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:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  A *** came to the office end of January 2025 to fit us for ergo dental hygiene loupes. The Rep ***** ***** has been very difficult to communicate with. When received the loupes they were not right and very off set. Told my *** right away nothing. Finally got ahold of him sent him pictures like requested. Did not hear anything til following week he told me take 1-2 days to get return shipping label to be fixed. Then when called 1800 number they got it to me right then and there. I was assured be fixed, well when came in still not fixed. I asked for a refund since getting very frustrated. They told me they cant due the worry free guarantee, which I did NOT pay for they told me how a great thing it was. But when someone from customer service told me a service *** could issue it. Now I have talked to two other ***s and they say cant be done and offering a FaceTime to help. Their customer service is AWFUL!! Im telling everyone not to do business with them and have $1670 pair of loupes that dont work and a big waste of money. All dental professionals do NOT order from them!,,

  Business Response

  Date: 04/08/2025

  Hello-

  I am truly sorry to hear of the issues you've experience with the process of purchasing loupes, and the poor experience you had with your rework. As a custom-made product, there are often adjustments and changes that need to be made to ensure you are able to see clearly and fully where you are expecting to.

  As explained to you by our Director of Sales ****** ******, since you elected for the Peace of Mind guarantee, we cannot honor a refund. I know it was suggested to you that someone else may be able to approve the refund, however that was not the case, and I do apologize for them giving you incorrect information.

  We are however happy to have our Technical Support Supervisor reach out to you to discuss the issues you are experiencing and set up a path to resolution for you. This can be via a phone call if you'd prefer, though Facetime or another video chat option is typically the best so that we can see how you are wearing the loupe and suggest different adjustments to try and resolve the problem, resorting at last to bringing them in if the oculars need to be repositioned.

  Please let me know when would be best to have our Technical Support Supervisor reach out to you to help resolve this issue.

  Thank you,

   

  *****

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  I understand the worry free but I did not sign anything or pay for that so unsure why have to follow it. The *** who sold me the loupes would not come down to help only via pictures and that did not work so I am I unsure how will be resolved when not resolved the first time. I understand if I tried them and didnt like them to change out. But I have not even be able to use them. Cause in website the worry free says takes affect when pay for it. I did not. So I am confused. Extended "Peace-of-************* Warranty. Notwithstanding the above, upon payment in full for the extended "Peace-of-************* Warranty, customer shall be entitled I did not pay for it so feel therefore shall be void. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 04/08/2025

  You opted into the Peace of Mind guarantee when you placed the order, when you have selected that, you do forfeit the right for a refund. The Peace of Mind guarantee you asked ***** about via text message, and he called you back regarding it before placing the order.

  In almost every situation outside of a customer deciding they would like a different frame; a visit is not needed to facilitate a ***air of a product. By working with a customer to understand the issue as they are having, and what sort of troubleshooting helps to make the problem better, we have a much better likelihood of resolving an issue than if a *** were to come out and take new measurements.

  From the notes I see in your account along with the pictures provided by *****, I can tell that the left ocular was positioned too far to the left. After the rework we completed, it sounds as though its still not quite right, and needs to be moved in further towards your nose. Is there an additional issue you are experiencing?

   

  *****

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear  

  
  That was the issue the first time. I sent them in and when they came back could not see out of them at all I would try to move them around and see black, part or double was not able to see anything this was explained already. That when I the frustration really grew. The customer service was not good then for them to come back a second time not right. I feel this worry free is far from worry free and a sneaky way for you guys to allow refunds or happy customers. I have offered to pay for shipping to send back and dont even worry about tax. With the lack of customer service and not being right twice my faith in them being right in the future is not there. How many chances do you get to make this right? 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased custom loupes almost two months ago. Immediately had issues with my product. The product was repaired with a remount, and then returned. This alleviated some issues, but not all. I still have blurry, double vision, one eye appears blurry, and have issues with depth perception. Attempted to resolve the issue, but was only ever given the option for a phone call, as the issue was explained to me as being fixable over the phone. My loupes cost nearly $4,000, and I was given a FREE warranty "worth $500" effectively making the loupes non-refundable--the warranty is called "Peace of Mind" warranty. Since I am unable to return the loupes, the way Orascoptic has handled this is by limiting my ability to actually fix my product through offered services within Peace of Mind. So now I am unable to return my loupes, and also am stuck with a product that does not work for me. Sadly, I had heard of similar stories prior to purchasing, specifically my hygienist. I wished I had chosen a better company who honored their words. At this point, I want to cut ties, return the loupes and get a refund, and forget I ever did business with this company.

