ComplaintsforContact Lens and Eyecare Gallery

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family had eye care appts on 12/21/2022. We spent $435.20 that day on glasses. I don't know the exact amount of my glasses, but mine are the most expensive. On 1/3/2023 they Texted to let us know Glasses arrived. Glasses were picked up on 1/30/2023. I've never had glasses problems in my life. However, I called to let them know that they were not working on 02/10/2023 at 12:50pm My phone call was returned at 01:53:03 PM. We spoke for 3 minutes that day. Then a later received a text message that same day at 3:35pm. I dropped the glasses back off to the facility on 3/16/2023. Was told someone would follow up and nothing happened since. When I called this December to schedule my family for eye appts I brought up the glasses issue again. Nothing was ever done to fix it. They also just informed me that we didn't have eye appts even though I scheduled them on 12/6 when we spoke for 15 minutes. They have my glasses, and won't issue a refund or provide a credit. I no longer wish to see them for my business. I would like a refund of the purchase of the glasses.

  Business response

  01/12/2024

  Our office policies are in line with the majority of offices. The 90 day policy actually comes from the labs, which is what they enforce to us. We are left with no options once the 90 days has passed. We tried to reach out to schedule a follow up but didnt get a reply. The patient did pick up the glasses but then dropped off past the 90 day time frame. I offered the glasses to pick up, so we're not holding them from her but she refused. At this point there is nothing that can be done, everything has to be done in a timely manner which was exceeded. Ive attached our policies for the 2 years shes been a patient here along with screen shot of our messaging system and a receipt which is not for $435.20. Thank you

  Customer response

  01/12/2024

  I am rejecting this response because:   

  I notified the company prior to the 90 day period there was an issue.  At no point during the interaction where I informed them there was a problem did they let me know that there was a time limit on things.  Life gets busy, but it's their job as the company to inform me of their policies, not the other way around.  I notified them of a problem within the timeframe I signed for and I returned the glasses when I had the ability to get to their office.  Again, they did not let me know there was any urgency in resolving the issue.  They let things go, my business and satisfaction was not important to them.  

  I'm not sure the exact amount for my glasses.  The amount they listed may be right.  I paid for all my family's glasses that day, so I may have submitted a receipt for the full payment price, the only thing I had was evidence from the HSA.   

  When I tried to schedule an appointment this year, I asked if they could at least do a credit or something for my glasses instead.  Why would I want back glasses that didn't work to start with?  They offered nothing, but returning my old glasses that did not work.  

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