Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9/24 I took my new prescription to Ranibow Opticts to get new lenses in my existing glasses and sunglasses.A couple of days later I realized the sunglasses that were returned to me were NOT the Wayfarer frame I had taken into the store. The temples were Wayfarerr but the body was a completely different brand. I immediately returned to Rainbow Optics to talk with ***** the assistant manager who assisted me during my initial visit. He would not even look at the sunglasses and said they were the sunglasses I originally brought into the store. I have very clear photos of me wearing my Wayfarer sunglasses which ***** would not look at either. I went to Sunglasses Hut and the manager there could clearly see the temples are Wayfarer and the body of the glasses are Brother ****** I asked to speak with the manager who I was told would be in the office today 7/22. I went back today and she told me she didnt believe me. There seems to be no checks and balances at this establishment. There is no one to contact on their website to. I found the name of the Owner, CEO, President and called a different Rainbow Optics location and asked to have him call me. At first I was told he would, but then she said he no longer owned the stores. I asked who did and eventually she told me the name of a company in ******, but would not give me contact information. I want my Wayfarer frame returned to me in-tacked and I will return the body of the sunglasses they gave me, but will keep the Wayfarer temples that are mine. My out of pocket expense was $415 and $200 was billed to my insurance company. I want my out of pocket expense returned so I can go elsewhere to have new lenses made for my frame. This has been incredibly stressful and upsetting, and there is no one I can speak to other than the manager and assistant manager. They decide what they want to without any objectivity and thats it. Something is very wrong here.

  Business response

  09/05/2024

  The customer came in requesting to get new lenses in two of his own frames. He was satisfied with one pair. The second pair was a pair of sunglasses. Our system requires we take measurements and will not process an order until the patient has paid. Once the order has been pushed through the system and paid for, the system is uneditable. The patient picked up the glasses. Took them home. Called the next day claiming we took his Ray *** Wayfarer temples off of his frame and put them on a different frame front. Initially he said it was the "boyfriend brand" frame. Then he changed and said it was the "brother brand" frame. Neither Boyfriend or Brother are brand names for frames. He worked with the Assistant Manager who tried to show the patient that the measurements taken, that are uneditable, do not match any ray ban wayfarer. ********** Wayfarers come in multiple sizes but all even numbered eye sizes. The frame we measured was a 57 eye size, an odd number. Also the temples are what have the name of the frame. The temples show the frame manufacturer, style, and size of the frame. The frame he had that we made lenses for, matched exactly what we ordered from the beginning, as well as what showed on the temples. He did have pictures of him wearing a Ray *** Wayfarer in old photos but this does not show us that this is the frame he brought us to have lenses made.
  There is absolutely no way we could've changed the information on the inside of the temples, which he says 100% are his. The temples match our records of what he brought in identically. There are also millions of different types of hinge configurations for frames. For us to take his temples off his frame and get them to perfectly match a frame front they were not made for is nearly impossible. There is also no gain for us to only have taken his frame front. We would have no use for it. Our company also produces Ray ***s. We have no need to take a patient's frame.
  The amount of money the patient has requested is for two sets of lenses. Not one.
  The customer has since contacted the store and made staff uncomfortable with threats of physical violence. The staff is currently advised to call the police if the customer comes to the office.
  
  

  Customer response

  09/20/2024

  To begin with Im completely dissatisfied with Rainbow Optics response to my complaint.
  
  The response from Rainbow Optics does not match in anyway the conversation I had with the assistant manager ******* when I told him that the body of the sunglasses frame was a brand called Brothers and not the body of my Wayfarer frame.  ******* said, I know. When I tried to question him further he told me to leave, which I did. At that time ******* followed me out of the store and lense technician came outside as well and told me to leave. I left and have not returned.
  
  Details about measuring, putting the information in the computer, not being able to edit it, etc. is irrelevant. The bottom line is, body of the frame was NOT my Wayfarer frame.
  
  Due to the outcome at Rainbow Optics I was forced to replace my Wayfarer frame which I purchased at Lens Crafters. This required me to pay out of pocket for the frame and to have new lenses to made, a total of $ ****** after I had already paid Rainbow Optics ****** for sunglasses lenses and they billed my insurance $200.00.
  
  My desired settlement has not changed from my original complaint. I want to be made whole for my out of pocket expenses and I want my insurance company to reimbursed.
  
  Additionally I have photos of the frame that I was given back from Rainbow Optics that is not mine alongside of the new Wayfarer frame I purchased after Rainbow Optics did not return my frame. And I have the receipt for the new frame. If you can please tell me how to upload the photos I will do so immediately.
  
  
  Sincerely,
  **** *. *********

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