HELP. 
  
  THANK YOU, 
  ************************;
  

  
  

  Business response

  07/26/2023

  To whom it may ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame, and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her re-select at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having these concerns with her second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023.
   
  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. The warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.
   
  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry!Tell us why here...

  Customer response

  08/09/2023

  See attached response.

  Business response

  08/17/2023

  To whom it may ****************************************************** was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her reselect at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having this concerns with her  second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023. 
  
  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. Warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.
  
  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry! Just return your glasses in original condition within *********************************************** refund your purchase. us why here...

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My initial contact with the *** Vision Optical Center in Woodhaven occurred after seeking a location that handles contacts for those persons with keratoconus. I contacted the Woodhaven *** Vision location and spoke with ******. At the time of my phone conversation with ******, I was told that their location did exams for keratoconus and that they had an appointment available on 3/28/2023 at 11:15. I arrived at 11:10 and had my 5-month-old grandson with me. ****** the *** Vision associate told me that the cost for the exam for keratoconus would include a fitting cost and would have to pay at the time of the exam. Within minutes of being told this, I was told to go to with doctor (I believe, ******************) and I asked him, "can I please hold off on getting the eye exam for the keratoconus contacts"...and he replied, "oh...we don't do that here at this location but I'd be happy to provide to you a referral..." and I was in calm but confused. After the exam for regular glasses, I returned to speak to ****** and she pretended and acted as though she was in shock, disturbed, and as though I might harm her in some way. Two other associates stood by looking on. After 2 minutes of looking at each other, I was asked if I were going to get eyeglasses and so I asked if they had ***** and was shown the designer brand of ***** glasses that they had. I went on to be seated and at which time I showed the other associate my glasses that I already had of the ***** designer brand and asked if I could just have the lens replaced in them. The associate replied, "sure" and so I pulled them out of my purse, they had my grandson's cookie crumbs on them so I asked her if she could clean them. The associate returned them whitened out on the side/discolored/damaged. I didn't want to cause a sense and returned home to contact their corporate office. I spoke to someone at their ************ and was told there was nothing they could do.

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