ComplaintsforEye Q Optique

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Friday 10-20-23 I went only to get an updated prescription. My first experience at this establishment. Posted on the exterior is the proud announcement that they are woman-owned, which probably subconsciously made me more trusting when I walked in. At the end of the exam, after putting my contacts back in, the optometrist said "OK, let me make sure those fit properly." I thought this was odd given that I had been wearing this brand/prescription for 2 years without issue and they were the lenses I walked in wearing. Anyway...she shined lights in my eyes, asked me to look up and to the side, then said, "Yep, those fit fine." Of course they did.When I exited to pay I was told that I owed $85. I asked why I was being charged $85 if I had insurance. The woman sheepishly said that insurance did not cover the "fitting fee" of $55. Confused about the insurance, not wanting to make a scene, and needing to get back to work, I paid, figuring that I could revisit the issue later if necessary.On my way back, I thought "Wait a minute, I didn't purchase any eyewear. What was this "fitting fee" for, anyway? And if it was a legitimate charge, insurance should cover it. Were they charging me $55 for shining a light on my current contact lenses, a process that took, at most, 55 seconds and that I did not ask for? Surely there was a mistake made in the billing instead."Upon my return I emailed the company requesting a refund of the phantom "fitting fee." I expected an apology and refund that day but did not receive a response. I stewed about the situation all weekend and today still have yet to hear back. Seeing they failed to respond to a previous issue submitted to BBB, I expect to continue to be ignored, at which point I will have to up the ante. I also now suspect that I am not the first person to have been a victim of this scam. Even if someone did need a new purchase "fitted", how in the world is a $55 fee justified? Ridiculous, blatant profiteering.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ** February 2023, I entered into Eye Q. Optique At IMD to canvas their eyewear. I returned Tuesday, April 4, 2023 to purchase a pair of glasses. I was misled and never told of additional cost for progressive lenses. I was notified to pick up the glasses once there I placed the glasses on my face, but immediately engage in a conversation with the clerk that I could not see out of the glasses. She shared with me that I need to pay an additional $200.00 to be able to see. I immediately said, what am I going to do with $600.00 glasses that I could not see in. Sana the Optometrist said, that would be the only way I would be able to see out of the glasses. I asked if I could see the glasses I initially tried on, she said, we gave you the glasses off the showroom floor. I would Never purchase used glasses. I asked for a refund, I was instructed to look at the bottom of my receipt. No Refunds. No Exchange. I asked to speak with a manager, I was told the manager was out on medical leave. (policy violation) FMLA she gave the managers name. My complaint: I can't see with the glasses they provided and they refuse to do anything about it. I refuse to take possession of glasses that I had no use for. They did not disclose their policy nor correcting the eyewear problem. Attempts had be made to correct the issue, I wrote and email to the company only to find the same person I spoke with is the same person receiving the emails. I was denied an opportunity to speak with upper management, as well email addresses to address my concern. Please help.

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