Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my loupes on 11/8/24 and was told ***** weeks until delivery. I have not received them and have called every few weeks and am told "it is scheduled for shipment in 3 weeks". I am tired of waiting and would like a refund. They said a refund would have a 30% restocking fee. I don't agree to pay for a restocking fee on an item that hasn't been shipped. There is no prescription in the loupe lenses.

  Business Response

  Date: 03/28/2025

  We have spoke to this customer, on top of that advised there is no restocking cost whatsoever. This customer has spoken with our operations manager directly, who has detailed information as to what the customer requested. The customer accepted the terms on it and is waiting for their product to arrive. We apologize for the issue with regard to her order timeframe and use it as a learning experience for future orders. At this point, the customer seemed satisfied which we also have documented by our operations manager.   No one likes to be in this position, but at this point, taking more orders than even the largest companies is slowing our production however, we still based our product as top around with the best warranty to protect the investment. Its a small price to pay sacrificing time for less money and a better warranty. We encourage everybody to afford us the extra time necessary to do a quality product with a better warranty and a better price. I would love to mass manufacturer a product with a short timeframe and not provide any warranty as every other company does, but that is not our model.  

  Business Response

  Date: 04/15/2025

  The customer rescinded their complaint stating theyre happy with discussing this with us and are happy.  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and paid over $1,600 for a pair of magnification eyewear 6 months ago and have not received them. I have contacted the company several times and continue to be told they are waiting on parts. I am also told I cannot get a 100% refund.

  Business Response

  Date: 03/26/2025

  This is the first email I have seen regarding this customer and they all have been received by myself previously.  The customer cancelled and was refunded.  Not sure why the bbb has to be involved in all matters.  

  Customer Answer

  Date: 03/26/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased medi loupes for the price of $1700.00 on 09/13/2024, was told ***** weeks, I have called and emailed the company several times to inquire about delivery date, keep being told 3 more weeks, Ive requested a refund, they told me they cant cancel and refund my money

  Business Response

  Date: 02/11/2025

  We have recorded messages that change this completely.  Any customer has the right to cancel so the above complaint is absurd.  What seems to be ignored in this message is that the customer was offered a $200.00 discount due to the delay in production with her ** which was custom ordered.  That was accepted by the customer and she communicated with customer service manager ********** who notated and documented it.  We are happy to refund the customer if she chooses to cancel minus the cost of the ** which is non refundable.  Perhaps that is what she was referring to. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22926241
  
  I am rejecting this response because:
  I have been told a few more weeks each time I called, Dec, January, and again in February, I was told I would get a refund of $200 for the delay but I still have not received that! I have  no expectation that my product is in production, the company will not give any idea as to when they can make my ordered loupes, and I didnt get offered a refund, I was told in my January complaint that I cannot cancel the order after the first 72 hours. I demand a full refund, no restocking fee, I have read many of the same complaints from their customers online, and believe there is no intent on making this right by them.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/12/2025

  I'm formally rejecting this.  It is true that full refunds are granted inside of 72 hours of purchase as per the signed order form the customer signed.  That is no secret at all.  However, when it comes to prescriptions, no loupe company will refund 100% of the order.  We charge for the cost of that RX.  Some companies will not even refund at all.  We are more than fair with RX issues as they are costly and something we offer as a service.  ************ costs money.  So, we will happily refund the cost of the order minus the prescription.  The difference is $148.00 for that cost.  So, if the customer agrees, fine.  if not then we will not break policy for one and not all.  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22926241
  
  I am rejecting this response because:

  on my receipt that I signed it very clearly shows $100 for RX, I will accept a refund minus &100 but not less, my ** and I feel as though waiting 5 months and still no promise as to when we will receive our order is long enough! I want my order cancelled and no longer want to wait on this company, too many reviews Ive read of people getting upset for not receiving their product after paying in full, its shameful! I hope I can help influence our district to restrict this company from attending our conference again!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/13/2025

  I will accept these terms to make this matter go away.  We're working diligently to correct the delay issue and apologize for the issue.  

  Customer Answer

  Date: 02/13/2025

   
  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. Please dont close out my complaint until I actually receive my refund! 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended the *************************** conference in ********* 07/26/2024, and Medi loupes was a vendor there. I talked with the ***resentative for their company and decided to order glasses with the company, at a price of *******. the production time I was told would be about 8 weeks. I ordered the glasses and paid in full for them. I also gave my glasses prescription and the *** measured my eyes and where the magnifiers would go on the lenses. That 8 weeks turned into 7 months, the customer service person said the hold up was with China sending parts to make the glasses. I got an email in January 2025, after my ***eated calls to check on the due date for my glasses, saying that the glasses were shipped out in the next 5-10 days . Needless to say when I got the glasses, they were too small and the magnifiers were not in the correct place on the lenses. So I called back to ask about sending them back and I was told the ***resentative that sold the glasses to me will call me about this matter. Got no call from him and there is a 45 day ***** period to send the glasses back for ***air or a refund. I have also asked customer service who can I go to here in ******* to have the glasses changed/***aired, she only tells me that a ***resentative will call me back. I have not gotten a call back, at this point I would want a refund of my money and I will send the glasses back to their company.

