Description of Work
I had an older pair of contacts, but decided to get new ones with an updated prescription. I was told the cost was $300 for the new pair. I promptly paid $300 and was given the contacts in May. In 3 weeks I was having problems with the fit and went back for a refitting. They took the new contacts and said they would order another pair that would fit better. Seven weeks went by and they had not called me. When I called them, they said they had told me the wrong price (this was the first I even knew of this problem), and I should have been charged $500 for a pair of new contacts. They explained that the $300 quoted to me was for replacement of lost pair of contacts under the insurance agreement that I had purchased from them for $40.00. I continued to wear my old pair while waiting for the new ones to arrive. There was minimal communication from their office to me from May until November (over 6 months!) and I still did not have my new contacts I paid for in May. Meanwhile I lost one of the old lenses and told them I wanted to replace the old lense under the insurance I had with them. I talked to Dr. Maxwell, telling him I was really upset that there had been very poor communication from his office and that I did not understand why I was without contacts ordered 6 months earlier. He agreed that I had good reason to be upset with Whylies and the lack of communication. He asked a customer relations person (Penny) to work with me to solve the situation. She told me at first that they would really work with me to solve the problems. She found that the new pair of lenses had not even been ordered so she would get it ordered immediately. I asked if they would give them to me for the $300 replacement lense cost because of all the trouble this had been to me. She said she would try to slip it through billing for the lower price, and if they caught it, she would just say she misread the cost (essentially she would lie). Then in a week she called my answering machine and explained that the Whylies corporate manager, Dr. Maxwell, and she had decided it would be in the best interests of me and Whylies if they refunded my $300 that I paid and the $40 insurance premium, and then I could go elsewhere to get my contacts. She said this was "to be fair to everyone and to make everyone happy." I did not think it was fair to me and I was not happy at all. Maybe Whylies thought it was fair, but I think it was unethical for them not to keep their promise. It will cost me several 100's of dollars more to start all over with a new optometrist, get a new exam, etc. and it was only in the best interest of Whylies not to honor the insurance agreement. Now I have been without contacts for 6 months trying to figure out who to go to as my contacts are bifocal and astigmatism (not easy to fit). My old lense is worthless because I can't just wear the one alone and see well at all.
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