Complaints

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 20,2022 I purchased progressive glasses from Eye Logic using the prescription Eye Logic provided. When the glasses came in and I tried them on everything was a blur for anything up close. Eye logic told me they thought their was an extra prism and they would send the glasses back to the lab. When the glasses came in the 2nd time, everything was still a blur. Next visit I sat with the doctor and he did a bunch of tests, sent them back to the lab and had the same results when the glasses came back for the 3rd time. I called to see what was going to happen next and Jennifer the doctors wife hung up on me. On September 13, 2022 Jennifer called me and said they have done all they could for me and mailed me the glasses that I still can't see with. I actually have 2 pair of glasses with the same prescription Eye Logic provided. One pair came from Eye Logic roughly a year ago and the other from my work and I can see great with them. I have no Idea what is wrong with this pair of glasses but know I can't see anything clearly up close. Eye Logic is pretty much saying I'm the issue and nothing to do with them. Jennifer went to the extent to say the eye glass holder I have around my neck could be part of the issue. I have that eye glass holder so when I take the glasses down to give my eyes a break every now and then I don't have to look for a place to put them down. I asked Jennifer what the DP measurement was that the doctor was using and she would't tell me. Jennifer said it wasn't part of my prescription. I have the DP number that was provided from the company who makes the glasses for my work and the only reason I asked Jennifer was to compare with what Eye Logic was using. I will mail the glasses back to Eye Logic if they reimburse me since the glasses are completely useless to me. I really don't know what to do and that's why I'm reaching out to the BBB. Thank You for your time and hope you can help. Sincerely ***** *********

  Business response

  10/04/2022

  EYE LOGIC LLC

  25 BEACON STREET EAST LACONIA, NH 03246

  RE: Eyeglass order 06/2022

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

  Mr. **********

  With regards to the following;

  Your complaint to the Better Business Bureau Your continuous complaints to my office staff Your slanderous online review

  You claim your other two progessive glasses work well. I have been in your presence three times, and you have not been wearing your glasses. I assume you put them on to function up close, but then remove for distance, or as you say "you remove to give your eyes a rest". If they work well they should provide relief, and removing them would be less comfortable. As I recall, the idea to get another pair was to increase the depth of the lenses, to help you adapt better due to the fact that you were still having issues with your original pair from 09/2021.

  Your new pair was dispensed (you had your wife pick them up and you were not present for a proper fitting/dispense) on 07/05/2022. They were returned to our office on or about 07/13/2022, again by your wife, secondary to your having trouble adapting. I evaluated the glasses personally, and found a slight asymmetry in the heights of the progressives (within tolerance) and had your insurance company's lab re-cut the lenses. A couple of weeks later, they were dispensed. On 08/16/2022, (mind you, this is now way outside the thirty day office policy for re-makes) you were seen by me, at NO CHARGE, at my Laconia office for a re-check. I found that you were doing well with your left lens but had to turn your right eye out to see better. I re-checked the PD's, and confirmed they were accurate at 34mm R&L. This tells me that either the lens was out further than 34mm or needed to be moved in slightly. I sent them back to your insurance company again and personally called their lab manager to have him evaluate. He confirmed that they were indeed 34mm R&L. So the next logical step was to move the right PD in. Again, the lens was re-cut and moved in, to no avail as you still were not able to use the glasses.

  My professional opinion is that you are someone who is unable to fully adapt to progressive lenses. Most people need to wear them full time to adjust, and that can still take weeks to adapt. I question how much you truly wore any of the three pairs of glasses.

  
  

  I have been practicing for twenty-seven years, and this is the first time I have felt compelled to answer a negative review. You have questioned my integrity and the integrity of my staff by suggesting we were not actually changing your lenses. Not to mention slandering by publicly stating "I am moving on to my next Victim".

  In closing, you can certainly confirm with your insurance company everything I have done is true. I, along with my staff and the lab staff, have gone above and beyond to rectify this situation. Please seek your future Eye Care elsewhere.

  Customer response

  10/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18047740, and find that this resolution is satisfactory to m

  
  Sincerely,
  
  ***** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