We hope Mr. Jardon found this satisfactory. This credit will be processed once we receive communication from ******************** regarding the coating replacement option and the original product has been received. Please see the attached response to the complaint filed against Eyeconic by ***************************.

i would like some assistance in this matter. On April 11, Mr. ******purchased contact lenses on Eyeconic, and his prescription was validated Saturday, April 17. Thank you. I was dissatisfied with part of the order, read the return policy and that week sent back the opened box order per the return instructions. As explained prior, the prescription was re-done by my doctor and re-sent to Eyeconic multiple times. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. A refund does not make anyone whole when they're being forced to jump through hoops, take time off work, and have multiple doctor visits for a single pair of glasses for which they will no longer even have, due to the vendors inability to provide services. We cover the cost of shipping and ask that the customer provide an updated prescription to ensure the glasses are re-made correctly. I've waited longer for less customized and tailored things. My order number is EYECMO101330099. While I appreciate their response once contacting the BBB this is not information Eyeconic or VSP share when contacting them. Please see the attached response to the complaint filed by Ms. *********************************************** ID: ********. I proactively attached the new prescription with the updated doctor feedback. Due to the inconvenience that this has caused, we have issued a refund of $45.00 to the original payment method on file to cover the cost of the prescription re-check. The original order took multiple weeks to fulfill and be delivered to me, and I work a full-time job while working through a full-time graduate school program, and I cannot be without glasses. Since he does want to do this, we will not proceed with his order. There are 4 different etchings in the field of vision that cause severe headaches. On April 11, Mr. Jardon purchased contact lenses on Eyeconic, and his prescription was validated Saturday, April 17. Better Business Bureau:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, as long as they can send me the replacement pair before I return the pair that I am unhappy with. Please see the attached to the complaint submitted against Eyeconic ***********************,Complaint ID: ********. Our records show the order was fulfilled based on the prescription image **************** provided. Going back a fourth time would not have given me any more information or evidence than what I had been given the day prior. Eyeconic accepted and claims to have remade the lenses. On May 6, we received Mr. Jardons contact lenses in our Returns department. And, I got the best price for high-quality progressive bifocals. The amount that wasnt covered is about the same as ordering full price lenses making me feel that this is basically a scam to sell insurance covering an enormous markup. My Doctor subsequently confirmed the height was still incorrect, and provided Eyeconic with updated "remarks" on an updated prescription (the third such update despite the prescription itself not changing). As explained in the previous correspondence, once his glasses are received back in our Returns Department, we will process a full refund and reinstate his vision benefits. its been over a week and i have never received my order. On May19, Mr Jardon responded that we needed to contact his eye care provider for his current valid prescription. Please allow 3-5 business days for the refund to reflect on your bank account. Unfortunately the prescription on the left eye is off because it wasnt done/entered properly. Do yourself a favor and find a different company that actually cares if packages get to their customers in a timely manner. Your inability to understand this is what ultimately spawned the BBB complaint. Due to COVID precautions, we were not able to immediately open Mr. Jardons return package. Your team rejected the new prescription because it matched the old prescription. Going back a forth time would mean going back a second time for the same request, and getting a second copy of the third prescription I already sent. And I still haven't received them! Eyeconic delivered both my prescription sunglasses and eye glasses within a reasonable time. My left eye is small and blind and I couldnt specify my left and right PD (which are different). We are confident that if we have these precise measurements, we will fare better with this pair of glasses.We hope that **************** finds this satisfactory.Sincerely,**** St. GemeManager, Eyeconic Operations. At this time, we have not received an updated prescription from ****************. Twice I called customer service and received excellent care. I can see clearly nowyou know the rest. We again informed him that we required a valid prescription to process an exchange. Anyone can write a Trustpilot review. Please see the attached response regarding Complaint16430485 versus Eyeconic. It was received on time and accurate!!

