Complaints

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• Initial Complaint

  Date:06/12/2025

  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.

  2 pairs of progressive glasses purchased Sep 2023, warranty 1 yr, cracks in drill hole areas in lenses @ 15 months, one popped off, they glued? Said warranty period past by couple of months? Came back May 29 with 1 pair glasses no longer intact @ drill holes. Down to one pair same cracks @drill holes that secure glass to frame. Offered no solution/resolution by ** of company except to purchase new pair of glasses. Costing me 388$ & he said he discounted frames. Spoke w/ President of Co.yesterday stated could buy new lenses replacement for both glasses under 1 time warranty @ 85$ each, " a better lense" per Pres. I said It's obvious the drilling you do you attach to frame is issue. High probability it will happen again, he had To get off phone after 12 min to go to funeral & would call me back today. I reiterated I laid out $388 for a new different pair of glasses. The ** was told to call me today & again will not address why he didn't offer a better solution to fix these 2 pair as Pres did. Now told me same to lay out 85$ per Pair for these & I asked for refund/ return of this $388 **** I bought 5/29/ 2025. He never offered a solution to the 2 frames I have. This is not good business. I have a broken pair of Charmant, another pair of Charmant with lenses cracked at drill holes & new $388 pair of different frame w/ no drill holes in lenses with this pair.The ** hung up phone on me when I repeatedly asked why he didn't offer the solution that President of company did. The president would not take my call &I left a voicemail. I am now hearing from other people that they do not use this optical center because of problems they had here. I asked to refund me the $388 and I will return the pair.I can't understand if 2 pairs w/ same issue, & was told it was not Frame that their drilling technique or drilling into this lens is the issue. Do the right thing.

  Business Response

  Date: 06/23/2025

  The above matter is in regards to a complaint of our guarantee. It is in regards to eyeglasses, the original order was placed in September of 2023. The warranty expired September of 2024. The customer came in May of 2025, at that point the warranty had been expired for 8 months. The customer then purchased new glasses in May of 2025, our return policy is clearly posted and on the back of the receipt, which the customer received, which states "all sales are final, no refunds or exchanges". This is due to eyeglasses being custom made items. The "disputed" amount seems to be the new purchase yet the complaint is in regards to glasses from September of 2023. I believe i have address both issues.

  Hope this helps.

  Customer Answer

  Date: 06/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23460533
  
  I am rejecting this response because:  I have issued this complaint regarding 2 issues. The 2nd issue was caused by the ** not addressing the first issue causing me to buy a new pair of glasses and expend $388.

  1. Both pairs of the same brand eyeglasses + started showing stress fractures in glass where drilled at company. I came in because  blue pair at drill site popped off where said stress fracture/cracks in glass, it was put back together  end of January. Came in May when same blue pair of glasses fell apart. They offered me nothing. I said I am concerned about the other pair has same issue. ** offered me to buy another pair $388. Then I issued complaint to President of company explaining situation, he offered to give a different type  lenses to both pairs and I would pay 85$ per pair=$170. He kept saying we are a "small company", they have 3 sites. I asked why the ** didn't offer this and had me pay $388 versus both pairs fixed for $170. I understand initially out of warranty but both pairs show same cracks in glass at the drill sites which is not the frame but the drilling done by them, It isn't just one pair. This company falls back on the no refund, no "in good faith" care to fix the glasses when there is CLEARLY AN ISSUE WITH DRILLING TECHNIQUE.

   

  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/25/2025

  These are photos of both pairs of glasses with fractures at drilling sites @ frame attachment. you can expand to see the cracks, which make the frame attachment not durable. No one should have to be forced to buy new frames or lenses because of operator drilling technique. I am not a child, athlete or work construction who damaged the frames, TJIS IS THE ***** which are progressive and I need to see. The issue is not with the lenses being broken, scratched or frames damaged. This is drilling technique and durability.

  Business Response

  Date: 07/07/2025

  The only way to resolve the issue is to replace the product. Since the eyeglasses are outside of the warranty period there will be a charge for cost of replacement.