Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to report a disappointing experience with Pro Optical On June 18, 2024, I visited the store to pick up my daughter's prescribed lenses and frames, which were supposed to be ready for pickup. However, when I arrived to the facility to get the glasses adjusted and picked up for my daughter the glasses were not available.Despite my efforts to resolve the issue, the owner refused to take responsibility and make it right, my personal belongings were thrown to the ground by the owner as I gave several options to resolve the issue. As a customer, I expect a certain level of service and quality, especially when it comes to healthcare-related products. The lack of concern and unprofessional behavior exhibited by the owner is unacceptable. I did not receive my daughters prescription glasses which I had already paid in full for. And I also asked them for the footage of them placing the glasses inside the box after they had completed their task with the frames but they did not want to show me or resolve anything.I request the Better Business Bureau to assist in resolving this matter. I hope the business will take the necessary steps to rectify the situation and ensure that such incidents do not occur in the future.

  Business Response

  Date: 06/20/2024

  On 06/05/2024 Customer came to store to order prescription glasses for her daughter. Using her **************************** she opted for a deluxe frame and upgraded lenses. She chose a Versace frame with polycarbonate lenses. Under the Superior plan the patient is given an allowance of $150.00 towards the pair. The total was $450.00, minus the allowance of $150.00,patient paid out of pocket $300.00. On 06/05/2024 she paid a deposit of $150.00.
  

  On 06/11/2024 Customer came to pick up glasses and paid remaining balance of $150.00. We have video footage showing the exchange from the sales clerk to the customer. The customer opted to take the glasses without an adjustment. Seven days later on 06/18/2024, customer returned stating she was here to pick up glasses. She was told that she had already picked the glasses up on 06/11/2024. Customer stated that she did not pick up glasses. She left the store and was sent footage of her picking up glasses per her request. Customer called and spoke to the manager and stated that she had forgot she picked them up. She continued on and stated she never opened the Versace case upon pick up on 06/11/2024. She claims that on the 18th she opened the case and it was empty.
  

  As a proud family business of over 60 years, we always uphold our work ethic, integrity and honesty.
  To resolve the issue we are willing to refund the customer in the total of $300 that came out of pocket through certified mail.

  *Attached are receipts for 06/05/2024 and 06/11/2024*

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************