  Business Response

  Date: 01/29/2025

  We have numerous notes with messages contradicting this matter.  We have spoke to the customer and they have clear instructions on what to do.  The glasses were the exact same the customer selected.  

  Customer Answer

  Date: 02/12/2025

  The company has not reached out to me at all, I even sent the glasses back to them, I didnt get any correspondence from BBB until today2-12-25, please let me know what else to do. This matter cant be closed at this time. 

  Business Response

  Date: 02/13/2025

  Shall we provide proof of emails and calls?  How would you have received the paperwork needed to return the items.  I would assume they were conjured from thin air.  Clearly, we have been communicating as you received the info you requested.  We will accept terms that make sense but to say we had no communication is downright lying. 

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on 7/31/24 I went to a dental convention, **** in *********** to buy a pair of loops, needed to practice dental hygiene. I was measured, and was promised these glasses on 10/4/24. Since the beginning of October, I have called the company every 2 weeks to see where my glasses were, since the glasses were promised three months ago, and were not delivered on time. I was given a ******************************* October of 2024, due to manufacturer delays. I paid 1580 on 7/31/24. On 10/20/24 I received a 200 dollar discount. After that I called the company, speaking to Marcalena, customer service **** and was told it was not ready, another 2 weeks. So on Dec. 4, 2024, 2 months after I was promised these glasses would be ready, a customer service manager, ******* ******, asked that If I worked with him, and did not want my entire money back, he would give me an extra battery for the loops at no charge, and a check for 400 dollars. I waited till 12/16/24 and after ******* made it sound like my glasses would be ready, I was told that they were still in production phase. On 12/23/24 I called the company and was told m glasses were ready but the light portion was still delayed. On 1/3/25 I called, and 3 months after I was promised and paid for my glasses, i was told it would be soon. I would get my glasses along with a check, and on 1/8/25 my loops were delivered with light , no warranty info or how to put together and no promised 400 dollar check. They do not fit, they are too loose. I called and spoke to Marcalena on 1/9/25 and told her what happened. She stated she was surprised that there was no check in box because it was on her invoice stating it would be part of package shipped. I left a message by email and voice mail for *******, letting him know what happened. He stated that only 200 dollar refund was promised. I was offered a pair of loaner loops on 12/23/24.

  Business Response

  Date: 01/17/2025

  The company has not and will not offer additional $400 refund.  We have all conversations recorded and have not a single call referring to that.   The customer was given $200 off on 10/28/24 and another check for $200 was sent 01/10/25 as per customer demand.  That is $400.   $200+$200=$400.   On top of all of these provided discounts the customer has a prescription pair of ********************** made.  We are happy to provide the policy regarding returning loupes with a prescription that the customer indeed signed if its relevant.  We wish you all a happy new year and hope these replies make your day brighter 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22801539
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******-*******

  Customer Answer

  Date: 01/27/2025

  I sent a response but because the business was over 3 months behind in delivering product of loupes that do not fit, and I was given 200 credit in 10/23 after loupes were 3 weeks late, I only agreed to work with ******* after 12/6/24 discussion because he stated I would get 400 dollars additionally off the price of loupes and they would be ready shortly, around 1-2 weeks.  If calls were recorded, then they should play all of the calls and responses I was given that they are about ready.  I stated I want my money back no restocking fee and I will return 200 dollar check sent 1/16/25.  Terrible product and  terrible company.

  Business Response

  Date: 01/27/2025

  The customer spoke to the director of operations ******* whom agreed to do the additional discount of $200.   The customer already received a $200 discount and last I checked $200 plus $200 does indeed $400.  We are in no way wrong for our math here and this was well documented.   There is no additional discounts due as the customer agreed to this amount and was happy with it.  Should the customer want to keep using the ********************** as a pulpit for complaints I ask them to contact us for their refund minus their prescription costs as we wont tolerate fabrications.  

  Customer Answer

  Date: 01/28/2025

  So after reading the Medi Loupes reply, I have tried to call and discuss the situation directly with Medi Loupes. After more than a dozen calls, and emails, i would like to return the product, get my money back and have no further contact with this company.  After ordering the product on 7/31/24 and receiving the product on 1/8/25 without an enclosed check as promised, this company is not to be trusted.  Whatever they say is does not end up happening. So please send return info and get my money back to me for this poor product.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22801539
  
  I am rejecting this response because:

  
  So after reading the Medi Loupes reply, I have tried to call and discuss the situation directly with Medi Loupes. After more than a dozen calls, and emails, i would like to return the product, get my money back and have no further contact with this company.  After ordering the product on 7/31/24 and receiving the product on 1/8/25 without an enclosed check as promised, this company is not to be trusted.  Whatever they say is does not end up happening. So please send return info and get my money back to me for this poor product
  
  Sincerely,
  
  ****** *******-*******

  Business Response

  Date: 01/28/2025

  Its the customers responsibility to send back the products to us.  We will then inspect and bill the rx accordingly for the refund balance.  We also would like to move ahead to better scenarios and less wasted time 

  Customer Answer

  Date: 01/29/2025

   
  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.
  
