ComplaintsforLens Lab Optical

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went there on 5/6/2024 with a request to obtain glasses for office use meaning i needed glasses that would allow me to look at the computer screen and read without straining my eyes.I was told i had to take an eye exam which would cost $80 but if i sign up for the Alpheon credit card it would be waive however i was never told once i sign up for the credit card they would get the funds instantly and i would be responsible for the bill regardless of services or goods provided to my satisfaction.The frames they had available were only brand name frames and the options were limited to one section or display window. After I sign up for the card I was approved immediately. The agreement of my glasses were that I would have one pair of progressive lenses which would allow me to see from far,medium(computer screen) and near vision (Reading) which I thought was a great option since all I needed were glasses to view my computer screen and reading. I was not provided with my eye exam results either.I received a call a week later to come in for a measurement so I did then after 2 weeks they call me in again to try out my new progressive glasses. I try them on it seem fine looking at far distance but when I was giving a pamphlet to read it looked blurred from the mid session down. I asked them to please repair or fix the issue they try to convince me it was fine but said they would fix them. Two weeks later I went by the store and took my reading glasses which were provided for free by them to compare with the progressive lenses, after trying the progressive lenses again it was the same thing nothing had changed. I took the reading glasses out and did a comparison while at the store in front of them and told them I was able to read with the free reading glasses fine and if they would match that againts the progressive and get it fix for me. They said the only option at this point was for me to have two different pair of glasses leaving me with no option. 100% FRAUD

  Business response

  08/12/2024

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

  *************************** was in our office on May 6th of 2024 to see out optometrist and order glasses. After the exam was performed, our doctor recommended progressive addition lenses for the patient, to help with his presbyopia (meaning he needs prescription for both distance and reading). 

  After trying on a few frames, he decided on a Prada frame with progressive lenses, with Blue-light coating to help with the eye strain caused by looking at the computer screen for long periods of time. 

  Our sales *** offered a promotion we had going on. Patients that bought a designer frame and spent more than $600 were elegible to receive a second frame with single vision lenses at no additional charge. He agreed and chose his second frame with Near vision lenses (reading only) and added anti-reflective coating to it, with his total coming up to $1100.

  Our practice offers a few financing options to our patients. ************** decided to apply for an Alphaeon card, which gives him ***************************************** full within the promotional period. 

  We processed the order, and glasses were ready within the usual 7-10 business days' time frame. 

  ************** came to the office to pick up his glasses and expressed some concern when trying on the progressive lenses. We explained to him, that it is very usual for patients to take about a week to get used to having 3 different prescriptions in one pair of glasses (distance, intermediate and reading). We asked him to take the glasses and try them for a few days before the doctor could make any changes. 

  On a later date, ************** came back and asked us to just change the progressive lenses to only reading lenses, to match what he had on the second pair because that was more comfortable for him. 

  We explained to him, that he would have to take the glasses off if he wanted to look at the distance and he agreed. 

  We re-ordered the lenses, and the patient was notified when they were ready for pick up. 

  Unfortunately, ************** didn't pick up the glasses and presented a dispute on his credit card. 

   

  Please let me know if you need any further information, 

  Thank you for your time, 

   

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

  General manager

  Lens Lab Optical 

   

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is completely inaccurate, I wanted them to fix the Progressive lenses and make the adjustment on the single pair of glasses to match what was on the reading pair. They claimed they had done it but when I tested them the end result was the same in order for me to read a pamphlet or brochure at the store I could not see clearly at all I had to tilt my head backwards while using the progressive lenses but they insisted that it was fine and I should take them. Im completely dissatisfy with the work/service they have done. I was informed by the credit card company you have been paid in full while I get stuck with the monthly payments for as service or product I dont have, I did requested a refund and you told me I had to call the credit card company. Why should I paid for a job badly done and furthermore an incomplete one?
  It seems they are only concern with collecting payment and not about the customer satisfaction
  if I pay for something I would a expect to be happy with my purchase. Not the case here please give me a refund as I do not have your glasses and do not want to do business with your company.
  
