Lenscrafters #LC1643
Complaint 16245 Details

On Friday 8/26/11 my husband & I went to Lenscrafters to have our eyes checked & get glasses. Eye exam was fine, Dr. was very professional & receptionist very courteous. Paid for that portion of service & went in for sales person to assist us with picking out frames & getting glasses. When all was said & done even after our insurance was applied, the balance was $546.17. Well our glasses couldn't be done in an hour & we were told it would be 10 days. We are now raising our 6yr old grandson whom we have no insurance on yet. We had just picked up his glasses Wed. 8/24/11, which were paid for out of pocket and still had tons of much needed dental work to be done. Therefore, we explained to the sales person we were needing to keep our glasses within the amount our insurance would cover. After we were done with my glasses, my grandson & I went out in to the mall while Papa got his. When I asked my husband the total, I was shocked because we have good insurance & had went with the bare minimum on everything at this point. When I checked over the receipt and compared it with the coverage provided by insurance, I noticed that we had been overcharged. e.g. Insurance states for Standard Progressive Lens, Members Cost is $60 Copay. We had been charged $127.00 on each pair of glasses. Total of $254 instead of $120. This was less than 2 hrs after leaving the store. So, I called Lenscrafters & spoke with the sales person that assisted us & cancelled the order. He advised me that he would let supervisor know first thing next morning. I questioned the fact that since our glasses were being sent out to be made, if waiting
til the next day to cancel would result in any charges. He assured me that this was not going to be a problem. Yet, today 8/29/11, I noticed that Lenscrafters has deducted $546.17 from our bank account. So, I called Lenscrafters to see why this occurred. I spoke with Shawna, a manager, and explained that this order had been cancelled within 2 hrs of being placed. Therefore, the charge should have never went through. She stated that yes she was the one who handled that, but she didnt know how to credit it back to our card so she has sent in a request for a check. This will take a couple of weeks though. I asked why the charge wasn't cancelled the day it was made, why did they wait 3 days then process it, then process it as a refund check? She could tell I was upset and said well I tried to call you back Friday 8/26 and no one answered, and she hasn't tried back for the last couple of days. I asked her if she left a message then so we would know to get back with them to get the issue resolved. I explained we have both an answering machine as well as a digital answering service for when the phone is in use. She stated, "I don't remember." Then said she would contact corporate to see what she can do. I was extremely upset after getting off the phone because we had an appointment this evening to get our glasses. However, we've had to cancel since the funds are tied up now. I then logged on to our digital voice account to see what time she had tried calling us. She lied! I checked both missed and answered calls, because if either answering machine takes a message, it goes under answered calls. There has not
been any calls placed to our phone from Lenscrafters. It has been 3 hours since contacting them and still no word. So I called back to find out the status of the refund and was told, "Well we don't really know anything yet. We are working on it." So here we are out $550, for a charge that should of been cancelled that evening, can not get a straight answer from the manager, and no idea when the monies will be back to us. Thus, we are doing without glasses we need. It seems that it should be illegal for a corporation like Lenscrafters to do this to consumers.