RS
Rowan S
1 reviews | Active since Nov 2013
29 Jul 2021, 19:44
Broke glasses and didn't take responsibility
After being a loyal client for some years, my wife sent in her glasses for new lenses. They glasses were broken while there and they refused to take responsibility and said that she was liable, that she should come buy a new pair.
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Replies (2)
Rivonia Optometrist's replyOfficial
03 Aug 2021, 12:15Dear Rowan,
It is with surprise and disappointment that we see this message posted here, especially seeing as though it was written before you came in to discuss this matter. When you were here, however, it was pointed out to you that your wife had signed our patient form that clearly states that putting lenses into a client’s own frame is done at their own risk, considering that we are not able to determine the extent of wear and tear on the frame. When your wife came to us for the first time in 2017, this was already her OWN frame which had already had lenses fitted into it once before, and we once again put new lenses into this frame. Your wife then returned to us in 2020 where we once again used this same frame to put new lenses into. Therefore this particular frame is at least 4 to 5 years old, if not older, and this was going to be the 4th time that this frame would be utilised for new lenses. This frame has hence undergone heat treatment at least 3 times for fitting purposes. This heat, and the age, does cause the frame to become brittle. The Optometrist did advise your wife that she should choose a new frame considering the age of her frame, but your wife wanted to proceed with the old frame. We then sent the frame to our laboratory and upon receiving the frame, the laboratory immediately notified us that the frame was faulty and could not be re-used. We then let your wife know that we could not utilise the frame for the 4th time. Your wife agreed to come discuss this matter and choose a new frame. If your wife had come in, some sort of financial assistance would have been offered to her, but we were never allowed the opportunity. We hope to assist her further if she wishes to come in and look at new frames.
Rivonia Optometrist's reply03 Aug 2021, 12:15
Official
Dear Rowan,
It is with surprise and disappointment that we see this message posted here, especially seeing as though it was written before you came in to discuss this matter. When you were here, however, it was pointed out to you that your wife had signed our patient form that clearly states that putting lenses into a client’s own frame is done at their own risk, considering that we are not able to determine the extent of wear and tear on the frame. When your wife came to us for the first time in 2017, this was already her OWN frame which had already had lenses fitted into it once before, and we once again put new lenses into this frame. Your wife then returned to us in 2020 where we once again used this same frame to put new lenses into. Therefore this particular frame is at least 4 to 5 years old, if not older, and this was going to be the 4th time that this frame would be utilised for new lenses. This frame has hence undergone heat treatment at least 3 times for fitting purposes. This heat, and the age, does cause the frame to become brittle. The Optometrist did advise your wife that she should choose a new frame considering the age of her frame, but your wife wanted to proceed with the old frame. We then sent the frame to our laboratory and upon receiving the frame, the laboratory immediately notified us that the frame was faulty and could not be re-used. We then let your wife know that we could not utilise the frame for the 4th time. Your wife agreed to come discuss this matter and choose a new frame. If your wife had come in, some sort of financial assistance would have been offered to her, but we were never allowed the opportunity. We hope to assist her further if she wishes to come in and look at new frames.
RS
Rowan S's updateReviewer Update
15 Sept 2021, 16:09I have been surprised and disappointed with the way you have handled this matter. As mentioned, as loyal clients I expected to be treated better. My response to yours is below.
It is with surprise and disappointment that we see this message posted here, especially
seeing as though it was written before you came in to discuss this matter.
seeing as though it was written before you came in to discuss this matter.
The matter was discussed with Nicole prior to posting this my original review. She informed us that we are liable for the damage done to the glasses by you and would need to buy a new pair.
When you were here, however, it was pointed out to you that your wife had signed our patient form that clearly states that putting lenses into a client’s own frame is done at their own risk, considering that we are not able to determine the extent of wear and tear on the frame.
The form, and I quote says “…we are not responsible for any breakages which may occur during … the fitting of lenses.”
The damage was done prior to the glasses getting to the lab, and not during the lens replacement process. Someone in your team was careless and broke the arm of the glasses.
