ComplaintsforEyes On High

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased eyeglasses including frame and lenses for my son on Aug 31, 2021 from "Eyes on High". I paid $339.2. I have been told that the lenses warranty will cover broken lens OR lenses for a new prescription. The provide name is found in the invoice attached. Today (July 21, 2021), I have called them for lenses replacement with a new prescription. The manager told me that I have been MISINFORMED and the warranty doesn't cover a new prescription. I tried to discuss the problem with him and work on solving it because it is not my fault getting MISINFORMED. I asked for escalation or talking to higher management. But, he ended up hanging up the call. sir, please take all the measures against this company/shop for: 1. Misinforming me about the nature of the warranty and how it works. 2. Trying to convince me with the expensive purchase via providing misleading information about how the warranty works. 3. Not showing me a written version of terms and conditions of the warranty. 4. their no commitment for the warranty they orally described. Attached a copy of the invoice. Shop/company information: Eyes on high **** * **** *** ********* ** ***** ***** ********

  Business response

  07/25/2022

  This message is in response to the complaint registered by Mr. ******** *****.
  
  On July 21, 2022, Mr. ***** contacted our office twice by telephone to initiate a warranty claim for the eyeglasses purchased on August 31, 2021 for his son, ***** *****. The first call was to initiate a warranty claim on the frame. Mr. ***** was informed that we had already replaced the frame under warranty earlier this year, specifically, on January 25, 2022. Mr. ***** said he would need to check his records and ended the call.
  
  Later, that day, Mr. ***** called the office for a second time to initiate a warranty claim on the lenses. However, he informed us that his son had a new eyeglass prescription and wanted the warranty lenses replaced with the new, updated prescription. Mr. ***** was reminded that the warranty for lenses only covers the original purchase, including the original prescription that was used. Mr. ***** then began to dispute the warranty policy and what he was verbally told.
  
  It should be noted that Mr. ***** has been purchasing eyewear from our business since 2020. Since that time, he has used the warranties more than once for his son’s eyewear. He should be familiar with the process as well as the policies regarding warranty claims. The process and policies regarding warranties has not changed since Mr. ***** first made a purchase with us in 2020.
  
  Warranty replacement policies are determined by the manufacturer, in regards to frame replacement, and laboratory, in regards to lens replacement. These warranties are then extended to our patients. Upon dispensing a patients’ eyewear, we go over the specific warranties for their purchase. In this particular instance, Mr. ***** purchased ***** lenses from our partners at the ***** *********** This can be found on the invoice provided by Mr. *****.
  
  We have included a copy of *****’ policies regarding warranty lens replacement. Again, this policy information is provided verbally to patients upon the dispensing of purchased eyewear. As can be read from the included documentation from *****, under the “Scratch Warranty” section, “***** brand lenses, in the original frame with the original prescription, under normal wear and tear use, are warrantied for a 1-time replacement within 1 year from the original purchase date.” Under the “Anti-Reflective Warranty” section, DuraVision series anti-reflective coatings extends the warranty on the lenses by an additional year and additional replacement.
  
  This information was reiterated to Mr. ***** during the phone conversation. The only case in which a new prescription can used to replace a previous prescription through a warranty claim is when a doctor changes the initial prescription within 120 days of the original purchase date. This is explained in the “Professional Change” section of the attached ***** document. This particular information is where we believe the confusion originates regarding Mr. *****’s request to replace the original lenses with a new, updated prescription through a warranty claim 325 days after the original purchase date.
  
  We believe that the “misinformation” is actually a simple misunderstanding on Mr. *****’s part. Convincing patients to make expensive purchases through misleading information is not how we operate at Eyes on High. We recognize that patients are making expensive, non-returnable purchases for personalized medical devices (prescription eyewear) and strive to make the process as easy, efficient, transparent and informative as possible. Written versions for any policy, warranty, or other requested information is readily available to be provided to patients upon request. Mr. ***** did not request any written policies at the time of purchase or during the dispensing of eyewear and therefore a mutual understanding of any policies regarding the purchase of the eyewear was implied.
  
  To address the concerns Mr. ***** has presented in regards to escalating his complaint to “higher management,” we are a small, independent office with eight employees, including the doctors themselves. His concern was handled by the appropriate employee within our business and could not be escalated any higher. Mr. ***** continued to dispute with the employee regarding the warranty policy. His concerns were heard and addressed albeit to Mr. *****’s displeasure. The conversation continued to go back and forth until finally Mr. ***** was again asked if he wanted to initiate the lens warranty claim and have the lenses replaced with the original prescription per standard procedure. He answered, “No,” and the employee ended the conversation.
  
  At this time, we do not feel it is our duty or responsibility to provide Mr. ***** with a refund for purchased eyewear from almost a year ago. Mr. ***** was given the opportunity to initiate the warranty claim on the lenses with the originally ordered prescription per ***** policies regarding lens warranty claims. He refused. We believe this situation is settled and requires no further action from Eyes on High.
  
  Thank you for your time and consideration on this matter.
  
  
  Eyes on High

  Customer response

  07/25/2022

  Again, I did not misunderstand what I was told. I have been told literally that I can use the lenses warranty for a new prescription during the warranty period. I know exactly what I heard. You can question the employee who closed the purchase and measurement process with us (which the employee whom I talked to over the phone refused to do). I know that this might be a mistake made by the employee by the time of purchase, but it is definitely not mine. Again, I remember exactly what I was told.

  
  

  It is true that I have been a customer of this shop since 2020. Now, I regret it due to lack of trust of verbal information they provide.  I thought that this shop is responsible enough to cover mistakes done by its employee, but it seems that they will just claim that the customer misunderstood them.

  
  

  I used the warranty many times for the frames, but this was one of the rare times (if not the first) that I use it for the lenses. And, this doesn't prove that I know the terms of the warranty.

  
  

  I am sorry to tell you that I can't continue being a customer of your shop. It is my mistake that I went to a small business. I should have followed the reviews on the internet. It looks like customer satisfaction is on your last priorities.
  
  Regards,
  
  ******** *****

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