ComplaintsforBroome Optical, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had an eye exam paid for by my Medicare. After I had my glasses made using the prescription from Broome Optical I could not focus with the new glasses. I went back to Broome Optical and they set another appointment for re exam. After that exam I took the new modified prescription and had another pair of glasses made. These are not much better than the first exam. I am now back to wearing my old glasses. Broome Optical agreed that I am between a rock and a hard place. That was their solution. I'm out approximately $600 .Business response
07/25/2024
I spoke with Mr. ***** on July 22, 2024 and was made aware of the challenges he is having with the new prescription. I offered to set up an appointment with Mr. ***** with a different optometrist and we will be glad to do a new full examination at no charge. I spoke with another optometrist and they agreed to see Mr. ***** at his convenience. Mr. ***** did not purchase his glasses from Broome Optical.Initial Complaint
09/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased glasses from Broome for $994.00. First pair had to be redone. Doctor had axis wrong. While waiting in lobby optician was offering discount to another customer. Why didn't they offer one to me. Customer's glasses were 560.00 and they brought his cost down to 300.00. I told doctor and he said we could do a discount. He let me walk out without a discounted amount. I was telling my son about the big gap in price and he said I should get glasses from online source-2 pair for 400.00. when I got home I called broom and said I wanted a refund that I didn't want the glasses anymore. They said they couldn't refund any amount and their policy is they have no policy on refunds because they don't give refunds, only exchanges. Their markup is 75% of other places. I feel I have been scammed and taken advantage of. As a person on a fixed income now, I have this only recourse for resolve. the 994.00 includes the exam fee. I was willing to keep the glasses for 350.00 but that was not offered.Business response
10/04/2022
Business Response /* (1000, 5, 2022/09/29) */ The original purchase date of glasses was 08/15/2022 Glasses delivered to patient on 08/23/2022 Patient returned for Dr. recheck on 09/01/2022 Glasses remade at no charge with Dr's change in RX on 09/01/2022 Patient notified to pick up glasses on 09/13/2022 Patient has not pick up glasses as of 09/29/2022 Various discounts are offered, including up to 50% discounts to patients with insurances that have material benefits and 20% discounts are extended to patients that purchase multiple pairs. The patient was not eligible for discounted materials. Our records suggest the patient was in possession of the glasses for a week prior to requesting a recheck and having glasses remade. The patient was reexamined at no charge and glasses were remade at no charge Our records indicate the first request of a refund by patient was made on 09/27/2022, two weeks after the patient was notified to pick up her glasses that had been remade We are happy to offer patients full refunds for purchases providing the eyewear is not already in production at our laboratories Because eyewear is a custom made product specific only to individual patients, we are unable to return eyewear to our laboratories for any credit or refunds. Patient chose designer frames with multiple lens enhancements which increased the cost of her glasses. We offer many other less expensive options. If the doctor offered a discount and failed to confirm this at the time the patient checked out, we are glad to make a billing adjustment and refund the patient 20% of the cost of the eyewear Consumer Response /* (2000, 7, 2022/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because the doctor did offer the 20% with no follow through I will accept the 20% now as credit back on the card I purchased the glasses from.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.