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:06/25/2024

  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.

  PUCHASED LOUPES ON 9-22-23 FROM A TRADE SHOW. WAS TOLD BY THE ***** REPRESENTATIVE (*********************) THAT ONCE THE ORDERS WERE PLACED THE LOUPES WOULD BE SHIPPED IN ABOUT 3 WEEKS.KEPT TRYING TO CONTACT THE COMPANY WHEN WE DID NOT RECIEVE THEM. WHEN THEY FINALLY DID EMAIL US BACK, WE WERE TOLD THAT THEY WERE "IN PRODUCTION" BUT NO TIME FRAME COULD BE GIVEN. LOUPES FINALLY ARRIVED IN **** JANUARY 2024, 4 MONTHS AFTER ORIGINALLY PURCHASED.LOUPES WERE NOT MADE CORRECTY, WORKING DISTANCE WAS WAY OFF. ***** WAS MESSURED BY THE ***** REPRESENTATIVE AND AGAIN TOLD IT WOULD TAKE A MATTER OF WEEKS.DID NOT RECIEVE REPAIRED LOUPES UNTIL MAY 2024 AND ONE OF THE MAGNIFIERS WAS TILTED INWARD AND THEY WERE UNUSABLE. KNOWING THAT SENDING THEM IN FOR ANOTHER REPAIR WAS GOING TO TAKE MONTHS, I ASKED FOR MY MONEY BACK. WAS TOLD I WOULD HAVE TO SEND THEM BACK AT MY EXPENSE AND ONCE THEY RECIEVED THEM. I WOULD GET A REFUND MINUS A 20% RESTOCKING FEE. PUT A VERBAL COMPLAINT WITH SECRATARY INTO THE ***** ASKING FOR A FULL REFUND SINCE I HAVE WAITED NINE MONTHS AND STILL DO NOT HAVE A WORKING PAIR OF LOUPES AND NO MONEY TO ORDER ANOTHER PAIR FORM A DIFFERENT COMPANY. I GOT NO RESPONSE AT ALL FROM THE *****.AS OF TODAY 6/25/24, I STILL DO NOT HAVE A REFUND CHECK AND NO ONE ANSWERS AT THE COMPANY DIRECT LINE. I AM ASKING FOR A FULL IMMEDIATE REFUND.

  Business Response

  Date: 06/26/2024

  Customer's refund was already sent out to her and should have been received. Ck #**** 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21899483
  
  I am rejecting this response because:
  I HAVE NOT RECIEVED ANY SUCH CHECK AND WHEN EMAILED THAT A CHECK WAS TO BE ISSUED IT WAS FOR THE AMOUNT MINUS THE RESTOCKING FEE.  AFTER WAITING 9 MONTHS WITH POOR COMMUNICATION FROM THE COMPANY, I ASKED FOR A FULL REFUND.
  Sincerely,
  
  *******************

  Business Response

  Date: 07/01/2024

  A CHECK WAS SENT OUT, NOT SURE WHY YOU DIDN'T RECEIVE IT. ISSUED A NEW CHECK - **** TRACKING 9405511108090495440609

• Initial Complaint

  Date:06/20/2024

  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.

  I placed an order for a pair of loupes at the ** Dental Convention on 4/25/24. I asked multiple times before finalizing the order what the return/cancelation policy was as I was undecided on magnification and **** said "full refund just contact him and he will make it right" if something changes. **** verbally guaranteed a full refund if I did not like the loupes. On May 6, I called the Medi Loupes help desk to cancel my order after reading negative reviews online regarding this company. I received a reply from them stating there would be a 30% restocking fee. My contract only specifies a 30% restocking fee for prescription lenses - which mine are not. I then called **** and he said that he couldnt cancel my order as they were already in production. **** said if I waited until I received the loupes I could then return them for a full refund within 45 days of the order arriving to my office. After ending the call, I texted **** asking for a written response via email or text outlining what we had discussed over the phone for written proof. I did not receive a response or email confirmation. On May 7, I texted **** that I would agree to a 10% restocking fee to expedite the cancellation. **** called back stating he would pass the offer on to his supervisor and call me the next day. I did not hear back from ****. On May 17, I called ********* said they will agree to the 10% restocking fee. He also stated he will process the refund to my CC immediately after the phone call - which didn't happen. On May 23, I called **** and he stated he will get me the full refund of $1,580.80. It did not happen. Over the next few ******************** repeatedly stated he will refund our money in various ways. We are still waiting for a refund of $1,580.80. **** has repeatedly lied to us about processing the refund. Through this whole process he has refused to text, email or leave voicemail messages (which tells me he doesnt want proof of anything hes promising). We just want our money back.

