Complaints

This profile includes complaints for Dr. Gary Tracy Optometry & Eyewear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dr. Gary Tracy Optometry & Eyewear has 2 locations, listed below.

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  Dr. Gary Tracy Optometry & Eyewear

  210 W 79th St New York, NY 10024

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  Dr. Gary Tracy Optometry & Eyewear

  351 Amsterdam Avenue New York, NY 10024

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:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $185 for a 3-month supply of contact lenses from this business, and when I went to pick them up at 5:20pm on Friday, September 29th, they were closed. Their business hours are from 10am-6pm on Friday. They had closed at least 40 minutes early with no notice. It takes me an hour and a half round trip to get to this business from home. My contact lenses are inside their doors. I will not return to pick them up. They are operating under fraudulent business hours, and I do not trust them. I want the 3-month supply I paid for, with an additional 3-month supply overnighted to my PO Box:*************************** ************ ********************************************************************************** They have my current prescription. The images I attached are of the business closed at 5:24pm yesterday.

  Business Response

  Date: 10/11/2023

  10/12/23
  In response to complaint #********
  The evening that this occurred was on September 29, 2023, the day a Weather related State of Emergency was declared in *** by the governor and the mayor. Heavy rainfall led to flooded subways and streets. Subways and Buses were either suspended or heavily curtailed. As explained to this complainant, in my return e-mail, that my 3 employees, none who live in the business neighborhood started expressing concerns about getting home. 2 of them rely on the Broadway IRT going northward, that was shut down below ************, for the first part of their journey home. The third employee managed to make it to the office by car in the morning, but encountered flooded streets on the way in. As all afternoon patients had cancelled due to these treacherous, dangerous conditions I decided to close the office early to allow employees extra time to make it home. We closed the office about 4 - 4:15pm. 
  When my office manager arrived home later she logged into the office e-mail to receive this message sent by the complainant at 5:34pm:
  Get someone down to your store RIGHT NOW to give me my contact lenses or I will ******* destroy you. You closed early, yourre running a dirty business, and you are wasting my ******* time and disrespecting me. Fix this now or I will make you regret it.
  My office manager, extremely upset and shaking notified me of this e-mail. Here was my e-mail reply sent at 8:3pm that evening. 
  I received the message that you sent. I am sorry that we were not open when you came to pick up your contact lenses. 
  Because of the Weather Emergency declared in ************* a decision was made to close the office early. Subways were shut down because of flooding, bus service was limited because of flooded roads, and many road routes were impassable. Neither my self, nor any of my employees live locally and needed to find alternative ways to get home. 
  I apologize that my decision to close early caused you this inconvenience. 
  ************ *****
  
  The complainant responded by e-mail at 9:53pm:
  What time did you close?
  Overnight my contact lenses to me tomorrow along with an extra 3-month supply free of charge or I will *** you for operating under fraudulent business hours, report you to the BBB, ************************************* *** ********** of ******** Affairs, NYPD ******** Crimes Division, let every insurance company you contract iwth know tht your business hours are fraudulent, and inform as many consumers as I can for as long as I can via all apps, review platform and social media platforms. And I will take further steps as needed until you make this right.
  
  Upon reopening our office on Monday morning, there was a voice mail from the complainant  time stamped 9/29 at 5:27pm, repeating a similar profanity laced message making demands in a threatening manner. 
  The complainant picked up the contact lens supply later Monday afternoon in an uneventful manner.
  
  

  Customer Answer

  Date: 10/15/2023

  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:

  The practice closed early without notifying patients. This is a doctor's *************************** ************** *** *** ******* 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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