Complaints

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• Initial Complaint

  Date:06/13/2024

  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 a pair of glasses from Eyeco Vision for $860 on May 18, 2019. To complete the sale, I was explicitly told by ************ that my frames had a "lifetime guarantee" due to their price and premium quality. I have witnesses to this guarantee that I can call upon. ************, said that if I ever needed a repair or replacement to come to them and they would gladly assist me.A few weeks ago I was attacked by two men. In the process of this attack they broke my glasses. I went to Eyeco on Tuesday June 11, 2024 to discuss with them my options for repair or replacement in accordance with their lifetime guarantee. When I spoke with the staff member at the counter, they claimed utter confusion about my claim. I asked them to pull up my sales record. They claimed that my record was lost due to a "change of system in 2019"************, who sold me the glasses and gave the guarantee (with witnesses I can call upon), came to the counter and refused to speak with me. I said hi to her directly with no response. The other staff member stared at me and mumbled about no such policy while ************ just stared at me. They continued to stand still providing no information or assistance. I asked if there was anything at all that they were willing to do to assist me. The staff member mumble "no" and ************ continued to not say a word. I ended up just walking away as they stared at me.These glasses cost more than a months rent and the reason I bought them was because they were guaranteed for life. ************, who sold them to me refused to speak with me and the other staff member told me when I made my claim that they would do nothing to help me or stand by their word. I am looking for a resolution of them to stand by their word and offer me options of repair or replacement.

  Business Response

  Date: 06/21/2024

  **** *** **** *** *** ******** ********************
  Customer: *****************
  
  This is in response to ******************* complaint on his purchase of a complete pair of eyeglasses (frame and lenses) dated May 18, 2019.  

  The Customer, **** quotes To complete the sale, I was explicitly told by ************ that my frames had a lifetime guarantee due to their price and premium quality.  Eyeco's response is that this is a false claim. 
  
  This was never stated to **** or any of our customers for that matter.  Our store policy is to honor a 1 year Manufacturer's warranty on frames that we sell. This warranty does not cover normal wear and tear or any abuse or sudden stress to the frame. 
  
  The customer also states I have witnesses to this guarantee that I can call upon. ************ said that if I ever needed a repair or replacement to come to them, they would gladly assist me. 
  This is also not true.  When we dispense eyeglasses that we have sold to our customers, we tell them feel free to come back for any fitting adjustments if ever needed.  Its never been part of our practice or policy to say if you ever need a repair or replacement to come back. We would be glad to learn more about the witnesses you can call upon to make the claim that they heard us offer a lifetime warranty. 
  
  The customer then wrote in his complaint I went to Eyeco on Tuesday June 11, 2024 to discuss with them my options for repair or replacement in accordance with their lifetime guarantee. When I spoke with the staff member at the counter, they claimed utter confusion about my claim. I asked them to pull up my sales record. They claimed that my record was lost due to a "change of system in 2019" ************, who sold me the glasses and gave the guarantee (with witnesses I can call upon), came to the counter and refused to speak with me. I said hi to her directly with no response. The other staff member stared at me and mumbled about no such policy while ************ just stared at me. They continued to stand still providing no information or assistance. I asked if there was anything at all that they were willing to do to assist me. The staff member mumble "no" and ************ continued to not say a word. I ended up just walking away as they stared at me.
  
  The customer very likely may have perceived utter confusion from our staff about his claim that we told him there is a lifetime warranty because frankly, such a claim is shocking to us.  The sales Invoice was not retrievable at the time, because we have migrated over to a new software system and in order to retrieve past records of greater than 4 years, we have to put in a request to access data on an outdated software product.  We now have a copy of the invoice and am attaching the file to this BBB case .
  
  Customer reiterated he has witnesses he can call upon to vouch for his claim of a lifetime warranty being offered, we would like to see who his witnesses are and what they claim recalling.  
  
  ************ who had just come from the back exam room walked over to where **** and our Store Manager were talking.  The customer said Hi to *********** and ************ acknowledged by saying hi back and let the Store manager proceed with handling matters without interfering as the Dr. customarily does, to avoid being intrusive.  At no point did the Customer ask a direct question to ***********.  ************ was not ignoring **** and had a question come from **** to ***********, she wouldve responded, therefore  ***** claim about *********** refusing to talk to him is not valid. Once **** was told that the frame was out of warranty he walked abruptly out of the store.
  
  The Store manager does recall when the Customer came in on June 11th, when **** first asked about if his frame could be repaired and once he was told it was beyond repairable condition, he then said he was told there is a lifetime warranty on the frame.  
  
  We have been in business at our same location for over 20 years and have been a foundational part of the local ************* community with a reputation of professionalism in a medical/retail business.  Integrity is one of our primary values and we will always operate an honest business and practice.  We have never promised a lifetime warranty to any of our customers who have purchased frames from us in over 20 years.  Our staff are trained to communicate to customers or prospective customers that we honor a 1 year Manufacturers warranty.  
  
  
  Sincerely,
  *** *************************