  Business Response

  Date: 06/20/2024

  Hello,

  This particular individual has caused many issues with the company.  We have seen this one particular person single handedly sabotage the reputation and integrity of the company with his lies and downright nonsense for our customers.  When ownership was finally made aware of the issue with said customer we sent out the refund as we were unaware of the initial desire to cancel their product.  We have also terminated the rep **** as he is not a fit for the culture of our company.  The customers refund check was sent in full to satisfy the matter and rectify it.  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21875326
  
  I am rejecting this response because:  While I have been in contact with the company in regards to a refund following the BBB complaint, it is not yet finalized so I wish to keep this case open until I have a completed form of refund payment.  I learned via email from Mediloupes on 7/2/24 that they did not send the refund check originally stated in the BBB response from 6/21/24 due to me starting a credit card dispute filed prior to me contacting BBB.  I am fine with the refund being processed via CC instead of check as long as Mediloupes does not fight the credit card dispute and allows it to proceed with a refund to my credit card if that is the easiest solution.  Mediloupes is aware of the credit card dispute but when I called my credit card company to check on the status they had not yet heard a formal response from Mediloupes accepting or denying the dispute as of 7/2/24.  I have asked the contact person from Mediloupes email to have someone in the refunds department to contact me directly to avoid anymore confusion with processing the refund.  Thank you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/03/2024

  This customer charged back his credit card payment for his loupes on 06/26/2024.  The check we issued was indeed stopped by the company as a chargeback indicates his card company already replaced the funds.  We would NOT be responsible to refund a single cent at this point as we would be paying for this customers loupe refund 2xs.  Clearly the customer should contact their card company to confirm this but that is what a chargeback is.   We do not owe this customer anything.   Happy 4th of July !!!

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21875326
  

  Please do not accuse me of trying to get double the refund owed. That is simply not true. All of this miscommunication could be avoided if your person in charge of refunds/returns would just give me a call back so we are on the same page moving forward.  
  

  The attached image shows a confirmation email I received the day after calling my credit card company dated 6/18/24 which is BEFORE I initiated contact with the BBB.  I was advised to take more than one form of action to receive this refund. Unfortunately, I have no control over when the credit card company reaches out to Mediloupes after my initial dispute (apparently that was 6/26/24).  
  

  Once again, I am fine with the credit card being the final form of refund and I do not need a check refund if that is the route Mediloupes prefers. BUT a credit card chargeback is a TEMPORARY refund credit until the claim is finalized.  At any point in the 60 day window of the dispute the vendor (Mediloupes) could claim the dispute is invalid and the funds would be taken right back out of my account.  
  

  I called ***** Fargo on 7/2/24 and they told me the dispute was still pending and they have not received any response from you. We will keep this BBB complaint open until you have responded to ***** Fargo and the credit card dispute is finalized. Once again, I am not trying to get back more than my original amount. Have a great Fourth of July.

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

  Business Response

  Date: 07/08/2024

  Can we please make this the last communication.  The ex-customer charged back his credit card.  We received notification of that.  A chargeback is where you contact your bank to dispute the charge of something you ordered.  Therefore, the bank notifies to advise of the chargeback.  Thats how we know it happened.  Again, once a chargeback is done, your account is credited back with the full amount of what you spent.  Therefore, we DO NOT owe a thing to this customer.  We want these ridiculous complaints to cease at this point.  We owe this customer nothing and did not dispute the chargeback as we do not want this customer as a customer.  

   

   

  Customer Answer

  Date: 07/22/2024

   
  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.
  

• Initial Complaint

  Date:06/20/2024

  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.

  In received the product I order at TDA. I never received a credit to my credit card or even received a call. Just took my money.

  Business Response

  Date: 06/20/2024

  Hello,

  Regarding above customer, We have not had a single correspondence or call from her since 09/2023.  We sent payment to close this matter all the way back then and now we get this random, out of the blue complaint that she never received the payment.  We are left wondering why she never contacted us saying she didn't receive it.  We assumed she received it and the matter was closed out a long time ago.  To now file a complaint is ludicrous and unjust.  If the customer has an issue and claims she didn't get her check she should contact us so we can notify the bank and get her refunded.  We, in no way, would not want to rectify a customer complaint over a small refund.  Please have the customer contact our customer service number and we will handle the matter immediately again and track it more right up until she cashes it as opposed to assuming she already did it.  Instead of taking the time to complain to the BBB, should take the time to call us personally to handle it.  

  Customer Answer

  Date: 07/05/2024

  I have NEVER received monies of any type or of any form from Mediloupes. They have never ever contacted me to resolve this issue. I have tried to call this company they don't answer their phones.

  Sincerely,

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

  ************ 

  ***************** 

  Customer Answer

  Date: 07/06/2024

  I received the check today from Mediloupes in the mail. Thank you for your help in this matter.

  Sincerely,

  **********************;

• Initial Complaint

  Date:06/20/2024

  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.

  Product (loupes) was ordered on March 8th 2024 and $1814.80 was charged to my credit card. Order form indicates a quoted turn-around time of 8-10 weeks. I sent an email May 8 2024 requesting a status update on the order. A response was received on May 9th ********************************** production and that I would receive a tracking number for the shipment. May 26th ************************************************************************** shipment update. A response was received May 28th stating that there is no update from the lab on the status of the order and that again, a tracking number would be sent once shipped and that they are hopeful it shouldn't take too much longer. June 18th and still no update or tracking information sent. At this point it seems like a fraudulent company with false claims that the order is in production and that no product will ever be sent.