  Sincerely,
  
  ****** *******-*******

  Customer Answer

  Date: 01/29/2025

  So I have accepted the Medi Loupes response to resolve issues. I am writing a response because historically this business is not providing services that were promised. I will return loupes today via ************, and the company will find them in perfect condition, they were not worn because they do not fit. I expect 1180 in return. I am documenting this because they have said there is a restocking fee but refused to state how much that is, Therefore I will return loupes today in good faith, but expect entire amount returned. 1180. a check or original form of payment is acceptable. Again product was ordered 7/31/24 and delivered 1/825,

  Thanks,

  Ulrike 

  Customer Answer

  Date: 01/30/2025

  The product,loupes, were returned to company via *** , and tracking info is 12501293532c049122 , and should arrive on 2/3/25. I expect a return check for 1180 for the remaining refund no later than 2/10/25. Then all parties will have resolved issue.  Thanks 

  Customer Answer

  Date: 02/03/2025

  Return tracking 125012935320049122  package should be there today 2/3/25 and a check for 1180 should be sent out tomorrow 2/4/25 for refund of item not fitting dental loupes.

  thanks

  Customer Answer

  Date: 02/04/2025

  loupes arrived at ******** facility on 1/31/25 and ******* signed for package tracking info via *** available, check should be on way to me

  Customer Answer

  Date: 02/09/2025

  Good morning, 

   I was being helped by ****** ****** previously in my complaint.  I have returned the loupes from Medi Loupes. They were delivered on 1/31/25 and were signed for by someone from company. They had a week to send ****************************** I have not gotten a call, letter, e-mail, refund or any communication from company.  They are not interested in solving this issue, they have their product and my money for something that I paid for in good faith, and was six months in processing till I got product, and the product did not fit. Please help me get my money  back.  1180 is the amount the owe me. Please help!

  Thank you,

  ****** *******-*******

  Business Response

  Date: 02/10/2025

  We amended the return as agreed to allow for this refund.  check #**** was issued. Its for the whole amount and should be received anytime now.  please let me know and contact us personally at **************************** if you need any further info. 

  Customer Answer

  Date: 02/15/2025

  Hello, 

  I wanted to update Medi-Loupes that they have had my loupes for over 2 weeks as agreed upon the return of product, and thus far I have yet to see check 3350 for 1180. Nothing was sent with any urgency and no deliveries of any check form have occurred thus far. Its 2/15/25. I have been dealing with Medi-Loupes since 7/31/24. Hopefully this can be resolved soon.

  Thank you,

  Customer Answer

  Date: 02/18/2025

  As of today 2/18 no check has arrived for the amount of 1180, as was stated by Medi-Loupes on 2/10 that a check was sent out and issued. If this is cannot be resolved, I will ask BBB to step in further.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22801539
  
  I am rejecting this response because:

  Hello, 
  
  I wanted to update Medi-Loupes that they have had my loupes for over 2 weeks as agreed upon the return of product, and thus far I have yet to see check 3350 for 1180. Nothing was sent with any urgency and no deliveries of any check form have occurred thus far. Its 2/15/25. I have been dealing with Medi-Loupes since 7/31/24. Hopefully this can be resolved soon.
  
  Thank you,
  
  Sincerely,
  
  ****** *******-*******

  Business Response

  Date: 02/19/2025

  The refund was issued as agreed and the matter is closed 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22801539
  
  I am rejecting this response because: i have waited for the check for 1180 and sent an email to Gal but have had no response. Check should have been received by now.
  
  Sincerely,
  
  ****** *******-*******

  Customer Answer

  Date: 02/21/2025

  Hello,

  I have not gotten my refund as was promised by Medi-Loupes almost 2 weeks ago and I have contacted GAL at medi loupes with no response to either e-mail. Anyone considering buying dental loupes from this company at schools or conventions should be wary.  So far anything I was promised has not happened.  It would be nice to get this matter resolved but it seems the company is not able to keep its promises to its customers.

  Thanks,

  Ulrike

  Business Response

  Date: 02/21/2025

  The refund was indeed sent as opposed to contacting the BBB why not call us directly so we can give you the tracking number along with the check number and everything else that you would need as opposed to using the BBB as an intermediary. We would be more than happy to help you and put this behind us as well

  Customer Answer

  Date: 02/23/2025

  Hello,

  The reason I am corresponding through BBB is to ensure transparency. I had called and e-mailed Medi-loupes several dozen times and over 6 months every time I was given inaccurate information. So if tracking is available then I should have gotten a response from Gal. I sent 2 different e-mails and never received a response. A flat rate envelope sent via **** with tracking takes less than 7 days from west coast to east coast.  If it had been sent as stated by 2/10 I would have gotten it by now. Its 2/24 tomorrow and nothing has been delivered. So again, I state if all is above board and I am getting a refund for my loupes that your company has received over 2.5 weeks ago, I would have had my money by now.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22801539
  
  
  Hello,
  
  The reason I am corresponding through BBB is to ensure transparency. I had called and e-mailed Medi-loupes several dozen times and over 6 months every time I was given inaccurate information. So if tracking is available then I should have gotten a response from Gal. I sent 2 different e-mails and never received a response. A flat rate envelope sent via **** with tracking takes less than 7 days from west coast to east coast.  If it had been sent as stated by 2/10 I would have gotten it by now. Its 2/24 tomorrow and nothing has been delivered. So again, I state if all is above board and I am getting a refund for my loupes that your company has received over 2.5 weeks ago, I would have had my money by now.
  
