Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:11/12/2024
Type:Status:AnsweredMore 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.
On November ******* l took two pair of previously purchased glasses into TSO for adjustment, the glasses were purchased several years prior at TSO. The technician serviced one blue pair but broke the red pair she gave me the glasses in two pieces,broken at the bridge of the nose area, offering an apology. I called back on November 12, to request a replacement frame at no charge to me. TSO offered to give me 50% and l pay for the lens or TSO offered to pay for the lens and l purchase a ***** Budget Frame. TSO is responsible for breaking the glasses and should be responsible to replace the glasses at no cost to me the customer.
Business Response
Date: 11/12/2024
Patient came in yesterday for a courtesy adjustment on 2 frames that were older than 5 years. Unfortunately, one of her frames from 2018 cracked at the bridge which can happen with old frames. Our optician apologized to the patient about what happened, and the patient was ok with it. As a courtesy we did check to see if a frame warranty could be done but the frame was purchased back in 2018. Patient told the optician to toss the glasses they would not do any good the way they were now. Patient left and we assumed everything was good.
Patient called back today and wanting to know what we would be able to do about the 2018 broken frame. We offered different options to replace the frame. We are waiting on patient to decide how to move forward.
Customer Answer
Date: 11/14/2024
I was never ok with a tech breaking a functioning pair of glasses, she gave them to me and out of frustration l asked her to toss them due to the damage ,she placed them in a bag along with other products. I was offered a purchase of new frames at a discount l declined, l requested a budget Frame as well as the lens being replaced at absolutely no cost, the person l spoke to did not accept the offer and l also want to add l have glasses that are older than five years that have not been broken when adjusted due to age,l don't think the tech was careful or failed to use the product to properly adjust glasses and if TSO cannot provide a frame that can last 5 years or more it seems they could be selling overpriced glasses at astronomical amounts if moneyCustomer Answer
Date: 11/20/2024
I am rejecting this response because:
I was never ok with a tech breaking a functioning pair of glasses, she gave them to me and out of frustration l asked her to toss them due to the damage ,she placed them in a bag along with other products. I was offered a purchase of new frames at a discount l declined, l requested a budget Frame as well as the lens being replaced at absolutely no cost, the person l spoke to did not accept the offer and l also want to add l have glasses that are older than five years that have not been broken when adjusted due to age,l don't think the tech was careful or failed to use the product to properly adjust glasses and if TSO cannot provide a frame that can last 5 years or more it seems they could be selling overpriced glasses at astronomical amounts if money
Business Response
Date: 11/21/2024
Because the patient did not understand her options at the time, we have already remade her glasses at no charge to her. Her glasses are being mailed out to her with signature confirmation. We have returned her insurance back to her so she can seek another provider of her choosing for her vision needs.
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