eye HATE Envision Eye Care

I am posting a letter I sent to my bank disputing a charge with Envision Eye Care in Savannah, GA. We just found out that our bank is denying the dispute since it was a "face to face transaction." I don't know why it took so long for them to decide that but I am more than annoyed. So I am posting it here to vent and make myself feel a tiny bit better.

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On Wednesday May 12, 2010 I took my son, Lucas to Envision to pick out new glasses. They were a new prescription and the whole reason I went to Envision is that they accepted our insurance. My son gets one pair a year on his insurance and we found out that he was not yet eligible for his free pair for this year yet. I decided to just pay out of pocket and BEFORE paying I asked when the glasses would be ready because my son is EXTREMELY near sighted and cannot see without his glasses. I was told that the glasses would be back within three days at the longest, so I went ahead and paid for the glasses. They were $129.00

On Saturday May 15th I called as soon as Envision opened. I didn't get an answer so I left a message saying that I was calling to see if my son's glasses were ready. I did not get a response and called back thirty minutes later. This time someone answered and I talked to Lisa. She asked me to hold on while she looked up the status of my son's glasses. I was told that the earliest that the glasses would be ready was May 27th. I told her that when I paid for the glasses I was told they would be ready in three days. She said that there was nothing she could do that because his prescription was so strong they had to send them out. They never called and told me that the date had been changed. Also, if I had been told when I purchased the glasses that they could take at least two weeks I never would have never paid for the glasses, I would have went somewhere else. Lisa apologized and the call ended.

I was very upset and immediately started calling other eye glass places to see if they could make my son's glasses quickly. He is in school and has to have glasses to see. I finally found somewhere that could make his glasses in an hour. I called Envision (for the THIRD time) that day and told them that I wanted to cancel my order since they were not delivering my son's glasses in the time frame that we were promised. Again they looked up the status of the glasses and said they were showing that they would be ready on May 27th at the earliest. They said they understood why I wanted to cancel.

We went to LensCrafters and purchased my sons glasses and they were ready in less than an hour. We paid $169.97 which was $40 more, but I didn't mind paying at this point because my son needed his glasses and he had been without them for several days and I was getting the other glasses refunded.

Just as we were walking out of LensCrafters I got a call from Envision telling us that they would not refund our money after all and that the glasses *might* be ready on Monday May 17th. When I explained again that the reason I wanted a refund was that the glasses were not going to be ready like promised they still said they would not issue a refund. When I told them that was unacceptable because 1)the glasses were not ready as promised and 2)we were told that a refund was not a problem and 3)I already purchased another pair of glasses I was told that "well it is always good to have two pair of glasses. We argued back and forth for several minutes and the lady told me that nobody would have told me at Envision that I would get a refund. I asked the lady why then would I go and buy more expensive glasses if I hadn't been told that a refund would be no problem. It just does not make sense. We could not come to an agreement on the phone so I informed Envision that I would be disputing the charge with my bank. I immediately called to dispute the charges.

Also, I called on Monday 17th to see if the glasses where in like I was told on the phone that they *might* be ready. They were not. I did get a call on Tuesday May 18th saying the glasses were finally ready. Again I told them that I wanted a refund and that I did not want the glasses. I honestly believe that after I asked for a refund (and was originally told that it would be okay) that they put a rush on the glasses.

If the glasses had been ready as promised this whole dispute would have been avoided.

I Hate Badcock

This is a copy of an email I sent to the corporate office after all the problems we've had with getting our furniture delivered from Badcock:

My husband and I went to the Badcock in Pooler, GA on Feb 20, 2010 and spent about $5,000 on furniture to be delivered on March 1st. We just bought our first house and set up to have the furniture delivered after we moved in. We purchased a bedroom suit with mattress, living room set, and dining room set.

When it came time for delivery the guys showed up with just our bed frame and mattress. The mattress was slightly damaged and the delivery guys told us we could ask for a partial refund or a replacement. When I called the store and talked to the manager (Seth) all the rest of the furniture was sitting there so they said they would be back later that night. He also said he would give us a partial refund for the damaged mattress.

On the second trip they came with the rest of the bedroom furniture and damaged the headboard (which they took back with them) and only brought the end tables, coffee table, and TV stand. No couch and no kitchen table. So I called Seth again and he said he told them not to bring the couch and that he could have the furniture delivered in 2 days, I told him that wouldn't work so then he promised to have it delivered the following day.

