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:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Nov 7 2024 purchase medical loupes $1,632.80. Around 4-5 months later notified the company I never received the product. After much back and forth about shipping etc another month went by and I never received the item. I asked for a refund which was then approved. I have not received my refund still - I have been told a check is coming that someone will Zelle me and nothing. I have just now filed a dispute with my credit card.

  Business Response

  Date: 07/29/2025

  The customers refund was offered a number of different ways in terms of how to do it. We could happily do any of the above once we were notified of a customer disputing it we simply accept the dispute and the matter is considered closed.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23660154
  
  I am rejecting this response because: I have not received any money and have said multiple times I will accept check or zelle or any form. I have been beyond patient and flexible. This is resolved when I get my refund. 
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 08/04/2025

  THE CUSTOMER INSTRUCTED US THAT THEY CONTACTED THEIR BANK TO CHARGE BACK THE PURCHASE.  THEREFORE, NO PAYMENT WOULD BE SENT FROM ** AS THE CUSTOMERS LENDING INSTITUTION ALREADY DONE SO.  THIS IS SIMPLY ADDITIONAL TIME SPENT ON REPLYING TO THESE.  WE CONSIDER THE MATTER CLOSED AS WE HAVE ZERO INTENTION TO FIGHT IT AND WOULD PREFER TO MOVE FORWARD DURING OUR REBUILD.

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23660154
  
  I am rejecting this response because: I specifically notified your employee **** that I DID NOT file with my bank that I started with BBB. There is no complaint with Chase * if I need to file with them, I will. Let me know how to proceed. 
  

  I will accept any form of a refund. I have not received one. 
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 08/05/2025

  If the customer is openly stating that on here we will accept it and send payment to resolve this the old fashioned way via certified check 

  Customer Answer

  Date: 08/05/2025

   
  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

  Date:06/23/2025

  Type:Delivery 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.

  On 1/23/25, I set up a payment plan for loupes from this company. I paid made four payments, each $512.20, in January, February, March and April. I was told it would take three months to get my loupes. On 4/24/25, the company sent an email saying there was a delay in the order. On 5/15/25, I emailed customer service for an update. At that time, customer service said they anticipate being back on schedule within the next three to four weeks. So potentially saying it could take five to six months to receive my loupes from the original date of my first payment. I then asked to speak with someone about receiving som reimbursement due to significant delays. I then emailed **** who is their director of sales on 5/16, who did not get back to me until 5/21. He responded saying " To compensate you for the delay, we will be including a $50 check with your shipment. I don't anticipate the delay being much longer, as we are expecting your order to arrive very soon." I paid over $2,000 for these loupes and he offered to give me $50 off...unacceptable. That was on 5/21/25. I didn't hear anything again after that. I email the company again 6/10/25 for another update on my loupes and this is the response I get: "They had hoped to be caught up by now. Unfortunately they're going to need a few more weeks to get caught up. You will receive a separate email with tracking information as soon as your order is ready to ship." I keep getting the run around from this company and I have had enough. I sent **** a message that same day requesting a full refund. Updates have been inconsistent, vague, and only provided when Ive reached out myself. On 6/11/25, **** stated "I can also confirm your loupes will be in our office very soon. We're expecting all of the **** orders to come in next week." And offered $200 off. Well it is the end of the week and I did not get an update that they have my loupes and I haven't heard from him since the 12th. Seems like many others have had this same issue.

  Business Response

  Date: 06/23/2025

  The customer has an RX in their custom product that we had to order (at no charge).  We are trying to keep up with the demand and have even offered the customer a partial refund that she accepted.  We have notes and emails to that effect.  We are trying to get the matter resolved fast.  Many customers are eager to ignore their lower price and lifetime warranty in exchange for more patience.  We understand other brands can produce their products faster but with more costs and weaker warranties.  We chose to have a better approach.  The wait is longer, but we will happily compare our products to the significantly over inflated prices and garbage warranties of our competitors.  We only ask for a little more patience.  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23498852
  
  I am rejecting this response because: your company has repeatedly (four separate times) said you need "a few more weeks" without ever giving a set date for when I should expect them. It is double the amount of time that was initially promised; I'm not sure how many customers are eager about that. Yes you have a lifetime warranty for your product but your apparent and consistent inability to keep up with production demands is clearly a problem your company needs to address and take accountability for. That is not something that should be used as an excuse for your shortcomings.  I had initially agreed to a partial refund when your director of sales told me on 6/12/25 that they would be receiving my loupes the following week. To no surprise to myself, I have not heard a word since then. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/24/2025

