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ComplaintsforEye and Health
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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This issue concerns inconspicuous return policies. When purchasing goods from the merchant, I was not made aware of the Return policy. The merchant did not provide a receipt with a posted return policy until I informed them I wanted to cancel my purchase. If I knew the Merchant's purported policy I would not have purchased my glasses. I underwent an eye exam at Eye and Health at 6 pm on Thursday, April 11, 2024. (email attached) I have no complaint related to the cost of the exam. I was shown glasses to purchase. I was brought to a desk to purchase the glasses and did not see a return policy. I was never told that there was a return policy. Therefore, I was under the belief that this merchant would conform to NY State's default 30-day full refund policy.After selecting glasses, the salesperson took my card and completed the purchase. I was told I would be given my invoice/receipt electronically. I did not receive any invoice before the merchant closed. I called on Friday, 4/14, and was told I'd get my invoice soon. I did not. I called again on Saturday, 4/15, to cancel my order as I was uncomfortable with the lack of forthcoming documentation and what I felt was a misrepresentation of insurance coverage. They refused to cancel my order and would only provide store credit upon return. Then the provider gave me my invoice. I called again to ask where the return policy was posted so I could read it. I was then informed there was a separate receipt that they never provided. They finally provided it upon request. (receipt attached with return policy missing durational element)I would not have purchased the product if I had known the policy. The salesperson did not inform me of the policy, and I do not remember seeing a return policy conspicuously posted at the PoS. If I had received my receipt at the time of purchase, I would have immediately canceled my order. I want to Cancel my order for these glasses and receive a full refund. (Lens and Frames ($688))Business response
04/18/2024
To whom it may concern,
My name is *********, Practice manager, and I'll be able to further elaborate on the complaint in question. I do want to note that I have attempted to contact the patient regarding this matter for further clarification on our practice policies as well as to reach a resolution. As of now, no response to my requests have been received. We apologize if the patient was not aware of our return policy at the time of filling her prescription. A receipt was sent to her with this information once we were able to reach her for an updated email address. We also don't expect for patients to willingly fill their prescription under the assumption that they can and will call back shortly after to cancel the order. Nevertheless, we are more than open to reaching a resolution with this patient at her earliest convenience and we deeply apologize for any confusion caused. Should you need any further clarification, please feel free to contact me at ***************************** or by phone at ************.
Best regards,
*********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.