Complain about a product or service

20/20 Eyeglass Superstore

Melbourne, FL

ELIZABETH of PALM BAY, FL October 17, 2009

I went into 20/20 Eyeglass Superstore yesterday Friday October 16, 2009 for two eyeglasses for for my 12 year old daughter. They were advertised $149.00 for 2. I was advised at that time that you would get 2 pairs of complete eyeglasses for $149.00 and also the eye exam was included in the price for children. Also was advised that all yellow dot items were for that deal. Upon inspection of eyeglasses selection it was very hard to distinguish which were yellow or not, you had to find something that you liked and PRAYED that it was a yellow dot item. Everything was completely mixed up (I wonder why).

We finally found 2 items that WERE NOT yellow dots (Didn't see it coming, did you?). Anyway one was a blue dot with a $30.00 upgrade the other had no dot but was a $70.00 upgrade, everything came to $249.00 (I still didn't mind anything at that time though). I realized that the $30.00 upgrade frames paint was peeling off. I asked if it could be a loaner until my pair came in, it was accepted by management. After I paid and was invoiced, then all SCAMS came to life. The invoiced showed one glasses at $210.00 for the $70.00 upgrade and $30.00 for the $30.00 upgrade, a total of $249.00. Which only means if my pair of eyeglasses is not delivered/in-stock to me I would only get a refund of $30.00 (Does that sound/seem fair? Not to me!).

This whole deal don't seem to be any type of bargain or savings at all, it's just a ploy to steal your money. All disclosures should be openly displayed, but they are not. The only one who knows company's policy is the company. If you are buying any type of deals from this store, make sure that your items are in-stock BEFORE any payments are made. And certainly DO NOT make payment in full for ANY items that are not received at time of purchase (the day you leave the store). That is the only way you could insure you are not SCAMMED with the 2/$149.00 deal or the buy one get one free deal (RIPOFF).

The invoice that I received did not state NO REFUNDS. But when I suggested that I will cancel the purchase before I picked them up they informed me that there were no refunds (the items were not ready at that time). The glasses were in the store stock and the lenses are already prepackaged in little envelopes (they called them customized, so I could not get a refund before I picked them up (is this a joke, customized).

The glasses were paid in full and left to be fitted with the lenses. I did not want to wait for the glasses, so I left them there to be picked up the next day. They informed me that if my glasses is not received/in-stock I have a choice of a $30.00 credit or another pair compatible price (how will I possibly find one without them making me pay more, RIPOFF.

We had looked through all the glasses in-stock and there was nothing else we liked. If we do/did find something else we would have to take it just so we don't have to the $30.00 credit, RIPOFF. Because they are claiming that the other pair cost $210.00. I believe I was getting 2 pairs for $249.00 ($149.00 divided into two is $74.50 for each pair plus the upgraded price, $74.50 plus the $70.00 upgrade equals $144.50 for one pair and the next $74.50 plus the $30.00 upgrade equals $94.50. So it would be $144.50 for one pair and $94.50 for the other pair. It's not my fault that they charged me for items that are not in-stock or possibly discontinued.

The district manager believes that the store policy is clear and everyone knows what they are EXCEPT me. The store policy for refunds are not posted and is not stated on my bill/invoice. WHY COULDN'T I CANCEL MY ORDER THAT I NEVER TOOK POSSESSION OF AT THAT TIME. I WAS FORCED TO COMPLETE A FRAUDULENT SALE. THEY SAID NO REFUNDS AND I DIDN'T HAVE NOT ONE OF THE GLASSES AT THAT TIME IN MY POSSESSION, THE STORE HAD THEM AND THEY WERE/ARE NOT FINISHED. I picked up the pair that they had in-stock today 10/17/09, I still have to pick up the other glasses they have on order, hopefully they have them in-stock. None of the managers were understanding or cared, but we all reap what we sow.

Anna of Cassselberry, FL September 21, 2006

On Sept 07 went to 20/20 eyeglass superstore for prescription eyeglasses, they charged $383usd. On Sep11 got a call stating that my glasses were ready to come pick them up, finding out the Rx was filed wrong, they were redoing the prescription.

On sep 15 they informed me that my second pair were in to come and pick them up, to find out they were done wrong AGAIN at this time I did ask for a refund which they refused, informing that they will to anything to make it right, talked to Patrick Purser, he also ask me to find out what type of lenses I got in my old glasses (they could not figure them out). On Sep 18 got back to Patrick informing him that my glasses were “DEFINITY ESSILOR”, at this time Mr. Purser realized that I had top of the line lenses and they do not carry these, that they will give me similar lenses at an extra cost of $60usd (with no guarantees) I inform him that I will get back with him. After talking it over with my husband we decide to ask again for a refund. That same after noon my husband stopped by and informed to Mr. Purser that the only thing we want now is a refund, Mr. Purser informed my husband that he will get back with him on this issue.

After 3 days and no phone calls, on Sept. 20 around 640pm I decided to call the Casselberry store and ask for an update, they informed me that Mr. Purser had passed the issue to the owner ED, that he (Ed) was at the Melbourne store, I decided to call the Melbourne store finding out “ED” was not at the store at that time, frustrated by now I informed supposedly Ed's wife that at this time definitely we want a refund, she informed us that ED will give us a call concerning the refund. That same evening around 745pm “Mark” called our home to informed us that we are no longer welcome in any of their stores that if we step in any of their stores we were going to be charge with trespassing and escorted out with a police officer.

Not only they refused for a refund they will not give me the glasses that I paid for. I did file a Credit Card Charge dispute with my bank Fairwinds Credit Union on Sep18. Can you please be so kind and inform me what you guys can do to help me resolve this issue or guide me in the right direction.?

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