  Business Response

  Date: 06/20/2024

  Hello,

  This is an absolutely absurd complaint.  Our loupes are custom made and a customer ordered a frame that is made in ***** by the company, ******* & Co.  Being we don't own that company and simply are a distributor of theirs, we are bound by their shipping process.  The frame the customer ordered was back ordered.  It was communicated to the customer that the production time would increase as we had to wait for the frame.  We received the frame and now the customers ********************** will be completed shortly and shipped out.  We have to do a better job letting the customer know the delays weekly or even daily, but we have a lot of customers and trying to update everyone that frequently would be hard.  We have communicated with this customer many times and will have the ********************** shipped shortly with our warranty on them.  We, in no way, are a company that takes money for nothing.  Thats practically a slanderous statement that goes against our core values.  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21870257
  
  I am rejecting this response because:
  
  It was never communicated that the frames were back ordered and was absolutely never said that the production time would take longer do to this. In the "many times" that the business has responded to my inquiries, they gave no further information than a generic "they are in production". After several weeks past the provided ETA and without being able to provide a new estimate on time it's simply empty statements made by the company to keep the customer waiting. Upon reviewing many other reviews from several other customers this seems like common practice for the company and is not a "slanderous statement" as they claim. 
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2024

  We would like to further the comment.  Out loupes are done through designer means.  We custom do all of them and production, due to the significant increase in sales we have received, has slowed.  We communicate that with all customers and ironically have a extremely large contingent of support from our customer base.  Its easy to focus on the negative as they literally are all the same.  However, there is not a single review questioning the quality of the product.  That we will stand firmly behind especially as we play catch up.  We simply ask the customers to be patient with us while we navigate this issue.  We will catch it up soon and as the saying goes, good things come to those that wait.  Please be patient your perfectly made and handcrafted products will come soon.  

• Initial Complaint

  Date:06/17/2024

  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 am a hand surgeon, based in *******. I placed an order for surgical loups with this company on Oct 4, 2023, fully paid, and was told the product would be delivered in 8 - 9 weeks. The company claims to have shipped the product in sometime in December of 2023, but was lost in the **** services sometime in Jan of 2024. The "Tracking Number" was not trackable. They informed me by email in Jan of 2024 that they would make and ship me new loups, this time not by **** but by courier. In April ******************************************************************************* shipping notifications, and asked for a full refund. The email response was that I would be contacted by a "supervisor" to escalate the process. No one has contacted me by phone, email or other means since.

  Business Response

  Date: 07/02/2024

  Customer was sent the tracking number on Jan 12, 2024 - tracking number USPS LZ638286539US. Attached is the detailed history of the package. ******** was attempted. Customer was contacted by management on June 17th to resolve this matter. He has not responded.

• Initial Complaint

  Date:05/22/2024

  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.

  On 8/26/2023, I purchased loupes from the company at a trade show. The salesman measured me for the loupes and helped select the frames. I was given a production time of 10 weeks. The loupes did not arrive at 10 weeks. I was told the loupes were delayed in *****, due to the frames I had selected. The representative offered to include an additional battery for the light attachment, for my trouble. The loupes finally arrived in December 2023, long after the promised date and without the added battery. I could not see through the loupes, due to a double vision they created. When I contacted Mediloupes, they asked me to send a photo wearing the loupes to determine the problem. I was advised the loupes were placed incorrectly on the lenses and I would need to find my own vision care provider for new measurements. I contacted my opthamologist/optometrist office and was advised they do not provide this service. I again contacted Mediloupes and was advised to try another office. At this point, I asked for a refund and to return the loupes as being defective. I was told I would need to speak with someone else (who was copied in most of the correspondence) to start the refund process. Despite multiple requests, i was never provided with the refund process. So, at the end of January 2024, I returned the loupes to the address they were sent from. I again contacted Mediloupes that I had returned the loupes and asked for a refund. Four weeks ago (4/11/2024) I was advised I have been approved for the refund. I have been in contact with Mediloupes several times since then and have not received the refund yet (as of 5/22/2024). Multiple emails from the rep at Mediloupes have stated they were out of the office or had an emergency or that they were leaving the position and a new person would be taking over my case. So, nine months after I ordered loupes, I still do not have any working loupes.

  Business Response

  Date: 06/05/2024

  Customer was not willing to let us fix the issue with the loupes. Sent refund ck **** tracking **********************.