  
  I already have a pair of office glasses that I acquire from ****** Optical on 6/22/2024
  I did the eye exam, they gave me a prescription and did not try to upsell me in any way
  no expensive brand name frames as you had in your business by the way the only option
  or display window/counter you had to offer. Im very happy with my new glassess which ** currently using for work on my computer and reading. I paid a total of $238 at ****** Optical
  will include attachments of the invoices from ****** Optical

   

   Thank You.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/16/2024

  Lens Lab Optical

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

  **************, I can confirm indeed that the credit card ruled the dispute on our favor, since we followed all the guidelines and had sufficient documentation of your order, and notice of no cancelation and no refund given to you when placing the order. Since this is a custom order it cannot be cancelled once the laboratory receives it. 

  After reviewing your order from ******* I notice the reading prescription is exactly the same on the right eye and the left eye is very similar. However, if you'd like we can change the lenses on both frames to match that same prescription at no additional cost, since you are going to be responsible for the Care Credit payments. 

  We would like to help you, 

  Please let me know, 

  Thank you

   

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

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother is an elder over 65 years old. Her glasses broke so she went back to the place where she got her glasses and asked the lady if she could fix them for her. My mother was told nothing could be done and she needed to buy new glasses (frames). My mother is elderly and doesnt speak English very well. Has very bad vision and was unable to See the glasses that were being offered to her. She was told that the only glasses that were available were a pair of frames that cost $350. My mother thought that the price was extremely high and she asked to please get the cheapest glasses because she could not see and needed her frame fixed or new frame but cheaper than ******, but they told her those were the cheapest they had available so she bought them. I came to visit her and I realized that she was sold a pair of glasses that werent even worth $100. I also noticed that her lens is scratched, and the lens doesnt even fit properly into the frames that were sold to her. I asked her if she had time to return them she said she just got them a few days ago. But when she gave me the receipt that was given to her on the receipt, it said no refunds or exchanges. I feel like this is elder abuse. my mom couldnt see she just needed the leg of her frames to be fixed and instead, she was forced to pay $350 for a pair of glasses the frames were not even worth $100 and she didnt get an eye exam she didnt get new lenses. All she got was a new frame. This is completely unfair, unethical, and irresponsible on the business's part to have sold an elderly a pair of glasses that are not even a high-end name brand. Something needs to be done. This is not OK. My mother was taken advantage of because she was unable to even see what she was signing. She needed her glasses to see what she was signing to view the documents and she didnt have that she was taking advantage of and this is not OK. $350 for these glasses that the lenses dont even fit inside the frames is just abusive.

  Business response

  02/13/2024

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

  To whom it may concern:

  ************************** was in our practice on February 7th of **** to get her glasses fixed. Unfortunately, her frame was broken and needed to be replaced. 

  When a patient wants to transfer already cut lenses to a new frame, our options are limited to the shape and size of the original lenses, especially when they are Progressive Addition lenses, because we can't re size the lenses without affecting the reading power. 

  The lenses were progressive in ******************* case. 

  Our sales representative found a few options and ******************* chose one frame. 

  ************** transfered her lenses to the new frame and she took them. 

  The patient hasn't been back with any complaints. If she has any issues with her frame, we will happily fix it for her or change it under the manufacturer's warranty. 

  If you need any further information, please don't hesitate to contact me at **********************

  Sincerely, 

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

  Manager

   

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I went to the optical in April 2022 for an eye examination and glasses. Went the day I was suppose to pick up the glasses and it was an issue with them. I was told I should receive a text in 2 weeks to pick them up. Never received an text so I went to the location and the same thing was wrong. Once again I was told to come back and when I returned still no glasses. I went like a total of 12 times and its always something different each time. I went today and still nothing. I ask them to cancel my order so I can go some place else and I was told I had to wait until the manager comes in. This is the worst place ever. Staff is very unprofessional and when it comes to insurance you get a run around but when its cash you get it the next day. Please help

  Business response

  10/21/2022

  We are so sorry you had an unpleasant experience at our practice. We reviewed your charts and noticed the glasses you chose originally belonged to you insurance's selection. Unfortunately, we don't manufacture those glasses at our lab, your insurance makes them and sends them to us. When you came to us, because you had issues with your bifocal lenses we reordered them through your insurance lab, when they came back you still notice the same problem. Nevertheless, our records indicate that our manager offered a complete pair of new glasses, giving you one of our frames as courtesy and ordering lenses for you from our own lab (not using your insurance lab for this Redo). 

  It is our understanding that you picked up the glasses and you retain ownership of them. No further notes for any complaint or message from you are found on our system. Unfortunately, we can not offer you a refund, since you had no out of pocket expenses. 

   

*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. ↩