ComplaintsforMyEyelab

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 2021 I went to *************** for an eye exam and ordered 2 pair of glasses. They said they will be ready in 2-3 weeks. When I went to pick them up, tried them on and I couldn't see. They said they will fix them and call me when they were ready. 3 weeks later I called them asked if they were ready they said no, I called the lab in ******* they told me they have to meet the clients satisfaction so it takes some time. 10 days later I had a text saying my glasses were ready, I went to pick them up at the store, they told me they weren't ready. I told them I had a text saying they were ready, they said that text is from the lab, and they are different from the store. They said they will call me when they were actually physically in the store. 2 more weeks I went to the store they told me they lost my glasses and have to reorder them. 3 more weeks went to the store tried the glasses on, couldn't see, they made another exam and with a different prescription they reorder them. They said they will call me when ready. I waited 3 more weeks, I called twice they said they weren't ready. A week after I went to the store and asked for a refund. They looked for my glasses everywhere, they couldn't find them, they said they sent them back to the lab and need to reorder them again. I said i cannot wait longer i want a refund so i can buy glasses somewhere else cannot be without glasses that long. The manager ***** said she cannot do a refund cause is an order from Dec 2021, I said but that's no my fault. She said she cannot give me refund. I spend ****** and I still don't have glasses after 4 months. Im not asking for nothing free I just want my money back so I can buy glasses somewhere else.

  Business response

  04/22/2022

  Please accept our most sincere apologies for any inconvenience.
  At ******* Optical, we strive for the perfection of our product and the satisfaction of our customers.  We reached out to Mrs. Morris and spoke to her as well as apologized for the problems and her dissatisfaction. We also told her the store would process the refund at her request which was a cash payment.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Whoever it may concern, I went to the My Eye Lab Store in the Oak Cliff, ****** area to purchase some glasses. I was served by the store associate, ***********************. For whatever reason, if I didn't want the glasses, would I get my refund back? The associate, *****, told me in his own words: Yes, you may receive your refund back as long as the glasses are still in production. I called one week later from the date of purchase, which was March 2, 2022. To advise the associate, *****, I will be getting my glasses from the VA ******** located in ******, ***** due to the fact that I'm a military veteran. At that time, I didn't know if I could get glasses from the VA ********. I soon found out that I could. So I called to cancel my order at My Eye Lab and requested a refund of what I paid. The amount was paid in cash in the sum of $1.195. The My Eye Lab people want to give me the runaround about my refund. I feel the store associate, *****, misled me into believing I could get my refund back. When I called about my refund, all I was given was a large amount to be refunded back. Please help me with this matter to recoup my funds. I was lied to by *****, the store associate, just for him to get his commission.

  Business response

  04/13/2022

  We want to sincerely apologize for your negative experience in our store.We have contacted Mr. ****** and have processed a full refund to a mastercard he provided to us. The transaction may take 3/5 Business Days to transmit to the card.

   

  Thank you.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told this facility was in network with my insurance company. I was not told this would be a virtual examination. They asked no questions about my previous prescription. I tried to tell them that I wear mono vision contacts. They ordered contacts that I said I could not afford. I had an eye infection when I went in there that Friday. I had to pay for another physician on that Monday for the eye infection. They ordered biofinity contacts and I asked for Acuvue's. The trials came in and I wore them and could not see. I went back in to have my eyes checked. The prescription was not correct and they have to change it. Once again they wanted to put me into biofinity and I told them what the other physician said about Acuvues being better for me under the circumstance of my eye infection and my stigmatism. I tried once again to let them know that I had mono vision contacts, but he would not listen. I want to have my prescription corrected and prescribed for what I asked for. I want to be reimburse for the other physician I had to go to. I want to be reimburse for eye glasses I purchased based on the wrong prescription given. No one appears to be able to help me. I call the help center and they cannot do anything other than refer me to the office. All of the people in the office are new an do not know anything.

  Business response

  04/06/2022

  Unfortunately, the issue ******************* has experienced slipped through the process.
  She is an important and crucial member of the My Eyelab family. For the inconvenience this has caused, we spoke with this patient and she is satisfied with us putting new lenses in her frames in lieu of refunding the order she purchased elsewhere. She's going into the store tomorrow to take the frames and lens select. 

  Customer response

  01/09/2023

  ***Additional Information Received From Consumer****
  

  I initially went there on 03/22. My prescription was not correct and had to be redone. I was given 3 prescriptions for my contact lenses. Only one of the scripts was correct. I contacted the office to find out which was the correct script, because I has purchase 2 of the scripts and could not see out of them. They finally agreed to order trials for one of the scripts. I called in on 12/19 to ask if the trials had come in. I spoke with *** and she was very rude, I then ask to speak with the manager (******) she was also rude and informed me that one of my lenses was discontinued and she was trying to find it but she had other things to do. Basically that store has very rude employees and the service is terrible.
  

  
  

  
  

  I need the correct prescription and at this point I need 6 month supply of contacts. I will all contact VSP to let them know my script was not correc

  
  

  
  

   

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