Complaint Review: Cohen's Fashion Optical Roman Rakhimov

I purchased contact lenses from Cohen's Fashion Optical in Sunrise Mall Massapequa in March that I received in July(and paid for completely). I was given the full supply of the perscription but when I tried them at home I was unable to see clearly out of the contacts. I returned the complete system of lenses and was re-examined by the Optometrist and given a new perscription which I received a test pair for in August.

Upon receiving this test pair I was immediately (in store) able to see and requested them to order the full perscription. I have a specially made lense so I knew they wouldn't be ready in less than a month so I waited. After no hearing anything for a month and a half I contacted Cohen's and they said the order was still not in.

I made multiple attempts (via phone and in-store) to find out if my lenses were in yet but I was told time and time again that they were still not ready. November 21, 2008 I called Cohen's and complained that it had been four months and I still didn't receive my lenses.

I was lied to by a store associate that I was speaking to the manager Mindy, and she also said I didn't pay for my contact lenses. She determined I did pay for the lenses and I determined she wasn't the manager. After speaking to the Asst. Manager Frank (who also told me he was the manager) he determined that it was my fault for not checking up on them and that they DO NOT REFUND MONEY.

I complained to Frank that I wanted the number to his boss and he said he had none but he did have a district manager which he refused to name or even give his own last name or initial. After getting no where with Frank I decided to email the BBB.

I received a call 45 minutes after the initial phone call to Cohen's from a man named Roman Rakhimov who also claimed to be a manager. In a calm voice he explained he could have my contacts in 10 days but when I expressed I wanted my money back he dismissed my request and explained I was over the 30 day limit.

I was very upset at this point and tired of being chastized for being a polite consumer and decided that I would talk to Roman on Monday. After thinking about it for 30 minutes I decided to once again contact Roman and try one last time to get my money refunded.

Roman talked to me again in a overly calm chaastizing voice and explained that I was over the amount of days for a refund, I don't understand this because I never received the product so how can I be over the refund period? I also was furious because the order was never placed but when I hung up for the first conversation they went and placed the re-order.

This issue has not been resolved and I feel as though Cohen's of Sunrise Mall will not bend unless I have 3rd party interference.

I feel as though I am being ripped off for being a patient and understanding consumer. I don't want any free products or services, I JUST WANT MY MONEY BACK!

Brooke w
wyandanch, New York
U.S.A.