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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
3/11/23: had vision/contact exam at KEC. 8/2/23: picked up/paid for year's supply of contact lenses. 9/4/23: discovered I could not see out of the lenses. 9/5/23: began my attempts to obtain lenses out of which I can see. I have a complete record of all 26 attempts I have initiated to date in order to solve this problem. Throughout process, KEC has been intermittently responsive. They sent me a trial pair of the same Rx, these did not work. They had me in for a f/u appt on 9/18/23 and the doctor found that the Rx Dr sent in the wrong script. A different Dr updated the Rx and ordered a trial pair in the correct Rx. Since then, I've left messages that went unreturned. I've been told they don't know where the lenses are. Then they sent one lens to one location and one to another but didn't notify me in a timely fashion so I could pick up both even if I could manage that. Although I am consistently respectful I am so frustrated, and I am concerned they will be unwilling to exchange the year's supply of useless (to me) lenses in exchange for the correct Rx for no extra cost to me (the insurance I used to purchase on 8/2/23 is no longer valid).
Business response
11/28/2023
Our sincerest apologies to everyone involved as Kentucky Eye Care has been transitioning our optical department leadership. We are struggling to staff our multiple locations and we are working hard to keep up with patient communications. I personally attempted to return calls to Mrs. *****. Unfortunately, the voicemail box was full on more than one occasion. There is no explanation for the breakdown in communication. However, I am proud to report we revised our communication tree to prevent future breakdowns.
Kentucky Eye Care staff spoke to Mrs. ***** on 11/03/2023 alerting her the requested contacts were ready to pick up. The patient picked the contact lenses up on 11/10/2023.
Thank you for your understanding and patience and we work through this difficult time within our optical department. In 15 years, this is the first time I have received a complaint. I sincerely apologize and will work diligently to prevent future occurrences.
Sincerely,
******* ******
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.