  Sincerely,
  
  ****** *******-*******

  Business Response

  Date: 02/25/2025

  The payment was sent.  If we controller **** we would not be in the loupe business.  We have sent it and hope and pray every day it arrives any day no to avoid these wasted time emails 

  Business Response

  Date: 02/25/2025

  Hi ******,

  Fun meeting this way.  It certainly is pulling up.  They picked it up and haven't scanned at facility I would assume.  try in morning or after 5pm.

   

  Tracking Number:
  9405511108090492060824
  Copy Add to Informed Delivery
  Latest Update
  A shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Pre-Shipment
  Shipping Label Created, **** Awaiting Item
  BUFFALO, NY 14225 
  February 25, 2025, 9:27 am
  

  Customer Answer

  Date: 02/26/2025

  So yes a pre-shipment label was created yesterday 2/25 and over 24 hours later **** is still awaiting the package which is supposed to contain the check 3350 that was supposed to be sent out on 2/10 in a previous e-mail.  It may say there is a tracking number but nothing has been sent so I am still owed 1180 by medi-loupes and they are using stalling techniques as they have since I first paid for my loopes on 7/31/24.  They are not honest and dont want to send my what I am owed for returned loupes that do not fit.  No more excuses send the check.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22801539

  
  So yes a pre-shipment label was created yesterday 2/25 and over 24 hours later **** is still awaiting the package which is supposed to contain the check 3350 that was supposed to be sent out on 2/10 in a previous e-mail.  It may say there is a tracking number but nothing has been sent so I am still owed 1180 by medi-loupes and they are using stalling techniques as they have since I first paid for my loopes on 7/31/24.  They are not honest and dont want to send my what I am owed for returned loupes that do not fit.  No more excuses send the check.
   
  Sincerely,
  
  ****** *******-*******

  Business Response

  Date: 02/27/2025

  This is insane.   We DO NOT OWN *****  stop wasting our time with these emails.  We have sent it.  Sent tracking and it tracks today.  Odd.   Enough

  Business Response

  Date: 02/27/2025

  It was picked up by our mail courier that comes every day and takes the bin.  They have it in their possession.   I dont know why there is no scan yet but would love to know why also.  Having these emails is hardly on my favorite thing to do list 

  Customer Answer

  Date: 02/27/2025

  You love to delay and those are your tactics ! You own and are a fraudulent company and tracking for the refund check shows clearly that the *********** is awaiting the envelope. You scam people at dental schools and dental meeting's out of their hard earned money. Send me my money for the loupes that you have returned to you and the refund that you owe me, send it finally. **** will show that once its in system , but you already know that. Stop being a scammer and refund what is legally mine.

  Customer Answer

  Date: 03/03/2025

  Once again medi loupes scammed me only sent 800 dollars when they owe me 1180 claiming they need 380 dollars for restocking fee. What an absurdity! When I bought the product no one informed me of this policy and their product is defective! Send me my money! Dont buy anything from this company ! Send the 380 today!

  Business Response

  Date: 03/03/2025

  Should we please send the contract for the customer signed as to the amount due to the prescription or custom nature of the amount. That is contractual and we have email correspondence to prove that they understood and knew that when they signed for it can we stop getting these messages? It is ridiculous

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22801539
  
  I am rejecting this response because: loupes do not fit and it is not ridiculous
  
  Sincerely,
  
  ****** *******-*******

  Business Response

  Date: 03/04/2025

  Were formally rejecting this as well. This customer selected this exact frame from a conference in ordered custom product on that exact thing. The frame doesnt magically stop working. Were done with these messages. We will get our legal council involved at this point. This is beyond ridiculous

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my loupes back in August *******. I was told the order would take 10 weeks to get shipped to me. I havent received any emails about updates about my order. When I call to get a refund I am told there is a 30% restocking fee yet they also told me they dont have any updates on the progress in my loupes ( I do not wear prescriptions keep in mind). I am a student and I am losing valuable time I could be using to practice with loupes before seeing patients. My professor was able to get loaner loupes from this company but they dont not fit any of the students at all. I want a full refund for the delay in my loupes

  Business Response

  Date: 11/21/2024

  The customers ********************** were agreed in the time frame we stated.  Theyre shipping out and we offered free loaners in the meantime.  Moving forward we will not be going to that school as we stated the time frame and the customers all signed it yet complained of the time frame in question.  We have been in contact with them and handle them accordingly.  We offered further discounting and free loaners even though we are within the time frame 

    Regardless we will help but not deviate from contractually signed policies 

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22585104
  
  I am rejecting this response because: You state that we agreed upon a time frame, yes we did, it was ***** weeks clearly written on my invoice that I attached originally. This week marks the 12th week and when calling upon customer support about the order status, for any of the orders placed with all students, we were all told that there is no official date due to the lab falling behind. We were even told by one of the managers that he would move our orders to the top of the list since we are students and need time to practice with them, this was a month ago. If there was a lab issue since the beginning then this ***** week period should've never been promised to the customer and an official email should've been sent to all customers stating your issues yet there was none. Reading other customer reviews also state that you promise these set dates yet never deliver them even for those that need their loupes repaired.  Also,  the loaners that were sent were supposedly sent in our official boxes yet all of the boxes are damaged and one of them even looks used. 