  We understand your frustration and yes we are taking steps to decrease our time frame.  We will work to complete it and the sales manager will be addressed to ensure we are not telling customers information that isnt accurate unless all facts are on the table and present.  This will be done immediately 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23498852
  
  I am rejecting this response because: this does not resolve the issue. I appreciate you will be addressing internal issues, but I still do not have a date of when I will be expecting my order. I firmly believe I am more than deserving of a full refund from your company of the consistent false information I've been given about the shipping time frame. It has been almost double the amount of time that I was initially told. Communication has been non-existent unless I am the one reaching out. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/25/2025

  Hello again.  Your order with a custom prescription lens was finally received for our engineering to begin full production not that long ago. You are entitled to a refund if you choose to have one minus the cost of the prescription only which the company refunds in this industry.   We forecast that all of those lenses that had the prescription would be completed in the next 10 to 17 days. Upon which they will be coming out completed.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23498852
  
  I am rejecting this response because: that is just saying they will be coming out completed? what does that even mean? that still does not give an answer of when they will be shipped.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/01/2025

  I reject this response because what the customer failed to add is they charged back the purchase and we now have to eat the cost of her products which are completed.  Case closed.  The customer filed this without advisement and is no longer a customer of us. 

• Initial Complaint

  Date:06/13/2025

  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 dental loupes on the 24th of February 2024 at the Chicago Midwinter Meeting. I was initially told that delivery would take 68 weeks. These surgical loupes are essential equipment needed to practice dentistry. The purchase was made because my previous pair was broken, and the light was no longer functional. After 8 weeks without receiving the loupes, I followed up and was told that the delay was due to higher-than-expected order volume. I was asked to wait for a shipping confirmation email. Despite my patience, the loupes did not arrive until July 2024.When I received them, I was unable to see clearly through them due to incorrect measurements. I have been using loupes for over 20 years and know immediately when something is off.I returned the loupes and was told it would be corrected.I called, emailed, sent text messages and i kept getting different ********** February 2025, I returned to the Chicago Midwinter Meeting and visited their booth again regarding the ongoing issue. Unfortunately, all i received were promises and excuses. I was remeasured again at that time, hoping this would finally lead to me getting my loupes. Its July and i still don't have them. After more than a year of waiting and failed resolutions, I had no choice but to purchase from another company. I have now repeatedly requested a refund with no response. At this point, I no longer want the product because i have purchase from another company and I believe this situation constitutes a failure to fulfill their contractual obligation and, frankly, borders on fraud.Thank you for your urgent attention to this matter.

  Business Response

  Date: 06/13/2025

  We have a signed contract.  Your loupes were made and shipped to you.  You have had them for over a year and are NOT ELIGIBLE FOR A REFUND.  We have been more than accommodating with a custom product and also found out, per your own email,  you wear reader glasses which was Not ever disclosed. We offer to accommodate by fixing and adding that to the product complementary to try to assist you. I dont know what world we live in but custom products. Do not have an infinite amount of time to return them. You signed a contract unfortunately youve had a significantly longer than that.  You are free to take any action you want our attorney would be more than happy to handle it

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23463361
  
  I am rejecting this response because: They lied that they sent the loupes and that i have had them for over a year which is not true, the also lied that i did not inform that i wear reader glasses which is also not true. I do not use my reader prescriptions for my loupes, this is not a requirement. 

  Attached are  email threads in  April of this year regarding the loupes and one in May 2025
  
  Sincerely,
  
  Osen Ogufere

  Business Response

  Date: 06/16/2025

  The customer was given a complimentary loaner pair to use while waiting for her loupes. Customer said the loaner pair did not work . When the customer received her ********************** and wanted adjustments made .  The customer was given instructions to send her loupes in for to be adjusted in July and waited until September to send them in . We remade her loupes to the measurements that were given by the customer at no charge  . When the customer received the remade pair the customer said that they were still not right . The customer was outside of their trial period at this point.  The customer was not eligible for a refund as stated in the order form . Due to the fact that the customer was outside of their trial period and we remade the loupes to the measurements given by the customer. The customer would have had to pay for another rebuild per the order form.  Instead we accommodated the customer .By asking the customer to send their ********************** back in and we would make them again.Once again the loupes were not sent back in right away. This second remake  was offered at no cost to the customer . The customer was even sent another loaner pair while the loupes were being adjusted for a second time . Even after the customer refused to follow our loaner agreement policy. The customer said the second pair of loaner ********************** did not work either . Then on May 5th the customer disclosed to the sales director that they do in fact wear readers . This was asked when ordering in the first place and again each time the loupes were rebuilt as this will throw off the measurements . So now the customer is asking for a refund when they are not eligible . We believe that we have tried everything to accommodate the customer. 

