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Business Profile

Optometry

Optic Gallery The District, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 Prada glasses for long distance wear. The glasses had an anti reflective coating which I paid extra for. In addition, I specifically told the sales person I did NOT want plastic lenses as I was paying more to upgrade to the premium coating. I found out during my next visit that they did indeed give me lenses that were easily scratchable. This is not what was discussed with me during the initial consultation and the girl at the last appointment was unhelpful and did nothing to try to resolve the issue. I would like my glasses corrected to what we had originally discussed. As the customer, it is not right for the business to have made this mistake and then not resolve the issue. I have been coming to this location for years and I am appalled by the awful service received. I would like my glasses corrected by the business and for them to resolve this issue.

    Business Response

    Date: 11/11/2022

    The patient had come in to purchase her glasses in June 2021. Based on the invoice created, copays collected, and what was billed her insurance, the patient did receive plastic lenses that is covered by a material copay with her insurance. The patient did also chose to upgrade her anti-reflective coating to the premium tier which helps minimize glare and is better at being scratch-resistant than lower tiered anti-reflective coatings. When coming in for her appointment in January 2022, her prescription did change and insurance benefits were explained to update her prescription if she would like to. The patient is able to use her insurance benefits for 2022 to update her new prescription in the lens material she is requesting.

    Customer Answer

    Date: 11/14/2022

     
    Complaint: 18188765

    I am rejecting this response because: it does not resolve the issue. Optic Gallery should rectify the issue by correcting the lens. I was not provided honest information by the establishment. They provided me plastic lenses when I specifically said I did not want plastic lenses. As someone who has been a customer for many years, it is clear resolving customer concerns is not a priority. As an error made on behalf of Optic Gallery and not by myself, the right thing to do would be to correct the issue and to follow through on what was promised during the initial visit. 

    This issue is not resolved and I will not be recommending this location.

    Sincerely,

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

Optic Gallery The District, LLC is NOT a BBB Accredited Business.

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