  All of us students would like a refund because we need our loupes now and not in the future whenever the lab comes back up.
  
  Sincerely,
  
  Samantha 

  Business Response

  Date: 11/22/2024

  We have sent an extensive email to all students which many have replied and acknowledged the offer.  this should assist in this and close the matter

   

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased medical loupes at a veterinary conference May 31, 2025. These loupes were supposed to be produced in 8-12 weeks with satisfaction guaranteed and promotional nonprescription sunglasses included. I had not received them after 12 weeks and began calling and emailing the company - always being told that they were being produced. I still did not receive product after 16 weeks and asked for a refund. They told me the product was in production and they could not cancel. ******* ******* operations manager promised me loaner loupes which did arrive and $100 credit for my inconvenience. I declined but they still sent the loaners. After 5 months the originally purchased loupes arrived and the optics were not aligned and i could not even focus. My degree on the custom case was also listed incorrectly. I tried to get my money back and was told to submit a form. On the form they listed a 30% restocking fee which I think is absurd considering all of the unfulfilled guarantees on their end. I also never received the promotional sunglasses. I submitted my refund form and the loaner pair and the custom pair of loupes and they were received on Nov 7. It is very difficult to get anyone to answer the phone or emails from the company. I tried to dispute the charges with my credit company but when the card company could not get any responses from Medi Loupes they refused to pursue the dispute any further. Im so frustrated at this point and feel as though they are running a scam as the only reviews I can find for this company all sound similar to my own.

  Business Response

  Date: 11/13/2024

  This customer charged back, what exactly would we have to do for her at this point.  She is more than welcome to contact us should she need justification on why we didn't refund someone that charged back

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22548526
  
  I am rejecting this response because you resubmitted the charge again to my credit card company after I disputed the charge. I have been trying to contact you via email regarding the restocking fee and to finalize the return to get the refund of $2100.80.

  
  

  Business Response

  Date: 11/18/2024

  The dispute is still open, should you want to contact us please feel free.  sending the bbb complaints does zero to expedite that.  We are happy to discuss with you whatever you need.  your credit company is the one that is fighting.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22548526
  One thing is for sure, your disdain for your customers always earns an 5 star review. This interaction only serves as further evidence for how poor the customer service experience has been dealing with your company. I have contacted and my husband has contacted you directly several times over the last few weeks, and out of desperation tried to work with BBB as a mediator to sort this out. Obviously that was a negative choice since Medi Loupes as a company has no shame and feels very comfortable degrading your clients on an online forum. We are still awaiting your response via email or with a complete refund to our original payment method. A complete refund of $2100.80 to our credit card would quickly and quietly end this 6 month long fiasco. Since you received the defective product you sent me on November 7 via ****** I think that processing that refund would be easily achievable for the national company that you are.

  
  ***** *****

  Business Response

  Date: 11/19/2024

  Hello,

  We cannot refund a payment until a pending chargeback is closed.  you would have to contact your card company and advise them you wish to rescind the chargeback as it is still open.  Once they close it we will have zero issue refunding anything and would like this behind us as well

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22548526
  
  That was closed on May 31 when your company rebilled my credit card. When you failed to submit the refund after receiving the product back and after recharging my credit card is when I started this complaint. At this point it seems that litigation may be required to get your company to process the refund we are due. 
  

  Business Response

  Date: 12/02/2024

  At this point until we get full proof to validate what you claim as our records show otherwise we will happily make our legal team aware 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22548526
  
  Attached are shots of my credit card statement. What more proof do you require to give back what rightfully belongs to me? Let me know if you need me to have my lawyer contact you or if you would like to be honest and send the refund $2100.80 back to me in a check. This is ridiculous. 
  