When your wife came to us for the first time in 2017, this was already her OWN frame which had already had lenses fitted into it once before, and we once again put new lenses into this frame. Your wife then returned to us in 2020 where we once again used this same frame to put new lenses into. Therefore this particular frame is at least 4 to 5 years old, if not older, and this was going to be the 4th time that this frame would be utilised for new lenses. This frame has hence undergone heat treatment at least 3 times for fitting purposes. This heat, and the age, does cause the frame to become brittle. The Optometrist did advise your wife that she should choose a new frame considering the age of her frame, but your wife wanted to proceed with the old frame. We then sent the frame to our laboratory and upon receiving the frame, the laboratory immediately notified us that the frame was faulty and could not be re-used.
The frame was “faulty” because your team broke the arm either at the store or on the way to the lab. The lens area was perfectly fine.
Further, we took those same glasses to a different optometrist who successfully replaced the lenses with no breakage.
We then let your wife know that we could not utilise the frame for the 4th time.
This was my wife’s decision, because the glasses were broken, you did not let her know that you could not utilize the frame. The lab asked if they should go ahead given that the arm of the glasses was broken.
Your wife agreed to come discuss this matter and choose a new frame.
She had discussed this with Nicole who said she would need to buy a new pair of glasses.
If your wife had come in, some sort of financial assistance would have been offered to her, but we were never allowed the opportunity. We hope to assist her further if she wishes to come in and look at new frames.
This is not about financial assistance as medical aid would have paid. This is about the principle of the matter.
You also reported my original post as false. You broke the glasses and are not taking responsibility. Those are facts.
Your response, interestingly, misrepresents what transpired.
RS
Rowan S's update15 Sept 2021, 16:09
Reviewer Update
I have been surprised and disappointed with the way you have handled this matter. As mentioned, as loyal clients I expected to be treated better. My response to yours is below.
It is with surprise and disappointment that we see this message posted here, especially
seeing as though it was written before you came in to discuss this matter.
seeing as though it was written before you came in to discuss this matter.
The matter was discussed with Nicole prior to posting this my original review. She informed us that we are liable for the damage done to the glasses by you and would need to buy a new pair.
When you were here, however, it was pointed out to you that your wife had signed our patient form that clearly states that putting lenses into a client’s own frame is done at their own risk, considering that we are not able to determine the extent of wear and tear on the frame.
The form, and I quote says “…we are not responsible for any breakages which may occur during … the fitting of lenses.”
The damage was done prior to the glasses getting to the lab, and not during the lens replacement process. Someone in your team was careless and broke the arm of the glasses.
When your wife came to us for the first time in 2017, this was already her OWN frame which had already had lenses fitted into it once before, and we once again put new lenses into this frame. Your wife then returned to us in 2020 where we once again used this same frame to put new lenses into. Therefore this particular frame is at least 4 to 5 years old, if not older, and this was going to be the 4th time that this frame would be utilised for new lenses. This frame has hence undergone heat treatment at least 3 times for fitting purposes. This heat, and the age, does cause the frame to become brittle. The Optometrist did advise your wife that she should choose a new frame considering the age of her frame, but your wife wanted to proceed with the old frame. We then sent the frame to our laboratory and upon receiving the frame, the laboratory immediately notified us that the frame was faulty and could not be re-used.
The frame was “faulty” because your team broke the arm either at the store or on the way to the lab. The lens area was perfectly fine.
Further, we took those same glasses to a different optometrist who successfully replaced the lenses with no breakage.
We then let your wife know that we could not utilise the frame for the 4th time.
This was my wife’s decision, because the glasses were broken, you did not let her know that you could not utilize the frame. The lab asked if they should go ahead given that the arm of the glasses was broken.
Your wife agreed to come discuss this matter and choose a new frame.
She had discussed this with Nicole who said she would need to buy a new pair of glasses.
If your wife had come in, some sort of financial assistance would have been offered to her, but we were never allowed the opportunity. We hope to assist her further if she wishes to come in and look at new frames.
This is not about financial assistance as medical aid would have paid. This is about the principle of the matter.
You also reported my original post as false. You broke the glasses and are not taking responsibility. Those are facts.
Your response, interestingly, misrepresents what transpired.