  Business Response

  Date: 04/08/2025

  Hello-

  I am sorry to hear of the difficulty you are having with your loupe.

  I first would like to clear up some of the confusion regarding the Peace of Mind Guarantee that was selected with this order. The services that it mentions are ones that are typically paid for outside of the trial period, like prescription changes, or preference changes like working distance, getting your prescription updated, etc. We will continue to work with you to resolve the issues you are experiencing with the product to ensure you have a working loupe.

  From the notes we have on the account, and your original message, it seems the issue you are now experiencing is blurriness in your right eye, which prevents you from focusing with that eye causing depth perception issues. I am working with the representative for your area to try get him out to you per your last email, and then will work with him directly to ensure a resolution for your issues.

  Thank you,

  *****

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am a professional who values efficiency, organization, and accountabilityqualities I expected when investing in high-end loupes from Orascoptic. Unfortunately, my experience has been deeply disappointing.
  For over a month, I have attempted to schedule a meeting to address product issues, which has proven to be unnecessarily difficult and time-consuming. Compounding the issue, I was double charged for more than a month, requiring multiple follow-ups on my part with little to no resolution until I personally called in.
  This entire process has cost me significant time and money. I expected responsive service and swift resolution, especially considering I am well within my warranty period. Instead, what Ive encountered is a disorganized and unresponsive system that undermines confidence in your companys ability to uphold its commitments.
  I am less than 60 days from the date I received the product, and I have already decided I wish to return the loupes and discontinue any business with Orascoptic. I do not wish to move forward with a company that handles its customer service and warranty support in this manner.
  Please initiate the return process immediately and confirm next steps. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  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.

  I am a dental hygienist and met with the sales **** with this company. I relied on her experience and knowledge to sell me the correct loupes for a dental hygienist to need.After I received the loupes and took them to work, the first thing my employer stated was, "Why do you have 3.0 magnification on your loupes?" "A dental hygienist does not need that kind of magnification!"Long story short, I discovered the sales **** ******** the loupes with a shorter return warranty coverage.If she had sold me the correct magnification, I would have qualified for the, "Standard Return Warranty" which lasts longer and is cheaper,I, also, experienced headaches wearing these loupes. I just cannot wear them.I have tried to get a complete refund after sending the loupes back, but the company just wants to correct the magnification even after me explaining I cannot wear them.They received the loupes back on March 4, 2025 and totally ignoring my complaints. They want to stall, so, any return warranty you have, will expire.

  Business Response

  Date: 03/31/2025

  Hello-

  I would like to address a few of the things you've mentioned, the first being why we are not accepting your refund. The reason we will not accept your refund is due to the promotion that you purchased your loupe on. Our records indicate you requested the appointment with our *** from an email promotion for our Cyber Monday promotion. This promotion that you signed up for gave you a $500 discount on the product, in exchange for the ability to refund your purchase. This was clearly listed in the terms of the promotion from the email you clicked to create your appointment. It has nothing to do with the Peace of Mind Guarantee that the *** provided you with which allows ***airs at no charge for four years and allows you to make changes to the product outside of the normal trial period.

  Secondly, magnification is trending up for hygienists overall. Whereas in the past 15 years 2.5x magnification was the norm, as individuals seek to take better care of both themselves and their patients, and strive to work in a more ergonomic way which increases the distance between you and your patient, 3.0x and 3.5x are becoming more common throughout the hygiene world. If the level of magnification you received is too much for you, we are happy to exchange it to a lower magnification and we had set up to do so as well. You would receive the difference between the lower magnification and what you paid for the original purchase as a refund, but you are not able to return the product for a refund. Again, it is not due to anything the sales *** did, but rather the promotion you selected when you requested an appointment.