  Customer Answer

  Date: 06/05/2024

   
  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

  Date:05/15/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 am a current 4th year dental student. I purchased Medi Loupes Feb 2023 during **************************** The sales person offered my friends and I a discount for students and threw in an extra light as a bonus. It was also said in clear terms if we were not satisfied with the loupes, we would receive a FULL REFUND within 45 days of when they were received. With that being said, it made me comfortable purchasing the loupes. I received the loupes 3 months later in May 2023. I was not satisfied with the loupes and initiated a return within the ***************************************************** the packaging on June 17th, 2023. I received no response through email or phone call. I sent a follow-up email to the sales manager, *************************, a few days later and received no response. I then got ***** phone number and spoke with him on the phone and he said he would take care of it and send me a return label to my email to initiate the return. A week went by and I still did not receive a return label to my email address. I called him the following week and he promised to send it tomorrow, as he was still supposedly working on it. I called him each week asking for the return label but received the same weak response. 2 months went by repeating this cycle of questioning **** and him stalling. In September 2023, **** said he would be in ******* and could meet me to pick up the loupes. I thought this was a very strange suggestion since we had been communicating about a simple return for several months exclusively by phone or email. I texted him a ********* location to meet up at. He bailed on me the morning of claiming that he had covid. He said he was coming back to ******* in October and said he would meet up with me to give me a check. Nonetheless, desperate to obtain my refund, I texted him a ********* location to meet up and he made up an excuse and never showed up. He was apologetic and said he would send me a check to my house. I waited one week and still no check in my mail. I kept calling him for an update and he said I should be getting it soon. 2 months have gone by and I still havent received the check. **** is no longer answering my calls. I then reached out to *****, another employee at Medi Loupes and he forwarded my email to the owner ****************. I was hopeful that the owner would resolve this issue. However, I was disappointed in Gals response as he blatantly lied that I did not respond to a call/voicemail I received from one of his agents and they assumed I had taken back my return request. There was NEVER a call or voicemail received from Medi loupes when I initiated the return in June 2023. For that reason, I had to send a follow up email to initiate a return. I was initiating ALL the calls and emails. *** offered store credit for a future purchase at Medi loupes and took no accountability for the way his Sales Manager **** handled the situation. *** also lied and said a partial refund is given within the 45 day return. However, to reiterate when I purchased the loupes, the sales manager said a FULL REFUND would be given. The receipt also says a FULL REFUND. As a last ditch effort I contacted a customer service representative, *****, who suggested I schedule a meeting with Gal on Jan 12, 2024 to further discuss the matter and clear any miscommunication. I emailed *** requesting a meeting, and to no ones surprise, he never responded. It is now February 23, 2024, the day of the Midwinter dental conference. Ironically, this is the date exactly 1 year past when I purchased these loupes. I see **** at the booth for Medi Loupes, and again confront him about the refund I have been waiting for for several months. He claimed he would give me a full refund on the next business day. I could not trust any verbal promise and requested that this be given to me in writing, and he proceeded to email me from his work email, promising a full return and an additional $200 for the several months of inconvenience. Again, the day of the refund arrives, but I have not received the refund. I called him daily, he stated the refund is being processed every time. Then, he claimed there was a delay with the processing of the refund, and that he would personally ***** or ***** me the money once it arrived in his account. I then texted and called him regularly to follow up on the refund, and during one of these follow *** he said he will Zelle me and I provided the necessary information. I again never received a payment. Then, **** brought up a personal experience that I thought was inappropriate to share with a customer and I believe was intended to make me feel guilty. He said his son is hospitalized and he will deal with my refund once his son is healthy. **** has been dodging my phone calls ever since. He is clearly ashamed and has no excuses left, having exhausted all of his options. Medi loupes owner **************** and Sales Manager, ************************* have dragged on a SIMPLE return for nearly 11 months. I did my part as a customer to initiate the return within the 45 days. I was constantly lied to and scammed by medi loupes in order to be FORCED to keep a product that I did not want. They assumed I would get tired of calling and keep the loupes, which is why they have dragged on the return for this long. With the horrible customer service experience, I do not want store credit or any product from Medi Loupes. I want to return the loupes and I want a full refund of $2088 as promised by ************************* and never to deal with this sham of a business again. I have read reviews and Im not the first customer they are scamming money from, and I will not be the last unless firm action is taken.

  Business Response

  Date: 05/15/2024

  After reviewing the issue with this customer, we have determined that the issue here was misguided and even though the customer was indeed past the time frame for any returns we wish to avoid any further conflict.  The customer was offered solutions which were discussed and the images look indeed either doctored or altered.  We have a specific policy upon which the customer signed at the time of purchase.  I wish to enforce that policy while maintaining a strong customer relationship, however, in this case we will offer the customer a refund to simply get rid of the issue pending the product be returned in perfect, unused, condition.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21712482
  
  I am rejecting this response because this case will only be closed once I receive a FULL refund from Medi Loupes and the matter is RESOLVED. I received an email after MANY follow-up phone calls from Medi Loupes with the return form. However, they said the refund will exclude the restocking fee, processing fee, and shipping and handling charges. None of these charges should apply because it is their fault for behaving in an unprofessional matter by constantly lying (see original complaint for lies)  and not doing their job in the first place. I have spoken with customer service member ****** on the phone in regards to these charges listed above and still awaiting a response.

  I have sent the Loupes in unused and perfect condition-they should be receiving it. 

