Eyes In The Park

Thanks for the great review, Nikki!

Thanks for the stars, Sam!

This situation was for sure a bummer and situations like this are exceedingly rare. Of the thousands of frame and lens jobs we have done over the years, I can think of less than 5 frame breaks during the lens manufacturing process.A little background information for anyone who wants to read on…We are fortunate to be able to finish new lenses for glasses in our on-site lab. During this process a given frame has to stretch a bit to create tension around a new lens and keep it in place. If a frame is old and/or brittle, or poorly made, the stretching process can end up breaking the frame. Without creating the slight stretch and tension the lens would be loose and not stay in place as it should.This person brought a frame to us that they bought online that was a little more complicated. It had a plastic liner inside a metal frame and this plastic liner is what keeps the tension on the lens and then the liner goes in the metal frame and is held in place. When placing a new lens in the liner for this frame the liner snapped from the stretch. The “hidden screw” this person referred to had nothing to do with the breakage. We reached out to the customer and let them know and asked to see if they could get a replacement liner from the manufacturer of this frame. This would be a simple ask for any of the frame lines we carry. I even called the frame manufacturer myself to see if we could get this small replacement part to continue with the new lenses. I presume the customer did not have success reaching them and I could not even get someone to answer the phone at this company. I left several messages. These efforts were greater than most offices would have done. This situation is always why we tell patients that we can use frames that come from sources outside our office but it comes with a small risk of breakage. We cannot be responsible for this risk.Again, had this happened with any of the quality frame lines we carry in our office it would have been fixed in a couple days. In this case we offered a heavy discount on a new frame from us and we would also provide new lenses for this discounted new frame. We would have to eat the cost of the initial lenses for the first frame but we were willing to do so. After a long time, over 2 months, of not hearing from this customer they declined our offer for a heavily discounted new frame from us but brought us another online frame. We put new lenses in this frame with no issue. This was summer of 2022. I am not sure why they have just now decided to write a poor review. Let me know if you have any questions about this situation.Grant

Thanks for the great review, Stephen!

Thanks for the great review, Eric!