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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 placed an order on January 8th,2025 and after ***** weeks of waiting I contacted the company to get information on my loupes. I never recieved one email or any other form of communication from them unless I reach out personally. I'm exhausted, I want to file a lawsuit because this is not how to run a business for medical professionals. I waited patiently, after paying in full, until I just gave up and filed a dispute with my bank. I'm reaching out, hoping to just get this resolved and move on with my life! My most recent conversation was on May 26th to follow up on my last call on May 8th. I explained my concern to the agent and she stated that between all that time the finance office did not respond to her messages. I'm very disappointed in the customer service and this whole experience. " We take customer service very seriously and offer the best around" Directly from my order receipt. Now show me!!

  Business Response

  Date: 06/04/2025

  After reviewing the complaint.  I'm not sure the reasoning behind it.  The "customer" filed a chargeback with their bank and their order was cancelled.  In what way would we owe this customer anything else aside from a conversation regarding the issue with their order and why it was delayed.  the "lack" of customer service is appalling as well as she states directly that every time she reached out, she was met with a customer service representative with conversation.  We ignore no one and insinuating that we have don't is completely false.  Best of luck.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  5/17/2024: I ordered dental loupes after speaking with the rep **** *. at a dental conference. The loupes were going to take "7-9 weeks" per the order form with a "possible additional 2-4 weeks" for certain frames. The same section of fine print states "It is important to note that in cases where the production time exceeds 30 days beyond the initially estimated production duration, customers will have the option to receive a full refund for their order"After 10 wks I started to contact the company asking for an updated shipping estimate. I was always given an answer of "there are backups in the factory" or "just a few more weeks"10/16/24: Initial pair of loupes received in the mail (they just showed up on my doorstep without notice). This is 21.5 weeks after the order was placed. The loupes were not made properly. I immediately contacted the company to say the wrong loupes had been made. After some back and forth, they agreed to remake the loupes iin 8-12 wks if I paid the shipping back.10/28/2024: Remake request form filled out and loupes sent soon after (I don't have the receipt from when I mailed them).After 12 weeks, I again contacted the company numerous times. I was pushed off with the same answers: factory backup, just a bit longer, etc. I also was ignored in several emails to different employees. In particular, the owner, Gal ******, did not answer emails or calls.3/25/25: Sent email to Director of Operations, **** *****, requesting refund instead of remake. I was not given an answer and then the loupes showed up on my doorstep.~4/16/2025: Remade loupes received in the mail (again I was not notified they were shipped). 23 wks later 5/16/2025: I brought the remade loupes to this year's conference to confirm with their own loupe tech that they were made improperly a second time (the working distance and declination angle were not what were ordered). It was confirmed. I have tried to contact the owner, Gal, and he has been avoiding my calls.

  Customer Answer

  Date: 05/21/2025

  This is the fine print on the order form.

  Business Response

  Date: 05/21/2025

  The customer ordered their products. Had their product passed our standard and contractual refund and return timeline. They have spoken directly with other **** about rebuilding them again for free against standard policy. However, they are not entitled for any type of refund or return due to them passing their contractually signed, returned, or refund timeframe.  We have communicated this with the customer many times and an effort to help them get a new product if necessary

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23357589
  
  I am rejecting this response because:
  I have not been responded to in any official way prior to this. The fine print notes of the product is not recieved over 30 days past the estimated date then a full refund is available.  I requested this refund by email to **** ***** on March 25 (20 weeks after the remake was requested) prior to the remade loupes being sent. They were promised to be delivered by 8-12 weeks.  This is much more than 30 days overdue.  I have not accepted an exchange because both loupes were made improperly and I do not trust another pair will be made properly.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/21/2025

  The customer received their ********************** as they ordered.  They contacted us to let us know they needed adjustments.  We made the needed adjustements PER THE CUSTOMER REQUEST and rebuilt them for free.  The customer has since past the return time to have them refunded.  However, we have offered to redo them again for the last time as a courtesy which we generally do not do.  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23357589
  
  I am rejecting this response because:
  As previously stated, I emailed requesting a refund prior to the remade loupes being recieved. I also have made many many attempts to contact you and your company from March 25 until now and each time I was handed off to someone else and eventually Gal.  I was unable to get in contact sooner because of your lack of response, not my own delay. Today is 35 days since I received the remade loupes so this is within the 45 days stated.  I still feel a full refund is merited.

