I have a patient whose prescription is virtually identical to previous, she's in the same type of progressive, all measurements have been verified ie. seg ht, pd, fit, and the refraction has been checked twice.
She says the new glasses don't work. She's been in a couple of times for adjustments and now wants a refund.
As far as I can tell, the only difference is in the frame.
While I really want this woman to disappear, I don't want to give her back $500. I wouldn't mind refunding the frame price because we can always resell that, but I don't think it's fair to me to refund the lens cost.
How do I solve it without taking a loss or having an unhappy customer?
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