ComplaintsforDr. Lens Change

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered new prescription lenses to be fitted in my existing frame & placed an order with Dr. **** on 13-July-2024. I received my frame back on 26-Jul-2024 and it was damaged. I reached out to Dr **** asking for a refund they mentioned refund would cost me to pay shipping fee that they already paid plus additional shipping to return the lenses. I responded by mentioning that the frame is damaged and I shouldnt be paying shipping fee on top. I have also asked if the situation can be remedied else they need to process refund. I have not heard back from them since 5 days and have sent them reminders.

  Business response

  30/08/2024

  We want to inform you that you are welcome to return the lenses we made for you for a refund. Please note that, as per our refund policy, the shipping fee included in the initial cost will be deducted from the refund amount. We're sorry to hear that these lenses didn't meet your expectations, and we hope to have the opportunity to serve you again in the future.  
  
  Thank you
  
  Regards,
  
  Dr. Lens Change INC
  ***********
  www.drlenschange.com
  **********************************
  

  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally sent in my prescription glasses for a lens change mid July 2023. Had a confirmation email July 21st. Then heard nothing despite the stated promise of a quick turnaround on their website (4-6) days. Sent an email inquiry August 24th.Received this message in response August 25: "We apologize for the delay. It seems that your new lenses didn't pass the inspection and the lab had to re-make the lenses again. Normally it doesn't take this much time."Received the glasses back first week of September. Polarization quickly began to fade, leaving a grey tint unsuitable for both protecting eyes in the sun or seeing indoors because they were too dark. By third week of September - just two weeks after receiving them back - I am left with a consistent grey, regardless of the light. These are my only prescription glasses and they have been rendered useless.

  Business response

  13/10/2023

  We are sorry to hear this and we are here to help. We have not had an experience before with transition lenses not working properly. The transition lenses can get damaged by leaving it somewhere under the sun too much or it can get damaged by hot water. 

  As we have informed you in our email conversations, we would certainly replace the lenses again for you. You have 1 year of warranty for the lenses, so if there are any issue that is due to manufacturing defects then we would certainly replace the lenses again for completely free. Please contact us so we could provide you a free shipping label to send us your frame.

  Please note: We will send the lenses to the lens manufacturer and they will inspect the lenses and if the issue is caused due to accidental damage or self damage then it will not count under the warranty and you would need to pay for the shipping, handling and partial cost of the lenses. 

  For refund you can take out the lenses and send us back the lenses. When we receive the lenses we will refund your money deducted $30 shipping charges. Our policy states that for any refund the shipping charges that are included in the original cost will be deducted. 

  As you have requested we CAN NOT refund you full amount and also give you extra money so you could buy new eyeglasses somewhere else. 

   

  Customer response

  13/10/2023

  
  Complaint: ********
  
  I am rejecting this response because these are my ONLY prescription glasses. I cannot see without them. While I was waiting for these new lenses - much longer than the advertised turn around time - I used an old pair of broken glasses without a strong enough prescription. I threw my old pair away when I received the pair back from Dr. lens change. 
  

  I am therefore stuck. I can only see one possible resolution.

  I have in no way damaged these lenses. Your company in fact rejected the first pair returned to you by the manufacturer because they were flawed.

  **** *** ********** * **** **** ***** ***** * ** *********** * ** *** **** *** *** *** *********** **** ********

  ****************************************************************************************************************************************
  

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

  Business response

  18/10/2023

  There is no other way that we can help with this situation. The only way that we can fix it for you is to send your frame back to us so we could replace the lenses again for you. We never said that you have damaged the lenses. We said that we will send them back to the manufacturer and with their equipment they can find out if the issue is due to manufacturing defect or self damage. If you haven't damaged the lenses then there will be no problem with the warranty for your lenses. 

  Customer response

  25/10/2023

  
  Complaint: ********
  
  I am rejecting this response because I have no other prescription glasses.  I cannot send them back because these are the only glasses I can use to see. I cannot afford to buy new prescription glasses in order to send this pair back to you.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  13/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They DO NOT keep the word of their Return & Refund policy online, which states as follows: "** ***** ** *** ******** *** ******** **** ** **** ****** *** **** ** ***** **** **** ********* *** **** **** ** **** ** ******** ** ****** ****** ***** *** ******* **** **** ****** **** *** *** *******” I bought lenses for $207.00 on June 28th and brought them back before the required 2 weeks. I wasn’t happy with them and waited 2 weeks to get an email back. I was berated for asking for a full refund when they told me out of the blue that I had to pay a $25 fee for them to return the lenses to the lab. Doesn’t say that anywhere on their terms and conditions. I even picked up my glasses when they were ready, and went back in to return them, so even the shipping wasn’t factored in. I am uploading a copy of my order, the refund notification, and the warranty & return policy from their website. You'll note that they didn't even put a line item in the refund notification about the lab return fee.