  Given the history of the situation I have been dealing with for the past year, I do not trust Medi Loupes in resolving the matter if I were to close the complaint.  This complaint will remain open.  

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

  Business Response

  Date: 06/04/2024

  This customer was told by myself that they are not eligible for a full refund as they exceeded the companies written policy that a restocking cost is applied to returns of these particular products similar to other brands.  The customer signed this agreement and policy with us.  We advised the customer we would be willing to work with them to attempt to resolve this with in store credit with us as well to avoid said loss which the customer also refused.  We have attempted to resolve these matters and the customer has been completely unwilling to work with us and wants us to change company policies to cover for their insufficiency with reading polices.  At this point the customers attempts to sabotage the company are noted and if needed were willing to escalate the situation.  We wont be held hostage by individuals playing privileged cards.  This is a signed policy and we have the customers signature accepting it.  We are willing to refund minus those costs or allow for in store credit to redo this matter however the customer see fit.  If the customer is unwilling and wants to continue this self sabotaging mission I will contact them again personally and try to resolve further or send this to their local BBB to vent our frustration with them.  

  Customer Answer

  Date: 06/21/2024

  I received a voicemail on June 4th, 2024 stating that I will be receiving a full refund for the loupes. I called customer service and it was confirmed that the loupes and all the accessories have been received by Medi Loupes. I am currently awaiting the refund, however, once I receive the full refund, we can resolve the complaint. 

  Customer Answer

  Date: 07/09/2024

  Update: I am still waiting on my refund. I was told it should take 7-10 business days from. It's been over a month since my loupes have been received by Medi Loupes. I have been trying to get updates from customer service with no real answers as to when the refund will come through. As per their timeline, I should have received the full refund weeks ago. I would like this complaint to remain open until I receive my refund. See attached email communications with customer service proving the refund has not been issued. 

  Business Response

  Date: 07/09/2024

  Check #**** was issued to the customer week ago.  We have contacted the bank ***** Fargo that has stated it has not been cashed yet.  The refund was issued and should have been received.  We will monitor it and send a new one with a new carrier if needed inside 2-3 days to ensure the other one is not received.  We do not want to prolong this matter any longer than necessary as the complaints are erroneous and irritating to us.  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21712482
  
  

  Glad we can both agree that we want this matter to end as soon as possible. I will not comment further on the lack of professionalism, accountability, and communication of your company as is demonstrated by your responses. I have continued to be patient and professional in this matter since the past year that this issue has been going on. If an update had been provided that the check was sent out a week ago, I would not need to constantly waste my time calling for an update on my refund. If you find that irritating, then next time, communicate better. 

  Business Response

  Date: 07/10/2024

  I have a great idea, perhaps a suggestion.  Maybe communicate with us directly as opposed to using the BBB as your soap box.  We would have discussed this with you directly but instead can share it with the world.  Your refund is in route, we are awaiting notification that its received, cashed and closed.  that way we can move on with our lives as well.  We wish you the best.  Please communicate with us moving forward so we don't continue using an intermediary that we do not believe in.  Thank you

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21712482
  
  I am rejecting this response because I did not receive my FULL refund as it was communicated by a voicemail left on 6/4/24 at 2:01pm. The voicemail stated I would receive ALL of my refund. I have only received $1429. The "up to 20%" restocking fee should have NOT been taken out given the situation was Medi Loupes fault. You guys also did your math wrong and took out more than 20%. Once again, denying any accountability. I have tried to communicated with customer service to speak with a manager in regards to this matter, but have not heard back. The original amount should be $1963.52.

  To reiterate, for putting a busy dental student through this situation with what should have been a simple return, you are continuing to deny any accountability for your employees's actions. You are covering for your employee, ************************* and unwilling to accept any fault. Did you even read the original complaint in how he acted unprofessional and promised to "venmo" me money or meet up with me to give my refund, to name a few. Instead of manipulating the situation and playing the victim, own up to your actions. I would have accepted the partial refund if I had been the one at fault, however, Medi Loupes is at fault and I am asking for MY MONEY back. Read your ****** reviews, I am not the only customer that this has happened to. I am demanding my remaining refund amount of $534.52. Send my remaining money and I can close this case and we can all move on. 

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

  Business Response

  Date: 07/23/2024

  We have the customers SIGNED order form where they acknowledged the restocking fee.  They are no different than any other customer in this regard.  They also accepted the other check and cashed It.  This matter is closed.  

  Customer Answer

  Date: 08/06/2024

  I am waiting on a response from management to take accountability and return my ENTIRE refund. I have attached an email with an attempt to contact management, however, still no response. This further proves the company's lack of integrity.  

• Initial Complaint

  Date:05/07/2024

  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 ordered a pair of loupes with a specific design for the animals I treat. I was told that they could create this product no problem. They were supposed to be delivered in 7-9 weeks. Over 4 months later I receive the glasses made incorrectly. The customer service was so awful i decided to ask for my money back instead of having them remake the glasses as I need a pair now. They company will not send me a return label and want to charge all types of fees to return the glasses including a 30% restocking fee. I would have kept the glasses if they were made as requested. I dont think I should be financially penalized for their mistake.