On the 3rd trip the delivery guys brought half our couch and the dining room table but no chairs. At this point it was getting ridiculous. I called back and talked to Seth, the store manager and he told me the chairs would be delivered with the rest of the furniture to save delivery and I told him it wasn't our fault that they kept messing everything up that they could either fix it or come pick up the furniture and give us a $5,000 refund. The dining room chairs were here in 2 hours.

It is now March 20th and we still don't have the rest of our sectional or our headboard that was damaged and no partial refund for the damaged mattress. Our salesmen is the only one that has been trying to make sure we are still taken care of. He called today to let us know what was going on with the couch and when I asked about the headboard he said it showed as delivered and was never reordered even though the store manager promised to do so.

Our sales man says that our furniture SHOULD be in this following week and delivered on Friday but at this point I have no faith in Badcock. It should not take 5 deliveries to get our furniture. I should not have to call the store manager over and over. He could care less about making this right. The only person at Badcock that has been good to us is our salesman Matthew

Want to Play Guess When We Can Get Online?

Last night when I got home the Internet was on again and it was still on this morning. Silly me called and canceled our appointment with the service technician and then an hour later our Internet was back out. Obviously there is something wrong since our service is randomly coming on and off so I called Comcast Customer Service to reschedule the appointment and now the soonest we can get someone is Tuesday evening. Currently the internet is back on but we don't know when it will go out again or why.

Netflix No Longer Sucks (as much)

So after the double charge a few weeks ago I ended up writing a letter to the corporate Headquarters not expecting to hear anything from them. The plan was to cancel our account on September 25th since the next day we would be automatically charged for the next month. (I didn't want to cancel before we got our money back or in the middle of a month we had already paid for.) As the cancellation date got closer and closer I started to get sad because we REALLY love Netflix except for this last month. Honestly, living paycheck to paycheck sometimes the DVDs are our only way of having a little fun. Every single day when he gets home from work Curt always asks "Did we get any movies?"

We kept going back and forth over if we would really cancel or not... I ended up deciding we would cancel if we didn't hear ANYTHING back from Corporate but we would stay if they apologized (especially if it involved any sort of compensation for their crappy customer service.)

Friday night we came home to a voicemail from corporate regarding my letter. Today after playing phone tag for a while I finally talked to Aleina. She apologized over and over and said that the customer service agents that I dealt with will be going through extra training to learn how to actually do their jobs (okay those weren't her exact words.) She also said she would be giving us 50% off the monthly fee for our troubles. (I was hoping for at least a free month but hey, we'll take it. Actually we do get a free month in a way. We get 50% off whatever plan we are enrolled in on Sept 26 so I just bumped up our upgrade and with the discount we will be getting double the amount of movies we do now for less than what we normally pay for a month.
So for at least another month we are Netflix customers. Oh and Aleina told me to keep her number on file and anytime that if we have any future problems at all to just call her directly.

Netflix Rant

I usually check our banking online just about everyday. This afternoon while I was paying a few bills I noticed that we had been double charged by netflix. I called netflix customer service and was told that I must be confused thinking that they took out money on August 26 (which is the day is usually comes out) but was instead charged today. When I tried to explain AGAIN that they double charged me then I was told that I must not have had enough money in my account when they tried to take it out on the 26th so they took it out yesterday. We had enough money in the account, it is an automated payment set to come out the 26th of every month. The lady would not listen. She is an idiot. I would have asked to talk to a supervisor but by that time I had a hungry toddler trying to grab the phone screaming "my turn! MINE!" and pulling on the cord.

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After getting Lucas a snack I then called my bank. I was told I have to fax or mail in a dispute charge form. I decided to try and call Netflix again.

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The second time I got a man who acknowledged that I had been charged twice yesterday. That the money did not come out on the 26th because the company that does their automatic debit collection was having problems on that day. Even though he could tell I was charged twice he told me I just had to wait for one of the transactions to drop off. When I asked him when that would happen he told me he didn't know. When I told him this wasn't good enough because THEY CHARGED ME TWICE and BOTH CHARGES HAD GONE THROUGH and I no longer have access to MY MONEY he told me he would try and find out further from the company that handles the billing and give me a call right back. I'm not holding my breath. I think he was just trying to get me off the phone because this guy was RUDE man and didn't like that I just didn't want to WAIT and he kept interrupting me when I was talking.

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If I don't get a call back like I am promised and this is not resolved then I am going to be canceling our account with netflix (that we've had for over 3 years.) I also plan to send a written complaint to corporate headquarters no matter what. Oh and after each call to Netflix I get an email asking if I was satisfied with my experience. When I click "NO!" it sends me a page telling me I should feel free to call customer service so they can help me fix my problem. What if Customer sevice is the problem!?! Crappy customer service really ticks me off!