  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 06/05/2025

  I have still not received any resolution to this issue with Mediloupes.  I was promised a check for a full refund would be mailed on June 1st, 2025 and have not received a check in the mail and have not received any confirmation that such a check has been mailed.  I have reached out to **** ***** about this again and he has not been able to verify any check has been sent.

  Business Response

  Date: 06/06/2025

  THE CUSTOMER WAS SENT A CHECK FOR THE FULL REFUND.  CHECK # ****.  THIS WAS A FULL REFUND EVEN THOUGH ITS WELL PAST OUR CONTRACTUALLY ALLOWED RETURN POLICY.  WE MADE THIS EXCEPTION TO MAKE THIS MATTER BETTER.  AND NOW FOR OUR EFFORTS WE GET A BBB COMPLAINT ABOUT IT.  STOP WASTING MY TIME THEN.  THIS IS ABSOLUTE INSANITY TO HAVE TO EVEN SPEND A SECOND ON A BBB COMPLAINT OVER A MATTER OF A "CUSTOMER" NOT BEING PATIENT TO WAIT 3 DAYS FOR A CHECK TO ARRIVE.  PERHAPS WE BEGIN TO FILE BBB COMPLAINTS ON EVERY "CUSTOMER" WE HAVE FOR ABUSIVE, ARGUMENTATIVE AND IMPATIENCE.  ACTUALLY, NO, I HAVE BETTER THINGS TO DO WITH MY TIME. 

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am not completely satisfied with the way this issue was handled by the company because of the length of time it took and how unprofessionally it was handled.  I was refunded but it took over a year and many efforts on my part to be able to communicate.  I was not impatient as the last message says. I had asked for answers to my questions (even if a check had been sent) via text/email/calls but would not receive answers until I sent messages through the BBB.  The check was not written until after my final complaint through the BBB indicating that it would not have been done unless I took that action.  I appreciate the BBB's help in this issue.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/09/2025

  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.

  I have purchased a pair of dental loupe along with the light in Jan 13th 2025 and was informed that the product should be shipped out about 3 months later. Then in April 24th 2025, I received another email which says that the production had been further delayed. So I called to inquire about my order and the business said that it was getting delayed. So I requested to cancel my order and process a full refund as I have not received any product as it was initially promised in 3 months and it was getting further delayed. However after my request, the call *** keeps saying that the sale *** **** will be in contact to process the refund, but the sale *** **** is not responding and not processing my cancellation request. This had been ongoing for last two weeks. They have just chrhed my credit card but they have not even made my product yet.

  Business Response

  Date: 05/09/2025

  Not sure what else to do here.  Customer complained take we refunded them as we dont tolerate anyone abusing our staff.  Case closed 

• Initial Complaint

  Date:05/05/2025

  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.

  Back on September 12, 2024 I ordered a pair of medical loupes at the ***********************. When I placed the order I was told it takes 8-10 weeks but it may take up to 12. So in November I called to check the status of my order and was told they were in production and should be ready to send around November 22. I called back in early December and was told they were waiting on parts. I called AGAIN right before the holidays and got the same excuse. I called on January 5, 2025 and was given the same excuse. I was told because of the inconvenience that they would send me a loaner pair and it would take 3-5 days to ship. I called back January 22 or 23 because I never received them. I did not want to get charged for loaners never sent. In early February I told them how upset I was and that I wanted a full refund. . I received a phone call from a guy named ***** who is the owners son. He laid on the apologies thick and told me that they were short on supplies. He offered to send me a pair of loaner loupes. He stated they were not my exact prescription but he thought the would work for me. He said due to the inconvenience he was going to gift them to me. He did send them and I received within a few days. Unfortunately they did not work for me. I never wore them. I boxed them up and sent them back with a copy of my receipt and a letter explaining that I was DONE dealing with them and wanted a full refund. I dont have the date handy but they were sent back mid March. Ironically my loupes I paid for were sent around March 23 while were were out of town on vacation. I told them in my letter when I sent the gifted loupes back that if my original order came that I was sending back and that I would not even open the box. When we returned I sent the loupes back, box unopened. I called to verify they received and was told yes and that a refund check would be sent within 7-14 days. Still NO refund. I have reached out by phone and email and still no response.