  Business Response

  Date: 05/08/2024

  Hello,

  We communicated every step of the way to let you know that there was a delay at the lab. This is not something that is under our control. Once you communicated that your loupes were incorrect, we let you know that the lab made a mistake. The correct measurements with the request for no angle were provided to the lab when you originally ordered.  Having loupes with no angle is not a common thing, so the lab thought you wanted a small angle. Since you are within your trial period, we have asked you to fill out a form and send it in with your loupes so that they can be rebuilt. Since you have refused to do so this does not give us the opportunity to resolve this for you. Additionally we have let you know that we do not provide shipping labels for returns. You have threatened to go to your county, the bbb, and all of your vet chat groups to get your money back, even though you signed an agreement. Our legal department has reached out to you as well as the owner of our company.  The policy on our restocking fee can be found on the bottom of the original invoice that you have copied in your complaint. Your signature on the original signed invoice indicated that you have agreed with all of the terms. Again we are happy to help resolve this we just need you to fill out the form and send it in with your loupes before your trial period ends. We would also appreciate you removing your complaints as you signed an agreement and we are willing to have your loupes rebuilt. Thank you!

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21678124
  
  I am rejecting this response because the policy states that the glasses would be shipped in 7-9 weeks. Not only did you not produce them in time but you made them incorrectly and you want me to pay to have them shipped back and wait even longer because of your lack of ability to follow directions. If there was a question about how I wanted the glasses I should have been called. This is a horrible company to deal with and I didnt threaten anything. Making an experience like this known to other veterinarians allows them to understand what kind of company they would be dealing with should they need to purchase a similar item. After all, there are numerous companies with higher integrity that offer your products. If this is your way of fixing YOUR mistake I suggest you try harder. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/10/2024

   

  We do not provide shipping labels for returns. We provided the lab with the correct measurements and specifications that you requested. Mistakes happen and we are happy to have your loupes rebuilt. We can not resolve this for you since you refuse to send them in. Additionally per your original signed invoice there is a 30% restocking fee. 

  Customer Answer

  Date: 05/29/2024

  I thought the bbb would be more helpful- I will resolve with my bank

• Initial Complaint

  Date:04/25/2024

  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've been waiting over a year for this company to make my experience a positive one but sadly they have not. I purchased a pair of loupes at a veterinary conference after a "slick" sales experience. I am a veterinarian and waited approximately 3 months to receive my loupes and they were not correct. I was seeing double. I was told that my measurements were incorrect. I made time to go see my regular eye doctor and they took new measurements for me and I sent them to the company. I waited and waited but heard nothing. After approximately 40 emails and a lot of back and forth I finally received a phone call from ****, the sales manager. **** obviously was in a hurry when he was talking to me and said he would call me back because he was getting on a plane. No problem! Give me a call.A week later I called because I never heard back and explained my frustration very professionally to **** because I was getting nowhere with my problem and at this point was going on 6 months. **** was very impatient, doesn't listen well and ended up hanging up on me. When I voiced further concern to ***** and asked to speak with the owner I was told the owner would not talk to me. Upon further pressing I received multiple, very positive communications with *** who is an engineer. *** tried his best to help me and to correct the problem including sending a loaner pair for me to try with different placement of the loupes.I really thought this would be what I needed to solve the problem.In December I received my most recent pair of custom loupes and they are STILL not right. I am STILL seeing double. At this point I am done with the company and want nothing to do with them. I waited until our state veterinary conference and talked to a regional sales manager who was very kind (he had only been with the company for a few months) and made some suggestions to help make them work. I thanked him for his time and thought we had a plan for me to be able to use them but in reality I am still having horrible trouble. I am at my wits end. Earlier this week I received a kind email from ***** who reminded me to send back the loaner loupes they sent me previously to try. I had forgotten to mail them back with the prepaid ***** label they provided. When I went to mail them back I realized I cannot find the ***** label in my email. I asked for them to kindly send me another and was told that "management" refuses to send me another prepaid label and I don't sent back the loaner loupes by this Friday they will charge my credit card for $700. I would like to know at what point I did something wrong to receive such treatment. I am more than happy to return the loaner loupes. At this point I will have to do this at my own cost. It's been over a year of dealing with this crappy company. I have been kind and professional with every single person from ****, *****, ****************** etc. Frustrated? Yes? Unprofessional? *************** is NOT about customer service. I repeatedly asked for my money back starting last June and was told that I was past the window for their warranty or guarantee. That is very poor. Not only would they not make this right but you continue to act like the customer did something wrong. I will tell everyone I know what a horrible company MediLoupes is. No professional individual deserves to have their money taken and a poor product produced. The lack of kind, sensible customer service is unforgivable.

