ComplaintsforJack Doby

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased eyeglasses on December 7th, paying $358.20 on my **** Credit card. A month later I have not heard from the seller. Today when I called I was told that the lenses were being madeby an outside vendor and have not " come in yet." This is false advertising. I was told I was purchasing Jack Doby lenses and frames. I'm currently out $358.20 and have no eyeglasses.

  Business response

  01/04/2024

  This customer had contacted us on afternoon of Jan 2, 2023 and sent his email to us at 11:10 pm that evening.   We then looked into this immediately and emailed him back (see Item 1 below).  Customers response (seen below as item 2) - showed his "assumptions".  While he stated that he understood - he immediately contacted the BBB to file a complaint.  As we fully explained to him that his specific insurance required our store to obtain his lenses from a specific lab that they use - we ordered them immediately (day after he placed his order).  We never "promise" anything, especially when we are at the mercy of a specific lab - however, usually lenses are sent within 3 weeks.  Customer also claimed "false advertising" which is without merit as explained in email. Nobody said that we manufacturer our own lenses.  There is no eyeglass company out there that manufactures their own lenses.  Customer also did not take into account the holiday season (labs closed for short day on the Friday before X-Mas and New Years and also closed full day on X-Mas and New Years - thus it was 16 business days that passed when he started his complaint.  And was told that eyeglasses are usually completed within 3 weeks.  Lastly, we responded to his complaint in an email. yesterday (see item number 4).  Patient received full refund this morning. 

   

  ITEM 1:  Jack Doby Email to Customer (in response to his email - Item 3 below).

  On Wed, Jan 3, **** at 9:54 AM, JACK DOBY
  <*****************************> wrote:
  Hello **********************,
  
  We are in receipt of your email dated 1/2/24 (11:10 PM).  Yesterday afternoon, we were looking into what transpired with your eyeglass lenses.  The lenses were ordered thru the lab on 12/8/23.  Your insurance (Aetna/EyeMed) requires us to order the lenses thru their lab only.  This takes longer than the lab that we deal on an everyday basis.  Our manager who is off-site was looking into this as you are correct in that it's been taking longer than it should, but we are bound by what your insurance (Aetna/EyeMed) provides regarding lenses.  The Jack Doby frame ********* was delivered to our store on 12/11/23 and is waiting for your lenses to come in from lab.  
  
  There is no "false advertising".  All of our frames are designed and manufactured by Jack Doby.  All eyeglass stores receive their lenses from the major manufacturers; no optical stores make their own lenses.  At Jack Doby, we use the highest quality lenses, but again, we are bound in this case by your **************** and the lab they require us to use.
  
  Upon contacting the lab yesterday afternoon they said that the lenses went out.  We told them we have not received them and they told us that they are putting in a "replacement rush order" and they are tracking where the original ones are.  Our assistant manager, *****, is back tomorrow (Thursday) and will again be calling the lab that we must use for EyeMed; we will get back to you then with what is transpiring. 
  
  We do very much appreciate your business and apologize for any delay with the lenses.  We will contact you tomorrow regarding the lenses after we get further tracking from the lab.  
  
  Thank you
  Jack Doby Eyewear

   

  ITEM 2:  Customer's Email Response

  ************* Wed, Jan 3, 10:29?AM (1 day ago)
  
  Thank you for your fast response. While I understand the situation now I should have been told this at the time if purchasing the glasses. The sales help used terms like "we" and "our" etc. when describing the various lens options leading me to believe that the lenses were manufactured by Jack Doby.  Given the delay I would have appreciated a update rather than having to initiate inquiry into this matter myself. While I like the frames I purchased you must understand that the primary reason for purchasing new glasses was because my current glasses are broken. This delay brings additional stress to an already upsetting situation. I need new glasses ASAP, even if Jack Doby can provide a temporary replacement.  Please let me know what can be done. If necessary I need to cancel this order and be reimbursed immediately so I can purchase glasses through another company. Thanking you in advance. 

   

  ITEM 3: Customer's initial email on 1/2/24 at 11:10 pm

  Name:*********************************
  Email:*************
  I ordered glasses from your Westbury store on Dec 7th. I was promised they would be ready in 3 weeks. It is now just short of a month and I had not received any update. When I called today I was told that the lenses are being made by an outside vendor (Aetna), and not made yet. This is false advertising. I was told I was purchasing ******************* glasses (lenses and frames).

   

  ITEM 4: Our final email to him on 1/3/23

  After receiving your email this morning - we were under the impression that you understood everything and our assistant manager was going to notify you tomorrow morning after speaking with your insurance companies lab.  We were surprised to then receive this afternoon: (1) a complaint you filed with the Better Business Bureau, and (2) a ****** review for 1 star.  
  
  So, at this time, we will go along with your request to cancel the order.  We will issue you a credit card refund of $358.20 (your payment); however, we do not keep any credit card information on file other than the last 4 digits.  Please bring that same credit card to the store during business hours of 10 am to 6 pm, and we will refund the $358.20 to the same card used for the purchase.  For security reasons, we are unable to do this over the telephone.
  
  We wish you the best with whatever company you choose and we are sorry things did not work out to your satisfaction.
  
  
  

  Customer response

  01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

*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. ↩