ComplaintsforSmart Eyecare Center of Farmingdale

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased new glasses in August 2022 and when they came in, I couldnt see out of them. I took them back and they had mismarked the spot that I see out of. They re-ordered and didnt fix the problem. They finally offered to put in the old prescription and still cant see out of them well. They are unresponsive to my attempts to get a pair I can use and need for computer work required of my job 8 hrs a day

  Business response

  06/02/2023

  Good Morning,

        I am the Office Manager at Smart ******** in Farmingdale Me. I called ******************** on 05/23/2023 and left him a voice mail to address a voice mail he left at our office that was full of profanity and demands. He returned my call and he shared that he has an issue with his glasses, and he had attempted to get some assistance at both our Farmingdale and Augusta locations. His frame was adjusted by our Opticians, and it was suggested that he give them a try and see if the adjustments helped. ******************** stated that it did not help, and he wanted a refund. I explained that he purchased these glasses in August of 2022 and our return policy and restyle policy had long passed. I offered him a variety of ways we could help him gain the vision he was looking for, but a progressive lens may not be the best fit for him at his workstation. He agreed and followed up with questions regarding the other options. Our conversation was relatively pleasant, and he was receptive to my thoughts and suggestions. He asked if I could schedule him for a visit with the provider in the office he had been seeing. I asked him if scheduling in this office what was he truly wanted to do and he said yes. I asked him if we could discuss this complaint he wrote. he had a series of apologies and stated that he wrote this complaint in a moment of frustration and that he would be removing it. I reminded ******************** that he stated no one ever called him back, but that could not be accurate as he had two scheduled RX checks with his provider to look at his glasses and prescription to ensure everything was correct and he did not show to either of these appointments. Without his cooperation in this matter, I could not address his concerns if he was not willing to come into the office. He asked if I could be available that same day and he would be in on his lunch break. I changed up my schedule to accommodate his lunch hour and worked directly with him. He stated he appreciated the help and we came up with a game plan moving forward. Currently ******************** has an appointment scheduled with us and to my knowledge we have resolved his concerns. 

  Thank you,

  *********************

  Customer response

  06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

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