  Business Response

  Date: 04/25/2024

  Hello,

  In September ***************** was sent a loaner pair of loupes to try before remaking her actual loupes (for a second time) so that we could verify the measurements they needed to be at. At that time she was advised to send her loupes in so they could be remade and was told she would be  sent a  partial reimbursement check. In October ***************** was reminded that she needed to send in her loupes so they could be remade and production of the new loupes would not be started until hers were received. Additionally she was told that she could use the loaners while hers were being remade. At that time ***************** provided a new RX as well as stated she would not be sending in her loupes. A shipping label was also provided at that time she was advised it would expire in 7 days. She then stated that she never got a shipping label. She then requested a refund in which she was advised per her original signed invoice she was not eligble as she was well past her trial period but we would be happy to remake them again for her. Please keep in mind at this time she still had two pair of loupes. She was then sent another shipping label. Again ***************** stated she did not receive the shipping label so one was forwarded again to her. In Februarty cust received her new loupes and was sent a shipping label to return the loaner pair of loupes.  She stopped at our booth and stated that she was seeing double. Our rep helped her and she stated that she was happy with them. At this time she still had the loaner pair. Customer was reminded to please send back the loaner pair of loupes that she has had since September in February and March. In April she stated again she did not get the shipping label...and was sent another one. Again she stated she never got the label and provided two other email address. We believe we have provided excellent customer service. *****'s ********************** have been remade twice, she has been provided with multiple shipping labels and a check for a partial reimbursement. Additionally she has had a pair of our loupes that we loaned to her since September and still has not returned them even though she received her remade loupes in February. 

  Customer Answer

  Date: 05/11/2024

  After posting my complaint I received a phone call at 8am the next morning from ****, the sales manager. **** seemed to care and want to make this right. He offered $200 and had me send pictures of me wearing the loupes (that I had already sent via email) to his cell phone. He quickly responded with a suggestion to adjust the nose pads which I did an failed to solve the problem. I haven't heard from him since. He did ask me to take down the complaints including the social media reviews (which I did out of kindness but left this one pending the outcome of the problem). Crickets ever since......I find it deeply offensive that the person who answered the BBB complaint states that I was asked to send their loaner loupes back multiples times which is not true. They seem to only be worried about getting their loaners back vs correcting the problem. I mailed the loaners back at my personal expense as that seems to be their main concern. I still sit here with $1500 loupes that I cannot use. Avoid this company especially if you are a veterinarian attempting to purchase them at THE MIDWEST VETERINARY CONFERENCE which they attend evey year. 

  Business Response

  Date: 05/15/2024

  This customer indeed just returned their loaner loupes.  WE have taken the steps and communicated with her to resolve this matter and to make sure her issues are resolved.  We stand by our products and will go above and beyond for anyone.  At this time the co-owner is handling her personally and will resolve whatever new issue has been brought up.  We do not wish to have this escalate due to an issue on either end.  We will simply identify the issue and rectify it swiftly.  

  Customer Answer

  Date: 05/21/2024

  I received a phone call from a co-owner of the company who apologized for what he admitted was multiple infractions in the way my situation has been handled and feels that there was an easy resolution all along. He offered a very generous and reasonable resolution to my situation which I will be satisfied with should it come to fruition. I am holding off finalizing the BBB case until I see a final result but am overall pleased with his level of concern and care to rectify the poor service that I have received. I am hopeful that there will be a positive outcome moving forward and will update my case once it has concluded. 

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21622677

  
  I am hopeful that there will be a positive outcome moving forward and will update my case once it has concluded. 
   
  Sincerely,
  
  *************************

  Business Response

  Date: 06/07/2024

  This customer contacted us on 05/15/24 asking for her loupes to be redone with her prescription In both the frame and the barrel.  Generally this would cost additional to a customer and we agreed to do this is a COURTESY to allow her to have the best experience possible.  These products take time and we have completed them.  We are not reluctant to want to deal further with this customer as she has clearly shown our discussions and conversations mean nothing to her as she would prefer to sabotage us as a brand that is going above and beyond for her at zero additional cost.  There are no other loupe brands that would do this for zero cost as we have.   At this point we will endure this malicious onslaught and still provide her the best product and warranty around and again at zero cost.  We hope she likes her new loupes rx in both frame and barrel and also would like to add we WILL NOT be doing this again for her under any circumstance.  To be vilified for attempting to help someone with free additional services is simply unacceptable.  

  Customer Answer

  Date: 06/23/2024

  I am super confused because I purposely didn't respond to the last ALLEGATION because I received a phone call from ***** who the co-owner of the company on May 15, 2024 who claimed that he was mystified and "didn't even know where to begin" with the lack of customer service provided to me from the very beginning of my history with this company. He told me that he had fired multiple individuals because of it including ****** who continues to respond? He promised me that he would make me a new pair of loupes that he felt would work for me and that it was a "simple fix" that could have been corrected all along. I have been on vacation the last few weeks and am just now seeing the response from 6/7/2024 from ****** who continues to claim that I have done something wrong in this matter. I find this absolutely hilarious and another reason that I am so confused. ***** also said he would be refunding all of my money as a courtesy for all the back and forth issues and unprofessional (hello ****, ***** and ******) communications that I have experienced. I was holding off responding to the previous response to give ***** a chance to follow through on his end. I am aware these things take time but all I have asked for from the beginning was better communication and to work with me to make this right. I have over 100 emails and have sent numerous trouble shooting responses to this company including pictures of the loupes on my head, going back to my personal ophthalmologist to be remeasured locally and phone conversations with ****, *** and now *****. When will this end and who is lying? To say that I am vilifying a company who has yet to make this right from an order I placed 18 months ago is ridiculous. ****** is lying when she says that I asked them to do something "extra" in May 2023 when I called and said that the loupes that I custom ordered in Feb finally arrived and didn't work. I am not sure how that is asking for anything extra???? Mind boggling and ****** should be ashamed of herself. 

