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Complaint Details
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Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Glasses were ordered by my family at our appointment on March 21th 2024 totaling over $1200. We were given the estimation of 3-4 weeks due to my sons glasses being special order. Beyond that we were given no indication that it would be months before we received our glasses. I began to call and check in after 5 weeks of zero contact from 20/20 Optical. I called again at week 7 was told they have no update but they did call the facility and ********* stated she would call to follow up and provide an update next day, that did not occur. I called again today and still they have no update, they did however tell me they sent our paid for product to the wrong location, they retrieved it and got it to the new location, but now they don't know where it is or when it will be in. This is completely unacceptable business practice, not only did they take money for services they have yet to provide they've done nothing to contact us or come to resolution for our paid for products. These are medical devices and this is despicable business practice.
Business response
05/13/2024
Thank you for the opportunity to respond to the complaint from ***************. There was a problem with sending the eyeglass orders to the family's insurance approved lens labroatory. The address provided by the insurance company to us was inaccurate and the package that was shipped to the lans laboratory was returned to us by the postal service because of a faulty address. Unfortunately, this added a coupke of weeks to the estimation of when glasses would be delivered. We were at fault for not communicating this to *************** in a timely manner, but once we had determined that this had happened we contacted her regarding this issue. The eyeglasses were made to the prescription perameters and she was notified that they were ready for pickup. *************** and her other family members did come in and thier glasses were dispensed to them. We are sorry for the delay and we could and should have communicated better with the patient when it was determined what happened. It was not done on purpose and she was provided the products she and her family had ordered.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.