  
  ***** *****

  Business Response

  Date: 12/20/2024

  As a company we always work to help a customer in any way to find an issue and correct it.  Offering free loaners is a policy we do that no other company has even considered.  We feel it's a necessary way to assist someone in need.  If a customer asks, we simply provide it.  There is no scam in anyway.  The same names complain about us adhering to our policies and refusing to bend for anyone as it will create a conflict with others.  We're very sorry you feel that way, however, the other 9k customers would disagree with the few complaints.  When it is said we are not able to be reached is absolutely absurd.  We have a call center that guarantees it, and we always reach customers during business hours.  We record everything and will happily provide that proof to contradict the complaints of customers stating we can't be reached.  ***** customers seem to want to use the ******************** like a soapbox and we will not buy into it.  We will offer assistance if you want to call us, and we will find the solutions needed to make you happy.  Keep in mind were the only brand with a lifetime warranty to protect your investment.  We want customers happy. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22548526
  
  That all sounds very nice. I unfortunately still have not received my refund despite me sending the loaner pair and the purchased product back. When can I expect my entitled refund which is in compliance with your policy of money back within 30 days of receipt. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item called loupes from this company (Mediloupes) on May 10, 2024. I paid $1580.80 which is the full price for the item. Mediloupes told me that I could expect the item to be delivered in 8 weeks (July 5th). As of July 26, I still hadn't received the item, so I had to contact the company to ask about my order. I was told that my item was still in production and that they couldn't provide a new expected delivery date at the time. They said they would contact me again once the item shipped. After 4 more weeks of waiting, I had to contact the company a second time. They gave me the same response again and did not provide a new expected delivery date. At that point I requested to cancel my order and give me a full refund, especially since this is a medical item for my orthodontic practice that I am in urgent need of. I explained that I was not willing to wait anymore, especially since they were not even providing a new delivery date, and I could get the item from another company that was offering to deliver it within 3-4 weeks. Mediloupes denied my request and told me that canceling my order will incur in processing and restocking fees, for which they could not give me a full refund. They advised me to contact the agent who sold me the item to discuss my situation. I called this agent and got no answer. Left a voice message with my information. It has been 7 days, and she did not call me back. I do not want this product from this company anymore, especially since it's expensive equipment that may require use of a warranty, and I do not desire to deal with this company in the future. Also, they are preventing me from getting the item from another company, which is interfering with my work. I don't think it's fair that I have to cover extra fees, when this problem is directly related to their inability to provide the service they offer. The customer service has been very disappointing too. I have a chain of emails that clearly proves all this.

  Business Response

  Date: 09/11/2024

  This is not correct.   The customer has every right to cancel their order.  They are NOT subject to a restocking cost on any delayed items per company policy.  We apologize for the miscommunication but the customer is misinformed.   They can cancel for a full refund.  

  Customer Answer

  Date: 09/11/2024

  Hello, thank you very much for you assistance in this matter. 

  Please see attachment with email I received on August 30 from MediLoupes agent, ******. Please pay special attention to the second paragraph where they clearly state that canceling my order will incur in multiple fees, and mention how some of the costs are non refundable. I want to add that I tried to get in contact with ******* (as instructed in this email) more than a week ago. She didn't answer my call and didn't call me back. 

  Also, I sent another email to ****** yesterday requesting the full refund again, and I still didn't get an answer. 

  They told you I was misinformed and entitled to a full refund, then why haven't they done it if I have requested it twice already? I just want to make sure I will get the full amount I paid ($1580.80).

  Thank you

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22267114
  
  I am rejecting this response because:

  Hello, thank you very much for you assistance in this matter. 
  
  Please see attachment with email I received on August 30 from MediLoupes agent, ******. Please pay special attention to the second paragraph where they clearly state that canceling my order will incur in multiple fees, and mention how some of the costs are non refundable. I want to add that I tried to get in contact with ******* (as instructed in this email) more than a week ago. She didn't answer my call and didn't call me back. 
  
  Also, I sent another email to ****** yesterday requesting the full refund again, and I still didn't get an answer. 
  
  They told you I was misinformed and entitled to a full refund, then why haven't they done it if I have requested it twice already? I just want to make sure I will get the full amount I paid ($1580.80).
  
  Thank you
  
  Sincerely,
  
  ******* Parra ********

  Business Response

  Date: 09/12/2024

  ****** was fired for being an awful *** and the refund is in full.  Considering the owner is ***lying to this message I would assume I have the ultimate say in policies.  Have a great day 

  Customer Answer

  Date: 09/26/2024

  I just want to inform that up until today this issue has not been resolved. I have requested Mediloupes to cancel my order and refund the money again, but they keep telling me that the manager (*******) has to speak to me first. According to them, this person ******* tried to call me one time (but this was during my working hours so I wasn't able to answer the phone) and that has been the only attempt he has made to contact me. I have called him twice already, left him messages, but he is never available and doesn't return my call. I don't even understand why do I need to talk to him, I have nothing else to say and I just want my money back. I feel robbed and mocked. 

  I'm requesting more assistance in this issue please. 

  Best, 
  *******

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22267114
  
  I am rejecting this response because:

  
  I just want to inform that up until today this issue has not been resolved. I have requested Mediloupes to cancel my order and refund the money again, but they keep telling me that the manager (*******) has to speak to me first. According to them, this person ******* tried to call me one time (but this was during my working hours so I wasn't able to answer the phone) and that has been the only attempt he has made to contact me. I have called him twice already, left him messages, but he is never available and doesn't return my call. I don't even understand why do I need to talk to him, I have nothing else to say and I just want my money back. I feel robbed and mocked. 
  
  I'm requesting more assistance in this issue please. 
  
