ComplaintsforClarkson Eyecare

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order was changed to glasses I did not order. I refused the new order and asked for my money back. This was done on April 10, 2024. My original ordered glasses disappeared from me but I loved what I chose and was looking forward to getting them so I completely remembered what they looked like. I went in to pay for them on April 3, 2024 and was told that the order needed to be reentered and this is when my original order was changed that went from $110.33 to $110.35. They changed my order. My original order was made on March 28, 2024. The glasses I was given didnt even come close to my original order. I refused them and asked for a refund. A Clarkson clerk told me they mailed my refund on April 10, 2024 today is April 16, 2024. I shouldve received my refund by now it only takes 3 days at the most for a letter to go from an address to another in the same city. I dont trust them at all in saying I have to allow 8 to 16 weeks for my refund. Plus I had to pay a ride service to go to and from them that did nothing but caused me disappointment and bad service from Clarkson Eyecare. I will never support this company again.

  Customer response

  04/17/2024

  I want my refund before a week goes by.   They didn't wait 8 weeks to take my money.  The re processed my order without them asking me.

  Customer response

  04/19/2024

  I received a call from Clarkson Eyecare yesterday. I was told that my information will be forwarded to a higher level in requesting that my refund be expedited. I may receive another call Monday April 22 or the next day.

  Business response

  04/22/2024

  We apologize for the frustration that this patient has experienced with our locations. The District Manager and the Office Manager of the location have been working with our internal departments to fix this error for the patient and are working on a solution. We thank this patient for the feedback and for reaching out so we can make this right. 

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Long story very condensed. I've been getting dragged along for 5 months now. I bought ******************** in 10-2022. It took 3 returns of the glasses to get correct (no headaches/lenses not blurry) and I gave up on the sunglasses being corrected after a few returns and threw them in a drawer. I bought a warranty to get them replaced for 10% of cost within a year. I did so in Oct 2023. I mentioned I hope they mess up the sunglasses prescription so that maybe it'll be correct when they come back since I can't currently use them. The glasses weren't correct again and the sunglasses were lost. They refused to to send the glasses back to fix, the sunglasses missing until January after I had to complain to corporate. I refused to take the glasses since they were worse than what I brought in and I've never seen the sunglasses. I got my comment about the sunglasses thrown back at me like I was trying to scam them. I mailed a 5 page complaint letter with visuals to corporate with no response. Called many times, could not get any person to answer. I had to spam random emails I got off their automated phone service to get a response. I never got a response from anyone except Accounts Payable who forwarded me to the district manager and a PEC email. I've been contacting HR, Pec and the district manager. I provided 2 options in my letter, fix my glasses or give me a refund. They took the refund option of $679.20. The check was already late from when they said I would get it. I emailed them and let them know that I haven't received it yet. I finally got 3 checks in the mail, 1 @ $50, 1 @ $40 and 1 @ *****. I emailed them letting them know, and begged them to let me know what I have to do to resolve this. I have not heard from them and I believe I'm getting the run around. I have the original complaint letter with all emails and call logs if needed. I just want my glasses that work or my money back. They prove they can do neither since I have neither.

  Business response

  03/04/2024

  We apologize for not only the length of time it has taken to resolve this patient's issue, but also the frustration he has experienced getting this fixed. The Vice President of operations, Regional Manager, and District Manager of this location have all been working with the refunds department to refund this patient's account. We understand that until the patient has his account fully processed that this situation is not completely resolved and that the length of time this has taken is unacceptable. We thank this patient for continuing to reach out and his patience. 

  Customer response

  03/04/2024

  Complaint: 21319244
  
  I am rejecting this response because: I haven't received my refund yet.  I received another check today for $275.  $50+$40+$39.99+275=$404.99.  $274.21 short of the $679.20 goal.  I understand you all are working on it, I'm going to just keep waiting.  I ended up buying another pair of glasses and sunglasses on 2/23/24 from my new doctor.  I feel like I went all out on them as far as options like I did with the ones I bought from you all and after insurance, buying 2 pair discount... The total was $678.80...  $.40 short of my full refund, blew my mind.  I got my glasses in today and they were fine.  Sunglasses will come in around the end of the week probably.  I can attach receipts if needed.  I appreciate you all taking the time to respond to this complaint, and look forward to receiving the remainder of the refund.
  