  Business response

  26/07/2023

   At our establishment, we take pride in offering a comprehensive guarantee for our services, ensuring complete satisfaction for our valued customers. Should any issues arise with the lenses, rest assured that we are committed to promptly resolving them by providing necessary repairs or replacements without any additional cost.

  
  In the specific case in question, it is important to note that the customer did not encounter any problems with the lenses themselves. Instead, the matter at hand pertained to a preference regarding the lens thickness. The customer had inadvertently selected an index that resulted in lenses that he perceived as being too heavy. 
  
  To address the situation and accommodate the customer's preferences, we made a proactive offer to exchange the lenses and upgrade to a higher index, providing thinner lenses. We offered this service at the price difference without any additional charges, aiming to ensure the customer's complete satisfaction. Regrettably, the customer declined our offer, indicating that he had already procured glasses from another source.
  
  It is our standard policy to provide a full refund in instances where issues with the lenses cannot be resolved satisfactorily. However, we do not extend full refunds in cases where the dissatisfaction is due to reasons unrelated to the quality or functionality of our products and services. This includes situations where customers opt to explore our services merely to gauge them or in instances where the choices made by customers lead to undesired outcomes, as was the case here.
  
  We take every opportunity to enhance our customers' experiences, and had the customer given us the chance to upgrade the lenses as per his preference, we are confident that the outcome would have been in line with his expectations. Nevertheless, we respect his decision and are always available to address any future optical needs he may have.
  
  Our commitment to delivering exceptional service and the highest quality products remains unwavering, and we look forward to assisting all customers with their optical requirements.

  See the attached document which is the FAQ on our website stating the handling fee. 

  Customer response

  26/07/2023

  
  Complaint: ********
  
  I am rejecting this response because the very basis of this complaint is regarding what they state on their website: “15 days money back guarantee.”

  There are no indicators or further writings within their warranty and return policy that suggest that a full refund would not be issued in certain cases. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  29/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06 May, 2023, I placed an order for lenses, ****** * *****; I ordered *** ** lenses without anti-reflective coating, or tint. (I'd already ordered 2 pairs of such lenses in the past). When my order arrived, the lenses installed were generic high-index lenses with a tint. These are NOT the lenses I ordered! (The Rx itself is fine). On 23 May, I had placed another order with Dr. Lens Change; order * ****, for another pair of glasses. I contacted Dr. Lens Change and told them that order ***** had arrived and the lenses were not the ones which I had ordered. They told me that they would re-do the job, but only on the condition, that I returned order ***** along with the new order*****. Order * **** was dispatched @10:01 a.m. on 24 May, 2023; order ***** was received at my home @11:08 a.m on 24 May 2023; (****** **** tracking). Consequently, I could not send order ***** along with order *****, as order * **** was ALREADY in the mail. Dr. Lens Change said they will not redo the incorrect order (*****), as the postage is too expensive! I've tried explaining the situation to Dr. Lens Change; they refuse to communicate with me! This is nothing more than a stalling tactic, in the hopes that I'll just go away! This type of customer service is totally unacceptable! Obviously, Dr. Lens Change know nothing at all about customer service, nor do they really care. Want good customer service, go somewhere else, pay a little more! Want NO CUSTOMER SERVICE, buy your lenses from Dr. Lens Change!