  Business Response

  Date: 05/05/2025

  This customer was refunded.  we provided the tracking number to them and they accepted it.  the check was already cashed.  The need to file a bbb was surprising but at this point nothing is surprising.  have a blessed day all

• Initial Complaint

  Date:03/14/2025

  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 ordered my loupes on 11/8/24 and was told ***** weeks until delivery. I have not received them and have called every few weeks and am told "it is scheduled for shipment in 3 weeks". I am tired of waiting and would like a refund. They said a refund would have a 30% restocking fee. I don't agree to pay for a restocking fee on an item that hasn't been shipped. There is no prescription in the loupe lenses.

  Business Response

  Date: 03/28/2025

  We have spoke to this customer, on top of that advised there is no restocking cost whatsoever. This customer has spoken with our operations manager directly, who has detailed information as to what the customer requested. The customer accepted the terms on it and is waiting for their product to arrive. We apologize for the issue with regard to her order timeframe and use it as a learning experience for future orders. At this point, the customer seemed satisfied which we also have documented by our operations manager.   No one likes to be in this position, but at this point, taking more orders than even the largest companies is slowing our production however, we still based our product as top around with the best warranty to protect the investment. Its a small price to pay sacrificing time for less money and a better warranty. We encourage everybody to afford us the extra time necessary to do a quality product with a better warranty and a better price. I would love to mass manufacturer a product with a short timeframe and not provide any warranty as every other company does, but that is not our model.  

  Business Response

  Date: 04/15/2025

  The customer rescinded their complaint stating theyre happy with discussing this with us and are happy.  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered and paid over $1,600 for a pair of magnification eyewear 6 months ago and have not received them. I have contacted the company several times and continue to be told they are waiting on parts. I am also told I cannot get a 100% refund.

  Business Response

  Date: 03/26/2025

  This is the first email I have seen regarding this customer and they all have been received by myself previously.  The customer cancelled and was refunded.  Not sure why the bbb has to be involved in all matters.  

  Customer Answer

  Date: 03/26/2025

   
  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

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 medi loupes for the price of $1700.00 on 09/13/2024, was told ***** weeks, I have called and emailed the company several times to inquire about delivery date, keep being told 3 more weeks, Ive requested a refund, they told me they cant cancel and refund my money

  Business Response

  Date: 02/11/2025

  We have recorded messages that change this completely.  Any customer has the right to cancel so the above complaint is absurd.  What seems to be ignored in this message is that the customer was offered a $200.00 discount due to the delay in production with her ** which was custom ordered.  That was accepted by the customer and she communicated with customer service manager ********** who notated and documented it.  We are happy to refund the customer if she chooses to cancel minus the cost of the ** which is non refundable.  Perhaps that is what she was referring to. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22926241
  
  I am rejecting this response because:
  I have been told a few more weeks each time I called, Dec, January, and again in February, I was told I would get a refund of $200 for the delay but I still have not received that! I have  no expectation that my product is in production, the company will not give any idea as to when they can make my ordered loupes, and I didnt get offered a refund, I was told in my January complaint that I cannot cancel the order after the first 72 hours. I demand a full refund, no restocking fee, I have read many of the same complaints from their customers online, and believe there is no intent on making this right by them.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/12/2025

  I'm formally rejecting this.  It is true that full refunds are granted inside of 72 hours of purchase as per the signed order form the customer signed.  That is no secret at all.  However, when it comes to prescriptions, no loupe company will refund 100% of the order.  We charge for the cost of that RX.  Some companies will not even refund at all.  We are more than fair with RX issues as they are costly and something we offer as a service.  ************ costs money.  So, we will happily refund the cost of the order minus the prescription.  The difference is $148.00 for that cost.  So, if the customer agrees, fine.  if not then we will not break policy for one and not all.  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22926241
  
  I am rejecting this response because:

  on my receipt that I signed it very clearly shows $100 for RX, I will accept a refund minus &100 but not less, my ** and I feel as though waiting 5 months and still no promise as to when we will receive our order is long enough! I want my order cancelled and no longer want to wait on this company, too many reviews Ive read of people getting upset for not receiving their product after paying in full, its shameful! I hope I can help influence our district to restrict this company from attending our conference again!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/13/2025

  I will accept these terms to make this matter go away.  We're working diligently to correct the delay issue and apologize for the issue.  

  Customer Answer

  Date: 02/13/2025

   
  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. Please dont close out my complaint until I actually receive my refund! 
  
  Sincerely,
  
  ***** ********