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Business Profile

Optometrist

Bronx Vision Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    After going in to purchase a pair of glasses and contacts. I was sold a pair of COUNTERFEIT ***** frames advertised as authentic ***** frames. After that since the glasses broke and I needed to see I ordered a pair of contacts after waiting the alleged time frame for the contacts to arrive I called to inquire about my contacts and was told they werent coming. When I asked about a refund I was told they wouldnt be giving me one. Has now been 4 weeks and no product has been given to me. The store is just straight scamming and taking advantage of people.

    Business Response

    Date: 11/11/2024

    Better Business Bureau of New York 
    Re: Complaint #********

    To whom it may concern: 


    *** ***** has trusted us with his eye care needs for years now and we are disappointed to hear his experience this time around wasnt to his standards. We strive to offer the best customer service possible and value any constructive feedback.
    *** ***** came in March of 2024 to renew his eyewear and purchased a pair of ***** frames to go along with his prescription, totaling $400. Upon dispensing the glasses, *** ***** tried on the frame and never once expressed dissatisfaction with this purchase.
    *** ***** claims that we partake in selling counterfeit merchandise is completely false. 
    We take pride in being an authorized dealer for numerous high quality name brands and we have invoices to prove our merchandise is all 100% authentic.
    Fast forward to October 2024, we were pleased to have ** ***** back for his contact lens prescription renewal. Our contact lens prescription renewal fee is $120 and a complimentary trial pair is ordered to finalize the prescription. This is to ensure the patient tests maximum visual correction and comfort before purchasing the extensive wear.
    In *** ****** case unfortunately, the complementary set of trials are custom made. Given the nature of his prescription which is both high Myopic and Astigmatic, there is a 3-4 week turnaround. When *** ***** contacted us regarding the status of his trial lenses two weeks after his initial visit, we tried our best to put his mind at ease reassuring him we are doing everything possible to deliver as soon as possible. Since then the contacts have been ready for pick up and we have tried to reach out to *** ***** to no avail. 
    We are hoping this letter clarifies any and all questions in regards to this complaint and we hope *** ***** will give us a chance again in the future. 
    Regards, 
    Bronx Vision Center


    Customer Answer

    Date: 11/12/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

     

    None of the information on how long it would take was given to me. All I was told 1 week and it should be ready. When I called for information the receptionist was only rude, disrespectful, dismissive and provided no help whatsoever leading to this complaint. As the business i have been coming here for years so was very surprised at the horrible service I received. I only got a single call on 11/09 after the business received the complaint so that was the only reason they reached out. While I appreciate getting a call a whole month after I placed the order I just dont trust the business with something like my health without fear of retaliation.

    As for the inauthentic products I would double check your suppliers because the product I bought was a fake. When I went to the ***** store to get some accessories with the glasses I was told they were fake and should have come with a certificate of authenticity in an envelope.The envelope should have a consistent pattern and even spacing in the text I received no such envelope. They also tried running the serial numbers and it didnt come up. Originally I planned to just ignore the fact they said it was inauthentic but along with the contact lenses it was just even more frustrating. 


    Sincerely,

    **** *




     

    Business Response

    Date: 11/22/2024

    Dear *** ***************** you for your continued communication regarding your recent experience with us. We genuinely appreciate your feedback, as it helps us improve our services.

    We want to reiterate that the contact lenses ordered for you are indeed custom-made, and it typically takes a minimum of 3-4 weeks for the manufacturer to produce them. This timeline is standard across the optical industry, as there is a single manufacturer that supplies these specialized lenses to all optical providers. We understand your frustration, and we assure you that as soon as the contacts were ready, we made effort to notify you promptly. 

    Regarding your concerns about the ***** frames, we would like to reaffirm that all our products are 100% authentic. We are an authorized dealer for ***** and can provide verification upon request. Each frame is sold with original packaging, which you received at the time of purchase. We encourage you to verify this with ***** directly, as we take pride in our reputation and the quality of the products we offer. 

    We sincerely apologize for any inconvenience you experienced, particularly regarding communication. Our goal is to provide excellent costumer service and we regret that we fell short in this instance. Please know that we are comitted to addressing your concerns and ensuring your satisfaction.

    Thank you for your understanding, and we hope to regain your trust in the future. 

    Best Regards,

    Bronx Vision Center 

Bronx Vision Center is NOT a BBB Accredited Business.

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