Total Vision Centers

This place is awesome! Dr. Kuhn was amazing as well as the staff! Will continue going back.

Dr. Kuhn was outstanding.
Jeff is the Optician, and the owner of this business. He is not customer service oriented, and he made this a poor experience.
I got a pair of glasses and paid $ 202 or so worth of copays. The frame was defective and they fell apart at the bridge within a few weeks.
I returned the glasses on ²⁄₂ and asked for a refund, and was denied. I asked that they put my lenses into the frame that I had chosen off the wall and sort out the warranty on their own. I was later told that Jeff denied this, saying that they were the wrong size. Which should not have been the case, as I’d wanted exactly what was on the wall, but this could not be explained to me.
On 2/​10, I received a call and was told that my glasses were not ready because they’d received the wrong size frame.
On 2/​19, I called and demanded a refund as they had still failed to sort the issue out. I spoke to Jeff, the owner, and he explained that this was not his fault, he could not offer a refund because of my insurance, and he was not willing to do anything more than offer to waive the $ 10 warranty replacement fee. I told Jeff that this was unacceptable, I had already gotten another pair of glasses from Zenni Optical, I did not want the ones I bought from Total Vision Centers, and that if he refused to refund, I would proceed with my credit card company for chargeback. He said okay.
On ²⁄₂₇ I finally had time to stop in to the store. I spoke to Jeff again, who spun me the same yarn about how he could not offer a refund because the money is paid to the insurance company and so forth. I explained that I understood this, and customer service, and that I felt he should step up, refund my $ 200 (or close to it) out of his own pocket, and work something out with the insurance on his own.
He told me that I was being unreasonable and that he was not willing to offer me a refund. He said both that this didn’t happen very often and most customers were happy to just get their glasses fixed, and that if he refunded me he’d «have to refund everyone»… apparently.
So, I’m out $ 200 and have a pair of glasses I neither want nor need, and wasn’t really happy with from the beginning, and have no recourse, because to proceed with my credit card company, I would’ve needed a receipt proving that I’d returned the glasses initially which they would not provide.
Jeff seems to talk out both sides of his mouth and is interested in his bottom line, not customer service. I made it clear that $ 200 would fix the issue, he could keep the glasses to do with them whatever he could to recoup his loss and I would leave a happy customer, and that he’d earn my repeat business and my wife’s business too. This did not interest him, and I walked out.