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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  I purchased eye glasses and had examine . It took 8 weeks for glasses to come in then I couldnt see clearly out of them. I was told because my prescription changed it would take a little bit for my eyes to adjust. They didnt!Then they broke when I went back there was a sign on door that they were permanently closed. So I went home and called them hoping to leave a message, which I did. By text and phone. I got a response 1 week later to come by appt to have them adjusted. My eyes are bad and I couldnt see or get my prescription to go someone else . So I had to completely start over! After a week of no contact I made appt , the day I had appt I was contacted by Bruces to see what they could do but a refund was not an option . I had to pay for new glasses and exam. I just want my money back! I have tried to find someone to repair the ones from Bruces point of View with no luck, because of the style of glasses everyone is afraid of them breaking

• Initial Complaint

  Date:05/24/2024

  Type:Product 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.

  I paid them to buff scratches out of my lenses, they said they would have them ready the following day, Thursday, or Friday at the latest. I went to pick them up ,they hadn't started on them , I had to argue to get them back ,they are a restriction on my license. They reluctantly gave them back , but wouldn't give me a refund back.

  Business Response

  Date: 06/18/2024

  The customer brought a pair of glasses to have the scratches removed.  Due to the condition of the lenses, we were unable to remove the scratches.  When the customer came to pick them up, he was advised we were going to try to make a new pair of lenses since we were unable to remove the scratches, or he could receive a refund.  The customer requested a refund, and the employee that was here at the time of the interaction explained to the customer that I was not available at the moment and we would have to process the refund the following day.  The customer has not returned or called our business to process the refund.  We will again reach out to the customer and attempt to process the refund.  We do not hold card information on file, and cannot 'void' a transaction processed on a different day. 

• Initial Complaint

  Date:10/26/2022

  Type:Product 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.

  I purchased a pair of glasses from this company. I started having issues with the lens. I contacted this company. They told me it would costs $75 to have the lens replaced. I left the glasses there. They called me and I went back to get them and they still were defective. I think they should stand behind the glasses and repair them.

  Business Response

  Date: 11/15/2022

  This pair of glasses were purchased in June 2022.  Approximately a month after receiving the glasses, the patient brought them to the store to be repaired because they had been damaged in a fall.  We repaired the frame free of charge for the patient and returned them to him.  In September the patient again brought the glasses for repair, as the lens has begun to peel.  After evaluating the lens it was determined this was not a manufacture issue and was the result of the lens suffering an impact.  We advised the patient that we would replace the lens under the one year warranty, which is half off the original purchase price of the lens.  The patient did not want to pay for the warranty replacement and left his glasses at the store.  I mailed the glasses back to the patient after a month.  

  We are still willing to honor the warranty price of the lens, and the warranty starts over with the new lens.  We have also reviewed this case and are willing to replace the lens free of charge as a one time replacement with no warranty.  If something was to happen to the new lens without warranty, the patient would need to pay full price to replace them.  I will reach out to the patient and provide him with this update directly.