  Sincerely,
  
  *********************************

  Business response

  03/15/2024

  We apologize again for the frustration this has caused. Our records indicate that a check was mailed out on 3/5/24. If you have not yet received this check please contact our corporate HQ at ****************

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received the check 3-12-24.  Deposited it today 3-15-24.  They overpaid me by $50.70.  I'm assuming this was on purpose.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I first saw Clarkson in December of '22. Got glasses, got contacts, got an exam, paid about 600 bucks. Cut to maybe a few weeks ago, we'll call it January 1st 2024 I start receiving a call almost daily about how my prescription is due and I need a new exam. Now to be honest, I don't know why I decided to call back, but I explained to the lady scheduler that I didn't want a new exam, but my lenses were scratched and I wanted some new glasses. And she was cool with that she helped me put a note in my file for the doctor that I didn't want an exam. All was good. So I make an appointment for the weekend. Not but 20 mins later I get a call from the Kirkwood office, so I answer and the lady very rudely says how my prescription is more than a year old and that I have to have an exam (I knew all this information before hand, but I was assured by the scheduler this would be fine.) So me, being frustrated, I cancel the appointment. And at the end I decided to ask If I can have my old prescription (to get glasses with a company who actually gives a shit), and do you know what this lady told me? It would be illegal for me to give you that information as it is an old prescription. I don't believe that. In any other medical setting that would be pertinent medical history. I cant imagine asking for medical history from a doctor and the doctor saying that giving you that information would be illegal. That is my data, and I am entitled to MY data. I want my old prescription from you thieves.

  Business response

  02/01/2024

  We apologize for the mis-information that this patient received when he called to schedule an appointment. In the state of Missouri all prescriptions have a one year life span from the date of service. Unfortunately when this patient was told that he did not need an updated prescription to purchase prescription eyewear he was given mis-information. The office manager of this location has reached out to the patient to try to better explain this situation. This patient is also correct in stating that his prescription as well as all medical history he has had with us is his information and it is his right to access it any time. The manager of this location is using this scenario to coach her staff and we have also escalated this interaction with our phone answering service so they are better equipped to answer these questions for patients correctly the first time around. We thank this patient for lifting his experience so we may continue to improve the training of our staff and look forward to working with him in the future. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a pair of glasses from the ************** and within a week the arm broke. I took them back to the store and was told they would fix them. 3 days later, They told me I would have to pay for a new pair of glasses.

  Customer response

  02/08/2024

  The issue has not been resolved. They keep telling me a manager would call me but nothing has happened, I bought the glasses 12/19/23 and I still do not have glasses.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Location: ************************************************************* I cancelled the order for the glasses. I wrote a check for $535.94 and the order was cancelled back in October 2023. I called and they keep telling me that they are going to return my money but they have not done so and they give me a different story each time. Here we are in January 2024 and I cancelled back in October 2023. I called them in December and today. I would like to get my money refunded to me right away.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife ****, originally purchased two pair of glass's from Clarkson Eye Care in Wildwood. One pair kept falling of her nose, after multiple attempts of staff adjusting and this and that, we decided to purchase an additional pair for another 100 dollars. After waiting a month for the new pair to arrive we called Clarkson and was rudely addressed by a staff member and was told we are still waiting. For what, there was no explanation. At this time I would like all our money returned this process has been a catastrophe. Please feel free to call me at anytime *** *** ****

  Business response

  01/17/2024

  We apoligize for the frustration that this patient has had. The District Manager of the location has reached out to the patient and is working with her one on one to resolve her complaint. We thank this patient for her feedback and look forward to working with her in the future. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an appointment on December 16 at 7:30am, when I was on my way there I received a call stating they could not see me because they did not give me my contacts, I had no idea what she was talking about I informed her I didn’t have contacts I needed a new exam someone else got on the phone and told me the information was incorrect so come to my appointment. I had my exam completed and was given a trail pair of contacts and was told if I didn’t like them they would order my original contacts. On Dec 18 I called and informed them I wanted my original contacts these contacts were irritating my eyes, she told me she ordered them and it will take a week. Fast forward to Jan 6 and I woke up to a blood clot on my eyeball. At first I thought it was a busted blood vessel but I seen the clot. I realized I have not heard anything about my contacts, I drove to the office to be told my contacts were never ordered when I showed the workers my eyes it was no remorse or anything. I was told I had to wait another week for my contacts. I had to go back Monday to be seen the Dr because the clot busted and caused my eye to hurt. The Dr was very nice but the office staff showed no concerns at all

