Ollie L.
Disappointed
**Subject: Unauthorized Lens Order, Incorrect Prescription, and Misleading Business Practices** My concerns extend beyond a simple disagreement over a purchase and involve what I believe to be poor communication, a lack of informed consent, and the manufacture of eyeglass lenses that did not match my valid prescription. I originally sent my eyeglasses to Vision Specialists for one purpose only: **to repair the frame**. The prescription lenses already installed in the frame were functioning properly, and I did not request replacement lenses or indicate that I wanted new lenses manufactured. After receiving my glasses, I discovered several troubling issues. First, Vision Specialists sent me an invoice that included the cost of new prescription lenses and blue light protection. At no point did anyone clearly explain that I was purchasing an entirely new set of prescription lenses. I reasonably believed the invoice reflected the cost of repairing my glasses, which was the service I had requested. Had I been informed that the invoice included new lenses, I would not have authorized the purchase. Second, Vision Specialists never requested my current eyeglass prescription before manufacturing new lenses. Instead, they proceeded to produce lenses without confirming my prescription or obtaining my express authorization to replace lenses that were already in good condition. As a result, the lenses that were manufactured did **not** match my optometrist's prescription. Both cylinder powers were reduced, and the axis values were altered. These are not insignificant differences, and they have negatively affected my vision. When I contacted the company regarding these concerns, rather than acknowledging that the lenses did not match my prescription or addressing how this occurred, I was told that my vision problems were because I "squint" too much and that this was causing my eyesight to worsen. This explanation is both inappropriate and unsupported. My concerns relate to the fact that the lenses I received do not correspond with my doctor's prescription, not because of any alleged changes in my eyesight. To make matters worse, the only resolution offered was for me to purchase yet another set of lenses from Vision Specialists because they could provide them "cheaper" than my optometrist. That entirely misses the point. I was **never shopping for inexpensive replacement lenses**. I was looking for an accurate repair of my eyeglass frame. I did not request replacement lenses, particularly when the original lenses I sent with the frame were perfectly functional. My expectation was accuracy, transparency, and professional communication—not an unsolicited lens replacement followed by an attempt to sell me another set of lenses to correct errors that should never have occurred. Finally, Vision Specialists has refused to accept responsibility, stating that because the lenses were custom-made they cannot be refunded or resold. While I understand custom lenses cannot be resold, that does not address the fundamental issue: **I did not knowingly authorize the purchase of replacement lenses, nor were those lenses manufactured according to my valid prescription.** As a consumer, I expect: Clear disclosure before additional products or services are provided. Express authorization before manufacturing custom prescription lenses. * Accurate reproduction of a valid prescription. * Honest and professional communication when concerns are raised. Unfortunately, my experience fell well short of those expectations. I respectfully request that this matter be reviewed and that an appropriate resolution be provided. At a minimum, Vision Specialists should acknowledge the failures in communication and the incorrect manufacture of my prescription lenses rather than placing responsibility on me or attempting to sell me additional products. Sincerely,