ComplaintsforModern Eye Care

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased two pairs of prescription glasses from Modern Eye Care. My wife picked them up and mailed them to me (I work out of town and I'm gone for 3 weeks at a time), I could not see out of one pair (blurry). My wife called Tori around the last week of June and told her once I get back in town, I would bring them in. I went into the office on 7/5/22 and the glasses where to be sent for repair. Today is 7/28/22 (23 days later) and I hadn't heard from Modern Eye Care. My wife called the office and Barbara was unclear about the note on the account from Tori so she put her on the phone. Tori told my wife she tried to call me on 7/6/22 and the phone disconnected twice. She said she was waiting on me to call back to follow up on the frames. My wife asked why didn't she follow up again because we did not have a message and Tori said "we have other customers to tend to so we can't keep calling" in a very rude manner. My question is, how was I supposed to know there was an issue with the glasses if she never left a message? She asked my wife what did she want to do about the frames and my wife told her to refund the money. My wife then asked for her mgr phone number and Tori gave her XXX-XXX-XXXX. My wife called the number and she did not have an extension/name so she called Tori back. Tori refused to give the manager's name or provide another phone number. Tori then said she could not refund the money to the credit card so I would have to wait on a check in the mail. My wife and I will never return to this establishment. I referred my daughter and son and now, I have told them about the bad experience I had with the rude manager. My wife and I are so disappointed.

  Business response

  10/14/2022

  Business Response /* (1000, 9, 2022/09/01) */ Patient refund has already been processed and mailed to him, we have it marked as received. He was explained that it was out of our control to refund to his card due to updating equipment. Consumer Response /* (2000, 11, 2022/09/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