ComplaintsforNorth Cascade Eye Assoc

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased clip on sun glasses for my prescription eye glasses to attach. 5/4/2022 $105.00 - not itemized on my receipt. They did not have a sample in the store for me to look at. When I picked them up they did not match my eye glasses like I expected. Then the clasp is so tiny I am not able to put them on or take them off of my glasses. I said I didn't want them at the time. They refused to return them - said they were "custom". Well that is not custom when they do not follow the shape of the glasses. And I am not able to use. I have tried to reach the manager and she was on vacation. This week I tried again today and she could not be located. I would like to return the sunglasses for a full refund. It was not disclosed to me that if I ordered there was no refund. Please help me work with this business to resolve this issue. Thank you

  Business response

  05/26/2022

  The attached complaint states that we provided this patient with sun clips that did not fit and then wouldnt accept a return of them as they were custom.  This is not a true statement.  Below I will give you a copy of the email our optician sent management to let us know of her complaint to us (which is not the same as her complaint to you).  That said, if the clips TRULY do not fit, because they are custom clips made by Silhouette to match the Silhouette frame shape she has, that could only be if we ordered the wrong shape or they sent the wrong shape.  If either of those scenarios is truly the case, of course, we make it good and simply re-order to fix the issuewe would not allow our error or the vendors error to be the responsibility of the customer!

   

  We are supposed to let all customers know when we order a custom Silhouette clip that it is not returnable because Silhouette will not accept a return from us for any reason (except their error, of course).  And, since they are custom to the patients frame shape, it is highly unlikely another customer with that specific frame shape from that specific frame maker is going to come in and want a I changed my mind clip, we have to insist they are not returnable as our cost is about $80 and that is too much to risk just because a patient changes their mind about their purchase.  All this to sayI cant promise our optician emphasized that the custom clip wasnt returnablebut does that negate our right to require what common sense would dictate?

   

  What appears happens is that this patient was already disillusioned with us because she wanted the items mailed, coupled with her own lack of ability to attach the clip to her frames that she just got frustrated and tried the BBB route to force us to eat the cost of the clips.  What we are willing to do for this patient is the following:

   

  1. Verify it truly does not fit and accept the return (and refund) as it would mean either we made an error (and deserve to take the loss) or the vendor did, and they will have to take the return.  I believe this is what she is asking ****** this solution would never require a manager or BBB intervention. Any staff is authorized and would do this if it were the case.
  2. If the clip fits, and it is just a matter of her lacking the patience to learn how to apply it, offer her another staff member who she feels she can work with, at a time where she is well-rested and ready to learn, and help her get the hang of putting the clip on her eyewear.

   

  Here is complaint received by management.  It is true our manager was on a 2 week vacation and then, upon return got COVID and her return was delayed by another week.  But you can see, the complaint we were given was not one of a clip not fitting but rather a frustrated, largely at herself, customer.  I have asked my communication staff to see if there was an ignored follow up phone call we are not aware of (we record all calls).  IF there is, we owe her an apology for not responding quickly as I shouldve been alerted to respond in my optical managers absence.

   

  Email received 5/10/22:

  Pt *********************** 05/26/1954 came in today to pick up her Clip-on for her silhouette, First she was upset they were not sent to her. Then she was upset attempting to put the clip-on on, I told her that it can take some practice and showed a few different ways to make it easier. I think it started to frustrate her, because then she said her entire experiences from before has been poor because the glasses were supposed to be mailed also. I apologize that the note was never made. She wants someone to reach out. I just wanted to note that Maryka did the orders, but I was here both times the Pt has been in (Helped check segs/pick frames) and this time dispensing the clip on, Pt was acting like I was the problem getting upset with me like i remembered Maryka & her conversations.  Pt was being very short and rude towards the end, ****** even jumped in attempting to make the situation better. 

   

  ***************************, CEO

  Cascadia Eye

  Customer response

  06/07/2022

   
  Complaint: 17214406
  
  I am rejecting this response because: My issue has NOT been resolved by the business manager.  They made no attempt to contact me. They have my phone number ************ because I was called to advise me that the glasses were ready.  
  
  As I said in my previous complaint: I never was given a disclosure on returning the product, the sunglasses are not custom made to fit my lens as sold, and they did not have a sample for me to even see in the store.  When I picked up the sunglasses I was not able to attach or detach from my glasses frame - I immediately told them they did not work - the clip was too tiny for me to use easily.  They refused to take them back even though I had never left the store.
  
  I would like to return the sunglass clip-on for a full refund.  
  
  And I saw that the manager was on vacation for 2 weeks - I also requested that their manager/boss contact me instead. No one ever made any attempt.  So I contacted the BBB for assistance with this business.
  
  Sincerely,
  
  ***********************

  Business response

  06/17/2022

  After replying to the BBB complaint, we were not aware there was more to say. As far as connecting with the patient--we did indeed try to reach her and left her messages. I finally spoke with her the other day and reiterated the fact that if the clips truly are not custom fitted, of course thye are returnable and refundable. She insisted they did not fit and I told her to go ahead and send them back (she was hesitant to have to come in due to gas prices) and we would issue her a refund. I, in fact, sent to our financial department to give her a refund even prior to her actually returning the clips. She did continue to speak with me for over 30 minutes about how she wants us to remake her lenses--unrelated to the clip issue (again) for her because she has "weird eyes" and, should we find we made them incorrectly, we will. I received a text message from her today as she was upset with us because our office was closed. We had a serious roof leak and had to do immediate repairs. We did notify all our our patients with appointments and put the issue on social media but, I explained, there is no way to let everyone know who may decide to come in that day. I expect further complaints because of this issue. We really are working with her to keep her happy with her changing and continuing issues but it is a bit exasperating. At this point she can continue to complain to BBB. I do not plan to continue to provide rebuttals. This is not productive nor helpful to other potential clients.

  Customer response

  06/21/2022

   
  Complaint: 17214406
  
  I am rejecting this response because:   When I receive the reimbursement I will agree to close the complaint.  I did finally get a call from the Executive Director after waiting a month for a return call to resolve and filing a complaint with the BBB. And after hearing my concern she agreed to reimburse me for the clip on sun glasses.  I have not receive the reimbursement to date.  I did send her a photo of the clip on's attached to the glasses showing that they were not custom made. I plan to return the clip on's when I get another opportunity to drive to Mt ****** to return them.  The clinic is ********************************************************* so I will combine with other errands ASAP and when there clinic is open for business again.

    

  
  Sincerely,
  
  ***********************

  Customer response

  06/23/2022

  #******** I have received the refund for the clip on sunglasses. You may now close this complaint. Thank you

*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. ↩