  Business response

  01/17/2024

  We apologize for the issues that this patient has had. The district manager of this location is working with the office manager to investigate what happened and will be in contact with the patient. We thank this patient for reaching out to make us aware of the situation she has been through and look forward to resolving this matter for her. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/23/23 Had eye exam done, used ***************** Submitted charge off EOB was $778.00.What I owed off EOB was $291.20. What Clarkson Eyecare asked me to pay, and I charged on my M/C was $668.40. Received EOB showing these numbers. Once EOB received and I reviewed I called and spoke to rep. I asked if they up charged me Premium lenses which I was told they did not at the time of service, however that is what was showing on EOB... They stated they would remake my glasses and I said no as I no longer trusted them. They asked me to return the glassed and they would give me a refund of $629.40 which I agreed to and returned the glasses to ******** at the office within the half hour. Called about refund 11/16 9:16 a.m. EST spoke to ****. Was told refund had been processed the last Friday. Expect check within **** days.11/28 2:05 Talked to ENA (she spelled name for me) she said 4 weeks for check. I asked for manager.11/29 9:23 am Message on phone Angel ********************* ML Medical Billing Called no answer left message. Beginning of December Called again L/M for manager to call but not before 2pm EST as I worked and could not take call. Call came in before 2pm could no answer.Called again: L/M. No call back. AT this point I want a check overnighted as I am retired and desperately need the money.

  Business response

  01/16/2024

  We apologize to this patient for the frustration that she has been experiencing. The District Manager of this location as well as leaders in our billing and insurance departments have been working to make sure that this claim was properly applied and that the patient's refund was escalated. The patient was contacted by the District Manger of this office and this issue has been resolved. If the patient has any further problems or requires assistance, we encourage her to reach out to our corporate offices at ***************** and we will be happy to assist her. We thank this patient for reaching out and for the opportunity to make this right. 

  Customer response

  01/23/2024

  I received a check dated 1/11/24 yesterday.  The area manager stated it was going to be for the full amount of $668.40 however it was for $629.40.  This is the amount I thought I should get.  This claim can now be closed 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of glasses and they were blurry. I let the lady know and she told me to take them home for a week and see if your eyes adjust. A week later they were still blurry and I took them back. I was told then that the lady who does returns was not there. She asked for my information and told me that they would get back to me. No one ever got back with me. I financed through sun bit and was told by them in order get a refund Clarkson would need to submit an cancelation request. I was told 2 times by Clarkson they they would send the request and never did. They are giving me the run around. I don't think they have a actual person doing the billing.

  Customer response

  12/15/2023

  I bought a pair of glasses and they were blurry. I let the lady know and she told me to take them home for a week and see if your eyes adjust. A week later they were still blurry and I took them back. I was told then that the lady who does returns was not there. She asked for my information and told me that they would get back to me. No one ever got back with me. I financed through sun bit and was told by them in order get a refund Clarkson would need to submit an cancelation request. I was told 2 times by Clarkson they they would send the request and never did. They are giving me the run around. I don't think they have a actual person doing the billing.

  Business response

  12/26/2023

  We apologize to this patient for his frustration. The office staff and the office manager have been in contact with the patient as well as the third party finance company that the patient used to finance his purchase of material with us. Everything has been processed according to our knowledge and the patient's issue should be resolved at this time. If the patient needs any further assistance, we encourage him to call us at ************ x. 0 and we will be glad to assist him. We thank this patient for his feedback and look forward to working with him in the future. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Location: **** ******* **, *****, MO ***** 3 months ago I purchased glasses. I told them I didn't want to go over my insurance. They said my cost would be $14, which is what I paid when I picked them up. Now they're sending me a letter stating I owe $133.

  Business response

  12/22/2023

  We apologoize for the frustation this patient has experienced. This patient has an additional insurance that the office was not aware of. The Office Manager of this location has reached out to the patient to gather this information and updated the patient's chart for re-submission to insurance. We thank the patient for their help resolving this issue and look forward to working with them in the future. 

   

   

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