ComplaintsforVision Clinic

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 25th 2024 I went to Vision Clinic to get my glasses adjusted. While there I tried on several pairs of frames and sunglasses and purchased the Oakleys chiefs sunglasses for $136.00. About 2 weeks later I tried to return them due to not being comfortable after having them on for more than a minute. I was told that there would be a restocking fee off 15% as I had worn them. I pointed out that this was never divulged nor is that policy on the receipt or anywhere in their business. She refused to accept my return with out the fee. I then said I and many others have tried on their frames and sunglasses without paying a restocking fee. And I am positive that many other people had tried on the pair I bought. She refused. I left a message for ******* (mgr.) But she never called back so I went back into the store to see *******. She refused to see me but was quick to point out that I had a similar complaint back in 2020 where they waived the fee so they are not waiving it again. If she would have looked into that complaint I canceled my order the same day I made it and they tried to pull the 15% restocking bs on an order that hadn't even been started. Again, please show me where the policy states the restocking fee info and how customers are limited to one lifetime waiver. All she had to do was waive the stupid fee which is about $15.

  Customer response

  03/01/2024

  I received a email from the director of operations.  I also receive a phone call from ******* the manager the very next day.  The director of apologized and wanted to reach a resolution merry quickly.  In the manager, one head and refunded the entire amount an apologized for the inconvenience..  I am very impressed on how quickly this business resolved this matter.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 24, 2022 I ordered new glasses with Transition lenses. I told the lady that did the initial exam my concerns about these lenses and she told me that I had 30 days to decide if I liked them. If I didn't they would make new lenses without the Transition. I also voice my concerns with ********************************* and he told me the same thing. When I picked out new glasses I again mentioned I was not sure about the Transition lenses and she told me I had 60 days from date of order. After wearing them for a week I decided it was not for me. I needed sunglasses anyway. When I went back they would have new lenses made but I would not get a refund for the cost I paid ($120.00) for the Transitions. I asked why I was NEVER told this and she said we never tell patients that. Had I known that I would not be refunded I would not have even tried them. I left the office not in a good frame of mind. I feel I should get the new lenses and a refund.

  Business response

  07/05/2022

  ****************,

  I apologize for your poor experience in our optical department. After further discussion, a refund was issued on 06/28/22 for the transitions that you paid for and the lenses were remade at no additional cost. As previously advised by our lead optician, we will be contacting you upon their arrival and inspection. We anticipate them to arrive within 2-3 weeks of the reorder date. If you need anything else in the meantime, please don't hesitate to reach out to us. Our phone number is ************.

   

  Thank you, 

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

  Optical Manager, Vision Clinic

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ***************************************************

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pair of Tom Ford frames from this place they have told me it’s a warranty issue that’s making the nose pads to fall out but main boss will not cover the manufacturer 2 year warranty I reached out directly to supply hey suggested I try you for resolution

  Business response

  03/29/2022

  In response to CID ******** please find attached a copy of the optical policies at lining our frame warranty policy, and a copy of both original glasses order in warranty order. This customer returned to one of our locations in October 2021 to attempt to file another warranty order but he was informed that he had already used his one time warranty replacement this is the same policy we realize for every patient seen a vision clinic offered him 20% discount on a duplicate for him if he wished to purchase a replacement but the customer declined. Patient’s nose pads were replaced on March 9, 2022 free of charge.
  

  Customer response

  03/29/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  That is completely false I have never been offered any type of discount I’ve had the nose pads replaced more than 10 times as the downtown manager can contest to my issue with the over $1000 pair of glasses the person who is responding to this has a personal issue with me and is holding it against me I have reached out to the manufacturer who also verifies that it should be covered under a warranty two years by the manufacturer they need to take care of the product that is not acceptable
  I find it just purely disgusting how anyone could treat another human like this
  Sincerely,
  
  ******* ****

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