On 2/2/2012 I ordered a pair of glasses, frames and lenses, from Go-Optic. Having ordered from them twice in the past, with satisfactory service, I had every reason to believe that this experience would be the same. Not so. Prior to placing my order online, I spoke with a guy named Chris at Go-Optic because there were so many lens choices and I wanted to make certain that I would be ordering the best lens for my particular prescription (progressives, astigmatism, hi-index, etc.). I asked to speak to the optometrist and Chris said he would see if one was available. He came back on the line and said there was none available, but he felt confident that he could advise me on the correct lenses for my prescription, which I read to him. He advised me that I needed hi-index lenses, which I had never ordered before. Based on this information, I placed my order that same date and emailed a copy of my prescription in addition to including the measurements on the order form.
On 2/15/12, I received my glasses. From the minute I put them on, I knew something was very wrong. My vision was very distorted, so much so, that it made me dizzy and nauseated. I had to squint to view television and there was a vertical glare. My night vision was even worse. The glare was so bad that I could not read lighted signs or even unlit signs until I was right under them. I was nervous driving under these conditions because the distortion and glare made it unsafe for me to drive. As such, I called customer service with Go-Optic on 2/17/2012 and explained my situation. I received a terse response, advising me that I would need to take my glasses to my optometrist to be checked and I would have to provide any discrepancy with my return, in order for them to correct the lenses. I did take my glasses back to Texas State Optical in Bridge City, where I had recently had my vision exam. They were under no obligation to help me, as they have their own optical department, but were kind enough to do a read-out with a Topcon machine. It showed discrepancies from the original prescription. I called Go-Optic back and they send me the link to a return authorization form.
On 2/22/2012, I mailed the packaged glasses, along with the return authorization form and a copy of the read out on the glasses from my optometrist. On 2/24/2012, I received and email from Go-Optic acknowledging receipt of my return and advising me that I could expect a 24-48 hour time frame before I heard from them again. Instead, I received another email dated 1 minute after the first one, stating that my glasses were being returned to me in the same condition as they were received. The reason code was left blank. I immediately called Go-Optic and asked to speak to a supervisor. After being placed on hold for a considerable amount of time, the representative came back and said the supervisors were at lunch, but she would have one contact me upon their return. She was unable to explain to me why my glasses were rejected for repair. I asked her if there is an optometrist there and she said yes. She verified my home and cell phone numbers. No one called me back, so I called again on 2/28/2012. I spoke with Shayna this time. She was not a supervisor. I explained my situation again and asked her if they have an optometrist and she said no they do not. She said she would have a supervisor call me back. On 2/29/2012, Chris, the same guy who took my original order, called, citing that a “supervisor” said I had called. I asked to speak to the supervisor and of course they were unavailable. I asked about the optometrist. He said they do not have an optometrist, but they do have a highly trained “optician”, who was also not available. He reiterated that I would need to take my glasses back to my optometrist and added that they would need to provide instructions as to what Go-Optic would need to do to make the lenses correctly! In the meantime, I had received an email from Go-Optic stating that their machine showed that the glasses were made according to my prescription and they had to go by their readings. Chris promised that my lenses would be made again at no cost if I could provide this additional information from my optometrist. I explained that it would cost me to make another appointment and I have absolutely no guarantee that Go-Optic would honor this verbal promise, as they have been giving me the run-around and conflicting information from the very beginning. The phone number Chris called me from was 707-542-2222 and showed up as Signius Inc. I found out that Signius Inc. is a call center, with locations all over the U.S. This particular call service is located in northern California. Go-Optic is located in Delaware. They intentionally gave me false and misleading information about having an optometrist or optician on-site and never indicated that they were only a call service. Some of the reps I spoke with did not even seem to know the difference between an optometrist and optician.
I did some checking and found out that Go-Optic has numerous complaints from unhappy customers who, like me, felt they were scammed. In fact the BBB has given them an F rating for failure to respond to a large number of complaints. The bottom line is that I now own a $460.00 pair of glasses that are useless to me. In fact, they were mailed back to me on 2/27/2012, proving that the people I spoke with had no intention of trying to fix my issues