  *****

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  Orascoptic is totally ignoring my complaint. This was definitely an upsell of their product so I wouldn't qualify for their standard warranty. They are totally ignoring the fact that I cannot wear them regardless of the magnification. They cause headaches and my employer stated that I do not need that kind of increased magnification. She does, as a dentist, but hygienists do not. Orascoptic is selling a product you cannot return to benefit them.  That makes them money regardless and their so called 4 year warranty is useless for consumers like me. That is why they do not mind selling a 4 year warranty because they know they will not lose any money.  They should make sure consumers can wear and tolerate them first before sticking them with a product not usable.  
  I filed a lawsuit.
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/03/2025

  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.

  Such a terrible experience with this company!! I would NEVER use them again. I met with the local sales *** who went over the warranty and return policy with me in person. He then gave me a quote for $3030.00 for a set of loupes with shipping. I was specifically told I would have a 45 day trial period once they arrived so I could try them out and return if needed. I specifically chose this company because of the trial period, return policy, and price. I went ahead with the order and gave my credit card information to the ***. I then get several different receipts with different prices and warranties added. In the end they charged my credit card $3606.75 for the loupes set with shipping. They also added a "free" extended warranty to the order that I did not want. This warranty now means they are not returnable within the 45 day trial period. I now have a set of loupes that don't work for me, that I can't return, and paid more for than I was quoted. **************** and the *** have been completely unhelpful. I would have 100% chosen another company if I had know this was their approach. I feel tricked into this purchase, and that there was a major lack of transparency and courtesy from this company.

  Business Response

  Date: 03/04/2025

  Hello-

  I am sorry to hear of the experience you have had with your sales **** I would be happy to help resolve this issue for you.

  Looking over your order, I do believe that you were initially quoted a bundle price, however that was not reflected when the order came in from the Field. I would be happy to apply this discount, to get you to the point you were initially quoted.

  If there is a vision issue with the product that you'd like to resolve, we can help with that as well, we would just need details to do so.

  Lastly, if it truly is your desire to return the product for a refund, I can assist with that as well.

  Again, I would like to apologize for the experience you've had so far, and would appreciate the chance to improve your experience and show you why Orascoptic is an industry leader.

   

  Thank you,

  *****

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am happy with the the initial response, but I'm not sure how to proceed from here. I would like some information about next steps as I would like to proceed with the refund that the business mentioned in their response. 
  
  Thanks so much,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  Hello *******-

  As you've decided you would like to proceed with the refund, I will reach out to you directly at the contact information we have on file for you to provide you the label and commercial invoice needed to ship the product in for a refund.

  *****

   

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******* ******
  

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  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.

  I initially bought my loupes after graduation in 2016. I am a third generation dentist - Ive seen and worked with loupes my entire life (40+ years). I worked previously with ***** and ***** and have had nothing short of excellent customer care. I wish I could say the same about Orascoptic. This has been a very disappointing experience thus far and I will surely never use their products or recommend them to a colleague. Here are the problems: 1. Poor strap over the first 4 years of ownership, they would constantly tear or fall of my face they did however twice replace the strap for free. It seems they have finally gotten it as this problem no longer is an issue 2. Between ********* the loupes had to be sent back as I started having double vision and they could not trouble shoot the problem. Leaving me without magnification for a month.3. Most recently (12/2023) one of the binoculars became loose- I sent them for repair only to hear that my frame is no longer supported and now I have to buy a new frame ($818). Given no other option and being without loupes essentially blind I obliged, 2 weeks later I receive my loupes back however I have double vision. For 1 week we try to trouble shoot and I still cant see, they say send it back again. 2 weeks later I receive the loupe 3x, 4x works but 5x strains my eye too hard. I contact them and say its still a problem they say give it some time to get used to it. I tried for a few weeks to no avail and just stopped using the 5x as I cant be without my loupes again for 2 weeks. Fast forward 6 months and I cant use the highest magnification for root canals, after buying a new frame($), I contact them and say its still not resolved please fix it, they dont get back to me, finally I get a call saying its outside your 45 days since repair and now I have to pay $350 for them to resolve the issue that I paid $818 to fix. Save your money, effort and time dont work with Orascoptic.

  Business Response

  Date: 11/25/2024

  Hello-

  Thank you for reaching out regarding your experience. Looking at your account, I see that today prior to your BBB complaint coming through to us, we did give forth approval to have the loupe brought in at no charge to correct the issue with double vision on the 5x power.

