ComplaintsforFrames Etc Inc

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/11/2023 I was scheduled with Joanna ***** of *****s ETC... I had requested contacts and glasses. I did receive glasses that work. The problem is the contacts and her changing my prescription. She ordered a pair of trials and they were good but she changed my script. I asked for my script to order from 1800 contacts as they were about 40.00 cheaper. When 1800 Contacts called to verify script she told them it was wrong and didn't give a corrected script. I was tired of waiting for contacts so I just ordered through *****s ETC... when contacts came in they would not stay in my right eye and left eye is just wrong. I called Joanna ***** no call back so i went to her office and was sent to her office manager. i put in contact she agreed it was not right but told me they could do nothing and I was to call ***** ***** Vision. I called them they said the Dr who ordered should take care of this and they would call. I have not heard from anyone since. She was very unprofessional and rude. I would like refund for contacts 241.10 contact exam 72.45 and fitting 56.93 plus and money she charged my insurance so I may go to another optometrist. I need these for work as I am a truck driver.

  Business response

  11/29/2023

  I am writing in regards to complaint #******** concerning patient number ****. This patient first presented for an exam on 9/11/2023 requesting colored toric contact lenses. Her prescription is not one that most contact lens companies make with colors. I spent the afternoon searching for a company that actually offered toric colored lenses in her power. I found one. I found ***** ***** ******. I directed the patient to their site so she could choose the color she wanted. She reported her choice to my contact lens technician.
  

  During the exam I educated the patient that we had order a pair of clear trial lenses for her to try before we ordered the same lens with color. This is because contact lens companies do not send trials with color. Trials are clear. The patient requested we order the clear trials. When they arrived she was alerted that they had to be seen on her eyes as the fit on the eye is actually part of the contact lens prescription. After confirming that the lens fit was good, the patient wore them for several days. She then told my contact lens technician to order 1 box per eye in her chosen color. This is a specialty lens. In the first place she was educated that we had never worked with this contact lens company before and that we searched them out just to provide her with the contacts she wanted. Secondly, when you special order you cannot return. Finally, even if they weren't specialty, she had opened the boxes and we cannot return opened boxes.
  

  This patient was very rude to my staff-face to face and over the phone. She was very difficult to deal with and had my staff upset on every encounter with her. I went above and beyond to provide her with everything she wanted. It was her decision to do the trial period and it was her decision to order the boxes. I provided a good comprehensive eye exam and contact lens fitting. I provided the services for which I billed in good faith. I regret that she had buyer’s morse afterward and I regret that she perceived her experience with us to be bad. We will be happy to forward her records wherever she requests.
  

  
  

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *****

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