  Business Response

  Date: 07/01/2024

  Ownership spoke to this customer personally.  We agreed, with the customer, to redo a new loupe again with her prescription in the barrel of the loupe and frame also.  This is a costly endeavor that we did not charge the customer for whatsoever.  We also agreed to a partial refund due to the delay in redoing this matter.  This is different from her original order.  Regardless we assumed this matter to be closed as these are about done and set to ship.  We need to question whether this customer will continue to speak to us, navigate a solution then continue the tirade of bbb issues whether its even worth it to do so.  The customer is not eligible to refund her order past her contractually signed 45 days.  We still made the exception for her at zero cost and continue to get complaints.  I hope this message closes this matter.  We all wish to move forward. 

  Customer Answer

  Date: 07/02/2024

  I have wanted nothing more than to find a resolution to this problem. After my phone conversation on May 15, **************************************************************************************** their last response, this is the first update I have heard since from anyone. I was told by him on May 15th that I was getting a full refund, he was appalled at the way this had been handled and had even fired ****** who continues to respond to the BBB complaint. I feel lied to and harassed for even bringing this to the attention of the BBB because they keep insinuating that I am the villain for speaking up. I am hopeful that since they are sending new loupes that per the owner were "a simple fix" but what if they still aren't right? Then what? I asked for a refund back in July 2023 after they made an attempt to fix them from the original loupes sent in May yet they said I was outside of the refund window at that time. I had waited on them to make the new loupes (which do takes upwards of 6-12 weeks) so how is that my problem if they still aren't correct? Just feeling vilified and that they continue to turn this on a customer that just wanted to get out of this situation over a year ago and yet here we are....still feeling possibly lied to and frustrated. I feel I have been calm and understanding until they started lying and turning the tables on me. Not sure how to go forward from here. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21622677
  
  I am rejecting this response because: I will happily close the complaint once I receive the loupes AND the refund as promised. I would like to make sure the issue is resolved once receiving the loupes as well. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/10/2024

  No timeline for the refund but I assume it would come at the same time as the new loupes which typically take 8-12 weeks? 

   

  Susan 

  Business Response

  Date: 07/10/2024

  The customer never asked for a refund.  Her loupes were redone with her prescription built into both frame and barrel as we discussed, and she spoke directly with me about.  anything else That would be stated at that point would be a complete fabrication. We have gone above and beyond and completed exactly what she asked for and we will no longer do anything else for this customer.

  Business Response

  Date: 07/10/2024

  sent new loupes fedex 777319182179, included return label for other loupes
  

  why is the bbb interested in our in office communication.  

• Initial Complaint

  Date:04/11/2024

  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.

  Purchased a pair of loupes on 9/26/23. Questions the company and their bad reviews with ***** on 10/10/23 discussed wanting to get a refund. He said he offers excellent service and he stands by his product/company. I decided to give them a chance and live up to their word. I received them on 1/4/24. Loupes broke on 4/2/24. My boss called **** and left a message about her not receiving her loupes yet and my loupes breaking. No answer and no response. Called **************** on 4/3/24 about returning loupes due to them being defective and poor quality. ***** says I can't open a return until I speak to **** who was traveling that day. Called **** on 4/4/24 and he says he can't look into my account and my boss's account until Saturday 4/6/24. Called him back again same day and said I want to return my loupes. **** said he will call me on 4/8/24, he never calls. I called 4/9/24 and left a message. He still has not Called me to open a return for a refund. I feel ignored and not heard that I just want my money back so I can move on.

  Business Response

  Date: 04/25/2024

  Hi,

  Our co-owner has been in contact with this customer to work to resolve everything

  Thank you!

  Customer Answer

  Date: 05/10/2024

  The Co-owner ***** finally took care of the issue my boss and I were having. My boss has been given a full refund and I'm waiting for the approval for my credit card dispute.  After the never ending lies received from **** and being ignored by phone calls and text messages we had to move to the next step to get legal advice.The co-owner was Contacted by the *********************** with our issues and it was immediate taken care of.  I feel you should never have to go this far to open a refund for a product that was defective or never received. Any good customer service for a reputable company would take care of the issue right away and apologize for their product not working out, so we can move forward. Instead it was dragged on, false promises and constantly being told they "just landed" or they are "catching a flight". I'm glad this nightmare is over.