ComplaintsforKatzen Eye Group-Lutherville

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I left glasses there to have tint and prescription put in frame. Was given a person to contact with an extension. Phone Judy rings no voicemail and when I CAN GEY SOMEONE ON THE PHONE IM LISTENING TO MUSIC FOR A LONGTIME UNTIL I END THE CALL. I asked to speak to whoever is in charge and I’m listening to music again. I asked to email the supervisor and have them call me. NOTHING.

  Customer response

  11/29/2023

  I have not heard back from this company and they still have my Versace frames I left for them to put the lens in. I want my frames back. This is too long to have my personal frames. This is not acceptable and is a VIOLATION OF MY CONSUMER RIGHTS. 

  Business response

  11/29/2023

  Good Evening,

  I spoke to ******** ******* today (11/29) after receiving a phone call from ********  

   I've also requested for our Lutherville Optical manager to call patient tomorrow (11/30) as well.

  I would also like to add that we have been experiencing issues with receiving emails for complaints which is why there was a late response.

  Thank you,

  Melissa **

   

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9, I took my daughter to Katzen Eye Group in Lutherville for her annual eye exam. After the exam, we proceeded to the Optical department to order glasses. We were somewhat nervous about the exam taken being correct, since it was not administered by the doctor, but rather by a technician, so we specifically asked before ordering if we could return the glasses if they did not work out for our daughter. The man helping us replied "YES - you can bring them back any time within 90 days." Because of this, we proceeded to purchase two pair of glasses with a couple of options, including blue light protection. My daughter picked up her fist pair of glasses on Monday, March 21. Immediately, she could tell that they were not going to work. We went to the office on Friday April 1, after we received a message that her other glasses were in. I asked to return both pair, since they did not seem to be working for my daughter and was told that there was a "no return policy." I was then provided a receipt that included this policy - but that is not the receipt that I was given at the time of purchase. After speaking with someone in the office and explaining that not only had we asked specifically about the return, but also had not received nay paperwork, including a receipt that denied returns, I was still told there was nothing they could do and they would not refund my money. I received a call today (4/4) reiterating their claim and saying that the "No Refund" policy is posted around the office. It is not. Having visited that office several times, I have never seen such a sign, and I assure you that there is no way I would have purchased two pair of glasses if I was not told that I could return them if there was a problem,

  Business response

  06/12/2022

  Business Response /* (1000, 9, 2022/04/13) */ Case # XXXXXXXX External Inbox Sheila Woodling 12:50 PM (2 hours ago) to me Good Afternoon, Lisa, I'm going to hit on all the points and concerns in Mr. *****'s complaint case. The first thing I will address is his concern about the Rx. I pulled up the notes and verified that our OD did see the patient and was the one that finalized the Rx. I reread the complaint and the notes on the computer, and I am not finding where Morgan is having trouble with the Rx. Mr. ***** purchased two pairs of glasses and contacts for his daughter. The disconnect or misunderstanding comes into play at the end of the sale. James did say that if there is a concern with the prescription, he has 90 days to bring them in. I have never heard James tell a patient we will refund glasses. We will remake them one time for either a restyling (The patient doesn't like the frame) or one doctor's change. On March 25th, they came back in with a complaint about the color of the blue coating on the lenses, so we remade them in the silver AR lenses. Mr. ***** came back in requesting a refund on one pair of glasses stating Morgan did not like them. He stated that she is picky. When we explained that we couldn't refund his money, he expressed that James told him we would. Mr. ***** also changed his story about now having trouble with the Rx until we re-asked about her just not liking them. We did call the lab to see if they would make a "special" case for him. They told us what we already knew but wanted to try to help him. We have signage posted in the store, and we also have our policy on our receipt. Mr. ***** first told us his receipt did not state the policy. When my co-worker asked if she could see his receipt or if he could bring it in, he then said, "we did not give him one.". Our receipt states: *Your optical purchase is a custom order that cannot be resold, and therefore it is non-refundable. The order cannot be canceled after it has begun. We will, however, work with you to assure your satisfaction with the products you have selected today. Please reach out to me if you have any questions, Sheila Sheila Woodling, ABOC Optical Director Katzen Eye Group Consumer Response /* (3000, 16, 2022/04/22) */ ***Document Attached*** The response accurately says James said we had 90 days to bring the glasses back when we asked about returning them.... Perhaps we understood that to mean what it usually means, that you can return them for a refund. There is absolutely no signage in the Katzen office, if there was we would not have had to ask about returning the glasses. As far as the receipt, what I said was that I did not receive the receipt with the policy on it that I was given on my return visit to the office. What James provided me on the date of sale was an itemized receipt with no information at all about the return policy.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 08,2021 I was notified by email that my contact lens was in and that I can pick them up. When arrived I could not get them, without having a class for new patient contact lens. I was misinformed by the person that work at that location. I then explained that I was dealing with a time line and that I need yo get set up for this class and need to be set up at the location in Abington, I've been advised that I could not do that and no recommendations would be made. Now that it's December 20,2021 with ten days left in the calendar year. I still have not been set up with a class for my contacts. I have been treated unfairly and i have never had any of hear issues until now. I have spent a day off after being told that the rep would be in today 12/20/2021 and the rep is not in nor was there any class today. I have been given nothing but a run around and no one seems to care. This issue need to be resolved with an appointment so that I can receive my contacts and that I can complete my business with Katzen eye group. I am very disappointed in the treatment and the customer service that I've received. After being along time patient and customer with Katzen eye Group I should start thinking about taking my business elsewhere, because after this terrible experience I have nothing good to say about the treatment nor service that I've been given.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/21) */ Sheila W. 9:28 AM (1 minute ago) to me Lisa, The manager of our Lutherville location reached out to the patient and they are going to Bel Air for the contacts and training. Please let me know if ******** has any other concerns. Sheila W. Optical Director Katzen Eye Group Consumer Response /* (2000, 7, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Katzen eye group Lutherville defected lens External Inbox ***** ******* Attachments Dec 14, 2021, 4:42 PM (17 hours ago) to me Dear Ms **** I purchased a pair of glasses from Kats Eye Grop in Timonium the representative inside the optical shop said that my glasses was defective because the anti-glare inside the Eyeglass lens Was. peeling off and all I could see is Fog. through my glasses today When I spoke to the manager she said she would not replace them free and for me to file a complaint with the Better Business Bureau today I understand there's another manager called Angela price I haven't spoke to her yet if you could please get Kats Eye Grop to honor if they sell defected eyeglasses that it should be replace free of charge I greatly appreciate it I'm a senior citizen and I do not have $500 to buy a new pair of glasses but I cannot see through the old. ones

  Business response

  01/07/2022

  Business Response /* (1000, 11, 2021/12/23) */ Case no. 36184961 ***** ******* External Inbox Levoy ******* <*************@katzeneye.com> 11:41 AM (9 minutes ago) to me, Sheila, Ann, Karen This is a formal response to the above case 36184961 Ms. ***** ******* we recieved the complaint in reference to eyeglass lens we educated the patiet on the issues she has with her lens ,the original purchase date 08/06/2019. Lens had a 1 year warranty which has expired , and lens were remade once under waranty. She was offered a remake for 30% off by my director .

*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. ↩