Azrrel H.

Good afternoon, this email is to file a complaint against, the Delano office for poor communication, customer service and accountability. Months back my husband went in for glasses and did not find anything he liked. He was offered the opportunity to bring in preferred glasses of his choice and they would replace lenses to accommodate his medical needs. Upon bringing in his birthday gifted Gucci glasses he was given two to three week turn around time. They had him sign paperwork for the accommodations/modification to glass, but never informed if there was possible loss or damages that SO would not take any accountability. Upon multiple calls and messages left about the updates on the progress of his glasses. Delano office staff would only say that they were in customs being investigated. Several weeks continued my husband was not able to drive eventually SO offered to let him borrow some glasses. After several weeks later I continued to call with no response. I finally received a call from the office manager stating that the glasses were lost/stolen from UPS and they can't do anything about it. They offered to upgrade his prescriptions and pick any glasses of his choice. However they don't offer Gucci or designer products! And upon sending my receipt for reimbursement the office manager denied my request stating that we signed paperwork on the implications of loss or damages! That was never addressed, explained to us upon us leaving the glasses in their responsibility! I am reaching out to you to see how you can better resolve this situation rather than me having to go and leave bad reviews and persuade our small community to avoid doing business with you. We have been at various local owned optometrist and this has never happened.