  Best, 
  *******
  
  Sincerely,
  
  ******* Parra ********

  Business Response

  Date: 09/26/2024

  We reject this explanation.   If a customer wants to cancel their order, they are more than entitled to do so. They contact **************** saying I want to cancel. They can state that I am not trying to speak with anybody else I would like to refund and the matter is concluded right there and then. Sales managers generally will only contact the customer to give them those instructions. So here are the instructions follow them, and lets put this behind.  

  Customer Answer

  Date: 10/14/2024

  Hello, 

  Thank you for your message. 

  I just want to let you know that the company MediLoupes responded and accepted my cancellation request, however, I'm still waiting for the refund. Hopefully, I will get it soon and I can finally put an end to this. Even though it seems like the issue will resolve to my satisfaction, the experience has been the worst I've ever had with a business, and even with your support they have been very resistant to assist me.  

  I appreciate your help in the matter. 

  Best, *******

  Customer Answer

  Date: 10/29/2024

  Hello, 

  I'm very disappointed to inform that I still have not received my refund. This continues to be a nightmare for me, and this company MediLoupes is just ignoring me at this point. 

  I followed all their instructions. First I spoke to ******* (the manager), then he instructed to me to fill out the refund form, which I did and submitted on Sep 30. When I submitted the form, nobody acknowledged that they received it, so I had to contact them again to confirm (by email). I got an email with confirmation and explaining that the refund would take 14 days. I was expecting to get the refund by Oct 15, but I didn't. I waited another week just to give them extra time, but nothing. I contacted them again, this time with frustration and demanding information about my refund and when to expect it. I got this email: 

   

  Medi Loupes
  Wed, Oct 23, 3:38?PM (6 days ago)
  
  Hi *******, 
   I have forwarded your email to our owner so that I could get you some clarification. 
  -**********

   

  I haven't heard from them since (almost a week after). It's has been a full month since I submitted the refund form request initially, and I still have no idea when I'm going to get it. 
  I feel completely disrespected. I've lost so much time and effort in emails and phone calls that I am exhausted. They are holding my money without the right to do so. They don't communicate with me at all. I don't know what else to do, I would appreciate your assistance. 

   

  Thank you, *******

  Business Response

  Date: 10/29/2024

  This matter is now closed.  We have closed it internally and waived our contractually signed costs to alleviate the burden.  The full refund was sent to the customer,.  case closed

   

  Customer Answer

  Date: 11/05/2024

  Hello, 

   

  I just want to inform that I finally received the refund check from MediLoupes, but for the wrong amount. 

  I paid $1580 and they sent $1500, so they still illegally kept $80 of my money. Attached document shows original invoice of my purchase and the recently received check. They are incredibly unprofessional. 

  This matter did not resolve to my satisfaction. 

  Best, 
  *******

  Customer Answer

  Date: 11/05/2024

  I forgot to add the attachment in my previous message. Here it is. 

  Customer Answer

  Date: 11/05/2024

  Hello, 
  
  
  I just want to inform that I finally received the refund check from MediLoupes, but for the wrong amount. 
  
  I paid $1580 and they sent $1500, so they still illegally kept $80 of my money. Attached document shows original invoice of my purchase and the recently received check. They are incredibly unprofessional. 
  
  This matter did not resolve to my satisfaction. 
  
  Best, 
  *******
  
  

  Business Response

  Date: 11/05/2024

  This is a merchant fee and per our agreement merchant fees are non refundable.  We would be happy to attach the signed contract stating this.  We dont make a cent from that.  Its merchant fees which are not refunded back to the company.  Thus we will not refund what we did not collect 

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a dental hygiene student. I need loupes. This company came to the school, previously banned by the director. They rebranded from E clips loupes to mediloupes and the director did not catch it. On 10/15/23 ordered the original pair of Galilean loupes. 1/15/24 received original loupes which were mismeasured and didn't work. 2/20/24 got an email response about changing from Gallilean to ergos. 3/10/24 sent originals back to be remade to ergos. I was told it would be a $600 charge to make ergos for me, which I paid. 8/9/24 ergo loupes received. I had very little communication and have been waiting almost a year. I do not have functional loupes. The remade ones are a completely different frame that falls off my face. I requested a refund for the loupes and was denied because "I am out of the trial period" which is 45 days. I am not out of the trial period. I want nothing else to do with this business. The salesman told me there was a 40% restocking fee, which was a lie. My contract says up to but not exceeding 20% of the cost. I currently have a loaner pair of loupes and the remade ones. I told them I would pay the restocking fee and send both pairs back and they refused. I emailed the salesman, ****, then his manager, *****, then the owner of the company, Gal, and they all refused. I would sincerely appreciate your help in this matter because it has been a fight from the very start. I need functional loupes and this company is clearly incapable of that. I want my money back so that I can get a pair from a different company that actually cares about their clients.

