Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Transaction: 2022/05/03. Amount Paid: $232 for the pair of safety glasses.Business Commitment: The business was expected to provide a pair of eyeglasses that were not only functional but also of high quality in terms of materials and craftsmanship. The commitment included ensuring that all parts of the eyeglasses, such as the nose pads, were durable and fit for purpose. Nature of the Dispute: The nose pads on my eyeglasses failed prematurely, which I believe is due to the poor material and craftsmanship quality of the product. This defect caused the frame to touch my eyes, leading to significant discomfort. When I approached the business for a repair or replacement of the nose pads, they claimed it was not possible and suggested that I purchase a new pair. This response was unsatisfactory and did not address the underlying issue of a defective product. As a result, I am seeking a full refund for the eyeglasses, which I consider to be defective due to poor quality. Businesss Attempt to Resolve: The business did not provide a satisfactory resolution to the issue of the defective nose pads. Despite the clear discomfort and the apparent poor quality of the product, their only suggestion was for me to purchase a new pair. There was no offer to repair, replace, or refund the defective product, indicating a lack of accountability for the quality of the goods sold. This lack of proper customer service and remedy for a defective product is the reason for my complaint.Additional Concerns: The business did not provide me information regarding a warranty period for the eyeglasses. This omission is concerning as it does not assure the customer of the products durability or the businesss commitment to addressing potential defects. The absence of warranty information further contributes to my dissatisfaction and supports my request for a full refund due to the poor quality of the product.

  Business Response

  Date: 01/08/2024

  Our response to the guarantee or warranty complaint:

  Customer purchased safety glasses around 1.5 years ago, on 5/3/2022. Patient notified us on 12/01/2023 with complaints about the fit and nose pads on his safety glasses, but we didn't have a lead technician in the office that day to assess if we were able to replace the nose pads or glasses, so our staff took photos of the glasses for our technicians to look at the next day. Upon assessment of the photos the next day, our technicians noticed the nose pads were worn down from use over the year and a half (usually the natural oils on our skin breaks down that kind of material over time), which can happen for the type of nose pads on the safety glasses if used constantly. 

  
  Per our office policy, we allow patients a 1 year warranty period for defective frames. We spoke to the customer over the phone on 12/02/2023, and notified him of this policy as well as an explanation (same as above) of why the nose pads may have been worn down over time. We offered an alternative to order a new pair for the customer so we could swap the lenses into the new pair. The quality of the goods were not brought up to us until a year and a half later, so we suggested he either order a new pair or try a different model of safety glasses with different nose pads so this wouldn't happen again. We do not have these nose pads in our office, so we were unable to help the customer replace them. Customer was not satisfied although we offered different alternatives and explanations. 

  
  We received the BBB complaint and our manager spoke to the customer over the phone to try and resolve the issue. Customer said he already tried to replace the nose pads, but was unsatisfied with the fit. Our manager notified him that we would try and outsource the nose pads to replace them, which the customer seemed satisfied with. We requested the patient to come into the office on 12/21/2023 so we could help address the issue and ensure we would order the correct nose pads. Customer did not come, so we tried calling him, but were unable to reach him and left a message. Customer has not tried to contact us about this issue after we followed up. 

  
  Best,

  *****

  Optometric Technician

  
  

  Berkeley Optometric Group

  *******************************************

  Berkeley, ** 94704

  Tel.: **************

  Fax: **************

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