Approximately seven months ago, I went in for an eye exam and purchased a pair of glasses,…read moreincluding frames, lenses, and a protection plan, totaling around $700. Within two weeks of receiving them, I returned because my vision was not clear the lenses were blurry and uncomfortable. At that time, I was told the glasses only needed adjustment and to give it some time.
Over the following months, I returned multiple times with the same concern, explaining that my vision was still not correct. Each time, I was told to "get used to" the progressive lenses, or that changes in vision with age might be the cause. Despite my repeated visits and concerns, the issue was never properly resolved.
Recently, I sought a second opinion from my previous eye doctor, who confirmed that the prescription in the glasses I purchased from there is incorrect. Since returning to my old glasses, my symptoms dizziness, headaches, and nausea have completely resolved.
Additionally, the lenses I purchased are now scratched, and despite having a protection plan, I have been told that this will not be honored. I find this unacceptable.
When I recently spoke with management, I was told that too much time had passed for any resolution, despite the fact that I had been consistently returning to the office over several months attempting to correct the issue. I was offered the option to pay for another exam and receive only a 50% discount on new lenses. I do not feel this is fair, as the original issue stems from an incorrect prescription that was never properly addressed.
Furthermore, I was disappointed by the tone and manner in which I was treated during this conversation. I felt dismissed and disrespected. I was also informed that my past records, including a prescription from 2018, were accessed without my knowledge or consent, which raises additional concerns for me.
To be clear, I did not requesting a refund. I simply asking that the lenses be remade correctly and that the protection plan I purchased be honored.
I also requested the contact information for a district manager or someone above the current manager. I was told there is no one I can contact directly, and that if I submit a customer care ticket online, it would simply be routed back to him and result in the same response. I do not understand how that is possible.