  Business Response

  Date: 09/05/2024

  MediLoupes did not rebrand from eclipse loupes.  that is a slanderous comment.  We had zero affiliation as a rebrand with mediloupes and have won 3 court battles over this issue with easy proof.  ********************* was the owner of eclipse loupes which went out of business.  Mediloupes is part of medi corp owned by **************** and ****** investments.  ****** investments is based in **********  

  This customer was in contact with ownership directly regarding her situation.  This comes after this situation.  We DO NOT charge restocking fees for students and if she wants to cancel, we are completely ok with that so we can avoid these emails and burdens on our time.  We offer the best warranty around and if the student wants to work with another brand and not have a warranty or a quality product, we have other customers to assist.  We wish them the best.

   

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/4/24 purchased a custom pair or surgical medical loupes from Medi Loupes at a dental convention for $2,100.80 On 6/4/24 I emailed the company to get a status on my order. I got the typical Were backed up response but was also told they would attempt to reach out to the lab to expedite my order. I responded if I was unable to get on the list I would like a refund. After no response on 6/11/24 I emailed again to check the possible expedited status. I was told I would get a response ASAP. After no response for a week on 6/18/24 I requested a refund. I was told someone would contact me; no one did. On 6/24/24 I sent another email asking for a refund. On that day I got a phone call from the *** who sold me the loupes asking me why I wanted a refund. I told him I dont have my loupes or any updates on the status. He response was that I would have to pay a restocking fee to cancel my order. I expressed how that was not fair and demanded a full refund. He stated he would talk to his manager about the situation. I have not heard from him or the company since then and it is now 8/7/24

  Business Response

  Date: 08/08/2024

  The customer has been communicating with management Regarding her order. When she indicated the possibility of a refund was asked if we expedited the process and the customer agreed and have not heard back since. However, once again they feel the need to not contact us and contact the BBB like big brother.  At this point, we are done wasting our time on this.  If the customer wants a refund contact the office or myself directly at **************************** and I will handle it personally 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22110078
  
  I am rejecting this response. I am absolutely shocked by this response. If the order was expedited then where is it? It has been over 4 months since my order has been place. What you said is false and I have contacted via email on more than one occasion. I first sent my email asking for a refund on June 18. I followed up again on June 24, and even talked to a representative in the phone to discuss my refund. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2024

  This customer was spoken to by the sales manager who agreed to have the product expedited as they requested.  It is completed and shipping as they agreed. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22110078
  
  If what you are saying is true where is the product? I spoke to **** on June 24, 2024, over 6 weeks ago and that was over 11 weeks since I placed my order. 
  

  I still do not have my product because what you say saying is completely false. I have asked multiple times for a refund and also told ********** wanted a refund. 
  

  We are 4 months since my purchase and still I have no product or no refund. Instead you are giving blatant lies to portray a different story to BBB that makes no sense. How can you tell a story of an expedited order I still do not have when I have documentation of me requesting a refund multiple times. At this point cut the c*** and please refund me my money. 

  Sincerely,
  
  Tybrenna Brown

  Business Response

  Date: 08/09/2024

  The product shipped out to the customer and the matter is complete

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22110078
  
  I am rejecting this response because I have made it abundantly clear I DO NOT want to product and have requested multiple times for a refund!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/14/2024

  We are simple reiterating the policy.  If the customer wants a refund they should return the products.  They were sent to the customer and we would need them returned 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22110078
  
  The product was just sent 2 days ago. I initially asked for a refund on June 18, almost 2 months ago. Why send the product when I blatantly asked for a refund multiple times before it was manufactured. Your company is continuously making it hard for me to get my money back and its completely not fair or morally right. $2,100 is a lot of money. Now I have to pay to send it back when I asked for a refund before it was even made. You want to site policy But nothing about this experience reflects your policy. This is very shady business tactics. 
  Sincerely,
  
  *******************

  Business Response

  Date: 08/16/2024

  Ok, so facts are missing here again further attempting to vilify us.  So here is a copy screenshot of the exact email that was sent to this customer from the co-owner **********;

  Hello ********,
  I understand the frustration.  As I said, it seems that the entire experience overall just did not work.  It hurts to even say that as we have great relationships all over the area.  However, not everyone has the experience we hope for just like other companies.  No one is perfect and as much as I hate to ever admit that, its just a course of life.   We normally dont offer return labels for return sales but in this case I will make the exception.  
  Have a great day and best of luck in the future. 
  
  
  *****

   

  can we please close this matter 

   

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22110078
  
  Everything I have posted is true and I have provided emails to support my request. The ***** tracking number 777928925863  also corroborate the claim of the loupes were just sent. If you feel I am vilifying your company it is from your own doing.

  Nonetheless, the co-owner ***** has sent a return label and the product was sent back on Aug 22, 2024. According to the tracking (************) it should be delivered Tuesday8/27/24 by end of day. 
  

  ***** also stated the refund should take 5-7 days once received. So by Sept 6, 2024 I should get my refund. I will continue to leave this case open until the requested outcome has been completed. Which is the refund I have been asking for since June 18, 2024. 

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

  Business Response

  Date: 08/27/2024

  This is wonderful news.  We are happy to end this long story and move ahead as a company.  The refund issued to close the Matter so hopefully we do not have to see any more of these moving forward.

  Customer Answer

  Date: 09/10/2024

  This issue has not been resolved. I am still waiting on a refund from this company