- Report: #1202990
Complaint Review: America's Best Contacts and Eyeglasses - Colonie New York
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Author Not Confirmed
Why?
America's Best Contacts and Eyeglasses
1545 Central Ave Colonie, 12205 New York, USA
Phone:
518-452-1111
Web:
www.americasbest.com
Categories:
Business Rating:
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America's Best Contacts and Eyeglasses Failure to issue promised refund Colonie New York
My experience with “America’s Best Contacts and Eyeglasses (ABCE)” was extremely disappointing.
I bought almost $1000 in eyeglasses from their store – eyeglasses and sunglasses. When I received them, I determined quickly that I could not see at all. Since ABCE guarantees their products for 30 days – exchange no charge – I returned them. When I was re-examined, it was determined that my first exam was enormously incorrect. ABCE cooperatively assisted me in selecting new glasses and re-ordered for me. Since I could use the reader portion of my glasses, I kept the incorrect ones with the understanding that I would pay for the ordered glasses but would receive a refund when I picked up the new ones.
The trouble began when I asked for my promised refund. It took at least 10 minutes of explaining to the ABCE employee (who is also the assistant manager) before she understood why I should receive a refund. When she finally understood, she issued the refund in 2 separate transactions. When the second refund didn’t post to my credit card, I contacted ABCE and was told by that same employee (the assistant manager) that they had issued both credits, had proof, and that I should contact my credit card company. My credit card company credited my account with the disputed amount with the plan to contact ABCE for an explanation.
Instead of contacting their own store employee (the assistant manager) for an explanation, ABCE chose to notify my card company that they had issued a credit, relieving them of their obligation. They totally missed the fact that I should have received 2 credits. My card company re-billed the amount they had initially credited and put the ball firmly in my court.
Now, I must scan and upload my receipts along with a detailed description about why I should receive the second refund. This issue is requiring hours of my time on hold, gathering and preparing documentation, uploading files, etc – when a call by ABCE to its own store and employee (the assistant manager) could have solved the problem. Incidentally, I had to return to the store to pick up a pair of sunglasses that was ordered after the first pair (to make sure the new prescription was accurate), the ABCE employee (the assistant manager) asked if I had received my refund. I explained that I had not and had begun the dispute process with my card company, she advised that she was glad – that the matter would then be handled by ABCE staff above her level.
The issue remains unsolved.
