ComplaintsforUnique Family Eyecare

• Initial Complaint

  08/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 5, 2023 I had an eye exam performed, had glasses ordered for corrective vision at that time. I received my glasses on June 12,2023, i returned home ( ******************* ) on June 18,2023. Since then trying to perform my day to day activities the glasses/prescription were too strong and uncomfortable for me to use, i called the business to ask what's my recourse to solve this issue, after several days and a few weeks of being put off i was told i would have to make another office visit which i can't do i live in the ************** and don't have any plans to make it back to ********** for a office visit. I asked can i return the glasses and receive a refund ( $ ****** ) my total paid that day, i was told they couldn't do this. Please assist if possible, Thanks in advance.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had my first appointment at Unique Family Eyecare on 04/09/22 which I went in for contacts and eyeglasses. When I left that day, I was given my eyeglass prescription but told I had to do a follow up to get my contact prescription. I did my follow up on 04/23/22 and I told the doctor that I needed a stronger prescription. She gave me a stronger prescription for one eye and they worked perfect. The doctor said I can just call over the phone for follow up and get prescription. I told them that I want to just finalize my prescription and go. I was told that I would receive my contact prescription by email on that day and still to this day I have not received it. I have called several times and left messages and spoke with a lady at the front desk who says the doctor has to finalize the prescription and she won't be in until tomorrow. All I want is my contact prescription I paid for to be emailed to me. These people are the most unprofessional group of people i ever dealt with in my life and I will never go to this eye doctor again.

  Business response

  05/27/2022

  From: ************************************* <*******************>
  Sent: Thursday, May 26, 2022 9:42 AM
  To: *********************** <******************************************>
  Subject: Complaint 17192388

   

  Good morning,

   

  Natasha Ikhine has received a copy of her prescription and a referral to another office for her continued care. I am the doctor that she sees, and I work on Thursdays and some Saturdays. There is another doctor who works here, but she can not finalize a prescription for contact lenses if she did not check them. 

   

  As she stated when she came on 4/23/2022 for her follow up we made a change in her prescription. She did not ask me to finalize her prescription at that time. She wanted to try the lenses to make sure the new prescription worked for her since the first one did not. Instead of making her come back into the office for another follow up visit, she was told that she could call to finalize if they worked or return to the office for another follow up appointment if they did not. Offering her this convenience is the reason I am now spending time emailing you. Moving forward, patients will come back for additional follow *** so they can get their prescription while they are here. 

   

  With new patients, the standard of care is to have them wear their lenses for at least 1 wk to make sure 1) the prescription works and 2) to make sure the patient does not have an allergic reaction to the material of the lenses. We also do follow up visits when we change the type of prescription. In her case, we switched from a multifocal fit to a modified multifocal fit on 4/23/2022 which she had never worn. 

   

  The letter states to respond within 7 calendar days. The letter is dated 5/14/2022. However, it was delivered between 5/23-5/25 as it was not delivered on my last day here which was 5/21. 

   

  Please confirm receipt of this email via email. Do not call and leave a voicemail as we do not have access to Lenscrafter's voicemails. I work as an independent contractor within Lenscrafters. Ive requested they disable the voicemail several times as numerous people state they left a voicemail. It seems like at this point it should be full so that people can not leave voicemails. Let me know if you have any additional questions. 

   

  Thank you for your time,

   

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

  --

  Unique Family Eyecare

  4002 Hwy 78 Ste. 100

  ********** **, 30039

  Ph:************

  Fax:************

   

*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. ↩