  It appears there was a disconnect between the sales *** you'd met with, and their manager leading to their manager not approving the out of trial ***air. The Tech Support team brought this to the attention of their supervisor, who approved the work to be done. If you have not, you should be receiving an email from us shortly to use to ship your loupe in. I have updated the order to have it shipped back overnight as well, to ensure a prompt ***air of your items and to get them back to you as quickly as we can so you may go on supporting your patients.

  If there is anything else I may do to assist, please let me know. I can be reached at ************************** or ************ directly.

   

  *****

• Initial Complaint

  Date:08/21/2024

  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 purchased loupes while still a student in 2014. At the time, we were told that we would only ever need to buy one pair of loupes because we could adjust them any time for free within the warranty period and then anytime after that for lifetime. Well, after dental school, I needed to adjust my working length. Come to find out that they no longer support my frame (because they dont sell it anymore). I wasnt asking them to replace the frame, just to change the working length. They made me buy new frames. This was in 2018, and made me upset, but ok, oh well I had to pay $500. That *****.Fast forward to 2024, my prescription has changed in my glasses over the past 10 years so I decide instead of having things underpowered, Ill just wear contacts and remove the prescription. I call to have them do that for me and guess what? Now the optical itself is no longer supported. Even though Im not asking to change out the optical, just to change the glasses lens. They said they cant because they dont sell that optical anymore. Even though it is supposed to have lifetime support. Their answer is that it is for the lifetime of the loupes (which their timeline was 3-5 years). What professional can afford to practice for only 3-5 years? How can this be the only pair of loupes Ill ever need? False advertising and poor customer service .

  Business Response

  Date: 08/23/2024

  Hello-

  I have reviewed the account I believe to be yours. I'd like to connect with you regarding the issues at hand and the history with your loupe as it does look different on our side of things. The repair in 2018 was done at no charge for you. In 2020, it does look like you were wishing to change the working distance, which at the time being out of the trial period, the associated charge would've been $450 plus tax which did come to just shy of $500. We did not recieve the loupe in for the service, so there was nothing charged to you.

  Currently we are unable to service the HiRes3 ocular type you have. This ocular type was discontinued, and then supported for 5 years. We're now outside of the period that we must support products after warranty. The reason that we elect to not bring them in is the likelihood there is something wrong with the ocular now at this time. Often there is wear and tear on the ocular itself, and when we remove them from the lenses there is a high chance the ocular will break resulting in the need to replace them completely. That runs about $1100 to replace the oculars.

  Please contact me at ************, and I would be happy to further discuss this, and see what other options we can potentially come to.

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for reviewing my account. I should have sent my loupes in to change the working distance in 2020, I am not sure why I did not. However, it does not make sense that you would choose to no longer support an ocular when it is marketed to last a lifetime. I would have no problem if you were to honor that and provide support on adjusting the working length. But from my understanding Orascoptic no longer even caries the drills for these oculars. Just for reference, I also have a pair of Designs For Visions loupes, and they are helping me change my working length without any problems (no problems with not supporting the frames or the oculars).

  The only way this will really be resolved is if we can remove the prescription in the lens and change the working length like I would like to have done. I dont mind paying for it, but to require me to buy a new pair of loupes, when I already have a pair that works perfectly well, is just a rip off. Basically, Orascoptic does not stand behind their product for longer than 10 years and will stop servicing it. That needs to be made clear when people purchase loupes. Claiming youll only need to buy one pair of loupes is false advertisement.

  
  Regards,
  
  ***************************

  Business Response

  Date: 08/26/2024

  Are you able to send me photos of the loupe so I can engage with the manufacturing team to see if they can work on these still? It's not that we don't have a drill for it, that only relates to the frames which you have a Tempo2 frame which is still able to be worked on. It's that the ocular type you have is prone to the nose cone (what's glued into the lens) breaking when removed from the lenses. If they appear to be in good shape, I will work with my repair team to bring it in this time to make the necessary changes. Please send me pictures of the loupe where it is connected into the carrier lens, both the front and back of each ocular.

  As to the confusion around "lifetime". Any company offering a lifetime warranty, is referring to the life cycle of the product. This is, for oculars, typically five years. After that length of time, the materials improve, the technology changes, and we must move on to new oculars to stay current with the market. The *** requires us to service products for up to 5 years after they've been discontinued. We continued to support the HiRes 3 ocular until we stocked out of the parts needed to replace them and are now past that 5-year mark.