We use dedicated people and clever technology to safeguard our platform. On May 17, our Returns department received an email from Mr. Jardon requesting an update on the exchange process. On December 26, **************** expressed frustration in response to our policy. They contacted my doctor for me to get my prescription sent to them. I returned this item per their return policy less than a week after receiving it for an exchange, and now I'm three months with no return, credit so I can use my benefit elsewhere, or the product to use. The exchange was described as my only option. The system isnt as easy to use as some of the other online providers. This is completely unreasonable, this company is fraudulent and stealing peoples money. Our Returns department called his eye care provider with the information provided by Mr. Jardon. Our Customer Care team responded the same day and explained that his eye care provider has been unresponsive to our requests for his prescription, and that we could not proceed with the exchange without the required documentation. My eye doctor confirms the lenses were never remade and provided me a new print out, a third prescription stemming from my third visit, explaining this fact. My feeling is not great customer service! Very disappointed with this company. I purchased a pair of glasses 3/1/2021. My insurance company will now show I already used my benefit and I have to go all year without glasses! On May 6, we received Mr. Jardons contact lenses in our Returns department. We did not receive a response to the repeated voicemails that were left for the provider. Eyeconic's support team continues to reject and deny that this took place, even after being sent all three versions of this prescription, and refuses to take responsibility for their false claims that the lenses were remade. Eyeconic support told me to take the glasses to a partner or my eye doctor. However, the new glasses were the same as the old, they were never remade. I appreciate the efficiency of your service and the fact that we were able to get our prescription sent over to you and have the contacts delivered with the confidence that the order was placed correctly and arrived very quickly. I called company and informed them of this issue that i started having before my warranty period expired. Eyeconic has failed to follow the prescription provided by my doctor and my glasses were not made correctly. Contacts shipped one day shy of two weeks ago. If he preferred to exchange his contact lenses for something else, then he would need to provide an updated prescription. On July 6, Mr. Jardon contacted our customer care team requesting a supervisor review his requests. On May 10, Mr. Jardon responded with the box information, and that he would also like to initiate an exchange for new contact lenses. These are only about half as dark. We emailed Mr. Jardon to notify him know that him that his eye care provider was unresponsive, and we would not be able to proceed. Now accepting VSP, MetLife & more. Mr. Jardons prescription was validated as a courtesy to Mr. Jardon, as his eye care provider was unresponsive to our requests for his prescription. This business should be shut down for fraud. It is very unfortunate and disheartening to see this company manipulate and lie to their customers and default to a response of just keep going to your eye Doctor, to make it the eye Doctors problem. All reviews are published without moderation. Companies can ask for reviews via automatic invitations. When I went in to check the prescriptions, my son who is (16), was not showing. BBB Business Profiles generally cover a three-year reporting period. It was their mistake they should of said Ill send ASAP! We did not receive a response to the repeated voicemails that were left for the provider. During my recent call with Eyeconic owned by VSP, this was not an option even after sharing my previous contacts two years ago. Mr. Jardons prescription was validated as a courtesy to Mr. Jardon, as his eye care provider was unresponsive to our requests for his prescription.

Will contact my vision benefits company to file formal complaint because this is unacceptable and now I have no glasses benefits for a year & these are worthless. He thought that he could get his prescription filled and get the frame he liked. Eyeconic policy provides a one-time redo within six months of the customers order date. She should of got a manager to work this out! We attempted to contact Mr. Jardons eye care provider on May 20. Will order again in the future. Well guide you through the process. Our Customer Care team responded the same day and explained that his eye care provider has been unresponsive to our requests for his prescription, and that we could not proceed with the exchange without the required documentation. Heres the problem! I would have bought a medium frame, instead of a small. I am a little uncertain about the near vision but perhaps my eyes are still adjusting. I received a faulty pair of glasses (one of the lenses does not fit the frame). At this time, we have reached out to Mr. ******via email to let him know his refunded has been processed for both is out-of-pocket cost and the portion of his vision benefits that were used. After we reviewed Mr. Jardons order and requests, a supervisor contacted Mr. Jardon to explain that we needed a valid prescription to continue with an exchange, or we could partially refund his order for the contact lenses he had returned.

I asked if I could send them back for prescription verification and correction, they said that due to Covid I could not do that. HOWEVER, they will not send back a replacement until AFTER I ship and they receive my current pair. The email with the shi**ing wont u*date. Mr. Jardon responded again the same day with the phone number for his provider again and explained that his provider has retired but is still faxing prescriptions. So before I ordered them again I made sure those problems were fixed, my insurance is out in Sac. Ive had the same rx for 20+ years and probably 10-12 pairs of glasses from other vendors and not one single pair caused headaches or had my prescription written in the lenses in 4 places. At this time, we have reached out to Mr. Jardon via email to let him know his refunded has been processed for both is out-of-pocket cost and the portion of his vision benefits that were used. BBB Business Profiles are subject to change at any time. ***** style="color: rgb(36, 36, 36); background: white; font-size: 10pt; font-family: Arial, sans-serif; line-height: 107%;">. Ordered contacts and the wrong ones came, I called customer service and they admitted wrong ones sent. Our Returns department called his eye care provider with the information provided by Mr. Jardon.

We understand Mr. Schoonbeck's frustration and we apologize for the inconvenience. (The small seems like it is more for a smaller teenage face FYI) The good thing is that they didnt have to be adjusted and dont fall off my face. My doctor has graciously provided Eyeconic with three different prescriptions, all with identical measurements. Can i get my item? Your benefits have been reinstated, so you will be able to apply them to the new order. The information was relayed to Eyeconic, a new prescription was provided. I have dual VSP benefits. Eyeconic required I go back to my Doctor a forth time for the same reason, for which I refused to do, as I had just gone not 24 hours prior and already confirmed the glasses were remade incorrectly and supplied their support team with this information. ******************** disconnected the call. ***** style="color: rgb(55, 61, 65); background: white; font-size: 10pt; font-family: Arial, sans-serif; letter-spacing: ****pt; line-height: 107%;">. Unfortunately, due to Covid restrictions, we are unable to access our returned products. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. Eyeconic can continue to argue their point and manipulate facts but the true facts are as follows: I went to my eye doctor to get a prescription. I received the "new" lenses, with the identical problem. Mr. Schoonbeck can then place an order with another entity and use his vision benefits.

I am unclear what further remuneration he expects. We do offer lens redos as a courtesy, with no additional charges to the customer for the labor, materials, or the shipping for the original and new product.



Sitemap 5