ComplaintsforDupage Optical Inc.
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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Went to eye doctor september 23rd 2024 for exam and to discuss my glasses.. , I am lucky i have a spare eyeglass,,, my job is driving and need to have glasses... after eye exam i sat down with a young woman to discuss the one i brought with me,,,, i was told 75 dollars would replace the frame as it was the last day of the warranty.... So far going on 1 month later I have not been contacted about the replacement,,, i did phone them wednesday october 16th 2024 and no answer..... now i am out of the replacement and the money paid to them.. enclosed is a picture of the frame that is broken.... and 2 bills paid that same day..Business response
10/23/2024
Mr. ***** was notified by text that his ***lacement frames we on back order via text, that we would notify him once they became available. We did not receive any response to our text that stated if you have any questions please call our office. We are closed on Wednesdays so when Mr. ***** called on the 16th our remote employee only works so many hours. Mr. ***** was send another update on his glasses via text. We received this complaint from the BBB, I have reached out to Mr. ***** cell phone twice, both times the calls were dropped, not sure what happened. I called his home and spoke to his wife, explained that his frames need to come from the vendor and that they haven't been available, that we have sent text message. His wife explained that he had an old flip phone, that he doesn't always receive messages. I have called the patient wife explained that the frame *** will be overnighting his frame and we will get it sent to lab. I will also call Mr. ***** on Saturday when he is off to give him an update.
Thank you
***** Post
Practice Manager
Customer response
10/23/2024
Complaint: 22456753
I am rejecting this response because:
ALL THEY DID WAS CALL ME TWICE AND BO TEXTS WERE RECEIVED....... THEY ARE NOT SERIOUS ABOUT CUSTOMER SATISFACTION.
Sincerely, THEY CALLED AS I WAS DRIVING A SEMI TRACTOR TRAILER AND I DO NOT ANSWER MY PHONE, SAFETY ISSUE....
**** *****Business response
10/24/2024
**** ******* new frame came in today and we called his home number and spoke with his wife, she said he will be in on this Saturday to pick up the new frame. He can come in during our business hours and we will switch out the broken frame with the new frame.Customer response
10/27/2024
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,
**** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.