  Customer Answer

  Date: 08/27/2024

  Please see the attached photos

  Business Response

  Date: 08/30/2024

  I've talked to my manufacturing team, and they've agreed to bring this in one time to make the needed changes. Please email me at ************************** so we can facilitate bringing the loupe in and ensure that we have correct shipping address for you.

  Customer Answer

  Date: 08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  

  Please let Orascoptic know I appreciate their willingness to make this exception to help me out.
  
  Thank you for your support in this interaction,
  
  ***************************

  
  

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service Issues
  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.

  My class and I purchased orascoptic loupes with an endeavor trucolor headlight set and were not properly told to us that we have a unique serial number to our name. So now that there is an issue, I cannot be helped due to that. The fact that we did not calibrate and confirm everyones serial number, it could have easily been switched before delivered to us. That would seem to benefit them because then they would not be able to help us with an issue especially that IT IS STILL under warranty. It is saddening that they are not willing to offer any type of help or compensation. My battery charging indicator light has turned off and it seems to not be fully charging properly. *** barely graduated and take care of my loupes so its upsetting that their customer service is not wanting to help me when it is still under warranty. They should have been clear from the beginning because the lack of info seems to benefit them. Customer service needs to do a better job!

  Business Response

  Date: 12/22/2023

  Hello *********, 

  We're sorry to hear about your experience! Someone from ************* leadership will be reaching out to address your concerns. 

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  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.

  My wife bought a pair of loupes for **** with an agreement for 12 monthly payments. They deducted the entire amount from our checking account rather than the agreed upon monthly payment. When first contacted we were told it would take ***** hours to return the money, 5 days later when we called again they said they had no record of the issue. **************** rep wanted me to call back again and request accounting for help, I had to ask him to connect me since they are the same company and likely in the same building. Accounting said it would be at least 10 days before we would see our money once they submitted the refund, which they had not done because they didnt have the agreement from the saleswoman. Rather than calling us to clarify what they needed, they just waited for us to call and see where our money was. In the meantime mortgage, car payment, credit card and utility payments have all gotten returned. Its a nightmare trying to call and explain why, and beg for leniency.

  Business Response

  Date: 07/25/2023

  In regards to this specific incidence, there was an agreed upon 12-month payment plan for this loupe purchase, however, the full amount of the loupe was charged in error. Per our accounting department, on July 7, 2023 the credits were applied to Jeremys account. Additionally, an individual on Orascoptics management team has reached back out to the customer directly on 7/21 and 7/24, offering further resolution for their inconvenience. 

• Initial Complaint

  Date:05/25/2023

  Type:Billing Issues
  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.

  I just got my loupes, which are duel magnifying glasses for dentistry. I have been charged $3757.40 on my credit card 3 times in the last few days. I only bought one set but they keep charging my credit card over and over. No one will call me back or help me. So many messages and nothing.... I authorized the first charge of $3465 but they charged my card $3757 on the 15th, 18th and 24th of May. That's almost $12,000!!! Unauthorized charging and the company will not call me back. I've left so many messages with their customer service and accounting departments....nothing.I've enclosed the screenshots of my credit card transactions showing the charges on the 15th, 18th and 24th

• Initial Complaint

  Date:05/15/2023

  Type:Billing Issues
  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.

  I have purchased dragonfly loupes at a dental conference on march 2023 (PDC In *********), I had agreed to the monthly payment of ****** ******** Dollars. However, Orascoptic has been using my credit card for another instalment payments besides my own. I have contacted them via phone and email, all the agents I spoke with said they would fix it, but nothing has been done. It has been 3 months since the first attempt and a total of ******** ******** Dollars have been erroneous charged. I have come to a point I want to return the loupes I bought, since they dont fit properly and are going back for adjustment. It is very frustrating, I bought a product that costs me ****** monthly to a total of ***** ******** dollars and this is the type of service received ( on top of the extra charge of ********.

  Business Response

  Date: 06/13/2023

  Good morning - We have received this complaint. As the customer indicates,there was indeed an error made that caused their card to be charged erroneously. We would like to extend an apology to the customer on behalf of our company for the error and we appreciate the opportunity to rectify the situation! The two charges have since been corrected and refunded. These refunds should be reflected in her bank account. ************* leadership personnel has reached out to the customer to follow-up directly as well. If you have any further questions regarding this incident, please reach out to us directly at ****************************************