  Customer response

  01/06/2023

  
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order for new lenses on March 6 and sent my frames which were received by Dr. lens Change on March 11. On day 14 with no status update, I tried using the online chat function and was told that a representative would contact me within 24 hours. No representative contacted me. I tried chatting again as well as sending an email to no avail. After over 3 weeks since receiving my frame with no update, I called Dr Lens Change. The representative I spoke to (Kian) informed me that they destroyed my frames when attempting to insert the new lenses, and they sent them away to be fixed but they could not fix them. There are a few major issues here: - the representative did not offer any apology. - my glasses were sent to a third party without my consent - I was not informed of any of this happening until I pushed represatives for answers. Who knows if or when they would have reached out to me about my broken glasses. At this point, properly resolving the issue would include: - An apology from the company - Acknowledging their mistake in not contacting me when my frames were broken. - Returning the broken frames and old lenses. - Providing replacement **** frames with the new lenses I already paid for, or refunding the cash value of the old frames plus the payment I already made for the new lenses. After explaining this to the representative, I was promised a supervisor or manager (Ben) would call me within 24 hours to resolve my issue. No one has contacted me, so I am currently out $322 CAD that I paid to Dr Lens Change for the new lenses, my old frames and lenses that were still fine before sending them to Dr Lens Change, as well as the replacement cost of the **** frames which is approximately $870 CAD. I am hoping this review will draw attention and encourage Dr Lens Change to contact me and resolve this issue before I have to take other measures to be made whole. At the very least, I hope this review is a warning to others before trusting Dr. Lens Change.

• Initial Complaint

  16/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My order was placed online September 19th for the amount $250.00. The commitment was to supply new prescription lens for my glass frames that I supplied. Early November, after several inquires as to when my glasses would be ready, I received a call from an unknown person claiming to represent the company Dr. Lens Change. The upshot of the conversation was that they had destroyed my supplied frame but they could supply me with the same model frame, same size with the only exception being the color was brown as opposed to the frames that i sent in which were 23k gold. Reluctantly I agreed unfortunately with the condition that my allegedly destroyed frames be returned to me. This was agreed to by the representative. Two weeks later I was in receipt of the glasses. My complaint: The 3 piece 23k gold plated titanium men's/ unisex frames I sent in measure 150mm for the temple. The glasses I received have a gold temple with two tone brown and white Women's arms measuring 140mm. These dimensions are stamped by the factory on the arms of the glasses and any dispute regarding this is patently ridiculous. After a lot of texting with tech support claiming the I'm wrong about the colors and length of the arms I received an email with options to resolve this issue. None of the options will put me back in the position I was in before I unfortunately chose to make this purchase. "1. You may send us the frame and we will replace the nose bridge and we will adjust the arms to the size of your original frame. 2. You can keep the frame as it is and we can provide you with a $75 credit for your next purchase in the future. (never expires) 3. You can keep the frame as it is but you can send us a different frame and we can replace the lenses on that with the same lenses that you ordered for just $95.00. 4. You may send us the frame back for a full refund." Order # ****

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dr. Lens Change has fundamentally failed with their service of providing suitable replacement lenses. I have ordered approximately $1,000 worth of replacement lenses only to discover the coating they use is known to damage the lenses when exposed to heat or high temperatures. There was NO WARNINGS provided and my glasses were left in my vehicle with tinted glass. One pair was stored in my centre console. Upon inquiring about the damaged lenses, staff response ONCE indicating the manufacturer would not cover damage due to heat or high temperature but they would give me a replacement option at a discounted price. When responding to the email, I have NOT RECEIVED a response after trying two additional times. BE CAUTIOUS IN USING THIS SERVICE!

  Customer response

  15/08/2022

   I would like to rescind my complaint and note that Dr. Lens Change has settled the complaint to my satisfaction.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I ordered special progressive lenses for my old glasses from Dr. Lens Change, this is online service. I paid CAD 617. When I received the glasses, I realized it was FAKE lenses ( not genuine). I contacted them for clarification and asking for refund based on their policy, but they did not respond. I ordered ******* ******* * ****** progressive lenses with ****** coating, but likely they sent regular cheap progressive lenses instead. My reasons of having Fake lenses: 1. No authentication certificate with the lenses proofing it is original, they sent a blank cartoon card instead with no any lens information like Brand, series , power of prescription, coat,.... 2, Lake of fog test showing the ID trade sign known for the ****** coat on lenses. 3. Lake of blue color reflection known for the original lenses. 4. Poor visualization, not expected by the expensive high end technology.

  Business response

  18/02/2022

  To whome it belongs:
  
  Hello
  
  We have contacted the customer and have solved the problem with him. There was a error in his order which we are fixing the issue for him. Because we were a day or two late to respond back to him he wrote the review. After talking to him he agreed to take out the complaint. Please let me know any step we should take to remove this review. You may also contact the customer and confirm with him.
  
  Thank you

  Customer response

  23/02/2022

  
  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.
  
  Sincerely,
  ****** *****

*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. ↩