I was able to open and review the complaint regarding Mr. [redacted] complaint ID [redacted]. Unfortunately this is a situation where the patient did not understand we had no control over. Yes, he ordered glasses from us, however, the product he ordered (transitions with polarization)...
was on back order from the optical lab we used. We did try to explain to him and did make changes to get his glasses sooner. During processing at the lab, they noticed a flaw and had to remake the lenses. This increase delay in delivery time to the patient. No matter how much we communicated to him the situation, he would not have it and wanted a refund; which we did do. Now, in regards to the refund, we make the request to the bank to return the patients money however, as you know, it is the bank's discretion on how quickly they reinstate the funds which we have absolutely no control over. It appears the patients has an unrealistic outlook on custom orders, which glasses are, as well as typical standard of policies on how transactions are processed thorough his bank. Should have any additional questions, please do not hesitate to contact me at the numbers listed below or my direct cell [redacted].Have a great day,[redacted] ABOCPractice Administrator
I was able to open and review the complaint regarding Mr. [redacted] complaint ID [redacted]. Unfortunately this is a situation where the patient did not understand we had no control over. Yes, he ordered glasses from us, however, the product he ordered (transitions with polarization)...
was on back order from the optical lab we used. We did try to explain to him and did make changes to get his glasses sooner. During processing at the lab, they noticed a flaw and had to remake the lenses. This increase delay in delivery time to the patient. No matter how much we communicated to him the situation, he would not have it and wanted a refund; which we did do. Now, in regards to the refund, we make the request to the bank to return the patients money however, as you know, it is the bank's discretion on how quickly they reinstate the funds which we have absolutely no control over. It appears the patients has an unrealistic outlook on custom orders, which glasses are, as well as typical standard of policies on how transactions are processed thorough his bank. Should have any additional questions, please do not hesitate to contact me at the numbers listed below or my direct cell [redacted].Have a great day,[redacted] ABOCPractice Administrator