I chose a pair for everyday wear, and an additional pair for prescription sunglasses…read more
While getting the order ready I was told that the mirrored lens color we had been looking at for the selection process wasn't in-fact the brand/color that would be used for the sunglasses. I was presented with new samples to choose from.
The staff started the order process. Then we went through the order for the everyday frames and prescription lenses (I've worn glasses for 35 years and get new frames annually). As always, I requested non-glare lenses and a scratch-resistant coating, etc. Now, typically, in all my previous experiences at other eye care offices, the team takes numerous measurements so the lens and prescription can be made properly. Well, not at Davis Eyecare. A simple glance by the technician, who then stated to her team member, "2cm." Both frames.
I was asked to pay half ($375) to start the order.
I received a call that my glasses had arrived and were ready for pick up. To my disappointment, the sunglasses with the purple mirrored fronts didn't have purple mirrored fronts. The staff shrugged it off while admitting they had noticed that too. After discussing, they told me that they would send the sunglasses back along with the sample lens.
We moved on to the everyday glasses. Upon trying them on, I immediately noticed that they seemed foggy. Not dirty, but almost a film. I also felt that the glare was significant. After being told it was just me and/or their office lights, I felt pressured to accept glasses to "try" for a few days. When I asked what would be done if I were still having issues with them after a few days, the response was noncommittal. I then asked specifically whether, at that point, I would be given a refund, and the answer was essentially, "Jason would need to decide."
I decided not to leave with either pair and asked for a refund. The staff said they would notify the appropriate people at their Oak Lawn location. I thanked them and asked if I would get a call or who I could follow up with, and was told Karen.
2 hours later, I called to follow up with Karen, who knew nothing about the situation or the refund. She told me that Jason might know about the refund, but Jason was currently on a call. Karen assured to call me back within ten minutes. 2 hours later, I realized that I had not heard back and decided to call Oak Lawn again and asked for Jason.
Jason started the conversation by telling me he did get the message and that he has been busy dealing with stuff all day before launching into:
- he's going to have to deal with the staff; they should have inspected my order. Jason himself has very high standards because he, too, is a consumer.
- he personally knows the guy in NY who runs the lab where my lenses were made, and he was reaching out to find out what happened.
- his hands are tied in terms of refunding my money since they were made for me (but Jason, they were made incorrectly)
- he's a victim too; VSP mandates price and where the lens is made. It's unfortunate, but they took all the money I paid him to fill the prescription. All while restating how he handles these calls all the time.
I interrupted Jason as he started to reiterate all the above points and told him directly that I wanted a refund, since they were unable to make either pair correctly and had zero interest in going around in circles.
- Jason has his hands tied. VSP makes the rules.
- Jason "doesn't have time to deal with this anymore" and tells me to call VSP.
So, 10 minutes into excuses, Jason makes his first real suggestion: reach out to VSP. Not that he will facilitate this, but that's what I could do if I weren't happy.
- then Jason blurts out "fine, I'll refund both glasses even though I'll need to eat some of it."
- Jason tells me he needs my debit card over the phone. After pushback, it was agreed that I would return to the Orland location, and they would use my card to process my refund.
On the way to the office, I call VSP, explain the situation, and request that, once I get my refund, I be allowed to use my insurance at another practice that can scale to fill my order. VSP immediately agreed and expressed its disappointment in the provider's stance on the situation. They told me they would reach out to Jason and ask Davis Eyecare to release the insurance claim so I could use it elsewhere.
An hour later, VSP calls me back to let me know they spoke with Jason, who acknowledged they were issuing my $375 refund (which they did), but refused to release the insurance claim. VSP acknowledged that this was out of spite and uncommon.
Essentially, Jason felt that my expectations of getting what I paid for were unreasonable. And my insistence on a refund was worthy of retaliation - hence the insurance claim not being released. Fortunately, VSP made it possible for me to bring my business to a reputable company - and they will honor my coverage with or without Jason's blessing.
