ComplaintsforEyes On Broadway LLC

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer on ******************** and spent $900 for a pair of MauiJims August 11, 2021 August 8 of 22 I purchased a pair of **************** for ****** October 14 of 22 I purchased another pair of Maui *** glasses for ****** Ive had problems with my eyes and the prescription for the most recent glasses and sunglasses are supposedly the same but I cant see out of them and I keep returning to them and ************************* the owner on May 20 ********************************** that I like to complain, and then Im no longer allowed in her store and then I can find someone else to adjust my glasses.Her husband works there too, and he would always help me out as she was always mean to me and rude/abrupt with me and always walk the dog whenever I came in to have my glasses adjusted.I spent months taking the bus to have my glasses adjusted. Her husband *** says its a process and it takes time! It was ridiculous how many times I traveled back and forth to have both pairs of glasses adjusted with nose pads or tighten.Today she ****** told me Im not allowed in the store and they will not service me and to go elsewhere! The Warrenty is for 2 years with the **** frames. It makes no sense for me to pay all this money and they stripped the s**** on the left temple and the ear pieces are loose and asked for a new pair since they broke and stripped the s**** I can not see out of my Maui *** glasses to date and asked to return them and she disagrees and tells me off and that I need a new prescription.I have been very patient and like to support local businesses. Unfortunately, this business likes to take your money and not bother to repair or maintain the glasses that they sell you! I have NEVER experienced this in my 40 plus years of purchasing prescription glasses.I have tried to find a happy medium. They are out for the cash and rely on out of town tourist and not used to a local customer base that requires tune up of glasses.Please can you help me as I

  Business response

  08/08/2023

  Please keep in mind & respect the customer's medical records are enclosed in the documents and must follow HIPPA Laws when viewing the following documents. Thank you.  
  I want to start by informing you that I am a licensed Optician and take my role as a healthcare provider very seriously, therefore proper documentation is always taken. *ith that said, I am Not a Doctor or Optometrist. I can only Fill prescriptions, Not *rite or Change them unless instructed by a physician. I have made our *arranty & Refund policy very clear to ********************* and my policies are also listed on my website. Please see Doc #1 & Doc 1A. This is a copy of the particular *arranty section we are addressing. If the customer is having any issues with their RX they must provide a new Rx from their doctor. Mrs. * never had complaints of her RX within the first 60 days of purchasing her Maui ***************** or Regular glasses and Never provided a new RX to have anything changed. Therefore, I can not fix why she "can't see out of them". I can only simply verify that the glasses were made correctly by the vendors with the Rx provided by her. Please see Doc #2, This is the most recent Rx, As it matches both of her most recent orders. Orders were filled accordingly. In regards to "****" frame, warranty is Not 2 years, it is only 1 year from the time the Optician (Me) purchased & ONLY for manufacture defects, Not for normal wear and tear. *hen I last saw the customer (August ********* the frame was NOT broken. She did ask for an adjustment, which I kindly refused and have the right to refuse. Please see Doc #3 in reference to **** frame policy/warranty. Please see Doc #4 for Maui/Sunglass warranty policy.   
  The Nature of the charge is for Medical Prescription Eyeglasses and Prescription Lenses. These orders are Custom made for the individual and processed immediately after sale is complete. All Customers are given a receipt of their purchase and are made aware of our No Refunds policy. All Receipts State the following: PRESCRIPTION ORDERS & HOLDS CAN NOT BE CANCELED OR REFUNDED. NO REFUNDS! I agree to pay above total amount according to card issuer agreement. Please see Doc#1A refund policy. Please see her uploaded receipts for proof. Doc #5 is both Regular and sunglass Order forms and more proof of warranties honored. Doc #6 First Termination letter emailed  Doc #7 2nd Termination letter emailed   Doc #8 Events Noted in customers profile. *ith all her *arranties and issues being addressed Id like to note, For the record, that *********************, Makes me Very Uncomfortable. I have never been rude to her or spoken of any of these things in front of other customers. I have been nothing but professional and Informative with her regarding her prescription orders. She has continuously lied to me and therefore I informed her I no longer wanted to service her. She drives her personal car here and parks in our parking lot. She brings a service dog in and although we allow dogs, she constantly insisted My dog play with hers. I am providing professional & healthcare services, I can NOT have dogs running around the store! So to avoid conflict, I would exit the building with the dog. I have verbally told her the dogs can Not play in the store. 
  I have ******** told *********************, in person, that I have terminated our business relationship. I have emailed and text messaged this information as well and she continues to come in the store. I have been avoiding confrontation with *********************, but if she continues to come into my store, further action will be taken with the police department if she continues to disrespect my request for her not to enter the business.                                                                                 3-23-23 Customer has been Terminated. No Longer Servicing this Customer. Customer was verbally told by ******************************* to "Please find another optical to help you with your optical needs moving forward. I have done everything in my power to fix your eyewear and feel I am no longer able to help you. Please find a new optical moving forward after all *arranties have been rendered" Has 1 last *arranty left on lenses for **** pair.
  05-16-23 Customer came in to have her last lens warranty done for her **** frame. At this time, the customer was verbally told by ******************************* again- that "I will no longer service you @ Eyes on Broadway, Please find another Optical moving forward". 05-26-23 Customer came in to have Lenses replaced. 05-27-23 Termination email sent to --- ******************** 05-31-23 Termination Text sent to phone number ************
  08-04-23 Customer came in @ ******, no one was in the store, I kindly asked her to leave. Suggested that she please find another optical to help her with her frame adjustments. Termination email sent again to both emails on file---  ********************  & *********************** It is very upsetting to receive this email from the Better Business Bureau knowing as a small business owner  I do Everything I can to make our customers happy.                                  Please review the information provided in the documents and understand that I have asked ********************* kindly to find services elsewhere. I have honored all services accordingly. Thank you, *******************************
  
  

  Customer response

  08/09/2023

   
  Complaint: 20426068
  
  I am rejecting this response because the ownerJackie knows that the curvature of the Maui ************** does change the way one sees and I was not told that after paying lots of money. She refused to switch it out and sold me a pair of glasses knowing that and to this day will not do anything to resolve or correct the matter! 

  The owner has an obligation to service and adjust the frames and refuses to do so! That is part of the problem! She refuses but her partner and husband has helped me and that makes her ****** off! They are not consistent in their business model! ****** has no clue how I had struggled for months to get to their location to have my glasses adjusted as I could not drive.

  She hounded me for the first month asking me to leave a ****** review. I told her I do not do online reviews. 

  In Addition, she is very rude and has a completely different personality towards me and my dog and is disrespectful along with discriminating me along with my service animal!

  I have witnessed first hand other dogs in the store and they are not treated the same way as we are treated.

  Her response is lacking in truth! Never has an eyeglass store refused to repair/fix or even replace the parts that they broke! The s**** is stripped and it is due to her and her husband as they have been the only ones touching and fixing me glasses. She even questioned me as if I took them somewhere else to have them adjusted?! I replied, no Im loyal to EYES ON Broadway, LLC! I have sent many customers their way and regret it as no one should be refused service as they are disabled and struggle to get to their location.

  Lastly, she has no clue in the condition of my glasses as she refused to look at them. I find her response ridiculous and unprofessional just as she operates her so called business!
  

  Her background and passion for the business is lack luster and hope she is successful in her next venture as she is not professional and only cares about making a profit!

  Eyes on Broadway is a scam! They dont even provide cleaner for your glasses! I was told to make my own?! Really? How expensive is a spray bottle of eye glass cleaner? That should have been a red flag! How absurd is that? They can sell me a bottle for 10 bucks!

  If ****** was a professional that she claims to be one would think they would be a member of the BBB. They will not succeed in this town as word will spread very quickly how they just peddle frames and not service their residents who live here! They scam all the tourist and sell the frames only so there is no follow up for them. Its a fly by night scam of a business that sells overpriced frames! 

  Honestly, I find her response threatening as she stated that the police will be involved next time! She is very scary and has a different personality when her husband is not in the store with her! Watch out if you are in the store alone with ******! She has a real mean streak and did in fact threaten me and accused my service dog of stealing her dogs treat during another visit.
  

  I suggest that ****** should speak with her husband as he has a completely different mind set for business and is customer driven as she is not! She has a mean streak and is visceral when she does not care for you as she tries to take your money! No refunds! Yeah! I get it! There is a human element to running a successful business and clearly she does not have that skill set! 
  

  The same applies to her untrained dog Pepper who scratches and jumps on customers! I had scratches all over my legs one visit as she could not control her dog which is a liability and she did not even apologize or appear concerned! That is a fact!

  Mark my words, they will not be a success here in ******* if they continue to treat customers as they did me!

  Cheers!

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

*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. ↩